murphuscg
Contributor

Good Afternoon,

On 11DEC18, I received a letter that I had to complete a W-9 form form my 11 year old child's youth savings account.  I completed the form, faxed it to back to USAA (1-800-531-5717) and they still deducted funds (albeit small) from her account.  The representatives that I spoke with on 19JAN19 claimed that USAA never received the form even though I received a successful fax transmission report to your office. This is very frustrating as I know that I've sent this form in to USAA MULTIPLE times.  I have since resubmitted via the webpage, but I have to express my disappointment with how you handle this entire process. 

1 REPLY

@murphuscg,  I am sorry to hear that the W-9 process didn't go as smooth as expected.  I really appreciate you taking the time to give us this feedback and I am forwarding it to the appropriate team now. Thank you   ~Tom