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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

    • 654 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/18/2024

      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.
      December 2023 I did a pre tax to **** conversion(taxable) and a after tax transfer of **** to ****(not taxable). Vanguard moved all the money from pretax to a **** (taxable). In Jan 2024 they opened an issue and said they would resolve the issue to my satisfaction. After several calls they requested I send in my tax return and one with what it should have been. I did that. After several calls over the next several months they said they would reimburse me the extra taxes I paid. They gave me and amount and said they would mail the check. I called in once or twice and they said no update. I thought it was resolved and waiting for the check. Then around September they called and said they changed their mind and were going to do something different which will require me redoing last years taxes. We had an agreement that they originally offered me and I accepted and was happy with. They will have all the info and they record all phone calls so that should be all they need to see that i accepted their offer **** ******** ************ cell ************ email *****************

    • Initial Complaint

      Date:10/16/2024

      Type:Service or Repair 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 had failed to return numerous calls re transferring my brother's SAP sponsored 401k account to his **********************. My brother died in 5/24 yet the account has not been transferred. Vanguard also makes communication unduly burdensome as email is not available and representatives will not provide direct dial contact.

      Customer Answer

      Date: 11/14/2024

      Vanguard sent me an email on 11/7/24 asking for information I provided the company on 6/17/24. I replied to that email on 11/14/24 stating that they received the information requested on 6/17/24.  The 11/7/24 Vanguard email shows Vanguard failed to adequately investigate the complaint before sending me the 11/7/24 email. I spoke to Vanguard on 11/12/24 and was assured I would get a call back. To date I have not received a call.  I have been provided the same assurances during previous phone calls and never get a return call. Vanguard's actions demonstrate they simply do not care about this issue which is very frustrating. 

      Business Response

      Date: 12/10/2024

      We are writing on behalf of Vanguard Participant Services (Vanguard) in response to your letter dated October 17, 2024 regarding a complaint from *********** ****** (BBB Case No. 22430532).

       

      Vanguard has responded to *********** ****** directly in writing. If you have additional questions, or if we can be of further assistance, please feel free to contact us.

       

      Sincerely,

       

      Vanguard Participant Services

    • Initial Complaint

      Date:10/15/2024

      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.
      Need to transfer funds into a 403B and representatives will not reset my user name and password. I understand there are protection in place, but representatives refuse to transfer my call to a supervisor, can barely speak English and would not listen to me, as I want to close this account!!!!

      Business Response

      Date: 12/10/2024

      We are writing on behalf of The Vanguard Group **** (Vanguard) in response to your letter dated 10/16/24, regarding a complaint from ****** P**** 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:10/14/2024

      Type:Service or Repair 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.
      I have had a Vanguard *** account and a former 403B account for 40+ years at Vanguard. Around October 1, 2024, my ID and password were rejected while trying to access the account. I have called Vanguard three times since and sent their requested account access form (notarized and overnighted) to them that week. Additionally, on two separate phonecalls they promised to provide more resolution the next day, even specifying an exact time. They never called.I need to withdraw some of my *** funds to pay for needed, delayed medical treatment. My request is that they 1, explain why my account was blocked, specifically, and 2. unblock my account.

      Customer Answer

      Date: 10/18/2024

      Please cancel this complaint. the Vanguard website populated the wrong profile and it has been corrected---resolved.

    • Initial Complaint

      Date:10/11/2024

      Type:Service or Repair 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.
      About a year ago Vanguard sent me a notice that they were requiring all their investment accounts to transition to brokerage accounts. I have an *** account with them which transitioned right away. I also have a Trust account with them which I cannot seem to transition to a brokerage account. I have filed all the forms which Vanguard sent me and I have also attempted to file for the transition online. I have filed for the transition 5 times and each time they do nothing, I call them to get the status of the filing, they put me on hold for 10 minutes, and then come back and tell me my forms were not correctly filled out and I will have to file new forms. No one can tell me what specifically the problem is, just that I need to file new forms. I am worried that my Trust account monies will not be covered by SIP or by ****. This has been going on a year and I do not know what to do to resolve it.

    • Initial Complaint

      Date:10/11/2024

      Type:Service or Repair 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.
      Need to move remaining money in Employer Sponsored plan asap per *** requirements, remove IRS required RMD's. Cannot get anyone with knowledge to help for many weeks of constant messages and phone calls dealing with incompetent employees.

      Customer Answer

      Date: 11/06/2024

      Hi, Yes, I finally got resolution from them and received the check from them. You can see how poor they operate if they do not even respond to your requests. I know they received your requests, as they mentioned my contact to the BBB and actually got busy to resolve the issue at hand. I believe  the issues stem from poorly trained employees and inherent problems with customer service.

      I would strongly advise others NOT to do any business with them. All our funds have been removed. As stated, it's been a very difficult time.

      Thank you so much for your help.

      ****** *****

    • Initial Complaint

      Date:10/10/2024

      Type:Service or Repair 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.
      They won't talk to me for no reason the check is legit the bank issues of the check cleared the check as says it's clear

      Business Response

      Date: 12/10/2024

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

       

      This issue has been thoroughly reviewed and there will not be any response to Ms. ******* at this time. 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:10/10/2024

      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 have been trying since June of 2024 to get access to my Vanguard 401k account. From May 2024 - October 2024 I was a Vanguard employee. During my time as a Vanguard employee, I called consistently about this account. I was first told that there was a technical issue and that i would hear from someone soon. Then, I was told that there was a security/fraud issue, and that someone would be calling me on 3 different occasions. I was also told that there was an issue with HR, which HR then confirmed was not true. I called again on 10/10/2024 and spoke with **** ******* and said that the same security/fraud team "may or may not choose to call me back". I feel that Vanguard has essentially stolen the money that has been coming out of my paycheck on a bi-weekly basis over the past several months. The runaround that I've received around this has been utterly disgusting. I simply want to withdraw the funds from the account, and never deal with or do business with Vanguard ever again.

    • Initial Complaint

      Date:10/08/2024

      Type:Service or Repair 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.
      ***** enroll me to 41k without my promise and requested to closed the account. Now they are telling me no.

      Customer Answer

      Date: 11/04/2024

      They never contact me at all. I will like my money send to me back. 

      Business Response

      Date: 12/10/2024

      We are writing on behalf of Vanguard Participant Services (Vanguard) in response to your letter dated October 8, 2024, regarding a complaint from ***** ****** (BBB Case No. 22396909).

       

      Vanguard has responded to ***** ****** directly in writing. If you have additional questions, or if we can be of further assistance, please feel free to contact us.

       

      Sincerely,

       

      Vanguard Participant Services

    • Initial Complaint

      Date:10/07/2024

      Type:Service or Repair Issues
      Status:
      Unresolved
      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.
      On 12/19/2023, I opened a Solo 401(k) account with ******************, ************************* the institution would manage it responsibly. However, on 10/7/2024, while filing my 2023 taxes, I found I was unable to fund the solo 401k. *** allows 2023 contributions to be made to solo 401k accounts opened by December 31 2023. I called Vanguard, who informed me that my account had been transferred to Ascensus in April 2024, as Vanguard no longer serviced Solo 401(k) accounts. I was never notified about this transfer.Vanguard claimed a letter was sent to "the address on file", which was an address I moved out of in January 2024 and for which I set up mail forwarding to my current address. After contacting Ascensus, I learned they don't handle Solo 401(k) accounts, which left me wondering where they were going to transfer my account to. When I pressed Vanguard on this, they admitted that because my account had a $0 balance, no information was transferred to Ascensus. Essentially my account had disappeared. This is unacceptable, as accounts with tax implications should be handled with care. Now, I'm facing severe IRS penalties if I do not contribute to an account opened in 2023. Vanguard offered to resend the transfer notification to my current address as well as the account opening application. But that does not help me in my dilemma.I request Vanguard to reinstate my Solo 401(k) account temporarily so I can fund it with 2023 contributions before the October 15, 2024, tax deadline. Given its tax implications, this kind of account must be handled with the highest level of attention and care, and Vanguards decision to just close it has huge negative financial consequences for **** expect an immediate response, including the temporary reinstatement of my account.

      Business Response

      Date: 10/13/2024

      We are writing on behalf of The Vanguard Group **** (Vanguard) in response to your letter dated October 8, 2024, 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

      Customer Answer

      Date: 10/15/2024

      [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

       Complaint: 22392925

      I am rejecting this response because:
      there is no solution provided

      Regards,

      ***** Much








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

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