Consumer complaint received 2021-04-16 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Closing an account — Can't close your account
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: PA

Complaint narrative:
The first questions were not answered properly because I was never informed what exactly was open at this bank using my social security number. I am a victim of identity theft which I realized on XX/XX/XXXX. 
When I pulled my credit reports to investigate them I noticed USAA, a Federal bank at that, had ran a credit check using my social security number not once, not twice, but THREE TIMES!! ( XXXX ) I called USAA on XXXX and was informed their computers were down by a XXXX and I was to call back later. I called in the afternoon and spoke to an XXXX who ran my personal information to see if it was being used at USAA. 
I have no accounts with this bank because I AM NOT military, therefore they are incompetent for even allowing someone else to use my social security number. They also ran my credit report, as I stated, three times and I would like to know or comprehend how a company runs my social without my name or address matching the information the fraudster used. Why didnt anyone ask why this name and address in PA was coming up for the social???? 
INCOMPETENCE!!!! 
XXXX stated my social was being used but would not tell me how or what on. She stated she would mark the account " suspicious '' and someone from a XXXX area code would be calling me back to talk about this. She also gave me an address to send a copy of my drivers license and a request asking USAA to close the account. On XX/XX/XXXX21 I sent USAA a copy of my drivers license with a copy of my identity theft report and asked them to close this account. 
On XX/XX/XXXX21 I spoke to a XXXX from USAA. He stated that XXXX was wrong and I did not have to send my drivers license that he would send me a paper to fill out for me to request the documents I wanted USAA to provide me with. XXXX stated it would be no problem for me to have these docs but be very precise on what I was asking for. He stated the account would be closed and the inquiries removed from my credit report within 30 days. 
I received the paper XXXX spoke of on XX/XX/XXXX and I immediately filled it out and returned it to them. I also sent a copy of my identity theft report. On this paper I stated I would like USAA to send me the following information pertaining to ANY AND ALL accounts opened using ANY of my information : All documents related to the opening of all accounts including ; when the accounts were opened, any credits/debits against the accounts, copy of all bill of ladings, copy of all applications, all info used including demographics. 
On XX/XX/XXXX I receive two letters from USAA. One was a blank copy of the form I HAD ALREADY FILLED OUT AND SENT THEM, and the other was a letter stating and I quote, " a business may dispose of certain records regularly in compliance with internal record retention policies. Records that you have requested may or may not be available to you or the authorized law enforcement at this time because of these policies. '' They go on to say my request is incomplete and submit it again. So you mean to tell me a company disposes of their paperwork/records within 6 months??? I find that very hard to believe. 
I have had enough!!! I am the victim in this situation and I should not even had have to type this mess all out for ANYONE!!! 
This company was incompetent to run my credit three times and then allow someone to use it, A NON MILITARY SOCIAL!!!! I WILL NOT send them anymore information. 
This is the same company that was charged by the XXXX in XXXX of 2019 for incompetence and YET HERE I AM!!!!

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