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 Local Branches.

close

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.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Vanguard Group Of Investment Companies

  200 Vanguard Boulevard Mail Stop G 15 Malvern, PA 19355

• 

  Vanguard Group Of Investment Companies

  455 Devon Park Dr Wayne, PA 19087-1815

• 

  Vanguard Group Of Investment Companies

  2715 W 43rd St Minneapolis, MN 55410

• 

  Vanguard 403 (b) Services

  3201 34th St S # B-300 Saint Petersburg, FL 33711-3828

• 

  Vanguard Group Of Investment Companies

  PO Box 7800 Philadelphia, PA 19101-7800

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:01/28/2025

  Type:Product 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 a retirement acct with ****************** and have a loan through that retirement acct. The payments are taken from my paycheck; however, I like to make extra payments on it. I use Vanguard's website to take an certain amount from my bank. The date in question 1/24/25 I was attempting to make an extra payment, and the website did not prompt me to enter the amount. I hit the continue button to get to the *** prompt, and it took it as if I wanted to pay the entire loan off!! I called the office immediately and spoke with a *** and supervisor both in which advised the would not refund it. I didn't have that amount in my checking acct so it pulled it from my savings!! I can not afford for them to take that full amount of my savings. I'll bet if they put too much money in my acct, they could make a transaction to fix it!.If I could have afforded to have it taken from my savings, I wouldn't have needed the loan!I want someone to fix this and contact me asap.I

  Business Response

  Date: 02/21/2025

  We are writing on behalf of Vanguard Participant Services (Vanguard) in response to your letter dated January 28, 2025, regarding a complaint from ****** ****** (BBB Case No. 22866710).

   

  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: 03/03/2025

  I need the company to reach out to me again.  I have talked to customer service on the phone.  Vangaurd just sent another check as if we have paid off the loan.  I need someone to contact me from Vanguard.  

   

  Customer Answer

  Date: 03/04/2025

  Please help! This has not been closed.  They did not refund almost ****** to my bank acct!

   

  Business Response

  Date: 03/26/2025

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

  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: 04/05/2025

  The company resolved the issue.  Thlanks

• Initial Complaint

  Date:01/27/2025

  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.

  My account has been blocked for no reason. COntact by phone leads to a Artificial Stupidity Yes/No unending irrelevant set of questioins. I DEMAND access to my account IMMEDIATELY.

  Business Response

  Date: 02/21/2025

  We are writing on behalf of **************************************** (Vanguard) in response to your letter dated January 28, 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: 02/21/2025

  [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:01/21/2025

  Type:Product 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 12/31/2024, I transferred $14,000 to my Vanguard joint settlement fund with my wife. That money was available to trade on 1/3/25. On 1/10/25 I tried to buy $7,000 each for my wife and Is **** IRAs 2025 contribution with the money I had transferred in. Vanguard tried to execute the trade on 1/13/25, but they sent me a notification that there werent sufficient funds in my settlement fund. I was confused because it said the money was in there. The next day on 1/14/25, I went back into my online account and clicked the button to cancel my order. I redid the transaction a different way on the website requesting a transfer between accounts I stars of a buy. This worked the next business day of 1/15/25. I received an email on 1/21/25 that I had incurred a trading violation. Upon calling customer service and talking with 2 individuals for an hour, I found out that the cancellation of the first transaction never went through. They said they had to have an actual broker assisted sale to reverse the double purchase for me. This resulted I. 2 $25 transaction fees. They told me this was user error and they can do nothing about this. After complaining and questioning them for a long time, I finally figured out that a few things happened. Apparently there are more than one settlement funds which is completely confusing. They transferred the money from the settlement fund I intended on the second transaction. It is not clear on the website which settlement fund I was trying to use. Next I found out that there policy is to leave a pending trade open for 3 business days to give you time to fund the money, but you can only cancel a transaction 120 minutes after it is initiated. It is completely unfair to customers to have a cancel button you can click if they wont honor it the next day. I went a week assuming I had cancelled the first transaction. You also can only make $7000 max contributions per year in an ***, so they never should have allowed 2 transfers to be open at all.

  Business Response

  Date: 02/21/2025

  We are writing on behalf of Vanguard Marketing Corporation (Vanguard) in response to your letter dated January 22, 2025, regarding a complaint from ****** *****. For 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:01/21/2025

  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 work for ***** who decided to work with Vanguard for retirement plans. I immediately told my employer I was not interested but they still set the account up. So I called Vanguard to stop the contributions, told them I do not want a retirement account with them and asked for my money back. After calling they did nothing. Call again and am told I would have to quit my job at ***** for them to return my money. They continue to just transfer me to several representatives who will not help. I asked to speak to a supervisor and was denied, told I would have to wait for a call back at sometime. I do not think it is reasonable that I would have to quit my job to close this out. I never agreed to have any of my personal information in there system.

  Business Response

  Date: 02/21/2025

  We are writing on behalf of Vanguard Participant Services (Vanguard) in response to your letter dated January 22, 2025, regarding a complaint from ********* ********* (BBB Case No. 22840635).

   

  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:01/17/2025

  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.

  My Mom died on August 27, 2024. She had a will and a trust that directed that her assets be divided equally among myself and my four siblings. My Mom held a trust account with ****************** with eight funds. On September 17, 2024, I was assigned a Senior Transfer Specialist who told me that I would be his assigned point of contact. I then created a new trust account with ******************, as required, and have been trying for months to get the assets in the new trust account distributed to us children. I was advised by the Senior Transfer Specialist on October 30 that the best way to distribute the assets from the new trust to myself and my siblings was for each of us to create individual brokerage accounts and then the assets from the trust account would be distributed equally five ways on the same day to our individual accounts. Since then I have been trying unsuccessfully to have Vanguard distribute the assets in the new trust account to our individual brokerage accounts. Sometime in December, some funds in the trust account were transferred to our individual brokerage accounts. However, the distributions were not 20% to each child. On January 8, 2025, I spoke with a new Vanguard **** who reviewed the transactions, reversed them because they didn't match her calculations, and submitted instructions to the processing department for making new distributions. Since then, distributions have been made, but the number of shares in some of the funds are not the same among myself and my siblings. And, I don't believe that all transactions were made on the same day, which would ensure that we received the same 20% each. I left three voicemails this week with the Vanguard **** who I spoke to on January 8 and she has not responded.

• Initial Complaint

  Date:01/17/2025

  Type:Product 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.

  We placed an order to sell ******** shares of our Vanguard ************************************** (at $1.00) on Thursday 1/9/25 from our Vanguard Brokerage Account and requested that the proceed be transferred to our *************** checking account on file. We received an email confirmation of the request on the same day, followed by another a message on Saturday 1/11/2025 that the bank transfer was in progress. The mutual fund sale was executed on Monday 1/13/2025 and the sale proceed of $******** was "swept in" to our Vanguard ******************************************** On the same day, we received a message from Vanguard stating that "Please be advised, the transaction submitted on 1/13/2025 for $0.00 could not be honored". However, the record shows the amount of $******** was debited from the **************** and it has not been credited back to the account, even though the bank transfer had somehow failed. We tried to cancel the order online but received an error message.We reached out to Vanguard repeatedly between Tuesday 1/14/2025 and Friday 1/17/2025 because we needed the fund in our bank account on Friday 1/17/2025 for a certain purchase. Over a period of four days, we spent over 10 hours speaking to at least 10 Vanguard employees to attempt to understand and resolve the issue. These include holds of up to an hour, drop calls, and the need to repeat our issue multiple times to different people because we have no way to talk with the same person twice. Our official complaint at this time is that the proceed of $******** from our mutual fund sale has simply "disappeared" from our account and is nowhere to be found. Vanguard is still doing its "research" to locate the fund but has not provided us with any information and not offered any solutions. We want to company to respond to this complaint and make us whole as soon as possible.

  Customer Answer

  Date: 01/20/2025

  It looks like Vanguard Brokerage Services have finally credited the missing amount of $3,856.15 to my account so I would like to withdraw the complaint at this time.  Thanks. 

  Business Response

  Date: 02/21/2025

  We are writing on behalf of Vanguard ********************* (Vanguard) in response to your letter dated January 17, 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

  Enclosure Exhibit A

• Initial Complaint

  Date:01/10/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Vanguard recently disabled my account and has withheld it from me despite me calling and emailing them stating it was my only source of funds available. The first time I called they told me I would get a call within 72 hours to explain the reason for disabling my account. I have called twice since the 72 hours expired yet I was never given any explanation again and was told to continue waiting for a call. I explained I needed my funds to help me save my church property I was losing in ****** because I had suffered a debilitating identity theft that has cost me everything but my property in ******. It was urgent for me to have access to my funds to pay the money I owed by January 8th the latest. It is now two days past that date and I have still heard nothing nor had any access to my funds and I expect that I have lost the church I had bought with my family inheritance and all the contents valued in excess of a million dollars. I stressed the importance of paying on time and that my predatory lender would not care if I approached him after the 8th because my property was worth much more than what he had lent me. His intentions were to take all I had left to my name from the beginning and not having access to my funds being denied by Vanguard is costing me what is left of my life. If I lose my church property in addition to everything I have already lost to identity theft, I will have no desire to live.

  Customer Answer

  Date: 01/15/2025

  Got a voicemail from the research team today telling me that my account was somehow fraudulent when I opened both the Vanguard and SoFi accounts myself.  My SoFI account was the first to be linked to my Vanguard account and that is where I pulled the $240k in funds that were in my account when they locked it up just as the 7-day waiting period required before withdrawal expired.  Vanguard locked up my account with all the money I had to my name inside.  I needed to be able to access those funds to pay for my church property I was foreclosing on that contains everything I have left after undergoing an year-long endless identity theft war where I was attacked and outnumbered by Nigerian scammers and hackers.  These people have stolen a lot of money from me and just about cost me everything and Vanguard wants to take whatever was left.  It is a total disgrace how this was handled.  

  Business Response

  Date: 01/16/2025

  We are writing on behalf of Vanguard ********************* (Vanguard) in response to your letter dated January 11, 2024, regarding a complaint from ****** *********. For your reference, we have enclosed a copy of your correspondence as Exhibit A. 

   

  Please know that Vanguard will not respond to the fraudster. If you have additional questions, or if we can be of further assistance, feel free to respond to this email.

   

  Sincerely, 

   

  Vanguard Personal Investor 

  Customer Answer

  Date: 01/16/2025

  [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: 22795532
  
  I am rejecting this response because:
  There was no response, it is blank.  There is no reason for them to keep the funds that came from my accounts. 
  
  Regards,
  
  ****** *********
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:01/07/2025

  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.

  This investment group has restricted access to my funds on their website. I called and they said my account t was closed?! After getting to the third ****** (supposedly on a recorded line) they said they sold my retirement investment to ASCENSUS ( not to my knowlege). I would not deal with rather one of these companys , some big time fraud is going on here!! This is crazy.

  Business Response

  Date: 02/21/2025

  We are writing on behalf of Vanguard Participant Services (Vanguard) in response to your letter dated January 10, 2025, regarding a complaint from ****** ******* (BBB Case No. 22782267).

   

  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:01/07/2025

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  12.11.2024 and 12.27.2024 Vanguard has been contacted to transfer my funds from Vanguard to ******* ******. With this transfer, my Vanguard accounts were closed. ****************** then took $100 cash from one of my accounts. I was not legally aware (written) of any transfer charges from Vanguard. When I asked about this, the Vanguard representative laughed at me saying that, "yes, Vanguard will charge for closing accounts". When I asked where is this written? or how would I know about this? They said that they would transfer me to the lawyers. Wow! I want my $100 back. How convenient that they can just take my cash!!

  Customer Answer

  Date: 01/09/2025

  Per the previous complaint against Vanguard (Complaint # ********) where they took $100 of my *** **** to close the account on 12/30/2024. I had requested the *** funds be transferred to another brokerage account. I called ****************** to finish the transfer from the ****** fund they sold leaving $43.04 cash in this account. When talking to Vanguard on a phone call on Tuesday, January 7, 2024, they stated that the other brokerage company would have to final another transfer request. Let's see here. Vanguard transferred most of the money from that account on 12/16/2024. They then sold the **************** and took $100 for closing the account on **********. I was not made aware of the $100 that Vanguard would take to close any accounts. Where is this written?? NOW since it took them so long to close the mutual fund from the cash, there is $43.04 left in my *** account that was NOT transferred before 12.30.204. I was just told today, after sending ANOTHER request to close my account, that ****************** says that they will not transfer my cash balance because there is not enough money to pay the feed to close the account. I ALREADY PAID THE ******* Talk about stealing money- wow! I will be telling my friends/ family to get out of Vanguard ASAP.

  Business Response

  Date: 01/15/2025

  We are writing on behalf of Vanguard ********************* (Vanguard) in response to your letter dated January 8, 2025, regarding a complaint from *******************************. For your reference, we have enclosed a copy of your correspondence as Exhibit A.

   

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

  Sincerely,

   

  Vanguard Personal Investor

  Customer Answer

  Date: 01/21/2025

  [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: 22780458
  
  I am rejecting this response because:
  Vanguard will not refund my $100, which I was not made aware of. 
  HOWEVER> Vanguard HAS NOT transferred over the balance of selling my mutual fund to ******* ****** I requested in December 9, 2024 (attachment). Vanguard also stated that they would send everything over (attachment). Vanguard transferred most of the money from that account on 12/16/2024. Talking with Vanguard on the phone on 1/7/2025, they told me that I would need to make another request from ******* ******; which I did (attachment). ******* ****** then told me that Vanguard will not do this since they will charge me anther $100 to close the account, which I have no funds in. When calling Vanguard on 1/10/2025, they told me that they would have it swept over by the end of next week (01/17/2025). It is now 01.21.2025 and talking with ***** at Vanguard, she is stating that ******* ****** has to initiate the transfer (again!!). She would not listen to me. I already DID THIS!! Also, I am not able to get into my Vanguard account (attachment). SO WHER IS MY 43.04$ from my Account??? Can you PLEASE help me?
  
  Regards,
  
  ***** **********
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 01/27/2025

  Sorry for the frequent emails. Looking at this with common sense.

  1_Vanguard took $100 per their requirements for closing an account. 

  2_Oh- Wait- I STILL have 43.04$ in my account from a divided. What? 

  3_If I still have money in my account.. then How can it be closed?

  A message I received from ****** ***** on 01.16.2025 stated that I would get the balance in 5 business days. What? it is 01.27.2025 and the balance WAS NOT transferred. (attachment).

  I want either the $100 back since the account is NOT CLOSED, OR the $43.04 Balance. Tell me, is the account closed?

  Dr. Hallsaxton

• Initial Complaint

  Date:01/07/2025

  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 attempted to move a 401k to fidelity from vanguard in August 2024. It was hectic dealing with foreign **** who didnt understand English to process my fed ex overnight. In the hassle of them setting up the fed ex versus mail they ultimately stopped payment on the check without ever notifying me. It has taken months for me to realize that this money has not been deposited and I have lost interest. Vanguard foreign **** still cant see the issue. Now to reissue a new check they want me to pay $80 overnight for *****. I need to speak with a US rep. They state thats not possible. The foreign **** have done more than enough damage to my finances. There is liability for vanguard on stopping a check with no notification and lost interest.

  Business Response

  Date: 02/21/2025

  We are writing on behalf of Vanguard Participant Services (Vanguard) in response to your letter dated January 7, 2025, regarding a complaint from ***** **** (BBB Case No. 22778637).

   

  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: 02/23/2025

  I am still awaiting a check to be sent to me. This is fraud. They were to send it to me for a minimal amount and more money goes by with nothing! 
  
   Complaint: 22778637
  
  I am rejecting this response because:
  
  
  Regards,
  
  ***** ****
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 03/26/2025

  We are writing on behalf of Vanguard Participant Services (Vanguard) in response to your letter dated February 25, 2025, regarding a follow-up complaint from ***** ****

   

  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