FYI - there are 2 similar threads on this topic - see: viewtopic.php?p=5720895#p5720895
I share the frustrations. I have over $600k in the VA and it is ridiculous that they continue to have basic account information wrong and that you can't contact them. I have tried phoning and gave up after hours on hold (just put the phone down while doing something else, hoping someone would answer, eventually gave up). I have repeatedly contacted them through their "Contact Us" messaging, with a screen that says my message was received and "look for confirmation in your email inbox" - they have my correct email address, but no confirmation has ever come through.
As another poster noted, I had a joint account with my wife - now she is listed as the sole owner. I mean, really?
They still have a 2004 mailing address listed, apparently a carryover from older TA accounts I since rolled-over? Every single day I change it to my current address (which Vanguard obviously had accurately) and the next day, every single day, it reverts back to the 2004 address. Now I'm getting repeated USPS notifications from TransAmerica confirming address change, even though the address change isn't "sticking."
As another poster noted, I'm afraid to 1035 this, given possible $ advantages of this older contract. But how could you figure it out, given you can't get ahold of anyone? And I'm sure I've thrown out the old Vanguard paperwork, as opened the VA in the mid1990s. Oi!
What's the solution to this? Wait / hope for them to get their stuff together? 1035 it despite possible disadvantages? File a complaint with the SEC, my state Dept of Insurance, or some other regulatory agency? This is crazy to have this much money tied up with a company this irresponsible to its customers.