The Vanguard Group, Inc.

Catherine J 

on BBB

4 years ago

Shockingly Horrible Customer Service. I requested a 401K rollover check be sent to my Vanguard account. After more than 6-8 hours on the phone - 4 separate phone calls it appears they cashed the check (for more than $100,000) and did not credit my account and represented to me that they couldn't cash the check because I moved out of the country (I am an American citizen.) When I went back to my 401K provider, I was told that they couldn't reissue the check because the check had been cashed. I have been bounced between multip... read more

Ed G 

on BBB

4 years ago

I'm a Vanguard customer for decades. Once a great company, Vanguard has betrayed years of trust. Recently, Vanguard decided to get out of the variable annuity business and transferred my annuity to Transamerica. No problem, except Transamerica does not answer telephone calls or emails. In fact, this is the topic of nearly every complaint filed through the BBB about Transamerica. Vanguard might have ensured that Transamerica would have the staff to handle such a transition, but obviously they did not. I was only able to get t... read more

Paul C 

on BBB

4 years ago

Over the last couple of years, there has been a marked deterioration in client access and accurate information provided to clients at Vanguard. Examples include: Calling: Consistent delays connecting with a representative that can last 30 or more minutes. Website: Poorly designed, difficult to navigate and regularly the connection is unavailable. Messaging: 2-3 day delays in response is typical and no resolution provided. Representative: Although polite, not able to resolve issues or give accurate information. Delays: Simple... read more

victor f 

on BBB

4 years ago

Vanguard is the worst company I've dealt with. Impossible to get money back out of your account but they are quick to take your money. Took me a month to get my funds out, they had every excuse why I couldn't get my funds. I'll never use them again. 

Fernando 

on BBB

4 years ago

Truly terrible customer service! So- I had a relative pass away and leave me some Vanguard investments in their will. Okay fine- I called Vanguard and after 30 minutes(!) on hold because they have terrible customer service I was able to get the paperwork online. Okay, fine...so I filled out the paperwork and emailed it back to them. That was TWO MONTHS AGO. They went quiet. Nothing. Nada. So I call back again. 45(!) minute hold this time! FORTY FIVE MINUTES after the automated voice said fifteen minutes. What do I find out? ... read more

Debra 

on BBB

4 years ago

I recently retired and submitted a request to Vanguard for a disbursement check of my retirement account. 6 weeks and 3 phone calls later, a check has not been received. I was first advised by Vanguards Customer Rep that the original check was lost in the mail. Vanguard sends these checks via USMail. I asked for it to be reissued. 13 business days later it has not been received. On calling today, I learned the reissue was never completed or sent by Vanguard. It has been reissued once again. It is being sent overnight via Fed... read more

scott d 

on BBB

4 years ago

Terrible customer service. Trying since 7-28 to transfer IRA to Vanguard. As of today, 8-19 nothing is happening. Tried complaining on Vanguards web site.....impossible to do. 

Richard W 

on BBB

4 years ago

It was very difficult having an account with Vanguard. I opened a brokerage account. I read all the terms of service. There were many web pages to switch between, tons of information, so I thought it best to call them. Several times in calling them I would wait on the phone for long periods. Only recently have they implemented the "leave your number and we'll call you back option". Several times I had problems that required a phone call and I spent over 40 minutes waiting. Checking Reddit and other reviews I found many peopl... read more

Shelby 

on BBB

4 years ago

Trying to navigate the website is a joke and so is the customer service. The website SEEMS informative but it's only calculators, advice and half-ass tools to determine taxes or end results. It says you're supposed to be able to request money, change investments/contributions, etc. vi website however when you follow endless links only to end up at a dead end. The portal ONLY gives information about whatever you're trying to accomplish.) You will go in circles through several different links that all lead to the same dead-end... read more