David A Sbw

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Verified Reviewer

I changed my phone number cannot get verification code

I have changed my phone number and cannot get a verification code to enter my Vanguard account I need assistance getting into my account because my phone number has changed and I cannot get in and Im not able to get a hold of an individual representative online
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Preferred solution: Access to my account and change my phone number

Do K Zcw

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Verified Reviewer

Atrocious Customer Service

Vanguard customer for 25 years. They have moved from best of all to unacceptably incompetent. The withheld tax (contrary to the last decade) and maintain the State changed its policy (it did not) They insist you transition to their Brokerage platform, and don't know how to handle. Customer rep went from smart and kind to dumb and meanGo
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Pros:
  • No longer any
Cons:
  • Worst in class service and customer regard

Preferred solution: Competent customer service

User's recommendation: Go Elsewhere

Anonymous
map-marker Upland, California

Vanguard failed to automatically takeout the RMD from my IRA

Vanguard has automatically taken my RMD for over 15 years, yet after transiting to brokerage they failed to do it. Now, they are blaming me for not taking the money out and refusing to take any responsibility. Vanguard claimed the transition was allegedly merely moving accounts from one area of the company to another, with no basic changes in account set-up or tax implication. That is not an accurate statement by Vanguard.
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Anonymous
map-marker Asheville, North Carolina

No answer to emails on there own site

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sent several emails off the vanguard site no one answers they a fast response just tring to get a 1099 tax form straightened out
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John O Ebp

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Verified Reviewer
| map-marker Ashfield, Massachusetts

Access

In attempting to access my account to name my trusted contact, I have been denied access on three attempts, allegedly because the information that I submitted does not match your records. The only possible explanation is that your records are wrong.

Unfortunately, you do not state which records are wrong, so I could not proceed.

When I went to the "Pissed consumer" site to submit this problem, I was unable to proceed,apparently because of my last name: O'Connor -- even though the site indicates that an apostrophe is stated as an acceptable part of the last name.

I have therefore entered an incorrect last name (Oconnor) in an attempt to gain access to my account.

I have wasted the last half-hour in futile attempts to work with Vanguard. I am definitely a frustrated and pissed customer.

John O'Connor

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User's recommendation: Assume a problem, then explore the difficulty in problem-solving contact

Gulliver M

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Verified Reviewer
| map-marker Edcouch, Texas

Customer service and no support

I left Vanguard after 16 years because they no longer provided customer support and service. Even as a Flagship client, they did not act as a "fudiciary" on several occasions. There employees are not well trained. I no longer had an individual or team who I could conatact if I had an issue. They are no longer John Bogle's Vanguard - far from it.
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Anonymous
map-marker New York, New York

Endless wait time for customer service

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As soon as I funded the account, my waiting time is hours, trash customer service. Please going to other institution, they don't care about you.
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Mama B Kpx

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Verified Reviewer

Customer Service

It took me seven months and a call from my attorney, to finally find a customer service agent that understood what a "Value At Death" statement is. Each time you call it's like you start from scratch and after you tell them your life story, you have to wait three to five days for a "life event" specialist to return your call...if you aren't hung up on. It's bad enough to have to deal with a death but then you have to jump through hoops for something so simple. Stay away from Vanguard unless you just enjoy being tortured.
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Cons:
  • Horrible customer service

Preferred solution: Apology

User's recommendation: Run, Stay Away

jb Cgk

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Verified Reviewer
| map-marker Foothill Ranch, California

Can't reach for days, no customer service, wait 2 hours no call yet

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I haven't been able to login to my account for 3 days now. Account login recovery doesn't respond to my entries and have same account since 1998. They are as bad as it gets. No way to contact them.
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User's recommendation: Avoid them. Go elsewhere.

anonymous a Car

Worst customer service experience I've ever had

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My account was inexplicably locked. When I went to reset my password I was told that I needed to call a number.

So I called the number and after 15 minutes of waiting I was told that would need to call another department. Fair enough I thought. The disembodied voice that chirps in every 5 minutes between the mild numbing elevator music keeps saying the expected wait time is 4 minutes. However over 2 hours later I am still on hold.

I know Vanguard controls over 10 trillions dollars but they could at least pretend to care about their customers. If I ever get on the phone with someone I will definitely be taking my money out of vanguard.

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Loss:
$16000
Cons:
  • Loss of money
  • Poor customer service

Preferred solution: Full refund

User's recommendation: Not at all

Anonymous
map-marker Raleigh, North Carolina

Not knowledgeable and very rude

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They don't have a backup method of identity verification. If your employer miskeys your hire date and you don't know it, they lock you out of your 401K.

So I went to transfer this money from the old 401K to a new IRA that I would open.

Each person I spoke to told me a different story, and nothing they said was correct. First they would email me forms. Then oh no we don't do that. Go to our site and click this.

"This" did not appear on their site. They were rude, snotty, condescending and generally unpleasant and not knowledgeable about their own products. Don't get me started on the abominable voice response system and how it takes an act of congress to speak to an actual person... who then treats you like trash.

I am moving my money to another institution today. I do not reward places that behave like this.

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User's recommendation: Stay away!

1 comment
Shrikant A Gvp

म र मबईल म Zomato Delivery App नह खल रह ह महरबन करक मच लक बच

Lakeshia Mte
map-marker West Chester, Pennsylvania

New bank for systematic investment

need to check my bank information set up systematic monthly investment in index 500 can you verify this feature for my acct?
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Nicholas D Qjs

Change of beneficiary form

I couldn't remember my hire date or the date that the company closed it so doors, I just want to add my wife as my beneficiary
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Anonymous
map-marker Riverview, Florida

Terrible customer service. Charged me yearly fee as they did year before. Promised to reverse had to call 4 times and long waits on phone. Now doing the same this year. When will they get this fixed?

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Charged yearly maintenance fee in account with under $1??? They did the same thing a year ago. Ive now spent hours on the phone with them. Each person gives you a different answer now I need to wait till mid-November.
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User's recommendation: Go somewhere else, there are other financial companies.

Robert C Xup

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Verified Reviewer

I am locked out of my account

I've been trying to get ahold of someone to see what is taking so long for my loan to be viewed and approved
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Preferred solution: In contact with someone