ComplaintsforVanguard Group Of Investment Companies
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Complaint Details
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Initial Complaint
10/15/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I have bad issues with vanguards website ever since I signed up. I have called in multiple times for help but no one has been able to fix the issue. I have begged and pleaded for someone to help fix the issue but no one seems to care. Filing a bbb complaint is the only thing I can think of now. I want to continue as a vanguard customer, I just need someone to fix my online account issue.Business response
10/17/2023
We are writing on behalf of Vanguard Marketing Corporation in response to your letter dated 10/16/2023, regarding a complaint from ***********************. For your reference, we have enclosed a copy of your correspondence as Exhibit A.
Vanguard has responded to the client directly. If you have additional questions, or if we can be of further assistance, feel free to respond to this email.
Sincerely,
Vanguard Personal Investor
Initial Complaint
09/08/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
As of August 31st, I've requested a Hardship Withdrawal and like others on these complaints have been given the run around. Vanguard keeps saying they need more documentation and the icing on the cake for me is when they said they needed an explanation of benefits for my IVF. They are incompetent as Explanation of benefits only is applied after a medical service. Here I am trying to get the service for my pre planned treatment and they're asking for documentation that is not conducive to my request. They do not know how EOB works. I've sent in my cost for IVF and then my ***** information and still waiting and its almost September 10th. Really, I wish the company have never changed over. I am filing a complaint for them to find another company to hold 401K. I want my money I worked for!Initial Complaint
08/21/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I received a letter from Vanguard dated March 29, 2023, stating that they have funds from my old 401K that they sent to ** **************** ********* on 3/21/2001, but that check was never cashed. They sent me a form to fill out so that I could have the check reissued. I filled out the form and sent it back. They sent me a new letter dated 4/21/23, stating that it could not be reissued to me, but that it needed to be reissued to a rollover account. When I called to ask for a new form, they now can't find any record of me. I gave them all of my information (SS #, address, employment dates) to verify who I am but they keep saying it is incorrect.Business response
09/19/2023
We are writing on behalf of Vanguard Participant Services (Vanguard) in response to your letter dated August 22, 2023, regarding a complaint from ***************************** (BBB Case No. ********).
Vanguard has responded to ***************************** in writing. If you have additional questions, or if we can be of further assistance, please feel free to contact us.
Sincerely,
Vanguard Participant Services
Initial Complaint
08/15/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I had previously filed a complaint with you in March, I am still having issues with Vanguard. I went through a divorce and my attorney filed a QDRO in December 2022. QDROs should typically take 7 weeks and we are now 8 months into this and Vanguard still has not finished this process. When I call I get a different excuse from everyone I talk to, they will not let me talk to the person that is handling the account, they will not transfer me to that persons voicemail and they will not let me talk to a supervisor. I got a letter dated 7/26/23 that said everything was complete and within 7-10 days they would have an account set up in my name and the funds would be available to me. We are past the 10 days and they did not set up an account in my name. I went on their website and setup an account and the funds are not there. The account is still setting at a zero balance. I can say that once this is complete if it ever is I will never do business with Vanguard again.Business response
08/29/2023
We are writing on behalf of Vanguard Participant Services (Vanguard) in response to your letter dated August 15, 2023, regarding a complaint from *************************** (BBB Case No. ********).
Vanguard has responded to *************************** directly in writing. If you have additional questions, or if we can be of further assistance, please feel free to contact us.
Sincerely,
Vanguard Participant Services
Initial Complaint
08/09/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
My 92.5 year old father ***** ****** added me as co-trustee on this Trust through his estate planning attorney. In July, we both completed a Vanguard Certification of Trust and signed via docusign. We also sent Vanguard the Certification of Trust document from our attorney showing both of us as co-trustees. Since July 10th, we have spent 40 hours on the phone trying to get my name added to the Vanguard account as co-trustee. We keep getting asked to send in a letter, but the phone agents cannot explain what the letter should say. We have been promised a return phone call from **** ******* but she has not called. We finally have a case # ********. We have had no email communication in our Vanguard account since July 10th and are unable to expedite this to management for resolution. Today we have been on the phone for another hour with ****** and he could not get it done as this processor is not available. This is unacceptable and needs to be resolved immediately.Business response
08/29/2023
We are writing on behalf of Vanguard Marketing Corporation (“Vanguard”) in response to your letter dated August 10, 2023, regarding a complaint from Marty Swartz. For your reference, we have enclosed a copy of your correspondence as Exhibit A.
Vanguard has responded to **************** directly. If you have additional questions, or if we can be of further assistance, feel free to respond to this email.
Sincerely,
Vanguard Personal Investor
Customer response
08/29/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
***********************Initial Complaint
07/19/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Called vanguard re a procedure question. Have been with them for 30 years and am disgusted. The lady asked me my security questions..she had NO NEED TO GET INTO MY ACCOUNT! These security questions are old and I only remembered one answer..she said I needed two. They LOCKED my account and I have had NO ACCESS for two weeks. I wrote and sent a certified letter to the CEO, but NO Response. I am 76 yrs old and need access to my Money. PLEASE HELP.Business response
08/10/2023
We are writing on behalf of Vanguard Marketing Corporation (“Vanguard”) in response to your letter dated July 20, 2023, regarding a complaint from *** *******. For your reference, we have enclosed a copy of your correspondence as Exhibit A.
Vanguard has responded to ********************* directly. If you have additional questions, or if we can be of further assistance, feel free to respond to this email.
Sincerely,
Vanguard Personal Investor
Initial Complaint
06/26/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I just recently opened a VG brokerage account and deposited $7,000 into the account. I got a letter in the mail soon after that showed both my spouse and I listed on the account, along with a 3rd name added, which neither of us added to the account. I immediately called support and was able to reach someone. When I explained the issue that an unauthorized user was granted access to our account, the response I received was "please kindly disregard it". I mentioned a number of times I cannot disregard an unauthorized user on our account, to which the representative repeatedly said "I understand, just kindly disregard". I requested to speak to the manager and was refused and then was transferred to an office that was closed.Customer response
06/28/2023
Hi,I have resolved my issue with the company. Please cancel my complaint.Thanks,*****Initial Complaint
06/23/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Unfortunately, I had occasion to contact The Vanguard Company regarding a check for $128.90 they sent to an old address back in 2017 Plan Number ******. I have tried TWICE to get money owed to me from the Vanguard company without success, and it is my intention to file CFPB and FRBOC complaints if this is not resolved immediately. I called Vanguard when I originally received the "out of the blue" letter from dated April 13, 2023. NOW CASE:*******, Trade Date 01/3/2017, Check Number ******. The question is " if The Vanguard Company already had my correct address "MY CURRENT ONE", why didn't they send me the funds I am owed after the verification "I called, verified my information, then received the letter of April 13, 2023, WITHOUT THE CHECK. Vanguard originally sent the check without verification first, "what is different now"? Vanguard managed to locate my correct address, "I want to know how "someone had to validate it"? I assume Vanguard used the CRAs to verify my identity. Regardless, my information was verified and re-verified with Vanguard agents, and now I'm chasing my tail to get a resolution. During my first call to Vanguard, the agent was better suited for his job, I was told that my check would be redirected to the new address, "so where is it"?. Now 2 months later I have spent better than a solid hour on the phone trying to get my money. The second agent I spoke with today was SARCASTIC, UNCARING, and refused to escalate my issue to her direct supervisor. In fact, the agent (6.23.2023 around 10 AM) indicated she did not report to anyone. I was told that she doesn't have a direct report, "the audio is clear: I would appreciate a call from someone with the authority to remedy this issue before I am forced to reach out to the US Federal Reserve 5th District, San Francisco Bank Oversight Commission. If I am forced to a complaint, I will request a full inquiry. This could be simple or it can be extremely difficult. Thank YouBusiness response
07/18/2023
We are writing on behalf of Vanguard Participant Services (“Vanguard”) in response to your letter dated June 23, 2023, regarding a complaint from ************************* (BBB Case No. ********).
Vanguard has responded to ************************* directly in writing. If you have additional questions, or if we can be of further assistance, please feel free to contact us.
Sincerely,
Vanguard Participant ServicesInitial Complaint
06/15/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Not doing what I paid for to manage my portfolioBusiness response
07/06/2023
June 21, 2023
Dear ******** *******:
We are writing on behalf of Vanguard Marketing Corporation (“Vanguard”) in response to your letter dated 06/16/2023, regarding a complaint from **** *****. For your reference, we have enclosed a copy of your correspondence as Exhibit A.
Vanguard has responded to **** ***** directly. If you have additional questions, or if we can be of further assistance, feel free to respond to this email.
Sincerely,
Vanguard Personal InvestorInitial Complaint
05/17/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I write to you today after exhausting numerous requests to fix an issue with my Vanguard account. On April 28, I reported that over $40,000 in my account disappeared from my online balance, despite having written confirmation of an exchange. Nearly three weeks later and following extensive and repeated requests to restore the balance, there has been NO progress whatsoever. In fact, today I was told by the same customer service representative, ******* ******, that my case still needs to be assigned to someone to reverse the exchange and then it will be another 7-10 days!!!! Over $40,000 is missing from my account and this is the best you can do? I have rarely experienced such incompetent customer service, and I am questioning whether to remain a customer with Vanguard. I am requesting that this be taken care of immediately.Business response
06/06/2023
May 25, 2023
Dear ******** *******:
We are writing on behalf of The Vanguard Group Inc. (“Vanguard”) in response to your letter dated May 17, 2023, regarding a complaint from ****** *********. For your reference, we have enclosed a copy of your correspondence as Exhibit A.
Vanguard has responded to ****** ********* directly. If you have additional questions, or if we can be of further assistance, feel free to respond to this email.Sincerely,
Vanguard Personal Investor
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Contact Information
Customer Complaints Summary
696 total complaints in the last 3 years.
194 complaints closed in the last 12 months.