We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
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

Find a Location

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

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    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:09/27/2022

      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.
      Unable to speak with somebody at Vanguard after being on hold for different periods adding up to over 3 hours when I gave up

      Business Response

      Date: 10/25/2022

      We are writing on behalf of Vanguard Participant Services (Vanguard) in response to your letter dated September 28, 2022, regarding a complaint from ***********************.

       

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

       

      Sincerely,

       

      Vanguard Compliance Department

    • Initial Complaint

      Date:09/27/2022

      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 entered in an order to buy some 4 week treasury bills cusip ********* at the 9/8/2022 auction. These treasury bills had a issue date of 9/13/2022. However in my brokerage account the settlement date for this transaction was 9/12/2022 - this was incorrect. As a result my sweep money market fund was debited one day prior to the security being issued. On all my other treasury auction purchases the settlement date is the same as the issue date for the security. I sent a secure message to Vanguard complaining about this but after 10 days got a response telling me to call. When I call Vanguard I spend over 15 minutes on hold but noone answers. Since your customer service is soo terrible this seems to be the only way to resolve this issue.

      Business Response

      Date: 10/25/2022

      October 11, 2022 

      Dear *** *******: 

      We are writing on behalf of Vanguard Marketing Corporation (“Vanguard”) in response to your letter  dated September 28, 2022, regarding a complaint from **** *****. For your reference, we have  enclosed a copy of your letter as Exhibit A. 

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

      Sincerely, 
      Vanguard Compliance Department 

      Customer Answer

      Date: 10/25/2022

      [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:

      Vanguard has responded to my complaint ID ******** and resolved the issue to my satisfaction.

      They corrected the settlement date of the treasury auction purchase and credited me for one days lost interest in my settletment fund.

      Regards,

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

    • Initial Complaint

      Date:09/27/2022

      Type:Billing 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.
      Vanguard allowed a hacker to transfer several thousand dollars from my IRA to my bank account on 8/22. After notifying my bank and Vanguard all my accounts were closed and subsequently restored. However,after over a month now my funds have not been transferred back to my Vanguard account. The lame excuse is that the back office is jammed up.

      Business Response

      Date: 10/11/2022

      October 7, 2022  


      Dear *** *******:  

      We are writing on behalf of Vanguard Marketing Corporation (“Vanguard”) in response to your request  dated September 28, 2022, regarding a complaint from Dominic Grady. For your reference, we have  enclosed a copy of your letter as Exhibit A.  

       

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

       

      Sincerely,  
      Vanguard Compliance Department  

      Customer Answer

      Date: 10/11/2022

      [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 ********, and find that this resolution is satisfactory to me. 

      Regards,

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

    • Initial Complaint

      Date:09/26/2022

      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.
      Tried to no avail NUMEROUS times to respond to an undated letter received from this company about my account. I tried the number given on the letter and MANY other company numbers including their Scottsdale office. I am DISCONNECTED, CALL DROPPED, HOUR-LONG WAITS, ETC. CUSTOMER SERVICE, CONTACT IMPOSSIBLE RE MY ACCOUNT & FUTURE CHARGES. AT THIS POINT, PROBABLY JUST MOVE MY ACCOUNT WHICH I'M UNABLE TO DO WITHOUT CONTACT. I DO NOT HAVE AN ONLINE ACCOUNT, SO APPARENTLY I DON'T MATTER TO VANGUARD.

      Business Response

      Date: 10/03/2022

      September 30, 2022 

       

      Dear *** *******: 


      We are writing on behalf of The Vanguard Group Inc. (“Vanguard”) in response to your letter dated September 27, 2022, regarding a complaint from ******* *******. For your reference, we have enclosed a  copy of your letter as Exhibit A. 

       

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

       

      Sincerely, 
      Vanguard Compliance Department 

    • Initial Complaint

      Date:09/26/2022

      Type:Product 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.
      9/28/2022. I called Vanguard at 3:19 PM to convert money from a regular IRA to a ROTH. I was put on hold then given the option of them calling me back when it was my place in line, they didn’t call until 4:57 PM before I could get to the phone it went to voice mail and they did not call again. For the last 20 years if I want to sell or buy I wait until the last hour of trading . I intend to place my order tomorrow if it costs me more money Vanguard should back date the exchange to today 9/28/22. This means if the market goes up. I called 41 minutes before the market closed!! Vanguard why don’t you fix things? Until 2019 you were a great company but not now. If you don’t make things right next complaint will be the SEC.

      Business Response

      Date: 10/03/2022

      September 30, 2022 

       

      Dear *** *******: 

       

      We are writing on behalf of Vanguard Marketing Corporation (“Vanguard”) in response to your letter dated September 27, 2022, regarding a complaint from ******* ******** ******. For your reference, we have enclosed a copy of your letter as Exhibit A. 

       

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

       

      Sincerely, 
      Vanguard Compliance Department 

    • Initial Complaint

      Date:09/26/2022

      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.
      I have called vanguard managment investment company many times without getting resolution. I recieved a certified letter from a previous employer telling me to cash a check or to call Vanguard to have one reissued. I was unaware of a mailed check so I called. The check was mailed to my old address and name ************************* **** *********************. Cinti Oh. I was told it would be reissued and sent to my new address *******************Cinti Oh********. After time passed i called back and was told my address has not been updated and I need to fill a form asking for a new check. The rep could not update my address and put in a request to have it done and that once its done I need to call back to have the form mailed. I called back and was told it was not done and that they cannot give me a time when it would be. I have yet to get the same answer twice or someone help me without telling me to call and check back later. All i recieve is they will pass it along without resolve. I am asking to have this resolved and a check reissued.

      Business Response

      Date: 10/07/2022

      October 5, 2022 
      Dear *** *******:  

       

      I am responding on Vanguard’s behalf in response to your request for information concerning complaint ID ********. The complaint concerns an employer-sponsored retirement plan account. For your reference,  I have enclosed a copy of the complaint as Exhibit A.  

       

      Vanguard will be responding directly to the complainant regarding this issue, and we consider the matter  closed. We ask that the complainant please allow at least three business days to receive Vanguard's  response via secure email.  

       

      If you have any additional questions, or if I can be of any further assistance, please contact me by phone at 800-523-1188. 

       

      Sincerely,  
      Vanguard Compliance Department 

    • Initial Complaint

      Date:09/26/2022

      Type:Order 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 am in California and they are back east. I've had a retirement (Roth) account at Vanguard for decades and recently a brokerage account. Now they want me to "transition" all my life savings by signing it over to ... whatever. I cannot be made to understand the complicated terminology and I cannot walk into a familiar building or see a face or have someone I've been dealing with for years explain it to me. Though I have been happy with them before this month they say I have until Sept. 30th and I am not clear what happens if I don't sign incomprehensible electronic paperwork. They recently changed their website so I cannot find their secure email to get any explanations in writing and when I call they say they can explain only verbally then after ~ 20 min of me still not trusting this process we are disconnected each time and I have to start all over on a new call with a new person I've never heard of. I do not want to sign over my life savings (I am retiring this year) to anyone or thing but the share cost is low right now so do not feel comfortable leaving my Vanguard Roth IRA mutual fund account either. This is scary for me with all the fraud going on, to which I recently fell prey (another financial institution) then afterwards it was explained so clearly what I SHOULD have asked and known (-$25,000) BEFORE signing. I want to know if this is legitimate in writing at this point by a third party. No faceless persuasion by a stranger can gain my trust after what I’ve been through with other financial institutions. Once I sign the law is on their side for sure. Please advise! ... Thank you, ******** p.s. "Contact by business" with a WRITTEN clear explanation of what happens if I do not sign what I do not understand - not a reference to resolve this by recorded phone conversation which only serves the institution, not me. Why can't Vanguard transition without my signature and why can't we email to have a written record of our communications anymore?

      Business Response

      Date: 10/03/2022

      September 30, 2022 
      Dear *** *******: 
      We are writing on behalf of Vanguard Marketing Corporation (“Vanguard”) in response to your letter  dated September 27, 2022, regarding a complaint from ******* ******** ******. For your reference, we have enclosed a copy of your letter as Exhibit A. 
      Vanguard has responded to *** ****** directly in writing. If you have additional questions, or if we can  be of further assistance, feel free to contact us directly. 

       

      Sincerely, 
      Vanguard Compliance Department 

    • Initial Complaint

      Date:09/26/2022

      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.
      I have been trying to contact Vanguard in reference to a letter I received, dated August 2022. The letter is in reference to modification on the accounts I have with them. After September 30, 2022, a $40.00 fee will be assessed to my accounts if no changes are made. The problem is that I cannot makes the changes online using their guidelines. The computer keeps telling me they have no record of me. I have called, using my last four SSN and zip code. They have record of me, I can't talk to a person because it's a machine and the wait time is forty to fifty minutes. I have been with Vanguard since 1983 or 1984 and opened my accounts with them before computers became common household items.

      Business Response

      Date: 09/30/2022

      September 30, 2022 

       

      Dear *** *******: 

       

      We are writing on behalf of Vanguard Marketing Corporation (“Vanguard”) in response to your letter dated September 27, 2022, regarding a complaint from ****** ********. For your reference, we have  enclosed a copy of your letter as Exhibit A. 


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

       

      Sincerely, 
      Vanguard Compliance Department 

    • Initial Complaint

      Date:09/26/2022

      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 brother, ****************************************** passed away September of 2020. Attached is the death certificate and funds from Vanguard statement he kept in a Roth IRA with them. I was a beneficiary on this account. Vanguard deliberately makes it impossible to transfer the funds. I have been trying for almost two years. They have never sent a mailing statement to my home address, they have my personal information by provided by telephone several times and by a separate old employer 401k. They seldomly answer the phone without long wait times. They disconnect the phone when a representative finally answers. When asked if their is an office location I can go to complete the transfer they deny any available office available insisting they are online only. Yet, a representative will blame you claiming their system is not working and they need IT to fix. Yet you never hear from IT. A representative will claim the transfer is in process and I never hear back from them and online shows no transfer. Their system is designed to keep your money as beneficiary. I have spoken with them numerous times, and each time I go right back to the beginning as if I never spoke with anyone. Two years later, the rep. hangs the phone up when I call after a prior rep several months stated the transfer would be complete in 15 days. My name is ******* ******* - attached is my brother's death certificate and IRA statement with Vanguard.

      Business Response

      Date: 10/11/2022

      September 30, 2022 

       

      Dear *** *******: 

       

      We are writing on behalf of Vanguard Marketing Corporation (“Vanguard”) in response to your letter  dated September 28, 2022, regarding a complaint from ******* *******. For your reference, I have  enclosed a copy of your letter as Exhibit A. 

       

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

       

      Sincerely, 
      Vanguard Compliance Department 

    • Initial Complaint

      Date:09/26/2022

      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.
      I have been trying for months to get someone at Vanguard to help fix a rollover issue that resulted in a Roth conversion. Unless resolved, this issue is going to result in an unexpected six-figure tax bill for my family and wipe out years of retirement and personal savings. I called Vanguard to initiate a rollover from an employer’s retirement containing both a pre-tax and Roth contributions to my existing Vanguard accounts. I filled out the paperwork to rollover the pre-tax portion but accidentally put in the incorrect account number. Despite the conflicting request information of a pre-tax rollover with the wrong account; instead of clarifying the request, Vanguard initiated a Roth conversion on $322k. This is absolutely not what was intended and I called Vanguard immediately on seeing the money in the wrong account. I was initially told the money was still in transition, it would be fixed and to look for a secure message. After a couple additional phone calls, I was told the money could be recharacterized, another phone call that it couldn’t be recharacterized and finally there is nothing that can be done and talk to a financial advisor. My financial advisor says I’m looking at a six-figure tax bill this year and didn’t understand why Vanguard couldn’t simply correct the situation before a 1099R is filed. I am beyond frustrated trying to get someone on the phone with the knowledge and ability to fix what is a major financial issue for our family.

      Business Response

      Date: 10/05/2022

      October 5, 2022  
      Dear *** *******:  
      We are writing on behalf of Vanguard Marketing Corporation (“Vanguard”) in response to your request  dated September 27, 2022, regarding a complaint from ***** ******. For your reference, we have  enclosed a copy of your letter as Exhibit A.  
      Vanguard has responded to ***** ****** directly in writing. If you have additional questions, or if we  can be of further assistance, feel free to contact us directly.  
      Sincerely,  
      Vanguard Compliance Department  

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

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.