Anonymous

Cannot reach Customer Service

Have tried multiple days to reach Vanguard by phone; long wait times (approaching 3 hours today) and I finally have to hang up to attend to something else.
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Cons:
  • Cannot reach customer service
  • Phone hold times very long

User's recommendation: Schwab

Kirk H Akn

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Verified Reviewer

They cost me $500 and won't fix it

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I filed a letter of instruction asking them to do something, based on guidance from my CPA. The instructions included a contingency because I didn't have access to critical plan documentation and they wouldn't answer questions about it until I filed the letter. They ignored the contingency in the letter and subsequently cost me $500. I didn't think it would be a big deal, but they insisted their mistake was irreversible and I got to enjoy being put on speaker phone while their reps laughed at me. They were that unprofessional.
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Loss:
$500
Pros:
  • Low fees
Cons:
  • Terrible customer support

Preferred solution: Let the company propose a solution

User's recommendation: Low fees are great, but you pay for it with awful customer service

Anonymous
map-marker Albuquerque, New Mexico

I am very annoyed at Vanguard!

I have been on hold for as long as 45 minutes. Each time there is an interruption that says they will be with me shortly and an agent is helping another customer. Then why do they just put more agents for the customers or do they just not want to save the mone
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User's recommendation: Do not use Vanguard.

Anonymous
map-marker Brooklyn, New York

Inadequate "financial adviser" service

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I called seeking explanation about (1) the STAGNANT balance in my MM acct, and (2) the "justification/ explanation" for zeroing out/conversion of my Windsor !! Fund shares into Windsor II Admiral shares with "0" shrs?!! The so called "financial adviser" named Holly (?) to whom the call was transferred was either incapable of answering my inquiry to the point of my frustration compelling me to terminate the call.
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User's recommendation: Advice them to consider other custodian before deciding on Vanguard

Anonymous
map-marker Medford, New York

Terrible service

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The worst customer service...not helpful....can't ever speak to anyone do not use this. You wait on the phone for ever. ..
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User's recommendation: don't use them

Richard M Vbd

My account is lock

I apply for a loan on8-3-2021 and i went to Fed Ex and got account number and i need to talk to someone
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Preferred solution: Talk to a Customer service representative

Sharon F Nok

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Verified Reviewer

Lost money

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I transferred funds from a retirement account at another company to Vanguard. Vanguard put them in the wrong account.

I immediately called to get the error corrected and was told It might take a week or more. I explained that while I was out of the market it might go up. It did, 2%! I called again after 3 days of no resolution and immediately asked to speak to a supervisor.

One did come on the line. Amazingly, the problem was fixed within a few hours. Moral, when money is involved, ask to speak to a supervisor immediately. The people were all nice and I believe I was also.

I just registered my displeasure with Vanguards service speed and explained I could move my money to another brokerage firm. Are other firms better? I don't know but if anyone asked me I would caution them about the service problems at Vanguard. Time to answer the phone is also a huge problem!

Plan to spend 30 minutes to an hour. Plus for a while they really pushed for me to hire an advisor at .3% to basically advise on asset allocation and rebalance.

I can do that myself. It is an easy way for Vanguard to make money from people's fear and ignorance.

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Loss:
$4000

Preferred solution: Let the company propose a solution

User's recommendation: I would tell them of errors and time waits and advise them to check on a few other low cost firms.

Jennifer G Ltx

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Verified Reviewer

Horrible Customer Service

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Vanguard customer service reps give a different answer every time you have to talk to them. Calls are repeatedly dropped, and you have to call in and go through the phone tree over and over. I have been trying to get a historical statement for over one year. Be prepared to listen to the music while they put you on hold multiple times.
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Preferred solution: Apology

Beth T

On hold for 5 hours. My attorney has sent two letters to try and get my brother’s estate closed.

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On hold for five hours. Not able to speak to a supervisor. Their customer service is horrendous and theyre handling my money!!!!
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Loss:
$3000
Cons:
  • All offices currently closed
  • Phone hold times very long
  • Company is a waste of time

Preferred solution: Attorneys fees paid

User's recommendation: Do not invest here!

Resolved
Sergio C

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Verified Reviewer

Resolved: Non-transfer of funds

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Updated by user Mar 20, 2021

Funds Transferred.

Original review Mar 20, 2021
From February 25th to March 19th, Vanguard promised me they would wire my employer plan funds. Recently, I have been reaching out to Vanguard since March 16th to the 19th in hopes that I get my employer plan wire with no result. No wire has been started on Vanguard's side. Additionally, Customer Service has been horrible from the start. I need some help. *****Update******* 3/19/21: The funds were finally wired later in the day. However, after my whole experience with Vanguard, I will never go back to them for anything related to stocks, trade, or retirement.
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Pros:
  • Cons lost money
  • No help
Cons:
  • Non-existent customer service

Preferred solution: Deliver product or service ordered

User's recommendation: Don't ever consider holding funds at Vanguard.

Anonymous
map-marker Las Vegas, Nevada

Horrible customer service

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Only open regular business hours not evenings or weekends. Reps often don't have a clue on how to answer even the most basic questions. Poor website with frequent problems and it is basically a marketing device.
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User's recommendation: stay away

Harold H Jwz

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Verified Reviewer

Forced into probate

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in spite of supplying a copy of will naming me executor they are forcing me to open probate "we do not review wills or other documents you must have a court order"
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Pros:
  • No pros as far as i am concerned
Cons:
  • All offices currently closed
  • Will force you into court to delay access as long as possible
  • Poor customer service

Preferred solution: Deliver product or service ordered

User's recommendation: be sure you name a beneficiary otherwise your heirs can not gain access to an account

Jennifer H Gls

Need statement ASAP and online account access

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Vanguard Group - Need statement ASAP and online account access
Vanguard Group - Need statement ASAP and online account access - Image 2
Vanguard Group - Need statement ASAP and online account access - Image 3
Updated by user Apr 16, 2021

Access to on line account asap

Original review Apr 16, 2021
I have been locked out of my online account to my bank accounts I have funded linked to other external account and I have yet do much more than that. Its been since beginning of January I am not at satisfied so far with the customer services that failed. Please call and ASAP. Thank you.
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Loss:
$12000
Pros:
  • Estate customer service
Cons:
  • Obfuscating manner of all involved
  • Customer service
  • Stole access to account

Preferred solution: Access to my online account.

User's recommendation: Make sure you have major patience.

dUANEARTHUROSE O

Need to talk to an agent osemountain

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I called many many times.. my late wife was supposed to start all manner of investment and retire accounts with your company...

her name... my name ... both names... IRA ROTH Investment savings n etc.....

dont know what all was opened..

have recd communications from you but none give best number for return call or mail.......I asked for all acct names and numbers and balances AND TYPES.. SO THAT I CAN NOW HANDLE THE FINANCIAL TRANSACTIONS... I WAS ABLE TO CALL AND SPEAK WITH TRANSFER ACCOUNTS... and they had asked me to send them a COPY CERTIFIED ORIGINAL OF RENA ADELINE (AGRO) OSE 11/25/1943 I AM DUANE ARTHUR OSE BORN 01/26/1942 ss END xxx xx 9271 HERS IS ON THE DEATH CERTIFICATE.....NO ONE HAS RETURNED ANY CALLS SINCE THAT PHONE APPT...

PLEASE WRIT TO ME ALL DETAILS OF ALL ACCOUNTS TO MY EMAIL AT Blair007us@***.com old email was osemtnak.ose2@***.com but not using that any more... phone numbers was 907 347**** and not using that one anymore but stillusing 907 251-**** BUT WANT ALL IN WRITING FIRST.. HAVE TRIED TO USE COMPUTER TO SIGN IN ETC BUT HAVE STROKES AND THIS WAY IS NOT POSSIBLE!!!

ADDRESS IS BOTH PO BOX 31 BBL CA 92315 AND FALL IS 1720* 138TH aVE NE ATWATER MINN 56209 FOR RECORDS PURPOSE ONLY...AM TRAVELING RT NOW...EMAIL ALL INCLUDE ATTACHMENTS OF MOST RECENT STATEMENT OF EA N ALL ACCTS PLEASE....

I AM HANDICAP AND ALL IS MOST DIFICULT SO PLEASE DONT STATE FOR YOUR SECURITY WE CANT- JUST LOG IN AND ALL OTHER SUCH NONSENSE.. THANK YOU ...

EMAIL ALL.. REG ACCT TO ME AND TO NEW ADDRESS AS LISTED AND PUR ON MAIL STATEMENTS FOR FUTURE PLEASE!!1 dUANE ARTHUR oSE 1/26/42

AND only REPLY TO ME OR TO MY NEW WIFE ELEANOR OSE - NO COMMUNICATION IS TO GO TO SUSIE OR CAROL HANSEN WHO HAS BEEN TRYING TO COSIGN AND OTHER BANK TRANSACTIONS IN MY NAME , FORGING MY SIG AND PRESENTING AN OLD DL COPY AS HER VERIF??!!

DO NOT ANSWER ANY TO CAROL HANSEN SHE IS NOT MY FAMILY BUT WILL SAY IS MY DAUGHTER - HER MOM SHOT OUT MY EYE 45 YEARS AGO AND NOT MY FAMILY. THANK YOU

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Loss:
$99000
Pros:
  • Good security
Cons:
  • Customer services playing game with you on the phone

Preferred solution: Deliver product or service ordered

Donald W Cip

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Verified Reviewer

Errors and poor customer service

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Transferred estate funds to Vanguard that were to be split equally in thirds. After the first 1/3 was removed an "error" occurred that resulted in a third or the remaining balance being transferred (1/3 of 2/3) What followed is why one should not invest in vanguard, NOTHING. For 3 weeks they have not done one thing to correct the error and access to the funds are prevented as it is still jointly owned. Each deadline to correct the matter passes with new deadlines claimed. If you want qualified customer service go some where else.
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Pros:
  • Low cost low service
Cons:
  • Errors
  • Being told the wrong information many times

Preferred solution: Help resolving matter immediately

User's recommendation: Choose another Broker

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