Vanguard Group Of Investment Companies

April 24, 2014
Dear [redacted]:Your correspondence dated April 2, 2014 was forwarded to me for response, in your letter you forwarded correspondence from [redacted], a copy of which I have enclosed for your reference.Please note, Vanguard has made several attempts to...

contact **. [redacted] regarding this issue. We will inform you once we have resolved this issue. If you have additional questions, or if I can be of any further assistance, please contact me at ###-###-####. Sincerely,

October 4, 2017Dear [redacted]:I am writing on Vanguard’s behalf in response to your request for information concerning complaint ID [redacted]. The complaint concerns an employer-sponsored retirement plan account. For your reference, I have enclosed a copy of the complaint as Exhibit A.Vanguard will...

be responding directly to the complainant regarding this issue, and we consider the matter closed. If you have additional questions, or if I can be of any further assistance, please contact me at ###-###-####.Sincerely,Jason MVanguard Compliance Department

August 6, 2015
Dear [redacted]:I am writing on Vanguard’s behalf in response to your request for information concerning complaint #[redacted].The complaint concerns a distribution request from a retirement plan account. For your reference, I have enclosed a copy of the...

complaint as Exhibit A.Please note, Vanguard has responded directly to the complainant regarding this issue and the matter is now resolved. If you have additional questions, or if I can be of any further assistance, please contact me at ###-###-####.Sincerely,
Alexa H.
ManagerCompliance Department

February 19, 2016Dear [redacted]:
I am...

writing on Vanguard's behalf in response to your request for information concerning complaint # [redacted].
The complaint concerns a request to roll over an employer-sponsored retirement plan account to an Individual Retirement Account (IRA). For your reference, I have enclosed a copy of the complaint as Exhibit A.
Please note, Vanguard has responded directly to the complainant regarding this issue and we consider the matter closed. If you have additional questions, or if I can be of any further assistance, please contact me at ###-###-####.
Sincerely,
Alexa H.
Manager Compliance DepartmentEnclosure

I am writing on Vanguard’s behalf in response to your request for information concerning complaint #[redacted]. The complaint concerns a distribution request from a retirement plan account. For your reference, I have enclosed a copy of the complaint as Exhibit A, Please note, Vanguard...

will be responding directly to the complainant regarding this issue to resolve the matter. If you have additional questions, or if I can be of any further assistance, please contact me at ###-###-####.Sincerely,Alexa H[redacted]
Manager Compliance Department

March 15, 2017Dear [redacted]:I am writing on Vanguard's behalf in response to your request for additional information concerning complaint ID [redacted]. The complaint concerns a distribution request from an employer-sponsored retirement plan account. For your reference, I have enclosed a copy of the complaint as Exhibit A. Vanguard will again be responding directly to the complainant regarding this issue, and We consider the matter closed. If you have additional questions, or if I can be of any further assistance, please contact me at ###-###-####. Sincerely,Jason M.Vanguard Compliance Department

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
 
they are thief and never got back to me and took my money and didnt get a correct response to the thier customer buecause I said I never did this kind of adjustment and they shoudl look into this and give me my money back I never or nor authorrizie any one to change my deduction to 90 % and I dont know how it became 90 but the only resoultion will be I need my money back in same manner or give me half of the money beaeu I am struggling with the bills

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.although the sales person did not inform me that it would take 8 weeks which I am not sure he should have since the Internet sales person informed via email that they are mailed out at the end of the month which would have been the end of September.   Not really important but it seems everyone there had a different story .  The customer care rep was very nice and assured me she would take care of it and did . 
Regards,
[redacted]

January 20, 2016Dear [redacted]:I am Writing on behalf of The Vanguard Group, Inc. and Vanguard Marketing Corporation (collectively referred to as “Vanguard') in response to your request for information concerning a complaint from [redacted]. The complaint concerns [redacted]'s...

inability to access his accounts on Vanguard's website. For your reference, I have enclosed a copy of your letter as Exhibit A.Vanguard has reached out to [redacted] and will work directly with him to address his concerns. If you have additional questions, or if I can be of any further assistance, please contact me directly.Sincerely,Marianne M.

Review: I took out my 401k money in 2009 and it was over 30,300 and they left stuck paying the taxes on that they was suppose too take 10,000 and they only paid 6,400 now the IRS and the Indiana Department Of Revenue is knocking on my door wanting there money thanks too this retirement company provided throught [redacted] they took 2 years worth of tax refunds I want half of my money back if not then I will proceed in Small Claims Court to get my money back over there lies and failure too pay all of that it states in there handbook if it's over 30 grand they have too pay all that of 10,000 grand and did not I am a mad consumer over this issue.Desired Settlement: I want my $2400.00 returned from Vanguard.

Consumer

Response:

---------- Forwarded message ----------

From: Revdex.com of Metro Washington DC <[email protected]>

Date: Wed, Mar 12, 2014 at 3:29 PM

Subject: Fwd: COMPLAINT ID: [redacted]

To: [redacted] <[redacted]>

---------- Forwarded message ----------

From: [redacted] <[redacted]>

Date: Wed, Mar 12, 2014 at 1:57 PM

Subject: COMPLAINT ID: [redacted]

To: "[email protected]" <[email protected]>

This is [redacted] I don't see where they Vanguard even gave a response to this complaint and I did do a feedback and a [redacted] said someone would get back too me on this matter and so far no one has there not getting away with this I will tell you that much and today I have emailed to get an attorney this has went on for 5 years so far this matter obviously isn't getting handled I can't accept there offer if I don't see a response too the complaint. I thought I would let you know this thank you [redacted]

Review: Four days ago I was locked out of accessing my retirement accounts online. After calling customer service in the morning to inquire as to why, I was told to leave my number and someone would call me back within an hour or two. After not receiving a call, I called again later that afternoon and was told to leave my number and someone would call me back. I then called 3 times on the next day and got the same response each time; leave your number and someone will call you back. I asked to speak to a supervisor or manager and no one was available. I demanded to speak to someone in the department that was supposed to call me back and was told each time that they were experiencing heavy call volume. I asked to be placed into the call queue and was told that I could not. The next (3rd) day I called 2 more times and was again denied being allowed to speak to someone about my account. I demanded a representative, or a supervisor or manager, and was told that that would not be possible. I am on day 4 of not being able to access my accounts and this is absolutely ridiculous customer service. I have not received a single call back, and I've been told that there is no escalation process.Desired Settlement: I need someone to call me back ASAP, and I need my online account access restored immediately.

Business

Response:

September 8, 2014Dear [redacted]:I am writing on Vanguard’s behalf in response to your request for information concerning complaint #[redacted],The complaint concerns [redacted]'s inability to access his retirement plan account online. For your reference, I have enclosed a copy of the complaint as Exhibit A.Please note, Vanguard has responded directly to the complainant regarding this issue and the matter is resolved. If you have additional questions, or if I can be of any further assistance, please contact me at ###-###-####.Sincerely,Alexa HManager Compliance Department

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I have a retirment account with Vanguard from a previous employer. I have been trying to roll the account over for 2 years. I have called 8 times and each time I call I am told that my account will be rolled over. I wait a month , nothing happens, I call back and they say that they have no idea what I'm talking about. On my most recent call I was able to speak to a supervisor who ensured me that everything was taken care of and that I would recieve a check in the mail with my retirement balance. That was 2 months ago and I feel like they just want to hold on to my money and have no interest rolling my account over. I have spent over 5 hours total on the phone with Vanguard and I would like the Revdex.com to step in and help me resolve the situation.Desired Settlement: I would like Vanguard to roll my account over or send me my account balance.

Business

Response:

November 4, 2014Dear [redacted]:I am writing on Vanguard’s behalf in response to your request for information concerning complaint #[redacted].The complaint concerns a delay in rolling over a retirement plan account to an Individual Retirement Account. For your reference, I have enclosed a copy of the complaint as Exhibit A.Please note, Vanguard has responded directly to the complainant regarding this issue and the matter is now resolved. If you have additional questions, or if I can be of any further assistance, please contact me at ###-###-####.Sincerely,Alexa HManager Compliance Department

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: Vaguard has made no attempt to contact me and a resolution to this issue has not even been dicussed. Vanguards response to the Revdex.com claiming that they have contacted me and resolved the issue is an outright lie. I am shocked that a company this large can act in this manner.

Regards,

Business

Response:

December 9, 2014Dear [redacted]:I am writing on Vanguard’s behalf in response to your correspondence dated November 25, 2014 regarding complaint ID #[redacted]. For your reference, I have provided a copy of your correspondence as Exhibit A.[redacted]'s follow up to our response to his original complaint concerns an incorrect birth date on his recently opened Vanguard Rollover IRA and his desire to now move this account to another financial institution.A Vanguard representative has spoken directly to [redacted], and we consider the matter closed. A copy of our response to [redacted] is attached as Exhibit B.If you have additional questions, or if I can be of any further assistance, please contact me at ([redacted].Sincerely,Marianne M.Manager Vanguard Compliance Department

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. After two years of trying to get this resolved I contacted the Revdex.com and they resolved it in a couple of months, thank you so much.

Regards,

Review: Vanguard has had my investment funds since 2010, I need them to survive at this point and after 2 weeks of attempts I can not get anyone to respond and return my calls. Every single time I call they "have no one available to assist me but will have them call me" these calls, they say, are always recorded. They are holding my money and if they do not call me back there is no way that I can access these funds to continue to survive. I have allowed them to utilize my funds for 4 years with a return in all of this time less than $10 to me. My request to them is simple, call me back and allow me access to what is mine, but they do not respond. It was March and April when I began to attempt to contact as when I tried access my account on line it said that I had to call. I have been calling, I needed to change my address and then I needed to access my funds. Every time "someone will get back to you" but this has yet to occur. I spoke to a "supervisor" who also said he can not help me special accounts must. Well, then call me, there is no reason at all that I can not access what is rightfully mine.Desired Settlement: I only want what is rightfully mine, my money that they are holding and will not return my calls. It is mine, I have allowed them to utilize it for 4 years and I need it now.

Review: I took out a 401k loan around 2-3 from the website. Around 2-10, I received in the mail and overview of the loan and found a mistake that instead of the full term (5 years) that I was to pay it off in the smallest term (1 month.) I knew this was not something I selected on the website and immediately called them. They said they weren't sure what they could do because it was my fault (which I disagree.) They were going to look into it. Around 2-13 I got a call back they were still looking into it and that it would be a couple business days. This was very important because I needed to figure out how to resolve it before my paycheck came. The loan automatically comes out of my work paycheck so if they could not fix it, I needed to move to a plan b. I called them back on 2/19 telling them again how desperately I needed resolution because I was getting paid they next day. They had no update for me. I asked to speak to a manager and was on hold for 10 minutes and I finally had to go back to work. I emailed them that evening and had a response they would get back to me within 2 business days. I still have not had a response. I got my check and nothing reflected on it regarding this loan but I need to know what to do. Their system is flawed. If it's going to default where the user doesn't have to touch it - it should default to a loan of the LEAST amount (which it does this) and a term to the GREATEST amount (which it does not do.) The reason is....there's no penalty for paying the loan of early but as you can see...by it defaulting to 1 month for a $40K loan....causes issues. Because I haven't heard from them and I'm worried about the next pay period - I'm going to have to move a lot of money around unnecessarily that is going to cost me extra money just because their system is set up incorrectly AND they can not get back to me. I have over $400K in my 401K - this should not be an issue in the least!! The money is there - just fix the loan.Desired Settlement: I just want this initial request fixed so so that I know how to proceed. I also want the web site fixed. No one should have to go through this when the whole point is to simplify their life.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: When my father died on 7/8/12, I inherited stock and other assets. I approached Vanguard to open accounts and move everything into my accounts. I have a letter dated 10/6/12 Vanguard Message Number [redacted]..."Vanguard will track the cost basis of the securities that you transferred to us." I provided the letter from the estate attorney showing valuations on the date of my father's death to use and was told they would be used. These were instead ignored and the dates and costs of the stock, etc. from when my father purchased them originally were used instead. This will required thousands of dollars of taxes I do not owe. I did not discover this until a 1099B was issued for 2012.

I have called several times, faxed letters twice and emailed trying to get this corrected, but there has been no response.Desired Settlement: Correct the 1099B immediately. Communicate with me.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint [redacted], and find that this resolution is barely satisfactory to me.

Regards,

Review: Since September 2, 2014, I have been trying to obtain a distribution of my funds and close my account with Vanguard. I have continuously spoken with Vanguard employees regarding how to handle my request. The Plan Administrator must sign the distribution form; however, I cannot have contact with my Plan Administrator to sign the required form due to legal reasons. Vanguard has been informed of this in writing twice and via several phone conversations since September 2, 2014 through September 13, 2014. I was informed by Vanguard of September 4, 2014 that they would forward the form to the Plan Administrator for signature and return. As of today's date, September 13, 2014, they have yet to forward the form to the Plan Administrator. They have not provided any explanation as to why the form has not been sent and indicate they plan to send the form out. They will not advise when they will send the form. Each and every conversation I have with Vanguard customer service, they recite this same message over and over again. I am appalled by their lack of assistance and am grossly disappointed in their actions. I understand that my request may be out of the norm; however, the actions of Vanguard are reprehensible.Desired Settlement: I want my funds distributed by September 15, 2014. I have been awaiting the funds distribution since September 2, 2014. I was advised on my first phone call to Vanguard customer service that I should receive my funds within two to ten days. I also require an apology letter from Vanguard that entails details regarding their gross misconduct.

Business

Response:

September 29, 2014 Dear [redacted]:I am responding to your letter dated September 15, 201, referencing correspondence from [redacted], a copy of which I have enclosed for your reference.Please note, Vanguard has responded directly to [redacted] regarding this issue. If you have additional questions, or if I can be of any further assistance, please contact me at ###-###-####,Sincerely,Mark K Manager Compliance Department

I was divorced in 2013 and entitled to half of ex-spouses retirement w' Vanguard. They did nothing but jerk me around for 9 months. I ended up sending certified letter to the President and letters to everyone else on the board detailing my unhappy experience with their QDRO department before I finally got a a letter from them, and I received my settlement. Most rolled over but as I was now single I also asked to receive a distribution to make an emergency fund. They did so, but messed that up so badly that I ended up paying almost $17000 in taxes this year. Half of my salary and a huge dent in my emergency fund. Thanks for nothing, Vanguard.

Review: I would like to be compensated for time missed in the market from December 5, 2013 to March 14, 2014 due to Vanguard's negligence in rolling over my Traditional IRA.

On November 20, 2013 Vanguard received paperwork for me to roll over a Traditional IRA and Roth IRA from [redacted] to Vanguard. I gave instructions to invest the money in a Target Retirement 2045 fund.

When I initiated the transfer I was assigned a personal concierge service--a direct contact to shepherd me through the process.

After a call with a Vanguard concierge and [redacted] representative, [redacted] liquidated my Roth IRA and Traditional IRA accounts in preparation for Vanguard to initiate the roll over to Vanguard. The liquidation of my funds was confirmed on December 2, 2013, and was settled on December 5, 2013.

They neglected to roll over either fund until I called them at the end of December. They finally initiated roll over the Roth IRA on December 30, and it was invested on January 10, 2014.

Vanguard admitted neglect by compensating me for the missed days in the market, but for the Roth IRA fund only (a small fraction of the overall value). They sent me a letter compensating me for the missed days in the market, where my investments would have accrued from December 5 - December 30, 2013.

Vanguard refused to compensate me for the missed days in the market for the Traditional IRA. They claimed that I had not submitted some paperwork to set up an account--however, the "personal concierge" did not remind me or follow up on any aspect of my account, so I feel this is sidestepping the issue.

In addition, after the Traditional IRA was rolled over in cash to my Vanguard account, it sat in a money market account from January 10, 2014 to March 14, 2014. This was despite my express instructions in the original paperwork to invest it in the Target Retirement 2045 fund, initiated on November 20, 2013. In addition, I had been in frequent contact with a different Vanguard personal concierge--and she neglected to ensure that once the Traditional IRA funds rolled over that they be invested.Desired Settlement: I would like to be compensated for time missed in the market from December 5, 2013 to March 14, 2014 due to Vanguard's negligence in rolling over my Traditional IRA.

Business

Response:

April 24, 2014Dear [redacted]:Your correspondence dated April 2, 2014 was forwarded to me for response, in your letter you forwarded correspondence from [redacted], a copy of which I have enclosed for your reference.Please note, Vanguard has made several attempts to contact **. [redacted] regarding this issue. We will inform you once we have resolved this issue. If you have additional questions, or if I can be of any further assistance, please contact me at ###-###-####. Sincerely,

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

I have returned Vanguard's call and am looking to get in touch with them.

Review: I submitted IRA transfer forms to Vanguard in writing to transfer some of my money from my IRA at [redacted] to Vanguard. They blatantly disregarded my written instructions and through gross negligence transferred much more money than I authorized in writing. This caused huge financial losses for me in my account at [redacted], negating any chances to move my money at [redacted] due to fallinf below a required threshold. The representatives at Vanguard - [redacted], and [redacted] (sp?) - have done a poor job of finding a fair resolution. They are poor customer relations people as that both have put in minimum effort to resolve this issue, even though they have readily admitted numerous times how "sorry" they are for my financial losses. I even moved my money once at Vanguard in an attempt to minimize my losses. The transaction went through electronically and was subsequently "reversed" and made even worse by these rogue employees, just making up their own set of rules to try to hide the problem.Desired Settlement: My financial losses have been huge. The effort of the above named employees have been poor. I'm absolutely positive that Vanguard's management will not be happy when they learn of this situation. These employees should probably be replaced, but I am willing to give them a second chance if they agree to intensive customer relations training. As for my fanancial losses, I'm sure when Vanguard's management learns of what these employees have done they will be able to come up with a far more reasonable solution to help minimize my losses over the last 6 months.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: Vanguard realized they made a huge mistake. They said they were sorry many times. They said they don't like making phone calls concerning their mistakes ([redacted] at Vanguard on recorded lines). They want to try to force a settlement acknowledging their wrongdoing on me for a small amount. This only covers the most basic amount that they came up with using the absolutely most minimal mistakes. They have been unfair and unresponsive to all my actual losses. This is another example of a huge company deciding what it right for a customer who did everything correctly. They need to look at ALL the WRITTEN correspondance I have submitted, and the ELECTRONIC transaction I completed and the subsequent REVERSAL by [redacted] and DAVID TARTUS, and, they need to listen to ALL the RECORDED conversations between me and the above two named employees to get the FULL PICTURE of what actually happened. I will await their further review, when they do it THOROUGHLY and FULLY. Thank you. Vanguard has put in the most minimal effort at every step to resolve this.. I will wait patiently until it is resolved.

Regards,

Review: I start to open my account on January 9th 2014, and I called several times and every time I was on the phone talking to the resp literally for HOURS. Now it is April and some of the accounts we opened are still in disarray, I cannot see some of them and some balances, I have at least 3 user names and passwords.The customer service managers they did not call me back and they did not follow up.TERRIBLE CUSTOMER SERVICE

14-03-05 -- corena smith ###-###-####

14-03-05 alex r[redacted] ext [redacted]

14-03-04 -- taylor ###-###-####

14-02-10 -- Huan extension [redacted] 14-02-06 -- robert w[redacted] -- team leader is in meeting , will call me at 130

14-01-?? -- thomas m[redacted]

14-01-?? -- Jeremy L[redacted] part of management team

14-01-?? -- talking to HECTOR O[redacted] 14-01-09- philip extension [redacted]

14-01-09 al b[redacted] ext [redacted]

I want to make sure I can see all my accounts and balances with one log in username and password like Corena S[redacted] told me it is possible

I want to set all accounts to paperless

I want to set beneficiaries for all my accounts

Then I need help to see what funds and assets I can transfer from [redacted] over

Then I need help to fill out the forms to make the transfer from [redacted]

Al b[redacted] ext [redacted] was the smartest and most useful person so it would be nice to talk to him againDesired Settlement: I want to make sure I can see all my accounts and balances with one log in username and password like Corena Smith told me it is possible

I want to set all accounts to paperless

I want to set beneficiaries for all my accounts

Then I need help to see what funds and assets I can transfer from [redacted] over

Then I need help to fill out the forms to make the transfer from [redacted]

Al b[redacted] ext [redacted] was the smartest and most useful person so it would be nice to talk to him again

Business

Response:

May 14, 2014Dear [redacted]:Your correspondence dated April 21, 2014 was forwarded to me for response. In your letter you forwarded an inquiry from [redacted], a copy of which I have enclosed for your reference.Please note, Vanguard worked directly with [redacted] and has resolved his issues. If you have additional questions, or if I can be of any further assistance, please contact me at [redacted].Sincerely,Frank R[redacted] Manager Compliance Department

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

FIVE of the SIX pages are just cover fax pages,And one of the faxes has THREE lines where Vanguard says they resolved all my issues.No proof, no details NOTHINGI am still getting paper mail on one of my account although they have tried repeatedly to set me to online and email statements

Regards,