Consumer complaint received 2025-11-14 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Opening an account — Unable to open an account
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: DC

Complaint narrative:
I attempted to obtain an auto insurance quote from USAA on XX/XX/2025. I have never had a USAA membership or any prior account with them. During the online quote process, I entered my name, address, date of birth, and the last four digits of my Social Security number. After submitting this basic identifying information, the system immediately displayed a message instructing me to call a phone number. When I called, I was transferred directly to USAAs security department. 

On the XX/XX/XXXX call, the representative told me USAA was unable to move forward and needed to create a case for review. No reason for the block was provided, and I was told to wait for the internal review process. 

On XX/XX/2025, I called back to follow up on the escalation. During this second call, the representative again stated that USAA is choosing not to service me at this time, and when I asked for clarification, the representative confirmed that there was no reason available for the decision. I was explicitly told that no explanation could be provided. 

When I asked what information USAA currently had about me, the representative stated they could only tell me what USAA typically collects to establish a membership ( full legal name, address, phone number, email, date of birth, Social Security number, gender, occupation, and military lineage ), but they could not tell me what information USAA actually had or reviewed in my case. 

Despite providing identifying information ( including date of birth and last four of my SSN ), I was still denied before : full identity verification, building a complete membership profile, collecting required eligibility information, or confirming military eligibility ( I am eligible through my grandfather who served ). 

USAA did not collect my full Social Security number, military relationship documentation, ID, or any supporting information. Nevertheless, they issued a denial determination. 

The representative informed me that all they could do was submit another re-review and that I would need to call back after 5 business days because USAA would not notify me. I was not provided with any written explanation, documentation, or adverse action notice. 

USAAs refusal to provide a reason, failure to complete identity verification, failure to evaluate military eligibility, and failure to issue an adverse action notice raise concerns under the Fair Credit Reporting Act ( if any consumer report, identity check, or data-matching system was used ) as well as potential unfair or abusive conduct under XXXX. 

My experience aligns with multiple CFPB complaints ( # XXXX, # XXXX, # XXXX, # XXXX, # XXXX, # XXXX ) where USAA denied consumers without explanation, without identity verification, and without providing required notices. This suggests a systemic pattern of opaque and arbitrary denials.

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