I had the same problem In June due to someone fraduelently attempting to add a bank account. Submitted ID verification, address verification, faxed as well per there process- nothing... Called with a code 3x's with a wait of 1.5 hours each time. Never had my call picked up. Sent several emails. So disappointed in this horrible response and customer service considering it is a potential identity theft issue. Been a customer for many years. They still email me to resolve "my issues". I only want account closed at this point but can't even do that as my access is "limited". It's a horrific loop of frustration. So I guess I just wait till someone wipes out my bank account or charges up my credit card. Hoping maybe they actually read this forum and then maybe I will receive some type of response- but I'm not getting my hopes up.
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