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Vanguard, Frustrating Customer Service and Tax Form Issues. I’ve had a terrible experience with Vanguard’s customer service. It’s nearly impossible to reach a live representative—just endless recordings and unhelpful callbacks that lead to more recordings.

Vanguard made an error on my tax form and submitted it to the IRS, which could be considered a serious issue if not corrected. If they don’t resolve this, they could face significant legal consequences. I’m reaching out to other investors, as this situation may warrant a class action. Vanguard needs to take responsibility and provide better support for their customers.

Vanguard has lost their way. Can’t get access to my old account. Can’t create a new account because I still have an old account. After three months and 4 calls I am now told to fill out paper forms and mail them back. You got to be kidding me, this day and age. I will never recommend Vanguard again.

Vanguard’s MFA Blocks Some Users from Online Access

As of 1/31/25, Vanguard requires multi-factor authentication (MFA) for online login, offering only text or voice message verification. This creates a major issue for clients without a cell phone who are away from their home phone, making it impossible to receive the security code and access their accounts.

Requests for Vanguard to add email verification or security questions as alternative MFA options have been ignored since 2021. Today, I spoke with Vanguard Manager Gerald Villanera, who showed no concern for clients locked out of their accounts. Likewise, registered representative Michael Murray has ignored multiple messages regarding this issue. Vanguard must immediately address these MFA flaws to ensure all clients can access their accounts.

Vanguard, I need assistance canceling a scheduled transaction. We have two Required Minimum Distributions (RMDs) and received 100% of the distribution in early December 2024. However, Vanguard’s system still shows the original distribution date of December 20, 2024. We want this payment canceled to avoid duplicate distributions. On December 11, I chatted with Kirsten and Justin, who provided instructions to cancel, but the instructions did not work. On December 13, I spoke with Wanda, who, along with another employee, was also unable to stop the payment. Wanda said she would start a ticket to resolve the issue but the call disconnected before I received the ticket number. Vanguard’s software appears to be malfunctioning. When I attempt to navigate to “Upcoming Distribution” and “View or Edit Automatic Distribution Details,” I receive an error message. It seems employees encounter the same problem. I need confirmation that the two distributions scheduled for December 20 will not occur. Duplicate distributions would overstate our income for 2024, resulting in higher taxes and unnecessary complications with the IRS. I tried again on December 16 with no resolution. If this issue is not addressed promptly, I will consider transferring my accounts to another company. Please resolve this immediately and provide assurances that the distributions have been canceled.

Vanguard, My late husband set up our account, and handled it exclusively, once he passed, I tried to log in using the last known login information I was able to find, which is apparently not the most current, and it locked me out. I have jumped through all the hoops they’ve put me through to reset my account, having had my signature notarized and sent to them via certified mail, (knowing full well the next snag they would throw at me would be them requiring a copy of his death certificate, I included one with the notarized signature form) and Still, I cannot access my account!! I have told them E-V-E-R-Y time I call, that I do Not know the answers to HIS security questions, yet E-V-E-R-Y time I call, they insist on asking me them again!!! I do Not know why they don’t understand “I don’t know!!” They seem to think that if they just keep asking me the same questions over and over and over the answers will somehow just come to me!! Unless they have some connection to the great beyond that I don’t have and they can ask my late husband for his answers…..they have told me to call back in Another three days, if no results on that call, my next call will be to my attorney! I have had not had a problem with any of the other of our 11 financial institutions and had any issues resolved seamlessly. This is the last and Most difficult one!