Consumer complaint received 2025-05-27 00:00:00
Product: Checking or savings account — Checking account
Issue: Credit monitoring or identity theft protection services — Problem canceling credit monitoring or identify theft protection service
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: IL

Complaint narrative:
In XX/XX/XXXX, I received a letter from XXXX XXXX XXXX XXXX stating that my recently opened account had been locked. No one could explain why, except to advise me to contact XXXX XXXX XXXXXXXX XXXX XXXX ). 

I reached out to XXXX XXXXnd they informed me they could generate a reportwhich would take about a week to arrive by mail. The report, dated XX/XX/XXXX, showed an account opened with USAA on XX/XX/XXXX and closed " with cause '' on XX/XX/XXXX. This was alarming, as I have never banked with USAA. However, the report listed my name, Social Security number, and date of birthalong with a random address in Mississippi. No state ID or license number was included. 

After discussing the situation wXXXX XXXX XXXXhey advised me to contact USAA and request more information about the account so that I could begin the dispute process. If the account was indeed fraudulent, XXXX would remove it from the report, allowing XXXX XXXX to unlock my account. 

I then froze my accounts and notified all the major credit bureaus that I was a victim of fraud. I filed reports with XXXX and the policefrustrating but necessary steps in this process. 

The real difficulties began with USAA. In early to XXXX XXXX, after speaking with several representatives ( and being bounced around for a few days ), I was advised to submit a formal request for information. I did exactly that, following the instructions provided. ( The address they provided on the return letter was incorrect. How negligent ) I sent the letter with receipt and it was confirmed received on XX/XX/XXXX. At that point, they had 30 days to respond. 

A few days later, however, I received a response stating that I had not submitted the necessary informationthough I had. After calling them again, I was informed that they required a XXXX photo of my ID, whereas I had submitted a black-and-white scan. Their instructions had not specified this requirement. Still, they directed me to an online submission portal, and I uploaded a XXXX version. 

After a couple more days, someone called to say the image had not been accepted because I had cropped it to show only the ID and a small border ( something the instructions had not prohibited, to my knowledge ). After doing the verification again with the representative on the phone and not cropping the photo they confirmed I was now verified. I asked whether the 30-day timer would start from the original XX/XX/XXXX submission or from the more recent verification. They said it would start from XX/XX/XXXX. I was told that a packet of information would be sent to meand XXXX fairly sure I confirmed my mailing address at that time. This conversation took place around XXXX. 

By XX/XX/XXXX, I still hadnt received anything. At this point, it had already been almost two full months since I started this process. I had made countless calls throughout this process. It was tough sometimes just trying to find someone who could assist me, only to be told repeatedly that I couldnt proceed without a verification PINone that was set up when the fraudulent account was created. How would I know it? 

Despite this, I kept contacting USAA to find out what was going on. Eventually I was told that a specific team was handling it, only to discover that the team was planning to simply resend the request for information letter. I explained that I had already submitted everything, that it had been over a month, and that I needed all available information regarding the accounts opening and closure. I also asked whether they could include a letter confirming the fraud was not committed by me. They said it was being worked on. 

I called again, recently, around XX/XX/XXXX. I was told a specific agent had been assigned to my case and would be calling me soon. This agent did call, but only to tell me I needed to file a dispute XXXX XXXX. I explained that I couldnt do so without some kind of supporting documentation. She was kind and genuinely tried to help, but ultimately concluded that the problem was I hadnt submitted the ID photo in XXXX the first time. She said I would need to start over and wait up to another 30 days. 
That final conversation took place around XX/XX/XXXX. 

Frankly, its ridiculous. While a few representatives were helpful, most couldnt assist beyond reading from a script or blaming the system for limitations. Why didnt anyone tell me back in early XXXX that I needed a XXXX photo? Why wasnt I notified in early XXXX when the packet I was promised never arrived? Their inability to help has created a problem in my life. 

At this point, Im just following the steps outlined by IdentityTheft.gov. The next step is to contact a lawyer, which Im trying to avoidbut I will do if necessary. Hopefully, this complaint will help move things forward, because this situation is absurd. 

USAA failed to properly verify the fraudulent account when it was created, failed to notify me at the time, failed to send me requested documentation, and has now prevented me from accessing my own money for nearly three months. Im dealing with real-life consequenceslike vehicle repairs and needing capital to launch a businessthat are being severely impacted by my inability to access my XXXX XXXX account. 

Next, I plan to file the dispute witXXXX XXXX  and provide whatever documentation I have. Hopefully, they can reach out to USAA directly to obtain the information needed to clear the fraud from my report. 

That said, I still believe I am entitled to access all records related to the fraudulent account. Regardless of the outcome of the XXXX dispute, USAA should honor my request for those records. Denying me access would pose a serious threat to my security and general well-being. 

Thank you for readingI truly hope this can finally be resolved.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation