Vanguard Group Inc

Christopher C 

on BBB

3 years ago

Great investment products - lousy, and I mean REALLY LOUSY customer service and website user interface and operability - they’ve “lost” my investment funds due to their horrible software engineering to the point that they’re launching an investigation. I’m about ready to notify the FBI regarding possible fraudulent operations … in this case, a more secure method of investing would be to bury my $$ in the backyard … I plan on withdrawing whatever funds I’m able to retrieve … stay away from Vanguard ! 

Victoria 

on BBB

3 years ago

Vanguard’s telephone services need to follow through on their promises. It is rude and unlawful to tell customers that important documents would be mailed, and never mail. I requested a duplicate 1099-R on three separate occasions because the original copy could not be obtained due to a telephone change. If a telephone number has been changed it is impossible to obtain a code to obtain any information. Secondly, every year around tax time I have experienced the same situation time and time again. I get an apology over and ov... read more

Stella L 

on BBB

3 years ago

I called Vanguard customer service more than 5 times now and the wait times are so long that I have to hang up the phone when their business closes at 5PM Pacific Time. I have been trying for twos months to transfer my 401K account to my bank at which they said they mailed a check for $120K to me. I am still waiting after several weeks and have not seen this check. Where is my money??? 

Paul F 

on BBB

3 years ago

I have been with Vanguard for 30+ years because of their low cost products and great service. However, service has now become a burden not a quality for Vanguard. With over $5 million in assets, I used to have a representative with a number who I could call. Now you have to dig your way through their layered phone system or send an email which may get an answer. The latest and last straw is a transfer of an IRA account to Vanguard from another brokerage which they initiated 7 days ago. As of today and a week later, I still d... read more

Jennifer G 

on BBB

3 years ago

Horrible customer service. I have spent a year on calling Vanguard to get a historical statement on a retirement 403B account. Every time you talk to a customer service rep you get a different answer, are put on hold and then the calls are dropped. Then, start over again to call back, go through the phone tree to get a rep on the phone. I have been sent emails stating the statement is available online only to get a message in the portal that it is not available. Still no report! Yesterday I had to spend two hours calling, ca... read more

Tony S 

on BBB

4 years ago

I have a brokerage account with Vanguard and I have been unable to access my account. I have tried multiple times to try to retrieve my username and password but have had no success. This company has failed its customers and I will be telling anyone who is thinking of investing in Vanguard to steer clear of this company. 

Brian W 

on BBB

4 years ago

If you move it is possible that vanguard will lock you out of your account for weeks. I have called 5 times within the past two weeks and everytime I am told something different. I can log onto my account and see everything but I am unable to withdraw, deposit or trade because it is locked. Be careful when using vanguard for your retirement and savings accounts. unless you plan to stay at your current address for many years. It has been such a hassle and at this point Vanguard is holding my money hostage with no guidance on ... read more

Olivia C 

on BBB

4 years ago

Their website is completely broken and rather then accept customer concerns they will tell you to clear your browser history until eventually you're forced to call their customer service hotline. once there, you must wait an hour to speak to someone who will insist you use their completely broken website. Enjoy! 

Kerry B 

on BBB

4 years ago

Great, fantastic funds with by far the lowest fees in the industry. Atrocious customer service if you have an account with them. Impossible to reach. They literally hold you and your phone hostage for hours trying to accomplish any simple task that is impossible to do online. Website outdated and a bit of a hot mess. No ability to request a call-back. People are nice IF you can reach them. Do yourself a HUGE favor and start an account with another brokerage firm and buy their funds from that account.