Vanguard
Reviews and Complaints

We submitted a request for a hardship withdrawal to purchase a primary residence. We are relocating for my wife’s work. We submitted all of the paperwork. We were supposed to close on 7/12/23. No funds have been released but they have asked us for a 3rd time to submit paperwork we have already submitted. We are furious. Customer service is worthless. With the most recent fax I submitted a letter telling them exactly what page and line of the purchase agreement they can find our closing date and signatures of both parties plus where to find the cash needed for closing on the loan disclosures. We are cleared to close with underwriting but can’t close due to Vanguard giving us a run around. It’s unprofessional.

Dear Sir/Madam,

I am writing to bring to your attention a concerning matter involving the restriction and withholding of funds from my traditional IRA account with Vanguard. I kindly request your assistance in addressing this issue promptly.

Approximately three weeks ago, I initiated a withdrawal request for the entirety of my traditional IRA funds and the assets were liquidated and turned into cash. However, to my surprise, Vanguard has placed restrictions on my funds, citing my sudden decision as a potential victim of a personal scam. I have made it clear that my intention is to reinvest these funds into other investments, yet Vanguard continues to withhold the funds, refusing to release them.

During my interactions with Vanguard's representatives, I have experienced behavior that I can only describe as bullying. I have been subjected to irrelevant and intrusive questioning that does not seem to be pertinent to my decision to withdraw the funds from Vanguard. Despite my efforts, which include numerous emails and phone calls, Vanguard has maintained its refusal to release the funds. This leads me to question whether Vanguard may have a vested interest in retaining my funds to benefit from the profits generated by my investments. Such actions are not in line with what I believe should be Vanguard's priority – acting in the best interest of its customers.

Given the circumstances, I kindly request your intervention and investigation into this matter. I believe that Vanguard's actions may not only be a violation of their fiduciary duty but also potentially indicative of broader issues regarding their treatment of customer funds and interests.

Thank you for your prompt attention to this matter. I look forward to a resolution that upholds the principles of transparency, fairness, and the best interests of investors.

This is based on the many attempts that have been made over and over again over the past year and still with no luck or corporatation from anyone nor would they send me to a manager when I ask for one, their training and understanding of what I have been conveying to them has been so frustrating, to say the least, I have called many times and talk with different people and always get different responses ever single time, never have I ever felt like I been talking to a robot that just keeps reading from a script.

While trying to update my mother's account information due to her terminal health issues, vanguard customer service staff have lied to me multiple times and keep playing bait and switch with the necessary paperwork. Every time the required paperwork is sent we keep being told that is not good enough, or their is a form that had to be done so many days prior. Phone staff just keeps talking over me, and when a manager is requested the tell me that there are no managers, and no way to contact one or provide any public contact info to file a complaint about it's staff. And now I get emails saying that there is an response in our accounts, but we are not able to access our account, curious. Now I have another form that they said we have to submit and I am now being told that is not enough and you now need another form for that form and that I need to contact the doctor again to provide another form that they already have.

This is a scam and no customer service has been provided. And I am trying to get the account updated before my mother's condition gets even worse, and all I am getting from vanguard is lies, deception, double talk and delay.

The first ticket 159617, was issued several months ago. The tech told me that someone would call me when it was cleared. On 4/28/23, I call vanguard at [protected]. I spoke with Matt and asked him for the status of my ticket 159617. Matt pulled up my information and told me that he would have to escalate the problem because there was no update. Matt created ticket number 165980. Matt said that someone would contact me when the problem was resolved.

I have been dealing with this problem for months, so I am a tiny bit upset!

I am still waiting for the call...

Arthur Abadie

604 Lake Ave.

Altamonte Springs, FL 32701

Cell:[protected]

In early January, 2023 I initiated a roll-over of my 401K from my previous employer. For some reason the electronic transfer failed twice. I was told the rule was that after 2x it had to be a manual check. I did give a bad address for Schwab so that failed. Since then I have spoke with a rep about 10 times getting different stories and I have been promised at least 5 times that a check would be cut (3-5 bus days) and then would be mailed (7-10) to my home address. After waiting those time periods I call back and keep being told there is no check and I go through the whole thing again with empty promises. I asked to speak to a supervisor or manager once and the rep told me there is nobody above him with magic answers! In late March I finally had a supervisor (Chris) contact me and we went through the whole thing again. He promised a check was on the way and he would follow up with me. He did once and I don't have his contact info. Still no check. 5/8 I called AGAIN and got the same run-around. Then the rep started telling me I needed to submit some sort of letter... I cut him off and told him that was ridiculous and totally different from all other instructions I had gotten. I begged him to get me to a supervisor, preferably Chris. Nothing. I finally exploded and he told me the call was ended. 4+ months just to get my money and I don't have it yet!

I applied for a hardship withdrawal from my Vanguard 401 K at the beginning of April 2023. I filled out the necessary forms and obtained the documents described on Vanguards website to support, or prove, that my situation is, in fact real and qualifies as a hardship. On Vanguards website they state it can take up to 3 days after documents are received in “good order” to process the withdrawal. On the final hour of the third day I received an email stating my documents were not adequate. The reasons for my request are, eviction and emergency need of dental work. The email I received explaining what additional documents they need was both unrealistic and also very vague. Ultimately I spoke with a representative on the phone who’s only advice to me was to “stay strong”. I could not possibly be more insulted. How could I possibly “stay strong” when my son and I are about to be houseless and on top of that I have a cracked tooth and an abscess on my gums that makes it impossible to eat solid food. I feel Vanguard would not approve the loan regardless of my documentation, because what I provided was exactly what was asked for on the website. I wonder how the “review committee” sleeps at night. It’s shameful!

On Monday April 10, 2023 I phoned Vanguard at 9:05am to request a Hardship withdrawal from my 401k plan to help cover funeral expenses for my father. I was on the phone with this gentleman for 45 minutes who after every question had to place me on a brief hold. After this lengthy ordeal he instructed me that I needed to go to the funeral home obtain a copy of the total amount of the funeral and also get a copy of my birth certificate to fax in to prove that was my father. NEVER heard anything like this BUT I’m at my wits end I just need to get my father put to rest ok I obtain those things. On Yesterday Tuesday April 11,2023 I could to inquire where to upload or fax these documents, only for this representative to inform that those items or not needed and that it’s being processed. On today, Wednesday April 12,2023 I call yet again to inquire about money requested, another representative proceeds to tell me there is a film that I need to fill out it’s in the message center, there is no form there, she places me on hold and never returned. I hang up and I call again, I ask for a supervisor the young man tells me he is transferring me, the call hangs up. I call again, another representative answers , dog barking in the background, tells me there is a 24 hour response time to speak with a supervisor because it is scheduled. I proceed to explain to her in detail all that has happened she tells me it’s s process. When I question the forms the guy from Monday asked me to submit she asked me was Monday a holiday! What does Monday and a holiday have to do with incorrect information? At this point I just need my money to lay my father to rest and also I will be reporting this whole debacle to every Federal agency that I can. This is unprofessional and unacceptable to say the least.

I received 2023 1099R. I am the trustee of my Moms trust. The 1099R lists my social security number but should be the trust EIN. I contacted Vanguard on Feb. 7 to get this corrected. As of April 3 it has not been done. I have spoken a dozen times with customer service. Everyone tries to be helpful but nothing is done. Been told I will receive a call back but that doesn't happen either. Totally fristrated!

I communicated with no less than 6 different customer service reps who were unable to help. All I wanted was the ticker for preferred shares of a company, a large cap well-known company with well-known, widely traded shares. The website won't accept any ticker, and the customer service couldn't help. Just keep bouncing me from one to another rep, all equally incompetent. Spent literally hours on hold

In September we contacted a Jonathon at Vanguard about a letter or email she received concerning transferring our all of our accounts to a brokage account and utilizing email for all of our communications. He assured me that everything had been taken care of properly. In January we made a request for the RMW for each of our accounts. While this was done for my account it was not done for hers The reason given was that there was a $20.00 charge against a her closed account for failure to transfer to email communications. We contested this and apparently after a review of the telephone conversations a manager agreed that the charge was improper and it would be reversed and the RMW completed. This was confirmed by a Cynthia and Brittany. When it hadn't been completed by March I again contacted Vanguard and spoke to Carter who reviewed the account, said someone had failed to process the approval, but he would expedite the matter and get back to me. To date no one has and the RMW has not been done. I talked to Vanguard again today and the representative after reviewing the file said the process still had not been done and he would send a note to a "processer".

When I asked to speak to a manager I was informed that it would take 48 t0 72 hours for a call back. I find this whole transaction and sequence of events to be very unreasonable. We have been with Vanguard for decades and this situation is leaving a very bad taste in my mouth. While we don't need the money, the fact that it continually seems to be overlooked and falls through the proverbial crack. It needs to be corrected now.

My wife's name is Jeanne Q. Bunn. The last 4 digits of her SS# are 4594.

Edward Bunn

What would John Bogle do?

On October 24th, my Roth IRA account was charged $20.00 as an Account Service Fee. Various Vanguard clients, including myself, could avoid this fee by electing to receive e-delivery of statements and other communications.

Now, at this point, it is important to realize that, for various reasons, all Vanguard clients do not have access to email. Also, there are Vanguard clients who may have very good reasons for needing hardcopy documents. Just think about. I expect that it will not be difficult for you to find examples.

for these two classifications of clients. If you are experiencing any difficulties in doing, this just let me know.

Let's move on to another consideration. Your pre-October 24th clients

trusted you to continue to fulfill the philosophy and reputation for which Vanguard, in the frugal image of John Bogle, has become renownd. These clients certainly were not expecting to be hit with an account service fee. (You really should have been able to create a more descriptive title for this charge.)

You sort of pulled the rug out from under them with a surprise attack.

Given all of the forgoing, I suggest that the pre-October Vanguard clients be grandfathered: and the post-October 24th Vanguard clients be given their choice of either receiving or not receiving e-mailed documents. Those post-October 24th clients who want to continue to receive hardcopy documents would pay a fee unless they certify a need to receive hardcopy communications.

Of course, as numerous other fund families have already done, clients could simply be given their choice as to how they would like to receive their communications...without an fees being levied.

I expect that you now know what John would do. Please don't blemish his

memory with this insulting money-grab. It's just not worth it.

Thank you for your attention.

LeRoy Regner

[protected]

Called on 1/5/2023 to open an inheritance account. Want around and around with the customer service gentlemen because I was stuck in a loop. He said get back on after 1/15 and I should be able to get on to move funds around. I am sure it was on a recorded line you can get a transcript. On 1/26 I had my Fianacial advisor with me. I could not get on. The new customer service person said I have to do it by paper because I waited longer the 7 days to sign on. This is exactly opposite then what the first customer service person said. I will lose 13 thousand dollars because I could not take advantage of the early payment of inheritance tax due to the mis information I was given. If I do lose out on the 5% discount Vanguard is responsible for the loss.

There was no way to work-around when this loop happens. Excuse my language but I am secured because of the bad information I received. I am also going to file a complaint with the Better Business Bureau.

On 10/18/2021 and on 12/15/2021 I sent correspondence to an address in El Paso, TX to close my IRA account and have the money transferred to my bank account. Vanguard NEVER responded with my request. I can't log into my account because it doesn't match what is on file according to Vanguard. I tried several times to re-register online but the website would not let me. WHY? I even tried to reset my userid and password but that didn't work either. WHAT IS GOING ON?!

WHY won't anyone respond to me? There is NO email address to send an email to for this matter. Your company has changed for the worse!

For over 2 months I have been trying to pull money out of my 401k for past due rent. With my wife losing her job at the end of last year and bills piling up I had no choice but to skip rent and pay for daily expenses. Vanguard has given me the run around after runaround. I did everything they asked and more and was still told it was processing. Every time Vanguard waits til close on Friday to send an update saying I need to do something else after assuring me everything was in order. Now today once again I had done everything Vanguard requested and again at close I get a determination that I am not eligible. Vanguard has poor customer service and does not keep customers informed. I called well over 20 times to resolve my issue and they still said it was an issue at 8:40 pm I got an email. This again was right before close and when I couldn't speak to anyone. Well now I have to try to negotiate with my landlord as I wont know what is wrong til after the holiday. This is very frustrating as the time the take for withdrawals and their lack of communication or care for the customer. One of the representatives was very rude when I explained that it was an urgent matter and I was running out of time. Only after contacting my HR did the issue get resolved but now they claim they need additional information. I gave them everything. Why am I getting put through all of this for MY money?

My trade at 3:45 EST was to exchange 90% of my mutual stock holdings into my money market fund before 4 EST today.

When I attempted to do that on line, after I had entered in the transfer exchanges, a box appeared saying that there might be a problem if the amounts in the fund fell below the transfer amount, and then it locked up the page so I couldn't do anything.

I then called up and got delayed on the queue for 5 minutes and when it finally gave me an agent, it was 3:56 EST, and he slowly went through the amounts to be transferred and read them back, the clock ran out on 4 EST.

I do not want to hear how sorry you are, because it is obvious that not only does no good, but since you're not willing to make good, you really don't care.

I have requested a withdrawal for my move into my new home, I only requested 3k and since I've been told by different employees different things to receive for my request each time I call there is no clear understanding of process and the forms that I send one moment I'm good the next they are needing documents that I sent based on today's technology there has been docu sign for these documents and now I have sent wet signatures each employee there very arrogant and disrespectful I'm not sure who is doing the hiring process but it's going down hill fast so now I'm having to resend my documents purchase agreement and the vanguard request form wet signatures and they do not have supervision you have to put in a request for that so it's very upsetting and more less giving me reason to move on.

Vanguard provides repeatedly incorrect, incomplete or simple guesses in response to questions on the investor's support line. Also, it doesn’t respond to emails and doesn’t provide a supervisor/manager.

Assumptions that Vanguard employees understand the fiduciary duties of correct information. Specifically, this is when it has a financial impact.

Errors include:

- Communicating incorrect information when requested to cancel the transfer to the digital advisor; multiple calls provided different information. After 10 days and multiple phone calls and emails, the issue was resolved. Despite that Vanguard employees assured me that 1) there are no impacts and 2) they will impact my ability to trade on the digital advisor; in the end, I will have now to wait 7 days for a transaction. Multiple attempts to complain via email and voice calls including asking for a supervisor were unanswered.

- Digital advisor; I had 2 investments under the advisor 1) Roth IRA and 2) taxable investment. When I called to ask for the Roth plan to be changed to self-directed I was repeatedly advised that will be no impact on my portfolio. That was untrue as trades were executed without informing me (They continue to be executed). Request to speak with a supervisor – I was promised a response in 24-48 hrs twice. After 72 hrs no attempt to contact me.

The number of errors, false, incomplete, and misleading information is a warning to ALL customers of Vanguard. I have investments with 3 other firms; hence I have experience in customer service. In the case of Vanguard, I had about 8-10 different Vanguard employees, guessing, not understanding their products and systems, and misleading either by sheer ignorance, or negligence.

Trying to perform a partial roll over (in service withdrawal) from my Vanguard account

9/3/22 Tried to perform an electronic transfer initiated from my Fidelity account to transfer funds from my Vanguard account.

9/12/22 E mail sent to my personnel E mail indicating the request was rejected by Vanguard due to the need of paper work? Thought there would be no problem and did not check my personal E mail for several days.

9/22/22 Called Vanguard gave her my IRA information and told her just send the check to my house and I will walk the check to the Fidelity office, she told me the request was ok, and did not mentation any needed paperwork.

9/29/30/22 Per an E mail the request was denied because of needed paper work. Called Vanguard and I tried, but could not understand the person in the Philippians. Called again and another person, apparently at the same call center told me to fill out paper work attached to my account on the web site. Communications were very difficult. I told him the paper work was not proper and that I needed it to read as below. He refused to do so and would not give a reason, so I requested that instead of having the check mailed to my house to send it straight to Fidelity, then he said I was I was closing the account. I told him I was not closing the account but it was a partial rollover, in service withdrawal, to my existing pre-tax IRA account. I asked to speak to his supervisor he told me there was no supervisor but to hold on. He came back and told me he was going to cancel the request since now the check was going to be sent straight to Fidelity. I asked him if I needed to fill out any paper work he said “no”. I gave him the following information.

The check must have the following information on it:

Payable to Fidelity Management Trust Company (or FMTC),

FBO: Edward C. Tierney

IRA Account number: [protected]

The check to be mailed to:

Fidelity Investments, attn: Direct Rollovers

PO Box 770001

Cincinnati, OH [protected]

10/3/22 the funds were removed from the account per the Vanguard web site. Also this transaction has no information I could access on the site! I had no idea what was going on, where it was sent and with what information as I have previously received with past in service withdrawals in a detailed PDF document.

10/8/22 received the same paper work in the mail that I refused to sign on 9/29/22 since again, the IRA account number is not on the paper work and “FBO” is not stated on the paper work.

10/10/22 Edward Jones representative called me about a check that was received on 10/10/22 since my old account was closed. Drove to his office and recovered the check. Check# [protected]. The check is useless, but my account shows the amount was withdrew.

10/10/22 Called Vanguard and had a real problem understanding the representative, I explained that the check that was previously sent was sent to the incorrect institution and useless and again repeated the same information as above and was assured that the transaction was successful to correct the mistake.

10/12/22 Called Vanguard and got Mr. JR Damaso. Had him check to see if the cancellation on 10/10/22 was completed and the check was sent to the correct IRA account. He assured me it was streight.

Called on 10/19/22 Talked Mrs. Marigeris Beridgon she could not access system at this time.

Called Back and got Mr. Reginald Rosales and he could find no information on the call from 10/10/22

I asked to speak to his supervisor and he hung up on me.