Vanguard Customer Service Mega-thread

Discuss all general (i.e. non-personal) investing questions and issues, investing news, and theory.
Post Reply
sport
Posts: 12094
Joined: Tue Feb 27, 2007 2:26 pm
Location: Cleveland, OH

Re: Disappointed in Vanguard

Post by sport »

goingup wrote: Fri Apr 08, 2022 9:01 am
maj wrote: Fri Apr 08, 2022 8:04 am About two months ago I was notified that a check I wrote on my MM account, as a gift, had been rejected by Vanguard. I found this only because I occasionally check my account for Messages. I should have been sent a direct email when this error was discovered by V.
maj-
I think Vanguard is trying to eliminate checks altogether. A few years ago I got notification that I would have to "opt in" in order to continue to use checks for MM accounts. Did you opt in for check writing? I shredded our Vanguard check books and now ACH funds to our bank checking when I need to write a large check.
I believe the problem is when you have checkwriting on an account, but don't use the checks for too long a time. I have been using Vanguard checks for QCD donations from my IRA account. They have been processed without any problems, and I don't need to apply to keep the checkwriting active.
bobsmith
Posts: 642
Joined: Thu Jan 24, 2013 3:02 pm

Re: Vanguard Customer Service Mega-thread

Post by bobsmith »

Re: Disappointed in Vanguard
by LadyGeek » Fri Apr 08, 2022 9:13 am
I merged bobsmith's thread into the ongoing discussion.
Thanks LadyGeek, sorry to post to wrong forum.
by LongRoad » Fri Apr 08, 2022 9:44 am

If your son decides to open his 2021 IRA with Fidelity, the account can be opened completely online. Open the account using the appropriate link on this page for the new account type to get a $100 bonus when the account is funded.
Thank you LongRoad, but too late. He's out of state but I just spoke to him. He just finished setting it up with Fidelity, simple and easy. This was a Roth IRA, so I assume that $100 would have had to have gone into a separate taxable account which he never setup. My main goal was to get him into an IRA and show him how investing works (index, buy & hold).
goingup » Fri Apr 08, 2022 10:10 am

I have read several terrible anecdotal accounts on the forum such as yours. The gist is people trying to set up a new Roth account get an error message that the process can't be completed on line. They call in, wait on hold, are given the run-around, and still no success.

I have wondered if Vanguard has quietly decided they don't want new Roth (little guy) customers. Instead of overtly saying they don't want new Roth customers, they just make it too hard to complete the process. I'm a longtime Vanguard customer, too, but no longer recommend them to others. :(
That's just crazy. The staff from start to finish acted like they had no idea there was a website problem and just let me bang my head against the wall and yet this has been going on for some time?? I'm a long term buy and hold index investor and intend to guide my son in this philosophy. He's only 19. This could have been a lifetime relationship he could have had with the company. It really blows the mind to think Vanguard is dropping the ball with new accounts.

Homestretch/maj: My son didn't want to setup a bank account or use the mobile app when starting his IRA. Fidelity just gave him a form to print out and fill out to send a check in. Simple. Vanguard originally stated they could do something similar to accommodate a paper check, but we just never got that far.

Thanks everyone for the feedback. I'll check out the rest of this thread as well.
PersonalFinanceJam
Posts: 693
Joined: Tue Aug 24, 2021 8:32 am

Re: Vanguard Customer Service Mega-thread

Post by PersonalFinanceJam »

bobsmith wrote: Fri Apr 08, 2022 10:34 am
That's just crazy. The staff from start to finish acted like they had no idea there was a website problem and just let me bang my head against the wall and yet this has been going on for some time?? I'm a long term buy and hold index investor and intend to guide my son in this philosophy. He's only 19. This could have been a lifetime relationship he could have had with the company. It really blows the mind to think Vanguard is dropping the ball with new accounts.
To me, the constant trickle of reports of people running into problems creating new accounts with family or friends is one of the most concerning regarding Vanguard’s customer service. Clearly not everyone is having a problem but even tech savvy users are being stopped dead in their tracks. This seems to indicate the problems really are on Vanguard’s side and they haven’t been too quick to fix them.

Fortunately, as I think you are learning in your other thread, there are many very good options in index funds as well as custodians for those funds. No one will revoke your buy and hold boglehead credentials for using index funds someplace else.

:beer
enuff
Posts: 174
Joined: Sat Mar 26, 2022 6:22 am

Re: Vanguard Customer Service Mega-thread

Post by enuff »

PersonalFinanceJam wrote: Fri Apr 08, 2022 1:22 pm
bobsmith wrote: Fri Apr 08, 2022 10:34 am
That's just crazy. The staff from start to finish acted like they had no idea there was a website problem and just let me bang my head against the wall and yet this has been going on for some time?? I'm a long term buy and hold index investor and intend to guide my son in this philosophy. He's only 19. This could have been a lifetime relationship he could have had with the company. It really blows the mind to think Vanguard is dropping the ball with new accounts.
To me, the constant trickle of reports of people running into problems creating new accounts with family or friends is one of the most concerning regarding Vanguard’s customer service. Clearly not everyone is having a problem but even tech savvy users are being stopped dead in their tracks. This seems to indicate the problems really are on Vanguard’s side and they haven’t been too quick to fix them.

Fortunately, as I think you are learning in your other thread, there are many very good options in index funds as well as custodians for those funds. No one will revoke your buy and hold boglehead credentials for using index funds someplace else.

:beer
I usually defend Vanguard to try to maintain an objective playing field around here since there’s an echo chamber effect of complaints these days and all of the brokerage firms have IT issues. However, someone I personally know recently tried to create a 529 account at Vanguard and ran into similar issues. They tried online first but the site kept crashing, leading them to call and being on hold for a long time, and then basically had to set the accounts up via the phone. Took well over an hour. They had more patience than me, I would have given up the minute the website failed and went to Schwab or fidelity.
teacher
Posts: 1165
Joined: Sun Oct 05, 2008 5:45 pm
Location: California

Re: Vanguard Customer Service Mega-thread

Post by teacher »

We've been investing in Vanguard and Fidelity since the '80s. I find customer service in both financial institutions has deteriorated over time. I experience long wait times and conflicting answers from different agents at both Vanguard and Fidelity....very disconcerting. Recently, to get a definitive answer for an important question regarding 401(k) rules at Fidelity, I asked for a specialist. I knew he was knowledgable because he explained in detail the reasons behind the rule.
diceman3
Posts: 51
Joined: Fri Nov 29, 2013 7:40 am

Can’t Get Through To Speak at Vanguard

Post by diceman3 »

[Thread merged into here --admin LadyGeek]

Any help here?
While I can log on easy enough, I have had trouble exchanging investments.

I’ve called dozens of times and get automated messages. They ask me for an extension #,!
exodusNH
Posts: 10344
Joined: Wed Jan 06, 2021 7:21 pm

Re: Can’t Get Through To Speak at Vanguard

Post by exodusNH »

diceman3 wrote: Mon Apr 18, 2022 11:43 am Any help here?
While I can log on easy enough, I have had trouble exchanging investments.

I’ve called dozens of times and get automated messages. They ask me for an extension #,!
Calling on tax day is probably not going to work out well. You might have better luck tomorrow morning.
hudson
Posts: 7119
Joined: Fri Apr 06, 2007 9:15 am

Re: Can’t Get Through To Speak at Vanguard

Post by hudson »

I called about an hour and a half ago.
I got a message to leave a number and they'd call back between 21 and 31 minutes.
They called and my question was answered. It was not a tax question; it was a bond purchase question for the bond folks.
User avatar
Gort
Posts: 963
Joined: Sat Mar 17, 2007 5:07 pm
Location: Texas

Re: Can’t Get Through To Speak at Vanguard

Post by Gort »

diceman3 wrote: Mon Apr 18, 2022 11:43 am Any help here?
While I can log on easy enough, I have had trouble exchanging investments.

I’ve called dozens of times and get automated messages. They ask me for an extension #,!
What specific trouble are you having? If you provide a few more details, someone here on the forum might be able to help you do this online.
diceman3
Posts: 51
Joined: Fri Nov 29, 2013 7:40 am

Re: Can’t Get Through To Speak at Vanguard

Post by diceman3 »

Gort wrote: Mon Apr 18, 2022 12:20 pm
diceman3 wrote: Mon Apr 18, 2022 11:43 am Any help here?
While I can log on easy enough, I have had trouble exchanging investments.

I’ve called dozens of times and get automated messages. They ask me for an extension #,!
What specific trouble are you having? If you provide a few more details, someone here on the forum might be able to help you do this online.
Been attempting to make an exchange in my retirement account, which I’ve done in the past. It won’t let me do it. While, I called on tax day, I experienced the same last week. I also was on the Vanguard site. When I call, they didn’t even respond except to ask for an extension.
User avatar
retired@50
Posts: 12821
Joined: Tue Oct 01, 2019 2:36 pm
Location: Living in the U.S.A.

Re: Can’t Get Through To Speak at Vanguard

Post by retired@50 »

diceman3 wrote: Mon Apr 18, 2022 12:27 pm Been attempting to make an exchange in my retirement account, which I’ve done in the past. It won’t let me do it.
You're going to have to expand on the above description if you want help from the forum.

What error message occurs? What does "It won't let me do it" mean?

Isn't there an "Exchange" link next to the "Buy" and "Sell" links? What happens when you click it?

Regards,
If liberty means anything at all it means the right to tell people what they do not want to hear. -George Orwell
Wanderingwheelz
Posts: 3145
Joined: Mon Mar 04, 2019 8:52 am

Re: Can’t Get Through To Speak at Vanguard

Post by Wanderingwheelz »

diceman3 wrote: Mon Apr 18, 2022 12:27 pm
Gort wrote: Mon Apr 18, 2022 12:20 pm
diceman3 wrote: Mon Apr 18, 2022 11:43 am Any help here?
While I can log on easy enough, I have had trouble exchanging investments.

I’ve called dozens of times and get automated messages. They ask me for an extension #,!
What specific trouble are you having? If you provide a few more details, someone here on the forum might be able to help you do this online.
Been attempting to make an exchange in my retirement account, which I’ve done in the past. It won’t let me do it. While, I called on tax day, I experienced the same last week. I also was on the Vanguard site. When I call, they didn’t even respond except to ask for an extension.
You may have to log onto the web to do exchanges or purchases. The app won’t allow me to do purchases, sales or exchanges in my SIMPLE IRA. All of the other accounts are okay on the app.
Being wrong compounds forever.
User avatar
GerryL
Posts: 3902
Joined: Fri Sep 20, 2013 11:40 pm

Re: Can’t Get Through To Speak at Vanguard

Post by GerryL »

diceman3 wrote: Mon Apr 18, 2022 11:43 am Any help here?
While I can log on easy enough, I have had trouble exchanging investments.

I’ve called dozens of times and get automated messages. They ask me for an extension #,!
What number are you calling? It seems that being asked for an extension could mean that you are calling corporate and not customer support.
User avatar
starboi
Posts: 605
Joined: Fri Apr 23, 2021 11:33 am

Re: Can’t Get Through To Speak at Vanguard

Post by starboi »

I'm gonna guess OP sold a mutual fund, is now subjected to frequent trading limits, and cannot exchange back into what he previously sold.
trickdog60
Posts: 6
Joined: Wed Jun 06, 2018 9:50 am

Customer Service

Post by trickdog60 »

[merged this into existing topic - moderator prudent]

What in the world has happened at Vanguard? As a client for 30+ years, the customer service I've received just since January 2022 has been horrible. What is Vanguard's motivation to abandon its retail clients?
diceman3
Posts: 51
Joined: Fri Nov 29, 2013 7:40 am

Re: Can’t Get Through To Speak at Vanguard

Post by diceman3 »

starboi wrote: Mon Apr 18, 2022 12:41 pm I'm gonna guess OP sold a mutual fund, is now subjected to frequent trading limits, and cannot exchange back into what he previously sold.
Not correct.
I have a Flagship account in 7 figures, and my Vanguard Flagship Rep was [personally identifiable information removed by admin LadyGeek]. I have been dialing 800 962 5029, and have called that number for many years.
Appreciate your help. If this continues, I will have to consider local Schwab.
User avatar
starboi
Posts: 605
Joined: Fri Apr 23, 2021 11:33 am

Re: Can’t Get Through To Speak at Vanguard

Post by starboi »

diceman3 wrote: Mon Apr 18, 2022 1:26 pm
starboi wrote: Mon Apr 18, 2022 12:41 pm I'm gonna guess OP sold a mutual fund, is now subjected to frequent trading limits, and cannot exchange back into what he previously sold.
Not correct.
I have a Flagship account in 7 figures, and my Vanguard Flagship Rep was [personally identifiable information removed by admin LadyGeek]. I have been dialing 800 962 5029, and have called that number for many years.
Appreciate your help. If this continues, I will have to consider local Schwab.
Vanguard began eliminating named Flagship Reps in 2019. See old thread:
viewtopic.php?t=293483

Vanguard requires over 5 million to qualify for a personal rep.
https://investor.vanguard.com/client-benefits
User avatar
grobertj
Posts: 113
Joined: Fri May 15, 2020 1:02 pm
Location: Greensboro, NC

Contacting Vanguard

Post by grobertj »

[merged this and a reply into existing topic - moderator prudent]

Has anyone had trouble contacting Vanguard. Every time i tried last week, I got a recorded message telling me to leave my number and someone would get back to me. Never happened. Today was even worse. I called 3 times and got the same recorded message and never got a returned call. Does anyone have a suggestion on how to reach someone at Vanguard.
The only constant is CHANGE!!
muffins14
Posts: 5528
Joined: Wed Oct 26, 2016 4:14 am
Location: New York

Re: Can’t Get Through To Speak at Vanguard

Post by muffins14 »

diceman3 wrote: Mon Apr 18, 2022 1:26 pm
starboi wrote: Mon Apr 18, 2022 12:41 pm I'm gonna guess OP sold a mutual fund, is now subjected to frequent trading limits, and cannot exchange back into what he previously sold.
Not correct.
I have a Flagship account in 7 figures, and my Vanguard Flagship Rep was [personally identifiable information removed by admin LadyGeek]. I have been dialing 800 962 5029, and have called that number for many years.
Appreciate your help. If this continues, I will have to consider local Schwab.
Have you gone to the website to look for other numbers? When I Google vanguard I see 800 992 8327 for brokerages and 800 523 1188 for 401ks and IRAs
Crom laughs at your Four Winds
hudson
Posts: 7119
Joined: Fri Apr 06, 2007 9:15 am

Re: Can’t Get Through To Speak at Vanguard

Post by hudson »

diceman3 wrote: Mon Apr 18, 2022 1:26 pm
starboi wrote: Mon Apr 18, 2022 12:41 pm I'm gonna guess OP sold a mutual fund, is now subjected to frequent trading limits, and cannot exchange back into what he previously sold.
Not correct.
I have a Flagship account in 7 figures, and my Vanguard Flagship Rep was [personally identifiable information removed by admin LadyGeek]. I have been dialing 800 962 5029, and have called that number for many years.
Appreciate your help. If this continues, I will have to consider local Schwab.
I got through today with this number: +1 (800) 345-1344
I left my phone number and got a call back in 30 minutes.
The person who called changed me to the bond desk; my fixed income question was answered, and I was done in 3 minutes.
I have a Voyager account
User avatar
Gort
Posts: 963
Joined: Sat Mar 17, 2007 5:07 pm
Location: Texas

Re: Can’t Get Through To Speak at Vanguard

Post by Gort »

diceman3 wrote: Mon Apr 18, 2022 1:26 pm
starboi wrote: Mon Apr 18, 2022 12:41 pm I'm gonna guess OP sold a mutual fund, is now subjected to frequent trading limits, and cannot exchange back into what he previously sold.
Not correct.
I have a Flagship account in 7 figures, and my Vanguard Flagship Rep was [personally identifiable information removed by admin LadyGeek]. I have been dialing 800 962 5029, and have called that number for many years.
Appreciate your help. If this continues, I will have to consider local Schwab.
Wrong phone number. For Flagship services call 800-345-1344.

(Oops, didn't see hudson's post while I was typing with same info above). :sharebeer
Silk McCue
Posts: 8951
Joined: Thu Feb 25, 2016 6:11 pm

Re: Contacting Vanguard

Post by Silk McCue »

Tomorrow or later in the week might be better given that today is tax day. Probably why it was exceptionally busy last week.

Cheers
User avatar
LadyGeek
Site Admin
Posts: 95686
Joined: Sat Dec 20, 2008 4:34 pm
Location: Philadelphia
Contact:

Re: Vanguard Customer Service Mega-thread

Post by LadyGeek »

I merged diceman3's thread into the ongoing discussion.

(Thanks to the member who reported the post and provided a link to this thread.)
Wiki To some, the glass is half full. To others, the glass is half empty. To an engineer, it's twice the size it needs to be.
User avatar
Gort
Posts: 963
Joined: Sat Mar 17, 2007 5:07 pm
Location: Texas

Re: Vanguard Customer Service Mega-thread

Post by Gort »

deleted
enuff
Posts: 174
Joined: Sat Mar 26, 2022 6:22 am

Re: Vanguard Customer Service Mega-thread

Post by enuff »

As a longtime Vanguard customer, it pains me to say the customer service rot has finally hit close to home.

I previously wrote about a family member having great difficulties opening 529 accounts with the Vanguard website failing and requiring calls and an inordinate amount of time to get the accounts set up.

Well, another family member recently was locked out of their account due to "Vanguard does not recognize this computer." The call to Vanguard resulted in a two hour wait time to have the account reset. I gave the benefit of the doubt to Vanguard and chalked it up as user error since the device not recognized issue can be attributed to user set security settings somethings. However, even after Vanguard reset the account and settings, the next day the error returned and the user could not log in AGAIN. The second time resulted in a three hour wait time to get someone on the line at Vanguard to fix it.

My advice to this family member was to switch to Fidelity or Schwab. Both incidents shock my confidence in Vanguard, and I now only have $4.53 left in my Vanguard account and transferred everything out. I need to have full confidence in the firm handling my finances, and not being able to reach them when something goes wrong is too big of a risk to take for me. I still am a fan of Vanguard index funds above all others, but as a brokerage I had to take my business elsewhere.
User avatar
Topic Author
PinotGris
Posts: 1115
Joined: Tue Feb 14, 2012 8:38 pm

Re: Vanguard Customer Service Mega-thread

Post by PinotGris »

Sorry to hear the problems everyone is having. I have Flagship and dedicated rep. The only way to reach her with a question is by leaving message online and explain exactly what i need done. she calls back next day with response but it is not the kind help i used to get before.
i only use my PC to make transactions. not everyone has that luxury.
very concerning that enuff moved their entire account out. did that make them reach out to you?
enuff
Posts: 174
Joined: Sat Mar 26, 2022 6:22 am

Re: Vanguard Customer Service Mega-thread

Post by enuff »

PinotGris wrote: Mon Apr 25, 2022 4:47 am very concerning that enuff moved their entire account out. did that make them reach out to you?
I never heard from Vanguard when I transferred my accounts out, but I prefer it that way. I tested Fidelity and Schwab out a bit before making the move, and found Schwab to be the superior of the two so I went that route. Schwab reached out to welcome me and it's been a mostly smooth transition and experience. No regrets other than losing automatic investments into Vanguard mutual funds in my taxable account.
User avatar
Cheez-It Guy
Posts: 4007
Joined: Sun Mar 03, 2019 3:20 pm

Re: Vanguard Customer Service Mega-thread

Post by Cheez-It Guy »

enuff wrote: Mon Apr 25, 2022 5:03 am No regrets other than losing automatic investments into Vanguard mutual funds in my taxable account.
But that's the functionality I use most. Literally every week. Can't beat it, and the automation eliminates so much friction and potential emotional error.
User avatar
galawdawg
Posts: 5231
Joined: Thu Dec 14, 2017 11:59 am
Location: Georgia

Re: Vanguard Customer Service Mega-thread

Post by galawdawg »

enuff wrote: Mon Apr 25, 2022 5:03 am No regrets other than losing automatic investments into Vanguard mutual funds in my taxable account.
FYI, while I am now retired and no longer regularly contributing to our accounts, it appears that Schwab does have automatic investing for any Schwab mutual funds. I divested of nearly all Vanguard funds over the past year and note that I do have the option for automatic investing for the Schwab mutual funds we now hold.

Depending on what allocation and funds you prefer, you may find that some of Schwab's funds have equal or lower expense ratios and equivalent or better performance than similar offerings from Vanguard. :happy
enuff
Posts: 174
Joined: Sat Mar 26, 2022 6:22 am

Re: Vanguard Customer Service Mega-thread

Post by enuff »

Cheez-It Guy wrote: Mon Apr 25, 2022 6:06 am
enuff wrote: Mon Apr 25, 2022 5:03 am No regrets other than losing automatic investments into Vanguard mutual funds in my taxable account.
But that's the functionality I use most. Literally every week. Can't beat it, and the automation eliminates so much friction and potential emotional error.
It was an adjustment, but it’s not so bad. Every other Friday on payday I wake up, enter an order for VTI, and that’s it. Takes less than 30 sec. I’m really happy with Schwab’s executions, too, and I place pre market orders and get the exact opening price or in a few instances even better.

ETFs have been easier for me to TLH, too, so it all evens out in the end.
User avatar
Cheez-It Guy
Posts: 4007
Joined: Sun Mar 03, 2019 3:20 pm

Re: Vanguard Customer Service Mega-thread

Post by Cheez-It Guy »

Glad that's working for you. The challenge is that you (currently) have to not only do that on the defined schedule, but also commit psychologically to doing it each time, which could be increasingly difficult in certain economic circumstances, as opposed to making a one-time decision and putting it on autopilot. I would really miss that.
enuff
Posts: 174
Joined: Sat Mar 26, 2022 6:22 am

Re: Vanguard Customer Service Mega-thread

Post by enuff »

Cheez-It Guy wrote: Mon Apr 25, 2022 10:35 am Glad that's working for you. The challenge is that you (currently) have to not only do that on the defined schedule, but also commit psychologically to doing it each time, which could be increasingly difficult in certain economic circumstances, as opposed to making a one-time decision and putting it on autopilot. I would really miss that.
No, it's not a problem for me at all, I've done it before for years at Vanguard prior to using their mutual funds. It's really very simple: get paid, invest, pay off credit card, all while drinking my morning coffee, not a challenge at all. I'd much rather do this simple transaction two times a month and have all the benefits of Schwab including great banking than to deal with Vanguard IT issues for no reason.
boater07
Posts: 788
Joined: Sun Apr 15, 2007 7:44 pm
Location: Northwest

Re: Vanguard Customer Service Mega-thread

Post by boater07 »

What phone number are you folks using? My flagship number is now being answered by Compass?
Not actually answered but put on hold :x
Can't find a Vanguard working number
HomeStretch
Posts: 11415
Joined: Thu Dec 27, 2018 2:06 pm

Re: Vanguard Customer Service Mega-thread

Post by HomeStretch »

boater07 wrote: Mon Apr 25, 2022 1:21 pm What phone number are you folks using? My flagship number is now being answered by Compass?
Not actually answered but put on hold :x
Can't find a Vanguard working number
Check the upper right corner in your online account screen. It should say “Flagship” and show the phone # below it.
boater07
Posts: 788
Joined: Sun Apr 15, 2007 7:44 pm
Location: Northwest

Re: Vanguard Customer Service Mega-thread

Post by boater07 »

I'm really dense as I don't see it.
Can you be more specific? Really appreciate your help.
Perhaps their phone number would suffice
User avatar
Cheez-It Guy
Posts: 4007
Joined: Sun Mar 03, 2019 3:20 pm

Re: Vanguard Customer Service Mega-thread

Post by Cheez-It Guy »

boater07 wrote: Mon Apr 25, 2022 2:38 pm I'm really dense as I don't see it.
Can you be more specific? Really appreciate your help.
Perhaps their phone number would suffice
+1 (800) 345-1344
em4772193
Posts: 6
Joined: Fri Mar 25, 2022 3:10 am

Re: Vanguard Customer Service Mega-thread

Post by em4772193 »

The more I read this thread. The more I want out of Vanguard 100%. Looks like schwab will be the winner.
rkhusky
Posts: 17763
Joined: Thu Aug 18, 2011 8:09 pm

Re: Vanguard Customer Service Mega-thread

Post by rkhusky »

em4772193 wrote: Tue Apr 26, 2022 7:23 pm The more I read this thread. The more I want out of Vanguard 100%. Looks like schwab will be the winner.
It’s usually a bad idea to make decisions based on anecdotal stories. Look for more solid evidence, such as statistical surveys.
em4772193
Posts: 6
Joined: Fri Mar 25, 2022 3:10 am

Re: Vanguard Customer Service Mega-thread

Post by em4772193 »

rkhusky wrote: Tue Apr 26, 2022 7:31 pm
It’s usually a bad idea to make decisions based on anecdotal stories. Look for more solid evidence, such as statistical surveys.
Yes I understand but I have also have terrible service from vanguard and it's been getting worse the last few years.

My question is how does it work if I move all my money from these ETF's I own at Vanguard. Do I start over and buy at the price today or do they keep there value.

If that makes sense???

Or would it be better to just leave it alone. It's well over six figures.
rkhusky
Posts: 17763
Joined: Thu Aug 18, 2011 8:09 pm

Re: Vanguard Customer Service Mega-thread

Post by rkhusky »

em4772193 wrote: Wed Apr 27, 2022 6:48 am My question is how does it work if I move all my money from these ETF's I own at Vanguard. Do I start over and buy at the price today or do they keep there value.
You can move your shares over to another brokerage without selling and re-buying, so the shares would retain their original purchase date and purchase price (only important for taxable accounts). You can buy/sell/hold Vanguard ETF's at other brokerages without added expense.
Last edited by rkhusky on Wed Apr 27, 2022 7:06 am, edited 1 time in total.
student
Posts: 10761
Joined: Fri Apr 03, 2015 6:58 am

Re: Is Vanguard Outsourcing Calls Out Of The Country?

Post by student »

UpperNwGuy wrote: Wed Dec 22, 2021 7:22 pm
CyclingDuo wrote: Wed Dec 22, 2021 7:13 pm
UpperNwGuy wrote: Wed Dec 22, 2021 2:18 pm
CyclingDuo wrote: Wed Dec 22, 2021 1:16 pm Welcome to 2021 regarding staffing shortages which may result in long waits - no matter which company you try and call.

America is a huge melting pot with many accents, dialects, as well as remote workers who may or may not always have the best headset and microphone or connection during your call.

Be patient, respectful, understanding - and hang in there. :beer :beer
I'm not buying the "America is a melting pot" explanation. I know for a fact that Chase outsources credit card phone calls other than their Sapphire cards. The outsourcing is to a foreign country on the other side of the world. You can tell immediately by the "echo chamber" sound and by the accents of the customer service reps. Vanguard may very well be following Chase's example.
What do you suggest Vanguard do - both in the service and covering the costs - to remove the echo chamber sound and accents?
Use call centers in the US staffed by US people.
A bit off track. Discover is well-known for having US customer service.

Edit: Sorry. I did not realize that I was replying to your post from 4 months ago.
Fredz4000
Posts: 200
Joined: Mon Oct 12, 2015 3:03 pm

Setting Up Vanguard Accounts

Post by Fredz4000 »

[Thread merged into here --admin LadyGeek]

Hey can I just vent here a second to say what a PIA it is to set up/transfer assets from Fidelity to Vanguard. My wife and I are interested in their PAS service and I cannot be more disappointed at these first few ridiculous steps in trying to open accounts. When we called in both of our online app processes returned errors. I made the mistake of calling in separately for each of us - and now each rep has come up with his own "work around" for signing documents and opening accounts. I'm hoping we can hit the threshold for a dedicated PAS manager if not I think we'll look somewhere else. I'm getting emails from different people and of course none of them have a way to reach them directly. Frustrating. And I consider myself somewhat tech savvy lol. I will say that when you do get a person on the phone they are very helpful and considerate. Everyone I've talked to has been really patient and professional.
User avatar
LadyGeek
Site Admin
Posts: 95686
Joined: Sat Dec 20, 2008 4:34 pm
Location: Philadelphia
Contact:

Re: Vanguard Customer Service Mega-thread

Post by LadyGeek »

I merged Fredz4000's thread into the ongoing discussion.

Please state your concerns in a civil, factual manner.
Wiki To some, the glass is half full. To others, the glass is half empty. To an engineer, it's twice the size it needs to be.
HomeStretch
Posts: 11415
Joined: Thu Dec 27, 2018 2:06 pm

Re: Setting Up Vanguard Accounts

Post by HomeStretch »

Fredz4000 wrote: Wed Apr 27, 2022 10:01 am Hey can I just vent here a second to say what a PIA it is to set up/transfer assets from Fidelity to Vanguard. …
Consider that if you aren’t receiving service that lives up to your expectations now while trying to transfer assets into Vanguard (i.e., the “honeymoon phase”), you may not be satisfied with service once the assets are at Vanguard. Per other forum posts, even though you are paying an AUM fee, Vanguard PAS reps’ service level isn’t always timely or stellar.

Reconsider whether Vanguard is the brokerage for you. Fidelity (your current brokerage) and Schwab have good service and having a local office, if any, can be helpful. If you transfer to Schwab, you should be able to receive an account transfer bonus.
User avatar
starboi
Posts: 605
Joined: Fri Apr 23, 2021 11:33 am

Re: Vanguard Customer Service Mega-thread

Post by starboi »

em4772193 wrote: Wed Apr 27, 2022 6:48 am
rkhusky wrote: Tue Apr 26, 2022 7:31 pm
It’s usually a bad idea to make decisions based on anecdotal stories. Look for more solid evidence, such as statistical surveys.
Yes I understand but I have also have terrible service from vanguard and it's been getting worse the last few years.

My question is how does it work if I move all my money from these ETF's I own at Vanguard. Do I start over and buy at the price today or do they keep there value.

If that makes sense???

Or would it be better to just leave it alone. It's well over six figures.
ACATS in kind transfer.
em4772193
Posts: 6
Joined: Fri Mar 25, 2022 3:10 am

Re: Vanguard Customer Service Mega-thread

Post by em4772193 »

starboi wrote: Wed Apr 27, 2022 12:27 pm
em4772193 wrote: Wed Apr 27, 2022 6:48 am
rkhusky wrote: Tue Apr 26, 2022 7:31 pm
It’s usually a bad idea to make decisions based on anecdotal stories. Look for more solid evidence, such as statistical surveys.
Yes I understand but I have also have terrible service from vanguard and it's been getting worse the last few years.

My question is how does it work if I move all my money from these ETF's I own at Vanguard. Do I start over and buy at the price today or do they keep there value.

If that makes sense???

Or would it be better to just leave it alone. It's well over six figures.
ACATS in kind transfer.

Thanks for all the info. I will be opening an account with charles schwab very soon and then make the phone calls to Vanguard to move everything and close account.
nalor511
Posts: 5058
Joined: Mon Jul 27, 2015 1:00 am

Re: Vanguard Customer Service Mega-thread

Post by nalor511 »

em4772193 wrote: Tue May 10, 2022 8:10 pm
starboi wrote: Wed Apr 27, 2022 12:27 pm
em4772193 wrote: Wed Apr 27, 2022 6:48 am
rkhusky wrote: Tue Apr 26, 2022 7:31 pm
It’s usually a bad idea to make decisions based on anecdotal stories. Look for more solid evidence, such as statistical surveys.
Yes I understand but I have also have terrible service from vanguard and it's been getting worse the last few years.

My question is how does it work if I move all my money from these ETF's I own at Vanguard. Do I start over and buy at the price today or do they keep there value.

If that makes sense???

Or would it be better to just leave it alone. It's well over six figures.
ACATS in kind transfer.

Thanks for all the info. I will be opening an account with charles schwab very soon and then make the phone calls to Vanguard to move everything and close account.
You can start the transfer completely online at Schwab if there's no 401k involved, won't likely need to contact Vanguard (I didn't), just need the VG account numbers
User avatar
LadyGeek
Site Admin
Posts: 95686
Joined: Sat Dec 20, 2008 4:34 pm
Location: Philadelphia
Contact:

Re: Vanguard Customer Service Mega-thread

Post by LadyGeek »

Don't call Vanguard. Just tell Schwab you want to move the funds and let them take care of it.

I don't have Schwab, but this should work: Transfers: Moving Accounts to Schwab | Charles Schwab

I did everything I needed online when I moved my stuff to Fidelity. I also got a bonus for doing so. See: Re: The Final, Definitive Thread on Brokerage Transfer Bonuses

Check that thread for possible bonuses for transferring to Schwab.
Wiki To some, the glass is half full. To others, the glass is half empty. To an engineer, it's twice the size it needs to be.
DrChronzworth
Posts: 154
Joined: Wed Dec 10, 2014 5:42 pm

Re: Is Vanguard Outsourcing Calls Out Of The Country?

Post by DrChronzworth »

UpperNwGuy wrote: Wed Dec 22, 2021 2:18 pm
CyclingDuo wrote: Wed Dec 22, 2021 1:16 pm Welcome to 2021 regarding staffing shortages which may result in long waits - no matter which company you try and call.

America is a huge melting pot with many accents, dialects, as well as remote workers who may or may not always have the best headset and microphone or connection during your call.

Be patient, respectful, understanding - and hang in there. :beer :beer
I'm not buying the "America is a melting pot" explanation. I know for a fact that Chase outsources credit card phone calls other than their Sapphire cards. The outsourcing is to a foreign country on the other side of the world. You can tell immediately by the "echo chamber" sound and by the accents of the customer service reps. Vanguard may very well be following Chase's example.
FIRNA doesn't license non-US residents so Vanguard cannot "outsource" their phone staff - the issue is with the prime job market few smart / diligent people want to work at a call center for 45K a year or w/e Vanguard is now paying so they're scraping the bottom of the barrel in terms of hiring. Post 2008 there were lots of smart people working the phones because there were literally no other jobs available - now if you're smart you aren't going to go work in a call center for low wages.

I suppose it is possible they've hired contractors to troubleshoot website login issues and address updates (they used to do this occasionally) since you can do that without a FINRA license but I doubt they're outsourcing to foreign countries. You can always get around this by claiming you want to do a trade, since you do need to be FINRA licensed to place a trade, then claim you've changed your mind.

Source: I used to work at Vanguard, including in the call center.
AcmeDynamite
Posts: 5
Joined: Sat May 14, 2022 8:08 am

Help! Can't get Vanguard to remove account block

Post by AcmeDynamite »

[Thread merged into here --admin Ladygeek]

First timer poster. Long time (30+yrs) w/ Vanguard.

Earlier this year I requested Vanguard block selling/exchanging/etc. on all my accounts out of an abundance of caution after someone hacked my email. I did the block over the phone then in writing per Vanguard instruction.

About a month later, I followed Vanguard instructions to unblock my accounts by sending them another letter of instruction (which they basically dictated to me and I had notarized).

That was > 2 months and tens of hours on the phone ago and my accounts are still blocked. At one point I was told that sending another "unblock" letter was the best way forward, which I did, with no change in status.

Every time I call, the Vanguard rep says they'll send my info along for processing and I should check back in 24-48 hours, which I of course do, only to be told my accounts are still blocked and they'll send my info along for processing again.

I finally got a call from someone who said they were a supervisor and would fix this and would call me back with status by the end of the week. Yesterday (may 13) was the end of the week and sure enough, no call. In past calls I've even offered to fly to Valley Forge or Texas or wherever to prove who I am to solve this.

I have a mid 7-figure amount w/ Vanguard. Not that it matter how much a person has w/ them but gee wiz anyway.

I'm basically desperate. Has anyone gone thru this or have any ideas short of hiring an attorney. And does anyone have an attorney suggestion? Thank you.
Post Reply