The Vanguard Group, Inc.

Foltz 

on BBB

7 years ago

The customer service experience has deterorated drastically over the years. I can no longer obtain answers via email from the company, my secure messages on the website are ignored for weeks, upon following up with customer service they literally told me to "Feel free to go to another financial institution" and then refused to send me to a manager upon request. Upon calling back and explaining the situation, I was met with a lengthy wait on the phone, and offered little to no consolation. They did not answer my questions and... read more

Zeinab A. 

on BBB

7 years ago

The best investment company I have ever had. They care about their clients, know their stuff and work hard to please their clients. 

Jennifer H. 

on BBB

7 years ago

In transitioning my father's accounts following his death, Vanguard representatives have provided horrible customer service. First they sent me a host of red-tape forms to complete and some of them did not make sense. Then they told me not to complete them and they would send different forms. Then they started calling my sister to set up a conference call which was odd. When asked about this they said that the message was for me and that I should get my information corrected, when I have been talking to them daily from my ph... read more

Amy R. 

on BBB

7 years ago

I have tried for over nine months to assist my mother in rolling over my father''s IRA after he passed away. We've sent multiple copies of the death certificate, W9 forms and rollover forms. I've spent hours on the phone being bounced from one incompetent service rep to the next. Yesterday I spoke with a rep who told me they had everything needed to create an account in my mother's name. Today a different rep called my mother asking for a W9 form that we've sent no less than 3 times. I don't know how to resolve this. 

Pete B. 

on BBB

8 years ago

Vanguard has the worst customer service in the financial industry. Combine that with policies that even founder John Bogle would classify as antiquated and archaic, and you have many very frustrated customers. I recently had to change an address on an IRA and it took multiple phone calls, long hold times, untrained phone reps, and one of them (Ryan Singleton), posing as a supervisor, even threatened that Vanguard would turn my account balance over to the state if my account change form was not mailed in within 30 days. What?... read more

Laura B. 

on BBB

8 years ago

I have been trying to roll over my 403(b) account into a non-vanguard IRA for the last two months. The paperwork was submitted and sent with tracking and delivery confirmation, so the first excuse of "we never received it" didn't work. Since then it has been phone call after phone call with "I don't know why this hasn't been completed" and "it will take 7 to 10 business days". I spoke to my employer's HR person about this and she confirmed that I was not the only person that has had this experience. Vanguard is happy to take... read more

Richard B. 

on BBB

8 years ago

My wife opened an account and put a substantial amount of funds into Vanguard. While trying to unlock her web access, she got on the phone and was asked if she gave permission for her husband to help her. My wife said yes and I worked with her to get her website access restored. The Vanguard rep then said we violated their rule of sharing any login information and blocked our account. Despite calling several times, my wife was told she could not access any of her funds without a notarized set of forms she had to mail in. Thi... read more