Consumer complaint received 2026-07-02 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Getting the loan — 
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: GA

Complaint narrative:
On or about XX/XX/XXXX I received a notice from Equifax confirming that my request to remove my credit freeze was executed. I never requested this removal and called to get the freeze put on and put a fraud alert on my account as well as with the other credit bureaus. Changed all my passwords. A few days later I received a letter from USAA - stating that I had applied for a consumer loan. I never applied for a loan with USAA and I have never done business with them. When I went to check my contact information on my credit bureau accounts XXXX of them had information that wasn't mine - email address and phone number- in which any information of changes to the account would be notified to. In addition I rechecked my credit bureau accounts and USAA Federal Savings had done a soft check on my credit on XX/XX/XXXX - the same day my credit was illegally removed. When I spoke to the credit bureaus they said I would need to either change my social security number or purchase their premium credit protection. Their systems were compromised. To be CLEAR- I never applied for any kind of loan or banking products of any kind with USAA. This is a case of IDENTITY THEFT. I have taken the following actions. On XX/XX/XXXX I spoke with a representative named XXXX from USAA Federal Savings bank and stated my case. I gave her the USAA Account number and stated that I would like an investigation to be opened because it was a case of identity theft. She put me on hold with the XXXX Department and then after some time waiting she said the fraud department would call me back. In addition she said to send a copy of my license and ss # to www.usaa.com/verify. That would prompt a call. No one ever called me back. On XX/XX/XXXX I placed another call to USAA XXXX XXXX and spoke with a representative by the name of XXXX. I gave her my name and the USAA number above and she asked for a PIN number to verify me. I said I didn't set up the account so I didn't have the pin. She asked me for the code word- she asked what the name of my grandchild was. Again I couldn't answer because I didn't set up the account. She then told me to send in my license and ss # to www.usaa.com/idproof and someone would call me back. No one ever called me back. On XX/XX/XXXX. I filled an identity theft report with identity theft.gov Since I had extreme difficulty getting anywhere with USAA via phone I decided to send a letter in writing requesting an investigation. On XX/XX/XXXX - XXXX wrote a letter to USAA XXXX department stating that there was a case if identity theft and I share the above information with them. I sent it certified mail with signature request. They sent back a generic letter requesting a copy of my license, identity theft report and ss #. On XX/XX/XXXX - I sent a XXXX package with requested information of license, identity theft report and ss number. I requested a signature and confirmation of receipt. USAA received it on XX/XX/XXXX and an XXXX XXXX signed for it. The same day they sent the same letter I received after the XXXX letter requesting the very information I sent via XXXX XXXX. On XX/XX/XXXX - I filed a police report with my local police department. I am unable to include any documentation including my identity theft report because they include personal information such as my license, ss # and or account number for USAA. I do have an FTC number for the identity theft report but not sure if I should disclose. I also have all copies of XXXX and XXXX XXXX numbers. But not sure if I should disclose XXXX XXXXse advise.

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