[Tony]

Does anyone have any advice for dealing with Vanguard customer service? I walked my mother-in-law through signing up, opening a brokerage account, and transferring cash.

A day later, she’s locked out of her account. Password isn’t accepted.

When we try to reset the password, we receive a “contact us” message. For 2 weeks we’ve been calling, and the agents just tell us “We’ll open a ticket with our research department. Please wait 72 hours.”

Anyone else had to deal with something like this?

[Frank]

This is why most people are better off using Fidelity or Schwab, particularly the elderly.

[Frank]

Unfortunately (or fortunately), there are safeguards put in place to prevent account takeover situations.

My guess is she kept entering the wrong password and after a certain number of tries it shuts the account down.

Has she possibly received any emails that she might not have opened?

Usually, an account reset or unlock is done rather quickly unless there are extenuating circumstances.

[Bunny]

Set it aside for a full 5 business days after they give you a Support Ticket reference number and let it get worked out.

I recently had a support ticket that was supposed to take 2-3 days.

It took nearly 10, but it was fully resolved.

[Samantha]

I had no trouble calling them & getting help and all within 15 mins. They even told me if I could call back the next day & they’d talk me through what I needed to do to switch accounts.

Like someone has said, it might be a security measure having entered the password incorrectly too many times.

[Carl]

Switch to fidelity. Vanguard’s website and customer care are hot garbage compared to fidelity.

[Ron]

I hardly ever call Vanguard customer service, but yesterday I called for the first time in 5 years.

I just waited on the line until it was picked up, some one answered and my issue was resolved.

I think it was about 20-25 minutes of hold time, but initially it said it was going to be 40 minutes!!

I was thinking how ironic it is that there’s all this talk about how technology is going to revolutionize customer service and the experience is only getting worse and worse for me (across many companies).

Bots only seem to be able to handle simple questions and, of course, if your issue is simple you probably won’t even be calling, no?

[Author]

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