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Vanguard customer reviews, complaints, financial services satisfaction rating from clients, customer service wait times, pros and cons. Is Vanguard safe and good brokerage firm for investing account?

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Vanguard Customer Reviews

by Queen Maria Palermo, Cecilia Margaret Goin, 8/9/2022

Pros: Queen Maria Palermo, Princess

Cons:

I really like Queen Maria Palermo, Cecilia Margaret Goin as a broker because not only did she invent and assemble every lawful investment product but she constructed the electrical grid through which every purchase is made and sold. She set up every stock exchange on the planet, she invented money, and would like to see one currency used by every country. This one currency would not have a picture on it of a person. It would exchange one for one with every country.

by Jim C, 8/8/2022

Pros:

Cons:

I've now been on hold for Vanguard for 1 hour and 33 minutes - and no end yet in sight - against an original wait time of 25 to 35 minutes. Previously, I had enough invested in Vanguard that I had access to an advisor but that service has been eliminated for me. Too bad that Vanguard has apparently decided to cut costs by ruining the customer experience. I've been a Vanguard customer since the 1980's but now it's time to look seriously at Fidelity or other firms that care about their customers.

by KIA, 7/25/2022

Pros:

Cons:

Called customer service bc 2nd quarter statement late.
A letter they sent me, date and content unknown, was returned by USPS. That set off procedure to stop mailings. They have no info why letter returned.
Said email sent 7/20. That was never received either. She cannot provide any additional info on letter returned or email sent.
I have no idea what the issues that generated letter are so they can be addressed and there was more obfiscation than assistance provided by customer service.
Rep in discussing accounts was not including all accounts and providing minimal info without my additional questions.
Requested to speak to supervisor. Rep came back and said, call back in 8 to 10 days if no statement received. I said you are indirectly telling me I am not speaking to supervisor.
If they cannot communicate it does not increase my confidence in their ability to manage accounts.

by Queen Maria Palermo, Cecilia Margaret Goin, 7/20/2022

Pros: Queen Maria Palermo, CMG

Cons:

There have been thousands of persons entering this company who are unwelcome and whom we want permanently removed. They have abused children and filmed themselves in this activity and tried to sell it to the larger public for money. These persons total 15,000 and they are half men and half women. One is Ronald Morvais who goes by Francis Roncagli and goes by Billy Hope. We in the larger community want them removed and executed. We do not want them to be in any community. Thank you.

by Peter, 7/19/2022

Pros: Can't think of any.

Cons: Horrible Customer Service

Been trying to move money out of my company 401k to a Fidelity IRA rollover since March. It's been a nightmare. I won't bore you with the details. You know when customer service gets farmed out to the Philippines that the company is in trouble. It is impossible to speak to someone who knows what is happening with my request.

by Jill Yarger, 7/18/2022

Pros: none, it is not the same company it was 10 years ago

Cons: terrible customer service, incompetent, endless transfers and waits

I have tried to roll over my employer's 401K in Vanguard to a new IRA in Vanguard. 11 days waiting, 3 phone calls, 11 transfers via phone, 30+ minutes on hold, cryptic emails, difficult accents, and still no success. Latest phone call and told that I have to call the Vanguard brokerage side to get a new account number to give to the Vanguard employee side to make the transfer. Tried to cancel the transfer request and they told me there is no way to cancel a request, you have to replace it with another request. I use to make one call to Flagship service and get things done. Now they are incompetent. After 30 years I will be moving all my accounts out. This all started when my old employer mailed an announcement that they are changing Vanguard to another company--and now I know why.

by Jeff Fitzgerald, 7/6/2022

Pros: App

Cons: Customer service

Waited over an hour on phone to fix problem Vanguard caused on my account. Was transferred to 4 agents and first one was very nasty with attitude when I asked why they made the error on my account and couldn’t fix promptly - “I don’t make the rules I just follow them.” Then the last agent sounded like he was in a wind tunnel and I could barely make out what he was telling me. When I asked him to repeat what he was saying due to the poor connection, he responded: “I think you heard what I said. Stop playing games.” If my employer didn’t have Vanguard for its plan, I would get rid of it ASAP. I have fidelity for all my other financial needs and they are 100% professional and don’t mistreat their customers.

by Denise, 6/28/2022

Pros: good brokerage

Cons: customer service

I use emails instead of phoning. Works good. If you have to phone, do it in the morning when Vanguard opens. Because of all these complaints I read a while ago, I transferred my IRAs out of Vanguard. I just use the stock brokerage, no problems so far.

by Martha, 6/24/2022

Pros: None

Cons: Myriad

Johnny, you are very likely correct. Count me as one of those rats that has fled the sinking ship. I just completed the final move of the last of numerous investment/brokerage accounts both myself and my mother had with Vanguard. My father (and mother) and myself have invested with Vanguard for YEARS. When my father passed in 2019 and I was being sure everything was properly in my mother's name (as his sole primary beneficiary) and being sure they had the proper forms in place for me to act as my elderly mother's agent, their short-comings were on full display - and NEVER stopped. I had POA already but my mother completed Vanguard's Full Agent form authorizing me to act as her agent. That was in 2019. Every time I acted on my mother's behalf they disputed my authority, then would finally acknowledge my authority, and state that their records "were in error" on THEIR side (which they never seemed to update) - each and every time. As my mother aged from 92 years to 96 years today. I was afraid that, at some point, they might prevent me from accessing my mother's money, which has only EVER been spent in paying for her care, wants, needs. I decided I HAD to get her money out, so I pulled mine as well. I already have investments at Fidelity and Schwab. Let's just say, Fidelity just had their bottom line increased when I moved everything there. Vanguard's customer service - and flat-out COMPETENCE - is unbelievably horrible.

by Leaving, 6/24/2022

Pros: easy to invest on my own

Cons: customer service, unable to answer my questions

I have been with Vanguard a long time, Flagship. I put up with the multiple 1099s at tax time, sometimes receiving them after taxes were due. But now I am leaving and moving my money. The customer service is horrible. They remind me of Comcast. I used to have a dedicated representative but now I'm just thrown in with everybody else. They don't care about me. It took them 4 days to reply to an email. Sorry to say I am done with Vanguard.

by Johnny, 6/23/2022

Pros:

Cons: preposterous customer service

Since March I have been attempting to make progress with this company I have had a relationship with for FIFTY (50) years. I cannot believe how terribly bad client service has become. When a client calls Vanguard, like most companies these days, their representatives taking copious notes concerning the nature of the conversation ; ALL calls are also recorded to boot. On subsequent calls to inquire about previous calls and prospective progress , amazingly, they cannot find any notes, they cannot find their own "fix it tickets" they advised would be submitted. These are just a sample of the antics recently encountered. Threaten them with leavings, as I have done and am contemplating and well, it really doesn't seem to matter. If it wasn't highly guarded propriety information, I wouldn't be a bit surprised to learn clients are abandoning ship like rats on a ship afire.

by Michael Rau, 6/14/2022

Pros:

Cons:

I needed to withdraw my 401k due to a housing problem. I contacted them and they had $8,500 coming my way, they told me should be here any day. Instead I received a letter saying they could not process my request due to a problem with my rollover information. Called them, they had entered the withdrawal incorrectly and told me (one week after my original request) that the market dropped and now I had only 7400 dollars. I lost a grand because of their error. Nothing could be done (they said).ABSOLUTELY should have been their thousand dollars lost and not mine simply because someone hit the wrong button on the keyboard
Extremely disappointed

by Queen Maria Palermo, CMG, 6/8/2022

Pros: Queen Maria Palermo, CMG

Cons:

l report Queen Maria Palermo, CMG is an excellent investor and wishes to work with Francis Blaise Roncagli to make this a better company. She would like to have more support in making this company worthwhile and profitable; more attractive to the population, stronger and more accesible. She would like more support in making it retain its value and attractive to the worldwide population.

by Marrdrmrico, 6/6/2022

Pros:

Cons:

Have been a customer for over 35 years. Customer service has declined dramatically since they stopped the Flagship desk. In fact, it's not acceptable
but I'm too old too move all of my accounts now. well- maybe not!

Submitted the forms to set up an automatic RMD for a 401-k in April. Got confirmation on April 16th that they had received the forms via Certified mail on April 16 and they would contact us if their were any questions. Nothing!

As of June 3rd, yes 6 weeks later, I discovered that after 5 phone calls they had rejected the request because there was no money in the account. Well, they had looked at the wrong account, but no one called or messaged that something didn't look correct.

So over two hours on the phone just on June 3 and June 6 and they think they have figured out the root cause.

I am glad they may have found the root cause for their mistake, but why keep me on the phone for 2 hours while they work on their problem.

I sent a secure message on 6/1 regarding this matter and never heard back. I had two different reps tell me on Friday they were going to take care of it and get back to me by secure message. Nothing!

Supposedly another rep. found the problem (their problem) and we'll see if it is fixed in a day or two. 6 weeks- now that's customer service

by AnnaR, 5/27/2022

Pros: None

Cons: Many

Long time Vanguard account holder (also have two accounts with Fidelity).
Recently, they "forced" conversion of Mutual funds to "brokerage account."
(I already had an non-active brokerage account, but they told me I had to start over with a NEW brokerage account). I have ONE trust account as an individual and one ROTH account. It took multiple effort to try to complete the paperwork online. Had to call for help. One hour later, advisor returned call.
He walked me through most of it. Patient guy, BUT not easy to do this. One success. Unfortunately second conversion failed and phone call dropped out, probably my fault. I was able to finish it myself. BUT at the end (for the Trust), I had to print out 18 pages (required, yes. yuck!) and mail it to them. (double yuck). Regret doing this. I will make the switch to Fidelity. No benefit to stay with Vanguard.

by Princess Maria Palermo, Queen, 5/22/2022

Pros: Richard Salieri is the best man at Vanguard lnvesting with Queen Maria Palermo, Cecilia Margaret Goin

Cons:

l report like Richard Salieri being the top man at Vanguard lnvesting because there is no one who understands it like he. He is the most capable man to manage Vanguard for Queen Maria Palermo, Cecilia Margaret Goin. He knows the value of money and how to make it return on initial investment. He knows the value of investing and making investments that return with safety. He is the man who knows how to manage a company and keep it strong.

by DiPinto, 5/21/2022

Pros:

Cons:

Terrible customer service, long wait on the phone to talk to people from heavens know what country who are not knowledgeable and therefore unable to help you.

by Queen Maria Palermo, Cecilia Margaret Goin, Princess, 5/20/2022

Pros: Richard Salieri is a very good broker and l would like to see him have more persons he likes to work with.

Cons:

l like the broker Richard Salieri and would like to see him manage this company more comfortably. l would like to see persons Beezer Reed and Francis Roncagli and Carl Kozlosky work for him. He has superb know-how of how a company is to be run and these friends of his work well with him. He knows the securities business well and has a complete understanding of it. This is the only person who must be in charge of this investment house with Princess Maria Palermo, Cecilia Margaret Goin.

by PoedinPA, 5/18/2022

Pros: Zero

Cons: Customer service, no ethical practices

My father had a stroke and can no longer work. He decided it better cash out his 401k now and enjoy what life he has left to live. We have been trying for a week now to get them to transfer his money, he received a letter stating they had done so, nothing was put in his account. He called them back they claimed it was because his bank denied the transfer and sent it back so they would be sending him a check in the mail (2 days to process and 10-14 for it to come) I told him that he needed to call his bank. And his bank said they never received any such transfer and that they would not ever return a transfer like that. So now it’s back to waiting on hold for 3+ hours. These people are taking advantage of a disabled man who just wants to get HIS money that he worked hard for! Absolutely terrible customer service can’t wait to see how they react when they get called out for lying

by Melissa, 5/17/2022

Pros: NONE

Cons: EVERYTHING

Customer service is abhorrent! Have been calling REPEATEDLY about the SAME issue for the past THREE weeks. Hold times are for HOURS and even once you get someone on the line, they cannot assist. I have gotten completely different information from each rep and STILL have no resolution to the initial issue. I truly wish our company had never switched our retirement plans to this awful excuse for a company.

by Simul8guy, 5/12/2022

Pros: None

Cons: Jack Bogle is rolling over in his grave

I had been a long time investor with Vanguard (when Bogle and Brennan were running the ship). I transferred my 401K to an IRA with USAA when I retired 8 years ago. Then USAA sold their mutual funds and brokerage services to other firms (Schwab and Victory Capital) and I swapped back to Vanguard two years ago. BIG MISTAKE! Vanguard is a pale shadow of its former self with terrible customer service. I decided to transfer our IRAs out of Vanguard to another broker. My wife's lower value IRAs transferred OK. My 7 figure IRA was a different matter. Vanguard liquidated my account to a check for transfer to the new custodian. Nine days later Vanguard placed a stop payment on the check for no apparent reason. Vanguard customer service claimed their "audit team" had found an error in the check they had sent. The receiving financial institution said that was total BS, there was nothing wrong with the check that Vanguard sent an it had processed just fine. Now Vanguard has to cut another check to transfer the funds. Just a delay tactic to keep my money longer. You can't complain to anyone in Vanguard management so I filled complaints with the SEC and FINRA. Stay VERY far away from Vanguard!

by Michael D., 4/30/2022

Pros: Low Cost Index Funds

Cons: Everything Else

All: Ditto all these negative comments. Finally was fed-up enough couple months ago to leave and selected Fidelity, partially because it has a "bricks and mortar" location here in Naples, FL. Was treated like royalty. Moved my mid-7 figure account over in less than a week. Assembled an "index only" portfolio of small, mid and large cap stocks and debt that mirrored my Vanguard portfolio and saved $1K over what I was paying Vanguard. I have a client-service obsessed dedicated rep who doesn't leave office until any v-mails I left have been returned, sometimes as late as 7:00 pm. In addition Fidelity has a far superior, far more intuitive website. Couldn't be happier. Should've switched years ago. Good thing John Bogle isn't alive to see this.

by Soon to be previous Vanguard investor, 4/21/2022

Pros: None

Cons: All

What a joke this company is. Seems like it got worse after the change in the CEO. All other CEO’s cared about the clients but Mortimer Buckley doesn’t seem to give a crap. It’s ridiculous that the service is so bad and no changes are being made to make it any better. Poor internet information, extremely bad customer service, what is going on!?! Start doing your job Buckley!

by YoliFromOverseas, 4/18/2022

Pros: None

Cons: Plenty

And Vanguard, I inadvertently left the five star rating on my previous post, but rest assured it is not meant to be. One star all the way.

by YoliFromOverseas, 4/18/2022

Pros: None

Cons: Plenty

I thought I was alone in my appalling experience with these guys. It is especially hard dealing with them from overseas. First issue actually getting to the right department, followed by getting incorrect information, getting omitted information that I should have gotten previously, loooong wait times. I first started emailing in Sept of 2021 then moved to calls as from January this year. I may finally be at end of the process after today being told that they cannot wire the money to me - this after faxing the international wire form to them (which they told me to do), only to be told it cannot be in fax form. So then I sent the physical document in. Now told today that I need to have it sent in cheque form. I tried to create an account I could just log on to but one of the required fields is SSN, I do not have one so no online option available to me.
I inherited this account unexpectedly due to a heart breaking circumstance and to have to go through this three ring circus to get it resolved is beyond words.

by JIM, 4/18/2022

Pros: COST

Cons: AWFUL CUSTOMER SERVICE

UNABLE TO CONTACT WITH PHONE, WAIT TIMES 3+ HOURS THAN THE PERSON WHO CALLS IS UNABLE TO HELP WITH YOUR PROBLEM, TRANFER ANOTHER HOUR. TERRIBLE, TERRIBLE, TERRIBLE. HARD TO BELIEVE THEY COULD BE SO BAD.

by Libs, 4/14/2022

Pros:

Cons:

TERRIBLE CUSTOMER SERVICE
Customer service non-existent

by Jamie H., 4/11/2022

Pros: Low cost funds

Cons: Customer Srvc and Everything Else

I have been trying to log onto my account, but they recently put in a new 2nd level security measure that sends my phone a text with code. Problem is I don't get the text. I have been trying to call someone (only way outside of mailing the company) you can contact them - no chat line yet (old school!) I went round and round with voice automated system before finally figuring out a way to talk to someone, who then simply said he couldn't handle and transferred me to another dept. I was on hold for over 20 mins and gave up. I called back to try another avenue and now have been on hold for 20 mins. Customer Service is non-existent with them, it is terrible! I have never had this much trouble with Fidelity and will be looking to transfer all money from Vanguard. So frustrating, terrible customer service, not worth the lower costing funds!

by Martha, 4/11/2022

Pros: Absolutely nothing (anymore)

Cons: Incompetence on an Epic Scale

That's it. All monies are being moved out of Vanguard ASAP. Their incompetence is breath-taking. My father and I have both had investment accounts w/Vanguard for years. He passed in 2019 and that's when the failings of Vanguard were on full display, in glorious Technicolor! Just simply updating ownership of accounts to ONE beneficiary, my mother/his widow was the most unbelievable chaotic mess I have ever seen. I just now received a brokerage statement, still in both of their names - three full years after his passing and when I was assured everything had been taken care of. I shouldn't have even called. For at least the 4th or 5th time now, I have been told that they do not have (they do!) the Full Agent Authorization form appointing me as POA for my mother. Although I have a perfectly legal Durable POA, we played their game and completed their form - 3 years ago, when my mother was 92-years-old. Fully competent, but OLD and grieving the loss of her 71-year-marriage-mate. Once again, I am told they don't have the form and they will send me a BLANK one. They expect me to put my now-95-year-old mother through the process again and again, complete with notary, witnesses, blah blah blah. She completed it ONCE and that is all that I am going to put my mother through in that regard. Each time, after I nicely (and I mean that!) tell them that instead of that process, Vanguard will be hearing from my ELDERLY mother's attorney as well as reporting to the SEC ... they mysteriously find it and we move on. Once again, they say they don't have it. I had already started moving some of my funds out. I am now actively in the process of moving EVERY PENNY in Vanguard to other brokerage houses where I/we have investments. BEWARE before doing any business with Vanguard. Their incompetence is STUNNING!

by Dr. Prati, 4/9/2022

Pros: Its former reputation, easy online interface

Cons: Everything else!

Have been with Vanguard since 1985, back when Jack Bogle ran things right. Has continually gone downhill since, but it wasn't till the demise of having service at the Flagship level destroyed that I called it a day. It takes a while to move 7-figures and multiple accounts out of this husk of its former-self, but I've begun the process. No one at the top is listening, and they don't seem to understand that the avalanche has started. Unfortunately, Fidelity isn't much better.

by Pat Gurr, 4/9/2022

Pros: None

Cons: Lousy Service

I had three mutual funds with Vanguard for many years. I set up monthly withdrawals with my home computer and later increased one withdrawal with my home computer. Recently I tried again to increase my monthly withdrawal with my computer and the website wouldn't allow it, instructing me to call Vanguard. So I called -- an automated voice collected info from me and then transferred me to another automated voice. Then I was transferred to a third automated voice and told my wait time would be one hour to speak with someone. I tried again on different days and times, still going through the 5 minutes of automated voices. Finally I was told I had a 15 minute wait. Then every 10 minutes a voice would come on and tell me I had a 15 minute wait. This continued for one hour. When I finally got to speak with a human he had an Indian accent and was hard to understand. I asked him where he was located and he replied, "off shore". I explained what I wanted to do and he repeated it back to me. Then he said he would have to put me on hold. It was 10 minutes before he came back to me and told me my request had been entered in the computer but wait 24 hours for it to be approved. I told him I didn't understand why an approval was necessary because it was my money. He explained the computer instructions would have to be approved as being performed correctly.
I then called a nearby Fidelity Investments office, got a human right away, and made an appointment to have my three funds transferred to Fidelity. I went to their office and a savvy agent helped me do the transfers. Vanguard moved one fund in 72 hours. The second fund and third fund took a full 10 days to move. I'm so happy to divorce myself from Vanguard. I now have a local Fidelity office phone number and the extension of my Fidelity agent, It's so easy to speak with him.

by Ed, 3/30/2022

Pros: Low cost ETF's & Funds

Cons: EVERYTHING ELSE

Dealing with Vanguard has been by far the worst customer service experience I have ever experience. I have spent 15+ hours on the phone, over several days, trying to help my mother reset her password. Thats it! No complex task, just a password reset but Vanguard has made this the most infuriating process ever. All my mom wants to do is access her OWN account from an old employer so she can start taking out her RMD next year. Vanguard refuses to talk to me at all even with my mom on the phone and authorizing me to speak. I am a financial advisor who has spoken to firms like Fidelity, Schwab, Merrill Lynch, Citi Group, and many others on behalf of my clients, with them on the phone and with their approval of course, but Vanguard wont let me speak on the phone with my own mother. Vanguard's customer service is despicable. I encourage everyone who has dealt with similar experiences to file formal complaints because what they are doing is flat out wrong.

by Furious, 3/23/2022

Pros: Non

Cons: Can’t get my money

I agree with all of you. It feels like there is lawsuit here. I’ve tried to withdraw $ MY MONEY for 2 weeks now. I have been on hold for up to 3 hours. Keep getting the run around. I will be filing a complaint with the SEC TODAY!
We’re all in this together!!
Unbelievable

by Victor, 3/23/2022

Pros: None

Cons: Customer Service, website and phone app are terrible

Called late February to rollover my 401k from a previous employer from Vanguard to Fidelity (thank god I could finally do that) and Vanguard supposedly sent a check to Fidelity on 02/23. It is now a month later and Fidelity never for the check. Called Vanguard customer service just now and waited for over an hour to get someone on the phone. She proceeded to tell me that she couldn't help me because she doesn't handle employer accounts. Why did I get routed to her when I had already entered all of my account information???? I tell her that before she transfers me that I want to tell her exactly why I am calling so that I don't have to wait on the phone for another hour unnecessarily. I can tell she really doesn't give a shit. So she "transfers" me and about 30 minutes later the call just ends. I spent an hour and a half waiting for nothing and now I am back on the line which is telling me that my estimated wait time is another 40 minutes. That is what it said the first time I called and it took over an hour just to get someone. I'll be overjoyed once I have severed ties with them completely.

by Michael D., 3/18/2022

Pros: Low cost index funds

Cons: Nothing else

I'm done. Flagship rep program discontinued. Callback queue option eliminated. Can't get a rep of any sort on the phone in less than 30 minutes or so. Short of a snail mail letter, impossible to be connected to management. Thought the problems might be Covid-related and was willing to wait it out but, like inflation, their service failings were not transitory. Took my mid-7 figure account to Fidelity and I suggest other Vanguard clients do the same.

by Ron, 3/18/2022

Pros: none anymore

Cons: useless customer service

I was bounced among at least 6 people. they all sounded clueless and inexperienced. There were long silences on the call (not on Hold) while they were "thinking" or frantically chatting with someone for help with a straight forward customer query. Asking to talk with a Supervisor elicited "One will contact you in a few days." If this is the customer service I can expect, I am moving to another company that provides a professional customer service. I don't understand how Flagship service reps just disappeared overnight and got replaced by the most inexperienced and ineffective (though I am sure well-intending) crew.

by Anne, 3/15/2022

Pros: NONE

Cons: Unbelieveably BAD customer service, worst in a looooong time

I'm disgusted that an investment company like this would tote calling them for "anything" anytime and then make you wait OVER 2 HOURS THEN DISCONNECT FROM YOUR CALL!!!!! UUUUGGGGHHH! They won't let me change my address online so calling is my only F&*KING option and they won't TAKE MY CALL!!! CRIMINAL!!!

by Justin, 3/14/2022

Pros: None

Cons: Extremely long wait times.

I keep calling the Retirement customer service line because I want help rolling over an old employer retirement account into my new vanguard retirement account. They keep placing me on hold for over an hour. I simply don't have an hour to sit and wait for someone to answer the phone. And the phone service does not have a call back option.

by mike m, 3/11/2022

Pros:

Cons:

The saying goes, "You get what you pay for." Vanguard says they have the cheapest fees - and customer service is, indeed, the cheapest and the worst I have ever experienced. I have tried for hours (8+ on phone hold) and days (5 different) and still unable to talk to a human for a 2 minute question. Sent an email and was answered days later like they never read my question. The only reason I have to deal with this company is because my employer uses them, so I am stuck. Can't wait until I try to withdrawal money out - that is my greatest fear. There are so many more responsible and responsive financial companies out there. The saddest thing is, like some many before me, Vanguard does not seem to care about their terrible reviews.

by Robin C, 3/8/2022

Pros: Lately none

Cons: Customer Service poorly trained and will not fix problems caused by them

I am glad to see I was not alone in the poor Vanguard customer service experience. I learned a lot from other reviewers. I agree Vanguard was great in the past (25 year long customer), but no longer provided acceptable service. I was upgrading a legacy mutual funds only Vang account to a Vang newer brokerage. I called the service to walk me through the process to ensure I didn't mess up anything. Wrong moved. The rep failed to warn me of a check-box in the process which blotched my account upgrade. Sadly, they didn't take care of fixing the problem THEY CAUSED. I had handhold my own fix; it took several days and hours and hours of wait times to fix it. I continued to encounter linger issues because the reps did not fully brief me on the details/limitations of their systems (e.g. broken up account history). Poor Training. I tried to ask to speak with a supervisor about this whole fiasco but said they can only place request for someone to call me back. So, i had them place the callback request. I NEVER got a call back. When I call back with my next related problem, I asked why I did get a call back. Was told, that someone declared the problem was resolved and nothing more was needed and than CANCELLED my callback request without ever informing me! The poor front line reps are trained to take the heat and shielding their managers from having to deal with the customer who just trying to ask for acceptable service and how to avoid problems in the future. It's true Vanguard customer service has the worst model. I can always speak with a superviser at any other company, but not Vanguard. Thank you for the other review sharing about the safety and ease of doing In-Kind Transfer of my account holdings without tax implications. I will be transfering out all my assets to my Charles Schwab and/or American funds accounts. There's no reason anyone should put up with this poor level of service.

by So tired, 3/4/2022

Pros:

Cons:

Yep, paperless sucks. They do not recognize my old computer, and claim I blocked access to my account from any other device. SO, I could not login, with my older computer and of course, older browser, due to older software. And of course, you cannot download newer ios. ANYWAY, it took almost half hour to reset everything, over the phone only, but then they had to validate my phone, while we were over the phone, etc... I just needed to get into my damn account for tax forms! Anyway, NOW, cannot access hubby account for hubby, for the same reason.. gotta do it all over again. This system sucks. I don't know HOW older people can navigate this company. I wanna UNLOAD IT ALL... and f the tax consequences. I do NOT trust vanguard anymore. Totally down the tubes company.. When boggle left, the sh)t show started.. And WOKE too.. No thanks.

by GG, 3/1/2022

Pros: Zero

Cons: Worst Customer Service.

I was on hold for 1 hour and 45 minutes. Finally spoke with a rep and was
providing my info for an in kind transfer to Schwab, then the call switched
to a survey about the call. I did not get a chance to provide the in kind
transfer instructions. Did the rep call me back, NO. Now it is 9:15pm and
I can not call back myself. What is wrong with your company. I never
experienced worst customer service than this. I would NEVER open personal
account with Vanguard. I would not even attempt to contact Vanguard at work. Whoever is running this customer service group needs to be fired.

by Wayne N again., 3/1/2022

Pros:

Cons:

Followup from 1/29/2022. We finally got our money after starting this 401(k) rollover nightmare back in October 2021. Nothing was happening until we filed a complaint with the SEC. If I put the web address in, they reject it. Just Google how to file a SEC complaint. It's SEC dot GOV. I really don't know how they are still in business. We have logged almost 30 hours of phone calls (mostly on hold). Dozens of lies and broken promises. My favorite (twice) is when the person on the other line "suddenly" can't hear us. They tell us to call again, repeat the same number twice, then hang up. Be sure to stay on the line for the survey.

by Rick Scoot, 3/1/2022

Pros: none

Cons: none

I invested as a ordinary person wanted to invest in a start up company gave them 275 dollars for 100 shares and 10 percent bonus on ally my investment ally i got was a page with my name and no investment sent several emails and they keep telling me i didn't invest. They have a phone number, that directs you to email them. But you never speak to a live person. With the kind of money that is being given you would think they would have live support so these issues can be address the screwed me out of my money which I am still trying to recover, I was introduced to a recovery agent hack101 at tutanota d o t c o m .. And happy to say i got all my money back

by Martha, 2/27/2022

Pros: Low Fees (I guess!)

Cons: Just about everything.

Paul, I am responding to your review (02-25). Occasionally, I check back to read reviews after my awful/frustrating interactions with Vanguard. Every post echoes my experience. I am sorry that you had a similar experience in settling an estate. My father passed in 2019 and, while there was definitely money involved, the Vanguard accounts were not terribly convoluted; a pretty simple estate. And settling it? It should have been the simplest transaction–my father passed and everything passed to my mother, his wife (widow) of over 70 years. ONE beneficiary; that’s it! Excuse the implied term, but the ensuing cluster-you-know-what was shocking. NO ONE seemed to have a clue what they were doing. I experienced the same “cluster” when I was taking over as my very elderly mother’s POA. I have investments myself at Vanguard, Fidelity, and Schwab. I have been moving over, one Vanguard account at a time, to Fidelity. I no longer trust them with my money.

by Paul, 2/25/2022

Pros: None!

Cons: Dishonest

I have been trying to close an account for over a year to settle an estate. I have spent many hours waiting on hold only to be sent the wrong forms or be transferred to another department and put on hold for another "minimum of one hour". Sometimes I get someone who sounds sincere, but then nothing happens. When I send in the completed forms, I never get a response. I call and wait on hold for 2+ hours and they tell me the forms were received but something is not correct or they were not the right forms.
Could it be Vanguard employees receive incentives to not allow customers to close their accounts? Does it go on their performance record?
I deal with TD Ameritrade, Schwab, Fidelity and American Funds. Vanguard is just terrible to deal with. I am documenting it all and will consider making a complaint to the SEC.

by Mohobbit, 2/24/2022

Pros: None

Cons: Lousy customer service

Horrible, you wait for hours listening to mind numbing boring hold music (sounds like they paid for the make the truck fall asleep music from Cars). And NEVER sign up for paperless! If you get locked out or forget your password, they make you call if you don’t have the account # from your paper statement! This after encouraging you to sign up for paperless in the first place! Never again will I do business with this company! They ARE the other broker from the Schwab commercials.

by USA Vet, 2/24/2022

Pros: I have experienced none

Cons: Worst customer service I have ever experienced in my life

I have on multiple occasions waited in excess of one hour on the phone. When I finally reach a person they usually don't know how to handle my request which then required numerous phone calls. I can go on with stories of my terrible recent experiences but suffice to say I finally found a way to solve the problem.

I had a Vanguard brokerage account. I found that you can move your Vanguard mutual funds to another brokerage such as TD Ameritrade, Schwab, etc.. Because it was an "in kind" transfer, I am not be liable for taxes on my capital gains as no sale took place, it was only a transfer. The new broker that I chose was delighted to transfer my Vanguard funds to their firm for me. Give one of them a call. That's all that it takes.

by Frank2, 2/23/2022

Pros: NONE

Cons: Calls are transferred to the Phillipines

Ten years ago, this was a decent company that knew what it was doing. Now it's almost impossible to get a competent ENGLISH speaking person on the line. My two most recent calls were transferred to women speaking broken English having me repeat security info I had already provided. This is even after I was voice-verified. The website is plastered with people of color - almost no white faces whatsoever.

by ashish, 2/22/2022

Pros: NONE

Cons: Terrible Customer Service!!

I wish I could give them 0 stars. Customer Service is a joke! You wait for an hour to get someone on line and then the person transfers you to a 'specialist' and you wait another hour or two. Ridiculous! And mind you just to get to representative, they ask you a lot of questions to know what you are calling for and still transfer you to someone who does not even talk to you for a minute. Utter shame on this kind of customer service. It kind of disappoints me looking at these reviews that they chose to take no action whatsoever.

by chuck williams, 2/21/2022

Pros: None

Cons: customer service

Everyone has the same problem as I do customer service SUCKS.
I have never had to deal with such a lousy company when I call, I can never talk to a person I am put on hold for hours each time until my cell battery dies.
Iam drawing all my money out of Vanguard and going to Charles Schwab tomorrow.
I have been with Vanguard for 20 years, but it is time to move on and go to a company that will talk to the customers

by JAB, 2/15/2022

Pros: Everything used to work. Vanguard used to answer the phones right in PA.

Cons: The "new" website and mobile app has less features and functionality. No one to answer calls when something goes wrong.

Let me summarize. When you can't access your life savings, accounts and money disappear, and there is no one to answer your call, run! And so after 20 years, I'm moving all of my money to Chase (and Chase is giving me 2k to do it). I tried to call 10 times this year. Hours of waiting and I never got an answer to where one of my accounts went.

I'm on hold as I write this. The estimated wait time has been 15 minutes for the past 30 minutes. What a joke. I can't wait to get my last Roll-Over processed to Chase.

This company went from best in class to garbage.

by Michael D., 2/15/2022

Pros: Low cost index funds

Cons: Almost everything else

Been a Vanguard Flagship customer for decades. With Flagships reps discontinued, service is beyond awful. Was with Vanguard mostly for the low cost. Am switching to Fidelity this week. Not only can I walk into a physical office here in Naples, FL but, by jiggering my portfolio slightly and substituting a couple of Fidelity index funds for Vanguard actively traded funds, my total cost is only $73 more than Vanguard ($5,687 vs $5,614.) Jack must be spinning in his grave. I think Tim is clueless about what's going on and just try to get the attention of senior management. (Guess "client service" isn't taught at HBS.)

by Going to be, "former vanguard client", 2/7/2022

Pros: None

Cons: Customer Service

Been on hold for three hours. First guy answers, then places us on another hour hold for a "specialist". Second guy answers, then places us on our third (and current) hold for a "financial specialist" (what specialist was the earlier one). Customer service is a joke with this company!! Money will be coming out within a week.

by Alice in WonderingLand, 2/4/2022

Pros: NONE

Cons: ALL

Something is ROTTEN in Vanguardland.
Everything is UPSIDE DOWN
BIG became SMALL
We're NOT in KANSAS anymore.

Authorities need to get involved, and rein in their company and customer service shenanigans.
I have read all previous comments here. They are not exaggerating. I only wish they were. I am a long time investor with VG. Something has gone terribly wrong.

The New World Order has arrived at VG...
Just knock if you can hear me...

by LMC, 1/31/2022

Pros: Can't think of a single thing

Cons: Horrible service. I feel like a beggar to a king.

Wow, I thought it was just me. But reading all of these reviews, they have a HUGE problem with customer service. And the funny thing is, IT'S OUR MONEY! They are a service organization. I hate to just pile on, but this is the worse I have ever been treated. I've lost count how many calls I have made only to be put on hold. I've hung up after giving up several times waiting for over an hour. TWICE while finally talking to someone, the person on the other end pretended they could no longer hear me (I heard them fine) and asked me to call back on a more reliable phone line. That's when I googled how to give them a bad review and found this web site. I doubt my one review will matter, but I'm getting it off my chest. I can't pull all my money out of Vanguard soon enough.

by Wayne N, 1/29/2022

Pros: Nothing favorable

Cons: Absolutely the WORSE customer service.

My daughter and I have been trying to rollover her 401(k) since late October. 9 calls later (each call lasting 90-120 minutes). This has still not been resolved. Each call consisted of about 4 minutes of talking to a human and the remaining time on hold with elevator music. We have an open case. Yet no continuity. Each calls starts with her referencing the case number. Then she had to explain the entire problem from the beginning. Then the typical, "Well that's unusual. I've never heard of that happening. I need to talk to someone about how to resolve this. Let me put you on hold for a second." We've jumped through hoops, faxed "Instruction letters", and still no action. We've filed a complaint with the SEC 19 days ago. (Google how to file a SEC complaint). Vanguard has yet to contact us.
I also have a 401(k) with them. I'm likely going to starting maintaining my account for the company match. But transfer 90% every year to my Fidelity IRA. They don't deserve my money.

by Michael D., 1/29/2022

Pros: Low Cost

Cons: Almost everything else

Amplifying my comments of 1/26/22, a Flagship rep finally answered the phone yesterday. When asked when my Flagship rep would be replaced (she'd accepted another position within Vanguard), she cavalierly advised, "That service has been discontinued." She didn't wholeheartedly agree with my comment to the effect that some notice would've been nice.

by Fang Li, 1/27/2022

Pros:

Cons:

I have used Vanguard since 1996 but in the last two years, the customer service is deteriorating. The hold can be over one hour and beyond even if you are flagship account holder. I was asked to open a new account when I roll over my 401k and then when the check was sent, because I had an old rollover account number on the check and they returned the check, they said they sent an e-mail but I did not see any, no courtesy call whatsoever!

by Michael D., 1/26/2022

Pros: Low cost index funds

Cons: Service couldn't possibly be worse.

Can never get through on phone. If you opt to be put on a callback queue, the call is never returned. Am a Flagship client for 30 or so years with more than a couple mil invested and it seems to make no difference. My Flagship rep left weeks ago and no indication when she will be replaced, if ever. I'm done. Meeting with Fidelity tomorrow and expect to close my account after that meeting.

by BobF, 1/25/2022

Pros: none you can't get elsewhere

Cons: HORRIBLE customer service

I wish I could give them MINUS 5 stars. I am now on hold on the 14th call I've made to get a change of ownership for an estate completed. That d and oesn't count the number of times I've called and been on hold and finally gave up. That would add an extra 12 or so. The people (except 2 of them) I've talked when I've gotten through to have been nice enough but on the other hand, several have told me THEY would handle the issue personally and see it through, but then I never heard from them again. The last person I talked to, who was NOT nice, actually lied to me claiming she had spoken with my wife which was an outright lie. We are transferring our holdings out of Vanguard and as soon as this issue with the estate we are executors for is done, Vanguard is forever in the rear view mirror.

by Matt, 1/25/2022

Pros: None

Cons: TERRIBLE CUSTOMER SERVICE

Customer service non-existent

by Wm M Driscoll, 1/24/2022

Pros: there are no pros they are an awful company

Cons: worst customer service in the industry

This organization has without question, THE WORST customer service of ANY company in any field that I have encountered EVER. That is not an exaggeration. A simple review of what others post will support my comments. Get your money out of this company as fast as you can!

by SLP, 1/21/2022

Pros: Website good for simple transactions

Cons: Dismal customer service

Major snafu with distributing my RMDs twice. No reach out to discuss solutions or options despite three emails over two week period after I my initial discussion of the problem. The "Client Care" specialist handling the problem never returned either of my calls, nor did he respond to my fourth email asking for clarification of the "reversal" of the second distribution. All this left me with additional tax issues, a bookkeeping nightmare, and locked me in on avoidable losses. After 30 (mostly agreeable) years with Vanguard, I'm seriously considering relocating my retirement accounts.

by Maureen, 1/20/2022

Pros: None

Cons: Horrible to Non existent customer service

John Bogle is turning in his grave right now. It is a shame what Vanguard has become. I had my assets with them for over 40 years and the last several years the customer service has been horrendous or nonexistent. They used to have excellent customer service. I finally closed my account in 2021 and I'm very happy with Charles Schwab. However, it was a nightmare trying to transfer my funds from Vanguard to Schwab because of Vanguard's incompetence. I spent hours on hold trying to get them to transfer my funds. Now I can't get my 1099R tax forms for 2021 from them. They stated on their website that I will not be getting any tax forms for 2021. This is incorrect. I had a 2021distribution on my IRA account that I need to report it on my taxes. I will have to file my taxes without that form. This is outrageous. I called Vanguard up yesterday and waited an hour on hold with no response. Yesterday I call them again and utilized their "callback system", which means they call you back and you don't have to wait on hold. They never called me back. Today I called again and waited two hours on hold and finally gave up. I am so glad that I am done with Vanguard and never have to do deal with them again. Run as fast as you can away from Vanguard to either Schwab or Fidelity. Both are very good.

by Chief, 1/19/2022

Pros: none

Cons: Not enough space here

So after 6 hours and no call back, I tried all night to get thru, nobody home.
I called Fidelity, guess what, they answered on about the 6th ring.
Very nice............... I'll be transferring everything to them tomorrow. I can no longer tolerate their incompetence, how are they still in business? Jack is rolling in his grave!

by Chief, 1/19/2022

Pros: Let me think,

Cons: No customer service

It is now over THREE hours waiting for a call back, or someone to pick up. No excuse whatsoever for this, and this is from a 30 year customer. I used to call years ago for balances, before the internet, they would answer on the 2nd or 3rd ring, now there is nothing. I will look for another firm tomorrow, unacceptable on all levels! All these reviews cannot be wrong!!

by Rose O, 1/19/2022

Pros: nothing to recommend except bad customer service

Cons: HORRIBLE customer service

A family member passed away and left a small inheritance in a Vanguard account. As other reviews state, Vanguard's customer service is HORRIBLE. I asked for statements to be sent to be in the mail. I haven't received a single one, though I had received initial "Welcome to Vanguard" statements several times. Two weeks ago, I called to ask for the money in the Vanguard account to be sent because my husband is fighting for his life from severe COVID and we need the funds. Customer Service Rep said I would have to call back in 8 days because the statements were sent and were returned. However, when the CSR read the address on file, it is the correct address. Simply put, they never mailed the statements and just flagged the account making it harder to get access to the money that was inherited. CRIMINAL in my opinion. AVOID this investment company if you really want to have money for retirement or emergency funds.

by RobT, 1/18/2022

Pros: Pioneered Low Cost Funds

Cons: Once a Leader, Has Fallen to Last Place As an Investment & Financial Institution

It would take pages to review all of the ways Vanguard -- once the industry leader -- has fallen to last place in supporting individual investors. I still have a Vanguard account because it is more efficient to retain a few old Vanguard funds there. I never look forward to transactions at Vanguard because they haven't taken the time to provide the information you would naturally want to see when you are trading. The last time I sent an email with a question, it took them seven days to respond. I gave up on phone calls years ago. The website provides very little investor information, which means they are not paying for it. Contrast this to Fidelity where it can take months just to master all of the intelligence, expensive analyst reports (all free), investing tools such as stock and ETF screening software, dozens of event trigger and notification rules, tools, paid memberships to external services, modeling, portfolio analysis, profit/loss analysis, retirement analysis, and other forms of decision-support they provide at no cost. The Fidelity system is accessible via web browser, smart phonwe and tablet apps, and via a very sophisticated PC application that adds even more advanced capabilities for the most serious of investors. In addition, Fidelity can provide all of your banking, credit and debit card, bill paying, HSA and college savings accounts. and even free bank wires to give you one-stop financial services. It integrates all of this into a single dashboard. They also have advanced account security systems -- so good they can occasionally be frustrating if you are not behaving in your typical manner. None of this is provided or at most is provided in a token way by Vanguard. Vanguard is operating on the cheap and it shows. Given the alternatives, I really can't recommend them for anything, including their own funds, some of which are good but most of which are now available from competitors via similar funds at even lower costs.

by Shane, 1/14/2022

Pros: Clean layout on website

Cons: Unbelievably terrible customer service

I am a low maintenance customer and in the twenty years that I have been with Vanguard, I have called only three or four times. However, I am always stunned at how bad Vanguard's customer service is. One will wait on hold for an hour or more and when finally able to speak to a person, I find that they are rude.

I used to recommend Vanguard to everyone. Now, I don't recommend them at all and share my negative experiences with those asking. Absent a dramatic improvement in their customer service, I will be moving my balances at Vanguard over to Schwab, Fidelity or Interactive Brokers where customers are treated much better.

by Jack Russell, 1/13/2022

Pros: N/A

Cons: HORRIBLE HORRIBLE HORRIBLE

This is soooo ridiculous. I have been on hold for a very important matter for the past 3 hours total! The first time I was on hold for hour and half and someone picked the phone up and hung up now am on hold again going on 1:45min. There is nothing I can do online and calling in and having to wait like this for my hard earned cash is absolutely ridiculous unprofessional and ignorant!! I am highly upset rn!!!

by Retired Investor, 1/13/2022

Pros:

Cons: Terrible customer service

After 30 years of investing with vanguard I finally needed help from customer service. Suddenly, my login screen wouldn't work. Twice I got agents who could barely speak English, could not help me solve the problem, and could not transfer me to a problem solver. If this is the future of customer service, time to look else where.

by Sondra, 1/11/2022

Pros:

Cons: Simply Bad Customer Service...Everyone should complain to SEC.gov

Beware...If you need to get help for any reason....They gotcha! Do they actually have a customer service? Why was I not aware of this before moving my retirement here? I never heard that Vanguard Service sucks so bad?! There needs to be some articles about how bad it is to warn people. I would of never move my 401K here. I want to move my money now you sorry customer service!!!! I have been trying to get a hold of someone for over an hour and then you hung up my call!!!!!!!!!!!!

by Phillip, 1/11/2022

Pros: Free trades, but need to surf around to figure out your trades. Not like Fidelity

Cons: IT IS 100% BAD AS EVRYONE ELSE SAYS!

CUSTOMER SERVICE IS HORRIBLE! ALL THESE MANY REVIEWS ARE TELLING YOU SOMETHING PEOPLE...I JUST DID NOT REALIZED IT BEFORE MOVING MY 40K OVER....I WILL BE MOVING THIS OUT OF VANGUARD AS SOON AS POSSIBLE. I HAVE BEEN ON HOLD FOR OVER 36 MINUTES AND WHY WRITING THIS REVIEW. I DON'T CARE WANT ANYBODY SAYS, YOU ARE GOING TO NEED TO TALK TO CUSTOMER SERVICE SOONER OR LATER IF YOU GO WITH THEM...YOU HAVE BEEN FORE WORNED!!!!!!!!!!!!

by Joshua, 1/9/2022

Pros: None so far

Cons: Keeps jacking me around

I lost my job last month. I signed up on vanguard website after receiving a letter saying I had paid into their 401k retirement plan. I'm in desperate need of whatever money I'm entitled too at this moment. So after I made an account on their website and trying to withdraw my money(which is no small chunk of change mind you) I was told I had to wait 7 days after making an account to access my funds... OK, no big deal. After waiting 8 days and attempting to log in(I've been logging in every day the last week with no issues) now it's telling me my password is incorrect. Ok... so it tells me to reset my password. In attempting to do so it tells me "you're account is now placed on a hold" Ok.... so when I call customer support it's impossible to get through to a live person, nor do they give me the correct option im looking for. So now I'm just shit out of luck I suppose, and they get to keep all of my hard earned money. Thanks vanguard!

by SINKING SHIP, 1/5/2022

Pros: NONE

Cons:

After 35 years, It's now time to jump this sinking ship. Under Jack Bogle and his successor Jack Brennan, investment sails were full, systems were maintained and crew members conscientous, capable and competent.

The exact opposite exists today under Tim Buckley. Broken website, non-existent customer service, under-trained customer service staff. Automated transactions which are incomplete or wrong.

It will be a miracle if the bilge pumps on this sinking ship can keep it afloat. Heed the warning and man the lifeboats.

by 2 hrs on hold and counting., 1/5/2022

Pros: none

Cons: same as everyone else. Ridiculous wait times (2+ hrs) and clueless employees.

Not sure why any company would ever use this investment firm. Cheaper is the only thing that makes sense. Just remember, you get what you pay for!!

by Sosa, 1/4/2022

Pros: no transaction fees for STOCks/ETFS

Cons: Participant Services/customer service the worst

I have called the company customer service for my employer retirement plans. First time waited for hours and 15 minutes no one answers, call later in the day waited for two hours and 10 minutes and then had to hang-up because I reached the end of customer service hours. Generally every time I call it takes long time to do any thing. Their website is very ad, some documents can't be posted in private message center under my account on the web site, they must be sent by regular mail to be signed and mailed back. They will take several days to process paper work. Example, if you want to rollover from employer plan to Vanguard broker IRA account paper must be mail using regular mail. However, if you want to rollover to any other firm: for example fidelity, TD-amritrade, Charles Schw, etc. IRA account paper will be posted n your message center after 24 hours!! Most important most of participant service staff don't treat you as client/customer. They will treat you as problem and will try to make it difficult for you. I can't wait forr my retirement to have all my assets move to another broker.

by James Klimek, 1/4/2022

Pros: None any more.

Cons: Too many to list.

Terrible customer service. Wait times on the phone always exceed an hour and if you are lucky enough to get a representative, they usually cannot answer your question or try to transfer your call which is promptly disconnected. With no local offices you have no recourse.

by Ted, 1/4/2022

Pros: Good website for Qualified Charitable Distributions (QDC)

Cons: Terrible customer service

There are not enough reps and some are not well trained. Phone hold times are frequently 20+ minutes; yesterday over 1 hour. 2-step authentification does not work right and you cannot opt-out of it. You can't do an in-kind IRA withdrawal over the phone; you have to fill out a form. That form does not work well. Problems just go on and on. Compared to Fidelity customer service, Vanguard's is a 2 out of 10 while Fidelity is an 8 out of 10. There is no redeeming value for this horrible customer service.

by Jim, 1/3/2022

Pros: Low fees on index funds

Cons: Long phone call waiting times & inadequate help with questions and problems

As a long-time customer of Vanguard, I am finding that their services have now deteriorated to a substandard level. Phone calls are not promptly answered, and are often disconnected during internal rerouting.
Taxes have not been withheld from my 2021 RMD, although personally requested and legally mandated. (Said to be a system error that could not be corrected).

by Steve, 12/30/2021

Pros: None

Cons: Customer service has become the worst in the industry.

Tried for several weeks to do a SIMPLE IRA conversion to ROTH. Repeatedly received conflicting guidance - even in writing, until it all fell apart on 12/29 - making it impossible to do the conversion in 2021. Service reps were all kids who knew very little, consistently contradicting one another. Each call required minimum 45 minute wait, then I got transferred around, mis-directed and spent time listening to their people read the notes on my account. An overall miserable affair. I had been a Vanguard customer for over 25+ years. Supervisors were apologetic with their words - but even while admitting that I was given incorrect guidance throughout - they were unwilling to do anything to help me achieve my goal. One option required a particular letter from my employer - and since there wasn't enough time to obtain, execute and deliver a hard copy - one Rep told me I could upload an copy into their secure message box but even then it might take a week or more to open the account - hardly a solution for 2021. This was a botched transaction from the start and Vanguard has no accountability - the client pays the price for their negligence. Vanguard's persistent incorrect guidance put me in this position - and they were unwilling to do anything to help me overcome the obstacle they created. Even with the last scenario I described - a service oriented company would recognize that they created the obstacle and find a way to manually pull that document out of the message center and open the account - but that wasn't an option. WARNING - everything you read about Vanguard's service dropping off a cliff in the past year is TRUE. It was like calling the Department of Motor Vehicles - and scary to think that these are the same people managing my money. Your business does not not mean anything to Vanguard - but if your assets mean something to you - beware. One star is one too many. There are many other options - Fidelity, TD, Schwab, etc. Explore - or you will regret it.

by Denise, 12/28/2021

Pros: funds do well

Cons: everything else

When I phoned, I was told I had a 45 min. wait. Use the email, much better.
Google David Danone for Vanguard articles you should read. I had one ROTH IRA turned into a regular account accidently. (Good thing I was already over 59 1/2, so no penalties or taxes.) Buy Vanguard funds from a different broker.

by Alex, 12/27/2021

Pros: Great ETFs and prices / products.

Cons: Customer service

I invest in Vanguard because my company uses them for retirement fund purposes. I also have a Roth IRA with VG but will probably transfer my Roth funds to Fidelity soon.
Simply put: it is virtually impossible to speak to anyone at Vanguard which may be expected from the US postal service, but is unacceptable when trying to discuss six figure investment amounts.
Secondly the website is a confusing, counterintuitive and user unfriendly jumble of pathways, half explanations and vague instructions.
It takes me half an hour of confused clicking and trial and error to accomplish on Vanguard what Fidelity walks me through in a few efficient minutes.
All of this is unfortunate of course because Vanguard funds and prices are very good products in themselves.
I understand that Vanguard is in the process of updating their ca. 2006 era website, but after having to give up speaking to anyone about my rather important finances AGAIN after another 50 minute hold, I just give up on this company.
I simply can't do business with a company that won't allow me to speak to them.

by Billy Evans, 12/25/2021

Pros: Great gains with investments and low fees

Cons: not enough space to fill out all my cons for this company

I am having a major issue with vanguard my mom had two investments with vanguard and ira with a retairement investment account also on the benificiaries for the ira was me my now deceased son ex wife and another familly member we had just recieved the statement from vanguard stating the benifactors on the ira asking if that was still correct and it needed to be changed so we called vanguard and corrected the ira over the phone and the vanguard rep asked her what she wanted to do with the retirement investment she had she said to vanguard rep make me the beneficiary while we were on the phone he stated to have that done we would have to fill out some paperwork and return it to us she was upset saying its my money and i dont have control over it he said he was going to mail them out the next day and they came months later it was confusing to complete the first page so we contacted vanguard to make sure it was filled out correctly because ive never delt with a company as frustrating as vanguard when moms health started to decline i became the power of attorney just to ba able to ask them anything regarding moms affairs once being granted poa i never had any problems with any other financial bussiness fidelity no issues social services never had issues getting the needed 1099 for her taxes everyone else oh your poa as soon as they recieved the proof i would recieve the needed documents not vanguard they said being poa wasnt good enough so then i had to fill out a incapacitated persons form mail that in waited weeks 4 hours on the phone on hold to find out it was rejected because the last page had a date in the wrong place and they would have to email me the last two pages have them notarized and return then i can have a 1099 form to have her taxes reduced which were 18k a year and she was 88 years old but when i over nighted the two pages just notarized and corrected the date at a 28 dollar cost to be told three weeks later that it was rejected because it was done a separate time from the first pages we sent in . Then mom passed away a week from then now the taxes for the first half was never paid and with her being deceased i am no longer poa and cant write a check so thank you vanguard for not cooperating with something that shouldnt have been a issue wasnt with any of her other financial institutions Its a horror show dealing with vanguard at times ive been told i need this form to be filled out and notarized then you do it mail it to them to hear no the rep who told you that was incorrect and everything had to be redone because the customer service reps are awesome people but dont recieve enough training before they are allowed to be guiding us clueless clients . And after reading the BBB and google reviews on vanguard i now see im not the only person dealing with the same insanity the hours of hold time on the phone to be told that he or she couldnt help but the upper lever rep will be calling you back within a couple hours or days and you never get a call back its our money and they make you jump through hoops like its their money well we mailed the forms back to the address on the death benefits transfer paperwork envelope and mom passed away november 7 2021 i contacted them a couple weeks later and sent them the death certificate and now they are claiming they never recieved them and also im not the only client dealing with vanguard that has happened to with claiming they never recieved mailed in documents even ones with signature delivery so if there is anyone who can help please guide me in what can be done im getting no where with vanguard thank you and happy holidays . My email address is nychorndog35@aol.com

by Robert L Whelan, 12/19/2021

Pros: Fees

Cons: Customer service

Had to change my pin. The account is now locked for 7 days. WHY???

I called customer service and the security question was "what was the month and year of your last withdrawal?" It was over 5 years ago. I do not remember the month. I asked for another question. Acct number, DOB, SSN, addresses etc. The rep screamed at me "answer the question". Then he hung up.

Their low fees do not justify that kind of service. I am currently withdrawing all my funds. I submitted a complaint but they have not answered. Imagine that.

by Gloria in Florida, 12/18/2021

Pros: Great if you have control over your account.

Cons: Don’t give them management control of your funds if you ever might try to take back control of your Vanguard managed funds!

Your phone must be able to take incoming calls from Vanguard. My phone didn’t even though VG was in my contact list. Vanguard didn’t get it that another method to reach me had to be offered. After two weeks and two excruciating hours yesterday with multiple rep transfers and an attempt by one to talk me out of it, a rep was finally brought on the line who could actually close that VG managed account and give me back control of MY money.
.A week to get an appointment with an account manager is too long, clearly they are understaffed.

by Bob F., 12/17/2021

Pros: trades typically executed as entered

Cons: customer service absolutely horrible.

I am now on my 7th call over the last 3 weeks to get an account ownership transferred correctly and completely. Today I called and was on hold for 27 minutes. Called back later and got someone after 12 minutes but after telling him what I needed he had to go talk with another department so I was on hold for about 15 minutes. Then he said he was transferring me to Change of Ownership team as a priority call. That was at the 27:48 mark. It's now at the 101 minutes mark and 15 minutes before Vanguard closes (8 pm) so I'll probably get hung up on. Once I get this settled (who knows how many weeks it will take) I am done with Vanguard forever, after having a mid-6 figure account with them since 1983.

by Janet Poulik, 12/17/2021

Pros:

Cons:

Been on hold 1 15 minutes twice got cut off both times. They don’t care one lick about their customers.

by Steve, 12/16/2021

Pros: None

Cons: Service is horrible

The wait time is forever, agents were not helpful, asking the same questions over and over, supervisor will not help.. I am moving all my money out from Vanguard ad soon as I get a chance.

by Not happy, 12/15/2021

Pros: none

Cons: ridiculous security protocols

Rude customer service, asked me the same thing several times even though I had already verified my security questions, he had to get permission from a supervisor to change my phone number AFTER I verified my full SSN, address, birthday, 3 security questions. I 'AUTHORIZE' the changing of MY PHONE NUMBER *NOT* a supervisor. Can't get logged in if you get a new phone without calling these dimwits so make sure and change it before you deactivate your old phone.

If you have to get permission to update my account information(which takes several minutes to get the permission from the supervisor) then why am I talking to you?!

by Merc99, 12/10/2021

Pros: None any longer

Cons: HORRIBLE CLIENT SERVICE

NONE of their telephone systems seem to work any longer. They sent me an email asking me to call them regarding a request I had made. The number they listed was Disconnected. Yes it was a real Vanguard number. I tried calling the number on my Statement. After constant run arounds with their automated system, and hour long holds several times, I NEVER reached anyone and never found out what they wanted. I tried other Vanguard numbers and they were out of service or the same automated run around. After over 15 years with Vanguard and over $1 Mil with them, I'll be moving my entire account since I can no longer trust them.

by Will D. - Former VG employee, 12/2/2021

Pros: Can't think of any now!

Cons: Customer service

I worked at VG 1999-2000 in a Sr. HR capacity. As a regular employee, we were required to work the phones once/month or thereabouts. This kept us on our toes on what the company sold and how to make sure everyone was on the same page re: customer service. As I recall, Jack Brennan's mantra to everyone on the phones was that they would ALWAYS be answered within 3-4 rings max. I am now on hold for 1:15 minutes with no answering Crew Member to be heard from. This is ridiculous especially since VG has 3 campuses (NC/AZ/PA) plus out of country. Not to mention they must have crew that now are easily working at home. Just don't get this but too many more experiences like this and I will definitely be moving my $500k elsewhere.

by Martha Johnson, 11/23/2021

Pros: Low Fees

Cons: Inept Customer Service, Incompetence, Interminable Wait Times

I had no problems with Vanguard as long as I was continuously contributing to my investments. Invest and let it earn. If you ask Vanguard to do ANYTHING other than letting your investments passively work, you will find out how incompetent they truly are. My father, also a Vanguard customer, passed away and what should have been seamless for such a large "esteemed" brokerage firm - transferring accounts to ONE beneficiary, my mother - was the most unbelievable chaotic mess you could imagine. Conflicting information, transferred to a million different departments, promised return calls that never came. This went on forever and I THINK it was finally resolved. Suffice it to say, I have little confidence in that statement. And THEN I get to deal with the mess of being POA for my elderly mother. I found out quickly that they do not honor a lawful POA and insist on their Full Agent form, which my 91-year-old mother dutifully executed. I returned it, thankfully with documented delivery confirmation. Vanguard lost it - not just once, but TWICE! They acknowledged their error but insisted on having my now 93-year-old mother (first lost form) and then my 95-year-old mother (second lost form) go through the process again - complete with witnesses, notaries, etc. When I told them that I would NOT be putting my elderly mother through this unnecessary stress but would rather be having a lawyer contact them, Vanguard reluctantly agreed to honor it. I cannot get them to change my mother's accounts to paperless (why not?) and I had to fight tooth and nail to get her address updated since we had sold her home and I was NOT going to risk her sensitive information being out there God-knows-where. I only have about $150K invested at Vanguard but I do have right at $1M invested with Fidelity and Schwab. I will be moving my investments at some point away from Vanguard. So disappointing.

by jeff o, 11/18/2021

Pros: lower fees, diverse funds

Cons: horrible service, annoying security, marginal fund performance

Like others, I think that customer service with Vanguard approaches terrible. It is the 19th of November. I started sending emails with comments and requests as of November 3rd -- still no response. Are you kidding? We would be out of business with that kind of service.

If you are with Vanguard, you better be attached to your cell phone. Half the time, when I log on, I have to get a call, use the number provided, log it in and then I can get to my account. It may happen if you log off and then get right back on. Problem is I do not carry my phone with me.

Forget calling in unless you do not have a life.

I have been with Vanguard for over 30 years and I am starting to transfer money to a new company. I do not like the capital gains but that is better than dealing with Vanguard. It WAS a great company.

Oh, also, if you go deeper in the data, you will notice that many funds of theirs cannot meet the standard they apply to. Perhaps that explains the low fees. No one is minding the store.

Too bad new commers do not get the news from the old timers.

by Robert Boyce, 11/13/2021

Pros:

Cons: LOUZY Customer Service

Trying to get something simple accomplished, like changing an address, is useless. Website non-responsive, phone wait times endless, barriers insurmountable. Trying for almost 2 weeks to get this done. My organization is a long-time six-figure investor, now looking to go someplace else.

by Derrick, 11/11/2021

Pros:

Cons: Poor customer service. Difficult to get assistance

It is very difficult to contact Vanguard for support. The only way that you can contact them is by phone, which has long wait times and when you do get to speak with someone, they do not listen or care about what your problem is and will try to connect you with someone else who will either not answer or the call will just disconnect. I could not sign into my account on the website, or through the app. I was completely locked out of my account and the customer support person kept asking me to do things that I told him I already did. Very frustrating. For example, I explained the situation and told him that I had tried different browsers and I get the same result. I am unable to log in on any browser. His response was, "Have you tried using a different browser?". It's like talking to a brick wall with them.

by Lourdes Rivera, 11/4/2021

Pros: N/A

Cons: Poor customer service

I am a victim of identity theft. Someone opened several brokerage accounts at Vanguard on my name using my social security number. After hours of trying to get a hold of a customer representative at Vanguard, I was instructed to send an email which I did right away. After 3 days of not hearing from anyone, I called back and was told it takes 72 business hours (9-10 days) for the research team to respond! Those accounts are linked to a Central Bank and they responded within 24 hours asking for the full account numbers linked to Vanguard, so they can cancel those accounts. I explained the problem to the Vanguard representative, but he kept telling that I have to wait 72 business hours for the team to respond. Unbelievable!

by Brad, 11/3/2021

Pros:

Cons: Be aware

This company is very shady.
Need to have a good lawyer if you want to deal with them.

by Billy Evans, 11/3/2021

Pros: none

Cons: everything to due with customer service

Its a horror show trying to get through to anyone .. all i needed was a form for tax purposes and days on the phone and dont ever believe the call back option is gonna be the 18 to 38 minutes that the recording tells you its more like 6 hours later for the call back and by then youve forgotten what you needed great for a company that has several hundreds of thousands of peoples money to be treating its clients

by Owen, 11/2/2021

Pros: none

Cons: zero customer service

Virtually no one is on board the ship at Vanguard.
Impossible to contact a rep. If you're fortunate for a rep to speak with (unlikely)
they do not have the proper information and they will transfer you into another representative (also will not pick up). Total chaos at Vanguard.
Tim Buckley has turned the ship into a hurricane!
Find another brokerage firm.

by Sarah, 11/2/2021

Pros: Decent website, adequately maintained, although it seems to update in 15- or 20-minute increments, so if you're largely in ETFs, it's not "real time"

Cons: Absolutely UNACCEPTABLE Customer Service -- just appalling!

They're the largest broker-dealer in the country, but can't seem to find the funds to hire adequately for (a) their general call center, (b) their supervisory, and (c) their "change of ownership" or "expert" subgroups. Here's a thought, from a CFA, CFP, MBA, and 40+ year finance professional: Raise the fund fees by a few basis points (guys, it's not JUST -- or even primarily -- about fund fees), throw some actual money at the boots-on-the-ground understaffing problem, which is epic, or even dock the bonuses of the C-suite to fund it, and GET IT FUNDED AND SOLVED. You're in the finance industry -- ACT LIKE IT.

by Paul, 11/1/2021

Pros: None

Cons: Terrible Customer Service.

I sent a letter by certified mail last July asking for help in closing an account. I received no response, but when I called October 22nd, "Robert" told me there were notes in the system regarding my letter.
I asked him to send me the forms to close the account. Today I received forms to transfer ownership of the account, not to close it. I have been on hold again for an hour and 15 minutes as I write this. Why in the world would any company treat their customers this way? I don't expect Vangard to be in business much longer.

by Letdown, 10/22/2021

Pros: Average Web usability.

Cons: Customer Support

Have an account with Vanguard for more than 30 years. For quite some time, have experienced very bad Customer Service reps, who are more keen on hanging up the phone than helping you out ! As it is, takes an hour to get to the Customer Service Representative, who doesn't understand anything and then decides the best way for them to keep getting their pay check is to hang up on you. This vicious cycle continues. What a tragedy !

by Jess S., 10/21/2021

Pros:

Cons: Zip Zilch customer service.

I cannot get through to customer service - put on interminable hold. Been a Vanguard client for over 20 years and unfortunately feel I will transfer all my funds to another custodian. Have a significant sum invested with them and I'm infuriated with their total lack of response. A 1 hour hold time is not acceptable.

by Harold, 10/20/2021

Pros: Low cost bond funds, equity index funds are lower at other brokerages now.

Cons: Many.

I'm a Flagship investor with Vanguard for over 30 years now. Vanguard used to have designated advisors/CFP for Flagship investors and then they removed them...went to a different model where you have to pay now (even though your assets have grown). Same for their "customer support", went to a different model with phones, transferring and nothing getting done. BTW, I'm waiting for someone to pick up for over 56 minutes and counting. Hold times ridiculous.

I have exceeded the level of assets at Vanguard to be part of the Flagship Select/Plus services. However, I've been rejected twice due to what Vanguards says is their bandwidth to take on new customers with that service. Poor planning. Sure, the pandemic has hurt everyone...but if you don't offer a service anymore then get it off your website.

Aggressively looking to find what I need elsewhere.

by Cory, 10/19/2021

Pros: Knowledgeable Staff

Cons: Customer Service

Today was the last straw for my patience. I waited for two hours for customer service. The rep who finally picked up put me BACK on hold, because they weren't sure about an address I provided. That cost me another fifteen minutes, I assume because they were referencing something.

Then, they pick back up, and tell me they don't do transfers for Claiming Ownership - which is annoying since THEIR number was given to me by ANOTHER Vanguard agent. So, they tell me that they will transfer me to the correct agent, and said I would only be waiting five to seven minutes.

ANOTHER HOUR LATER, I finally get in contact with an agent for Claiming Ownership. This is unacceptable wait times, and I have been trying to get this company to do this simple task for nearly TWO YEARS. I even had a third party try to help, and THEY didn't get anywhere either.

When I FINALLY was matched with an agent that knew what they were doing, I was angry and my patience exhausted. If I had asked to speak with a supervisor, I probably would have been waiting for who knows how many MORE hours. The Staff knows their points, but the overall Customer Service is appalling and extremely aggravating to deal with.

by Mike C., 10/14/2021

Pros: Strong index and active managed fund lineup and very low fees

Cons: Customer Service - extremely long wait times and over-reliance on voice response system

I will state upfront four things; my family and i have been with Vanguard for decades (yes you heard that correct), I am a Flagship customer (to give you a sense of the amount of assets we have with Vanguard and the level of customer service), I use to work at Vanguard in the late 90's early 2000's, and i am an investment professional with all the credentials and licenses. Vanguard used to have very high standards with customer service, response times and intense management focus on client service. Now, their response times suck. Too much reliance on voice-response and pushing to use the web instead. They used to have internal metrics that phones had to be answered by the 2nd ring. It started with Brennan then to McNabb and now onto Buckley that all that matters is keeping costs low. answer the damn phone first, work with the customer and empower the phone rep to actually be able to complete the request without having to transfer. Not everything can be handled on the web. Hire more people.

by Joseph, 10/11/2021

Pros: Mutual Funds

Cons: Brokerage and Customer Service

I'm so sad to see all these negative reviews of Vanguard; right now I been on phone waiting for 15 minutes; I don't expect my patience will last long enough to speak to a Vanguard Rep. They need to fix this problem. They used to have a Message service and I would usually get an answer within a day or two, but I can't find it anymore. Been with Vanguard funds since 1986, it seems to have changed its image and culture greatly since that time.

by Albert, 10/5/2021

Pros: Not sure there are any

Cons: Worst customer service

I have been with Vanguard for over 20 years. At that time they had the lowest fees for straight forward index funds and seemed honest. 10 years later I listened to a talk by their founder which was inspiring. The founder however is no longer with them and the company seemed to have changed. Usually I don't need any support, but recently there was an issue with a contribution to an IRA account that needed to be corrected. I sent them three emails from their website over the course of a week, but no reply. Have called them 3 or 4 times and each time was on hold for so long that I gave up. Finally I was able to get through by selecting the option on the phone menu for opening a new account with over $300k and that of course got someone to answer the phone quickly. Unfortunately that didn't help because once I explained the issue they transferred me to the poor customer service queue... I am now looking for a new brokerage for my IRA, so any recommendations on this board would be great.

by Toby J, 9/29/2021

Pros: Good variety of mutual funds

Cons: Deceptive communication, inept customer service, excessive fees

I had over 20,000$ with Vanguard when they sent me emails discussing my options once I switched employers. I chose to close one of my accounts and agreed to a one time 25$ rollover fee. Vanguard only completed a partial rollover and left a portion of my balance in the 401k. They then told me I had to pay an additional rollover fee in excess of 17% on the remaining balance if I wanted it transfered.
When I called in no one in customer service could solve the problem and they continually told me the only way to get the money rolled over was to pay the 17% fee.
Make sure to be careful when receiving correspondence from Vanguard as it can be deceptive of you do not do prior research on their suggestions.
For reference my Vanguard Case number related to this was 901293

by Joe, 9/20/2021

Pros: Good investments and ease of buying shares

Cons: Bothering you to transition to brokerage account requiring excessive personal information.

Overall good experience except for the hounding you get to transition into their brokerage account. To transition you must give your employers name and address, your salary and your new worth among other stuff. The SEC may require this information to transition but none of the other brokerages I invest with ever required this info. Maybe it's time to move my money out of Vanguard and into another brokerage.

by Al, 9/17/2021

Pros: Low fees

Cons: LOOOOOOONG phone waits

If you call Vanguard's customer service number, they tell you the "low wait times" are 8-10am and 5-8pm Eastern Standard Time. I called at 5pm and waited for over an hour.

The customer service number doesn't tell you how long you have to wait or where you are in the line.

The wait time is a LOT more than it was a few years ago, or what it is at Fidelity or Schwab now.

by USA Vet, 9/14/2021

Pros:

Cons: Long phone wait times, incompetent employees, horrible system. Company appears to focus on social issues, not clients.

I was a Vanguard client for decades until last month. I transferred my Vanguard mutual funds to another brokerage firm. Honestly, with my investments being well into seven figures one would think I'd get the best service. Now, I believe that everyone gets the worst possible customer service that I have seen from any company. This seemed to me to be a gradual erosion over the past few years. I read all the books written by Jack Bogle their founder. Whenever I would causally bring up his name some people there either didn't know who he was and when they did, they dismissed his philosophy as irrelevant. I'm glad to now experience great personal service....... from a different firm.

by Mike, 9/9/2021

Pros: I have been a Vanguard client for well over 25 years. Great products with low fees.

Cons: Client services is very sub par compared to other fund companies i.e. Fidelity

I have been trying to transfer funds from a Fidelity traditional IRA to a Vanguard traditional IRA. I am now on my fifth attempt with various individuals from client services and still they cannot seem to get it right. Plus they are horrible with letting you know the status of the transaction. And don't even ask me to tell you how long it takes to talk with anyone from Vanguard. This just may push me over the edge to drop Vanguard for Fidelity or T Rowe Price.

by Caitlin, 9/7/2021

Pros: I've had my retirement accounts at Vanguard for over 15 years.

Cons: Customer Service seems to have gone downhill badly.

After reaching a person on the phone, he said he could not find me in their system after I gave him my name, last four of SS#, zipcode and one of my account numbers. So he said he would transfer me to someone else. Huh? I stayed on hold for 35 minutes then gave up. I'm trying to track down funds that were supposed to be transferred from my 403B account from my former employer, which supposedly happened 3 1/2 weeks ago. Where are the funds? I'm guessing they won't compensate me for the interest I would have earned. I've had it with Vanguard.

by Logan, 8/31/2021

Pros: My investments still exists

Cons: Lousy customer service.

Just to make it clear - I’ve had a yearlong account with them.

Today, I called vanguard brokerage account. To better understand why I hadn’t received a call from a supervisor/manager. So then, originally, I called vanguard about a sell. Was first told that what occurred, margin call, ‘First in,First out’ could not be changed once processed by margins team.

Again, for that Clarification, I asked to speak with a supervisor Tuesday, August 24, 2021. Was told I could, and would have to wait 24-48 hours. Thursday came, and no call.

I called Friday, August 27, 2021. They said, ‘we don’t know why, maybe the supervisor left early’…

I requested to receive a call…. Another wait ‘24-48’ hours.

Today, August 31, 2021, several das passed, and receive no call.
I called Vanguard brokerage again.
Client services, guy, Tomas, says ‘my supervisor doesn’t want to get involved, u need to speak with your original scheduled supervisor Thursday, August 26.

We’ll schedule u a call back between 24-48 hours. Or in other words, by Sept. 2, 2021.

Wow, what a joke.

It’s been 7 days since my request….and fir what, to be told to wait another 2 days for the original supervisor??

Worst thing thought…..customer service is lousy. I mean it. It’s like a robot, saying phrases to avoid answering questions. Damn, disappointing.

So then, why do I need to speak with a supervisor.
Question:
1. Margins sells some shares after a Margin Call. The shares they sold belong to a stock wherein I added more shares, on two different occasions. I’ll rather sell my most resent shares purchased, and keep my older shares - Margins sold my “First in, First out”.

As individual investors, can we request, after contacting Vanguard Brokerage on the same day, 30 minutes after the sale by Margins sale, to make the change - SELECT ID- sell the shares u prefer to sell?

by Rebel, 8/23/2021

Pros: I'll get back to you...

Cons: Zero customer service

I don't mean poor customer service, I mean it doesn't exist AT ALL. They have eliminated their email address and the phone is an endless loop menus and, "That's not my job; I'll transfer you." Two hours of hold only to hear, "That's not my job; I'll transfer you." After two further hours of hold I'm routinely disconnected. When they close for the day, all calls are disconnected and time served on hold does not carry over from one day to the next.

I'm taking a day off work this week to call at 8 am when they open and I'll devote 12 hours of time to being on hold and disconnected. Their fees are low but you get what you pay for.

by Alan, 8/23/2021

Pros: Low Cost

Cons: Extremely Poor Customer Service

WOW ... what happened to my Vanguard. No responses to emails or questions, too much time on building their "Stewardship Group".

by Melinda, 8/11/2021

Pros: Great returns, low costs

Cons: Terrible customer service

The Vanguard employees one has first phone contact with (not the specialized departments) have the intelligence of rocks, and that is being kind. Did they finish high school, let alone elementary school? It would even be far better to outsource these initial calls to Pakistan or Uzbekistan than deal with these morons. Repeated calls and repeated statements verifying the same information over and over again, then long hold times. At the initial call, one has to resort to being belligerent to gain contact with someone who is not an idiot. In addition, there is no place on the Vanguard website to register a customer complaint: Crystal Henderson needs to go back to working at McDonalds.

by Lou, 8/9/2021

Pros:

Cons: VERY MUCH DOWNHILL SINCE BOGLE LEFT !!!!!!

1. Vanguard screwed up a distribution to me and cost me a significant amount of money in taxes!!!!

2. I had to wait over 25 minutes today to get a person on the line about a letter Vanguard sent me about activity alerts!

3. I am going to use my RMD for a number of years to take money AWAY FROM MY Vanguard accounts!

4. Altogether, I would warn other people to go ELSEWHERE to invest !

by Rich, 7/30/2021

Pros: Vanguard treats everyone the same - - horrible service no matter who you are

Cons: Horrible customer service. They eliminated personal advisors, prevent reps from speaking on the phone, and jerk you around by waiting days to respond to emails which say they will get back to you but they never do. If you have a choice, flee Vanguard and invest with Fidelity. Vanguard has become an embarassment re customer service.

Recently asked Fidelity to receive all funds from Vanguard due to lousy service from Vanguard. While Fidelity kept me informed at every step of transfer, Vanguard never bothered to email, text or call me to let me know a transfer request had been made. Weeks after all funds were removed, Vanguard snail mails you letter telling you funds are all gone from Vanguard. A company that cannot be bothered to tell you funds are being removed before removing them does not deserve your business. Even if management fees at Vanguard are a micro fraction less, it amounts to buying day old bread at half price. Investors deserve better than Vanguard can offer.

by Viktor, 7/28/2021

Pros: None

Cons: endless loops with phone calls to customer service.

I feel that I have to say Goodbye to my 401K : Trying to rollover my account to another company since May, 2021. It is July 28, 2021 and I am still struggling with endless calls!! Don't even try what I went through: you'll die before you get your money.

by Neil, 7/12/2021

Pros: Easy to move your money out of

Cons: Poor systems and response time

Vanguard wasted a big opportunity when they let their systems degrade to being a large negative. They lucked out by the market bubble when a vegetable could get a good return. Now the other brokers have matched the costs and they are vulnerable. I used negative direction ETF’s to short the dollar and they stopped offering them over a year ago. They said these did not fit with their long term investors. I am 72 and not a long term investor and wanted to cheaply hedge my dollar exposure. I have an asset transfer in the works to return to Fidelity where I hope they don’t tell me what I can and can’t invest in. When I told them their asset allocation model was faulty - they did their usual and referred my comments up the line to management who did nothing.

by John, 7/8/2021

Pros: none

Cons: zero customer service

Long time Vanguard customer until now. All I wanted to do was change ownership from joint tenants with rights of survivorship to tenants in common. This took 3 minutes at Fidelity. Not Vanguard: minimum 90 minutes to speak with a rep (during normal business hours), and none of them know what they are doing. Each puts you on hold, averaging 45 minutes per call - which may explain why everyone else has to wait to speak with someone. They are doing their "research" to answer your question, and then give you an answer that makes no sense. So, you do what is asked from you - and yet the ownership doesn't change. Call back in a few days - same routine: cannot get anyone on the phone, someone calls you back and has no clue how to help you, does "research" and then comes up with a new nonsensical reason why ownership has not changed. Then you get an email, saying you need to provide more information to complete your request; you cannot respond to that email because the robot emails you two days later to tell you it is a no-reply email. So, you call, same routine again. You get a different answer to the same issue from another incompetent person. As I was able to accomplish this incredibly simple task with FOUR other major financial institutions with no problem, I have now moved all of my holdings out of Vanguard. They used to be great with customer service going back 10-12 years. Now? I wouldn't invest once cent at Vanguard.

by Rich, 6/21/2021

Pros: they have nothing over Fidelity and other asset managers

Cons: the worst customer service in the business

Since the founder of Vanguard passed away they have been going downhill in every respect. Their website is not much more than a marketing device, they dump shareholders offloading offerings that don't add as much to their bottom line (i.e. their 403b accounts, their annuity accounts).
There is no customer service available evenings or weekends . If you manage to get through during regular business hours you my get hung up on, the rep is just plain ignorant, or they will have to refer you to someone who can answer your question with another long wait time.
Customers are moving their money from Vanguard to Fidelity (who beats them in every aspect of the game), T. Rowe Price, even Franklin.
You can do far better elsewhere.

by KenM in Nevada, 6/19/2021

Pros: None - No better offerings than other brokerage firms

Cons: Poor Communications, Poor Customer Service, Damaged me financially

I had an account with Vanguard for over 20 years. After adding a large amount to my account received from the sale of my home they triggered a new security requirement without informing me. When I had desired to move the money to avoid a certain stock market conditions, I was not allowed to do so without completing this additional procedure. I lost about $10,000 as a result.

I will never forgive this company. I will be moving the money to another brokerage house ASAP.

by Marianne Gilbert, 6/14/2021

Pros: none

Cons: confusing online forms, poor customer service

Due to the online forms being VERY confusing, I put the wrong amount into a Roth IRA I was setting up. When I filled out the form to have the excess funds deposited back into my checking account, I was told it would take 8-10 business days for the money to be returned. A month later, the funds had still not been returned. When I called, they said the form had been "LOST". They are incredibly incompetent.

by Anthony K., 5/13/2021

Pros: Number of offerings, fees

Cons: Customer Service has significantly declined.

I have been a Vanguard Customer for 25+ years. My father 40+ years. Customer Service used to be in alignment with industry. Not now. If you have a problem with something at Vanguard, they don't seem to have an efficient mechanism to identify and fix the problem. No point person. Recent example, my daughter created her own account from a custodial account (both at Vanguard) and the cost basis was not brought over for a couple of funds. Because of this, I entered a 'message' asking what happened. Four business days later we have heard nothing. As much as it pains me (25+ year customer), I'm moving majority of funds out of Vanguard.

by robin, 5/11/2021

Pros: good program

Cons: customer service sucks!

My account had over $7000 in it and I recently received a check for $3500 with no explanation. Now my account balance is 0 and I'm wondering what happened to be over $3500 balance that should be in the account.

You can see why I'm concerned. So I tried calling them and after answering all the security questions with a representative, he places me on hold and the call gets dropped. So I called back, answer the security questions again and they transferred me over to a specialist who once again asked me the same questions including my date of hire which had been over 15 years ago, and decides to transfer me to another specialist who says that they can't answer the question and that they will have to have an account specialist call me back. Never happened.

The next day, I try calling again, and apparently, I gave them the wrong date of hire because they refuse to speak to me after that – literally.

So I called back the fourth time and after answering security questions, immediately I asked for a supervisor, this time, the lady was at least nice and allowed me to ask my question. She placed me on hold to try and do some research and said that a specialist would have to call me back. I asked her if she could answer some definition questions my statement and she at least tried. To give her credit, she was the most helpful of the 4 other people that I spoke with.

So why did my account go to 0? She said that "probably" because the balance went down below $5000, they immediately close out the account. But you would at least think you would be notified before then to give you the opportunity to do something about keeping your account open. NOPE! You're not worth their time.

By the way, I lost count of how many times they had reminded me that I am on a recorded line. And don't tell them that you're recording the call, they will refuse to speak with you – literally.

So I'm still waiting to see if they will actually call me back or do I have to get my lawyer involved to get answers.

Recommendation based on my experience – let the marketplace remind that customer service is important.

by Barbara Walsh, 4/26/2021

Pros: fair returns, thats the best I can do

Cons: Ridiculous phone waits, rude, incompetent employees

Today finally did it. I'm moving to Fidelity, the difference in their customer service
is like day or night. Fidelity is the Nordstroms, can't even think of what to compare Vanguard to.

by DeMars, M, 4/15/2021

Pros: Nothing

Cons: Everything

It's been one headache after another with Vanguard. This last incident has thrown me off the edge with their lack of customer service! A month ago I try to create my kids college fund but when I logged into the site and got my kids information into the system, I noticed my last name was an old name. I called and spoke to someone and was told I needed to send proof of a name change and the plan would be updated. Easy, right? Wrong...The letter of instruction had my current number (not the plan that needed to be updated) Cause why would they put the right plan number that needs to be updated? I sent in what I needed based on their email of instruction. A month later I hadn't heard if they got my request, if there were any issues, etc..EVEN though their email of instruction CLEARY said, we will overnight confirmation of changes. ARGH! Never heard a peep from anyone! Not to tell me hey, we received your request but by the way this is the plan that needs to be updated not this one, please provide us with a new letter with the correct plan number! I had to call and follow up! Its been on thing after another with these guys! Horrible customer service

by MW USA, 3/27/2021

Pros:

Cons:

I must admit, VG appears to have solved the problem of dealing with one mode of customer complaint, so far as I can tell from the website today, they have entirely removed from their website anyplace any link for submitting any customer feedback in any form on their website. Rather terrifying for "normal" VG customers I would think!

by Gerard Callaghan, 3/24/2021

Pros: None if you are a beginner with $10,000

Cons: Arrogant, rude, disrespectful, with robotic re-directions to read PDS for information.

After one month of emails with Vanguard Support, I ended up so frustrated that I felt I must be very stupid.

Instead of simply informing me that I needed to engage one of their Financial Advisors, they ignored my simple direct questions, and re-directed me to PDS web-based information.

At first, it didn't dawn on me that I was being disrepected and regarded as too important to deal with, until I received a 'cut-n-paste' reply - an almost word for word copy of a previous query. I was simply pointing out that they hadn't anwered my question.

The late John C. Bogle, who cared about small-time clients, must be turning in his grave, RIP.

by lg, 3/12/2021

Pros: Used to be wonderful to work with for 7 years, but post pandemic.... bad

Cons: Waiting 6 months to close a work account and open personal

Vanguard accounts for 7 years and they were always informed and helpful. Been trying to close a work accounts for 6 months and open personal accounts.
Has this company been sold?
Call every 2 weeks, on phone at least 2 hours each time. Have to log out of work to make calls so lost wages. No management will step in.
Example: Today was transferred 7 times - but each time they required me to explain the issues before they would transfer me. 1 hour later - no solutions...only lets close out my initial Sept requests; and begin process over again.

set up cases for management to assist - they do not call back.

Hope someone at Vanguard reads these messages and steps up to the problems and addresses a fix. thank you for letting me describe your issues.

by Carl, 3/10/2021

Pros:

Cons: HORRIBLE CUSTOMER SERVICE

I am trying to close out my father‘s estate. He had some funds invested with Vanguard. As I’ve tried to get the funds distributed to my self and family I keep hitting a brick wall with trying to get vanguard to release the monies. They tell me I need to fill out this form and that form. I do that and then they don’t call me back. When I called them to see what the statuses they tell me there’s other forms that I forgot to fill out. Then they make you wait for the forms and then you fill the map out and then wait for them to call again to no avail. Then you call them and they tell you that you need to get some papers notarized.I’ve already talk to them four or five times and each time they tell me that as soon as I finish that step the whole process is done. They are liars. Do not I repeat do not invest with this company or you will not see any of your moneys in a timely manner.

by Laura McCabe, 3/10/2021

Pros:

Cons: Customer Service is non-existant

I can't stand Vanguard!!! Any ill feelings from me towards this company has been earned by their complete lack of customer service, which I would rate be in the negatives!!!! The WORSE by far. I'm trying to get my deceased mother's account worked out and I have been transferred and placed on hold multiple times. Why would I ever keep ANY money with this company? Also, when placed on hold, I get caught up in an endless cycle of terrible, scratchy music with no option for a call back. What's up Vanguard?

by Patrick, 3/9/2021

Pros: some mutual funds with solid strategy and performance records

Cons: betrayal of Vanguard's founding commitment to index investing

When Bogle was running Vanguard, it had a clear philosophy that gave it a clear advantage: Don't try to beat the market, let the market lift you along with it. And it worked.

Now it seems nearly every communication from Vanguard is a pitch for you to hire one of their "financial advisors" — to help you try to beat the market?

I've been with Vanguard for over thirty years and will leave the investments I have there that have done and continue to do well. But I won't be making new investments with them. The transparency is gone, the service is gone, the coherence and philosophy are gone.

At this point, Schwab, for instance, does everything better.

by Alan, 3/1/2021

Pros: Good selection of funds, low costs.

Cons: Customer service is awful

I've been a Vanguard client for more than 25 years.For quite a while it was fine, especially if you had a lot invested. Today I wanted to get a form to make a small change to an account. No way to get it on line; they want you to make the change on line but the process is a mess. So I called and after holding for an hour got a guy who said he'd send the form to my mailbox and I could print it. But all he sent was a link to the online method. Tried again and couldn't even get through. And my 1099DIV was flat wrong; they corrected it a few weeks later. Low costs aren't everything.

by Jim Ronk, 3/1/2021

Pros:

Cons:

I have become very frustrated with trying to reach someone by phone in Vanguard customer service. The wait times seem to be getting worse and worse. Right now I have been on hold for over an hour. I am trying to get clarification on a letter I received from Vanguard which was vaguely written.

While I am waiting on hold the same message is repeated time and again and then loud scratchy music fills in the rest of the time.

Vanguard is simply going too far with their cost cutting. I used to like dealing with these folks, but they are the worst.

by David, 2/26/2021

Pros: None

Cons: Unresponsive to phone calls. Online is not good enough for my situation.

I have been trying to get my deceased mother's 1099-R do do her taxes but I can't get a hold of anyone at Vanguard even after sending a secure message. Really terrible customer service with long wait times. I am about to give up. Don't invest with them.

by D. Nighswander, 2/22/2021

Pros: None. Nasty, rude, ignorant people who can't answer a question without blaming you for their errors.

Cons: Since October of 2020 we have been trying to rollover a 403B account after my wife's retirement. We have submitted the forms three times each time they say that they tried to contact us because there was a problem with the form. We only got one email saying everything was received. They lie.

We did not choose this company and will not recommend them to anyone Customer service has stalled for 5 months. They first would not talk to us. They said we needed the account number. They never mentioned it was her Social Security number. We had to find the person who use to be the contact person at my wife's former employer to find out the account number.
Then it was that they had to have the authorized person at the company had to approve the roll over. The company no longer exists.
We found someone at the company that bought them to sign the form. A month later they have had the form in their hands since October. We called to check status. Vanguard said we never dated her signature.
Runaway from this company they SUCK!

by Godfrey Smythe, 2/4/2021

Pros: None

Cons: Online service, trades, simple sell trades, Customer Service is the worst

Yesterday I was put on hold for 1½ hours. Then I hung up.
There are many, many problems with Vanguard. I am now leaving them at last, & I have reported them to the SEC.

by Monica, 2/2/2021

Pros: None

Cons: This is the worse company I have ever worked with!!!!!

I have been trying to change my account for over three months. All I get is the run around after being placed on hold for over 30 minutes. I have spoken to three different representatives who all gave me different answers to the same question. After getting very frustrated with the bad information I ask to speak to a manager. I was told that my request was made and a manager would call me within 24 hours, it has now been an entire week and I have yet to hear from anyone.
Do not entrust your money to the company, they have bad customer services and poor business practices. You can not get access to your money when you really need it. This company has declined tremendously!!!

by Daphne, 1/28/2021

Pros: good trade execution

Cons: Many

I have been with Vanguard for over 20 years-Flagship. After Jack Bogle died the customer service fell off a cliff. Hold times are outrageous. Were talking hours. Sometimes u get the prompt that they will call you back but not always. Their reps are substandard. You get transferred around because they at times cannot answer your questions. If they cannot even take minimal care of their customers it's hard to trust them with my money. ...... Again super awful customer service, been going on for months but they always say things like "tax time, market volatility, Game Stop etc".......the excuses never end. I would not trust them. Stay away.......

by Richard Von Nida, 1/26/2021

Pros:

Cons:

I have called 4 days in a row wanting to ask some basic questions. The automated system indicates they will call back. I am still waiting. No response. Very bad customer service.

by mike, 1/21/2021

Pros:

Cons: Horrible horrible horrible

Have traded stocks for year, on many brokerage site. Vanguard is BY FAR the WORST. If you have any issue just forget calling them because you WILL NOT TALK to anyone within ONE HOUR. They should not be offering brokerage services as they are unable to provide even a minimum level of service. AVOID, or trade at your own risk. If you have any issues you will be alone and unable to reach someone. SHAMEFUL.

by Ron, 1/19/2021

Pros:

Cons:

There website glitches when simply changing my pass ended with saying I'm locked ot for trying to enter pass to many times- huh?

Rep then helped me. Everything info was perfectly entered but I couldn't access my account. Rep then filed a tech ticket for me, but 11 hour later haven't heard from them.

Received an email saying I can't use online because of security.

I'm a long-time investor, now will switch to Vanguard on paper and use my other investment company more and Vanguard less.

I'm hanging up my phone now trying to make a purchase after 27 waiting minutes.

Sad, Vanguard had been the very best... a worthwhile nonprofit investor business

by Jenny, 1/15/2021

Pros: None yet

Cons: Website issues, cannot reach representative

I've just opened an account on the Vanguard website, they took my contact information (had to enter twice), and bank account, and thanked me for opening an account. After that, no information on creating a login or password. I tried to create an account via their login page, by entering my personal information + SSN# (again), and got a message that I had to call their phone number for assistance. Their phone number which put me on hold for 30 minutes, then hung up on me. High call volume message on their help page, with no phone number to contact. Must be all of the problems that people are having with this website. After entering my confidential bank and SSN information, then not showing any record of entry, I don't feel confident in Vanguard's services. Once I get a hold of a live person, I am cancelling this account.

by Very Unhappy customer, 1/13/2021

Pros: I have nothing good to say

Cons: I have only negative things to say - see review

1/13/2021
I posted a review on 1/7/2021 and things have only gone downhill for me. I first followed up on Vanguard's request that I transfer my traditional IRA to their brokerage account on 12/21/2020. I was told the processing time would take 2-3 days. It is now 23 days later and my account is still effectively frozen. The telephone wait times are huge - 1-1 & 1/1/2 hours to get through to a "live" person. I have now called 5 times over the past 23 days. Each person I speak with is nice and always promises that the will send an "urgent" message to the correct department and that the transfer will be completed in the next 2-3 business days. Of course none of that happens. Today, I am just completing 1 hour of waiting on the telephone just receiving the same automated message apologizing for the wait time and promising that "an associate will be with you shortly." Pure BS!. If you ever think you will need assistance from Vanguard, don't leave your $'s with them.

by John Ritchey, 1/7/2021

Pros: Cheap

Cons:

Very poor over past few months. I manage 5 different Vanguard accounts. Access to customer service is awful. Don't call within 45 minutes of stock market closing and expect to get any personal customer service. Wait times to speak to a live personal typically exceed 1 hour. And, don't respond to their request to transfer an account to their brokerage service. I started the process Dec. 21, 2020 and now it is Jan. 7 and I'm still waiting. I'm going to roll over these accounts to TR Price or Fidelity. Very frustrated.

by Mike D, 1/6/2021

Pros: Low cost

Cons: Service is beyond awful.

Am a Flagship client and been with Vanguard for 20+ years. Service lately just awful. Wait time to call Flagship often exceeds 30+ minutes and callback feature doesn't work for me. Vanguard suggests the failure is with my state-of-the-art iPhone, that happily accepts calls from every other phone in the world. Tried to schedule telephone appointment with my Flagship rep and next available appointment is next week. Getting ready to pack up and leave.

by Tommy, 1/4/2021

Pros: Okay online platform

Cons: The WORST customer service I've ever had. In fact, I'm currently on hold with them for over 30 min as I write this...

Avoid Vanguard. Avoid Vanguard.

by Matthew, 12/18/2020

Pros: web interface worked well. When things run smoothly it's fine

Cons: The worst customer service I've ever dealt with. It's always your fault. Incredibly inefficient processes. Have received zero support.

They will not contact you to tell you ANYTHING. I was never notified whatsoever before they cashed out my 401k loan and now I will owe tens of thousands in taxes. My fault. In trying to roll over my funds to another lender, the funds have now been tied up for almost 2 months. My fault. I've been lied to about checks being mailed. I've been held on the phone for dozens of hours. I still don't have my funds. I have incurred more than $20k in losses due to these funds being tied up. I have no recourse.

by Cheryl, 12/14/2020

Pros: NONE

Cons: Won't Give Me My Money

I've been trying to cash out my 401K money from a previous employer since August 2020. It's now December 2020 and I still don't have my money. First they sent me the incorrect amount. I was with the company under 6 years so I was not 100% invested so Vanguard should have prorated my 401K. They reissued the check and sent the same amount!!!! How stupid can you be? Luckily, I was honest about it and called to tell them. I am now working with my former employer and they are trying to help.

by Victor Nuñez, 12/11/2020

Pros: None

Cons: Long wait to talk to someone who might not be able to help you and transfer you to someone else

Not sure where to start. If you use your lunch break holding to talk to someone you will go hungry waiting. You will hold for a long time for someone who can’t even help you and will just transfer you to someone else. I hope newer online companies take all their business.

by Vanguard Customer, 12/11/2020

Pros: good fund

Cons: Horrible customer service.

Hold times are over 30 minutes to speak to a representative. I have been trying for 2 weeks to get a transfer of ownership on money from an account. I have Called 4 times and been told its all handled and will process in a few days only to call in a few days to be told the same thing again. You are unable to speak to a manager and nobody cares to help you or know what is going on. A scary place to have your money. Going to take mine out and find a place where customer care counts. Their Flagship services are a joke.

by Jeff, 12/3/2020

Pros: I have been with Vanguard for many years and many of complaints posted here I have not experienced. I use their advisory services and have an assigned account rep. Vanguard does control their costs and their site is not intended for hand-holding rather for folks with 500+k. I have used Fidelity and their security is very similiar to Vanguard.

Cons: Like all brokers, you get what you pay for. Vanguard has the lowest cost ratio of everyone.

Because I use the advisory service, I do not experience any of the issues that have been mentioned in this post. They manage my retirement nest egg and am extremely pleased. All the tax forms are picked up electronically from Turbo Tax and my accountant with no issues. And I like the fact that they use 2-step authentication - the more security the better.

by john fitzpatrick, 11/30/2020

Pros: on hold one hour

Cons:

Vanguard obviously has a 'designed' Staffing issue which due to costs they refuse to address. Clients continue to suffer accordingly.

by kevin, 11/30/2020

Pros:

Cons:

A horrible company with a customer is always wrong attitude. I have accounts at Schwab, TDAmerica, Fidelity, FirstTrade, and Morgan Stanley and Vanguard is the worst of all, by far. They absolutely suck.

First of all they keep changing their funds around in terms of allocations and merging their faiures.

Secondly they do not accurately track your cost basis in taxable accounts, so you will immediately be in conflict with the IRS.

Then they change the rules to access your account after you open in, with nonsense like two factor authentication, or decide suddenly they don't like the address you have used for years.

And then there is the WRONG answers they give regarding their own 401K plans from their CSRs.

Avoid this 5th rate company with a major attitude problem.

by RON Garthus, 11/28/2020

Pros: None

Cons: dont invest with Vanguard

wont give me my money.

by THOMAS BURKE, 10/4/2020

Pros: YOU ARE INEXPENSIVE

Cons: BUT YOUR PROCESSES SUCK

I JUST TRANSITIONED MY ACCOUNT TO YOUR NEW FORMAT. WHAT A FREAKING HASSLE----MORE COMPLICATED THAN MY 1040. DO THIS--- DO THAT--- THEN AFTER 3 DAYS GO TO MY BANK ACCOUNT AND FIND THE CENTS YOU SENT ME--- THEN GO TO YOUR WEB SITE AND VERIFY IT , ONLY TO FINDI THERE IS NO PLACE ON YOUR WEB SITE TO VERIFY IT.
NOW I WILL HAVE TO WASTE MORE OF MY TIME CALLING ONE OF YOUR CLERKS----THEN BEING PUT ON HOLD FOR 30 MINUTES-- THEN TELLING HER i VERIFIED IT. I AM SURE SHE WILL BE CLUELESS.
WHAT KIND OF JACK ASS DESIGNED THIS NIGHTMARE SCENARIO?
I SURE AM GLAD YOU HAVE ONLY A PIDDLING AMOUNT OF MY INVESTMENTS. AND BELIEVE ME YOU WILL NEVER GET ANOTHER PENNY!

by Ross, 9/15/2020

Pros: Low Fees

Cons: Long telephone waits. Does not accept TOD (transfer on death). Difficult website.

A brokerage relationship is a trust. A brokerage that does not position themselves to support their customer can represent a severe risk to the wealth and wellbeing of the customer ... and hence is untrustworthy.

I have experienced several adverse service experiences with Vanguard. The first is an unacceptable wait time to speak to an advisor ( greater than 30 minutes). Delays of this kind can be very concerning and costly $$$ . The second is late posting of transactions on their website. Again, delays of this kind can be very concerning and costly $$$. The third is a website that is difficult to navigate. A fourth is Vanguards' inability to offer the TRANSFER ON DEATH (TOD) option at the passing of the account holder. This forces probate expense and risk exposure for the customer wealth.

Savings realised on investments may be mitigated by losses incurred by Vanguard service performance.

All the preceding should be carefully considered before investing with Vanguard. We are considering closing our experience with Vanguard and returning that portion of our investments to our conventional brokerage. We most certainly will not invest further with Vanguard.

by Thomas Linton, 9/12/2020

Pros: Low expenses

Cons: Virtually no service except by snail mail.

Received a letter by mail "conforming" a transfer of part of our account to another class of securities without prior notice. Told in the letter to contact Vanguard "immediately, " I called repeatedly - nine times - over three days, waiting at least fifteen and up to thirty-six minutes, and sent two emails on a form they have that promises a reply. The calls were not answered, and neither were the emails.
I am inclined to write and close our account if it is ever possible to communicate.

by LongTime Customer, 9/3/2020

Pros: Decent returns on index funds; variety of sector funds, money market accounts

Cons: Customer Service is SUBPAR

I have been an account holder at Vanguard for 28+ years. Recently I have to assist family members in managing their accounts (via financial POA) and an estate account. Vanguard's Customer Service is SUBPAR. Widely divergent instructions on required documentation to transfer and establish trust accounts or to be added to existing accounts, no follow up, and impossible to get a live person to assist you. It may be time to move to a competitor - Fidelity, Schwab.

by Greg N., 9/2/2020

Pros: None

Cons: Sudden and rapid decline in service

I was a Vanguard fan for a long time and within the past 6 months the service has gotten horrible. I have been provided misinformation on how to transfer securities, differing and conflicting information from different people - and changes made to my account without my knowledge. I have been a Flagship customer with supposedly a higher level of service based on my investment level but its a joke. I used to have a dedicated rep and that's been eliminated....30 minutes to wait for a rep? Im looking elsewhere....

by John, 8/26/2020

Pros:

Cons:

I have been a Vanguard mutual fund investor for about 50 years. Since John Bogle left service has gone downhill. I was supposed to get a call back but never did. They do not have enough phone support. I am considering moving my $800,000 to another fund company probably Fidelity.

by Derek, 8/26/2020

Pros:

Cons:

There are reports on the Bloomberg and AAstock websites that Vanguard HK and Japan will be closing down. Yet when I visit the HK Vanguard website there is no mention of such an event happening. What is going on? I'm invested in Vanguard ETFs. I thought ETFs are supposed to be for the long run.
I'm really surprised and disappointed that the Vanguard HK website has no announcement on its own website that it is closing down and investors find out this news from other sources. It's a bit like your best friend telling you that your wife is divorcing you rather than the wife telling you direct. I've now got to figure out what to do with my Vanguard ETFs.

by Cynthia, 8/24/2020

Pros:

Cons: No customer service

On hold for over an hour. Website doesn't deal with what I need. No "call back" option. So I sit here? All day????

by John, 8/7/2020

Pros: low fees

Cons: accounting

really liked Vanguard until they lost a 25000.00 check
I have a copy of the cashed check but they cant see where it was deposited, they are currently investigating it and I'm supposed to check back in five days, meanwhile the stock market goes up and i'm losing

by Matt, 7/15/2020

Pros: Not really sure

Cons: Support is a joke.

I opened a small biz 401k. I called to ask what my options were for enrolling employees. The customer service rep (Steven from Retirements) gave me two options that I had not heard of. When i asked what they were, his response was "It’s like a small business, where you can go ahead, similar to how other employers are where you can contribute to your 401K and you can match it. " and then got frustrated and transferred me when I told him I didn't know what that meant. Shit Service.

by Melvin, 7/7/2020

Pros: Fees

Cons: No support

So i had a simple question, just basically what is my account #. It's not very clear on statement. I callled many times, on hold of over an hour, no one picks up. Every five minutes you hear a ring then a pre-recorded message saying you can go online and do stuff. I called two other numbers, one of them allowed me to keep my place in line by them calling me back. Welp they call back and when i pick up, they hang up! WTF.

Do yourself a favor and do not give them your money. Use a competitor instead

by Dennis Wanlass, 7/3/2020

Pros: Friendly, always apologetic for shortfalls of customers service and commitments. Always can find blame within other departments. Are overly optimistic in their ability to solve Issues and problems

Cons: Never perform up to their commitment. A lot of finger pointing within the company to other silos or kingdoms within organization. You get lies, different information on same matters. You can always depend on what they say or commit to, to be wrong and never Happening on time

I needed to separate an LLC account into 4 separate individual Accounts equally (tax basis of holdings would be the same). Completed as directed the paperwork required ( as sent to me), Signed, scanned and emailed it back as directed. Verified by phone they had everything needed and Received commitment that it would be completed within two days. That was June 12th. Since that time it is now many false statements have been made, many commitments not met, substantial errors made in the cost basis allocated to the 4 individual accounts that significantly modified the tax basis of the individuals. There are also significant technical issues with their platform interfaces canning delay in visibilities enabling the ability to trade. It’s now July 2nd and I see no end in sight that will bring this to a correct conclusion. This an 11 million dollar account but has very little attention, I guess Vanguard has lost their time of essence and commitment to quality and service. While they now tell me the account are separated Correctly, while not being able to see it on the customer platform, I can trade. Needless to say at this point I have little faith and hope in the back office of Vanguard getting it done correctly. All should be beware of Vanguards Inability to protect account integrity and follow direction to assure transactions are recorded properly and corrections as always needed are addressed as they should be. I have moved a separate account from Vanguard to Fidelity and the service, attention, quickness, robust information and tools are significantly much better. On a 1-10 scale , Vanguard is a 2 and Fidelity is a 9. Good luck if you stay with Vanguard. Do not say you were not warned
A frustrated Customer who has lost all hope and faith in Vanguard ability to record, correct and maintain the integrity for my large Flagship accounts. They have become slow, non responsive, bureaucratic, defensive , deceitful in responding to questions and defending their actions. It too bad , it was not always like this. My last issue and correcting their errors made, is still not uresolved after 3 weeks. Sad sad sad

by Frank, 6/12/2020

Pros: Nice paper printouts

Cons: Old data and social justice nonsense

Get with it, Vanguard. I am not paying you to enlighten me about social justice issues or interested in your bleeding hearts. You have MY accounts for business purposes. You want to start a chapter of BLM then take up a collection and pity party elsewhere. On the accounts page, try to have the user account in sync with the current market data for a change. The web design is pathetically pedestrian so please hire somebody that knows some dynamic HTML. That should keep you all busy enough so you have less time posting inane social justice messages on your website.

by Craig M, 6/11/2020

Pros: Low cost

Cons: Poor service

I have been trying to do a simple Roth conversion and over the course of three days I've had to contact Vanguard at least six times spending up to an hour on some occasions on the phone with them trying to get a simple Roth conversion completed. I have received inaccurate or incorrect information on several occasions and even when the information seems to be correct the next day someone new comes in and the processor decides that they don't want to do it the way that the customer service rep said we could and they throw a monkey wrench into the works. To make matters even more frustrating there is no information on their website with a number that you can use to call to make a complaint or to send an email. I'm looking to move my money from Vanguard so that I won't have to deal with this in the future.

by Kristin147, 5/27/2020

Pros: None

Cons: Incompetent, No Customer Service

I have been trying for 30+ days to get the distribution check from my 401K after retiring. The website for self service was very confusing. It appeared as though the check would be sent to my home. When I called to get status on the check (after 15 days) which I thought was coming to my home, it was sent the the custodian of my IRA. So they agreed to cancel that and send a new one to my home. Called today (another 15 days later) and turns out that check was also to the custodian of my IRA. I would have to pay to change the address. So the replacement check was never going to go to my home in the first place. No customer service, no taking responsibility, just wanting more of my money.

by EMSuanno, 5/22/2020

Pros: None that I've experienced thus far.

Cons: No Service whatsoever!

I have been experiencing the same situation as CATHY 4/7/2020, and I'm still waiting for an inheritance from my mother. The don't acknowledge receiving your mailing, so the only thing you can do, which I did, is send ALL YOUR MAILINGS to THEM via CERIFIED-Return-Receipt-Requested or via USPS Priority Express, so at least you have proof of what you have done. THEY WON'T CALL YOU and they said they mailed me something, which I've never received. I may have to hire an attorney, at $500. an hour, to get my inheritance from them, in which case I may sue to cover my expenses.

by Cathy 04/07/20, 4/7/2020

Pros: Worst experience I have ever had with any brokerage firm I have dealt with to date!

Cons: Poor communication, when something was needed that was missing NO ONE called to tell me, NO ONE gave me the same answer twice, never experience a worse runaround for anything in my life

Vanguard is poorly run, their staff, although courteous, are poorly trained and can't communicate the entire necessary instructions when asked. My father died in June, 2019 and the estate, which was perfectly done by my parents, has take until now(4/7/2020) to POSSIBLY be near the end. If I hadn't called to see what the status of my final inheritance amount was, I would have been sitting around thinking everything was completed, BUT NO, my brother had to sign the papers that I sent in already. No where did it say that this was necessary in the reams of pages they sent me! Now we have the Wuhan virus in the US and it need some kind of "medallion" on it from a bank, and they are all closed. Never, Never, Never invest at Vanguard.
I would have given them a NEGATIVE 5 stars if I could!!!!!

by Paul Gravatt, 3/10/2020

Pros: None

Cons: Bad service

These people poorly trained stay away if you have a choice. Horrible to deal with I'm ready to retire no way will leave my money with guys.

by NIKOS, 3/6/2020

Pros: Was good before it grew into a behemoth

Cons: CAN'T GET MY INCOME TAX FORM TO FILL OUT OUT MY TAXES

I HAVE BEEN GIVEN THE RAN-AROUND WHILE TRYING TO GET MY 2019 TAX RETURN DOCUMENTS. LONG WAIT ON PHONE TO TALK TO A SERVICE REP; THEN TOSSED TO ANOTHER, ANOTHER LONG WAIT, AND WHEN TRIED E-MAILS I RECEIVED A COMPUTER PRE-RECORDED MESSAGE TO DIAL A PHONE. DIALED IT, LONG-LONG WAIT, AND i HUNG UP. THEN I RECEIVED AN EMAIL TO "CALL THE NUMBER BELOW" FOR MY CASE, BUT THERE WAS NO NUMBER BELOW!!!!!!!!! I MAILED A LETTER ASKING FOR MY TAX RETURN DOCS, I RECEIVED A COMPUTERIZED MAIL NOTICE THAT i WOULD GET MY INCOME TAX DOCS BY LATE FEBRUARY 2020, BUT IT IS MARCH 6, 2020 TODAY AND I HAVE GOTTEN NOTHING. VANGUARD HAS BECOME A BEHEMOTH AND ITS SERVICES HAVE BECOME CLOGGED. I DECIDED TO EXPOSE THIS BECAUSE I UNDERSTAND THAT IF I CANNOT GET MY INCOME TAX RETURN FILES FROM VANGUARD, LESS EDUCATED VANGUARD CLIENTS TRYING TO GET SERVICES WOULD GO BERSERK IN THE VAST VANGUARD COMPUTERIZED FINANCIAL BOG!
Nikos Retsos, retired professor of political sciences

by Michael Bantner, 1/11/2020

Pros: Low fees

Cons: Customer service, it platform, security uirty

I retired from the federal government and wanted to transfer my 401k to Vanguard. After sending me an email that stated all my paperwork had been processed and mailed to TSP, I received an email that my transfer was cancelled. The person handling my transfer was in training and nobody could help me. Finally a week later I received a call that my paperwork had been sent. ? The woman on the phone said I received the confirmation email and the cancellation email by mistake. I pushed it up the ladder and never heard back. Then I received another cancellation email! Finally a month later the person handling my transfer called and left a message. Too late, I had already visited a firm (in person not online) and invested with that company. Low fees at Vanguard but even lower IT platform and customer service. I now pay a broker slightly more to be fully engaged with me and help me with decisions. To all TSP members, avoid Vanguard if you want to protect your life savings....,,

by F,W. Street, 12/30/2019

Pros: NONE

Cons: worst Company ever...you will not get your money back !

Have been trying to transfer funds for 30 days from my mom's inherited IRA...keep getting run around waiting on hold for 2 hrs...team says waiting for dividends to get deposited which is BS....they cant even send money from one account to another account inside their own company. I transferred money from Schwaab to E trade took me 3 days...Ameritrade to Schwab 2 days......this company is corrupt as they come !

Hold time on phone is at least 2 hrs....hope you didn't make any plans for your day !

DO NOT GIVE THEM ANY MONEY !

by anonymous, 12/8/2019

Pros: Low Fees

Cons:

Vanguard is good at taking in your money. But when an account holder dies, Vanguard goes out of their way to add to you grief. You will wait over an hour every time you call. When you reach a live person, you are given insincere condolences, provided with no useful information, and told to submit a series of redundant forms. We are your customers who deserve to be treated as something other than criminals. When I straighten out my relative's account, the money will go to Fidelity along with my wife and my Vanguard IRA accounts. I will not put my family through this when I die. Shame on you Vanguard management. If your bonuses depended on retained customers rather than keeping costs to a minimum, maybe there would be a different result. In the meantime, I will reward this unprofessional and unacceptable behavior by pulling my accounts.

by Joe- LT Investor, 10/15/2019

Pros: Low cost funds

Cons: They act as if YOUR money is THEIR money

I have several brokerage accounts - all except Vanguard have fast, dependable transfer of my money to various external accounts- really...I only transfer to my personal checking account.

Vanguard's hierarchical and grasping manner is all about treating you like it's THEIR money. They make it difficult and long- all designed to say "We know what's best for your money, not you."

I'll be closing my account shortly.

by Scott, 10/9/2019

Pros: Fair money market rates

Cons: Employees are not focused on the customer and managing portfolios

The employs are forced to attend town halls and meetings where LBGQT people have hijacked the meetings for attention. This is really prevalent in the last 5 years. I don't need sexuality focus in the workplace. I need competent brokers with their minds on the work of trading and managing portfolios.

by ej, 10/8/2019

Pros: decent money market rates

Cons: phone people cannot help, "security code" games

I am angry that even when I have proper log-in information and even when I answer pre-asked questions correctly I cannot access my account online. To call is a waste of time. The people are polite, but cannot resolve the problem. I don't carry a phone, so I cannot access my account. I have already moved most of my Vanguard accounts. I suspect I'll close it all very soon.

by Daniel, 8/13/2019

Pros:

Cons:

Since last night ability to access accounts has been ranging from erratic to impossible.
Law suits should be considered for inability to trade or see holdings.
Impossible to get thru by phone or leave message (told message box full).

Is it time to find another place to have your funds?

by Laura, 8/7/2019

Pros:

Cons: Can’t believe anything they tell you

If you want your money, good luck! They will give you the run around endlessly. They will make up “rules” as they go to delay giving you your money or closing an account. They out right lie to you saying things will be done or mailed and don’t do it. And when you call to see what happen they have another lie for you. Sometimes they said they need something else, an error , or some kind problem or give you a “rule” why things didn’t happen as they said it would. Liars, cheats, thieves.

by James, 7/20/2019

Pros: none

Cons: the absolute worst experience of my investing life

This will be a very abbreviated saga of torture. I'm a retired lawyer. A dear friend died in January. I am the power of attorney for the widow. Once a spouse dies the joint account must be closed and a new individual account opened. We have managed to accomplish this without turmoil at Fidelity, Santander, and BNY. The mandatory restructuring at Vanguard has been torture. My Friend had a 401(k) and a non-retirement account at Vanguard. After months they finally recognized my POA in the non-retirement account and we got that account resolved. You might think having jumped through all the hoops and being recognized as the POA would be company wide. WRONG. After 4 submissions of POAs to the "retirement" side including a lawyer form, their form, different their forms, following the oral instructions from different reps, more different instructions, more different reps, I finally threatened to sue last Friday with the 88 year old widow on the phone with me as they insisted.That at least got me a designated rep with an actual extension number. Ahhh progress after only 7 months. She promised to send the 401(k) rollover forms immediately. Yesterday a week later I called Ms Rep to ask where the forms where. Of course she didn't answer the phone nor call me back as requested. Ms. Rep called the 88 year old widow who understands none of this and has never written a check, which is why I'm involved in the first place. Apparently, Ms Rep proceeds to spend the entire call emphasizing that she will not deal with me only with her. Said she would resend the "lost" forms. The poor widow's attempts to explain that she understands none of this, has known me for 44 years, trusts me implicitly to take care of this mess and requested that they deal with me were ignored and rejected. The widow called me upset and on the verge of tears.Tell everyone you know to get away from Vanguard as quickly as possible unless they hate their heirs in which case Vanguard is the perfect torture chamber..

by Walsh, 5/21/2019

Pros: None

Cons: Can’t get my money

As others have said, making a withdrawal is fraught with problems and delays. You annot speak with a live person in processing. You call the main line and get nowhere, and the call center people cannot research the “issue” and call you back, as they cannot make outgoing calls, so you call back and get a new person. Obviously Vanguard strategy is to hang onto your money as long as possible. I will be taking my money elsewhere....if I can get it out, that is.

by JM Miller, 5/15/2019

Pros: Low costs

Cons: Pseudo Customer Service

Amid the hype about Vanguard’s consumer orientation, I’ve never seen discussed what I take to be their paralyzing risk aversion. I’ve had significant retirement assets invested with Vanguard, and here are two of my experiences:

[1] I was assigned a Vanguard advisor to help with my investments. He made several errors, including recommending a certain roll-over, which turned out to have tax consequences of over $10,000. I complained about the erroneous advice and was told that Vanguard did not give tax advice. However they had, and were now just avoiding responsibility. Discussions with advisors are recorded by Vanguard, and I asked for the recording to prove my contention, but they refused to provide it.

[2] I hold Google stock through Vanguard, and wished to present a proposal at the Alphabet Inc stockholder meeting. Alphabet naturally required a letter from Vanguard stating that I actually was a stockholder, and to my surprise, Vanguard refused to provide it, effectively depriving me of my stockholder rights. Several weeks of emails, phone calls, threatened complaints to the SEC, and lawyer letters followed, until Vanguard finally relented and provided the required statement.

Vanguard’s transaction costs may be low, but the hidden costs of trusting one’s investments to them can be high.

by Aurel, 4/6/2019

Pros: NONE

Cons: Numerous account errors

Numerous account errors. Can't get corrections even after talking to a customer representative.

by Aurel, 4/6/2019

Pros: NONE

Cons: Numerous account errors

Numerous account errors. Can't get corrections even after talking to a customer representative.

by Chris Wiedemer, 3/21/2019

Pros: none

Cons: none

I have been a Vanguard individual investor for years, and I have considerable funds I have been trying to transfer from another mutual fund institution into Vanguard. Yes into Vanguard. The process starting late January and I just got off the phone with Vanguard and they are stil not able to transfer the monies, even though I have sent them all the documentation with signature guarantee TWICE. Their customer service has been absolutely terrible and if someone just looks at the notes recorded, they will read or even hear the frustrations. I suggest folks consider using Fidelity or some other low cost firm. And if someone does not resolve this for me in the next 72 hours, ( it is 3/21/2019) I am pulling all my money out of Vanguard and will go on social media to alert potential customers how difficult it is to try to GIVE Vanguard business, not to mention their absolutely annoying and almost abusive commercials that I could not seem to bypass when calling the "contact us" phone number listed on their website under account transfers. Vanguard Senior Management, if you read this and would like to keep my business, have a senior person call me to resolve my transfer once and for all. You can reach me at 585 576 4879.
Sincerely
Chris Wiedemer

by Paul, 12/20/2018

Pros: Can't think of any

Cons: Too many to list

Worst website on the Internet, hands down. I always have trouble logging in, and they make it impossible to reset your account. Hyperlinks take you in circles or to dead-ends/404, and when you phone for help, their automated answering service asks questions which are not relevant (enter your six digit account, when the number has eight), etc.

When you finally speak to someone, they transfer to someone else, and then that person transfers you to someone else, AND THEN THAT PERSON TRANSFERS YOU TO SOMEONE ELSE!!!!

I am getting all of my investments out of there. My wife uses Fidelity and their website is light years better.

by Leo Jones, 10/15/2018

Pros: None I can think of.

Cons: Their Web Site and their Customer Service

We have been trying to get a Rollover of a 401k from Vanguard to Edward Jones done for over a month and still do not have it accomplished despite numerous calls to Vanguard's Customer Service number. During a call on Oct. 10th. the Customer Service Rep. told us a check would be cut and sent over night to be with guaranteed delivery before 3:00 pm on Friday Oct. 12th. When the check was not delivered by the guaranteed time we called back to find out why and were told the check had not been cut. We asked to speak with a supervisor to try and get to the bottom of why it has been over a month and this rollover has still not been accomplished. The supervisor we spoke with told us they would do a wire transfer to Edward Jones, but as of today, Oct. 15th. we are still waiting for that to happen.

by IWantMyMoney, 9/24/2018

Pros: None.

Cons: I have a list. Read my review below.

Unfortunately, my husband and I fell on hard times about two weeks ago and we were behind on the rent. We received a three-day notice on our door, and after exhausting all our resources, I decided to take a withdrawal from my 401K with Vanguard.

On 9/15 submitted my request via their website and on Monday, 9/17, I faxed all supporting documents (application and three-day notice) to the 1-800 number provided on the application. I waited about 2-3 days on the decision of my withdrawal request. I decided to call on Wednesday and I was told my documentation would not suffice as it was not on company letterhead. OK, no problem. Our leasing office reprinted the letter on their letterhead and I re-faxed the document on 9/20.

Mind you, during this week I called Vanguard NUMEROUS times asking, "is anything else is missing from the documentation and all I was told was that the three-day notice needs to be on company letterhead." Alright, easy and fair enough.

Since we are in a bind, I called Friday and the representative acknowledged receipt of the letter and said they will review within 2-3 days (so much for a hardship! When you're in a mind, you sort of need the money ASAP). Anyway, I called Friday afternoon and was told the review department could not get to my files and I will have a decision on Monday.

Monday, 9/24, I called Vanguard around 9:00AM to find out my paperwork was AGAIN denied because 1. The reviewers did not "like" or accept the leasing company's letterhead. Apparently, the reviewers noted "the logo looks like it was stamped" and they questioned the verbiage under the logo (which is the leasing companies slogan). WHAT? I, in no way, have control over my leasing office's letterhead, so I am sorry you don't like how it looks. 2. The date is wrong on the letter (WHY DIDN'T SOMEONE TELL ME THIS LAST WEEK WHEN I CALLED ABOUT 8X?) AND 3. THE LETTER NEEDS TO BE SIGNED. When I called Vanguard I specifically asked if the new document on the letterhead needs to be signed and this young man (probably right of college with the hopes of being an investment banker) told me "no, it doesn't need to be signed if it's on letterhead."

The misinformation is UNREAL at Vanguard and moving forward, I will no longer contribute to this 401K plan.

If they want to reach out to me and "resolve" this issue, send my money to my bank as noted on my account. If not, there is no use in trying to resolve this matter. I WANT MY MONEY.

by Evan, 2/26/2018

Pros: N/A

Cons: Where do i begin?

Well to say the least, this is the worst company I have ever had the displeasure to have contact with. They have a system set up with my employer to automatically set up an account for you without your consent. Pretty crazy to have an account in your name taking money out of your paycheck without any consent whatsoever (having direct deposit really hides this until tax season). After contacting vanguard, i was met with a stern one hour and thirty minute wait which left me with the following knowledge: 1.) Even with every ounce of information to prove your identity and ownership of an account you still have zero authority over it. 2.) The only way to close the account in your name that you had no part in creation, you must terminate employment with your current company and lose all benefits gained just to get rehired without the account.
3.) After asking for a manager and waiting on hold for over 10 minutes I was told the manager was working on an important spreadsheet and didn't have any time for me and that he'll take down my number and call me within 48 hours. Absurd is it not?
In conclusion, If you like to do business with people who prefer spreadsheets over customer service, force you into an account without your consent, and then lock you out of that account until you terminate your employment, then Vangaurd is for you. Otherwise use your common sense, take my words of advice, and stay away from this Business.

by Jen, 2/23/2018

Pros:

Cons: The website is busted and there is no browser capable to deal with it.

Soooo bad. I cannot access my account for over a month now.

by Blaze, 2/12/2018

Pros: Vanguard brokers not helpful at all. Furthermore look like cheaters. Calling them multiple times about getting my money back after 2 weeks still they operate my money.

Cons: Totally disorganized. Two weeks of calling trying to get my money back, still waiting.

This is 21st century and average transaction lasts fraction of a second. After waiting for 2 weeks still can not get my money back from the account I did not ask to invest to. Scary. Will have to notify authorities.

by Blaze, 2/12/2018

Pros: Vanguard brokers not helpful at all. Furthermore look like cheaters. Calling them multiple times about getting my money back after 2 weeks still they operate my money.

Cons: Totally disorganized. Two weeks of calling trying to get my money back, still waiting.

This is 21st century and average transaction lasts fraction of a second. After waiting for 2 weeks still can not get my money back from the account I did not ask to invest to. Scary. Will have to notify authorities.

by TK, 2/2/2018

Pros: Absolutely none!!

Cons: Very Poor, very high brokerage fees, no trailing stop to protect your positions!

Vanguard has very good ETFs, but very poor and rude customer support, and high brokerage fees. Also, they like to push income averaging and don't like for you to trade!! My advice is to put you money at a major brokerage and trade and/or invest in Stocks and ETFs. Again, Vanguard has great ETFs and are available through any brokerage.

by Dale Painter, 1/19/2018

Pros: None

Cons: Vanguard exhibits a pastern of retaining cclient funds.

Vanguard exhibits a pastern of retaining client funds. They have onerous procedures to delay and frustrate clients hoping many give up. That is certainly my experience and as I read the reviews of Vanguard that appears to be the experience on most reviewers. I have dealt with other brokerage firms and never encountered anything similar. Unfortunately clients look for reviews such as these when they are frustrated and not before they commit funds to Vanguard. As in my case my company used Vanguard for deferred income and 401K accounts; therefore, I assumed Vanguard had a good reputation. My experience since my retirement three years ago has not been good. I began trying to withdraw the funds immediately after my retirement and to date they still retain a small portion of my funds which they refuse to relinquish to me.

by elizabeth jagla -, 10/19/2017

Pros:

Cons: the worst

I am pulling all my money out of vanguard. After months of trying to setup a simple CD under my trust they still haven't got it straight. I no longer trust this company. Beware! They have wasted months of my time.

by T. Green, 10/11/2017

Pros:

Cons:

Requesting a HARDSHIP withdrawal should not be a longer process than requesting a loan! The 1-3 day cycle restarts each time additional information is needed and being that mines is for dental work which can not begin until I receive the funds I’m pissed and very dissatisfied with Supervisor Sehloth who tried yelling at me and also with the agent Alshara who doesn’t communicate well!

by Amy D., 9/20/2017

Pros:

Cons:

Customer service is very slow. An all day long event to contact someone.

by Lucinda, 9/16/2017

Pros: I would not be giving them any star. V gives prompt response on the phone if they believe you will be putting money in their hands, but you must beware!

Cons: significant, see below

in my interactions with V the representatives misrepresented what V would do to help me establish my clear wishes on a recorded line. They used an inadequately prepared form to close an account, and then held onto the money for at this point more than two weeks, using my money presumably for their secondary gains. How the government allows them to continue doing this seems concerning. V did not uphold the fiduciary relationship they had with me as a client, and they have caused consistent harm in a number of circumstances that I can see on the internet. I have contacted FINRA and my states Attorney General's office. I believe that government action is needed to actual require V to maintain an ethical standard. As everyday citizens we are reasonable to ask that be protected by such corporate greed. I encourage folks that have had this kind of disrespectful and illegal behavior to contact FINRA and your respective state's AG office to file appropriate complaints against V. If enough of us stand up, maybe there is some recourse for our needs against what such companies feel entitled to do.

by JRFITCH, 8/31/2017

Pros:

Cons:

I have been with Vanguard since 1979. Last year Sept 2016 vanguard wanted accounts to be upgraded I did so. All cost bases were gone. I have call a number of times on this problem most of the accounts were IRA's and no help from vanguard. Since I have been investing since 1979 and now retired I buy and sell securities to either make money by buying or make money selling. The cost bases is one way to do that. Now since I use Quicken 2017 Premier I tried to down load just a vanguard file. I found out that the account number use to down load and the account number showing when I log into vanguard are not the same. Why ?? who knows and who cares not VANGUARD. It seems as if the fools and buffoons are running the ship. Not a Boggle way to do things. Will be moving my IRA's from Vanguard .

by Hillary Bressler, 8/29/2017

Pros: They answer the phone.

Cons: They lie.

They lie. Horrible customer service. Tried for 3 month to set up an account for my mother. They continue to say they have everything and then send my check back twice. I have given them everything they have asked for. 3 month to open an account with $67k. Ha!

Do not invest with them especially if it involves a parent or trust account.

by AngryVanguardCustomer, 8/8/2017

Pros: Nothing

Cons: Everything

According to my own experience, do NOT use their service for trading!

by Tony, 5/24/2017

Pros: Cheap expense ratios

Cons: Horrible Customer Service and Online Website

I switched to vanguard. The experience, has been nothing short of horrendous as far as the customer service to get things up and running. They send all their forms to you. They require many of the forms to be notarized, which is a pain but understandable. However, they continually tell you different information as far as what needs to be filled out and notarized, leading to several trips to the notary and expenses. It is beyond frustrating. The only positive is the cheap prices for Admiral shares for their funds. Other than that, I would give them 1 star for their brokerage. Their interface is also lousy. The website looks like it was built 10 years ago. I was far more impressed with the website of the competitor I switched from, but their prices weren't as good. So their's the compromise.

by Amy, San Marcos, 4/28/2017

Pros:

Cons:

Vanguard has been horrible to deal with after the death of my father. It's taken multiple mailings and several phone calls to get his IRA transferred to my mother, and after 6 months still isn't resolved. The same transaction at Ameritrade's brick and mortar office was completed in less than an hour. They may or may not be good portfolio managers but do your beneficiaries a favor and invest elsewhere.

by Steve McEvoy, 3/16/2017

Pros: Some good mutual funds.

Cons: Making multiple mistakes that waste my time and causes aggravation.

Vanguard does have some great no-load/no-transaction-fee mutual funds, but so do Schwab and Fidelity.
As a brokerage, Vanguard seems to have some poorly qualified people and they do not seem to care. I have had several problems with Vanguard and none ever with Fidelity or Schwab.
My current problem has to do with a transfer of specific broker CDs from my IRA account to our joint account to thereby create a necessary IRA distribution. Fidelity and Schwab take such instructions orally on a recorded line, without requiring any paperwork.
Vanguard requires six pages of paperwork, and a medallion signature guarantee, which is not easy to get.
I sent in the proper paperwork, and it was initially rejected. I called and was told that I had to have federal tax withheld and they therefore could not move the CDs intact.
I pointed out that on their own Vanguard form, they offered no withholding, and I checked the box for no withholding. I also pointed out that under the IRS regulations, I am allowed to take distributions without withholding.
After talking with a representative who had no clue, and after being held on the line for a long hold time, I was told that they would try to process the transfer of the two securities between the accounts.
Now, I see that even though I requested the full $15,000 value of the two positions moved, they only moved $200 worth of the two positions. Their form had no pre-printed decimal point and I wrote $10000 for one position and $5000 for the second position without any decimal points. I also checked “all” for moving/transferring both positions.
Vanguard screwed up badly and I will have to waste precious time tomorrow to get this straightened out.
In 20 years, I have never had problems with Schwab or Fidelity, but I have had several serious problems with Vanguard.
I only have a Vanguard account because my Fidelity and Schwab accounts are at the SIPC insurance limit.
I recommend Fidelity and Schwab and avoiding Vanguard whenever possible. Vanguard seems to have some incompetent people and the Vanguard management does not seem to care.
Steve McEvoy

by buck, 3/3/2017

Pros: low cost

Cons: Terrible customer service

to many forms. you almost have to fill out a form to get to the forms. If you are an average man on the street with little knowledge about dealing with investment companies, you will have a difficult time trying to make a withdrawal from Vanguard. The customer service reps are NOT trained to work with common people with little knowledge about how to remove or transfer money invested with Vanguard. So disappointed in this company




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Vanguard Review


Leading U.S. Brokerage Review Websites About Vanguard Brokerage


"Vanguard is a provider of mutual funds as well as online brokerage services. As a client of Vanguard Brokerage Services, you can buy individual stocks and bonds as well as mutual funds outside of the Vanguard family. Although the pricing structure favors account holders with significant funds in Vanguard accounts, even if you have less than $50,000 in Vanguard, the price per trade competes with online stock brokers better known as discount brokers."

TopTen Reviews

"Vanguard is great if you use their funds and ETFs. When you venture outside of this realm, their service is ok at best. If you ever decide to buy individual stocks, you are best to find another stock broker for that purpose... It is assumed you go for Vanguard only for their low cost indexed mutual funds and ETFs. Though they are no longer have exclusivity in this area. Most mutual fund houses offer similar, and in some cases lower annual fees when compared to Vanguard."

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