Complaints

This profile includes complaints for Vanguard Group Of Investment Companies's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Vanguard Group Of Investment Companies

  200 Vanguard Boulevard Mail Stop G 15 Malvern, PA 19355

• 

  Vanguard Group Of Investment Companies

  PO Box 7800 Philadelphia, PA 19101-7800

• 

  Vanguard Group Of Investment Companies

  455 Devon Park Dr Wayne, PA 19087-1815

• 

  Vanguard Group Of Investment Companies

  2715 W 43rd St Minneapolis, MN 55410

• 

  Vanguard Investments

  P.O. Box 3009 Monroe, WI 53566

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/15/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had two mutual fund accounts with ****************** totalling $250,000. One had about $165,000, and the other about $95,000. Around the end of July, I decided to buy an annuity with Athene. I contacted Vanguard. Through their agent, I sold all the money in the one account (all $165,000) and $79k in the other, leaving roughly $15k. That was on 8/8. Vanguard's website is very confusing; they shifted my remaining 15k alongside the 79k in the same account even though it was still in mutual shares. I never hit a transact or sell button, yet somehow a sale was transacted. I tried to cancel the sale within 8 hours, yet no one listened to me. That was on 8/11. I then got a note saying that money was frozen for fraud as I had conducted too many transactions. After 8/13, I had no access to my account any more-it kept saying it would reappear shortly, but it never did. Yet I then got an email stating on 8/14 I requested that all $95,000 be sent to the annuity company. VANGUARD has nothing from me saying I requested that!!! Absolutely nothing at all! The annuity was contracted for $245,000. Who contracts an annuity for $261, 811.49??? NO ONE!!!! That makes no sense at all. I contacted Vanguard and I was told that I requested this transaction, and they would refer my complaint to management. I never requested this. I told them they made a mistake and to stop the check. I requested people contact me by sequre message, email, and chat. No one ever did. This is the SECOND TIME vanguard made a huge mistake and blamed me. The last time I sent them a $5000 check to deposit in my ******* account. The employee deposited it and also withdrew another $5000 from my business account, nearly causing bounced checks, whihc is extremely serious for a lawyer. They denied this for two weeks, even though I knew the next day what they did. I withdrew all my money ****** these two funds from them as I no longer trusted them. They need to refund my money promptly and give me interest

  Business Response

  Date: 08/26/2025

  We are writing on behalf of Vanguard ********************* (VMC) in response to your letter datedAugust 18, 2025,regarding a complaint from********* *****.  For your reference, we 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

  Date:08/05/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Last contact was July 21, 2025. Hopefully, I can attach the letter they sent to this complaint. Basically, this all started in 2021. At the time I had **************** as my brokerage account holder. I changed to E*Trade. The Vanguard account was closed in 2021 but there were apparently proceeds (I think they called it sweeps) from after the date of closing that they still owed me. They sent checks to ****************. I requested to change the payee to E*Trade FBO ***** **********. Vanguard's customer service processes are incredibly horrible. In this latest situation I was on the phone for almost 3 hours. On July 21st, after talking to 5 different people, I finally got some clarity as to what needs to happen. They said they'd sent a new check to me with the correct payee. I was to call back in a few days if they didn't call me. Their phone system drives everyone to the initial phone number to triage the call. They never give you a number to the group you need even if they send out a letter documenting the issue and identifying where you need to go. I haven't heard from them and don't expect to. Their typical MO is to tell me I have to take action but they rarely help through to the solution. The letter I'd like to attach is a threat to send my money to the state of MN because it hasn't been claimed. I also talked to them in April of 2025 and the matter is still not resolved. Actually, this matter has been open for more than 3 years due to Vanguards poor customer service. I think they owe me a check and on top of that 20% more for each year I missed out on this big market runup since that is where the money would have been deposited.

  Customer Answer

  Date: 09/02/2025

  Vanguard will not respond.  They are a terrible example of customer service.  I've had issues with them for years.  Things that should take minutes take hours and some end up resolved over years.  In this case, I closed the account in 2021 I believe and I have finally received my check....without any interest.  They always channel every customer request through one generic phone number no matter how many times you have contacted them.  I've tried having them give me the actual group phone number that is needed but they won't.  If there is a dropped call, they will not call you back but make you go through the same process that may have already taken hours to get to.  I don't think I've seen a worse customer service program.  I understand you probably have very little leverage with them, but would like anyone to know that they will not get any sort of customer service from this **********************.  

   

  Thanks

   

  *****

• Initial Complaint

  Date:08/01/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Withdrawal conf#- WEBT1986608112W Work item- ******** Good Morning, I have been trying to take a 401k hardship withdrawal for money to close on my primary residence since 7/13/2025. I have sent more than enough proof but keep getting told its denied. 1. I cant even open any messages in my vanguard account - not on a laptop, my phone, different browsers ect. So every time a letter is sent I have to call and never actually know what is needed.2. I am buying a home with a 203k rehab loan The home needs repairs so I was able to get it for cheaper and with this specific loan the repairs are included into the loan so its all wrapped into one mortgage payment. Your representatives are telling me that the loan estimate is more than the price of the home on the sales contract therefore theres no need for financial help. The amount on the loan estimate is the amount Im paying for the house and the amount of the repairs needed to be done to move in, again which are all included in the same closing costs. I have sent everything possible to support the financial need. They keep denying it and Ive already had to make one extension for closing and cant close without the funds. Someone please help

• Initial Complaint

  Date:07/25/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I quit working for a company that uses Vanguard back in August 2023 and ever since, every few months I have received notices from Vanguard. It has been almost two years and I keep receiving notices from them. Every time I call, I am told that since I no longer work for this company, this was the last notice I will receive. However, months later, I receive another notice. I don't have any business with that company anymore or with Vanguard and do not intend on starting anything with either ever again. I need those notices to stop. I have moved since then and once **** stops forwarding my letters to my new address, those will be delivered to my old address that Vanguard has on file meaning that someone will have some of my information such as my full name and that's a safety and security issue for me. I need those letters to stop immediately.

• Initial Complaint

  Date:07/17/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a 401K with Vanguard from my former employer. I've been trying to rollover the money in this 401K from Vanguard to my current employer's plan for a couple of months. Vanguard support keeps telling me that my former employer didn't send a separation date so I can't rollover the money. I've contacted my former employer and they have sent the separation date to Vanguard multiple times. Vanguard continues to say they don't have it and to contact my former employer. When I ask to speak to a manager at Vanguard the customer support agent puts me on hold and then hangs up on me. At this point Vanguard is refusing to let me rollover my money from my account.

  Business Response

  Date: 07/29/2025

  We are writing on behalf of Vanguard Participant Services (Vanguard) in response to your letter dated July 18, 2025, regarding a complaint from ******* Van Antwerp (BBB Case No. 23614119).

   

  Vanguard has responded to ******* Van Antwerp 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

   

  Customer Answer

  Date: 07/29/2025

  [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

  Date:07/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been appointed to a new position, and I am required to disclose financial holdings to my employer. Among these financial holdings, I have disclosed my Vanguard ********************************* to my employer, and they need to confirm whether this account is or is not an Excepted Investment Fund (***) as described below: An *** cannot be an Excepted Investment Fund (***). An excepted investment fund is an investment fund that is:-independently managed -widely held -publicly traded or available or widely diversified Normally, you have to disclose all of the underlying holdings of an investment fund, but you do not have to list any of the underlying holdings of an excepted investment fund. Instead of listing the underlying holdings, select Yes for the *** field.Additional Information about Key Terms:independently managed: For purposes of the excepted investment fund definition, an investment fund is independently managed if you lack the ability to exercise control over the financial interests held by the fund.widely held: An investment fund is widely held if the fund has at least ******************************** indirect investors.publicly traded or available: An investment fund is publicly traded if it is listed on a national exchange (**** or ******* or a regional exchange in the *************. An investment fund is publicly available if it is, or was, open to anyone who wants to become an investor. A fund is not disqualified solely because it has net worth or income requirements or if an investor must be an accredited investor.widely diversified: An investment fund is widely diversified if it does not have a stated policy of concentrating its investments in any industry, business, or single country other than the ************* or bonds of a single state within the **************Vanguard will not confirm in writing whether account is or is not an Excepted Investment Fund (***).

  Business Response

  Date: 07/29/2025

  We are writing on behalf of Vanguard ********************* (Vanguard) in response to your letter datedJuly 17, 2025,, 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

  Date:07/16/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Vanguard made a 401K account or another person using my SSN. In order to prove my identity, they directed me to submit a W9 to a PO Box that doesn't exist (I have proof that this was where I was instructed to send). When they lost my W9, they instructed me to send to a different PO Box. When I asked for a phone recording of our conversation, they hung up on me. I still cannot access my 401K after 8 months.

• Initial Complaint

  Date:07/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This firm is illegally withholding from me money that I inherited from my mother. When given testamentary letters from the court clearly stating that I am the estate executor, this firm took it upon itself to decide that the court letters were "out of date". This is illegal. Testamentary letters do not expire. This is because people do not come back from the dead and say, "Oh yeah, I decided I want someone else to manage my estate now." Nevertheless, and even though I WAS UNDER NO LEGAL OBLIGATION TO DO SO, I went to the court and asked them to redate the testamentary letters, (which the court promptly did). And in spite of this, and in spite of being notified in writing of my intent to file suit, this company is still, 20 days later, holding my funds and not letting me transfer them. Moreover, this firm continues to send sensitive correspondence to an old address that they have known is incorrect for months.

  Business Response

  Date: 07/29/2025

  We are writing on behalf of Vanguard ********************* (Vanguard) in response to your letter dated July 15, 2025, 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

  Date:07/11/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  **************** returned my check to Vanguard who sent me a letter saying they would send the check to me and I never got my money. I want my money back. s I log in to the account there are no records

  Business Response

  Date: 07/29/2025

  We are writing on behalf of Vanguard Participant Services (Vanguard) in response to your letter dated July 15, 2025, regarding a complaint from ******** ****** (BBB Case No. 23584841).

   

  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

  Date:06/23/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have an account with ********************** for my 401k that my employer uses. I attempted to take a hardship withdrawal on 06/15/25 and since it has been filed each time I call I receive a different answer from the representative. It is very frustrating and their process to confirm what has been sent in leaves the person in the dark. I am unsure if the representatives are incompetent or if they just do not care, but this is bad business all around when trying to access your own money in an emergency. I will also notify my HR department of the issue to see if I can get some assistance.

  Business Response

  Date: 07/29/2025

  We are writing on behalf of Vanguard Participant Services (Vanguard) in response to your letter dated June 30, 2025, regarding a complaint from ******** ****** (BBB Case No. 23506220).

   

  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

   

  Customer Answer

  Date: 07/29/2025

  [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,
  
  ******** ******