Lisa L.

I cannot give them 2 stars. I've been with them over 40 years, have a good chunk of my lifetime savings there, and it has always been great until the last couple of years. Customers were FORCED to make changes that were against their best interest, while getting much less service. Customer service messages (no email) are poorly answered with a lack of understanding customer needs and an unwillingness to solve a problem. Their forced messaging system is not a full up email service, so messages are saved a few days and then deleted. Furthermore, my replies to them show nowhere. (No history or thread of correspondence). I've taken to copying the page image and saving each and every one...what a pain! I write very specific and clear messages to get some simple accounting information that has always been provided until recently, and their answer doesn't even match the question! I gave a representative a flaming review, rewrote my communication simply but detailed, and got the same representative back, this time with an even shorter and less useful response. I'm not asking for anything weird...just some basic accounting information that ANY financial institution provides. WTH? My account is so messed up from this stupid "settlement account" they made me move my money into. I've even asked if there is any other way to leave part of the settlement account in place and let me have a nice working account back. --No, certainly not.
I will say no one has been rude, but they are definitely incompetent. Maybe high school students on a month-long internship? No, wait, a motivated student would make more effort.
Vanguard: If you are trying to make more money for yourselves, see how that goes when you've run off all your customers.
As soon as I do my research and find a suitable place, I will be moving my assets and closing the accounts.
The dates of my bad experience with the company is a range of about 2 years.