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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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/09/2024

      Type:Customer Service Issues
      Status:
      Unanswered
      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 one who got fiduciary duties looked at because of Vanguard and *************************. I'm the main investor on the 2040 Vanguard ************ They been denying me for 3 years now. And I need help. In person. No phone calls. I invested over $300000 and so did other employees through the company. 2007 I allocated my assets and ****** cut me out the equation and claimed it. I am Vanguard and I ain't happy

    • Initial Complaint

      Date:11/08/2024

      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.
      On-going fraudulent activity in the Vanguard Group which involves my identity and has not been resolved.

      Business Response

      Date: 12/10/2024

      We are writing on behalf of The Vanguard Group **** (Vanguard) in response to your letter dated 11/21/24, 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:11/04/2024

      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.
      Called ************. 11/04 @12;25PM. after the voice prompt I *clearly* informed the person I spoke to that I wanted to take a deduction/withdrawal from the Rollover *** account and *not* the Con ****** ****** Plan.Vanguard employee: "So you want to start an account?"Me: "No". I again asked if I could take money out of the second account because the Con ****** ****** account only had $8,200.00 dollars in it and I didn't want to wipe out that *******: "So you want to take an allocation from the Con ****** ****** plan?"Me: "NO". I'm want to remove money from the ************ fund. Is there a second account on file?"VE: Requests that I hold on: "In the Consolidated ****** ****** Plan as of 11/04 you have a balance of $8,268.47."Me: "No. This is too important a transaction and I'll contact the BBB."

    • Initial Complaint

      Date:11/03/2024

      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.
      For the last four weeks, I have been trying to correct an error made by Vanguard regarding transferring 20 shares of ***** from our brokerage account to my daughter's account at Fidelity. Oct 3 Initiated transaction (3:27 pm) with Vanguards Change of Ownership group to transfer 20 shares of ***** from our brokerage account to my daughters brokerage account at Fidelity. The appropriate account number and DTC number were supplied as they were in January 2024 when a similar transaction was completed. The paperwork was completed at 3:48 pm.Oct 8 Shares were removed from my brokerage account at ****************** at a share price of $198.28 but the 20 shares for my daughter were not deposited into her Fidelity account.Oct 15 Called Change of Ownership group at 8:26 am to determine where the missing shares were located. The representative spent time researching the transaction and determined that the shares were transferred in error to ****** not Fidelity. The representative was informed that the missing 20 shares needed to be deposited into my daughters Fidelity account at the October 8th share price. A request was made to have the Manager of the Change of Ownership group call with an update and was informed that it would happen in ***** hours. This return call has NEVER occurred.Oct 16 ***** ****** (Relationship Manager) called at 10:46 am to gather information regarding the incomplete share transfer and stated that the issue was being researched and will be corrected.Oct 24 ***** ****** called at 9:01 am and reviewed the progress (shares still not deposited) also describing the teams at Vanguard and their counterparts at Fidelity and ****** and how this situation will be resolved as well as updating the timeline for resolution being another 7-10 days.Nov 1 ***** ****** called at 2:25 pm and ***** ****** (Senior Manager) called at 2:47 pm and both reported that the shares still have not been transferred.Nov 3 Complaint to be filed.

      Customer Answer

      Date: 12/04/2024

      Vanguard has filed a response indicating that they still working on the issues but that is,the SAME story I have heard for 2 months.  The shares have left my account and due to an admitted error by Vanguard they have disappeared into thin air and 2 months is more than enough patience.  Please do not close this complaint as NO progress has **** made.

      Regards,

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

      Business Response

      Date: 12/10/2024

      We are writing on behalf of **************************************** (Vanguard) in response to your letter dated November 4, 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 

      Customer Answer

      Date: 12/18/2024

      [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: 22507131

      I am rejecting this response because: there was a general lack of urgency on Vanguard's part to correct THEIR error indicating a failure in their check and balance procedures.  After NINE weeks the transaction was finally completed as a result of constant followup which should not have been required.


      Regards,

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








    • Initial Complaint

      Date:10/30/2024

      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.
      Took money out of my 401k on the 20th of last month. I am still being given the run around and being lied to. This is unacceptable. Bad customer service.

      Business Response

      Date: 12/10/2024

      We are writing on behalf of Vanguard Participant Services (Vanguard) in response to your letter dated November 5, 2024, regarding a complaint from ******* ******* (BBB Case No. 22494529).

       

      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:10/29/2024

      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.
      Denied for Hardship withdrawl and have all the supporting documents through vanguard my 401 k plan that is provided through the company i work for i would like to speak to a president or vice president of this company this has happened in the past as well i have home repairs im fighting to financially get approved to repair

      Business Response

      Date: 12/10/2024

      We are writing on behalf of Vanguard Participant Services (Vanguard) in response to your letter dated November 5, 2024, regarding a complaint from **** ***** (BBB Case No. 22490205).

       

      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: 12/17/2024

      [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: 22490205

      I am rejecting this response because:
      i had all of the documents needed to apply for the hardship and they rejected me for the hardship claiming all documents have to have an invoice this was never explained in the beginning 1 document contained it and i was still denied when it is a funding set in place for repairs

      Regards,

      **** *****








    • Initial Complaint

      Date:10/25/2024

      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.
      I have ******* dollars with Vanguard have had it in a retirement plan, for 20 years, I go to pull some money out I'm off retirement age and I can't answer Vanguard security questions so they can't help me. I told them I have not worked for the company for years. They refuse to help me, I contacted there head office still no response. I've offered to drive to one of there facilities with ID to prove who I am etc and nothing. There keeping my ******* and not helping me.

      Business Response

      Date: 12/10/2024

      We are writing on behalf of Vanguard Participant Services (Vanguard) in response to your letter dated October 25, 2024, regarding a complaint from ***** ********/******* (BBB Case No. 22471869).

       

      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:10/24/2024

      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 inherited a Vanguard 401k account from a relative. My paperwork was cleared by Vanguard and the transaction from her 401k to my Inherited *** began on October 1, 2024. It is October 24, 2024 now and Vanguard still has not completed the transfer and cannot locate the funds. They do not have any idea when this will be resolved or what happened to the funds. I am missing out on market gains while the nearly $200k is lost as a check (vs invested). This may have serious tax implications for me if not completed by end of year.

      Business Response

      Date: 12/10/2024

      We are writing on behalf of Vanguard Participant Services (Vanguard) in response to your letter dated October 25, 2024, regarding a complaint from ****** **** (BBB Case No. 22468605).

       

      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:10/24/2024

      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 requested a withdrawal due to a 3 day notice I received from my apartment. I sent my paperwork in and was told I need to have it on my apartment letterhead. My leasing office told me that the letter is a legal document. If Vanguard has questions the leasing manager put their contact info on the letter. I did not find any *** regulations that it had to be on a letterhead. The document was signed by the leasing office. My apartment updated my letter with the letter head for Vanguard and I was still not able to get my withdrawal. They send a letter saying more information is needed but do not specify what is needed. A already hard time, including expenses from Hurricane ******, is now worse because Vanguard is refusing to provide the funds I need to avoid an eviction. I have called and asked to speak to a Supervisor or the reviewer of my request and was told I could not. I need to have this resolved and I want my withdrawal honored.

      Business Response

      Date: 12/10/2024

      We are writing on behalf of Vanguard Participant Services (Vanguard) in response to your letter dated October 24, 2024, regarding a complaint from ******* ******* (BBB Case No. 22467472).

       

      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:10/22/2024

      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.
      Vanguard has placed a restriction on my account because 6 months ago I tried to transfer money out. I was told I need to fax in a document stating I want my accounts unfrozen. I faxed exactly what the representative on the phone told me to put in the letter.I received another notice telling me they received the fax, and to send the same information again. I just want my account unfrozen so I can sell and withdraw my stocks.

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

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