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.

close

Find a Location

Vanguard Group Of Investment Companies has 10 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:04/16/2025

  Type:Product 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 writing to formally complain about the mishandling of my 401(k) rollover request. Over multiple calls, I received inconsistent and conflicting instructions from different agents, leading to confusion and delays.Initially, my rollover was processed incorrectly, resulting in funds being wired to the wrong institution and subsequently denied. When I requested correction, I was given inconsistent guidance: one agent instructed me to mail a notarized letter of instruction, while another advised me to fax it. I was even provided with an email template for the letter.After submitting the required documentation by mail, I followed up a week later and was informed that the letter had been received but not yet processed, and I should call back in another week. When called again, I was told that the check had already been directly mailed to my address, even before I called in to get it resolved, contradicting the previous information.I repeatedly expressed my concern about the potential tax penalties for early withdrawal of my 401(k) funds. Despite this, I was told it was not Vanguard's responsibility and advised to check with my current 401(k) provider.This lack of consistent communication and accountability has caused me significant frustration. I am left without a clear understanding of the status of my funds and no paper trail to verify the information provided by Vanguard.I request immediate clarification on the status of my rollover request, a detailed explanation of the discrepancies in the information provided, and assurance that such issues will not recur. I also seek appropriate compensation for the undue stress and inconvenience caused by this mishandling.Thank you for your attention to this matter.

• Initial Complaint

  Date:04/11/2025

  Type:Product 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.

  In January 2025 I tried to transfer money from my sons 529 account to his **** ***. Vanguard says that the first check was lost and they issued another check and sent it to their **** department. That check was also allegedly lost.Several months later I was assured that they would issue a third check and overnight the check to the **** group.The "overnighted" funds have not posted in two weeks.This whole process has been going on for over three months and no one at Vanguard can solve the issue. They just keep telling me "A few more days"

  Customer Answer

  Date: 04/16/2025

  After three long months the money was finally deposit.

  Very poor service, and no one seemed to really care, but the eventually got it done.

  Thankfully there was not an immediate need for the money. 

• Initial Complaint

  Date:04/09/2025

  Type:Customer Service Issues
  Status:

  UnresolvedMore 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 set up a Vanguard account many years ago. I have been able to log in to access account statements and perform needed investment management. The normal process asks for the user name, password and one of the security questions.However, when trying to access my March 31, ******************************************************** without setting up multi-factor authentication. The problem is that there are only two forms of multi-factor authentication offered. The first is text messaging to a smart phone - I do not own a smart phone. The second is an automated voice call to an unrestricted land line - my phone requires someone to select an extension in order for the phone to ring but the land line option does not allow for specifying an extension. Thus, it is impossible to set up multi-factor authentication because it is impossible to receive the magic code.I called Vanguard customer support, which took over 50 minutes to get a real person. I explained the issue to the support person - many times - and she claimed there was no other option. After being on the phone for over an hour, she decided to transferred me to some unknown part of the company that now said the new wait was over an hour. I hung up.I called Vanguard customer support again a couple of days later. It took over an hour to get a real person. I immediately asked to speak to a supervisor - the support person said there were no supervisors and only she could help me - she was clearly lying. I explained the problem many times to her. After over 15 minutes, she finally decided she would allow me to speak to a supervisor. I spoke to the supervisor and explained the problem in detail - many more times. After another ************************************************************************************************ back. He said there was no direct way to reach him but he would call me back in an hour or two.After two more days, no one from Vanguard has called me back.

  Business Response

  Date: 04/22/2025

  We are writing on behalf of Vanguard ********************* (Vanguard) in response to your letter datedApril 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

  Customer Answer

  Date: 04/28/2025

  Complaint: 23183495
  
  I am rejecting Vanguards response because:
  
  On or around April 16, 2025, Vanguard did call - it was the same supervisor who had not called back as was noted in the original complaint.  During the call the following items were discussed:
  
  - The supervisor said the call was prompted by my BBB complaint and made no excuse for not having called prior to receiving my formal complaint through the BBB
  
  - The supervisor said the login issue would not be fixed
  
  - The supervisor said the account would be modified so all reports and statements would be automatically mailed at no charge
  
  - The supervisor said the account would be modified so all transactions and any other management tasks normally done through a login would be at no charge when done by phone
  
  - The supervisor said there would be no service fees or charges for using phone-based services and this was to be a permanent change to the account
  
  - The supervisor said I would receive a written letter stating the above so I would have a written record of the new agreement
  
  It has now been well over a week and I have not received the promised written agreement from Vanguard.
  
  Regards,
  
  ***** *********
  April 28, 2025
  

• Initial Complaint

  Date:04/09/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  On my third attempt to complete a rollover from Vanguard to a new company, I spoke with a *** 4/2/25 at 5:19 PM PST. We spoke for 1 hr 15 minutes to close my TSA Acct and rollover to Thrivent. I asked multiple times and clarified the value of the account at "market close." The *** confirmed the market closed and the amount that would rollover. I coordinated ***** transfer as Vanguard creates a paper check I found alarming and dangerous. I confirmed today with a complaint the *** said the rollover would process the next business day. I have never done this before, it was scary and the market was volatile. What the agend DID NOT SAY was the rollover would process the next day at the 4/3/25 market close value. The *** never confirmed I had to start the process of a rollover BEFORE MARKET CLOSE for that day's Market Value. I spoke to ****** ****** 4/7 who said, essentially, this "error" was a learning opportunity for *********. This was a critical "error" and a concerning detail to be left out. I am requesting the amount stated to me as my full rollover, and to have the difference rolled over that went down between 4/2.and 4/3 Market Close. I had this account since 1991, shameful customer service. I should have been able to get the rollover started and completee when I first called to do so Friday 3/28/25.

  Business Response

  Date: 04/22/2025

  We are writing on behalf of Vanguard Participant Services (Vanguard) in response to your letter dated April 9, 2025, regarding a complaint from ********* *****-******* (BBB Case No. 23173677).

   

  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: 05/02/2025

  I tried to ***ly to this as I could not recview Vanguard's ***ly.  I have two voicemail from Vanguard confirming mistakes were made, better communication was needed and there will be training and coaching follow up with the *** who closed my account and cost me thousands.  This is unacceptable and they admitted errors were made.  I still cannot review their response to my complaint 

  Customer Answer

  Date: 05/02/2025

  I was able to access you website with a computer, not mobile phone, and open every link.  I see this message from April.  NO, I have received nothing from Vanguard about this complaint.  Prior to knowing I filed a complaint, the ****** ************ Manager, Cam *****, contacted me and left TWO voicemails apologizing for any confusion, confirmed verbally errors were made, better communication should have transpired, training/communication with the *** was planned.  A follow up live conversation with Cam ***** on 4/15/25 confirmed the same information with apologies and the Vanguard speech about market close requirements.  Cam ***** stated he understood and had listened to the whole recorded phone call on 4/2/2025 when I rolled over my account, essentially closing my Vanguard account.  I also verified to Cam my frustration that Vanguard was p***ared to mail my retirement rollover checks via ***************** and I opted to pay *****.  I paid $78 to sent this check ***** ($34 for the second account).  ****************** made this process long, frustrating, anxiety provoking on top of the loss of $6,584.50 due to the account closing the next day - NOT what was stated/recorded by the ***.  They will not take responsibility for this outcome and I received no such letter as stated below.  I do not have a home computer, so I could not open everything until today 5/2/2025.  Thank you.

   

  MESSAGE FROM BUSINESS:
  We are writing on behalf of Vanguard Participant Services (Vanguard) in response to your letter dated April 9, 2025, regarding a complaint from ********* *****-******* (BBB Case No. 23173677).
  
  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:04/08/2025

  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.

  July 2024 Vanguard told our business that they were transferr*** the multiple partner SEP ***** to a new custodial company, we could not find enough information out about this company Ascensus since the transfer had yet to occur and until it did we then found out how horrible they are. They never had SEP *** accounts before and they were not ready for this business. Vanguard made their life easier yet made those lives of their customers, especially those like prolenea who have had a SEP *** with Vanguard for over 10 years, were impacted negatively. Their choice in companies has affected us greatly and until us*** them we would not know the questions to ask. Ascensus have a very minimal list of investment options, their forms are spreadsheets that are very unprofessional and they are not part of ACATs mean*** now that we have decided to leave them they only have the option to liquidate the funds and send a CHECK!! What antiquated company did Vanguard choose to move multiple participant SEPs to. So very disappoint*** after all these years. Since the company allowed electronic transfers into Ascensus we are demand*** they find a way to transfer monies in a day without writ*** a check or liquidat*** the funds. A check has no guarantee how long it would take and it could be lost *** the mail for weeks mean*** we could lose a ton of money. There is not option for overnight and we have no idea when the funds would actually be sold and based on how the market is now, how is this not a process that can negatively impact the customers.

• Initial Complaint

  Date:04/01/2025

  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 401k from ****** 02/25/2025 my 401 k retirement count was closed through vanguard. They was supposed to send my remaining from my account account. The remaining remote was $1,092. Ever since then the follow up on any of my concerns.

  Business Response

  Date: 04/22/2025

  We are writing on behalf of Vanguard Participant Services (Vanguard) in response to your letter dated April 1, 2025, regarding a complaint from ******* ****** (BBB Case No. 23145066).

   

  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: 05/02/2025

  They never resolve the issue 

• Initial Complaint

  Date:03/24/2025

  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 asked Vanguard to transfer approximately $45,000 from a **** *** account to another firm and they told me that it had been completed. When I for documentation, they could not give me any. I was on the phone for an hour and 40 minutes when, while on hold, The phone was hung up on me. They are taking no responsibility and yet giving me no documentation as to where the money went. other firm says they have not received any ******** I have lost $45,000 and can get no help from Vanguard

  Business Response

  Date: 04/22/2025

  We are writing on behalf of Vanguard ********************* (Vanguard) in response to your letter dated (March 25, 2025), 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

  Date:03/22/2025

  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.

  Ive been with Vanguard for 20 years at least. They used to have great customer service. They now have their customer service outside ***************** in *********** when you call they asked for personal information that could be used to commit identity fraud things such as youre Social Security number, whos your best friendall kinds of security questions. Ive constantly asked to be transferred to someone in the ************* and they say youll just have to call back when I reach someone in ***************** by sayingI wanna open a new account. My objective is to transfer my accounts to Fidelity and they will not help I resent having to discuss my personal finances with four nationals in a Third World country. Ive asked for a phone number that I can call and speak someone within the country I reside ************************. I believe that this is criminal what theyve done I need help getting my money out of Vanguard. I dontknow what to do

  Business Response

  Date: 04/22/2025

  We are writing on behalf of Vanguard ********************* (Vanguard) in response to your letter datedMarch 25, 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 

  Customer Answer

  Date: 05/02/2025

  You could simply just call Vanguard customer service line if you have a ****************** account how many people do or maybe get a coworker that has a vanguard account call and see what they ask for identifying. I had a mask for my Social Security number my best friends name all kinds of security stuff. I dont think you should let this one go.

• Initial Complaint

  Date:03/18/2025

  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 back and forth with vanguard going on a week now . I have surgery March 27 and it requires out of pocket expenses before they can operate . I put the request in March 7 , got the forms to them by March 12. The forms were denied same day due to needing an itemized breakdown . Got that to them by March 14 , never got anything back . Called March 17 I was told everything was running smoothly so I was patient . Called today March 18 and was told that my forms have been rejected again because they werent visible I went to the exact same place both times and you could see them fine enough to deny . So again today I went and faxed them for a THIRD time which has now cost me 30$ and I get an email saying its missing like 10 things . These are the exact same forms Ive been sending . I am exhausted and I have surgery on the 27th . You will do everything they Ask and they will still find a reason to not provide you money when needed. When people ask who they should invest with , I will NOT recommend them .

  Business Response

  Date: 03/26/2025

  We are writing on behalf of Vanguard Participant Services (Vanguard) in response to your letter dated March 19, 2025, regarding a complaint from ***** ****** (BBB Case No. 23084796).

   

  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:03/12/2025

  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 contacted the company more than 10 times regarding a 401K rollover and Ive received information that is inconsistent to representatives out right being dishonest. My rollover is still not finalized. This is an extremely simple request and it should not be this difficult. *** also filed complaints with various regulatory entities regarding this.

  Business Response

  Date: 03/26/2025

  We are writing on behalf of Vanguard Participant Services (Vanguard) in response to your letter dated March 13, 2025, regarding a complaint from ******** ***** (BBB Case No. 23058982).

   

  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