Vanguard Customer Service Complaints - page 3

I been on hold since 8am! First they put you on hold for hours once the first person can't help and transfer you call to someone you're on hold for more hours and I still haven't talked to anyone else and it's 330pm!

Vanguard has the worst customer service representatives and associates I have ever experienced

Worst customer support I've ever come across. out of 5 stars I'd give a minus 7

02-22=22 . On hold for a 100 minutes. One person answerd at 66 minutes claiming i needed to be transferred to someone else and it would happen in 3 or 4 minutes. This is for a blocked transaction on an employer plan. Vanguard needs to be investigated for its abysmal customer service.

Worst customer service of any financial firm I have ever dealt with. Longest hold times and when you get someone on the phone they can rarely help and need to transfer you to another group and start the hold time again. Today my experience was 45 minutes to get the first person who couldn't help, now the new wait time for the next person is 4 hours and 36 minutes. Unbelievable

Awful awful awful customer service. After being put on hold more than 1 hour, still I couldn't reach any representative.

I have been trying since November of last year to speak to someone about an RMD for a rollover 401K. I have made five calls and hours on hold. When I finally reach someone, they are polite and tell me I have the wrong group. They promise to relay the message, transfer me, or give me a direct line. All to no avail. This should not be a difficult problem. You have all my information on the computer screen in front of. If I am assessed a penalty, by the IRS, I will expect Vanguard to make me whole.

Called Vanguard at Noon for call back. At 3 pm, called Vanguard to sit on hold. No call back. Now, 3 hours later, no one answering. They have my money but can't get anyone! Don't do it! Go with Fidelity, the modest fees are worth it!

I am currently on hold going on 2 hours for the 3rd day in a row. The last time I waited they disconnected the line. Waiting for a hardship withdrawal since 1/7/21 and a supervisor called last week saying the documentation was and that they were processing withdrawal. Today I get a letter in the mail saying what I submitted was insufficient although I have submitted the same or less documentation in the past. The department handling withdrawal will not talk to me. Supervisors are not available but offer a callback within the next 24 hours.Is this truly a place you want to allow to handle your investments? I have spent a total of 20 hours alone just on hold waiting for someone to help me!!!!!! Help! Please help!!!!

Negative, it's very hard to get their phone help, waiting for long time...

Six calls, ~72 minutes on hold, 7 crew member conversations and still no resolution. No one knows how to change the ownership of my account to a trustee account and the supposed department that can handle that does not answer. Really surprised at the lack of response and now wonder whether to look elsewhere to invest my funds. It may not be enough for Vanguard to pay attention, but to me my $1MM is a lot. Really disappointed.

By far THE worst customer service of any financial institution I have ever encountered!

Still waiting for customer service after 30 min. Having an automated voice saying "we apologize for the delay in service" is only adding insult to already horrible treatment of customers. Vanguard was at one time a customer-service oriented company but seems to have lost its way. Sadly, it cannot improve until it realizes it is continually moving in the wrong direction. Advice to new customers. Look for another brokerage.

This place is a terrible place to keep your money saved or invested into. They act as if your money is there's and give you a hard time to get your money. I've applied for a hardship withdrawal on November 13 and I'm about to be homeless due to there incompetence. I really hate this place "vanguard" and can't wait for my employer to make the switch

My impression is that if you have a lot of $$ at Vanguard, you won't have many problems. I tried calling and had a 44 minute wait time, so I hung up. Better to email.


Before you quit Vanguard, google complaints at other firms.

One hour wait times. They suck

Horrible website and horrible customer service disorganization. They block you from doing certain transactions and force you to use a number were no one picks up, no estimated wait time and no call back option. If you call the main number then you can get on a real queue to wait for a live person who will direct you to another black hole queue. The company is too greedy and inept to hire enough personnel so customers spend their time in endless queues.

I've had to contact VG multiple times to resolve and issue and wait times and call handling is terrible. wait times of 2 hours, their call back system only occasionally catches me but it must be overloaded too.

Additionally the initial agents are not qualified and just pass me to another queue, where I wait again. Often times there is a third queue I must wait in.

Unfortunately, the agent often has be fill out the wrong form which of course requires another full cycle. Very sad..

Now the CEO answers and says they are busy.. Thanks, we know that.

What they need is more people but obviously they think so little of their customers that they wont hire more people.

Oh, and being a flagship member does nothing for me. All my dedicated rep can do is be sympathetic..

Very sad.

Will be moving funds somewhere, maybe over to my Fidelity account.

I have been trying for months to get a Uniform Gift to Minors account transferred to my Grandson. Tried everything on line like I was told and it doesn't work. Tried calling. One day I waited for 6 hours for a call back. Today I was on hold for over 4 hours and talked to 4 people. Waiting for the 5th to call me. When a person does answer they don't know or are the wrong person and I was put on hold. Do not invest with Vanguard. They are terrible. I have been a Vanguard customer for probably 40 years but not any more.

My husband passed in 12/16. I have now been 5 yrs trying to get his name off the account as I am the beneficiary. I have sent in 7 death certificates along with completing all the paperwork yet they have none of it so they say. To date 10/22/21 nothing has been changed plus informed I have no access to the $ til paperwork is done. I've done everything I was told to do. I've called countless times and noone knows anything. Plus nobody has 4 hrs to wait on hold. This is so ridiculous. Definitely need some improvements made here.

FRAUD ALERT! I received 21 notifications from Vanguard in the mail between 10/4/21 and 10/7/21 including welcoming me as a new client (I am NOT a Vanguard client), confirming seven (7) new brokerage accounts set up in my name, and subsequent changes made to these accounts. I alerted Vanguard to these fraudulent accounts and have yet to hear from anyone (other than useless auto-responses).
STILL WAITING FOR HELP

I have used Vanguard for over 30 years and found their customer service to be excellent until recently. They are now horrible, it's extremely difficult to reach a representative in the first place and then to speak to a person who knows something is even harder. We recently set up a living trust and I have tried for 6 weeks to get the appropriate documents at vanguard to put a joint account into the trust. After a frustrating experience doing the forms and a month later I discovered they have not yet done the work.
I am moving my money out of Vanguard ASAP.

Vanguard has been very difficult to reach, and wait times are unacceptable. Messages are not answered in a timely manner. When you do get an agent, they are pretty good at answering questions. Being a Flagship customer does not mean anything anymore. I'll wait to see how they recover after the pandemic.

I have previously sent in my concerns to the SEC via the online form but am happy to retell my concern and frustration;
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.

Since September 30, October 1, 4 & 5th.

At the beginning of the year I had 4 set meetings scheduled quarterly reviews of the investment adjustments Vanguard's Advisory team administers and get a preview of the upcoming quarter. In each case the advisor fumbles through and has to date been able to give me a clear picture of where my money goes and why.

At Vanguard, they don't seem to have an efficient mechanism to identify and fix the problem. No point person. Recent example, On September 30th at 10:30am EST Advisor Johnathan Lynn calls from Vanguard and quote " I have here I'm supposed to call you..? " He never read the notes that would've told him to prepare... he showed zero interest in providing me with ANY review of my investments. When I recited the point of the call... he remained silent. I truly believe he was intoxicated.

For the ensuing 4 hours I got transferred from advisor to advisor. 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. I then asked to reschedule with a Crystal Henderson on the phone. Aggressively reminding me they are busy and will try to reschedule another meeting... I paid for a service they do not produce. Call back the next day - 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 I can't speak to a supervisor to remedy this issue...Then enter the Thug from Vanguard Javier Herrera. Claiming he's a supervisor he disregards my concerns and tells me no one can talk to me...! He called me back to tell me no one can go over my account thorough a service I paid for... I asked to speak to his supervisor, he refused to honor my request bc " he's going to give you the same answer"... The balls on that guy to back up his own lie! I called back 2 hours later and left a message to speak with the Advisory Team supervisor's supervisor...trying to get up the chain of command. The next day Javier calls questioning my motives and demanding to know what I'm going to ask his Super???... His audacity and belligerence drove me to just hang up and make another call to cancel my service agreement and receive a refund for the 4th quarter. I have yet to get any Vanguard supervisor to call... an official communication my requests has been granted.

The Vanguard employees 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. Javier Herrera, what organized crime family did this guy come from, condescending, self-entitled bully who intimidates the client into submission or in my case to just hang up the phone!

I have requested a refund for the advisory fee and a cancellation effective immediately. NO officer from Vanguard has been willing to comply with my repeated requests.

I have been trying to do a hardship withdrawal sense August 16 and keep getting one excuse after another with what I need to do. I do what they ask for and it's always No we need a letter from this person I get that and it's no we need a letter from this person it keeps going and going. Why is it so hard to take my money that I put into this account tax it do what you Gotta do and give money to the people that need their money there is a pandemic going on how is this legal? This company needs to be investigated immediately.