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 2600 Valley Forge, PA 19482-2600

• 

  Vanguard Group Of Investment Companies

  PO Box 1103 Valley Forge, PA 19482-1103

• 

  Vanguard Group

  2525 Water Ridge Pkwy Charlotte, NC 28217-4544

• 

  Vanguard Group Of Investment Companies

  455 Devon Park Dr Wayne, PA 19087-1815

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:06/20/2025

  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 attempted to transfer money from my vanguard self-directed account to a Vangaurd institutional fund. I spoke with a representative who told me what to do. I did it, the transfer did not go through, and I lost thousands of dollars. Vanguard says that I did the transfer incorrectly (there was not enough money in the account). I did exactly what the representative told me to do, and therefore it is their fault. They refuse to reimburse me and say that I would need a subpoena to get them to release the recorded phone call to me.

  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. 23499198).

   

  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:06/14/2025

  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.

  I have investment products with Vanguard. I changed my legal name in 2024 and all of that has been updated yet they continue to send mail to the old name which is not acceptable because 1. It is deadnaming 2. They said the name has been updated. 3. It does not match for tax purposes and these inconsistencies cannot happen.

  Business Response

  Date: 07/29/2025

  We are writing on behalf of Vanguard ********************* (Vanguard) in response to your letter dated June 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:06/13/2025

  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.

  Vanguard used my social security number for a disbursement of a retirement account in 2014 to ******* ******* in the amount of $10,500. The *** now has me liable for taxes and penalties in the sum of $5,126.09. I have contacted Vanguard on two occasions and have they have taken my information and on 5-06-25 telling me they would escalate the matter and give them 72 hours on 5-23-25. I have been on the phone with them and the *** for hours at time and nobody is helping. The *** has already taken my tax refunds and applying it to this balance that I do not owe. I have never had dealings with Vanguard and I don't know how they got my social security number. I filed identity theft, and they are still holding my money. I need help.

  Business Response

  Date: 07/29/2025

  Good afternoon,

   

  We could not locate a client with the information provided, please ask the submitter for any information linked to their account.

   

  Thanks,

   

  ***** *******

  Customer Answer

  Date: 08/18/2025

  Please see attached.

   

• Initial Complaint

  Date:06/13/2025

  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.

  My employer made the unfortunate decision to end our 401k plan with Fidelity and begin with Vanguard. It is somewhat baffling that a company of Vanguard's scale has such horrid web design and backend support. I have been unable to gain online access to my account. I've spoken to various people in various departments, and spent hours on my end getting the same looping error. For someone with some level of authority and accountability, the error I continually receive is:"Please start over To complete you web registration, you'll need to provide your info again." I've explained this on the phone to multiple people. I am unable to login to Vanguard's website at all. This first impression of Vanguard sealed my decision to roll my prior 401K balance from Fidelity to a *** with Fidelity. These are simply issues I never had at the technical or support levels. Fix it.

  Business Response

  Date: 07/29/2025

  We are writing on behalf of Vanguard Participant Services (Vanguard) in response to your letter dated June 17, 2025, regarding a complaint from ******* ********' (BBB Case No. 23463852).

   

  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:06/04/2025

  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.

  Vanguard has asked for documents that have been provided but still refuses to give me the money from my husbands account. ****************** refuses to honor Federal Law of Order of Precendence, Death Certificate, and Court Document. The representatives have been rude and have strung me along for 3 months. I am asking for assistance with getting Vanguard to give me the money that is legally mine.

  Business Response

  Date: 07/25/2025

  We are writing on behalf of Vanguard ********************* (Vanguard) in response to your letter dated June 6, 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:06/04/2025

  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 requested a transfer of my 401K funds from Vanguard to Fidelity. I have accounts with both ******************, but wanted to consolidate into 1 account, at ********. I called on 5/9/2025 and worked with a financial analyst at Vanguard as well as a financial analyst at ********, on the same call and we completed the request and confirmed the amounts and the acounts where the money should be transferred. The agreement allowed for 7-10 business days before the transfer would be complete. There were 2 checks being sent to 2 accounts. Only 1 of the checks was transferred successfully, but the 2nd check did not arrive. I called Vanguard on 5/29/2025 asking about the transfer and if they could track the check. This was not possible. I asked them to cancel the transfer and re-issue the check, per the instructions given to me by my Fidelity advisor. I was told that this 2nd check would be sent in the mail on 5/30/2025. As of 6/4/2025, the money still has not arrived at Fidelity. I have verified the mailing address each time with Vanguard representatives as it is the same as where the other check was sent and was successful. I want my money transferred within the agreed upon timeframe. I want reparations in interest for the money lost during this transition time.

  Customer Answer

  Date: 06/07/2025

  I have received the rollover check in the mail with a letter that it was not able to be processed. 

  Customer Answer

  Date: 06/12/2025

  Vanguard was scheduled to send a transfer check to Fidelity on May 8, 2025. However, ******** did not receive the check by May 23, 2025 so I was asked to call Vanguard to have them to reissue the check. When I called Vanguard, they were unable to find the first check, so I asked them to reissue another check. They confirmed the ******** account to put on the check and gave me a confirmation number and said the check would be mailed on May 30, 2025. I called Vanguard on June 4, 2025 to get a status but they were unable to track the check and said I should wait the full 7-10 business days. 

  Prior to this, I spent over an hour on the phone with Vanguard clearly outlining the actions I was requesting, specifying which accounts the funds should be transferred into, and confirming the correct mailing address. I repeated this information multiple times to ensure accuracy, yet it was not properly included on the check sent to Fidelity.

  After receiving the first physical check on June 6, 2025, I contacted Fidelity to ask why they didn't deposit the money into my account, they informed me that they did not have any documentation of my request for the transfer and that the check was missing the account information that Vanguard should have put on it. This same day, Fidelity had also received the second check, which I had requested from Vanguard on May 23, 2025. However, the check arrived listing both Fidelity account numbers, which caused further confusion.

  I was able to work with Fidelity to clear up the confusion and get my money transfered into my rollover account. 

  This process was far more complicated and time-consuming than it should have been. A transfer of this nature should not take over 30 days to complete. I am disappointed in the way Vanguard handled the situation, particularly in the lack of clarity and support provided during such an important financial transaction. Transfers involving substantial amounts of money should be managed with far greater attention to detail and customer service.

  
  

• Initial Complaint

  Date:06/03/2025

  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 requested a full distribution via phone on 5/15/25. The *** stated only pre-tax could be withdrawn and I'd need to call back to request the **** distribution. I confirmed no additional $200 fee or $30 fee to expedite would be charged; the *** confirmed. On 5/22/25 I received an email confirming the distribution was processed and would be received on 5/27/25. I called to request the **** distribution only to be told the original request was done incorrectly by the Vanguard ***. A partial distribution of both pre-tax and **** funds was made instead of just pre-tax like the *** stated. After many additional calls to Vanguard and requesting a supervisor to get involved to correct the mistake, I still have never received a call. This was escalated for a supervisor call back on 5/23/25. I received an email on 5/29/25 acknowledging the remaining distribution would be made and expedited via *** at no additional charge to me. On 6/3/25 I received an email that the transaction had been processed and I would receive the checks on 6/13/25, which means it was not expedited as promised. I called 6/3/25 to have the issue corrected; however, I can never get anyone on the phone that can actually help. A new request for a phone call from a supervisor was put in. The customer service and follow through on promises by this company are non-existent. Communication is poor, and getting any issues resolved becomes the problem of the customer, such as suggesting that I need to put a stop payment on their check because of their mistake. All of this is making me lose time on funding a business. I see that Vanguard has an F rating on the BBB website with many complaints, and many unresolved. My own experience truly supports this rating. I don't want more empty apologies. I want my money overnighted today (6/3/25). This is the LEAST Vanguard can do to make this marginally better, yet it will likely be at least 5 more days before anyone even responds to this complaint - if they respond at all.

  Customer Answer

  Date: 06/29/2025

  The company processed the distribution in four checks total. The distribution should have been processed in two checks: one for the pre-tax contributions and one for the **** contributions. I was charged two $200 distribution fees, one of which was reimbursed due to the companys processing error. I paid $30 to expedite the full distribution. The first two checks were expedited; however, although the second two checks were promised to be expedited at the expense of the company, they were not expedited. This caused a delay in the funding of my new business. I have not received compensation for those final two checks not being expedited. To my knowledge, I received the full distribution of my accounts and the $200 refund for the erroneous second distribution fee.

• Initial Complaint

  Date:05/29/2025

  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 opened a personal investment account with ********************** *** on 5/13/2025. Then, I inherited an account from my deceased grandmother on 5/15/2025. Since then, my account has been locked. I have not been able to log in and access my account. The money in the account totals roughly $77,000. I called customer service to see what the issue was on 5/27/2025, as the issue had not resolved itself. The customer support line was unable to offer any resolution. My money has been held unjustly from me by this company, all the while, they have been earning interest with my money. I am not seeking compensation. I only want access to my money restored.

  Business Response

  Date: 07/25/2025

  We are writing on behalf of Vanguard ********************* (Vanguard) in response to your letter dated 05/30/2025, 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: 07/25/2025

  [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:05/28/2025

  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 am writing to formally express my frustration and concern regarding the ongoing issue I have been facing with locating and receiving the funds from my 401(k) account. Despite numerous attempts to resolve this matter through your customer service, I have been continuously transferred from one representative to another, without any clear resolution.Most recently, I was told that the funds were paid out to me via check. Which I have never heard of, nor have I received any such payout. I was then informed that the account may have transitioned into an *** account, but again, no one I spoke with was able to provide any concrete details or solutions.I spoke with a representative named ****** Filosopo, who was supposed to handle *** accounts. Unfortunately, even after speaking with her, I was transferred repeatedly, and each person I spoke to seemed unaware of the issue or how to assist ***** this point, I am deeply concerned about the handling of my retirement funds and the lack of accountability in your customer service process. I am requesting the following:A clear and detailed account of the status and history of my 401(k) account.Confirmation of whether the funds were ever transferred, paid out, or rolled into an ****Immediate assistance in locating my funds and ensuring they are properly delivered to me.Please consider this a formal complaint. I expect a written response detailing the steps Vanguard will take to resolve this issue. please contact me directly at ************ or ************************** I look forward to a prompt and professional resolution.

• Initial Complaint

  Date:05/27/2025

  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.

  February 18th 2025 is when the transaction began. The name on the check for cashing out my 401k was incorrect, I was then instructed by Vanguard to send a letter of instruction to change the name on the account, the letter of instruction was sent 3 separate times. The first time was with my marriage certificate and letter of instruction to change the name on the account. The ********************** stated only the marriage certificate was received. The second time was sent certified mail and was signed for by a supervisor of the company and when I called to have the check reissued again they said I needed to send another letter of instruction for the check alone. The final letter of instruction was sent May 2nd 2025, to have the check reissued with the correct name. The name on the account was changed back to the incorrect name after several confirmations that the name was changed to the correct name and they continue to say they need another letter of instruction even though I have all of the confirmations that the name was changed and just need the check reissued with the correct name on it. Vanguard continues to say they have no record of any of the name change confirmations when I have all of them.

  Business Response

  Date: 07/25/2025

  We are writing on behalf of Vanguard Participant Services (Vanguard) in response to your letter dated June 2, 2025, regarding a complaint from ***** C. **** (BBB Case No. 23383688).

   

  Vanguard has responded to ***** C. **** 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