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:03/04/2025

      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.
      I'm the trustee for a recently deceased friend's charitable trust. I have been attempting to pull the trust's money into a bank account with ***** since September. I'm doing this because I need to disburse the money to the beneficiaries. Vanguard was initially helpful, but has not been able to complete a single transaction without multiple phone calls and more and more forms. There is no reason for this other than greed - Vanguard wants to keep the money and they are monolitihic in their refusal to escalate my issue with them. I'm sorry to have to lodge a complaint against them, but they've earned this. Please help me get the money in the ****** ***** Trust Accounts moved into the ********************************************** savings account at *****. That's all I'm asking. And shame on Vanguard for pushing it to this point. 6 other investment firms have done this without a hitch.

      Business Response

      Date: 03/26/2025

      We are writing on behalf of Vanguard ********************* (Vanguard) in response to your letter dated March 4, 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:03/04/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      They took $3000 out of my brokerage account and it vanished. They said it went back to my bank and my bank confirmed this is not the case. This is after they double charged me $1500 twice last month, sent my bank info to a residence that wasn't mine, took $1500 from my brokerage account. Without permission and deleted my bank account. From my account 4 times last month

      Business Response

      Date: 03/26/2025

      We are writing on behalf of Vanguard ********************* (Vanguard) in response to your letter dated March 4, 2025, regarding a complaint from ****** Joseph *********  For your reference we have enclosed a copy of your correspondence as Exhibit A.

       

      Vanguard has responded to the client directly. If you have any additional questions, or if we can be of further assistance, feel free to respond to this email.

       

       

       

      Sincerely,

       

       

      Vanguard Personal Investor

      Customer Answer

      Date: 03/26/2025

      [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:02/26/2025

      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.
      I am trying to get access to a retirement account that I had over 10 years ago. They are refusing to let me access my account. I've provided my SSN, DOB, and Address, but they refuse to give me access to the account because I can't remember the exact day I was hired over a decade ago. This is completely idiotic. I am just trying to figure out if I have money that needs to be moved and close the account. Absolutely unacceptable work.

      Business Response

      Date: 03/26/2025

      We are writing on behalf of Vanguard Participant Services (Vanguard) in response to your letter dated February 27, 2025, regarding a complaint from ****** ***** (BBB Case No. 22993936).

       

      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:02/24/2025

      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.
      I keep getting fees for paper statements even though I've signed up for e delivery. Please stop and refund all fees. Please confirm all fees from account inception for paper statements have been waived.

      Business Response

      Date: 03/26/2025

      We are writing on behalf of Vanguard ********************* (Vanguard) in response to your letter dated March 4, 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:02/21/2025

      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.
      Hello,I need vanguards help to complete a simple calculation which shows the gains/losses for my **** *** so I can complete the recharacterization and I keep getting the runaround. First I was told there was no way for me to send messages as their message portal was not working or create the request via phone so I had to send a fax which I had to spend a considerable amount of time doing as I do not have easy access to a fax machine and once I was able to do that I was told it was quick request that should take a day. Then they keep pushing out the *** saying it was 3 days, then 5 days, then a week, then 10 days. Its giving me the feeling they are simply ignoring my request and pushing out the *** every time. Every time I follow up the wait time on the phone is 1 hour. Recently tried to follow-up via chat and the representative simply disconnected when I expressed my concerns and frustration when trying to get a simple document (attached in photo). I am requesting BBBs help as Im not able to get the document I requested from vanguard even after spending a considerable amount of time trying to get this document.

      Business Response

      Date: 04/22/2025

      We are writing on behalf of Vanguard Marketing Corporation ("Vanguard") in response to your letter dated February 21, 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:02/18/2025

      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.
      Please get me directions how to get these 1 proxys 2 annual reports 3 quarterly reports 4 bylaws 5 corporate governance guidelines and 6 executive pay in physical documents (hard copies) from the companies themselves and how to submit shareholder proposals for ** and carvana. 2 companies. Explicit written directions. Or the documents themselves in print form. Screenshots work for directions etc. both are held in my brokerage account. ********** I also have shareholder proposals **. If the company damages a shareholders property, they owe the shareholder at least $50. Also they must respond to shareholder emails within 7 calendar days. *******. If a shareholder requests the company delete their checking account number in the *********************** system (they keep customers banking numbers so a shareholder might also be a past customer), ******* must delete that data. Also they must respond to shareholder emails within 7 calendar days. Also another issue. my contribution basis for **** *** has to be adjusted. I rolled them to vanguard around 2013. You do not have this information from before. This would have been way easier wirh email. But you deleted our message sending capability. This was not effective over the phone. In any form 1999 cost basis was $850 2012 Cost basis was $750. These were with a previous company. When rolled to you you didnt have the contribution basis.

      Customer Answer

      Date: 03/18/2025

      Still ongoing.  Contacted but not complete.  

      I still need a SASE to send a package back to them.  I also will do my own tracking of contributions for *** but I still need *********. They wont accept my 1999 and 2012 contributions 

      Business Response

      Date: 03/26/2025

      We are writing on behalf of Vanguard ********************* (Vanguard) in response to your letter dated February 19, 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: 03/30/2025

      [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: 22955385

      I am rejecting this response because:

      This is now a data breach.   

      You chose to delete email servers.  I went over the data I wanted on the phone for 2 stocks and 3 times I reiterated those names.  Instead they put a pile of my own data in the mail.  


      They have put my data at risk unnecessarily.  


      There needs to be responsibility.  If you want to cut corners, I cant stop you but you will be held accountable.  


      Please provide either:
       1) credit monitoring service for me for 1 year for free or 


      2 a SASE envelope to send this back to you.  
      Regards,

      ******* ****








    • Initial Complaint

      Date:02/04/2025

      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.
      I spoke to Vanguard on 1/2/2025. I spoke to someone named ******* who helped my file my rollover to another company called ********. ******* said I would receive a check in the mail and I never received it so I called the company back on 2/4/24 and they said the request was never processed. I received no apology and no explanation. The call was on a recorded line. They're asking me to provide the information all over again which I don't have the time to call back Fidelity and get that information. I don't understand how an established financial institution with a recorded line not be able to follow through on a transaction like they said they would. I'm extremely frustrated and now I don't trust that they'll release my Retirement funds. Case #*******.

      Business Response

      Date: 02/21/2025

      We are writing on behalf of Vanguard Participant Services (Vanguard) in response to your letter dated February 5, 2025, regarding a complaint from *** **** (BBB Case No. 22899928).

       

      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:01/31/2025

      Type:Service or Repair Issues
      Status:
      Unresolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Trying to pay off 1 of my loans against my 401K -_ I'm not able to make the payment in full as my tax returns aren't coming back all at once -- I made a 1st pymt that advised it would take up to 4 business days for processing, no where in the disclosures online do it advise you can't make another payment during these 4 business days for this one to be processed.I called Vanguard this morning, I've been on the phone for over 40 mins now with a representative by the name of ****** that doesn't seem to know how to do his job. I've asked for a supervisor multiple times and have been waiting for a supervisor now for over 30 mins.All I'm trying to figure out is how to pay off this current loan so I can take out a new one and not have to wait months it seems like with the company to be able to get this completed. I'm currently getting the run around from the representative and no supervisors or managers seem to be available or want to do their jobs to be able to get this resolved.If I could move my money from this company without a penalty from the *** I would, but I don't have a choice of where my employer puts my 401K funds.I've never had an issue with this company in the past until now and now they don't seem to want to help get this figured out

      Business Response

      Date: 02/21/2025

      We are writing on behalf of Vanguard Participant Services (Vanguard) in response to your letter dated January 31, 2025, regarding a complaint from *** ****** (BBB Case No. 22882001).

       

      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

       

      ******* *******
      Online Services Associate
      Participant Services | Institutional Investor Group

      Customer Answer

      Date: 02/22/2025

      [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: 22882001

      I am rejecting this response because:
      I haven't received anything in writing from Vanguard.

      Regards,

      *** ******








    • Initial Complaint

      Date:01/30/2025

      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.
      Have tried several times to get Vanguard to turn over my late husbands accounts they always say they will email information and they never do when I try to contact customer service there is no way to do it and it is a constant circle. My finical advisor has been on the phone the me and we have been through this twice with no success. I want them to email me the forms to close his accounts and I want to remove our money from them

      Business Response

      Date: 02/21/2025

      We are writing on behalf of Vanguard Marketing Corporation (Vanguard) in response to your letter dated January 31, 2025, regarding a complaint from ********* ******. For your reference we have enclosed a copy of your correspondence as Exhibit A.

      Vanguard has responded to the client 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:01/30/2025

      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.
      I went to log into my vanguard account and couldnt because you people have disabled access for whatever reason. I called customer service to get the checks I tried to deposit cancelled because they arent able to be deposited and the women I spoke to gave me nothing more then an attitude and kept cutting me off when asking her to stop the deposits and told me that someone would contact me within 72 business hours. This is totally unacceptable considering I have no access to the account and cant get someone to cancel two deposits that need to be cancelled ASAP! When I asked to speak with her supervisor-again an attitude and then put me on hold for way longer then needed to be. When this lady **** came back on the line she tells me that her supervisor ***** is too busy to speak with me and that she will reach out tomorrow morning. Again this is totally unprofessional and UNACCEPTABLE! So now Im on a recorded line telling your people to cancel the deposits that were accidentally made yet your people refused to do so, and I also have correspondence verifying that Ive asked you people to cancel them and yet you refused to do so. I want the account closed completely. Vanguard is the most unprofessional company Ive dealt with in awhile. You should be totally ashamed of yourselves.

      Business Response

      Date: 02/21/2025

      We are writing on behalf of Vanguard Marketing Corporation (Vanguard) in response to your letter dated January 31, 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

       

    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.