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Business Profile

Investment Security

Vanguard Group Of Investment Companies

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Investment Security.

Important information

  • Customer Complaint:
    Please be advised that due to the high volume of complaints received for this business, BBB publishes 1 out of every 10 complaints handled through our conciliation process.

Complaints

This profile includes complaints for Vanguard Group Of Investment Companies's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 654 total complaints in the last 3 years.
    • 176 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/26/2024

      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.
      Cannot get anyone to assist me with my account questions that is knowledgeable

      Business Response

      Date: 12/10/2024

      We are writing on behalf of Vanguard ********************* (Vanguard) in response to your letter dated November 27, 2024, regarding a complaint from ***** ******. For your reference, we have enclosed a copy of your correspondence as Exhibit A.

      Vanguard has responded to Mr. ****** 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:11/25/2024

      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.
      So I recently initiated a withdrawal request with vanguard from my retirement plan. I was greeted by a customer service agent who could not speak good English, but I reluctantly went ahead with the process. I told the agent that I wanted to withdraw 1500$ and the agent started the process. It took a very long time for the agent, because he acted like he didnt know what he was doing. Well a few days later it shows me that I withdrew 15000$ not 1500$ form the account and that I supposedly agreed to it. Upon contacting A supervisor they told me I was on recording confirming this and that I could not listen to the call recording with MY voice on it. This miscommunication will cause me to pay more in taxes and vanguard doesnt care! This is due to the hiring of many employees that dont know how to speak good English and therefore miscommunication is inevitable. They dont care about their customers and have screwed me!

      Business Response

      Date: 12/10/2024

       

      We are writing on behalf of Vanguard Participant Services (Vanguard) in response to your letter dated November 27, 2024, regarding a complaint from *************************************** Case No. 22604750).

       

      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:11/23/2024

      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 did an ***** transfer from a brokerage to Vanguard and Vanguard did not properly bring over the tax lots. Unfortunately my message to Vanguard on this remains unanswered so here we are. There is no need for phone calls or lengthy letters, please simply properly complete the ***** transfer.

      Business Response

      Date: 12/10/2024

      We are writing on behalf of Vanguard ********************* (Vanguard) in response to your letter dated December 5, 2024, regarding a complaint from ******* ******. For your reference, we have enclosed a copy of your correspondence as Exhibit A.

       

      Vanguard has responded to Mr. ****** 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:11/21/2024

      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 desire to rollover my 401K account from Empower to Vanguard (which is employer sponsored). I have completed all the necessary paperwork but have been waiting on my letter for almost two months. Each time I call Vanguard, I am rerouted numerous times, disconnected, and on the phone for an hour with no resolve. I don't have time to keep calling them with reminders. I have been told on numerous occasions that my letter of acceptance will be emailed in ***** hours but still nothing. I was told by a recent *** ******* that the previous *** didn't process the letter properly so ***** redid it with the promise of it being emailed in ****** hours... that was over a week ago. I called again yesterday and spent my entire lunch break on the phone with Vanguard being rerouted with zero resolve. I've asked to speak to a manager or supervisor numerous times and am always told that there isn't one available. How are customers supposed to ***************************************** with their money and investments if they can't even transfer a call properly or email a letter on time? Since my new employer-sponsored Vanguard account offers matching, Vanguard has caused me to lose out on money that would have been matched for two months. I am beyond fed up with Vanguard and am tired of calling them as they are impossible to communicate with. I am second-guessing my decision to move my investments to Vanguard. I will be speaking to my employer about my experience as well. I simply want my letter of acceptance emailed! Another contact number for Vanguard is: ************

      Customer Answer

      Date: 11/21/2024

      This issue has been resolved. They sent the letter. It cane via email in an encrypted/secure message from an entirely different company name. In the days of phishing and spam, Im not sure why they expect someone to click on a random businesses email link when youre dealing with finances and peoples money, especially when social security numbers are involved. Their **** needs to let people know that its coming via secure link from a company whose name is not Vanguard!  

    • Initial Complaint

      Date:11/21/2024

      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.
      This is an so called investment company that got involved with ***** but this is what happened I was signed up without my permission not document that showed who was taking my earnings into a 401K when I questioned the situation I then tried to reach out to close the account every time I tried to do so I got an excuse after almost a month I convinced them to send a link to opt out my job didn't make it easy & anything pertaining to money there's parties working against me to gain access to any money that belongs to me there's multiple people involved as well as corporations that made this happen relatives a mass of people been stealing money I will be doing an additional complaint because it's linked together the involvement will be placed in the next complaint with those that got paid to hack phones change passwords to emails so tamper with mail to leave me with no access to anything I created online or left on behalf this is link to multiple crimes that leads to ********* know all involved imposters tax fraud insurance scams you name it businesses many got together to ruin my life by stealing taxes insurance policies 401K anything of value inheritance dad 3rd **** paid & called multiple people while her grand daughter pretending to be me stealing homes things that was left to me at a much younger age the theft is getting worst a cousin these are my imposters people using my name using my social security number using my credit people following me & the courts was helping meanwhile they still recruiting got people sitting on jobs never really having safety because the people are getting massive & the situation getting worst officials involved & most of those that been reported to has taken bribes jobs ex people & non of these people I speak to there reporting crimes even to child services when my kids are over grown and they both got involved both sides of my relatives & many others for cash SAS Retail please look to **** *** and ***** ***** ****** ****** on Facebk

      Business Response

      Date: 12/10/2024

      We are writing on behalf of Vanguard Participant Services (Vanguard) in response to your letter dated November 21, 2024, regarding a complaint from ***** ***** (BBB Case No. 22546603).

       

      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:11/17/2024

      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.
      In May of 2023 I was contacted by Vanguard and told that the *** had contacted them that there was a discrepancy between the name on my social security card and the name they had on file for me, and I needed to fill out a w9 to fix it. I mailed the w9 back to Vanguard on May 11th 2023. I called to confirm that they received it, but no one I spoke to was aware of the situation or able to confirm that they received it or did not receive it. Now on November 2024 I was told that they had made 3 attempts to contact me and I had never responded. Now the *** would withhold my taxes within 30 days if I didn't correct the discrepancy, and they would take fifty dollars from my account. Because I know the exact date I mailed back the w9 and I responded immediately to their initial letter, I'm very upset that they didn't follow up, and they didn't get back to me regarding the numerous calls I made to correct it.

      Business Response

      Date: 12/10/2024

      We are writing on behalf of The Vanguard Group **** (Vanguard) in response to your letter dated 11/18/24, 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:11/14/2024

      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 getting the run around from this company for about a month. They have been sending me emails about a retirement plan that I don't have and they wont delete my personal information. Not sure how they got it. Every time I attempt to talk o someone they ask me about a hire date. I have been at my current job for years and my ************************** let me know Vanguard IS NOT who we use for our retirement funding. They ask you when you were hired and when you don't have an answer they say the account is locked. It seems as though this is fraudulent behavior as they wont give me any information into my so called account that I have with them. I want my information deleted immediately and for them to stop sending emails every other day about this made up retirement account that I never applied for.

      Business Response

      Date: 12/10/2024

      We are writing on behalf of Vanguard Participant Services (Vanguard) in response to your letter dated November 18, 2024, regarding a complaint from ****** ******** (BBB Case No. 22555168).

       

      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:11/12/2024

      Type:Billing 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.
      Back in june 2024 my new broker ( **** ********* phone ************) from ********** helped me request my 401k be transferred from Vanguard to wellsfargo. as Vanguard had my 401k for over 20 years and I never made a dime from them because of all the fees they charge along with charges for mailings which I receive at least 2 a month. at that point vanguard was instituting a new fee schedule after june 2024., thats why I wanted my $ out. Vanguard split my account into two accounts and only sent my citi stock. They kept my cash account and automatically converted it from a legendary investment platform to a enhanced vanguard brokerage account W/O my authorization. as a result, I was charged several fees including an additional ******************************************************************************** june with my original request. Additionally my account was always locked so I couldnt make any changes on line and always had to have a representative make any changes, which they charged me for. This company is practicing deceptive practices and charging excessive fees, effectively stealing $

      Business Response

      Date: 12/10/2024

      We are writing on behalf of The Vanguard Group **** (Vanguard) in response to your letter dated 11/18/24, 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:11/12/2024

      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 father passed away May 18, 2021. His retirement account with ****************** was moved into our family trust before his passing. After he passed away, this account was closed and funds distributed to the Trust. I keep getting statements for $3.79 and account correspondence relating to that. I called Vanguard to find out why and to stop getting any statements or correspondence. They can not access this account due to having an incorrect "birth" date for this account. I gave them all the possible dates it could be and nothing worked. They must have an incorrect date in their system and can not get this resolved without this date. I gave them all SS and EIN numbers that match. They offered no other solution and can not be escalated without this date. Very frustrating. The $3.79 will be distributed 10 years after his death and funds sent to the address on record and then the account will be closed. Ridiculous.

      Business Response

      Date: 12/10/2024

      We are writing on behalf of Vanguard Participant Services (Vanguard) in response to your letter dated November 18, 2024, regarding a complaint from ******* ***** (BBB Case No. 22546177).

       

      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:11/12/2024

      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 am a US citizen, living in ***********, who holds an *** with Vanguard. I am obliged to make a required minimum distribution every year. This means I should file a W-8 IRS form with Vanguard.I have spent ***** minutes on international phone lines trying to sort this with Vanguard. I mostly am on hold, or being transferred from one person to the next - and my identity is never passed to the next! I have also sent messages to V through its website and even posted a hard-copy letter.Vanguard, sort this out! I have been a customer of yours for nearly 20 years! This is a simple task!1. Sort out my W-8. Get me the form that works for you! Phone me if needed!2. Then, when my W-8 is filed, get on with assisting me in my RMD!In short: Vanguard, do your job!

      Business Response

      Date: 12/10/2024

      We are writing on behalf of Vanguard ********************* (Vanguard) in response to your letter dated November 18, 2024,, 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.

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