Anna N.

Vanguard really pushes you to look for information on their unorganized and multiple websites, or suffer for calling them. There should be a contact email or text chat option on the website at least. I was calling about an employer sponsored 401k and the wait time is not bad. But the reps that picked up kept transferring me to the individual investor accounts department. The wait times are long for individual accounts (over 20 minutes on a good day). There's a lack of communication between departments and they didn't listen to what I was calling about, only for a reason to transfer me away. I've called the correct number and was transferred, waited an hour, only to be transferred back. I've had to call Vanguard at least 10 times this past year, and they don't seem to document any information given during the calls. They also made me wait 2-3 weeks for mail, only for it to be sent to the wrong address even though I confirmed the address multiple times. The level of incompetence is astounding especially for such sensitive matters as transferring upon death.