Why am I being asked to update my W9?

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?

155 Comments
NSueZ
Esteemed Contributor

I received a W-9 in the mail for updating - unfortunately from the letter and the W-9, it is not real clear what account/accounts is/are being updated.  The initial W-9 received was not correct per discussion with USAA (individual vs trust).  Then I received a second W-9 with an incorrect address on it and then a 3rd W-9 substantially correct.  With each of the W-9s there was an pre-addressed return envelope.  I have the following questions since you asked mixed in with the following comments.

  1.  There seems to be confusion as to whether one updated W-9 is being used for both checking and savings accounts or if an updated W-9 has to be filled out for each checking and each savings account.  I have been told both scenarios by different USAA representatives.

  2.  When speaking with a couple of representatives, I am surprised that they would tell me that I have never had a W-9 on file.  How could that be????    It tells me that the representative does not understand the purpose of the W-9 and how it relates to the year-end 1099s.  I have copies of the W-9s previously sent to USAA.

  3.  Since I was told by a representative of the "President's Office" that I had to have a W-9 for each checking and savings account, I made of copy of the best W-9 received and filled one out for each account.  I then labeled the W-9 for the accounts.  Since there was too much information to put into the pre-paid pre -addressed envelope, I addressed a large envelope to USAA using the information from this pre-paid, pre-addressed envelope.  HOWEVER, THE ZIP CODE ON THE ENVELOPE IS INCORRECT AS I AM FINDING OUT BECAUSE THE POST OFFICE HAS NOT DELIVERED THESE W-9S AFTER 2 WEEKS.  I confirmed by calling USAA that the zip code is not correct.  (I do understand that maybe the bar coding may be correct, but STILL why wouldn't USAA have the printed the zip code correctly).   So please explain why USAA would send out pre-printed, pre-addressed envelopes with an incorrect zip code on them.    

  4.  My daughter just received her W-9 to complete and yes the envelope has the incorrect zip code on it also.  

  5.  The "Executive Office" told me that this was a federal law in 2018 to update the W-9s.  She then corrected herself when I pointed out that none of our other brokerage or bank accounts (9 besides USAA) were asking for W-9s.  It would have been a much more productive conversation if the "Executive Office" had just said that USAA is just updating accounts and we were selected.  If there had been a change in the law, I would have probably known since I work in finance/accounting and it would have affected all of our business clients also.  

   In conclusion, it would be amazing if USAA would put into writing why the envelopes have the wrong zip on them and is one W-9 good for all accounts or is a W-9 needed for each separate account.   Since it appears that my large envelope will not make it to USAA, I have no choice but to copy my copies and resend to USAA, this time using the right zip code.  

   It is unfortunate that so much time on my part has been spent on something that really should take about 15 minutes.  

 

Thank you

Briana Hartzell USAA
Administrator
Administrator

Thanks for commenting @NSueZ. I am looking into the pre printed zip code and tracking down an answer to your other questions. I will post an update as soon as I get one. Thanks again for posting.

NSueZ
Esteemed Contributor

Brianna - It has been a couple of weeks now and no response.  In fact, it is hard to even find this post to see if you have answers for me (and all USAA members who are being asked to update their information using envelopes that are using a zip code that is non-existent according to the post office).   Again, why is it so hard to get answers to what I would consider fairly straight forward questions? To be honest, it does make USAA look like they are incompetent.  If USAA cannot handle the simple stuff, how can members trust them with the more complicated stuff?       

Dowelldad
Established Member

NSueZ. I couldn't agree more. In the last week when I tried to access my checking account online, I received a screen that says "pardon the interruption" you need to fill out and sign a new form W-9 and verfit your social security number, with ZERO explanation as to why. I immediayedly thought it was a phishing attempt, why wouldn't I? A simple, sign ZEE papers please is a bit insulting. I have banked with USAA since the 1970s and have recieved tax documents every year. If a new tax law mandates this verification, we should be told and asked to help meet the new mandate. with assurances that the information being provied online is safe.  USAA should have used a mass mailing to its members explaining this in detail ahead of time so we wouldn't have been surprised, and confused, when fisrt confronted out of the blue.  Brianna needs to respond. Does USAA not have a PR department to advise them on how to treat members? I love USAA, I'll be a member for life (like the commercial says :-)), but they are dropping the ball on this issue.

USAA Social Service
USAA Service
USAA Service

I appreciate you sharing your concerns with us today @Dowelldad and was able to locate your profile. I will share your concerns with a subject matter expert for further review. Once reviewed they will contact you, we appreciate your patience in advance. -Emily

user9346
Occasional Visitor

I just received an email about this today. It doesn't look like much is being done to clarify the reasoning behind it, and the way it comes across definitely sounds like a phishing scam since it's got an air of a threat to it (see below). USAA, please get someone to make a clear, straight-foward statement public statement on this.

Thank you for choosing us for your banking needs. To remain compliant with IRS regulations and avoid placing your account into backup withholding, we need you to complete a new Tax Certification (W-9) form. This will be our only communication to inform you that a new W-9 form is needed. All deposit accounts you are the primary account holder on will be placed into backup withholding if we do not receive your completed, valid W-9 form.
Mom-pants
Occasional Visitor

So if I don't fill this out my deposit accounts will be placed into backup withholding? What is backup withholding? 

USAA Social Service
USAA Service
USAA Service

@Mom-pants, Back up withholding happens when you earn interest on your banking accounts to include Certificates of deposit, we would have to withhold tax on the interest you earned in the event the W-9 is not on file. It is the IRS's rule and you can read more about it on IRS.gov. I hope that helps. ~ Suzy

Unimaginable
Contributor

The message is unprofessional.  It is written in a threatening manner with little or no justification other than IRS wants it and if you don't then we will xxxxxxx.   I've spoken with other USAA account holders and we agree USAA has become a faceless, uncaring, and often unprofessional financial institution forgetting why they're in business, which is to serve their customers who have and continue to sacrifice daily to keep this nation free and protect our way of life.  

USAA Social Service
USAA Service
USAA Service

@Unimaginable, Thank you for sharing your thoughts on the "Why am I being asked to update my W9" post. We certainly did not intend to sound unprofessional or threatening. I'll share your feedback with the appropriate folks at USAA. ~DC 

Unsatisfiedcustomer2
Occasional Visitor

I feel discriminated

 

My information has been kept up-to-date been banking with USAA since 2003.  My information was collected when I first open my account and I never make more than 2 dollars on interest.  USAA has never provided me an 1099N also. "Yet I was selected to update the W9" This W9 verifies your ssn and citizenship, I believe that I was selected because my name is Latino.

USAA Social Service
USAA Service
USAA Service

@Unsatisfiedcustomer2, I understand your concern regarding this matter. I will engage a subject matter expert for further handling. We will follow up with you. Thank you for posting. - Ben 

evo34
Contributor

What the h-ll is this?

 

The email I received could not have been written in a more aggressive, phishing style.

 

Then when you log in, there is ZERO indication you need to take action unless you happen to click on your account details.

 

If this is something as critical as USAA says it is, CALL OR WRITE your members.  DO NOT send threatening emails when your members have done absolutely notthing wrong.

gbart
Occasional Visitor

Today I received this same email.  I believed it to be a phishing scam and forwarded it to abuse.usaa.com.  I followed up with a phone call to USAA to validate the requirement to complete/update a W9, and the phone representative was completely unfamiliar with it.  Having been a USAA member since the early '80s, I am deeply disturbed by the tone of the email now that I am realizing it is in fact from USAA.  I hope the folks at USAA are listening.  I also noted from previous posts that if W9 updating is required, I would be redirected while logged into the website.  Unfortunately, this has not occurred for me, and I see no messages or notifications on the subject when I log on.  Would someone at USAA please make this right?

knackered
Occasional Visitor

My first awareness of this poorly-implemented notification was when I looked in on my checking account yesterday.  Like others, I took steps to verify that it wasn't a scam.  Once satisfied that it was the real deal, I went ahead and e-signed the thing.  I trusted that the matter was retired.  Well, this morning there's an email from USAA (yep, you guessed it!): "IRS Information Required: Send Updated W-9 to USAA".

I'm gobsmacked.

I've been a loyal USAA member for over 4 decades and long believed there was no finer institution for all of my banking and insurance needs.  It's just a shame that they've dropped the ball so many ways in recent years.  Numerous times I've considered taking my business elsewhere, but the hassle outweighs any benefit.

1Dazed&Confused
New Member

Just got the same threatening email and after spending almost an hour on the phone with USAA Banking it is clear they are not sure why this information is being requested e customers.  I don’t like getting threatening emails stating “do this or else”, it is not a very professional way to communicate with customers that have existed for over 30 years.  And the funny thing is when you call USAA they ask for information about the person calling and the first thing they ask for is your account number then your SSN then thy want to send a code to your phone for verification then your pin, all this to verify they are speaking to the actual person on the account.  Bottom line YOU ALREADY HAVE MY SSN and your records are correct, my SSN is not something that has ever changed in over 50 years so why do your records need to be updated?  Hear is my threat to USAA, answer the questions your clusters have asked on this site or “ELSE you will loose customers” and may be out of the banking business.

free-spirited
Occasional Visitor

1Dazed&Confused:

 

I couldn't agree with you more! My husband and I have been doing business with USAA for 20 years. I've had a few unsavory customer services experiences with them down through the years, but nothing too major. I received the same request for a W-9 and same THREATENING email from them. When I called to ask about it, I spoke to a young lady - reluctantly, I will withhold her name - who got hot under the collar when her answers weren't making logical sense to me and I continued to question the necessity of this form AND when I seemed to know more about the form than she did. I don't know if someone told her to tone it down, but SUDDENLY she became more calm and flatly told me she had answered my questions and concerns and that was all she needed to do. WOW! During our conversation she bludgeoned me and tried to frighten me with the withholding scenario, as well, but then proceeded to tell me that USAA had tried in past years to get me to sign this form and that all these requests were in my Documents folder. When she failed to send me the documents I requested pertaining to these past requests, I put off necessary things I needed to get done for the day to go through the documents from the years she mentioned pertaining to our Savings account (the only account for which this information is being requested). And NOT ONE document did I find asking for the W-9 information! Hmmm....probably because I filled out all the necessary documents when I opened the account. Unfortunately, I am unable to see documents as far back as when my account was first opened. And it's easy for them to see, based on my other accounts, that my SSN and address hasn't changed. Now, if they have requested this document in the past, and obviously, I haven't filled it out numerous times, it's pretty suspicious to me as to why they would start throwing around withholding nonsense when they haven't done it in the past. Like others with the same concerns, I have major problems handing over documentation with information that the bank ALREADY has without a solid explanation as to the purpose of this request, especially when this document is used most primarily for freelance and independent contractors to fill out and give to the companies for whom they have performed work and gotten paid so the company can file the money to the IRS they paid to the contractor for his/her services. AND, of course, it doesn't make me feel ONE BIT good about confirming scat with USAA when they resort to threatening means to intimidate, pressure, and force their customers into compliance, without a good explanation! I'm not too happy with USAA, right now, anyway, and this baseless form request, coupled with hot-headed customer service reps and threatening emails files USAA closer to despensable. Although, this wasn't the first threatening response that USAA has fired off. Another one that nearly made us dump USAA was the baloney letter they sent to us customers blaming the state and residents after a few hurricanes when the state wouldn't let them increase its customers' homeowner's insurance rates by an obnoxious and astromomical 53%! That's when they dumped all our homeowner's insurances. Funny, I've not heard they've dumped other states that suffer extreme catostrophic losses from nature. You can't tell me they pay out to our state any more than those, especially California. 

 

Like one of the other posters comments about how USAA cut off his card without notice, a similar thing recently happened to my husband. USAA has full knowledge that he is deployed, but, yet, they are so enlightened that they sent him a new debit card to our HOUSE with an insert with the bogus explanation of fraudelent activity, though the new card was NEVER requested (BTW, no fraudelent activity was ever noted). Then, the ATM terminal oversees he tried to get money from, ate his card. After getting in touch with USAA, they told him they were updating all their customers' debit cards (funny, no mention about fraudulent activity), however, I have not received a new card, though. This put him in a hardship, as he was trying not to have to use his credit card while he was there. It took a month for his new card to arrive to him, oversees!!! In the meantime, he was forced to use his credit card. And what do credit cards charge you? Interest on all your purchases if you don't or can't pay them off at the end of the month. USAA used to be better than this! Personally, I think it was a pretty nasty move on USAA's part.

 

I used to think USAA was honest and forthcoming and armed its representatives with the same trustworthy information, but I have, now, learned, based on my and other's experiences, that they seem to be no different than any other institution that will feed its customers a plethora of jibber jabber as long as the customer will buy it, in an effort to sometimes hide the actual God's Honest Truth. USAA can try to defend itself, but I've been around a while and I have worked on projects for several industry leading "upstanding" companies as a customer service representative, myself, and they ALL tell the representatives what to tell the customers when they are trying to groom people into releasing the requested information people would not normally freely give to gain knowledge for the company's phising benefit and they don't want to tell the customers the honest truth of the purpose for the intrusion or because it might be increminating for the company, among many other scenarios. And that's the God's Honest Truth!

USAA Social Service
USAA Service
USAA Service

@free-spirited, we never want our members to feel this way. I will engage an account specialist to look into this further. 

TimNT
Frequent Visitor

I also found thought this to be a phishing scam at first.  Eventually I stopped ignoring it and I called USAA and the representative verified it was not a scam.  However, she could not properly explain why USAA is asking for a W9 Backup Withholding verification, other than the scripted answer of "IRS requires it".  Interesting in that my brother has 5 bank accounts (with 3 different banks) my wife has 2 bank accounts (with 2 different banks) and I have 3 other bank accounts (with 3 other banks) and not one other financial/banking institution is or has ever requested this information that USAA is requesting.  Doesn't that seem very odd?

 

In addition, USAA requested this information in a very unprofessional manner.  I get this "warning" email and a "warning" when I log on about my "account will be frozen" if I did not complete this document.  I don't react well to threats, as my first notion was to say, "well okay then I'll just close my account and move my banking to another bank".  USAA should have contacted every member with an official notification, with a detailed and easy to understand explanation about why they were asking for an Updated W9, and explained the "withholding" verbage.  The reason everyone is so surprised and put out by this is because it is ONLY USAA requesting this.  I've asked many people about this and not one other person, who does not bank with USAA, has been asked this from their bank or financial institution.  Doesn't that also seem odd to anyone else?  It sure seems odd to USAA members.  I've been a USAA member for almost 4 decades and this situation was very surprising to me........it seems "fishy" to many members.

USAA Social Service
USAA Service
USAA Service

@TimNT, thank you for this feedback. I understand your cause for concern and the importance of this. I will have your feedback submitted on your behalf. ~ Sam 

WB1
Contributor

Much like the many USAA customers have stated, USAA did not implement this very well.  After loyal customers have banked for several years, if not decades, why is this information needed?  Why must there be a threatening note that states there would be a withhold on our account/s?

 

USAA, there was little, if any, explanation to why we needed to do this.  There was no information unless we, the customer, searched to verify that this was not a scam or malware embedded into our accounts.

 

Personally, USAA you are getting too big as a company and the perception is we will obey or else.  The or else is inching customers, like myself, to research other banking institutions who still favor the military personnel rather than take advantage and cash in on us.

 

USAA, there are many voices.  Please do not take our comments lightly by replying that your comments are forwarded.  Instead, act on this.  Act to explain why you did this.  Act to carefully screen over any potential notice before sending it.  When the customer fills out the information, act and accept.  Do not continue to send more threatening e-mails, like I received today.

 

USAA, show us that you truly care about the customers and we are not simple numbers for your profitable gain.

RICJ1
Occasional Visitor

So I just received the email to update my W9 as well.... I logged onto the site and was not prompted to sign anything...so I'm thikning this is a scam... the email aslo doesn't state how to get to the W9 form if it doesn't pop up either.... what's going on with USAA???

USAA Social Service
USAA Service
USAA Service

@RICJ1, I understand this can cause some concern for you. Please contact us at 210-531-8722 and we will be more than happy to review this with you. ~ Sam 

JLK13
Visitor

"If your account is not eligible for digital detour, you will receive a W-9 form in the mail."  Because I love sending my SSN through the mail (heavy sarcasm)

 

I think back to the commercials with a solid looking 'Sgt Baker' who lauds praise on USAA for their services and notes that they even say, "Hello Sgt Baker" on the phone - which no one does anymore.  I used to be quite smug about being a USAA member, but that's fading after 17 years.  However, I wouldn't want to be a Wells Fargo customer so at least we all have that going for us.

USAA Social Service
USAA Service
USAA Service

@JLK13, Thank you for the feedback and sorry for your frustration. This isn't how we want you to feel.  I am forwarding your feedback now about the W9. ~Tom

Razmin
New Member

This W-9 requirement is completely unnecessary for my situation and the email and pop up are more forceful and threatening than they need to be. Internet research reveals that the W-9 is an optional (mostly) form for internal use and commonly used for independent contractors (it is only required when amounts being paid are in excess of $600 or on retail sales above $5000 neither of which apply to me). USAA has my up to date information (I checked) and has been reporting my information to the IRS for 30+ years with no issues.  I could understand the need to update or confirm if I had requested some type of change, however, to suddenly require this form to be updated and signed in the current circumstance is bogus. I also object to the manpower and programming costs associated with this attempt to force people into complying with this nonsense. If this document is not signed 28% of any interest or dividends being paid may be withheld as taxes rather than an amount based on individual withholding. I am willing to risk it on my $.70 (70 cents) per year in interest on my checking account or on any other account that may be applicable.

JPB1976
New Member

This w9 notice process is not exained properly and appears threatening. The type of experience you expect from a bank that has grown too big to understand the perception of account holders.

USAA Social Service
USAA Service
USAA Service

Oh no @JPB1976, that is certainly not how we want our members to feel. I was able to locate your profile and will share your concerns with the appropriate area. Once reviewed they will contact you. We appreciate your patience in advance. -Emily 

StillNotFixed
Contributor

I also thought this was a phishing scam and wondered why they suddenly needed to have this information from me, even though they've already had it on file for decades. There has simply not been a good explanation for this and even though the notice/warning actually does appear to be from USAA, why are all these customer service responses still so vague and offering no follow-up posts? I keep seeing USAA post "We'll get back to you" messages and then no further updates for people who are reading this thread and wondering what is going on. We are all asking for a better explanation as to why we're receiving this request that appears to be quite random (and threatening), and so far, there hasn't really been a proper explanation. 

USAA Social Service
USAA Service
USAA Service

@StillNotFixed, thanks for your post, we can understand your concern.  What is comes down to is we want to make sure we have the most accurate tax information on file.  Additionally, we do not always respond in a public forum when there is anything that could be a security risk to our members.  Hope this helps.

Thubbs
Occasional Visitor

I also got this prompt and its very concerning. I haven't had to provide any update to my "w-9" at any other bank. I talked with a USAA representative on the phone today and she stated that if I did not confrim my SSN that my account would stop earning interest, then after a certain amount of time I would be only able to deposit money into the account and not withdraw any funds, and eventually my account would be "frozen". This is not acceptable, If I do not get any clarification soon I plan on closing my account with USAA. USAA should not be inbed with the IRS trying to nickle and dime the 2 cents of interest I get from my savings account.

Thubbs
Occasional Visitor

So USSA is holding my Direct Deposit and will not let me access those funds unless they receive the updated W9. This is garbage.

tikal
Occasional Contributor

USAA this garbage!! We got some spam looking email to update or W9 or they will place our account on backup withhold... whatever that means.  All the other issues like this are done through my documents notifications.  Pretty hard to tell the email is not a scam.  Remember the good old days with USAA when you didn't have to go through the awful automated phone tree maze?  They use to limit membership to only military families, much different company now.  Rates are no longer that competitive and customer service reps sound like they have 500 people in the same office talking to other people.

 

USAA please don't answer with some, we have to remain compliant with the IRS, we already understand that.  Explain why you chose this uncaring, poorly thoughtout method to get the W9 information from your members.

USAA Social Service
USAA Service
USAA Service

Thubbs - I am sorry to hear that you are in this situation. Please call us at 210-531-8722 to address the matter. Additional you can initiate a chat by selecting HELP at the top of usaa.com or the “Ask a Representative” from the account summary page. I hope this helps. - Jason

navathehutt
New Member

Another reason why Im slowly canceling all my business with USAA, navy federal is probably a better option

HubbaHubba
Occasional Visitor

I have been a USAA member for decades. They have all my information (PII, citizenship, SSN, etc.) and have been issuing tax forms (interest, etc.) to me without fail.

 

WHY does USAA NEED me to VERIFY my information YEARS after the account has been verified?

 

Also, WHY is USAA THREATENING to hold my funds?

 

I have other bank accounts and none of them ever asked me for W9. 

 

Something is amiss here and USAA is not providing the full story.

seawolf75
New Member

I recieved this email today and like everyone else, I am frustrated with the wording. I checked online and was not prompted for the W9. I bank with several other banks and this never comes up. I already dropped USAA for car and Home Insurance because you have become the most expensive option out there, but i have better things to do with my time than trying to navigate through and find a non existant w9 form I need to verify. 

 

I joined USAA because friends told me how wonderful you treated veterans and thier famillies, but really I don't see it. Even Wells Fargo has become easier to deal with than USAA. I am seriously considering closing up even though I dont have a ton of savings in USAA so it wouldnt hurt you one way or the other, but I am also considering telling my daughter she should consider moving everything back to her credit union. 

 

Between charging double or more than ANY other company for insurance, locking out the ability to transfer funds or deposit funds if you dont do so every 90 days or so, and silliness like this w9 stuff, i am starting to believe your company has become nothing but a money grab.

USAA Social Service
USAA Service
USAA Service

@seawolf75, I do appreciate your feedback. I will have this forwarded to a specialist for review. ~ Sam

ABQguy
Frequent Visitor

I am extremely frustrated with USAA. Over two months they withheld taxes (at 28% of the interest earned) from our savings and a CD account because they said we were missing an updated W-9 form. We've been USAA members for 10+ years and other than one lone email that was delivered to a SP@M folder, have never been asked to provide this form. 

How did this happen?
USAA sent one email message to my husband in late March 2019 asking for an updated W-9.  The email text is as follows:
"Thank you for choosing us for your banking needs. To remain compliant with IRS regulations and avoid placing your account into backup withholding, we need you to complete a new Tax Certification (W-9) form. This will be our ONLY communication to inform you that a new W-9 form is needed. All deposit accounts you are the primary account holder on will be placed into backup withholding if we do not receive your completed, valid W-9 form."

Please note that this email used the subject line, "IRS Information Required: Send Updated W-9 to USAA" and was found in his SP@M folder AFTER a USAA rep asked us to look for it. And with that type of signature line, I get why. It sounds "phishy". 

Important to note:
- Within this email they did NOT share a "due" date. Had we received the message or opened it, we would have had no idea that this was time sensitive issue. USAA removed the 28% interest from our account less than a month after sending this lone message. 
- This message says that it will be the ONLY form of communication we receive regarding this manner. I don't know about you, but USAA sends my family dozens of pieces of communication each week via snail mail, email, and push notifications, plus all the ads we receive from them. Why did they not try harder to give us this update? I receive new life insurance "opportunities" almost monthly, surely they could have tried more than once to let us know that they wanted to garnish our accounts. 

- The message does not clearly state that they will garnish the account if this form is not completed. Because this form is missing, they not only garnished our account, but they refuse to give the money back. 

I think that it's important to share that my husband and I spoke to four different people yesterday via four separate calls. Each call center rep shared different information and not one person was able to help us get our money back. The only consistent message was that we needed to fill out the W-9 form. Please note, that I never objected to filling out the form. Once I learned that they needed it for my account, I simply wanted to know why and how it would work. Each rep had different takes on the process. One rep said we just needed to fill out one for our entire family. Meaning that the account would be covered by our main account holder. Another rep said we needed to fill out a form for each interest-earning account. When I asked where to find the form, she said I would need to search through each individual sub-account: savings, CDs, etc. 

If this form is so important, why wouldn't this message be mailed, found within our USAA documents folder, or delivered as a pop-up message once I logged in?

We've been members with USAA for 10+ years and this is the first time I've ever felt taken advantage of and mislead. 
I want my money back and USAA refuses to help, not cool. We have been extremely loyal customers and I want them to fix this issue. After reading through the comments, it sounds like this is a true issue and that I am not alone with this frustration. 

USAA Social Service
USAA Service
USAA Service

Hello @ABQguy, I am very sorry to hear of this situation.I have forwarded your feedback regarding the W-9 process to a subject matter for further review. -Colleen

ABQguy
Frequent Visitor

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

CocoD
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 Social Service
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 

ABQguy
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 Social Service
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

ABQguy
Frequent Visitor

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

ABQguy
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 Social Service
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 

Super Cracker
Visitor

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.