Complaints

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

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• 

  Vanguard Participant Services

  5951 Luckett Ct STE A-1 El Paso, TX 79932-1882

• 

  Vanguard Participant Services

  PO Box 982901 El Paso, TX 79998-2901

• 

  Vanguard Participant Services

  PO Box 982902 El Paso, TX 79998-2902

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:03/04/2025

  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 received a letter (attached here) on the mail from Vanguard as a stakeholder and I never signed up to be a stakeholder. When I called the phone line ********** they needed more data to see if I was in the data base and they asked me for my complete **** I did not provide my SSN but I provided my email complete name and 4 last digits of the **** I would like an explanation of how and why this data ended up in their data base and who sign me as an stakeholder.

• Initial Complaint

  Date:02/06/2025

  Type:Product 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.

  Hello I called Vanguard in regards to rolling over a 401 k from my old job and the lady on the phone didnt seem to be sure of yourself she sent me someone elses plan # and paper to print . This is scary to think I will have Money tied up with your company for retirement and I cant even get the right form emailed to me. I dont work at Whirlpool I work at ******* Strong Tie. My plan number is # ****** and the papers that were emailed to me is plan # ****** she needs more training clearly .

• Initial Complaint

  Date:01/23/2025

  Type:Product 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.

  Company input wrong account information when processing my electronic loan transfer from my account. They only sent me a notification on this issue after I contacted them. They then contacted me back stating that they can cancel the check and submit a new electronic transfer if I provide them with the correct account information, which I did. Vanguard stated that I should receive my loan electronically by 1/14/25, If not I should contact them. I contacted them today because transfer did not go through. They stated that a new check was sent out and sent me a letter on 1/14 dated for 1/9 which is the date I last talked to them when they stated they submitted another electronic transfer. This company has prolonged the process of a loan from my own retirement account, and I have a payment due tomorrow, and I haven't even received my money yet. Both documents that I have attached were falsely dated by the company and the dates they were actually sent to me are noted in my account information. If a supervisor of this company will straight lie to a client about their money transfer, how can I be sure that the supervisor didn't share my account information with someone else....

  Customer Answer

  Date: 01/24/2025

  Since I filed this complaint with the BBB on 1/15/2025, I finally received my loan check on 1/20/2025. I deposited the check on 1/21/2025, and the amount for the check cleared on 1/22/2025. The amount of the check has been available in my account since then until around 4pm of 1/24/2025 (2 days) when the amount was removed from my account. My bank states (via phone conversation) that the check has been canceled from vanguard. If you refer to my previous complaint (and statements i sent), Vanguard stated that they issued another check on 1/9/2025. I have only received one check (1/20/25) and it was canceled after 2 days, my loan has still not been issued to me. I contacted Vanguard around 4:45pm today and the individual (******) put me on hold for 20 minutes after hearing about my problem. ****** then got back on the line and stated that she was instructed by her supervisor to tell me a "Team Lead" would contact me on Monday(1/27/2025) about the issue. I asked to speak with her supervisor and ****** stated that "he could not discuss this with me, a team lead is higher than a supervisor". When I asked ****** why she could not give me anymore detail, she stated "I am a low level employee and i cannot discuss this with you". I started to explain my frustration with not yet receiving my loan money, and I already had to make a payment back into my 401K and it will probably be another 2 weeks before I receive my money, ****** got extremely rude and loud with me (shouting into the phone), stating "you will be contacted on Monday, this conversation will go on for an hour and I can not discuss this with you!" The "team lead"  ****** gave me is ******** ********. I explained that I was going to file another complaint and ended the conversation with ******.

  I need the BBB to help me. Second request! 

   

• Initial Complaint

  Date:01/15/2025

  Type:Billing 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.

  December 16, 2024 Vanguard deducted $691.23 from my checking account to pay off loan, funds never applied to loan, still deducting payment from ******** for loan. Multiple calls to ************ with no resolution. Per **** process was complete on 12/27/24 funds should have been applied on that date.

  Customer Answer

  Date: 01/16/2025

  Attached is:

  The bank statement showing $691 being deducted from my account

  ****************** showing funds not being applied but monthly payment being applied from paycheck 

  3 Paystubs showing funds still being deducted from paycheck even though Vanguard took loan payoff out of checking account

• Initial Complaint

  Date:12/17/2024

  Type:Product 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.

  To Whom It May Concern,I am writing to file a formal complaint regarding a significant delay in the transfer of my retirement funds from Vanguard to Fidelity. Despite multiple follow-ups with Vanguard, the process has been unreasonably delayed, and I have received inconsistent information. At this point, I am seeking assistance from your office to ensure the timely and secure transfer of my funds.On August 2024, I submitted a request to transfer my retirement funds from Vanguard to Fidelity. I was informed that Vanguard would process the transfer by mailing three separate checks via regular mail. Unfortunately, as of December 13th, 2024 I have not received any of the checks.After multiple calls and follow-ups, I was informed by Vanguard representatives that new checks would be reissued. However, these checks were also sent through standard mail with no tracking information, despite my request for more secure and traceable delivery.This delay has caused me considerable frustration and concern about the security and proper handling of my retirement funds. I have tried to work directly with Vanguard to resolve the issue, but the lack of transparency and accountability has led me to escalate the matter.Vanguards failure to process my transfer in a timely and secure manner raises concerns about its compliance with ERISA (Employee Retirement Income Security Act) regulations governing the handling of retirement funds. Given the financial impact of delayed access to my funds, I am requesting your assistance in ensuring Vanguard complies with the law.

• Initial Complaint

  Date:12/10/2024

  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.

  Case #: ******** - requested to roll over a savings account from ****************** to my ******* ****** account on 9/23/24 - received a phone call that said the funds could not be transferred. I had two options, and one of the options was to receive the money in the form of a check. - I received a check in the mail that was issued to the incorrect bank. The check was made out to **********. I do not have an account with **********. (Beginning of October)- I called Vanguard on the Phone And requested to have the check re-issued to my bank Which is ******* ****** - The man, I spoke to requested my routing number and account number with ******* ****** and said the check would be re-issued. (End of October 2024)- I recently got back from a vacation at the start of December 2024. I checked the mail and there was no re-issuance of a check that I requested multiple weeks ago.- The major issue is my account in Vanguard is showing up as $0. Where is my money? - I called Vanguard today to see if the check was on the way or if there was an issue with the address since its been multiple weeks since I last spoke to one of their team members (called on 12/9/24)- Vanguard told me that my case was closed and there is no check on the way. I asked where my money is since my account is showing up as zero dollars. The guy I was talking to said the money is with Vanguard floating with Vanguard.- I asked for an email or a letter to be sent to me so that I would have some sort of record that shows that I have rights to my money. But they said they could not do that because of security reasons.- In order for me to get my money now the man told me I have to write a printed physical letter to Vanguard request requesting that my money get sent to me. - There was no letter or email to my knowledge that states my case was closed and that my money was not going to be sent to me

  Customer Answer

  Date: 01/06/2025

  I would like to close this case. I finally got my money back. Thank you for your help.

  *******

• Initial Complaint

  Date:12/05/2024

  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 received a letter from Vanguard addressed to me, ******* J ******* and sent to my **************************. The letter states I need to update my address or my account with "considered unclaimed property according to state law." This was investment account my father created for me 30 years ago. I have no account details for this account, just the letter they sent. I've called the number on the letter twice ************. The first representative hung up on me in less than two minutes and was otherwise unintelligable. The second representative refused to escalate the call after zero help finding the account info. My father, the original buyer called the same 877 number and was told they couldn't help them because the account was in my name. My two calls to Vanguard said there is no account in my name. YET the sent the letter in my name to my current address. They have made no attempt to resolve this issue.

• Initial Complaint

  Date:09/04/2024

  Type:Order 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.

  WHY DID YOU CHANGE MY NAME PER MY REQUEST AND AFTER I SENT THE DOCUMENTS YOU ASKED ME FOR, ONLY TO CHANGE IT BACK??? WHO THE **** AT YOUR COMPANY IS SO SLOPPY AND INCOMPETENT THAT THEY ARE NOT PAYING ATTENTION!!! I WANT THIS FIXED IMMEDIATELY! I HAVE SENT TWO MESSAGES NOW!! I SEE TWO DIFFERENT CONFIRMATIONS ON DIFFERENT DATES WHERE SOMEONE CHANGED IT THEN SOMEONE ELSE WAS NOT PAYING ATTENTION TO THE ACTIVITY ALREADY PERFORMED AND THE DOCUMENTATION I SENT IN! DON'T YOU CLEAR TASKS FROM YOUR WORKFLOW OR MARK IT IS COMPLETED? HOW DID THIS COME ACROSS A SECOND ******** COMPUTER IF IT HAD ALREADY BEEN TAKEN CARE OF???

  Customer Answer

  Date: 09/04/2024

  I would like to add that after I made my formal complaint. I called and spoke to a representative. They refuse to let me speak to a supervisor and they refused to transform me to a united states based agent. Their only solution was to file a case and make me wait an undetermined amount of time to get this resolved. I expected one call resolution considering the circumstances and the fact that they flat out denied me my request to speak to a supervisor is unacceptable. So is the refusal to transfer me to ************* based agent? Which I know they have because the documentation I had originally set them to support my. Request for name change was to do a united states based address. So they do have a united states based office. 

  Customer Answer

  Date: 09/05/2024

  Th representative at the business has misinterpreted the policy regarding my plan. They're telling me I cannot change my name on my plan because my plan has to stay active for thirty days after I left the employer. They are misinterpreting the rule because my name changed after I left the employer so my name change has nothing to do with my account status with this 3rd party company. ***** has no authority over my personal information changing after I left employment with them. Also Vanguard is keeping an account open with an incorrect name for me which is fraudulent. My name has legally changed including with my bank so Vanguard is committing fraud by knowingly keeping a financial account open with an incorrect name. 

• Initial Complaint

  Date:09/04/2024

  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 trying to withdraw my money from an account at ******************. On August 1, 2024, I made the first request. They told me that the account had restrictions. I assumed that the restrictions were related to my recent Guardianship. Therefore, I sent them certified copies of the court order ending the Guardianship. I checked back about once a week but the restrictions had not been removed. So, on August 28, I called them again. At 4:00pm on August 28th Vanguard told me that the restrictions were not related to the Guardianship but to my divorce proceeding. The divorce was finalized in 2021. On August 28th, at 8:00am, I submitted the documents evidencing the end of the divorce. I called them during the afternoon of August 28th and was told that the documents were still being reviewed. I called them at 11:00am on August 29th and was told that it would take them 3 to 5 days to review the documents. The document contains one relevant page which states that the divorce has been finalizes. They are inappropriately restricting my access to my money. Thank you very much for your assistance in informing Vanguard that their behavior is inappropriate.

  Customer Answer

  Date: 09/20/2024

  I have had no response from Vanguard. They wouldnt send my money to my bank.  Instead, they claim to be processing a paper check.   No sign of anything yet.   

• Initial Complaint

  Date:09/04/2024

  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 have been trying to put my name on my dead mother's account. My sister and her ****** lawyer said it could be done with a call. I have called vanguard like 29 times and written them letters. They only favor rich people like **** Bogling and ***** ******** who trade in inside information.