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Business Profile

Investment Security

Vanguard Group Of Investment Companies

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Investment Security.

Important information

  • Customer Complaint:
    Please be advised that due to the high volume of complaints received for this business, BBB publishes 1 out of every 10 complaints handled through our conciliation process.

Complaints

This profile includes complaints for Vanguard Group Of Investment Companies's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 655 total complaints in the last 3 years.
    • 176 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/18/2025

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      In the fall of 2024 my wife and I changed mailing addresses and submitted the information to Vanguard. We continued to receive mail at our old ********** Jan. we contacted Vanguard again to have the mailing addresses corrected. We still continued to receive mail at the old ********** Feb. we contact Vanguard once again. Vanguard said they could not find our old address in their systems, but we continued to receive mail at the old address.On March 3 we contacted Vanguard yet again about receiving mail on March 3 sent to the old address.On March 18, we talked to ******* ***** at Vanguard about receiving mail at our old address.We continued to receive mail at the old address.On April 9, We talked to Ms. ****** about still receiving mail at the old address.On May 3 we received mail dated April 11 that had been sent to the old address.On May 17 we received statements dated April 30 that had been sent to the old address.

      Business Response

      Date: 05/29/2025

      We are writing on behalf of Vanguard ********************* (Vanguard) in response to your letter dated May 19, 2025, regarding a complaint from ******* ***********. For your reference, we have enclosed a copy of your correspondence as Exhibit A.

       

      Vanguard has responded to ******* *********** directly. If you have additional questions, or if we can be of further assistance, feel free to respond to this email.

       

       

      Sincerely,

       

      Vanguard Personal Investor

    • Initial Complaint

      Date:05/16/2025

      Type:Order Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My father passed away just last January of 2024. He inherited several accounts from my mother who passed away in 2021. Although he was executor of her estate, he was not court appointed as he settled her estate without going through probate. Vanguard allowed him to take ownership of her accounts, and as a 50% beneficiary, I was never notified. Being elderly, with significant health problems, when he took ownership of her accounts he forgot to list a beneficiary. I was 50% beneficiary of those accounts, and without being notified, I had no idea what he was doing. I don't think he knew what he was doing. Now, it is quite possible that I could lose the money that my mom spent almost thirty years putting away for myself and my kids. So many years of hard work, putting money away for us. Had I been notified, I could have helped him with how to transfer funds 50% to me and 50% to himself. I was taking care of him, concerned with his health, not money. It breaks my heart that my mom spent nearly 30 years putting away money for us, that we will most likely not receive. Once people become a certain age, maybe Vanguard should make sure beneficiaries are notified before allowing an elderly gentleman to take ownership of an account that someone else is 50% beneficiary of. Heartbreaking.

      Customer Answer

      Date: 05/21/2025

      Please remove my complaint. I misunderstood some things because a lot of this has been confusing for me. I do not wish to file a complaint with Vanguard.

    • Initial Complaint

      Date:05/13/2025

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I keep getting spammed by Vanguard with promotional emails even though I have tried to unsubscribe multiple times in the last year using their link in the email that sends out an email to unsubscribe. Here's the latest one Vanguard | Savings Woman smiling in a gray sweater standing against a red background looking at white icons of a video call, popcorn, and a play button.ON DEMAND Savings LIVE:Your Checklist for Financial Well-Being There's more to saving than avoiding $7 coffee. In our recent Savings LIVE webcast, our financial experts walked through a checklist that can help you navigate the twists and turns of your financial ********** recording In the recording, you'll discover:Expert financial tips.Effective savings strategies.Real money confessions.Eye-opening facts and statistics.Featuring experts:***** ******** headshot ***** ********, CFA Head of Investment Product Strategy and Enablement, Vanguard ***** *****, ****** CFPSenior Behavioral Economist,Vanguard **** ******** Head of Participant Experience, Vanguard Legal notices All investing is subject to risk, including the possible loss of the money you ************* is a registered trade**** owned by **************Certified Financial ******************************* owns the certification **** CFP in the ***** which it awards to individuals who successfully complete *********** initial and ongoing certification ****************** administration Because you're a valued Vanguard client, we thought you'd be interested in this information. If you prefer not to receive emails of this type, simply email us. Please do not reply to this message to opt out.The material in this message is promotional in nature. 2025 The Vanguard Group, Inc. All rights reserved.P.O. ?Box ****** | ********************** | *********************************** Privacy policy | Contact us | Online security | Home FLMWEB_042025

      Business Response

      Date: 05/29/2025

      We are writing on behalf of Vanguard ********************* (Vanguard) in response to your letter dated May 15, 2025, regarding a complaint from *********. For your reference, we have enclosed a copy of your correspondence as Exhibit A.

       

      Vanguard has responded to Rohit Sud directly. If you have additional questions, or if we can be of further assistance, feel free to respond to this email.

       

      Sincerely,

       

      Vanguard Personal Investor

       

      Enclosures

       

       

       

    • Initial Complaint

      Date:05/13/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am writing to file a formal complaint regarding the serious issues I have experienced with Vanguard's services. I have been a loyal Vanguard customer for eight years, but recent experiences have caused me significant distress and have seriously damaged my trust in your organization. Below, I detail the numerous problems I have encountered:1. **Misleading Website Information**: I recently attempted to re-allocate a significant sum (six figures) from bonds to stocks. Your website explicitly stated that "this will not affect any future contributions." This information was completely inaccurate and has had financial implications for my investment strategy.3. **Verification System Errors**: Upon calling your customer service line, your automated system attempted to send a two-step verification code to an incorrect phone number. I have maintained the same phone number for ******************************************************************* your system. This prevented me from accessing my own account.4. **Identity Verification Issues**: Due to the above error, I was forced to spend hours attempting to verify my identity with your representatives, causing undue stress and wasting my valuable time.5. ************************************ I spoke with four different representatives (********, ***** ******* and ******), each conversation lasting between ***** minutes. Shockingly, ALL FOUR REPRESENTATIVES DISCONNECTED MY CALLS without resolving my issues. ****** accused me of recording the call and hung up on me! This level of service is completely unacceptable.7. **Refusal to Escalate Concerns**: I requested to speak with a supervisor more than 30 times during these interactions. My requests were either explicitly denied, with representatives claiming this "was not an option," or simply ignored altogether.I had to shorten this by 1000 characters and remove 5 other issues!! Limit 2000 characters here

    • Initial Complaint

      Date:05/12/2025

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Vanguard has deteriorate to the point that it's almost impossible to do business. Their IT is screwed up, their phone service is screwed up and when one finally reaches a human they're incompetent. Even when one jumps through all their hoops to get qualified, they won't help you as they say "you answered one of their questions wrong".. It is SO OUTRAGEOUS when one spends over an hour on the phone and then they WONT HELP YOU.

      Business Response

      Date: 05/29/2025

      We are writing on behalf of Vanguard ********************* (Vanguard) in response to your letter dated May 15, 2025, regarding a complaint from **** *********. For your reference, we have enclosed a copy of your correspondence as Exhibit A.

       

      Vanguard attempted to contact the client directly by phone, although we were unable to reach them. We left a voicemail asking for them to return our call to discuss the inquiry in more detail and find out how we can assist or help restore the relationship.

       

      If you have additional questions, or if we can be of further assistance, feel free to respond to this email.

       

      Sincerely,

       

      Vanguard Personal Investor

    • Initial Complaint

      Date:05/12/2025

      Type:Customer Service Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      The only way to get in touch with Vanguard is via phone, where wait times are interminable. They provide a Chat feature that drops you mid conversation (I tried it 3 times today with no success), and they do not provide any email or a way to send a message via their Secure Message Center. They also do not notify customers when they send a message to the Secure Message Center. This is preposterous, as that is the only way customers will know that ****************** has sent them a message.I had some high value bonds mature on 4/14, and I had called in. No one could give me any information on the state of maturity, and I hung up. Today on 4/23, when I logged into my account, I see a message in the Secure Message Center notifying me about the bond maturity. I spoke to ****** ***** and *** ******* from the Fixed Income ***** today and he confirmed that Vanguard does not send out any notifications on bond maturity. ****** mentioned that the notification may have gone to my junk folder. I told her that I get plenty of junk emails (attached), which I have to expressly delete so why would specific emails be suppressed.

    • Initial Complaint

      Date:05/08/2025

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My mother died, I am executor with court approval and need to set up estate, Vanguard requires I fill out a form before it sends funds to estate.. 3 calls, 1 week, Vanguard still hasn't sent me the form it wants me to complete.

      Business Response

      Date: 05/29/2025

      We are writing on behalf of Vanguard ********************* (Vanguard) in response to your letter dated May 9, 2025 regarding a complaint from ****** *********. For your reference, we have enclosed a copy of your correspondence as Exhibit A.

       

      Vanguard has responded to ****** ********* directly. If you have additional questions, or if we can be of further assistance, feel free to respond to this email.

       

      Sincerely,

       

      Vanguard Personal Investor

    • Initial Complaint

      Date:05/01/2025

      Type:Customer Service Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have all of my investments at this firm and it is so sad to watch the deterioration of the customer experience. Their website frequently omits transaction details that create confusion. By way of example, I have a cash plus saving account and they reflected two transactions in my overall investment balance but failed to show the detailed transactions in the account activity. This creates a reconciliation discrepancy that I spent two hours investigating. When I finally realized that their website amounts don't foot, I called them. The first representative, ***** *****, was condescending and arrogant. I asked to speak to his supervisor and he refused to transfer me telling me there is a ***** business hour wait for a call back. This is basically, three to six business days. Foolish and ***********, I called back and this time I received someone that was informed and immediately admitted that their website was garbage and there was a known error. I would recommend that Vanguard communicate known errors to their customers to avoid ************ summary, I don't know why I continue to do business with this garbage entity. They aren't serious about customer service experience as reflected in the hundreds of complaints. Having a relationship with Vanguard is worth what I pay them for fees, practically nothing.

    • Initial Complaint

      Date:04/21/2025

      Type:Customer Service Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Regarding Dividend Distribution Method Plan Number: ****** THRIFT AND INVESTMENT PLAN (TIP)February and March I contacted Vanguard **************** to have them send my dividend check. It is April 21st and I still do not have my check.

    • Initial Complaint

      Date:04/19/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      ******** customer service. ******************. Made it almost impossible to request a check for 30 days, SEVEN phone calls. Finally got them to issue a check. Check date was 10 days ago. On the same day they issued a letter. I've had the letter for 5 days. No check though. They are liars!!! And they are RUDE beyond belief. Nobody should have to beg for their own money. DO NOT USE THEM.

    Vanguard Group Of Investment Companies is NOT a BBB Accredited Business.

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