Consumer complaint received 2025-01-13 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Was not notified of investigation status or results
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: GA

Complaint narrative:
XX/XX/XXXXXXXX  : I created an insurance account with USAA for auto insurance and was informed that my SSN was already associated with another USAA account ( which was not mine ). An internal investigation form was initiated to address the suspicious activity. 

XX/XX/XXXX : I contacted USAA to inquire further about potential SSN fraud. I was told that a fraud claim had been initiated on XX/XX/XXXX and that I should expect a response within three days. 

XX/XX/XXXX : While calling to initiate insurance coverage with USAA, I was informed that my SSN was still currently linked to another account. I was told a photo of my driver 's license was required to proceed ; however, I was not properly notified of this via email or by any other means, I was only able to know this because the agent on the phone suggested that this was what most people do. 

XX/XX/XXXX : During another call, I was informed of the name associated with the fraudulent account and was provided with an FCRA fraud form to request information about the account. I was assured that once USAA received this form and the accompanying documentation ( copy of XXXX  and XXXX government FTC identity theft report ), I would receive the requested account details within 30 days. 

XX/XX/XXXX : I mailed the first submission of my FCRA identity theft report, including all required documents, to USAAs Detection Team XX/XX/XXXX : I received a denial letter from USAA stating, " the required documentation and written request are incomplete, '' without specifying exactly what was missing. 

XX/XX/XXXX : After multiple calls spanning two hours speaking with 4-5 USAA agents trying to understand why I was denied my request, I was informed that the denial may due to my driver 's license submission being in XXXX  and XXXX rather than in color, although this was merely a suggestion by the agent who admitted they did not know for sure. 

XX/XX/XXXX : I mailed a second submission of the FCRA identity theft report with all required documents, including a color copy of my driver 's license XX/XX/XXXX : I received a second denial letter from USAA, identical to the first, again citing incomplete documentation without any clarification. 

XX/XX/XXXX I sent a 3rd and final submission to USAA stating my case and stated that if I did not hear back within 10 days and my case was not addressed, I would send a formal complaint to the Texas Department of Insurance, the Georgia Department of Insurance, and the Consumer Financial Protection Bureau. 

XX/XX/XXXX I received a voicemail from a lady named Autumn at the USAA CEOs office calling about my account with USAA, and I assumed about the 3rd FCRA request form I sent. 
( I did not call back yet as I was on XXXX holiday ). 

XX/XX/XXXX I got a second similar voicemail from XXXX. 

XX/XX/XXXX XXXX I called XXXX back but she didnt answer, so I left a voicemail. 

XX/XX/XXXX XXXX Autumn sent me an email back ( she did not call me back ), basically saying that all of the copies of my drivers license included in the documentation in all 3 of my submittals were in XXXX and white which was not sufficient, and that I would need to resend a XXXX FCRA request form, ( this was incorrect since the first submittal I sent was in XXXX and white, but my XXXX and XXXX submittals had the XXXX  in XXXX ). 

XX/XX/XXXX XXXX I tried to call Autumn back to clarify why I needed to send a XXXX document when my XXXX and XXXX submittals were correct, but I was sent to voicemail. I left a message after that. 

XX/XX/XXXX XXXX I tried to call XXXX back, but was sent to voicemail and I left a message. 

XX/XX/XXXX XXXX I tried to call XXXX back, but was sent to voicemail and I left a message. 

XX/XX/XXXX XXXX I tried to call XXXX back, but was sent to voicemail and I left a message. 

XX/XX/XXXX After 2 weeks of trying to get ahold of XXXX, I gave up trying to deal with USAA and submitted this complaint.

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