Vanguard Group Of Investment Companies

Review: Vanguard suddenly charged me fees on my account. I inquired about the fees and was told that if I chose paperless statements, they would refund me the fees and not charge fees in the future. They now have charged me another $60 in fees for the same reason. I never turned off the paperless statements. They refuse to refund me the fees now.Desired Settlement: They need to refund me the $60 in fees.

Business

Response:

September 17, 2014Dear [redacted]:I am writing on behalf of Vanguard Marketing Corporation (“VMC”) in response to your August 28,2014, complaint to the Revdex.com concerning fees related to your brokerage accounts. In your correspondence, you indicated that you were charged S60.00 in fees after you were told that no fees would be charged if you chose to receive paperless statements. You stated that you had never turned off the paperless statements and that Vanguard, refused to refund you the fees incurred.We reviewed your accounts and determined that you were charged the annual account service fee of $20.00 for each of your brokerage accounts, three accounts in total, on June 10, 2014. Yon contacted us regarding the fees, and you were informed that in order for the fees to be refunded and avoided in the future, you would need to change your mailing preferences to e-delivery on each of your accounts, which you elected to do. The $20.00 service fee for each account was then reversed on July 7, 2014.Upon further review, we determined that each of your brokerage accounts was erroneously reimbursed $40.00 for the service fee instead of $20.00 per account, resulting in a $20,00 overpayment in each account. Vanguard realized the error in August and subsequently debited each brokerage account by $20.00 on August 5,2014, to offset the additional credit. As a result, all of your brokerage accounts now reflect zero charges incurred for the annual account service fee.Based on our research, we can conclude that you have been reimbursed for the annual account fees incurred in June 2014 for all your brokerage accounts. Additionally, VMC has reviewed your mailing preferences and you are properly set for e-deliveiy on all your brokerage accounts so you will not incur the account service fee in the future.I trust that this information is responsive to your inquiry. If you have any questions, a qualified representative will be pleased to help you and can be reached at [redacted].Sincerely,Ellen RCompliance Administrator Vanguard Compliance Department

Review: I have a fund with Vanguard and have been with them a long time. But just recently, I wanted to withdraw a small amount for a vacation with my grandchildren. I found I was locked out of my account and the girl I talked to said she couldn't do anything about it. I called, it seems every day or so for the next 2 weeks, no return calls, then found out they had been calling my DISCONNECTED number, after telling them time and again what my new numbers were. Then I get 2 letters on the SAME day, telling me I was put back on to access my acct. , and the other letter, dated a day later, that I was blocked from on-line access.

I looked up Vanguard Customer Service Complaints, on [redacted], and found 80+ complaints similar to mine. They originally told me I answered a security question wrong. Well, I am 67 years old and did not write down what I put. One question was where did I meet my spouse. I could have put the city OR the restaurant name. I didn't remember, but never once did they ask for my acct. number. This is a family account that I have been adding on to, and my children, who do not live with me, told me to call our lawyer. We were ready to start an Index Fund, but that is very questionable now that I will stay with this company!Desired Settlement: I would like to have access to my account!

Business

Response:

August 7, 2014Dear [redacted]:Your letter dated July 22, 2014 was forwarded to me for response. In your letter you reference correspondence from **. [redacted], a copy of which I have enclosed for your reference.Vanguard has worked directly with the client to resolve this issue. If you have additional questions, or if I can be of any further assistance, please contact me at ###-###-####.Sincerely,Mark [redacted]Manager Compliance Department

Review: Trying to get my 401k withdrawl and it's taking a over a month and they keep telling me there working on it. Have no time frame for when it's going to be done. It shouldn't take that long once I quite my job to get the money to me. I'm not sure if they don't want to release money for whatever reason.Desired Settlement: To have my money direct deposited into my account.

Business

Response:

December 2, 2013

Dear **. [redacted]:

I am writing on Vanguard’s behalf in response to your request for information concerning a complaint from **. [redacted].

**. [redacted]’s complaint concerns a delay in a distribution request from his retirement plan account. For your reference, I have enclosed a copy of the complaint as Exhibit A,

Please note, Vanguard is responding directly to **. [redacted] regarding this issue and the matter is now closed, If you have additional questions, or if I can be of any further assistance, please contact me at ###-###-####.

Sincerely,

Review: called 3 seperate times no call back no resolve. feel like company does not care about me or the money I have invested with them. I am thinking of pulling it out! They say they make very little off my money is the theme this perhaps is why they dont care. I want someone to helpDesired Settlement: To give itemized charges of all brokeridge charges for this year. Show me that it cost them 20$ a trade! I want proof or if not then refund me some money since they claim it is at cost. I want to see the brakedown of it. You are playing with thousands of my dollars and dont believe this should be so hard. I have wasted time trying to get answers here and this will be last attempt before pull out all of my money! Here is your sign pay attention.............. or I will tell everyone I know other and better investment oppurtunities for there retirement. I do know of some. I AM TRYING TO STAY DIVERSIFIED WITH YOU GUYS BUT YOUR MAKING IT DIFFICULT.

Business

Response:

July 15, 2014Dear [redacted].I am writing on Vanguard’s behalf in response to your request for information concerning complaint # [redacted].The complaint concerns the cost associated with trading equity brokerage products through Vanguard Brokerage Services. 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 [redacted].Sincerely,Kevin W Manager 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: I do not see where they resolved the issue. I have asked. for all charges to my accounts brokerage and ira?

Regards,

Business

Response:

July 31, 2014Dear [redacted]:I am writing on Vanguard’s behalf in response to your request for information concerning complaint # [redacted].The client rejected Vanguard’s initial response to his complaint concerning the cost associated with trading cquity brokerage products through Vanguard Brokerage Services.Please note, Vanguard has responded directly to the complainant regarding this issue and Vanguard considers this matter closed. If you havc additional questions, or if I can be of any further assistance, please contact me at [redacted]Sincerely,Kevin W Manager Compliance Department

Review: On 8/19 at around 8am EST I called Vanguard and asked for all of my ten funds to be liquidated and the money wire transferred to my bank account on file. They agreed to process the request but said they could not do a same day wire transfer because of the way the funds would be sold but that they would wire (singular form) the money the next day (8/20) and advised that they did not charge a wire fee but that my bank may charge a wire fee. They did not advise that they would send multiple wires (up to one per fund).

My Vanguard records show the 10 funds were sold on 8/19 and my bank records show that 9 wires were initialed and received on 8/20. As a result, I was charged nine $12 wire fees (Total $108 fees) rather than one $12 fee. Why Vanguard choose to combine two of the funds into one wire, but claims when I contacted them that they have to send one wire per fund does not make sense. I was under the impression the funds would be sold and the monies all combined and sent as one wire. Since Vanguard did not warn, nor receive my permission to issue 9 wires, I would like to be refunded for the 8 other wire fees at $12 per wire for a total of $96. I realize Vanguard did not charge me this money, however they issued a service (8 extra wires) I did not authorize, which resulted in charges to me.

When I contacted Vanguard on 8/29, I spoke with a Sales associate, a Senior Sales Associate, and a supervisor/manager. They advised that my bank was the one at fault for charging for each wire and that I should contact them and ask for a refund of the 8 wires. I asked if there was any other recourse or person I could talk with to resolve this issue to which they replied in the negative. I informed them I would be contacting the Revdex.com.Desired Settlement: 1. I would like Vanguard to refund me $96.

2. I would like them to start verbally advising clients that they intend to send multiple wire transfers (as much as one per fund) when dispersing funds or liquidating accounts rather than selling all funds and sending one combined wire.

Business

Response:

September 24, 2013

Dear Ms. Nolan:

I am writing on Vanguard’s behalf in response to a complaint you received from [redacted]. For your reference, I have enclosed a copy of the complaint as Exhibit A.

We have responded directly to [redacted]. 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:

The business informed me that they would not reimburse me for the fees I had received. They claimed that their policy is to issue one disbursement (in this case a wire) per fund. They claim they issued 10 wires. I did have ten funds, but they only issued 9 wires which totaled the amount of the 10 funds. In other words, they combined two funds into one wire. How is it then that they can arbitrarily combine funds into one wire, but yet claim they could not have combined all the funds into one wire?

I stand by my assertion that they issues a services (8 extra wires) which I did not authorize, nor did they inform me at the time I requested they liquidate my account, that they would be sending multiple wires. I would like them to refund the $96.

Regards,

Consumer

Response:

I would like to drop my complaint against Vanguard. Shortly after my last correspondence to Revdex.com, they sent me a letter saying they would not reimburse me. A couple of days after that they sent me a check for $96 with no explanation or letter. As much as I would have liked an apology, I don't think one is coming. Thank you for your intervention - without Revdex.com's interaction, I doubt they would have reimbursed me the $96.

Review: The company had my wrong ssn and I sent a copy of mine right one to them at there request.That was 3 weeks ago.I have called them quite a few times to see if the change has been made.They tell me they received my ssn and it has been authorized.They don't know why the changes haven't been made.I need this changed so I can receive my packet offer of a lump sum pension buyout.They keep telling me they'll have pension person call I never received any call back.The dead line on this offer is July 3rd. Thank YouDesired Settlement: Want my pension packet lump sum sent to me.

Consumer

Response:

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

From: [redacted] <[redacted]>

Date: Tue, Jun 18, 2013 at 1:01 PM

Subject: complaint

To: [email protected]

it seems my complaint was resolved.ID [redacted] Thank You

Review: I was employed through [redacted] office products since 2006. I have a 401 k plan through Vanguard that I have not contributed to in years. Vanguard deducts a fee every month calling it a maintenance fee and eventually there will be no money left in the account. In November 2013 [redacted] merged with [redacted]. I have been trying to cash out my 401k since then with no results, only promises of call backs with information which are not received.Desired Settlement: Since [redacted] merged with [redacted] technically I am no longer employed with [redacted] and I would like for my 401k to be cashed out and a check issued as soon as possible.

Business

Response:

April 10, 2014Dear **. [redacted]:I am writing on Vanguard’s behalf in response to your request for information concerning complaint # [redacted],The complaint concerns the fees that are assessed on a retirement plan account and a distribution request. For your reference, I have enclosed a copy of the complaint as Exhibit A.Please note, Vanguard is responding directly to the complainant regarding this issue. If you have additional questions, or if I can be of any further assistance, please contact me at ###-###-####.Sincerely,

Review: Failed to return calls to bank or me regarding hold of funds deposited for my nephew, disabled adult since May, 2013. Two letters sent, bank security called them talked to them twice in bank call said would get back with us but never follow up. Hold is on $20,000.oDesired Settlement: Release funds by letter to Regions Bank saying will not withdraw funds if hold is lifted on account in my nephews' s name I am custodian,court appointed conservertor for his finances.

Business

Response:

October 2, 2013

Dear **. [redacted]:

I am writing on Vanguard’s behalf in response to your request for information concerning a complaint from **. [redacted].

**. [redacted]’ complaint concerns funds invested in his nephew's name. We are unable to find any information regarding this issue with the information provided. We need **, [redacted]’ nephew’s name, and or a Vanguard account number in order to research this issue. The account number provided is for a plan which has many participants.

If you have additional questions, or if I can be of any further assistance, please contact me at ###-###-####.

Sincerely,

Review: I am trying to cash out my 401k plan and Vanguard is the investment firm selected by my former employer, [redacted] University. I have done all I can to try and retrieve my own money from this investment group by I keep getting the run around from them about where my money is. This all started, on 6-10-14 when they did not electronic deposit my funds into my bank. In which case I was told 100% I would have my funds in my bank on 6-10-2014, their excuse was THEY used the wrong bank routing number. When the customer service rep read the number to me I immediately told them it was wrong. They read me [redacted], and mine is [redacted], did not disclose the whole number, but there is no way I could have given them this number. Because of this I had thousands of dollars in electronic checks bounce because they made a mistake, and have been charged to date $1280 in fees, because they cannot get things right. They then told me they would mail me the money overnight as soon as the funds were returned to them from the wrong bank. I called back on 6-11-2014 and was informed that the money was going to be sent on 6-12-2014 overnight, and the person on the phone guaranteed that I would get my money on Friday, 6-13-2014. They told me the money was sent via Fedx, and I would get both checks, one for $4087, and one for $9198. I waited at home after taking the day off of work because after the circus I went through to get to this point, I did not trust them to send it non-signature required. So, while I waited I called Vanguard and they told me I would not be getting anything today, 6-13-2014, and they told me no funds were ever sent to me. The nice person on the phone told me he would send it out for a saturday delivery, 6-14-2014. As I was on the phone with him the Fedx truck stopped and gave me one check for the $4087, and the customer service rep told me that was not showing up in his system, but I did not get the larger amount of $9198. I thought maybe that would come saturday, and it did not. I contacted Vanguard today and they told me my funds, the $9198 are being held, but will not tell me why. I need help to get my own money out of this company. They are not working with me, and have told me they will call me back, and have not done so.Desired Settlement: I want my money sent to me I, and I want them to cover the $1280 in fees they have brought me because of the error they performed on their end of them using the wrong routing number. Please help me, Vanguard is unwilling to send me my own money, and refuses to tell me how to file a complaint with them internally. Please help me.

Business

Response:

July 1, 2014?Dear **. [redacted]:I am writing on Vanguard’s behalf in response to your request for information concerning complaint# [redacted].The complaint concerns a distribution from a retirement plan account. For your reference, 1 have enclosed a copy of the complaint as Exhibit A.Please note, Vanguard is responding directly to the complainant regarding this issue. If you have additional questions, or if I can be of any further assistance, please contact me at ###-###-####.Sincerely,

Review: I have recently created an account on Vanguard and transferred funds into that Vanguard account. For the past 1.5 weeks I have been unable to access this online account. When I type in my password (which I am reasonably sure I never changed) into the appropriate field and attempt to log in into my account. I receive a message stating ("The password entered is incorrect. Reenter your password"), when I attempt to retrieve my password through the provided "Forgot Password" link, I see a message that states ("Your request can't be completed at this time. Contact us for assistance.").

I have contacted Vanguard customer care every day for the past week (sometimes several times in a day). Each time I call, the representative (not an automated machine, but an actual person) I speak to answer my request for a resolution to my issue with "An associate is not available to assist you, please leave a call back number". As I've already stated, I've called every day requesting a resolution and I've also left several call back numbers (my work number and my personal number). I have yet to receive any communications from the company in any form. The customer service representatives I speak with are on average 'cordial' (despite being incredibly unhelpful) - however, I must point out, that I've been hung up on several times when I attempted to escalate the issue by speaking to a manager. I've attempted to gain as much information as possible on this issue - specifically asking the customer care representatives - "what would be a good time to call so that I can speak with someone" (Answer: I don't know), I've asked "Is there anyone I can email or call" (Answer: no), I've asked "When will this likely be resolved" (answer: "I don't know" or something broad like "In due time").

At first the issue was mildly annoying, but the lack of response time - mixed with general inability to explain the situation or provide any assistance other than "I don't know" - has resulted in me preferring to end my relationship with the company.Desired Settlement: A phone call or an email works equally well in this situation - and I would hope that this phone call (or email) would provide an explanation and assistance in accessing my account as well as transferring my money out of the account. If there is a charge attached to transferring my money out of this company - I believe its fair that it is waved, considering the company's ineptness in dealing with the issue. An apology would be appreciated as well, both for rude customer service hanging up on me and the incredibly slow response time.

Business

Response:

June 13, 2014Dear [redacted]:Your letter dated June , 2014 was forwarded to me for response. In your letter you reference correspondence from [redacted], a copy of which I have enclosed for your reference. [redacted]s concern is his difficulty gaining online access to his account.Vanguard is responding directly to [redacted] regarding this issue. If you have any additional questions, or if I can be of 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 still have recurved no communication from this company in any form. I will try calling them again today. This will be more than two weeks that the issue has remained unresolved.

Regards,

Review: Submitted application to rollover prior company pension into my rollover IRA account.

Printed documentation, signed, and notarized.

Overnighted the form

I received a call today to tell me the address page that has ONLY VANGUARDS Address was not included, therefore the rollover could not occur due to legal reasons.

I asked for the legal code that required this, and was told I would have to discuss with the IRS.

I received zero information, no offer to escalate, or where to research this issue other than call the IRS.

I do not wish to redo the entire process because of a piece of paper with not legal binding to the agreement. Vanguard offers no avenue to discuss with someone outside the scripted customer service line.

When discussing the process in early August, no mention of the address page being included was a requirement.Desired Settlement: Phone call witht he exact legal code requiring an address page be included in the application. acceptance of the address page via email or fax, and not have to redo the entire process, or provide free overnight shipping of the application again.

Review: Refusal to provide information that is supposedly in their file pertaining to estate of [redacted] by Vanguard Beneficiary Specialist Department located at [redacted].Desired Settlement: Vanguard must send required information in order to settle the Estate of [redacted] by [redacted]/Dependent Administrator.

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: We have been asking for this information, since January 2013 and still do not have proof.

Regards,

Business

Response:

Please see attached