Why does Vanguard hide its phone number?

[montanagirl]

I had to do a system restore yesterday and I think I hit reset by mistake. I've lost all my defaults and passwords.

I tried to log in to Vanguard but now it doesn't recognize the device, or give me security questions so I can register it. Looked all over for a number but went around in circles. Found it online but was put on infinite hold. I'll wait til after market close.

But what happened? VG Help and customer service used to be so good!

Did they offshore it like PayPal, Citibank et al?

[stan1]

Vanguard is low cost not high quality. Low cost and high quality are generally exclusive of each other. They would rather you interact with them online than through the phone. The phone number has been hard to find for several years now.

[livesoft]

I think Vanguard found out that most customers get their questions answered at Bogleheads.org which is open 365/24/7, so they shut down their phone service.

[ScottW]

I went into the "Contact Us" link, chose "I'm having problems with security codes" and saw this:

Our representatives can be reached at 877-662-7447 8 a.m. to 8 p.m. Eastern time, Monday through Friday

[runner3081]

Most companies do this today.

Multiple clicks to find them.

[celia]

It sounds like you are mixing up two problems. The first was having to restore your computer. The second was trying to sign in to Vanguard, with an "unrecognized" computer. I've been using someone else's computer to sign in (without cookies) and I'm fine. Since Vanguard may not recognize your "new" computer, they may ask you an extra security question, but if you remember the answer, you will be fine. And if they send a security code to your phone, that will work the same as usual.

You can find their phone number on any statement or tax form. I think there are different phone numbers for your level of assets: regular, Select, Flagship. There might also be different phone numbers for your geographic part of the country.

[montanagirl]

It sounds like you are mixing up two problems. The first was having to restore your computer. The second was trying to sign in to Vanguard, with an "unrecognized" computer. I've been using someone else's computer to sign in (without cookies) and I'm fine. Since Vanguard may not recognize your "new" computer, they may ask you an extra security question, but if you remember the answer, you will be fine. And if they send a security code to your phone, that will work the same as usual.

They didn't do any of that. No options whatsoever. Just SOL.

I don't see any way around that without a tech support call.

[celia]

I think Vanguard found out that most customers get their questions answered at Bogleheads.org which is open 365/24/7, so they shut down their phone service.

This reminds me of a police department that changed their non-911 phone number to be unlisted a couple of years ago. Maybe they were also getting too many phone calls???

[Seasonal]

Try installing the Vanguard app on your phone. Sometimes that works better than logging in on a computer. If that doesn't work, try a different browser.

What exactly is the web site doing when you try to log in?

[yohac]

This is why I stopped using their security option "restrict unrecognized computers, browsers, aggregation service, or mobile devices from accessing my accounts." Sounds more secure but when your system crashes and you lose the precious cookie, you're in a spot.

[mhc]

google: vanguard phone number
1 (877) 662-7447

google knows everything and is fast

[JPH]

I received an email from Vanguard a couple of days ago telling me that my access to my account now is denied because someone tried to log into my account too many times with the wrong password. To have access restored they say to call 800-608-8614. I have not tried it. They did reassure me that I can still use the public areas of their website to learn about Vanguard funds and services.

Edited to add: I tried this number. It is automated but they gave me a temporary password and I easily restored my access with a new secure password.

[montanagirl]

google: vanguard phone number
1 (877) 662-7447

google knows everything and is fast

As I said in my post...

[egrets]

It sounds like you are mixing up two problems. The first was having to restore your computer. The second was trying to sign in to Vanguard, with an "unrecognized" computer. I've been using someone else's computer to sign in (without cookies) and I'm fine. Since Vanguard may not recognize your "new" computer, they may ask you an extra security question, but if you remember the answer, you will be fine. And if they send a security code to your phone, that will work the same as usual.

They didn't do any of that. No options whatsoever. Just SOL.

I don't see any way around that without a tech support call.

I am confused about what is happening. Also I don't know what SOL means. I sign into Vanguard all the time using two factor authentication. And I'm sure sometimes they don't recognize my location as I use a mobile hotspot, but I don't recall their saying that.

Are you saying you forgot your password and they gave you no way to recover from that?

I was really annoyed when they hid their phone number. I am still annoyed about it whenever I need to call them. Nothing says poor customer service like making it hard to reach customer service.

[montanagirl]

Try installing the Vanguard app on your phone. Sometimes that works better than logging in on a computer. If that doesn't work, try a different browser.

What exactly is the web site doing when you try to log in?

Just said the device was not recognized. Period. No clues given. No links.

I'll figure it out...tomorrow.

But I am really sad about Vanguard service. I had no idea they had gone this route.

[dogagility]

I think Vanguard found out that most customers get their questions answered at Bogleheads.org which is open 365/24/7, so they shut down their phone service.

Thanks for the chuckle!

[gwe67]

On the other hand, Equifax forces you to call them, wait on hold forever, then get disconnected. All in a vain attempt to get your free credit report.

[AZAttorney11]

Because they are trying to get you to use their 24/7 online chat feature instead.

[bondsr4me]

Because they are trying to get you to use their 24/7 online chat feature instead.

they actually have this now?

[FIREchief]

I think Vanguard found out that most customers get their questions answered at Bogleheads.org which is open 365/24/7, so they shut down their phone service.

I always got more useful answers on Bogleheads than by calling VG customer service. I once had to explain to a VG rep that we could in fact do what I was asking by referencing chapter and verse in the fund prospectus. At that point I was told that I would need to talk to a specialist and, despite it being around 3:00 PM in my time zone, that their specialists were in a different time zone and had all gone home for the day.

All past tense.....

[AZAttorney11]

Because they are trying to get you to use their 24/7 online chat feature instead.

they actually have this now?

No, of course not.

[MNGopher]

All major financial institutions seem to like to hide their phone numbers. Then once you find the number you will be placed on hold for 20 minutes to an hour, while listening to elevator music. After which you will be connected to the first tier of operators, whom often struggle with the English language. After they can't help you, you will be placed on hold again until you are connected to one of the second tier of operator who you can understand better, but are only slightly more helpful. This can go on for quite a while. I had to go through this with a new bank this week.

[Toons]

Instant Google Search
"Contact Vanguard'

The Vanguard Group · Customer service
Phone 1 (877) 662-7447
Messenger -Chat online with a representative

[bertilak]

Start with https://support.vanguard.com/

• Click on "Get Technical Support"
  
  Click on "I need help logging on to my account"
  
  Click on "Recommended -- Safely recover your user name or reset your password"

I'm not sure what to do about "device was not recognized" but suspect something to do with cookies. Simplest thing might be to try a different browser before messing with your cookies.

[rob]

It's worse than just the general nbr.... I've had an issue recently where Vanguard made a mistake on a rollover.... Finally you get someone to accept there is an issue and they needed to have someone else call me back.... ok.... They do - leave a message BUT their phone diverts back to the general nbr so you cannot call the specific person back therefore causing yet another ticket for someone to call back.... rinse and repeat.... It's classic poor customer "service" cycle.....

[goingup]

In days of yore, before using the internet was common, I would (gasp) actually call Vanguard to transact business.

The number: 1-800-OnBoard. I just tried it and it still works.

[montanagirl]

Start with https://support.vanguard.com/

• Click on "Get Technical Support"
  
  Click on "I need help logging on to my account"
  
  Click on "Recommended -- Safely recover your user name or reset your password"

I'm not sure what to do about "device was not recognized" but suspect something to do with cookies. Simplest thing might be to try a different browser before messing with your cookies.

Of course the cookies were gone after a system reset!

I strive to keep my posts short but does that just make people skip reading them entirely? Serious question.

And all those steps I already did - of course - before coming here.

Sheesh.

[bertilak]

Start with https://support.vanguard.com/

• Click on "Get Technical Support"
  
  Click on "I need help logging on to my account"
  
  Click on "Recommended -- Safely recover your user name or reset your password"

I'm not sure what to do about "device was not recognized" but suspect something to do with cookies. Simplest thing might be to try a different browser before messing with your cookies.

Of course the cookies were gone after a system reset!

• I think cookies must be deleted using the browser's settings. Even if you destroy your computer and buy a new one the cookies may be kept with your account in the browser's cloud. (just guessing here)

I strive to keep my posts short but does that just make people skip reading them entirely? Serious question.

And all those steps I already did - of course - before coming here.

• When you go to the above link and follow through as indicated it asks you a bunch of personal questions to reestablish your identity.

• It asks for
  • First name
    Last name
    Last four digits of your SSN
    Birth date mm/dd/yyyy
    Zip code
    Registered email address
  Did this happen for you?

[arf30]

It's too late to help the thread author - but if you use the Vanguard high security mode you should have at least 3 browsers authenticated with the cookie. Same goes for Yubikey and other token systems, best practice is to have 3 and test them regularly.

[Housedoc]

I added VG phone number to my cell phone contacts list a while back. Now if needed I just look up on phone under Vanguard
FYI, for you choir folks, SOL is Sh*t out of luck..
Common condition in Information Tech world.

[Trader Joe]

Vanguard does not hide its phone number. Google it.

Are you new to Vanguard?

[Pugs1351]

https://www.dialahuman.com/

This site supposedly gives you the phone number to speak to a human at all different companies. I’ve yet to try it for myself.

[modest_man]

I spent 34 minutes on the phone with Vanguard earlier today trying to hash out why they refused to transfer my Roth IRA to TDA.

Two weeks ago, I requested a transfer of assets from Vanguard to TDA. Received a message from TDA that Vanguard cited 'restrictions on my account' and did not submit the transfer.

I called Vanguard shortly thereafter. Their response? "We have no restrictions on your account and no record of said transfer being requested. Take it up with TDA."

So I asked my local TDA rep to submit the request last week. Same deal - received a notification from TDA that Vanguard (again) cited restrictions.

So I called Vanguard today. First, the rep wanted me to double check and make sure TDA submitted the request. I countered with the message that I received from TDA, dated today, stating 'we requested the transfer, Vanguard denied it citing restrictions on the account.' After that, the rep (again) told me to take it up with TDA. Why? Does Vanguard fail to keep a record of transfer requests and cite reasons for denying said requests?

Finally, a phone call to TDA transfer specialist may have cleared the matter up. Apparently I (AND my rep) submitted a partial transfer request instead of a full transfer request. He submitted a full transfer request and my fingers are crossed.

TL;DR TDA transfer specalist >> TDA local rep >> Vanguard customer service.

[egrets]

Vanguard does not hide its phone number. Google it.

Are you new to Vanguard?

The Vanguard phone number used to be if not on every page at the top than one click away, Now you have to paw through a bunch of menus to find it.

[TropikThunder]

Vanguard does not hide its phone number. Google it.

Are you new to Vanguard?

The Vanguard phone number used to be if not on every page at the top than one click away, Now you have to paw through a bunch of menus to find it.

Considering the bad reputation Vanguard customer service has around here, maybe that’s a good thing.

[othermike27]

But what happened? VG Help and customer service used to be so good!

Did they offshore it like PayPal, Citibank et al?

Partial answer to your original questions: it's not all offshore, unresponsive or incompetent. Yesterday, I got confused about the VG online instructions on how to roll back my full 2020 RMD as permitted by the CARES act. (The path I was choosing capped the amount at the usual annual contribution limit, far below my RMD. Turns out you have to select the "yes, it's a rollover from an employer" option which didn't sound right to me.) So I called, spent < 5 minutes with the elevator music, then spoke with a CSR who introduced himself by name and state of residence and proceeded to do the rollback for me: efficient, capable and understandable throughout.

As for your inadvertent computer reset, that's a great reason to set up a regularly scheduled program of full disk image backups to enable you to restore to a previous state before the "oops."

[Robot Monster]

It's my fault, guys. Vanguard and I used to be thing, you see. After we broke up, I was heart broken. I'd drunk dial Vanguard at all hours, I miss you love you please come back. Now, I can't find Vanguard's number when I get that way, and end up calling Fidelity. Yeah, but then Fidelity's sister always answers. Anyway...

[Bobby206]

I wanted to call Comcast the other day and they also have done a good job of making it harder to find their phone number.

[Broken Man 1999]

I have been adding the contact number of my accounts in my LastPass password vault. No fumbling around, or being tempted to use a number in an email.

Though, truthfully I prefer to use secure email at Vanguard on almost all questions I might have.

Broken Man 1999

[JupiterJones]

Vanguard is low cost not high quality. Low cost and high quality are generally exclusive of each other. They would rather you interact with them online than through the phone. The phone number has been hard to find for several years now.

Reminds me of Aldi's policy: They do not make any of the individual store phone numbers public, to keep the (relatively low number of) people they have working at the store focused on stocking shelves and ringing up customers rather than being tied up on the phone.

[montanagirl]

Well I've been waiting on the phone on hold 45 min now.

Both the PC (and phone app I installed today) stop me dead in my tracks, no options to enter security info or anything. The PC keeps failing and I had to do another restore today.

Funny thing is, the same thing happened a year ago and I don't remember any kind of trouble getting back in to VG.

Is Fidelity or Schwab any better?

[bondsr4me]

Well I've been waiting on the phone on hold 45 min now.

Both the PC (and phone app I installed today) stop me dead in my tracks, no options to enter security info or anything. The PC keeps failing and I had to do another restore today.

Funny thing is, the same thing happened a year ago and I don't remember any kind of trouble getting back in to VG.

Is Fidelity or Schwab any better?

they are both much better than VG when it comes to customer service.
I give the edge to Schwab, but Fido is close behind it.
they both have real time chat which can be very helpful.

[montanagirl]

Well they finally picked up the phone and got me back in. She had to do something from her end so I could get to the security code process.

Also I installed the app so this can't happen again

Not sure I want to restrict device access again!

[Seasonal]

Congratulations!

Restricting device access sounds perilous, at least unless you have multiple devices signed up.

[littlebird]

In days of yore, before using the internet was common, I would (gasp) actually call Vanguard to transact business.

The number: 1-800-OnBoard. I just tried it and it still works.

I’m so old that I remember when that number was answered within three ring by a human being.

[egrets]

In days of yore, before using the internet was common, I would (gasp) actually call Vanguard to transact business.

The number: 1-800-OnBoard. I just tried it and it still works.

I’m so old that I remember when that number was answered within three ring by a human being.

I remember when knowledgeable humans answered the GE Answer Center phone number, and would walk you through repairs.

I remember when dialing POPCORN would tell you the time.

[FIREchief]

I remember when knowledgeable humans answered the GE Answer Center phone number, and would walk you through repairs.

All I remember is calling the GE answer center, being insulted by stupid suggestions like "make sure it's plugged in," "have you tried turning it on," etc., followed by a pitch to send out a "factory trained/certified repair technician" (who paid a cut back to the GE answer center). Pretty clever system if you ask me!

[SxSW]

A few minutes searching and poking around the website produces this list:

General Customer Service 877-662-7447
Core 800-662-2739
Voyager/Voyager Select 800-284-7245
Flagship 800-345-1344
Brokerage Services 800-992-8327
Large Transactions 610-669-4495

CD Orders 800-669-0516
Complex IRA Transactions 800-205-6189
529 866-734-4524
From outside the US 610-669-1000
Teletype 800-749-7273

FAX LINE (Forms/apps) 484-582-4544

Acct Transfer 800-337-8476
Personal Advisor Services 800-992-5541

Inheritance Services 888-237-9045
401k/Retirement Plans 800-523-1188
Tech Support 800-860-8394
Press Inquiries 610-669-1000

[Pepper11]

I don't understand the recent Vanguard customer service hate on this forum. I have only have to call them 3 or 4 times in the 7 years with them, probably because their website is so good. But each time I have they have been exceedingly helpful with top notch service.

[Seasonal]

I don't understand the recent Vanguard customer service hate on this forum. I have only have to call them 3 or 4 times in the 7 years with them, probably because their website is so good. But each time I have they have been exceedingly helpful with top notch service.

Your experience appears to be more common:

Vanguard (820) ranks highest in self-directed investor satisfaction among investors seeking guidance. Charles Schwab (819) ranks second.

Charles Schwab (817) ranks highest in self-directed investor satisfaction among DIY investors. Vanguard (800) ranks second and Fidelity (790) ranks third.

https://www.jdpower.com/business/press- ... tion-study

Unfortunately, every business has problems and some people here post because they have been victims of problems. The issue for investors deciding which firm to use is to figure out how likely they are to encounter problems and, if so, how serious the problems are likely to be.