Vanguard Customer Service Mega-thread

[grok87]

"good sweep account"- sure but the e.r. for FZFXX is 0.42% vs 0.11% for VMFXX.

Don't look at the ER, look at the interest rates. More people use SPAXX than FZFXX and even more manually buy FDLXX which is functionally the same.

thanks

[tj]

Don't look at the ER, look at the interest rates. More people use SPAXX than FZFXX and even more manually buy FDLXX which is functionally the same.

thanks

FWIW, More than likely vanguard is going to yield more, but the comparison was to the referenced Schwab which yields nothing.

[Stinky]

Not happy. I asked 1 year ago for Vanguard to close empty Roth account. CS told me ticket was submitted. Called in again 3 months ago. Same response, ticket was submitted. I don't have time for this.

If you don’t have any money in the Roth account, why do you care if it’s “open” or “closed”?

Not trying to argue. Just asking.

[Curly]

Hello,

We closed all our VG accounts using a feature available online (while logged in). I don't recall the specifics so I can't describe it well enough to help you, but maybe a current VG customer can point you in the right direction. This might work for you versus trying to call.


My experience with calling (about other issues) and the CS rep saying a ticket would be submitted: it never resulted in anything getting done. Most of the time my follow-up calls resulted in "we have no record of any earlier ticket for you prior calls etc. etc. "

Not happy. I asked 1 year ago for Vanguard to close empty Roth account. CS told me ticket was submitted. Called in again 3 months ago. Same response, ticket was submitted. I don't have time for this.

[Clarky]

Not happy. I asked 1 year ago for Vanguard to close empty Roth account. CS told me ticket was submitted. Called in again 3 months ago. Same response, ticket was submitted. I don't have time for this.

If you don’t have any money in the Roth account, why do you care if it’s “open” or “closed”?

Not trying to argue. Just asking.

This is not unique to Vanguard.

My partner moved from T Rowe Price to Vanguard almost three years ago. As smooth a transition as could be. But TRP still hasn’t closed his account, despite a few requests. The first year I can see, as you would want access to tax docs, etc. They removed the linked bank account, but the shell is still there. He’s given up. It’ll disappear one day.

[Blue456]

If you don’t have any money in the Roth account, why do you care if it’s “open” or “closed”?

Not trying to argue. Just asking.

This is not unique to Vanguard.

My partner moved from T Rowe Price to Vanguard almost three years ago. As smooth a transition as could be. But TRP still hasn’t closed his account, despite a few requests. The first year I can see, as you would want access to tax docs, etc. They removed the linked bank account, but the shell is still there. He’s given up. It’ll disappear one day.

That’s fine. But they could have explained that instead of “submitted ticket” response.

[Clarky]

This is not unique to Vanguard.

My partner moved from T Rowe Price to Vanguard almost three years ago. As smooth a transition as could be. But TRP still hasn’t closed his account, despite a few requests. The first year I can see, as you would want access to tax docs, etc. They removed the linked bank account, but the shell is still there. He’s given up. It’ll disappear one day.

That’s fine. But they could have explained that instead of “submitted ticket” response.

That’s true. You just mentioned that you didn’t “have time for this.” My point I guess is it became our conclusion that it’s not a big enough issue for TRP (and others) to worry about and it would happen in due course. I’m not saying it’s an optimal practice, by the way. But I can’t think of anything a hacker could do with it (but I don’t have a criminal mind, so…) which would be my only concern. Otherwise, if they want to clutter their systems with empty accounts… whatever.

[Blue456]

That’s fine. But they could have explained that instead of “submitted ticket” response.

That’s true. You just mentioned that you didn’t “have time for this.” My point I guess is it became our conclusion that it’s not a big enough issue for TRP (and others) to worry about and it would happen in due course. I’m not saying it’s an optimal practice, by the way. But I can’t think of anything a hacker could do with it (but I don’t have a criminal mind, so…) which would be my only concern. Otherwise, if they want to clutter their systems with empty accounts… whatever.

The issue is loss of confidence with Vanguard CS. And Fidelity will close and hide accounts for you. The UI ends up being much cleaner.

[Clarky]

That’s true. You just mentioned that you didn’t “have time for this.” My point I guess is it became our conclusion that it’s not a big enough issue for TRP (and others) to worry about and it would happen in due course. I’m not saying it’s an optimal practice, by the way. But I can’t think of anything a hacker could do with it (but I don’t have a criminal mind, so…) which would be my only concern. Otherwise, if they want to clutter their systems with empty accounts… whatever.

The issue is loss of confidence with Vanguard CS. And Fidelity will close and hide accounts for you. The UI ends up being much cleaner.

Well, I have a loss of confidence story for you regarding Fidelity, who screwed up my pension calculation resulting in me being shorted $800 a month for the last five months. They’re fixing it, and they apologized. But between that, and several screwups with my Fidelity 401K (which I moved to Vanguard as soon as humanly possible) over the years, I could live with less clean UI (you can hide accounts a Vanguard by the way). An unclosed account complaint pales in comparison, in my book.

[InMyDreams]

-deleted-

[scooter]

[Thread merged into here --admin LadyGeek]

I tried for 3 days to create check writing for one of my accounts since old checks don't work since they converted to brokerage accounts

I spent one hour talking to two different ladies that complained about the system or said they were new and wouldn't transfer me to a supervisor

The next day a gentleman transferred money to my settlement fund and said my on line application with signatures looked fine.

Today, I get a message that they don't see my application.

I really miss the days when being a voyager member plus meant something

[dagsboro]

This complaint about Vanguard service from scooter triggered my curiosity so I read a complaint on reddit about paper checks on Vanguard accounts. This complaint is not directly related to scooter's but it raises a question about whether I should ever use paper checks from Vanguard? The complainant said he sent a paper check for a large sum from Vanguard via Priority Mail with tracking to Mellon Bank. The check was intercepted, forged and cashed. There have been extensive delays for him in trying to resolve the issue - but MY question is based upon replies to scooter which advised him never to use a check from a Vanguard account. Instead, it was suggested he should wire funds to his regular bank and then write a check from that bank because, presumably, his bank's security and procedures are more secure and will better protect his transaction. What is your practice? Do you wire money from Vanguard to your linked bank and then write checks from your bank? Or, do you write a check directly from your Vanguard money market to pay a large bill? Thanks

[jebmke]

This complaint about Vanguard service from scooter triggered my curiosity so I read a complaint on reddit about paper checks on Vanguard accounts. This complaint is not directly related to scooter's but it raises a question about whether I should ever use paper checks from Vanguard? The complainant said he sent a paper check for a large sum from Vanguard via Priority Mail with tracking to Mellon Bank. The check was intercepted, forged and cashed. There have been extensive delays for him in trying to resolve the issue - but MY question is based upon replies to scooter which advised him never to use a check from a Vanguard account. Instead, it was suggested he should wire funds to his regular bank and then write a check from that bank because, presumably, his bank's security and procedures are more secure and will better protect his transaction. What is your practice? Do you wire money from Vanguard to your linked bank and then write checks from your bank? Or, do you write a check directly from your Vanguard money market to pay a large bill? Thanks

I don't use a broker for paying bills but I avoid checks entirely whenever possible. I have had checks go missing from our VG Donor Fund, our Fidelity Donor fund and our checking account. We use billpay if a check is the only option but most of our expenses go via direct debit or on credit card. The checks issued by the bank through the bill pay function have no account details on them. I am pushing charities we support to sign up for electronic funds transfer so that checks don't need to be done by our DAFs.

[scooter]

After just talking to my 4th agent in 3 days to set up a checking account and being told it was done correctly but messages say it wasn't, I did what was suggested and moved money from my settlement account to my personal account and submission went through in less that a minute.

Thanks

[LadyGeek]

I merged scooter's thread into the ongoing discussion.

(Thanks to the member who reported the post and provided a link to this thread.)

[sport]

but MY question is based upon replies to scooter which advised him never to use a check from a Vanguard account. Instead, it was suggested he should wire funds to his regular bank and then write a check from that bank because, presumably, his bank's security and procedures are more secure and will better protect his transaction.

You cannot do this for a QCD donation.

[jebmke]

but MY question is based upon replies to scooter which advised him never to use a check from a Vanguard account. Instead, it was suggested he should wire funds to his regular bank and then write a check from that bank because, presumably, his bank's security and procedures are more secure and will better protect his transaction.

You cannot do this for a QCD donation.

Right. One of the unfortunate characteristics of QCDs is that it is still mired in a primitive money transfer process.

[scooter]

Vanguard just informed me that since they are changing to a new computer system that applying for check writing using the digital system doesn't work after dealing with 5 agents over 5 days.

[dagsboro]

I always learn something from the bogleheads both from the person who poses the question/complaint as scooter did and when someone like jebmke shares his own practices. I pursued the question of checks and learned that first class mail service has declined precipitously in the past two years, as I knew it had, but also that the USPS has formally projected that delays in delivery of first class mail will Increase in 2025. So not only are there inherent security issues when mailing paper checks via first class mail (aka snail mail) but they will take longer to get where you want them to go in 2025. The source of this information is the USPS Board of Governors and Postmaster General Louis DeJoy.

[Thesaints]

Today we tried to sell some fund's shares and it was impossible on Safari: the screen sequence never progresses after selecting the shares to sell and the proceeds destination.
We eventually used Chrome...

[jebmke]

Today we tried to sell some fund's shares and it was impossible on Safari: the screen sequence never progresses after selecting the shares to sell and the proceeds destination.
We eventually used Chrome...

I don't use my iPad for financials but i have noticed that there are some sites Safari gags on. I mostly use Brave and never have an issue; Brave is Chromium-based.

[alpenglow]

I've read all the stories here but finally got to experience first hand the quality of VG customer service. I got a letter from VG about a security. No need to explain the situation here, but I called in and found the wait was 35 or so minutes, so I left a call back number. When the CSR called, she said she had didn't know how to help and would connect me to the stocks department. I was then in queue for another 35 minute wait without the option for a call back. Anytime I call Fidelity or Schwab, I get service quickly and my problems are solved. I can't imagine if I had a significant or pressing issue with Vanguard.

[Retire]

Vanguard customer is awful. I have been a Flagship customer for many years and Vanguard provides zero service. I need to start looking for another company to hold our funds. The Flagship rep I have is worthless and there is no option for customers to request a new Flagship rep.

[Feldman]

I've read all the stories here but finally got to experience first hand the quality of VG customer service. I got a letter from VG about a security. No need to explain the situation here, but I called in and found the wait was 35 or so minutes, so I left a call back number. When the CSR called, she said she had didn't know how to help and would connect me to the stocks department. I was then in queue for another 35 minute wait without the option for a call back. Anytime I call Fidelity or Schwab, I get service quickly and my problems are solved. I can't imagine if I had a significant or pressing issue with Vanguard.

Do keep in mind that it's the last few business days of the year.

[jebmke]

Vanguard customer is awful. I have been a Flagship customer for many years and Vanguard provides zero service. I need to start looking for another company to hold our funds. The Flagship rep I have is worthless and there is no option for customers to request a new Flagship rep.

Brokerage firms are pretty much a commodity. Pick one and move.

[alpenglow]

I've read all the stories here but finally got to experience first hand the quality of VG customer service. I got a letter from VG about a security. No need to explain the situation here, but I called in and found the wait was 35 or so minutes, so I left a call back number. When the CSR called, she said she had didn't know how to help and would connect me to the stocks department. I was then in queue for another 35 minute wait without the option for a call back. Anytime I call Fidelity or Schwab, I get service quickly and my problems are solved. I can't imagine if I had a significant or pressing issue with Vanguard.

Do keep in mind that it's the last few business days of the year.

True - I agree that it was probably poor timing.

[Makefile]

Have you been able to figure out if the rumored ability for a Vanguard agent to flip a setting on a brokerage account to show the whole year's mutual fund activity on the December statement is true?

I've got my email now saying Nov 11 is my automatic transition date, but I'd at least like to get that setting in place for 2025.

I haven't asked about that. It would be a nice but not essential feature for me. The only time I need to look at transaction detail is to reconcile the statements to the brokerage statements. The usual suspects (foreign tax withheld and out of period deposits) usually complete the rec and I don't need to dive into the transactions. I don't trade so the only transactions in there are distributions.

I will note that when you go to the Distributions and Payouts section of holdings and click through to the "dividend distributions and capital gains legacy page" link there is a tab for "Distribution Payouts" that shows the full 12 months for both the legacy version and the new brokerage version of an account. Of course, once you are on the brokerage for a full year you can download the full set of transactions from their normal download interface. That is probably the easiest way to get the detail data to do a reconciliation.

I haven't asked about that. It would be a nice but not essential feature for me. The only time I need to look at transaction detail is to reconcile the statements to the brokerage statements. The usual suspects (foreign tax withheld and out of period deposits) usually complete the rec and I don't need to dive into the transactions. I don't trade so the only transactions in there are distributions.

I will note that when you go to the Distributions and Payouts section of holdings and click through to the "dividend distributions and capital gains legacy page" link there is a tab for "Distribution Payouts" that shows the full 12 months for both the legacy version and the new brokerage version of an account. Of course, once you are on the brokerage for a full year you can download the full set of transactions from their normal download interface. That is probably the easiest way to get the detail data to do a reconciliation.

FYI - the transition happened and I called in today. The rep told me where the setting is on his end since he wasn't familiar at first. Under Activity->Statements->Select View, on the employees' end there is an option for statement data options for quarter-to-date or year-to-date. He wasn't sure if the customer can see it or not (we can't).

For anyone reading, this failed. My "year-to-date" statement is missing everything before the month of December.

[jebmke]

For anyone reading, this failed. My "year-to-date" statement is missing everything before the month of December.

It won't show under activity. Need to go to Holding > Distribution Payouts and find the link to the legacy version

[Makefile]

For anyone reading, this failed. My "year-to-date" statement is missing everything before the month of December.

It won't show under activity. Need to go to Holding > Distribution Payouts and find the link to the legacy version

Understood, but what I mean is that between my account converting mid-November and December 1, I made additional purchases, but those don't show up in the transactions on the on the annual statement either. I accept that I can't expect the transaction detail to go further back than the brokerage transition date, but it doesn't even go back that far and is just a monthly statement.

[PinotGris]

[
The issue is loss of confidence with Vanguard CS. And Fidelity will close and hide accounts for you. The UI ends up being much cleaner.

If you want to hide an account you can do it yourself. I forget how but if you go to the Dasboard there isca way to do it. I have hidden accounts with 0 balance.

[Ricola]

Initiated a new auto RMD for 2025 on the Vanguard website. It is a very smooth process. There was no need for any customer support.

[jebmke]

It won't show under activity. Need to go to Holding > Distribution Payouts and find the link to the legacy version

Understood, but what I mean is that between my account converting mid-November and December 1, I made additional purchases, but those don't show up in the transactions on the on the annual statement either. I accept that I can't expect the transaction detail to go further back than the brokerage transition date, but it doesn't even go back that far and is just a monthly statement.

Well, I haven't downloaded my statements yet -- didn't know they were available this early. So can't help you there.

[Northster]

[merged into here - moderator Kendall]

Has anyone else tried to call Vanguard lately? It used to be relatively easy to reach a knowledgeable human being, but they now have a new automated phone tree that I found impenetrable . Thankfully the old 'O' key finally worked. If this persists I may be moving to Fidelity.

[CenTexan]

About a month ago I waded into their phone system. I had a question about a CD purchase I made online being deducted prior to settlement date. From the phone menu, I ended up selecting the option that had to do with Buying a CD. I immediately got a live rep and he was helpful with my request. . . didn't seem bothered that I wasn't buying anything. New strategy??

[Kendall]

Northster's post has been merged into the existing discussion.

[criticalmass]

Vanguard has been buying TV ad time on national shows with high end production quality. Those short ads are not cheap, so the minimize advertising costs era at Vanguard seems to have ended. "50 years helping investors be well on their way to their financial goals."

Vanguard phone hold line time has decreased from over an hour earlier in 2024 to 20 minutes mid-day, so they must feel empowered to advertise on TV now.

[rkhusky]

[merged into here - moderator Kendall]

Has anyone else tried to call Vanguard lately? It used to be relatively easy to reach a knowledgeable human being, but they now have a new automated phone tree that I found impenetrable . Thankfully the old 'O' key finally worked. If this persists I may be moving to Fidelity.

Why not always use ‘0’? Why are you calling so much?

[rkhusky]

It won't show under activity. Need to go to Holding > Distribution Payouts and find the link to the legacy version

Understood, but what I mean is that between my account converting mid-November and December 1, I made additional purchases, but those don't show up in the transactions on the on the annual statement either. I accept that I can't expect the transaction detail to go further back than the brokerage transition date, but it doesn't even go back that far and is just a monthly statement.

I now save the December statement, along with a custom transaction report for Jan 1 - Dec 31, sorted by fund, for all my accounts. Has all the information I will ever need.

[fred9]

it's Saturday afternoon. I have been trying to send V a message and getting the following popup:
We are experiencing high volumes
We were unable to send your message at this time. We apologize for the inconvenience and recommend resending the message or checking back later.

Anyone else currently getting such a message?

More general question, should I consider moving to Fidelity? I'm 81 years old, have 7 figure total value at V. My DW died 1/13/22 and now trying to determine if V correctly adjusted the cost basis for sales of stocks that moved from our joint account to my current brokerage account.

Thanks

[clip651]

it's Saturday afternoon. I have been trying to send V a message and getting the following popup:
We are experiencing high volumes
We were unable to send your message at this time. We apologize for the inconvenience and recommend resending the message or checking back later.

Anyone else currently getting such a message?

More general question, should I consider moving to Fidelity? I'm 81 years old, have 7 figure total value at V. My DW died 1/13/22 and now trying to determine if V correctly adjusted the cost basis for sales of stocks that moved from our joint account to my current brokerage account.

Thanks

I'm sorry for your loss from a few years ago.

As far as I know, most Vanguard clients no longer have access to send messages to Vanguard through the website. You may be one of the exceptions.

Vanguard isn't open for customer service on the weekends, and sometimes there are website issues on the weekends while they are doing routine website and database maintenance. I would suggest try sending the message again on Monday during business hours. Otherwise just call them Monday if messaging is not working.

cj

[fred9]

Thanks cj