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Vanguard Forces Account Transition, Then Fails to Execute. Vanguard is requiring it’s account holders (people they used to call Owners) to transition their Vanguard mutual fund accounts to brokerage accounts. Given that they are requiring this, you would think they would have made this a very easy process for their account owners. Well I was wrong! Started the transition on a single Money Market Fund with a call to Vanguard in September. 5+ months, 20+ calls, and easily 40+ hours on the phone with them, and the transition is still not complete. Wish I had a dollar for every time I was transferred and every time that I’ve been told that the previous Vanguard rep was wrong. Clearly, Vanguard has lost its way.

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.