Yeah no worries honestly it's very complicated, and their tax operations team take like 10-12 days to respond with very short messages which leaves you wondering. My last supervisor was very helpful and she made the tax operations team check in 1 day they then fixed it the following day and had to wait 2 weeks for them to send the new one in the mail. Definitely push to get a supervisor to call you, they know the most. Message center employees barely know anything and will only confuse you. Be sure to ask the supervisor what exactly is wrong on the w-9 form and to check it themselves, before the tax operations team sees it. I had to have 2 supervisor calls, so don't give up!
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