Business Profile

Investment Security

Vanguard Group Of Investment Companies

Headquarters

This business is NOT BBB Accredited.

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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

Customer Complaints Summary

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

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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:10/03/2024
Type:Customer Service Issues
Status:
UnresolvedMore 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 three accounts with ****************** online and later that day they restricted access to my account. I called right away to have my account unlocked and they told me I would have to wait up to 72 hours for someone to call me back. When I spoke to that person they asked me several questions and I told them I had done nothing but open the accounts and logged out to return to them later. When I did that, I found my access had been restricted. No resolution occurred so I called back again like 15 days later and they gave me the same story saying I would receive a call back within ******************************************************************************************************************************* the first place. Im waiting for another call back but this is very strange behavior and I know I did nothing to deserve this kind of treatment as I only opened three accounts and then they took access away before I could even use any of them. I am thinking it may have something to do with my identity being stolen recently and that maybe someone else is committing fraud in my name (which has already occurred as I am aware of and reported) but probably not at the level I was expecting because Vanguard is treating me like a criminal and I dont deserve to be treated as such.,
Business Response
Date: 10/13/2024
We are writing on behalf of Vanguard ********************* (Vanguard) in response to your letter dated October 4, 2024, regarding a complaint from ****** *********. For your reference, we have enclosed a copy of your correspondence as Exhibit A.

Please know that Vanguard will not respond to the fraudster. 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: 10/13/2024
[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: 22377577

I am rejecting this response because:

Fraudster? Lol, nice try. If I was a fraudster I would have done much more damage than simply opening three accounts. That is literally all I did before my account was locked. I dont believe in moderation I only do what I do everything I do 110% or not at all. I have no history of fraud but recently went through a bad identity theft that cost me nearly everything and foreigners are still opening accounts in my name without me knowing because my information is all over the dark web and has been compromised in many data breaches. I filed reports with the *** and ******* for every act of fraud that was done in my name I am aware of. I have no part in any of it whatsoever and Im offended by your assumption. You should give me my accounts back so I can learn about investing as I had harmlessly planned to do.
Regards,
****** *********
Initial Complaint
Date:10/03/2024
Type:Service or Repair 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.
Due to me having a previous issue with vanguard which result in me making an extra payment to them, I made sure to be very clear and ask the right questions. I paid off my loan number four balance and it posted to vanguard on 9/6/24. However, on 9/12/24 I saw my paycheck was deducted another $113 for that loan. I called that day and was reassured by two different associates that I would receive that as a refund. That it only came out due to communication is sometimes delay causing the extra deduction. To just wait a few weeks and I would receive a check in the mail. I told the first ***** that due to my last issue with vanguard that I dont believe this will happen, that they are going to keep my *********** to me again. He reassured me that it wouldnt happen and then escalated the call to another team that handles this. That associate also reviewed everything and reassured me as well that this is a common thing that happens but no worries I will get a check in the mail & to keep a look out. On 10/1/24 I still had no check, so I called and requested both calls are pulled where both *****s clearly advised that I would get a refund and that this wouldnt be applied to any other loan. A supervisor was suppose to call me back after pulling both calls, I did miss the call from 10/2/24 from the supervisor but its clear from the voicemail that he didnt pull either call. Since vanguard doesn't transfers to supervisor Im not able to get that supervisor back and will now how to request again to get my request handled properly. I just want my money back that should have never been taken again & that I was reassured that I would get back.
Business Response
Date: 01/15/2025
We are writing on behalf of Vanguard Participant Services (Vanguard) in response to your letter dated December 5, 2024 regarding a complaint from ****** ******* (BBB Case No. 22374248).

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:10/02/2024
Type:Service or Repair 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.
Requested *** rollover of $23026 from Vanguard to Fidelity via wire transfer on Monday, Sept.23,2024. Transfer was coded in error (i.e. all funds to go to pretax. $1545 should have went to *** ****) on 9/24/24. I am still waiting for transfer to be corrected and to initiate transfer to Fidelity.
Customer Answer
Date: 10/04/2024
Talked to Mr. **** ****** , customer support supervisor on 10/1/2024 and no estimate was given when wire transfer will be competed. I asked that the wire transfer to be cancelled but was told that is not possible. Vanguard created a case for this issue (case #*******). I have been calling Vanguard Participant Services*************) during week of Sept. 30th daily and no estimate when wire transfer(i.e. IRA ********* *** **** transfer from Vanguard to Fidelity) will be completed was given.
Customer Answer
Date: 10/08/2024
On Monday 10/7/24, called Vanguard Participant Services *************), talked to a ***** ******* regarding status of my wire transfer request back on 9/24/24. She will reach out to ********************* , supervisor assigned to this case (#*******). I asked that he call, text, or email me status. No communication from Mr. ****** was received. No status was provided to me.

Customer Answer
Date: 10/08/2024
On Tuesday, 10/8/24 contacted Vanguard Participant Services *************), talked to ***** *****. She indicated the backend team received corrected instructions on 10/7/24 and are being reviewed and will proceed as "administratively possible" as per ***** Hypock, the case manager working on case #*******.
Customer Answer
Date: 10/10/2024
Called Vanguard Participant services on October 10, 2024, Mar Ritualo. I asked if there is any status regarding my wire transfer of $23,026.14 confirmed on 9/24/24. No status was provided. I did not receive any status from supervisor Mr. **** ******. I was informed back on 10/8/24 that the backend team has received the correct wire transfer instructions and was reviewing them. I did not receive any status update from the backend team as well.
Customer Answer
Date: 10/16/2024
On Tuesday, Oct. 15th, I received the corrected wire transfer into the Fidelity *** rollover account($21,485). On Friday, Oct. 11th I received the corrected wire transfer into Fidelity *** **** account ($1540). **** ****** left voice mail message on Tuesday, Oct. 15th stating completion of wire transfers. I discussed with **** ****** on Wednesday, Oct. 16th regarding the period of time I did not have access to my retirement funds (i.e. 9/24/24 - 10/15/24) and I should be compensated for the interest income I could have earned if the wire transfer was executed correctly back on 9/24/24. Mr. ****** indicated a new case has been created to review this issue (i.e. #*******) and would take 2-3 business days to review.
Customer Answer
Date: 10/25/2024
Called Vanguard Participant Services on 10/25/24 since I have not received any communication from Vanguard since 101/16/24. No updated status is available, issue/case (i.e. *******) in progress. Note, last talked to Mr. ****** on 10/16, he indicated a new case has been created to review this issue (i.e. #*******, compensation for no access to my funds due to Vanguard wire transfer error) and would take 2-3 business days to review.
Customer Answer
Date: 10/29/2024
Called Vanguard Participant Services on 10/29/24 ******* ?) since I have not received any communication from Vanguard since 10/16/24. Mr. ****** messaged Juliet ********* indicated this issue is still being reviewed/investigated (i.e. #*******, compensation for no access to my funds due to Vanguard wire transfer error on 9/24/24. **** rollover received on 10/11/24, *** rollover received 10/15/24).
Customer Answer
Date: 11/07/2024
Called Vanguard Participant Services *************) on 11/7/24, talked to May who indicated case #******* has been closed. Vanguard indicated loss of interest is between 9/24/24 and 10/10/24 amounting to $27.24. I was forwarded to **** and determined a check will be mailed to me for $27.24, was told not possible to credit my account. A new case was created for this action and is #*******.
Customer Answer
Date: 11/27/2024
On November 27, 2024, called Vanguard Participant services *************), talked to ****** ***** inquiring as to status of check. ****** forwarded me to the License team. ***** of the License team stated check of $27.24 was mailed on 11/26/24 and should take between 7-10 mailing days (i.e. business days + Saturdays) to arrive at my home address.
Business Response
Date: 12/10/2024
We are writing on behalf of Vanguard Participant Services (Vanguard) in response to your letter dated October 3, 2024, regarding a complaint from ******* ******* (BBB Case No. 22369430).

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:09/30/2024
Type:Billing 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.
I have two accounts with ******************: a brokerage account and an *** account. Over the past year I have not received paper statements for either account.I did recieve four printed confirmations for the brokerage account, although I never logged in to request them.On 8/12, Vanguard charged a $25 paper statement fee for both accounts for a total of $50.On 8/22, I called Vanguard to ask if the fees could be waived since there were absolutely no paper statements issued for one account and only four confirmations on the other.The customer service representative said no, but was able to find whatever setting generated the confirmation statements and change it for me.On 8/30, I called Vanguard again to ask if the fees could be waived. I spoke with ******* and he said that he would submit a request to waive the fees and to wait 8-10 days.On 9/20 when the fees had not been waived, I called Vanguard again. This time, I spoke with ****** and she said that there was no record in the system of any request to waive the fees.I asked to speak to a supervisor and ****** said that the supervisor was unavailable. I asked for a callback and she said that a supervisor would call me back by Tuesday (9/25).****** also said that she would submit a waiver to reimburse the fees.I never received a callback about my complaint. At this point, I am unhappy about two things.First, I feel that the original fees were unfair and arbitrary and especially for the account where absolutely no statements were mailed, they could be categorized as "Junk fees."Second, I feel that the Vanguard customer service representatives were dishonest regarding submitting a request to waive the fees and about scheduling a callback with a supervisor. To resolve the complaint, I would like to have the fees refunded to my accounts.
Business Response
Date: 10/13/2024
We are writing on behalf of The Vanguard Group Inc. (“Vanguard”) in response to your letter dated 10/1/24, regarding a complaint from Glen Jackson. For your reference, we have enclosed a copy of your correspondence as Exhibit A.
Vanguard has responded to Glen 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: 10/19/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22357025, and find that this resolution is satisfactory to me.

Regards,

Glen Jackson
Initial Complaint
Date:09/28/2024
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 have been locked out of my account I want them to unlock my account I have been a loyal customer for years and have over half a million invested I am getting very anxious and concerned I have submitted all documents requested and it has been almost a month
Business Response
Date: 10/13/2024
We are writing on behalf of Vanguard ********************* (Vanguard) in response to your letter dated October 1, 2024, regarding a complaint from ******* *******. For your reference, we have enclosed a copy of your correspondence as Exhibit A.

Please know that Vanguard will not respond to the fraudster, who is impersonating ******* *******. 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: 10/13/2024
[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: 22352231

I am rejecting this response because: they are treating me like a criminal 83 years old dying a very miserable death the chemotherapy and radiation treatment is not a walk in the park it makes me miserable and on top of my health problems now you crooks are stealing my money I have been saving for years

Regards,

******* *******

Business Response
Date: 12/10/2024
We are writing on behalf of Vanguard ********************* (Vanguard) in response to your letter dated October 25, 2024, regarding a complaint from ******* *******. For your reference, we have enclosed a copy of your correspondence as Exhibit A.
As stated previously, Vanguard will not respond to the fraudster, who is impersonating ******* *******. 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: 12/12/2024
I sent proof of identity this is outrageous I am being treated like a criminal why would they lock my account and won't help me when I call I don't know what to do here I'm certain that vanguard is stealing my money
Initial Complaint
Date:09/25/2024
Type:Service or Repair 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 changed my name back in 2017 and had 3 accounts with ********************** - 2 employer plans and 1 personal plan. I can log into all the account with 1 log in, however, 1 of my accounts never had the name changed. I'm now looking to combine this 401k with another account but need the names to match. When I spoke with vanguard they never received a request to change this account as apparently it needs it's own process to change the name. When I went to call then to get the name changed I now need to submit my marriage certificate with a different form to change this account. Again I can log into 1 account to see my plans which have different names! I asked how I will get my marriage certificate mailed back and they told me they have to keep the certificate. (September 2024) So now I need to pay money to get another copy of this for them to keep with they were able to change my other accounts before! I just want this account name changed and I want my marriage certificate back so I don't need to pay money for this. It may seem like a small thing but every other business takes a copy or mails the original back. I called and they were unable to do anything.
Business Response
Date: 10/13/2024
We are writing on behalf of Vanguard Participant Services (Vanguard) in response to your letter dated September 25, 2024, regarding a complaint from ******** ***** (BBB Case No. 22339113).

*********************************************************************************************************************************************************************************************************************************************

Sincerely,

Vanguard Participant Services
Initial Complaint
Date:09/25/2024
Type:Service or Repair 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 close my account deeming it fraud but doesnt send me a email, callback, or any information to resolve it so I can get my remaining funds back. They have no grounds or proof of fraud on the brokerage account. Since they close my account and deny me access to my money and told me not to call them again. I have no more for mortgage or car payments and no money for my child birthday. Cause our family pain and suffering for a whole month.
Business Response
Date: 10/13/2024
We are writing on behalf of Vanguard ********************* (Vanguard) in response to your letter dated 9/25/2024, regarding a complaint from ** ***. For your reference, we have enclosed a copy of your correspondence as Exhibit A.

Please know that Vanguard has identified that the complainant has been implicated in fraud and we will not respond directly to him. 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:09/24/2024
Type:Service or Repair 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.
On Vanguard website when applying for a withdrawal it advises to provide 2 of 3 documents to purchase a home. I provided a good faith estimate a disclosure statement the appraisal and a written signed statement from the lender that build the home. I spoke with a Vanguard *** on Friday and she advised the documents were not legible but they were acceptable documents. I resent the documents on Friday and received a email today stating additional documents were needed. I called and the *** stated I needed to send 3 or 4 additional documents were needed. I explained that is not what I was told last week. Every time I speak with someone I get a different story of what is needed. She refused to connect me with a supervisor. I advised this money was urgently needed so I wouldn't become homeless. This is very unfair and they are refusing to help me.
Business Response
Date: 10/13/2024
We are writing on behalf of Vanguard Participant Services (Vanguard) in response to your letter dated September 25, 2024, regarding a complaint from ****** ****** (BBB Case No. 22329115).

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:09/23/2024
Type:Billing 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 transferred my Vanguard accounts to Fidelity (where my husbands accounts are) after I left my company. I moved over 6 or 7 accounts. No problems until I went online to check that they were transferred and noticed I had a negative balance in one of my accounts. As it turns out Vanguard has started charging a $100 transfer fee for each account you transfer. My problem is not that they charge a fee, but they do not disclose to you or warn you. And the only reason I found out is because one of my accounts went negative. I called to discuss and told them I would have at least combined my accounts so that I wouldnt have been charged 6 times! And they said there was nothing they could do now. I even had a team leader call me and they said that the same thing. I will be filing formal complaint for a failure to disclose hidden fees.
Business Response
Date: 10/13/2024
We are writing on behalf of The Vanguard Group in response to your letter dated September 25, 2024, regarding a complaint from ***** ******. For your reference, we have enclosed a copy of your correspondence as Exhibit A.

Vanguard has responded to Ms. ****** 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:09/19/2024
Type:Service or Repair 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 have been trying to complete a roll over of a 401k account from ********************** in to a fidelity investment. The original check was never received by Fidelity from Vanguard, I then had the check canceled and tried to have it sent to my home, I again never received the check. For almost 4 years I have been stuck in a loop of trying to work with Vanguard customer service to escalate this issue and I am even willing to pay for Vanguard to ***** the check to me overnight to ensure that I get it so that I can get it to fidelity myself. I have filled out unclaimed distribution forms multiple times for Vanguard. Every time I call after I haven't received the check they have me fill out the form again and tell me I can't escalate until I don't receive the check, when I don't receive the check they tell me to fill out the form again and again that I can not escalate until I have completed the form an additional time. I am stuck in a never ending loop and unable to pay to get this check so I can get out of this never ending cycle.
Business Response
Date: 10/13/2024
We are writing on behalf of Vanguard Participant Services (Vanguard) in response to your letter dated September 19, 2024, regarding a complaint from **** ****** (BBB Case No. 22308595).

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

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