Vanguard Customer Service Issues

I am writing to provide some feedback on the BROKERAGE ACCOUNT TRANSFER FORM. I encountered an issue during a transfer process with Vanguard's form in Section 2. When transferring funds to a Roth IRA, the account type box I had to check was categorized under “Traditional IRA,” creating confusion. I suggest that Vanguard consider adjusting the layout of these boxes on the form for clarity in the future. Thank you.

Hello, I am trying to reach Vanguard Chat. I need advice on opening a new account to transfer my existing Vanguard UTMA/UGMA account as per the letter I received from Vanguard. The process requires linking a bank account to fund the new account, but I want to use my existing Vanguard UTMA account as the funding source, not a personal bank account. Can you provide guidance on how to proceed with this? Thank you.

I have attempted to contact Vanguard multiple times today regarding my late mother's account. My mother, Elizabeth A Graham, passed away on November 15, [redacted], and I was listed as her agent with Vanguard. Despite having successfully accessed her account in the past using my login credentials, I have been unable to do so recently due to a recurring error message about too many redirects. My efforts to reach customer service have been unsuccessful as I keep getting disconnected or stuck in queue for the Change of Ownership department. I am currently on hold for over two hours and 15 minutes. I urgently need assistance to settle my mother's estate. Thank you, Mark Graham.

My wife and I are having trouble accessing our Vanguard accounts. The old phone numbers on file are outdated, and we cannot verify our identities. We have updated our phones and numbers, but they are not listed on our profiles. Our email addresses are correct. How can we regain access to our accounts? Thank you. Donald and Edythe Barr

I recently started a new job and contacted Vanguard on March 8, [redacted], to request my 401K money be sent to my address. The representative mentioned that it could take 7-10 business days for the check to arrive. I followed up with a call on March 19, [redacted] and was advised to check back if the check hadn't arrived by the middle of the week. I just want to confirm that the check wasn't misplaced or sent to the wrong address. Additionally, I am inquiring if there is a way to confirm if the check has been cashed or deposited into a bank account. I understand delays in the mail system and would appreciate any information regarding the status of the check. The representative I spoke with indicated that there is no tracking information available for my account. I simply want to ensure the check is still on its way to my address. Thank you for your assistance.

My wife received a notice earlier this year stating she owes $22,[redacted].73 by the year's end. I recently saw it for the first time and it's based on taxable amounts exceeding $[redacted],[redacted] which I'm currently reviewing but don't fully understand. I attempted to get clarification on how these figures were calculated, but my wife did not respond to specific questions. I suspect there may be an error in the calculations, but the only guidance I received was to request a form to dispute the amount, which might extend beyond the deadline. I need assistance in understanding how the amount of over $[redacted],[redacted] was determined from the records. I'm at a loss since my wife is unable to provide details. Thank you for your help.

We have a joint account with an ending number of [redacted], comprising both brokerage and non-brokerage sections. The non-brokerage part may have been closed by now. Initially, we had three direct deposit checks going into the brokerage part - two social security checks and a pension check. A Vanguard representative informed me over a year ago that I needed to switch the direct deposit checks to the non-brokerage part. Despite significant effort, it was changed. Later, another representative mentioned I didn't need to make the change and Vanguard could have handled it internally. Around November 1, I was advised to close the non-brokerage account by November 30 or face a $20 fee and move the direct deposits back. I managed to switch them back in November and confirmed on December 1. However, Vanguard still deducted $20 twice due to remaining money market funds in the non-brokerage account. I didn't receive any prior notice on the message board, hence I request a refund of $40. Thank you for your support. J. & S. L.

On 11/29/22, in account [redacted]6, I traded VTSAX to offset capital losses. I spoke with two Vanguard representatives, receiving conflicting information about how the trade cost would be determined. As a result, an excessive amount of VTSAX shares were sold, leading to a $17,[redacted] capital gain above the target amount. This mistake could cost me an extra $2,[redacted] in income taxes if not corrected. I now understand how the shares were sold but believe this situation could have been easily prevented. To resolve this issue, I suggest redoing the 11/29 transaction by reducing the shares sold to 1,[redacted] at the original sale price of $29.66 per share. This adjustment should bring the outcome closer to the desired result.

I am satisfied with the service I receive from my investments and retirement advisors. My main struggle lies in communicating with the "maintenance" department and potentially reaching tech support. I have been facing persistent login problems for an extended period, which no one has been able to successfully address. Callback attempts have been unsuccessful, and even when connected, the representatives lack the authority to provide a resolution.

On January 22, I set up a new personal account with Vanguard. The next day, I received a deposit from an account I've been working to access in the U.S. With the assistance of my lawyer, I ensured that this was properly reported to the IRS, including using some funds to address outstanding debts. However, before I could access my funds, my account was blocked. After contacting customer service, I was informed that the matter was with Vanguard's research department and they would reach out in 72 hours. Despite this, it has been 16 days ([redacted] hours) since then. I called again today but received the same response. I took my concerns to the Better Business Bureau and the Federal Trade Commission. While attempting to seek clarity through their Facebook page, my posts were deemed as spam, and I was blocked. I will persist in trying to communicate with their research department, hoping for a swift resolution.

I am seeking to connect with Compliance at Vanguard. I have valuable information for your Compliance Officer regarding one of Vanguard’s investments. The information pertains to audit concerns and Finance Committee dismissals. As a retired CEO, it is important to me to stay informed and stay ahead of any issues in the current market climate. I believe that with proper Compliance oversight and a genuine effort towards resolution, there can be substantial benefits for all involved. I kindly request the Compliance office to reach out to me at their earliest convenience.

I find the website design very frustrating. Clicking on links or trying to access statements is unnecessarily complicated on Vanguard's site. When I receive an email prompting me to "get your statement" and click on the link, I struggle to find the correct tab labeled "Statement" at the top of the page; often it's hidden at the bottom or under the activity tab. This confusing experience reminds me of why I switched from another mutual fund service. Vanguard should prioritize a more intuitive user interface that is not so cumbersome and requires multiple clicks. It would be great if, like my banking and credit card websites, the word "Statement" was prominently displayed upon signing in. It's disappointing that there doesn't seem to be an option to contact client support via email, which gives the impression that customer satisfaction is not a top priority for them.

As a Bank of The West customer, I am preparing for the transition to BMO and the associated changes to my checking account number. I will receive my new checks from BMO around September 5, and that's when I'll learn my new account number. I believe it's crucial to provide Vanguard with my updated account information since I receive important IRA Rollover account details via email. Although I am uncertain if Vanguard requires my new checking account number, I prefer to err on the side of caution. My email address remains the same. The new routing number for BMO is [redacted]61. If Vanguard necessitates my checking account number, I would like guidance on securely sharing this information with them promptly. Thank you for your assistance. Best regards, Gwen L. [redacted] [redacted]

I am trying to make a withdrawal from my [redacted](k) through Volkswagen Group of America. However, I have changed email addresses since my last transaction in the same category. It's been a while, and I have not received any communication. Human Resources advised me to call a specific number. I would like to have all the information available regarding my vesting in the company, my entitlements, and how the program works. My employer does not provide us with information that could financially benefit us, and I believe it is crucial. This matter is urgent, not just financially but also professionally. It is frustrating when employers have benefits, but they do not assist employees adequately, while benefiting from our contributions through tax write-offs.