Vanguard Reviews

This company has no regard for customer service. I have been waiting over two weeks for them to process a funds withdrawal that should’ve taken “3-5 business days”. When I call, no one is able to tell me where my check is or give me a way to elevate my concerns. I’m going back to Fidelity.

Date of experience: September 20, 2023

I have been trying since APRIL29 to make a simple change to my account. Vanguard does not communicate Not In Good Order issues effectively.

Date of experience: May 23, 2024

Have been Vanguard for well over a decade and now looking to move all our accounts. Have spent over a month trying to resolve some very straight-forward account issues and Vanguard seems highly incompetent. Have sent notarized and Medallion signature forms that they have lost or are unable to read due to or scanning. Customer service reps are friendly but unable to resolve.

Date of experience: June 18, 2022

Solid experience until they decided to not allow crypto ETFs. I understand not allowing actual crypto, but it is not up to Vanguard to decide what types of ETFs people should invest in. They obviously feel threatened, not surprised given their ties to centralized money. Good riddance!

Date of experience: February 25, 2024

Garbage customer service. They have a web portal message center. You leave a short succinct message on it asking for help. Their computer robo-acknowledges successful receipt of the message. Other than that, they don't respond at all. This has happened 4 times now (since I followed up my original request.)

Essentially, they have an unmonitored "secure message portal". Like a house with a doorbell that has 2 loose wires, not connected to anything.

Seriously, Vanguard? Not a good look for a trillion dollar asset manager.

Date of experience: October 19, 2022

The user interface of the platform is extremely outdated and difficult to use. They don't even show your open PNL on your dashboard. You have to click through to each individual holding. I guess that's fine if you are the type of person who never manages your account, but for an active investor it's extremely time-consuming and frustrating. It's also nearly impossible to find your cost basis for a position. The website is at least 10 years out of date.

If you have any issue, the service is abysmal. I needed help with something regarding my account and had to go through three different people before I found someone capable. It was a simple problem, too. 2 phone calls and one chat "assistant".

I just tried to get help again this morning with understanding what seemed like a simple issue in my margin account balance detail, and after 20 minutes in the chat, I gave up. They can't even answer simple questions and good luck finding the answers in the "help" section of the directory.

The service was better when I opened my account in 2019. The "chat" feature must be manned by AI bots. If not, they are overpaying.

I am moving my money and assets to Webull and ThinkorSwim. By the way, they messed up the transfer for my Roth, so I've had to submit it twice. They didn't transfer all my money or holdings. It's time to catch up to your competitors, Vanguard.

Date of experience: July 09, 2024

Previous posters are correct in reference to poor customer service. we have been clients in excess of 4o years . I never witnessed such poor customer service. I guess this is due to the company expanding so fast . Beware, some of new people don't know the correct answers to questions.

Date of experience: September 02, 2022

I’ve been a loyal Vanguard client for many years, but my recent experience has been deeply disappointing. Without any prior notification, Vanguard withdrew fees from my account, which I found both concerning and unacceptable. As a long-term client, I expect transparency and clear communication, especially when it comes to managing my financial matters.

I’ve reached out to Vanguard multiple times regarding this issue, speaking with several different representatives. Despite these efforts, the issue remains unresolved. I was even promised a phone call today by one of their colleagues, which never happened.

What makes this situation even more frustrating is that I still need to keep certain assets with Vanguard, yet their lack of communication and follow-through is causing me to reconsider my options. I understand these fees were recently instituted, but the way Vanguard has handled this situation—without any advance warning—shows a lack of respect for their customers.

I’ve requested a detailed explanation of these fees and the rationale behind the lack of notification, but so far, I’ve received nothing substantial. I strongly urge Vanguard to waive these fees as a gesture of goodwill and to demonstrate a commitment to customer care. Until they improve their transparency and customer service, I cannot recommend Vanguard.

Date of experience: August 13, 2024

Extremely long wait times on phone now Support has gone downhill, moved my money out! No crypto in IRA's allowed Dark ages! Tech issues too. People there have no idea what they are taking about. Horrible CX!!! Bogle is turning over in his grave!!

Date of experience: April 10, 2024

Condescending, rude, uncaring, misogynistic and arrogant are the better words to describe customer service at Vanguard Funds.
A more detailed description may not be printable. Nearly forty years and Flagship for all of those years and to see a once solid company go down to such an extreme is a shame. Do yourself a favor and look ELSEWHERE.

Date of experience: October 17, 2022

Tried to open an account for 50k and the agent made it so hard I just decided to find a different company.
I tried to do it online and was told call the an agent.

Date of experience: July 19, 2024

If I could give 0 starts I would. This has been THE worst service I have ever received in my life. I've been on hold now approximately 9 times. On the phone for 1 hour and 25 minutes. Spoke to 4 representatives, still no answer or help. I really hope you can find some customer services reps that know how to do more than place customers on hold and say " i cant help you with that"

Date of experience: April 08, 2024

My mom has an IRA with Vanguard. Unfortunately, she has dementia and dealing with Vanguard has been a nightmare. They do not recognize a durable Power of Attorney that is over 90 days old. I have submitted their report of incapacity, a letter from my attorney with a medallion seal and the POA. They cut off access to her account. They never call back to confirm receipt of any paperwork so you have to call. They never tell you what they need and if they do not get it, any paperwork you have submitted is dumped into the nethersphere and they deny ever receiving it. One rep to me to email it. Another rep told me that I shouldn’t email anything. One rep called me a liar when I told him that I had mailed all of the information to them twice. I know they received it. My Dad was listed first on the POA so I sent in his death certificate. A couple of months later, he received a letter from them revoking his access to the account. Lawyer up if you need to deal with them.

Date of experience: April 12, 2024

So, have been a customer of Vanguard for 25 years or so, good prices, good products, good customer service, user friendly interfaces. Then, a few years back they upgraded the app, not user friendly but for " consumer benefit", wrote them a letter, polite, no response, period, OK, not a big deal. So we retired, snow-birding in Mexico, first time in 20 years needed to talk to a rep. No text available, email and fb messanger respond with generic crap with a variety of country specivic phone #, no direct long distance dial, but through ATT excess, not even a paid option. Tried every one with every combination, no go, tried my American phone, Mexican phone, nada. They quit answering any communications and after a months, still no talk to noone. So I just took all my holdings out to another broker. What the hell happened to the company, they used to be tops.

Date of experience: November 11, 2022

Terrible customer service. I've been going back and forth with them for months about an account rollover. Absolutely unacceptable. I miss Fidelity.

Date of experience: June 10, 2024

Wow, 4 calls with long waits and each time the line went dead shortly after reaching an agent. During the wait, the system keep saying 30 seconds wait, but really 10 minutes until it says 30 seconds again.

Date of experience: April 03, 2024

Horrifying Company! I believe they are trying to keep an inherited 401k from my brother to me as the beneficiary. He passed away two years ago. They hang up on me, claim the paperwork to process has an "IT" glitch, send me nothing in the mail about the IRA. I suspect the CSR make stuff up on the phone like "oh yes, paperwork has gone through and I see the transfer is pending, allow two weeks." It never goes through despite what Vanguard CSR rep tell you. Refuse to or otherwise deny their is an office for to fly to anywhere in the United States to close out my brothers IRA and transfer to me. I would not put a penny in this company! I believe this to be deliberate from the top down designed to keep your money. I highly recommend placing a complaint with the CFPB, attorney general and BBB about this company.

Date of experience: September 19, 2022

My complaint remains outstanding after + 70days - Vanguard CS response is that they work in date order of receipt. CS must be in a mess.

Date of experience: April 19, 2024

This is a low business they make excuse about your check end up holding them money over a year? Tell me to reach out and when I do they claim in dont have an account yet they mail me statement with my name on it and everything else about the account. That how all these investment money by locking people account with false accusations! Low people’s with ties and suits! If they only allow me to post what they are doing behind close doors it will be great and no need explanation! you ready for the lawsuit scums

Date of experience: May 06, 2023

This is a side by side comparison of Vanguard with Fidelity, Schwab, and others.
I've had a vanguard account for over twenty years.
They always had the lowest fees compared to other brokerages.
Now they're just the same as everyone else in terms of fees.
Their funds have low fees, but I can buy into them through other brokerages.
I prefer online communication for investments. My mother preferred to use the phone.
I think Vanguard's portal is cumbersome yet lacking, but that's just my personal opinion.
What isn't subjective is the hassle that they are putting me through in order to inherit two accounts from deceased parents.
This season, I've inherited accounts from Fidelity, Vanguard, T Rowe Price, Schwab, a bank, and another investment through a transfer agent. Lucky me, I know.
All of the accounts were setup properly. There were no surprises and no hurdles to overcome. Straightforward stuff. I had all documents in order.
ALL the other other investment firms handled the transfers without issue. Some required this or that, a notary or a medallion, overnight paper or scan and upload. No problem.
EXCEPT Vanguard. Oh my. It has been horrible. Almost comical. They tell me their names and that we're on a recorded line and sound very official. After 30 minutes on the phone all that I have is more bad information. Conflicting info. Jeepers. I'm up to Six phone calls of 30 minutes or more to do something that they could automate.
Transfer your IRAs elsewhere. The transfer process is easy enough. The receiving company will do all the work. If you don't mind having some extra fees, go with T Rowe Price or JP Morgan. If you're frugal like me, go with Fidelity or Schwab.
Just don't put your kids through estate hell with Vanguard.
Or better, just don't die.

Date of experience: June 28, 2023