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.

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.

Initial Complaint
Date:09/26/2022
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.
Since August 2021, vanguard have withheld $50,000 from me in my vanguard personal investor account. They have locked me out from signing in. And every time I call customer service, they said someone will call me within 3 business days, but nobody has ever called me. It has been 11 months with no progress. I don't care about restoring my account at this point. Please tell them to mail me a check of my money ($50,000). My Vanguard Brokerage account is ********
Business Response
Date: 10/07/2022
October 6, 2022

Dear *** *******:

We are writing on behalf of Vanguard Marketing Corporation (“Vanguard”) in response to your request dated September 26, 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: 11/01/2022
[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: ********

I am rejecting this response because:
It has been months with no progress. I don't care about restoring my account at this point. Please tell them to mail me a check of my money ($50,000). My Vanguard Brokerage account is ********. You guys have said in recent response to my first claim that last deposits I initiated was not successful, I understood that. But you withdrew those unsuccessful deposits from my account and also withheld and withdrew the $50000 from my account as well and locked me out. I called so many times for me to be told you guys will call me back. But that was a lie. Not a single call I received from you guys. I want my money now. This is not right. How can you even do something like this without properly informing me the client of the situation. I didn’t get a email, a mail , nor a phone call. That’s very much illegal. I need my my money mailed to my address along with an apology letter. This my last time addressing this without filing a lawsuit. I will do whatever necessary to get my money from this point on. Thank you.

Regards,

****** **** *** ******
Business Response
Date: 11/04/2022
November 3, 2022

Dear *** *******:

We are writing on behalf of Vanguard Marketing Corporation (“Vanguard”) in response to your request dated November 1, 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:09/23/2022
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 opened a Roth IRA account # *********** (*****) with ****************** and I was looking to get a transaction history of what happened with the account as Vanguard is stating there is no longer an account with them and cannot access transaction records prior to 2015. Unbelievable amount of redirect on the phone with the customer service! I have spent countless hours waiting yet no one seems to be able to provide a transaction history to confirm the account status. I believe I am owed an explanation and would like resolution of this issue by getting a transaction history to understand exactly what happened to the account as there was at least $5,000 USD last I recall.
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 26, 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: 10/06/2022
[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:09/21/2022
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 has set out a letter saying their customers need to transition accounts to a new investing platform within Vanguard. I am 88 years old and have my son helping me do this. I donot do things online, Im too old. Anyway we call vanguard, was on hold for over 55 minutes, and finally get a rather rude lady to answer. She states this transition has to be done by September 30 to avoid fees vanguard wants to charge their customers and only way to avoid them is do this transition online. My son explains to her multiple times this is not possible and then she says only way to do it is by sending us forms. She states this wont happen by September 30 and I will be charged their fee. The letter sent to me by Vanguard clearly states they are changing the investment platform, not us. Today is September 21, the first time my son had time to take off from work to help me with this situation. I am not going to pay their ridiculous fees just because they cant get me the paperwork. My son and I asked to speak with a supervisor, but that went no where with the rude lady. I am nearly wanting to transition my accounts with Vanguard and not be charged their free since they cant produce the proper paperwork by September 30.Thanks
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 23, 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:09/21/2022
Type:Order 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 am trying rollover my 401k from my previous employer to vanguard. Vanguard repeatedly provided incorrect information that delayed the transaction to the point in which I am now at risk of losing a loan for a house because my 401k balance does not match the stated amount. I repeatedly followed Vanguard's instructions to send over additional documentation to facilitate the rollover process, but Vanguard has now lost the documentation that had personally identifiable information on it.
Business Response
Date: 09/30/2022
September 29, 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:09/20/2022
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 August 28th, 2021 my father passed away leaving a 401k to be split 3 ways between my brothers and I. In early May, I submitted my letter of instruction to be made out to ***************** *****. However, I really needed the check needed to be issued to ******* ******. I received the incorrect rollover check May 27th, 2022. After making some phone calls to resolve my issue, I was told I needed to submit another letter of instruction with my personal information and the corrected address. I did so sometime in early July with a change of address on the check and adding an account #. After no word, I called again on July 25th, 2022 and confirmed the changes I'd made. The agent said that they had not yet processed the request but they would.After hearing nothing I called Vanguard again on August 11th, 2022 to inquire about the check. It still hadn't been issued. The associate I talked with apparently sent another request as the check is dated August 11th. I almost succeeded there, except that it was the exact same check as before, but now mailed to ******* ******. ****** then forwarded the check to me as they could not accept the check made out to ***************** Chase. Obviously someone made an error, so I called again on August 29th, 2022. They told me it would be reissued, and again, I had my associate read out the change I needed made to the check. However, when I called to inquire about the check again today, September 20th, 2022, I was told the reissue request was never made and that my Letter of instruction doesn't exist. When I assured them it most definitely did exist because I've had their peers read it to me, they agreed. When I've requested that they send me some kind of confirmation for the reissuing of my check, they tell me they aren't allowed to send personalized emails. So now I'm waiting for a call from a supervisor sometime "within 24 hours".It's already hard enough losing a parent. Withholding someone's inheritance doesn't make things easier.
Business Response
Date: 10/05/2022
October 4, 2022
Dear Mr. Distler:
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 through their Secure Message Center on our website.
If you have any additional questions, or if I can be of any further assistance, please contact me by phone at ###-###-####.
Sincerely,
Vanguard Compliance Department
Initial Complaint
Date:09/20/2022
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.
I HAVE AN ACCOUNT AND THEY ARE REFUSING CLOSING ACCOUNT. SEND ME FORM TO SIGN AND CLLOSE AND SEND CHECKS. ID ************************** SEE ATACHED
Business Response
Date: 09/28/2022
September 28, 2022
Dear *** *******:
We are writing on behalf of The Vanguard Group Inc. (“Vanguard”) in response to your letter dated September 23, 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: 09/28/2022
[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 need a check issued today for entire balance.

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:09/18/2022
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 accidentally authorized a ROTH IRA conversion in my wife's Vanguard account thinking it was my account. It occurred AFTER markets had closed. We both immediately called Vanguard together to notify them that this unauthorized transaction had occurred. The Vanguard representative said it could be cancelled but the people who know how to do this had "left work for the day." He said to call back tomorrow morning. We called the next morning and, again, we were told the employees who know how to cancel this transaction "hadn't come into the office yet." Vanguard promised to call us back. They never did. Instead, they processed this unauthorized transaction because they can't staff their offices.
Business Response
Date: 10/07/2022
October 6, 2022

Dear *** *******:

I am writing on behalf of Vanguard Marketing Corporation (“Vanguard”) in response to your request dated September 19, 2022, regarding a complaint from ***** ****** regarding the account of his wife, ****** ********, for which he does not have agent authorization. For your reference, I have enclosed a copy of your letter as Exhibit A.

Vanguard previously responded to *** ******** in writing concerning this issue as a similar complaint was also submitted to *****. If you have additional questions, or if I can be of further assistance, feel free to contact me directly.

Sincerely,
Vanguard Compliance Department

Customer Answer
Date: 10/07/2022
[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: 18042878

I am rejecting this response because:
Vanguard misrepresented the issue in their letter to hide deficiencies by their employees and with their internal processes. ******************** wife, ******, did NOT share her credentials with him. Vanguard's security settings failed to work and **************** accidentally made a transaction thinking it was his account. **************** and his wife, ******, immediately called Vanguard to notify them of this deficiency.
Vanguard employees agreed to cancel the transaction, then said they did not know how, then said the employees who knew how to cancel the transaction had not started work yet, then offered to call us back before markets opened, then never did. Several hours after markets opened Vanguard called ******, left a message, asked us to call them back on a general line that required a 1+ hour wait to talk with someone since Vanguard has deficiencies in staffing their call centers.
This issue has to do with longstanding deficiencies with Vanguard (see online for evidence of this longstanding problem) that the ***** and SEC are investigating. We are seeking legal counsel as well.

Regards,

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

Customer Answer
Date: 10/21/2022
[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: ********

I am rejecting this response because Vanguard is clearly unable to address legitimate concerns expressed. Instead, they merely make false statements, hope there is no follow-up complaint, and then refuse to answer. This lack of response should be telling - in and of itself - surrounding the management deficiencies at Vanguard.
****************'s wife, *****************************, will submit a separate complaint to BBB shortly. Perhaps Vanguard will consider responding instead of ignoring what is a clear track record of deficiencies in their customer relations efforts.

Regards,

***********************
Business Response
Date: 11/04/2022
November 4, 2022

Dear *** *******:

I am writing on behalf of Vanguard Marketing Corporation (“Vanguard”) in response to your request dated October 28, 2022, regarding a second follow-up complaint from ***** ****** with respect to the account of his wife, ****** ********, for which he does not have agent authorization. For your reference, I have enclosed a copy of your letter as Exhibit A.

Again, because we previously responded to *** ******** in writing and have not changed our position concerning this matter, we will not be responding to this second follow-up complaint. 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:09/16/2022
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 hold two retirement plans with this organization; one plan was stood up by a former employer and the other one is provided through my current employer. Last year I completed a Legal Name Change as part of my gender transition process. My current employer verified this and updated my records accordingly, which by design flowed down to the respective retirement plan and as a result my name updated automatically. I recently learned, however, that the other plan was not updated and still operates under my deadname (my former Legal Name). I contacted Vanguard Participant Services today, and was instructed to follow a process which involves submitting a personal document (a court order or marriage certificate; the latter of which is not applicable in this case) along with part of my SSN, the plan's account number, and my signature to their offices through either physical mail (from PA to TX) or fax. As both an *** ************* ******** and a member of a frequently targeted minority population, I expressed my deep concern with the security risks and ease of which identity theft can occur across those platforms. For my own protection, I asked for a more secure method (and used secure ftp as an example) for delivery of this information. Unlike my experiences with most other businesses, this request was refused. This leaves me in a situation where, if not resolved, I must now either place my identity at risk by complying with their request (which I will not do under any circumstance), or leave the account unchanged and continue to receive communications where I am misnamed & misgendered. Neither option is an acceptable path forward; regardless of a company's stance on any topic I still demand to be treated with respect.
Business Response
Date: 09/30/2022
September 29, 2022

Dear ***** ********:

Recently, Vanguard received an inquiry from the Better Business Bureau regarding your former employer’s retirement plan account. The Vanguard Group, Inc. (“Vanguard”) provides recordkeeping services for your employer-sponsored retirement plan. These services are provided in accordance with the terms of the plan documents and administrative procedures established by the plan sponsor. We have researched the matter and determined the following:
To complete your request, Vanguard must receive a written name change request, which includes your signature and one of the following forms of supporting documentation:
* Certified court document authorizing the name change.
* A certified copy of a marriage certificate.
* Both the old and new signature and a "one-and-the-same" signature guarantee (on the letter of instruction). Please include a letter of instruction with the following information:
* Current name listed on the account.
* New name.
* Last four digits of your Social Security number.
* Current address of record.
* Plan number.
* Daytime telephone number.
* Signature and Date.
Please send your letter and supporting documentation to one of the following addresses:
(Regular mail)
Vanguard
P.O. Box 982902
El Paso, TX 79998-2902
(Overnight mail)
Vanguard
5951 Luckett Court, Suite A2
El Paso, TX 79932-1882
We sincerely apologize for any frustration that you may have experienced because of this matter. If you require any additional assistance, please feel free to contact Vanguard’s Participant Services Group at 800-523-1188. Vanguard representatives are available Monday to Friday from 8:30 a.m. to 9 p.m., Eastern time.

Sincerely,
Vanguard Compliance Department
Customer Answer
Date: 10/03/2022
[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: ********

I am rejecting this response because:

The (attached) message received from Vanguard in response to this complaint was an exact duplicate of the original instruction sheet which the complaint is based on. It seems as if the complaint was ignored.

Physical mail is not an acceptable secure transfer method for Personal Identifiable Information (PII), especially for as much as the letter deems necessary, as it is vulnerable to interception at every point from the moment it leaves my hands to the moment it reaches Vanguard and the person whose desk it needs to reach. Every business which has Data Loss Prevention measures in place already protects PII from the inside, and should already have a sufficient structure in place for the protection of inbound information. I expect that Vanguard is capable of offering a secure FTP channel in this instance, and that is what I expect to be offered.

Regards,

***************************
Business Response
Date: 10/24/2022
October 24, 2022

Dear *** *******:

I am responding on Vanguard’s behalf in response to your request for additional 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 sending a final response 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 through their Secure Message Center on our website.
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:09/16/2022
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.
My father has been hospitalized for nearly 3 weeks and is rapidly declining health. He wants me to take over all of his accounts, which I have, except for Vanguard because they are a NIGHTMARE to deal with. We can't access his account online because his online access is blocked. According to Vanguard, the two options to remove the online block are: (1) Fill out a request form which they will send us by regular mail (5-7 days?) since they don't have his email address on file. Then, once we send it back, it will take **** days, so ***** days total?(2) Fax a request with power of attorney to them. Then it will take 10+days for them to process the request.This is a problem because I need to submit his tax return for 2021 by the end of this month, and we are missing his **** from his Vanguard account. Every time we call, it's a ***** minute wait. When we do get someone on the line, they want my father to speak the security pin, and if he can't (because he can barely talk now), they send us back through the two options above. I've tried asking to speak with a manager but we never get anywhere.Account info:************************* Account #****-09937145039
Business Response
Date: 10/11/2022
Attached please find The Vanguards Group Incs response to BBB Complaint #********. Please let us know if you have any additional questions.

Thank you,

Retail Investor Group
Initial Complaint
Date:09/15/2022
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 9/9/22 i request a hardship withdrawal and submitted the paperwork on 9/13/22 with the require documentation that is on page 4 under the The documentation must include: 1-5. Everything was on the documentation and it didnt' say it was required to me on letterhead or notarized if private landlord. I sent what was sent to me via email from my leasing office.I requested a call back if this was denied and no call was communicated. Only when i called I was informed, when a hardship is requested there should be humans calling as it is normally a urgent matter.Plus everything must be faxed in or mail which cost money to fax in already 10 to fax or 15 to overnight. There should be more efficient ways to send in documentation in todays world that is more electronically. Your company is set back in centuries of doing things.I also asked how to file an executive complaint and was told to take a survey and that is not appropriate when there is a complaint.There only option is to file a BBB complaint.
Business Response
Date: 09/28/2022
September 27, 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 ************.
Sincerely,
Vanguard Compliance Department

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