Vanguard Arvostelua 39

Amina was very helpful. Really liked the service and was super easy ..once you know how!

Awful I have been trying to roll over my money for 4 months and it's still not done. Nor is it close, I just had to restart. Customer service is awful and did nothing. If my work didn't use them I would definitely be going elsewhere. I am actually debating just starting a personal one and transferring at this point.

Important information if you live outside the US and are trying to get your money out from investor.vangaurd.com: zip code validation on the web journey prevents accounts with non-US details from being linked and Vanguard staff give incorrect and often conflicting advice if you phone them.

The Vanguard website assumes that your postal code must be in US zip code format when linking a US bank account, but if you are overseas and linking a service like Wise (which is technically a US bank even if you yourself have a foreign address) it is simply impossible to complete the process.

When this happened to me, I assumed that I would have to link my account over the phone as this was probably an edge case. The customer service team told me that I needed a Medallion Signature Guarantee to link foreign bank details. I tried to explain that I wasn’t really linking a foreign bank account, but I was told that there was no other way. There is only one place in the UK that offers Medallion Signature Guarantee and it costs £295 (shoutout to Fraser & Fraser who were excellent, despite me not actually needing their service).

Thinking it was necessary, I paid the £295 but although Vanguard set up a linked account it didn't work, because the process could only be used to link a foreign bank account. The bank account I wanted to link, as I had explained repeatedly to them, was a domestic US account. Vanguard charged me $10 when I attempted transfer funds to the account that they had supposedly linked, although Wise were unable to see any trace of this transaction.

I then found a Bogleheads forum about linking Wise accounts (I’m not allowed to link it but it's quite easy to find via search). I followed the advice and linked my USD Wise account via the old Vanguard website personal.vanguard.com, which did still work and which did accept non-US zip codes. I was finally able to set up my account and successfully transfer funds (although the process felt a bit dodgy). The official advice was worse than useless. The Medallion Signature Guarantee was not necessary – I would have achieved exactly the same result without spending the $400 on it and the failed transaction.

I contacted Vanguard to tell them that their website was broken and that they were giving out bad advice, sharing the link from the Bogleheads forum. They were extremely condescending and did not appear to understand the problem at all. I tried repeatedly to explain what had happened, but it really seemed as if they did not want to know.

I am sharing my experience because since then they have made no changes to their processes, and international investors in this scenario need to know that the old website workaround is in fact the only way they can link an account and get their money out.

Today was the first time I had to contact Vanguard. Spoke to Liam M who was super helpful and answered both my queries at first point of contact.

With a doubt THE worst customer service of ANY financial services company I have ever encountered.

They are beyond bad

Although the Vanguard platform is complicated for me to navigate being a novice in this investment game- Teigan has helped me for months and provides an outstanding service with no complaints- always happy to help me and responses are pretty fast! I will invest in the future but I can’t ask for much more with the support Teigan has provided

Customer support is very poor compare to others,

Don't be fooled by the advertised low fees and ease of use. The customer service is non-existent. The platform is opaque. Their administrative function is under resourced. It may not cost you in up front fees but you'll pay a heavy price. Other platforms like Interactive Investor are 100 times better for peace of mind.

My experience with their customer service is poor and the interface on their website is shit compared to most other platforms. The £4 fee to accounts under £32k are a direct attack on people beginning on their investing journey or just don't have a lot of money to invest. NOT the same company that John C. Bogle started, who's core mission to provide small investors with a low fee platform. It's a poor person tax.

I was looking for advice and guidance about releasing tax-free cash from my pension.

I had the initial telephone interview with David who answered all my queries and explained the process clearly.

I then dowloaded my pension illustration which is a detailed analysis of how the withdrawal of he tax-free cash affects future returns and projected income examples.

I then had a second phone call with Neena who went over the pension illustration in detail and answered all my questions.

Both David and Neena are a credit to Vanguard UK, a company who has looked after my investments for ten years.

Well recommended.

Can’t transfer money out of Vanguard stock & shares ISA due to a joint account where my husband‘s name is the main holder of the account. Despite the Account title being Mr & Mrs X.

All started when we made a transfer that was held back by Vanguard on 19/03/2024 that didn’t arrive in the Bank Account, and only started following up in June, when we though why the transferred money has not reached the Bank for so long.

This didn’t seem to be a problem for Vanguard when they were accepting money, but now they keep saying we want to protect the security of your money and have to verify your Bank details “ Unfortunately we haven’t been able to verify your bank account details on this occasion. ”.

And every time a document is loaded, it can take up to 5 business days, although they have been responding the next day ( which is a plus point).

Overall a very broken onboarding/ offboarding process, the onboarding does not match the offboarding.

It’s beginning to feel like these broken processes are built in to delaying transfer of money out of their services.

Other Fund Management Companies are able to do this in one day over the phone, and with digital services almost instantly.

Issue is ongoing with the Personal Investor services.

Spoken to Jasmine today to get some help and she was amazing. She took the time and effort to go through accounts and make a switch to my accounts. What a brilliant person to have in a team. Fantastic service and excellent growth in the portfolio were noted.

ISA Transfer
It is difficult to transfer money from the Vanguard ISA account to other provider.
Vanguard did not handle ISA transfer account request conscientiously.
I directly sent the request form to Vanguard transfer team. However, they still did not response my new provider and delay the request more than a month.
I still don't know how long Vanguard could look into my request.

Vanguard makes it difficult or impossible for beneficiaries to receive funds. My wife has a small account under $50K and this investment firm will not communicate or transfer funds. As a man that wrote his own Trust in the style of his father's Trust, assume nothing at face value. Avoid this firm as there are reputable ones to choose that don't kick when you when you fall.

I spoke to Lesene and she went above and beyond trying to help me. She was so lovely and was genuinely interested in what I had to say. I’ve never spoken to someone like her and she was giving lots of important information to me when she could have just ended the call. J.

Michael F was very knowledgeable and helpful during my call today, thanks very much!

Spoke to Tomi for help with accessing my account ….patient, supportive and concise, accurate advice provided ….a 5 star service!

Spoke to Jack, he was informative and helpful can’t ask for much more

I spoke to Michael F (Manchester) regarding my transactions and his understanding and customer service was outstanding. He competently and quickly explained the transactions, pay-out dates and was very informative.

I spoke to a lady called Holly C. She was very professional and humane in explaining the choices I available to me. Top top marks.