Account review and payments FAQ

We often conduct reviews on various products, services and accounts. This helps us make sure members get all their benefits and stay protected.

If we find an issue with one of your accounts, we might send you a check or credit your account.

Yes, more than one review can happen at the same time. You might've had multiple accounts that qualified for a payment.

Depending on the review, you might get a separate check or account credit for each one.

It depends on the type of account and situation, but our goal is to make sure your account stays safe and accurate.

Yes. If we find an issue affecting an inactive or closed account, we'll send a letter and possibly a check to the member's last known address on file.

If our account review finds an issue, it could have an effect on your credit report. We're required by law to correct it by submitting a request to the consumer reporting agencies.

It usually takes at least 60 days from when you got your letter for your credit report to update.

You can submit a dispute if you think there's an error in your credit report or if the issue we found is negatively affecting your credit.

If you have more questions about filing a dispute, check out our Consumer Report Dispute FAQ.

It's based on the different products, services and review periods. Every account review is different, so we use different calculations depending on the situation.

The amount could be things like accrued interest, fee reimbursements or rewards. Your letter might have more specific information about your payment.

You'll get your payment by check or as an account credit. Depending on the situation, we'll apply a credit to your checking, savings, loan and credit card accounts.

For more complex situations and other kinds of accounts, we'll issue a check, so you can deposit it at whatever financial institution you choose.

Yes, you can deposit these checks at any bank or credit union. If you deposit it at another bank or credit union, it'll be subject to their deposit rules, including their funds availability policy.

You can deposit it into your USAA Bank checking or savings account at select ATMs or by remote deposit. Right now, we only have drive-thru teller services in San Antonio.

ATM or remote deposits might have deposit eligibility and transaction limits. Find a USAA Bank ATM or financial center location.

If you have trouble depositing your check to a USAA Bank account due to deposit eligibility or transaction limits, call 877-272-9235. Our hours are  Monday to Friday, 7 a.m. to 6 p.m. CT.

If the check is void, it's lost or stolen, or you didn't get one when the letter says you should've, call 877-272-9235. Our hours are Monday to Friday, 7 a.m. to 6 p.m. CT.

A check is void if it's been over 180 days after the issue date.

You either:

• Have a power of attorney from the payee appointing you to act on their behalf. For example, if you're acting as power of attorney for the payee who's deployed.
• Are acting in another official capacity permitting you to endorse the check. For example, if you're acting as the guardian or conservator of the payee who's incapacitated.

For deposits to USAA Bank accounts, endorse the back of the check with your signature, print both names and add your deposit account number on the back of the check.

Other banks may have different requirements for endorsing checks, so you'll want to review their policies.

If a check is issued to multiple people with “and” between the names, then every person listed needs to sign the check.

If it's issued to multiple payees with “or” between the names, then only 1 of them needs to sign it.

If only the names are listed without an “and” or an “or” between the names, then any person listed can sign it.

You might need to include this payment in your taxes depending on the type of adjustment or account credit. A tax advisor can help guide you if these funds will affect your taxes.

You'll need to send us documents proving you're authorized to collect the funds. Then we can reissue the check.

We need:

• Death certificate
• Legal or court-issued documents that give you legal authority to act or collect funds on behalf of the deceased member's estate. They should prove you're an executor or personal representative. Send us one these:
  • Letter of administration
  • Letter of testamentary
  • Last will and testament
  • Court-ordered appointment
  • Other court order
• A written letter of instruction that includes:
  • A message stating you're requesting we reissue the check to the person entitled to the funds.
  • Your USAA number if you're a member.
  • A copy of your Social Security number and government ID that has your current address, like your current driver's license or passport, if you're not a member.
  • Deceased member's name and their USAA number. If you don't have their USAA number, just include the reference number on the bottom of the account review letter.

You can send us these documents one of the following ways.

If you're a member, you can submit them on our mobile app or online. Both members and nonmembers can fax or mail them.

On our mobile app:

1. Log on to the USAA Mobile App.
2. Tap the circle with your initials on an iPhone or “Inbox” on an Android.
3. Select "Send documents to USAA," then "Upload new documents" on an iPhone or "Upload other documents" on an Android.
4. Select "Banking” to send it to the right place, then tap “Add file” if you have them saved or “Take photo” if you want to take a picture of them. Add all documents you need.
5. Tap “Send” on an iPhone or the blue arrow on an Android to send your documents.

Through our website:

1. Log on to usaa.com.
2. Select your initials, then “Inbox.”
3. Select "Send documents to USAA,” then "Upload documents.”
4. Select "Banking” to send it to the right place, then drag the files or use the "Attach files" to add all your documents.
5. Select “Upload” to send us your documents.

By fax:

• Fax the documents to 800-531-5717, with “Attn: Bank Survivor Relations.”

Through regular mail:

• Mail to:
  USAA Federal Saving Bank
  Attn: Bank Survivor Relations
  10750 McDermott Freeway
  San Antonio, TX 78288

We make checks payable to all the people entitled to it or split it based on how the legal document divides the assets. But if something's changed, call 877-272-9235.