Updated June 2021USAA-Member-Community-Official-Check-How-Tosmall.jpg

 

The era of writing checks for everyday purchases is closing quickly. Apple Pay, mobile wallet and the ability to pay most of your bills online eliminates many of the traditional instances that call for writing a physical check. However, there will be situations that require teller's checks (also known as cashier's checks, certified checks, or official checks) when you need guaranteed funds.

 

What is an Teller's/Official Check?  USAA Bank issues teller checks. You may also hear them referred to as official checks. Like cashier's checks or certified checks, teller checks are considered guaranteed funds since the bank generally must honor and pay these types of checks. If you are being asked to provide ‘good funds’ or guaranteed funds for a transaction, you can purchase a teller check from USAA Bank

 

How do I request an Teller's Check?

  1. Log on to USAA.com and Click “Teller's Check Request” (located under “MY TOOLS”)

    Teller's Check Screen Shot USAA Community.jpg

  2. You will then be asked to verify your identity.
    Teller's Check Screen Shot 2 USAA Community.jpg


  3. After Verifying your identity, you have the opportunity to review all of the details and make changes if necessary. Make sure all of the details are correct before submitting, no changes can be made after clicking “Submit”.

You can also request using the mobile app:

  1. You can also request using the mobile app:

    1. Open the USAA Mobile App.
    2. Select a Checking Account.
    3. Select the Move Money button or Select the Menu button at the top right corner and then Select Teller Check Request.

Tellers Check Mobile 1.jpg     Teller Check Mobile App Instructions.png

 

Aside from requesting an Teller's Check, here are the most frequently asked questions in the Member Community pertaining to official/teller's checks:

  1. What if I need a large Teller's Check? The maximum you can request online is $2,500. If your request is over $2,500 please call 1-800-531-8722.

  2. How long will it take to receive a Teller's Check? All shipping times are dependent on carrier volumes and restrictions. Generally, if you select regular mail it will be approximately 7-10 business days. If you select Express or Expedited Mail the delivery time is typically 1 to 2 business days. Shipping to International, APO, DPO, FPO may take longer.

  3. What if I need to cancel the Teller's Check? You cannot stop payment on a Teller's Check. However, you may be able to claim a refund if the Teller's Check is lost, stolen, or destroyed. To claim a refund of the amount of the item, you must give FSB a declaration of loss statement on a form acceptable to FSB and the item must not have been presented for payment for 90 days from the date the Teller's Check was issued.


  4. Can I deposit a teller's check via mobile deposit? Yes. As long as the amount is within your daily deposit limit (to locate this log on USAA.com>Tools>Deposit at Home>Choose Account, and you will see your limit in blue).

Here in Member Community, we are consistently working on best ways to address some of the most commonly discussed topics. Hopefully, this clears up some of the questions you may have about obtaining an teller's check. 

 

Do you have additional questions about the process? Please do not hesitate to ask in the comments!

 

 

NC0621

59 Comments
AlaskaNav
Visitor

I ordered two Official Checks over a month ago (7 March) on two separate requests and neither check was received. My wife and I have spent over 5 hours on the phone with various reps trying to track them down.  It appears that there is a large hole in your training and reps were flustered trying to track down information.  I ordered the checks to be sent by regular mail, both to the same payee, but no rep could find any record that they were ever mailed. Apparently there is a way to track Fedexed checks but no way to confirm a check was actually sent through the USPS.  During the latest call, the rep found a check for one of the amounts to the intended recipient, but the associated USAA account number was someone else's account.  There was no way to confirm a check was ever created or mailed.  My accounts were debited imediately and the story I'm getting from multiple phone calls is that I'm out of luck for 90 days until I can start the procedure to stop payment on the checks.  I've been a satisfied USAA customer for many, many years, but USAA has failed hard on this one.  

 

During some of the calls, I've encountered various levels of expertise on the rep's part.  I've had to explain the difference between certified and personal checks.  I've also been told that I shouldn't worry since my account won't be debited until the checks return to the bank...which prompted, yet another, explanation to the rep on how certified checks work.  Several reps were genuiniely frustrated that they couldn't find any information on the checks and I've received multiple apologies.

 

Bottom line; I've ordered two checks on two different accounts and can't find anyone that seems to be able to find a record of them.  If I wait the 90 days to stop payment on checks, that I suspect were never sent, (and USAA can't seem to provide any proof they were) how are you going to stop payment on checks you can't seem to find? The only reliable record of the transaction so far, is the debits from my two separate accounts and the associated service charges I've paid.  Your reps have been very courteous and sincere, I suspect they are not being provided with the data or training they need to resolve the issue.

 

I understand there are many federal regulations that govern checks and I will wait the required 90 days as I'm supposed to, but I need a little love from you USAA. I'm currenly out almost $3000.00 and have seen no movement on getting any answers. The more I ask, the more I'm convinced you need to tighten up training on this issue.

 

Is there a better way to inquire about this issue?  Phone calls haven't been able to get any results, I've been told that someone would contact me, so far that hasn't happened.  I love USAA and have often recommended it to newcomers, I have been surprised how bad this has worked out, so far.  A little help....?   

AlaskaNav
Visitor

Thanks, Meredith

AlaskaNav
Visitor

Any idea of how or when someone will follow up on my inquiry?  

USAA Social Service
USAA Service
USAA Service

Thank you for following-up, AlaskaNav. I confirmed your concerns have been escalated to the appropriate area for further assistance. A specialist will be following-up with you as soon as more information is available. Thank you. -Meredith

kathleenbean
Occasional Visitor

I am running into the exact same issue

USAA Social Service
USAA Service
USAA Service

Hi kathleenbean - My apologies for the delay in responding. Can you tell me a little more about the issue you're experiencing with the official checks? I'm happy to help. - Cathleen

_Bill_
New Member

It'd be helpful to know the difference between Expedited and Express mail. Is it FedEx vs. USPS?

USAA Social Service
USAA Service
USAA Service

Excellent question @_Bill_, you are correct that is the difference Express is USPS where as Expedited is FedEx. Please let us know if you have any further questions. Thank you. -Emily

ArmyKid7
New Member

+1 to this tale of woe from AlaskaNav and Kathleen. I also had the exact same issue, I ordered the check to be sent directly to the payee and they claimed they never received it. I had to open several executive resolutions and speak to several managers and directors to even find out if the check had been cashed and receive a record of that proof to give to the payee.

 

In the end, it was the payee's own faulty accounting / lack of effort, and a little bit USAAs fault, because the official check when you call on to request one does not include your name anywhere on it.

 

Online you can specify your name in an "issued by" field. Why can I not do this when I call in an amount over $2500??

 

Anyways I feel everyone else's pain and try to avoid using this USAA service when possible, and now NEVER send the check to the payee directly. I send it to myself then give the check in person.

 

Please make this service better USAA! Also please consider raising the minimum which can be requested online, doing it over the phone is really painful.

ArmyKid7
New Member

Follow-up maybe this is an impossible request but can you partner with another bank to offer this service in person at branch locations??? That would fix everything