Complaints

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

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Vanguard Group Of Investment Companies has 10 locations, listed below.

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  Vanguard Group Of Investment Companies

  200 Vanguard Boulevard Mail Stop G 15 Malvern, PA 19355

• 

  Vanguard Group Of Investment Companies

  455 Devon Park Dr Wayne, PA 19087-1815

• 

  Vanguard Group Of Investment Companies

  2715 W 43rd St Minneapolis, MN 55410

• 

  Vanguard 403 (b) Services

  3201 34th St S # B-300 Saint Petersburg, FL 33711-3828

• 

  Vanguard Group Of Investment Companies

  PO Box 2600 Valley Forge, PA 19482-2600

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.

• Initial Complaint

  Date:06/03/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 requested a full distribution via phone on 5/15/25. The *** stated only pre-tax could be withdrawn and I'd need to call back to request the **** distribution. I confirmed no additional $200 fee or $30 fee to expedite would be charged; the *** confirmed. On 5/22/25 I received an email confirming the distribution was processed and would be received on 5/27/25. I called to request the **** distribution only to be told the original request was done incorrectly by the Vanguard ***. A partial distribution of both pre-tax and **** funds was made instead of just pre-tax like the *** stated. After many additional calls to Vanguard and requesting a supervisor to get involved to correct the mistake, I still have never received a call. This was escalated for a supervisor call back on 5/23/25. I received an email on 5/29/25 acknowledging the remaining distribution would be made and expedited via *** at no additional charge to me. On 6/3/25 I received an email that the transaction had been processed and I would receive the checks on 6/13/25, which means it was not expedited as promised. I called 6/3/25 to have the issue corrected; however, I can never get anyone on the phone that can actually help. A new request for a phone call from a supervisor was put in. The customer service and follow through on promises by this company are non-existent. Communication is poor, and getting any issues resolved becomes the problem of the customer, such as suggesting that I need to put a stop payment on their check because of their mistake. All of this is making me lose time on funding a business. I see that Vanguard has an F rating on the BBB website with many complaints, and many unresolved. My own experience truly supports this rating. I don't want more empty apologies. I want my money overnighted today (6/3/25). This is the LEAST Vanguard can do to make this marginally better, yet it will likely be at least 5 more days before anyone even responds to this complaint - if they respond at all.

  Customer Answer

  Date: 06/29/2025

  The company processed the distribution in four checks total. The distribution should have been processed in two checks: one for the pre-tax contributions and one for the **** contributions. I was charged two $200 distribution fees, one of which was reimbursed due to the companys processing error. I paid $30 to expedite the full distribution. The first two checks were expedited; however, although the second two checks were promised to be expedited at the expense of the company, they were not expedited. This caused a delay in the funding of my new business. I have not received compensation for those final two checks not being expedited. To my knowledge, I received the full distribution of my accounts and the $200 refund for the erroneous second distribution fee.

• Initial Complaint

  Date:05/29/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 opened a personal investment account with ********************** *** on 5/13/2025. Then, I inherited an account from my deceased grandmother on 5/15/2025. Since then, my account has been locked. I have not been able to log in and access my account. The money in the account totals roughly $77,000. I called customer service to see what the issue was on 5/27/2025, as the issue had not resolved itself. The customer support line was unable to offer any resolution. My money has been held unjustly from me by this company, all the while, they have been earning interest with my money. I am not seeking compensation. I only want access to my money restored.

• Initial Complaint

  Date:05/28/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 formally express my frustration and concern regarding the ongoing issue I have been facing with locating and receiving the funds from my 401(k) account. Despite numerous attempts to resolve this matter through your customer service, I have been continuously transferred from one representative to another, without any clear resolution.Most recently, I was told that the funds were paid out to me via check. Which I have never heard of, nor have I received any such payout. I was then informed that the account may have transitioned into an *** account, but again, no one I spoke with was able to provide any concrete details or solutions.I spoke with a representative named ****** Filosopo, who was supposed to handle *** accounts. Unfortunately, even after speaking with her, I was transferred repeatedly, and each person I spoke to seemed unaware of the issue or how to assist ***** this point, I am deeply concerned about the handling of my retirement funds and the lack of accountability in your customer service process. I am requesting the following:A clear and detailed account of the status and history of my 401(k) account.Confirmation of whether the funds were ever transferred, paid out, or rolled into an ****Immediate assistance in locating my funds and ensuring they are properly delivered to me.Please consider this a formal complaint. I expect a written response detailing the steps Vanguard will take to resolve this issue. please contact me directly at ************ or ************************** I look forward to a prompt and professional resolution.

• Initial Complaint

  Date:05/27/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  February 18th 2025 is when the transaction began. The name on the check for cashing out my 401k was incorrect, I was then instructed by Vanguard to send a letter of instruction to change the name on the account, the letter of instruction was sent 3 separate times. The first time was with my marriage certificate and letter of instruction to change the name on the account. The ********************** stated only the marriage certificate was received. The second time was sent certified mail and was signed for by a supervisor of the company and when I called to have the check reissued again they said I needed to send another letter of instruction for the check alone. The final letter of instruction was sent May 2nd 2025, to have the check reissued with the correct name. The name on the account was changed back to the incorrect name after several confirmations that the name was changed to the correct name and they continue to say they need another letter of instruction even though I have all of the confirmations that the name was changed and just need the check reissued with the correct name on it. Vanguard continues to say they have no record of any of the name change confirmations when I have all of them.

• Initial Complaint

  Date:05/18/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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:

  ResolvedMore info

  Complaint statuses

  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:

  AnsweredMore info

  Complaint statuses

  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:

  UnansweredMore info

  Complaint statuses

  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:

  AnsweredMore info

  Complaint statuses

  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:

  UnansweredMore info

  Complaint statuses

  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.