Administrator
Administrator
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111 Comments (111 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?

111 Comments
USAA Service
USAA Service

Super Cracker - I understand the seriousness of the situation. I have located your information and will engage a specialist to review the details. Thank you for speaking up today. - Jason

Virginia_Pete
New Member

I received my e-mail today, and I am very disturbed by 3 things:

1) The lack of explanation - I know I have provided this before, so why am I being asked again, and why now?

2) The terseness of the message, as if I had done something wrong that warrants a penalty including potentially withholding funds

3) USAA's comment they they are only going to tell me once - specifically, from the e-mail, "This will be our only communication inform you..." and then on to the stick, "All deposit accounts... will be placed into holding"

 

The last is particularly upsetting.  The IRS needs what the IRS needs, but  I expect my financial institution to HELP me avoid issues with my money, not to provide a perfunctory notification that could have been easily missed as a marketing update or simple notification that my bank statement was ready.

 

C'mon USAA, THIS communication, does not meet customer expectations and needs.

USAA Service
USAA Service

@Virginia_Pete, I have located you in our system and will be forwarding your details to a subject matter for further review. ~Sarah 

kolohe15
Occasional Visitor

USAA, this message campaign is total garbage! I received the email today and was put off by the threatening language and vague "do it or else" tone. I considered deleting and ignoring it because it was so spammy, but called customer service instead. The rep was horrible and told me I had to do it for the IRS and said the only way I could access the form was via the email link (which of course didn't take me to the W-9 form). Then she asked for my PIN and said she couldn't help me until I "verified" it. Yeah, right, I'm not telling some rando my PIN! Get lost, lady.

 

So I disconnected the phone and finally got an answer from a rep on the online chat. The whole thing is asinine. If you desperately need information, why not have a pop-up on the main page or send it to our message centers like everything else? USAA seriously dropped the ball on this one and made me rethink my loyalty toward them.

 

 

KoriLee
Contributor

I also received this unprofessional and alarming "pop up" today.  I've been a customer for YEARS and my SSN hasn't changed.  I work in the financial fraud investigation field and this has almost EVERY SINGLE SIGN of a phishing campaign.  I can't believe that USAA is sending this out to customers with no indication, advanced notice or explanation.  Vague threats obviously don't sit well with your customer base as noted by all the previous posts on this thread.  I can't believe that this has been going on for so long with no change in verbiage.  Very disapponted.  Also, since I closed that screen - there is no way that I could find to go back and fill out the form after confirming it is in fact legitimate.

USAA Service
USAA Service

I'm sorry to hear of the concern and confusion this created for you, @KoriLee. It's never our intention to disappoint our members, and I regret we disappointed you. If you are still receiving the request for the completed W9, you may be able to electronically sign it online. When you click on your account, there is a blue link at the top of your Account Summary page. Click that blue link, then follow the prompts and provide the requested information. If the link is not available, we may have already received a completed form. Please know, due to security and privacy restrictions, I'm not able to provide any account specific details so if you have any specific questions, I'd recommend you initiate a secured chat by clicking the blue Reach a Representative link in the upper right corner of your Account Summary page. - Cathleen

shinystar
New Member

It has been several months of "We never meant to soudn this way" and yet I just received the same horribly worded email. You have done nothing. 

 

I am going to look for another bank. This is patheic and you are nothing but a pandering liar.

Tiberian131
New Member

     I got this today as well, spent 30 minutes trying to figure out what i did wrong and why my piddly 3 dollars worth of interest has gotten me in trouble. REALLY need to fix this message, it is not helpful at all and causes problems for your customers. What a joke of an e-mail..... how can an e-mail like that get past your QA?!

USAA Service
USAA Service

@shinystar, It is unfortunate to hear you feel this way. I will have your concerns forwarded to the appropriate area. ~ Sam 

USAA Service
USAA Service

Hello @Tiberian131, thank you for this feedback. I will have this submitted to the appropriate area for review. ~ Sam