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

  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

• 

  Vanguard Group Of Investment Companies

  PO Box 2600 Valley Forge, PA 19482-2600

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:09/23/2024

  Type:Billing 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 transferred my Vanguard accounts to Fidelity (where my husbands accounts are) after I left my company. I moved over 6 or 7 accounts. No problems until I went online to check that they were transferred and noticed I had a negative balance in one of my accounts. As it turns out Vanguard has started charging a $100 transfer fee for each account you transfer. My problem is not that they charge a fee, but they do not disclose to you or warn you. And the only reason I found out is because one of my accounts went negative. I called to discuss and told them I would have at least combined my accounts so that I wouldnt have been charged 6 times! And they said there was nothing they could do now. I even had a team leader call me and they said that the same thing. I will be filing formal complaint for a failure to disclose hidden fees.

  Business Response

  Date: 10/13/2024

  We are writing on behalf of The Vanguard Group in response to your letter dated September 25, 2024, regarding a complaint from ***** ******. For your reference, we have enclosed a copy of your correspondence as Exhibit A.

   

  Vanguard has responded to Ms. ****** 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:09/19/2024

  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 trying to complete a roll over of a 401k account from ********************** in to a fidelity investment. The original check was never received by Fidelity from Vanguard, I then had the check canceled and tried to have it sent to my home, I again never received the check. For almost 4 years I have been stuck in a loop of trying to work with Vanguard customer service to escalate this issue and I am even willing to pay for Vanguard to ***** the check to me overnight to ensure that I get it so that I can get it to fidelity myself. I have filled out unclaimed distribution forms multiple times for Vanguard. Every time I call after I haven't received the check they have me fill out the form again and tell me I can't escalate until I don't receive the check, when I don't receive the check they tell me to fill out the form again and again that I can not escalate until I have completed the form an additional time. I am stuck in a never ending loop and unable to pay to get this check so I can get out of this never ending cycle.

  Business Response

  Date: 10/13/2024

  We are writing on behalf of Vanguard Participant Services (Vanguard) in response to your letter dated September 19, 2024, regarding a complaint from **** ****** (BBB Case No. 22308595).

   

  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:09/19/2024

  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.

  Dear ********** I have a retirement investment account with your organization at Vanguard. I am writing to you because I have reason to believe that my Vanguard account has been hacked and comprised. I have tried to log into my account today to track my investments, but my device(s) state that I have been locked out of my account, and there is a Business Headquarters Location 200 Vanguard **************************************************************** ************** If you have any questions or concerns, please contact the BBB assigned to your complaint:BBB serving *******************, ***************************************** ******************************************************************************************** ************** ************************************************************************** 4/24/24, 3:08 AM Page 1 of 4 restriction on which device(s) I can use. Below is a screenshot and attached is a copy of the restriction for reference. I changed my password today immediately to protect my account, but I still cannot log in. Secondly, I also have grave concerns because my contact e-mail address with Vanguard was blocked late last year, impeding any inbound e-mails on my end. I changed my e-mail to protect my account so I can receive notifications both via e-mail and post mail. Thirdly, I was sent a spoofed Vanguard e-mail last month and have concerns my account may have been targeted and attacked. I am seeking an explanation and prompt resolution regarding these matters without any undue delay or third party mitigation. Thank you, in advance, for your time and attention to this matter. I look forward to hearing from you soon. Thank you.

  Business Response

  Date: 10/13/2024

  We are writing on behalf of Vanguard Participant Services (Vanguard) in response to your letter dated September 20, 2024, regarding a complaint from ******* ***** (BBB Case No. 22307252).

   

  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:09/17/2024

  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 was sent a termination withdrawal check from a 401k that Ive gone to 10 different banks who say they cant verify the check. The check does not have a bank name on it. It has BNY Mellon Trust of Delaware which is an investment company whose website does not work. Now they are telling me they will have to send me the same check which I cant cash. They are not giving me the money I put into my 401k. The check has no bank included on it.

  Business Response

  Date: 10/13/2024

  We are writing on behalf of Vanguard Participant Services (Vanguard) in response to your letter dated September 26, 2024, regarding a complaint from ******** ***** (BBB Case No. 22293933).

   

  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:09/13/2024

  Type:Billing 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.

  transferred funds to Vanguard several years ago. A mailing last year described a $25 fee per account if you did not sign up with their financial advisor or be enrolled for electronic delivery of documents. I called customer service and had a representative walk me through the process of signing up for electronic delivery of documents. This was accomplished over a year ago and I am still being charged to $25 per account. After calling Vanguard numerous times ,I was told that I did not sign up for electronic delivery for all documents correctlyI do not understand since I completed the task with a Vanguard customer service representative ,click by click.Very poor customer service and unscrupulous tactics to get money.I am not happy at all with Vanguard, and would like these fees returned.

  Business Response

  Date: 09/25/2024

  We are writing on behalf of Vanguard ********************* (Vanguard) in response to your letter dated September 9, 2024, regarding a complaint from ***** ******. For your reference, we have enclosed a copy of your correspondence as Exhibit A.

  Vanguard has responded to Mr. ****** 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 Answer

  Date: 10/01/2024

  
  
  Better Business Bureau:
  
  I have spoken with one of your representatives in reference to complaint ID ********, and find that this resolution is satisfactory to me. (Although i wish it was not necessary to have filed a complaint, but each time i called Vangard, I was told there was nothing they could do).Aparantly there was....
  Please provide education to the "first-line" representatives who answer the phones.
  Regards,
  
  ***** ******
  
  

• Initial Complaint

  Date:09/12/2024

  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 am locked out of my Vanguard **** account. I can't reset the password online because their web site is so poorly designed. They offer no way to reach customer support except by phone. I called and was prompted to sign up for text alerts and then was disconnected. I called again and gave too many answers to the security questions the *** asked (I had trouble understanding her with all the noise in the background on her end). She ***lied she would email me an account reset form that I would have to fill out and mail in. Are you kidding me? The form has not been emailed to me. So I am locked out of my account and have no avenue to move this forward. I haven't received the form, I can't email or text or chat. I don't understand this company's customer service philosophy at all. I have another account at Ally and it's seamless. No issues, tech always works, customer support is faultless. I need access to my account. I need access to customer service ***s. *******

  Customer Answer

  Date: 09/19/2024

  I reviewed my records and saw my account was disabled on Aug 5. That was a down market day and Vanguard's site was down on Aug 5 based on internet searches I just did. Which makes sense because I tried to login using both my phone and my computer and couldn't understand why it wouldn't log me in, before triggering too many login attempts and then the account lock. So, this has happened because of a failure on their side to handle increased activity on their web site (their web site is atrocious). One of their **** has reached out to me by phone earlier this week, but the company continues to deny me almost any other way to get support except via phone, which makes it difficult to track who said what and when and what next steps are. The account reset form has been emailed to me it has to be physically mailed in and also signed by a notary I don't find this acceptable or reasonable at all (I don't know a notary) especially considering this happened at least partially because their web site crashed on a heavy trading day (which has happened before). (link to screen grab web site: *******************************************************)

  Customer Answer

  Date: 09/19/2024

  To be fair, a Vanguard *** named *** just called me and helped me regain access to my account so now I do not have to **** mail in a notarized form. I appreciate her patience and professionalism. I still am unsure why this had to escalate and also think Vanguard should be more cognizant that when their site is down and customers can't get into their account and don't know the site is down that this kind of thing will happen. Also, I am unsure if this escalated and the *** called because I filed a complaint with BBB. She helped me though so I am relieved.

• Initial Complaint

  Date:09/10/2024

  Type:Billing 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 am being charged account access fees. I am on edelivery. please refund fees

  Business Response

  Date: 09/18/2024

  We are writing on behalf of **************************************** (Vanguard) in response to your letter dated December 16, 2024,, regarding a complaint from ******* *******. For your reference, we have enclosed a copy of your correspondence as Exhibit A. 

   

  Vanguard has responded to Mr. ******** 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 Answer

  Date: 09/29/2024

  Satisfied with resolution.  

• Initial Complaint

  Date:09/09/2024

  Type:Customer Service 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 had Numerous issues with Employees of Vanguard not know their jobs,not just once , but every singke time I call . And telling me false information on what to do , and they agrue with me , claiming they are right ...while providing me bad information....This is after I have attempted resolution with Inheritance money since July 21st , 2024. It is now September 9, 2024. And every solitary time whoever I talk to (probably 20 different people) they assure me my documents are given to the right person...I call back and the next one assures me , too. They don't email or message me on my Vanguard account there are any problems. And BINGO ! I call back and the documents somehow are not there? I am at ***** end and they are keeping money from The Trust . I assure you all my documents are drawn up by a Lawyer and Notarized . Even if they resolve this eventually ...this is a Customers Worst Nightmare , akin to working with 3rd graders. ...The Money in my ******** IRA ******* has passed) has probably lost hundreds of dollars due to their INCOMPETENCE. I would like this letter posted to Vanguard. You can share this with anybody you want.Thank You ***** *****

  Business Response

  Date: 09/19/2024

  We are writing on behalf of The Vanguard Group **** (Vanguard) in response to your letter dated September 16, 2024, 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:08/29/2024

  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 was paying off a loan early and contacted vanguard on 8/15 because I didnt see the payroll deduction. I wanted to make sure I paid the correct balance. I was advised it takes a few days to post but it will post to loan number 4, I proceeded to pay the difference of balance after the pay roll would apply on 8/16. I noticed on 8/20 that loan number 4 was showing an amount owed. When I called and explained that the balance was $3237.72 on 8/15, after the payroll payment of $113.82 the balance would be $3123.90 and I submitted $3124 to payoff the loan. The associate told I didnt submit that that amount and told me to submit proof of it. That I had to wait 24hrs for a supervisor to call me. The next agent I spoke to told me that the $113.82 was applied to the new loan I just took out as an interest payment and that loan number 4 has a balance owed of $119.45. They would be collecting more interest vs applying the funds to the correct loan. I asked for a supervisor again. I finally spoke to a supervisor on 8/22 who advised me she has to forward this to another team. I heard back via email on 8/27 that since the payoff payment posted on 8/20 that the payroll payment was applied to the new loan instead. However, the payroll payment posted on 8/19 before the payroll payment and should have applied to loan 4 1st. I I tried speaking to a manager today however the associate advised he had to create a new case and I had to wait another 24hrs for a new supervisor to call me. That I couldnt speak back to the supervisor from 8/19 to request a manager either, that there was nobody else higher up that I could speak to at all. They have made this a very difficult and long process because you can only speak to associates. I just want the $113.82 applied to the correct loan, so it shows paid off correctly.

  Business Response

  Date: 09/18/2024

  We are writing on behalf of Vanguard Participant Services (Vanguard) in response to your letter dated August 30, 2024, regarding a complaint from ****** ******* (BBB Case No. 22215968).

   

  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:08/29/2024

  Type:Customer Service 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 am an investor with retirement and investment accounts with ******************. They have been providing terrible customer service. They will not explain why my accounts are underperforming. I want assistance in moving my money away from this company. Real instructions not just being referred to an app. I want to speak with someone with actual financial knowledge vs. someone who is reading a script that can tell me what is going on with my money and why it is being invested. I do not want to have to wait on hold for hours or be told I have to call back because call volume is too high every time I have a problem.

  Business Response

  Date: 09/18/2024

  We are writing on behalf of The Vanguard Group **** (Vanguard) in response to your letter dated 8/29/24, 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