Consumer complaint received 2021-09-08
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Opening an account
Sub-issue: Account opened as a result of fraud

Complaint:
On XXXX of XXXX, XXXX checking and savings accounts were open online fraudulently under my name with your bank, USAA. This is a military bank and I am not in the military and nobody I know is in the military either. I discovered these fraudulent accounts this year, XXXX, during the month of XXXX, when I received my XXXX XXXX report by mail. I got denied the opportunity to open a bank account, and the situation became suspicious to me because I do not owe a XXXX to any bank institution. 

I checked my other reports from the main credit bureaus as well as XXXX, and there is no information available about these fraudulent bank accounts. I filed police reports, I filed a report with the Federal Trade Commision and I notarized an affidavit already ti submit to you, but despite the fact I have called you 4 times already, trying to resolve this situation, I keep on getting transferred over from department to department. 

Your bank doesn't seem to care about my identity theft situation and your negligence is extremely abusive. I have asked every single representative I have spoken with to please provide me with the name and number of the person in charge of my case to submit all the required documents to clear my name with XXXX XXXX, but you keep on making up excuses and you keep on telling me to wait for an email or letter, which never comes. 

I am sick and tired of waiting for you to " attempt '' to resolve this situation and you do absolutely nothing about it. I have the right by law to be able to provide to you a notarized identity theft affidavit and police reports about this incident. According to the FTC, YOU MUST CLEAR MY NAME AND/OR BLOCK THE FRAUDULENT ACTIVITY FROM MY XXXX XXXX  REPORT. 

I need resolution once and for all from your end. You must provide me with exact instructions on how to submit this documentation to you and the name and direct phone number to a manager in your Risk Management department who is handling my case. 

I am complying with the law by doing everything I am being asked to do to clear my name, and to have the ability to receive copies of all the fraudulent activity under my name, therefore I expect you to comply with the law as well. 

It just seems extremely negligent on your end to approve 11 accounts opened within a day or two. You have not even bothered to call me or send me an email with information pertaining this case. 

I need a response from you with the exact steps on what to do NOW!!! I AM SERIOUSLY ASKING YOU TO TELL ME EXACTLY HOW TO SUBMIT MY FTC REPORT, MY IDENTITY THEFT AFFIDAVIT AND MY POLICE REPORT. 

I would like to resolve this matter directly with you, before I take it a step further. 

I expect your email or your phone call within the next week. ONCE I SUBMIT MY NOTARIZED AFFIDAVIT TO YOU ( WHICH CONTAINS MY LOCAL LAW ENFORCEMENT CONTACT INFORMATION ) AND MY LETTER FROM THE FTC, YOU MUST CLEAR MY NAME FROM THE XXXX XXXX REPORT AND I EXPECT A CLEARANCE LETTER SPECIFYING I HAVE NOTHING TO DO WITH YOUR BANK. I AM NOT IN THE MILITARY! 

Thank you XXXX XXXX XXXX

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation