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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.

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    Complaint status

    Complaint type

    • 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.

    • Initial Complaint

      Date:04/18/2025

      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'm purchasing a house and have contacted Vanguard several times to get a statement of my withdrawal I took in order to purchase the house. They've continued to have a system issue with zero resolution for a fix, they don't know what caused it. All of *** Health employees are unable to retrieve any 2025 statements from the website or verbally requesting any. Financial Institutions should be able to produce a statement upon request. Their phone systems state the statement would be available between 4/1-4/15 and it's still not available. Statements from their prior year showed available Jan-Mar, we're heading toward the end of April and we still can't see a printed statement. This needs to be investigated and I'm not sure who to involve at this point.

    • Initial Complaint

      Date:04/16/2025

      Type:Product 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 am writing to formally complain about the mishandling of my 401(k) rollover request. Over multiple calls, I received inconsistent and conflicting instructions from different agents, leading to confusion and delays.Initially, my rollover was processed incorrectly, resulting in funds being wired to the wrong institution and subsequently denied. When I requested correction, I was given inconsistent guidance: one agent instructed me to mail a notarized letter of instruction, while another advised me to fax it. I was even provided with an email template for the letter.After submitting the required documentation by mail, I followed up a week later and was informed that the letter had been received but not yet processed, and I should call back in another week. When called again, I was told that the check had already been directly mailed to my address, even before I called in to get it resolved, contradicting the previous information.I repeatedly expressed my concern about the potential tax penalties for early withdrawal of my 401(k) funds. Despite this, I was told it was not Vanguard's responsibility and advised to check with my current 401(k) provider.This lack of consistent communication and accountability has caused me significant frustration. I am left without a clear understanding of the status of my funds and no paper trail to verify the information provided by Vanguard.I request immediate clarification on the status of my rollover request, a detailed explanation of the discrepancies in the information provided, and assurance that such issues will not recur. I also seek appropriate compensation for the undue stress and inconvenience caused by this mishandling.Thank you for your attention to this matter.

    • Initial Complaint

      Date:04/11/2025

      Type:Product 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.
      In January 2025 I tried to transfer money from my sons 529 account to his **** ***. Vanguard says that the first check was lost and they issued another check and sent it to their **** department. That check was also allegedly lost.Several months later I was assured that they would issue a third check and overnight the check to the **** group.The "overnighted" funds have not posted in two weeks.This whole process has been going on for over three months and no one at Vanguard can solve the issue. They just keep telling me "A few more days"

      Customer Answer

      Date: 04/16/2025

      After three long months the money was finally deposit.

      Very poor service, and no one seemed to really care, but the eventually got it done.

      Thankfully there was not an immediate need for the money. 

    • Initial Complaint

      Date:04/09/2025

      Type:Customer Service 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.
      I set up a Vanguard account many years ago. I have been able to log in to access account statements and perform needed investment management. The normal process asks for the user name, password and one of the security questions.However, when trying to access my March 31, ******************************************************** without setting up multi-factor authentication. The problem is that there are only two forms of multi-factor authentication offered. The first is text messaging to a smart phone - I do not own a smart phone. The second is an automated voice call to an unrestricted land line - my phone requires someone to select an extension in order for the phone to ring but the land line option does not allow for specifying an extension. Thus, it is impossible to set up multi-factor authentication because it is impossible to receive the magic code.I called Vanguard customer support, which took over 50 minutes to get a real person. I explained the issue to the support person - many times - and she claimed there was no other option. After being on the phone for over an hour, she decided to transferred me to some unknown part of the company that now said the new wait was over an hour. I hung up.I called Vanguard customer support again a couple of days later. It took over an hour to get a real person. I immediately asked to speak to a supervisor - the support person said there were no supervisors and only she could help me - she was clearly lying. I explained the problem many times to her. After over 15 minutes, she finally decided she would allow me to speak to a supervisor. I spoke to the supervisor and explained the problem in detail - many more times. After another ************************************************************************************************ back. He said there was no direct way to reach him but he would call me back in an hour or two.After two more days, no one from Vanguard has called me back.

      Business Response

      Date: 04/22/2025

      We are writing on behalf of Vanguard ********************* (Vanguard) in response to your letter datedApril 15, 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

      Customer Answer

      Date: 04/28/2025

      Complaint: 23183495

      I am rejecting Vanguards response because:

      On or around April 16, 2025, Vanguard did call - it was the same supervisor who had not called back as was noted in the original complaint.  During the call the following items were discussed:

      - The supervisor said the call was prompted by my BBB complaint and made no excuse for not having called prior to receiving my formal complaint through the BBB

      - The supervisor said the login issue would not be fixed

      - The supervisor said the account would be modified so all reports and statements would be automatically mailed at no charge

      - The supervisor said the account would be modified so all transactions and any other management tasks normally done through a login would be at no charge when done by phone

      - The supervisor said there would be no service fees or charges for using phone-based services and this was to be a permanent change to the account

      - The supervisor said I would receive a written letter stating the above so I would have a written record of the new agreement

      It has now been well over a week and I have not received the promised written agreement from Vanguard.

      Regards,

      ***** *********
      April 28, 2025

    • Initial Complaint

      Date:04/08/2025

      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.
      July 2024 Vanguard told our business that they were transferr*** the multiple partner SEP ***** to a new custodial company, we could not find enough information out about this company Ascensus since the transfer had yet to occur and until it did we then found out how horrible they are. They never had SEP *** accounts before and they were not ready for this business. Vanguard made their life easier yet made those lives of their customers, especially those like prolenea who have had a SEP *** with Vanguard for over 10 years, were impacted negatively. Their choice in companies has affected us greatly and until us*** them we would not know the questions to ask. Ascensus have a very minimal list of investment options, their forms are spreadsheets that are very unprofessional and they are not part of ACATs mean*** now that we have decided to leave them they only have the option to liquidate the funds and send a CHECK!! What antiquated company did Vanguard choose to move multiple participant SEPs to. So very disappoint*** after all these years. Since the company allowed electronic transfers into Ascensus we are demand*** they find a way to transfer monies in a day without writ*** a check or liquidat*** the funds. A check has no guarantee how long it would take and it could be lost *** the mail for weeks mean*** we could lose a ton of money. There is not option for overnight and we have no idea when the funds would actually be sold and based on how the market is now, how is this not a process that can negatively impact the customers.

    • Initial Complaint

      Date:04/01/2025

      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.
      My 401k from ****** 02/25/2025 my 401 k retirement count was closed through vanguard. They was supposed to send my remaining from my account account. The remaining remote was $1,092. Ever since then the follow up on any of my concerns.

      Business Response

      Date: 04/22/2025

      We are writing on behalf of Vanguard Participant Services (Vanguard) in response to your letter dated April 1, 2025, regarding a complaint from ******* ****** (BBB Case No. 23145066).

       

      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

      Customer Answer

      Date: 05/02/2025

      They never resolve the issue 

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

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