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

  PO Box 7800 Philadelphia, PA 19101-7800

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:12/11/2024

  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.

  My father passed away in April and I have been trying to work with Vanguard to transfer his *** to my mother. I have provided all necessary documentation and have been working with the team for over 6 months and the issue is still not resolved. I have emailed them several times over the last two weeks and have gotten no response. I have called and confirmed that everything was in order and approved the transfer of funds twice. Each time I call, I sit on hold for hours. Literally, that is not an exaggeration and then have to go through the whole process again. This is completely unacceptable and, quite frankly, cruel. I have to go through the explanation of my father's death and my mother incapacitation over and over again. All so I can get the accounts sorted so we can pay for my mother's medical expenses. Completely unacceptable. I would like a resolution to this issue and the funds transferred to my mother's inherited *** account like I was told would happen a month ago.

  Business Response

  Date: 01/15/2025

  We are writing on behalf of The Vanguard Group **** (Vanguard) in response to your letter dated 12/12/24, 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

  Customer Answer

  Date: 01/16/2025

  [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:12/04/2024

  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.

  On November 19th, I opened a brokerage account with ******************, and set up a $3,000 transfer from my savings account with ********************. According to my Vanguard account, $3,000 was transferred and I invested this in an index fund. On November 29th, I logged into my Vanguard account and set up another transfer from my **************************** account in the amount of $500. According to Vanguard, I had $500 to trade and so on the 29th I invested $500 in an index fund. On December 3rd, I received an email from Vanguard stating that my $500 transfer was rejected. I immediately called Vanguard and spoke to someone in an overseas call center in the ***********. After going over everything with her, we determined that the account number for my *************** account was incorrect. I was unable to delete the incorrect account information or add new, correct information and I was informed that the only option was to fill out paperwork she sent me electronically, and to provide a copy of a statement from my *************** account. I was informed that this would be reviewed and the account information corrected. This morning, December 4th, I received an email from Vanguard at 6:16 a.m., informing me that I "must pay for a recent trade" in the amount of $499.96 via banking transfer, wire, or selling of stock. At 8:30 a.m., I again called Vanguard to ask what I should do since I was unable to do anything because the account information was still incorrect in my Vanguard account. I once again spoke to someone in an overseas call center who was not able to help me at all and I asked to speak to a supervisor. There was no supervisor available and I was told someone would call me within an hour. About 30 minutes later "Ishmael" from ********* called me. However, this supervisor explained that he only handled issues with online account access and couldn't help me but that he would transfer my problem to another department. I am now filing this complaint in exasperation.

• Initial Complaint

  Date:12/04/2024

  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 invested with Vanguard and I cannot log into my account after putting in all my personal information. When you call their 1800 number, they ask you many questions and then it hangs up on you! This needs to go the newspapers and is absurd!

  Business Response

  Date: 01/15/2025

  We are writing on behalf of Vanguard ********************* (Vanguard) in response to your letter dated December 4, 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:12/03/2024

  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.

  In early November, I requested a partial account transfer. ****************** incorrectly processed this request as a full account transfer, which I never requested, and restricted my account. Although the partial transfer was eventually (and belatedly) completed, my account has remained restricted and I am unable to transact, transfer, buy/sell, etc. from my brokerage account. This needs to be resolved.

  Customer Answer

  Date: 12/04/2024

  Issue resolved, complaint can be closed. 

  Business Response

  Date: 12/10/2024

  We are writing on behalf of **************************************** (Vanguard) in response to your letter dated December 4, 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

• Initial Complaint

  Date:12/02/2024

  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.

  Oct 31, 2024 decision on statements, I am complaining about Vanguards decision to cancel paper statements by mail as they want to charge a fee but really they are pretending their customers assume that everybody prefers online statements which is not true. I have a verified learning disability and I depend on paper statements because its easier for me to understand verses their website which is not easy to navigate. Going all e-statements is hurtful on people who depend on paper statements but also hurts the postal service too. Each month I was getting all my statements by mail till last month I noticed I didnt get a mail statement. I called and told them what I thought about it and why I need paper statements for my disability as they said they would let me know about it in 2 weeks as I am supposed to be exempt for fees but so, they did not do any type of survey on their customers preferences on what they prefer, nothing just assumed e-statements is for everybody which angered me. The second issue, is they want to charge for RMD removals now because they assume their customers can do it on their own without assistance and if you need assistance they want to change customers. I find this appalling since they website is difficult to understand for us customers to assume we can do it on our own, well that isnt certainty isnt the case for me because I have a learning disability to prevents that where I need assistance. So with my BBB complaint, they need to reconsider going back to paper statements by giving customers a choice without fees. Customers may have many reasons why they need their paper statements by mail other than a disability and two, they should not be charging for RMD withdraws if people need assistance. The saying is, if it isnt broken dont fix it but he they did so and they need to fix the problem.

  Business Response

  Date: 12/10/2024

  We are writing on behalf of Vanguard ********************* ("Vanguard") in response to your letter dated December 3, 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. 

  Customer Answer

  Date: 12/10/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22629431
  
  I am rejecting this response because:
  
  

  I'm rejecting this response because one it does not address the main issue of my learning disability and the fact that their policy does not protect me under the American disabilities act as I explained that their website is difficult to navigate for people that have disabilities. They give no exemptions for accommodations which makes it difficult for me to use the site as before I did not have issues when it came to statements in the mail now they want me to use their website without statements in the mail now. I addressed this complaint to them stating why statements need to be in the mail for people that have disability difficulties on their website. 
  
  They don't seem to understand the physical disabilities of their clients a side by putting their cost as more important than accommodating their disability clients even clients who have no Internet access.
  
  I got no sympathies from this company none. They are straightforward and do not want to understand the difficulties of their website to their clients, they make assumptions that they think anybody can use it it's free they can call them anytime well it's not that easy. I received paper statements for many years and that was perfectly fine but now they changed that, they seem to think that's a better option well it's not a better option, it's more difficult. So I'm completely rejecting what they said, they made no compromise nothing.
  

  Regards,
  
  ***** ********
  
  
  
  
  
  
  
  

  
  

  Customer Answer

  Date: 12/20/2024

  Vanguard said there was exhibit A, well I don't see any exhibit A from them. I want to see this reference they're talking about.

• Initial Complaint

  Date:12/02/2024

  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 Opened an account with them and 6 months later they claimed someone had hacked my account and locked me out. I assume the hacker stole the contents of the account $,$$$. ****************** locked me out and gave me no access to the money or response to the alleged fraudulent activity. I have called 10 times in the last 6 weeks. Everytime they say the research department will call me back. NO CALL BACK OR RESPONSE. I have lost thousands of dollars with NO RESPONSE!!! I am now filiing a FINRA Complaint and will be requesting Mediation/Arbitration which will probably cost at miniumum hundreds of dollars.

  Business Response

  Date: 12/10/2024

  We are writing on behalf of Vanguard ********************* (Vanguard) in response to your letter dated December 3, 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:11/26/2024

  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.

  Cannot get anyone to assist me with my account questions that is knowledgeable

  Business Response

  Date: 12/10/2024

  We are writing on behalf of Vanguard ********************* (Vanguard) in response to your letter dated November 27, 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

• Initial Complaint

  Date:11/25/2024

  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.

  So I recently initiated a withdrawal request with vanguard from my retirement plan. I was greeted by a customer service agent who could not speak good English, but I reluctantly went ahead with the process. I told the agent that I wanted to withdraw 1500$ and the agent started the process. It took a very long time for the agent, because he acted like he didnt know what he was doing. Well a few days later it shows me that I withdrew 15000$ not 1500$ form the account and that I supposedly agreed to it. Upon contacting A supervisor they told me I was on recording confirming this and that I could not listen to the call recording with MY voice on it. This miscommunication will cause me to pay more in taxes and vanguard doesnt care! This is due to the hiring of many employees that dont know how to speak good English and therefore miscommunication is inevitable. They dont care about their customers and have screwed me!

  Business Response

  Date: 12/10/2024

   

  We are writing on behalf of Vanguard Participant Services (Vanguard) in response to your letter dated November 27, 2024, regarding a complaint from *************************************** Case No. 22604750).

   

  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:11/23/2024

  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 did an ***** transfer from a brokerage to Vanguard and Vanguard did not properly bring over the tax lots. Unfortunately my message to Vanguard on this remains unanswered so here we are. There is no need for phone calls or lengthy letters, please simply properly complete the ***** transfer.

  Business Response

  Date: 12/10/2024

  We are writing on behalf of Vanguard ********************* (Vanguard) in response to your letter dated December 5, 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

• Initial Complaint

  Date:11/21/2024

  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 desire to rollover my 401K account from Empower to Vanguard (which is employer sponsored). I have completed all the necessary paperwork but have been waiting on my letter for almost two months. Each time I call Vanguard, I am rerouted numerous times, disconnected, and on the phone for an hour with no resolve. I don't have time to keep calling them with reminders. I have been told on numerous occasions that my letter of acceptance will be emailed in ***** hours but still nothing. I was told by a recent *** ******* that the previous *** didn't process the letter properly so ***** redid it with the promise of it being emailed in ****** hours... that was over a week ago. I called again yesterday and spent my entire lunch break on the phone with Vanguard being rerouted with zero resolve. I've asked to speak to a manager or supervisor numerous times and am always told that there isn't one available. How are customers supposed to ***************************************** with their money and investments if they can't even transfer a call properly or email a letter on time? Since my new employer-sponsored Vanguard account offers matching, Vanguard has caused me to lose out on money that would have been matched for two months. I am beyond fed up with Vanguard and am tired of calling them as they are impossible to communicate with. I am second-guessing my decision to move my investments to Vanguard. I will be speaking to my employer about my experience as well. I simply want my letter of acceptance emailed! Another contact number for Vanguard is: ************

  Customer Answer

  Date: 11/21/2024

  This issue has been resolved. They sent the letter. It cane via email in an encrypted/secure message from an entirely different company name. In the days of phishing and spam, Im not sure why they expect someone to click on a random businesses email link when youre dealing with finances and peoples money, especially when social security numbers are involved. Their **** needs to let people know that its coming via secure link from a company whose name is not Vanguard!