Customer Service Scoreboard
The biggest PEICE OF CRAP SCUMBAG company you will ever deal with in your life. They take your money and pay people minimum wage to lie and put you on hold and then hang up on you every time you call them. Nobody there knows how to do thier job. I hope this company gets sued and and the owners go to HELL......
Vanguard has gone downhill horribly over the last 5 to 7 years. You can't ever get through their voice jail system...and if you do the call back feature, they now call you back and when you answer, your automatically put on hold. Then after 5 or 10 minutes, they never pick up and disconnect you. How can a company this bib be SOOO BAD! Time to remove the rest of my company's retirement plan assets and move to Schwab. Schwab is quick and efficient regardless of what you need to do. It's like night and day compared to horrible Vanguard.
Vanguard has lost its way and as a 25 year customer I am sorry to report that I will be opening up a retirement account elsewhere - ending a 25 year relationship. The retirement specialsi doesn't have time to modify a plan we were working on before transferong more assets to Vanguard. I guess they don't realize that they have competition and their customer service is horrible!!!!
Vanguard has excellent funds and management and is a very good fund company if you don't need to contact them. Horrid customer service! Phone has huge long waits and my last experience, the person had no clue for an answer to my question. Told me what I knew was nowhere near the correct solution. This was so frustrating as I had been on "wait" for ages only to have reached someone who was totally incompetent. So tried asking my question on their website and waiting eons to get a reply. Tried again today to see if a reply was sent, only to find yet a new conundrum with them...."experiencing technical difficulties try sgain later". Dodge and Cox and TRPrice...no problems; Vanguard a zero rating in customer service. Am thinking of moving my trust and my IRA to one of the other 2 fund families I have accounts.
Just ordered checks to access my accounts and received one book of checks, no check register, no cover. Vanguard unwilling to provide any solution.
When combined with poor, slow customer service (which has recently been outsourced to Philippines) would suggest using a different financial company.
Vanguard costumers service suck. They don't deserve not even 1 star. I try calling on business hour and is over 1 hour on waiting call , no option to be called back. I have a lot of accounts with them and on weekends they don't answer the phone. They supposed to transfer some money to my bank account months ago still didn't happen. Not cool Vanguard
I called Vanguard one morning to speak to a representative. I was told it was going to take 8-15 minutes on hold but they would call me back if I requested. I did and never heard from them. The next two mornings I was told it would take 40-50 minutes to speak to a representative. I finally decided to wait on my phone. After an hour of listening to horrible music, someone finally answered. I received the info I needed to transfer my account to Schwab. When I called Schwab to confirm, a human answered my call immediately.
I want 'All Vanguard mutual funds by asset class info' in the old format. I do not like such unnecessary innovations. Why Vanguard does not ask its customers opinions? Who is responsible for such "wise" decisions?
Response from Vanguard in Facebook: "While we aren't able to revert back to our previous version, we've forwarded your feedback to the appropriate area for review."
What is the problem to revert back to the previous version. There is not an archive at Vanguard? Today is 2 weeks from my request. When will we know about the solution?
Response from Vanguard in Facebook: "There is no option to revert our website back to a previous version. We appreciate your feedback and understand that change can take a bit of time to get used to."
Why do I have " to get used to" while I was pretty happy with the previous user-friendly version? Who requested such innovation and why?
Horrible, horrible experience. Inherited an IRA and took 8 months to actually get the money. Was calling from overseas and thought it was just me not being familiar with how things operate in the States but nope not after reading a number of reviews here and other sites I see it's not just me. It seemed that each time I made contact I needed to supply one more bit of information instead of telling me everything up front. They didn't give a s&$t that I was calling from overseas. Was supposed to get a call from a supervisor, waited, waited - told they had tried to call me, I said really? I have no missed calls, then told they oh they couldn't call you because you are overseas. So which was it they called or didn't call - get your story straight. I don't know how many times I got transferred, waited absolute hours on hold, told I was talking to the wrong department, told to fax forms then told can't accept the form, told I cannot email them (honestly!!!???), fill in overseas transfer form - had to go to my bank to get details verified, then told after doing all this that they cannot do an overseas transfer for my particular type of account and they must issue a cheque. Once cheque arrived my bank had to physically send it back to the States to get honoured which took another five weeks.
Horrible customer service. They give themselves 60 days to do anything you request - their clock resets if you provide more information. First request to start a QDRO process to get the papers from them took 57 days to say, "OK, we'll work with you and these are the 15 pages of text on what you need to do." My side got the QDRO prepared and approved by the court within two weeks and sent to Vanguard almost ten weeks ago. I tried calling today to see when I could move the monies. Over two hours on hold to speak to the "right" person. Waited 30 minutes to be told they needed to transfer my call to the US, then 35 minutes to be rudely told I needed to talk to a different person with higher credentials. Finally talked to the "right" person after waiting another hour. They weren't right either, and was told that basically they're running slow and haven't made the 60 day self-made processing limit, and now I'm awaiting a call from the "right person".
I simply cannot reach them at all. I am beginning to think I'll never see a nickel of my 401k. Silly me, I had a fantasy that when I retired I would rollover the account. It's not my fault my employer uses Vanguard for their 401k option. Run, folks. Get a new job if you must, as your money is going to be flushed down the toilet if your 401k must be with Vanguard!
I have been trying to roll over my vanguard 401k account to an IRA. I have been on phone for hours. the service to call back is a joke, as the rep calls back and hangs up instantly, or there is no sound from the other side. They are scammers of the highest order. DO NOT LET YOUR HARD EARENED FUNDS ROT HERE. STAY AWAY AND INVEST ELSEWHERE
Is Vanguard intentionally targeting seniors in order to REMOVE their decades long, promised customer service representatives? Is Vanguard intentionally preventing seniors from accessing their hard earned retirement funds after decades of investing..... because of Vanguard's decades long promise of help during their retirement years? Is Vanguard removing customer service support when seniors need it most? Is this because seniors are no longer investing....because they are retired? Maybe we seniors as a class should explore legal options? TODAY a Vanguard customer resolution rep. informed me that "for some reason you have been placed in a lower level of service", and "I don't know why", and "I can't do anything", and you can (keep trying to) call in. WOW.
My Husband and I have been Vanguard customers for over 25 years. Vanguard is NOW preventing seniors from accessing their hard earned retirement funds! Vanguard has deleted our long time Flagship representative, which we knew we'd need in retirement. Vanguard deleted our ability to schedule an appt. Vanguard deleted our abiity to email. On phone for 4 hours, 4 transfers, no one could help and kept transferring us to the back of the hold line to wait and wait. Last person could not transfer us to a "retirement specialist" because "that dept. is now closed". SENIORS: Write to the BBB, ARP, the SEC. Do not allow Vanguard to prevent us from accessing our funds. John Bogle's dream is dead.
I wanted to do an indirect rollover of my former companies ESOP into my current companies 401(k) plan. Everything on their online website said I should be able to do it online. Tried many times only to have the website say it is not available. Ugh. So I call a number that says they are "roll over" specialists. Nope. Waited an hour to talk to someone only to have the person transfer me to another basic 1-800 number. She said she put me in their "priorty" queue, whatever that means. Waited another 40 minutes. So much for priority. That person too said they couldn't help me. Ugh! No one at Vanguard seems to know what they are doing. Uneducated phone reps and a dysfunctional, unintuitive web portal. Phone rep kept apologizing and saying, "I know your time is valuable." Instead of apologizing, help me or connect me to someone who can! She wanted to transfer me yet again and said, your hold time will be about an hour. I laughed so loud and then got angry. I said I've already been transferred twice and waited 2 hours, I'm not being transferred AGAIN! Vanguard doesn't care.
We just spoke with an arrogant, officious, unknowledgable customer service representative named Kevin Brake. It appeared he did not understand the question much less the law behind our question regarding our brokerage account. We are in the process of moving our brokerage account to another provider largely due to Kevin Brake's representation of Vanguard.
Vanguard screwed their "smaller" Target Date Fund customers (less than $5M in a fund) who had a fund in a non-retirement account. They caused an unnecessary tax event by incentivizing their larger customers to leave the non-institutional share class. This caused huge capital gains income for the customers left behind. Turns out there was a way to give the incentive to their larger customers without creating capital gains. All they had to do was just merge the classes. Vanguard then gave a final FU by merging the classes after they caused the capital gains income. If I had $1M in one of the funds, I would have been bumped to a higher tax bracket, had to pay the full 3.8% investment tax, AND had to pay additional $11K Medicare premiums--total: $40K out of pocket! All because Vanguard was extremely stupid or wanted to get rid of customers with less than $5M in a fund. I was going to move my accounts from other institutions to Vangard, but not now. They really don't care about their non-institutional customers.
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