Administrator
Administrator
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149 Comments (149 New)

USAA Community w9 request.jpg

Community users have been posting about a request to update their W-9 forms and we wanted to provide some additional information.

 

What is a Tax Certification (W-9 form)?

A Tax Certification (W-9 form) is a form that certifies member’s tax payer information (name and social security number). For more information on W-9 form, visit irs.gov website.

 

Why am I being asked to update my W-9?

To ensure our members’ tax reporting information is up to date, accurate and reported correctly to the IRS, USAA may ask members to update their W-9 forms. We want to make sure we have the most accurate tax information on file. To assist with completing the W-9, we have created a digital option which allows for the document to be easily and quickly completed online.  If your account is eligible for the digital option, you should be prompted when reviewing your transactions on usaa.com.

 

Where can I update my information?

When reviewing your transactions on usaa.com you should receive a “digital detour” that will prompt you to sign the required form. This is also available on mobile. If you do not see the prompt on mobile, make sure to update your device with the latest version of the USAA mobile app.

 

What if I do not see the prompt?

Not all members are being asked to update their W9. Those members will not see the “digital detour”.

Or, your account is not eligible for digital detour. If your account is not eligible for digital detour, you will receive a W-9 form in the mail. If you prefer the W-9 form mailed to you, please call us at 800-531-USAA (8722).

 

Do you have any other questions we can help answer regarding the W-9 update request?

149 Comments
Frequent Visitor

@Colleen, Thank you for your response. How can I get these funds back?

New Member

I received the “detour” this morning via the mobile app when I logged in requesting my SSN and that I e-sign docs or my account would be closed. I work in legal in the financial services industry and I’m shocked and disappointed that USAA would send a message like this to their members in such a threatening manner. This looked to me just like it did to everyone else: a hack. I closed out of it and began researching. USAA please give your communications team a refresh. If you want to ask me for personal info, warn me first. Don’t ever threaten my money- it’s a surefire way to lose my business. Lastly, please be the company we’re all so proud to be members of and remember who WE are.

USAA Service
USAA Service

@CocoD, I understand your concern. I appreciate your feedback and will have this forwarded to the appropriate area for further review. Thank you ~ Sam 

Frequent Visitor

Hello again. I started working on getting this issue fixed more than a week ago and have had two USAA employees promise to get back to me within two business days.  I'm still waiting to hear back and this issue still isn't fixed. Folks on social media seem to be getting timely feedback. Do you recommend we try your Facebook or Twitter pages?

USAA Service
USAA Service

@ABQguy, I can confirm that your concerns were previously elevated. I'll share your latest post with the team that has been assigned to review your concerns. ~DC

Frequent Visitor

Thanks, DC. I called again about an hour ago and hope to hear back soon.

Frequent Visitor

Talked to Denise today who was not very kind or professional. She said she was not able to refund the money taken from our checking account and CD because of this W-9 nonsense and said she doesn't know when and if this is possible. I just logged in and transferred the majority of our savings funds from you all to another credit union. Please know that USAA will continue to lose our business. This entire W-9 request/verification process needs to be fixed. 

Based on my and others experience, USAA has become an India based company. Regretfully, this continues to be the case. Consider the trust in jeporady of a company who's computer infrastruture is Owned and controled by  a foreign country. In 20 yrs, we have never been asked to complete a w9.  USAA reports everything on our accounts to the IRS. Requests of USAA regarding this new requirement produced nothing.

USAA Service
USAA Service

@Disappointed Custome, I'm sorry to hear about your dissatisfaction with us. A w9 is required for each account at USAA to ensure that all tax information is reported accurately to the IRS. Thank you for this feedback, I will absolutely have this submitted on your behalf. ~ Sam 

Navy Fed doesn't ask for a W-9 or play games like this.  Just so you all know.  They also offer better rates everytime I've shopped around for loans.  If NavyFed offered deeply discounted home-owners and auto insurance, I would probably dump USAA.  Time will tell whether I stay too long.  I feel slightly ripped off more and more each year.  The main reason I stay for now, is familiarity and convenience.  I don't feel valued or rewarded for being with USAA for over 15 years straight.