> Vanguard was also very good initially and in the more recent past has gone down the drain. Longest wait times on the phone and most limited in what can be done without calling. Emails take several days to be answered, when they do answer them.
This is my experience. I do 99% of things myself, but there are times where I have to call because there is no way for me to take care of it myself
I wanted to do an Individual 401k reverse rollover at Vanguard. It legit was SIX HOURS on the phone, because no number on any part of the website (including the small business site) was the correct number, it was 40-45 minutes hold before I got anyone, to then wait another 40-45 minutes to get the next person who said they also weren't the right person. Repeat. When I got someone it was buttoned up in about 10 minutes, but it took SIX HOURS to ultimately get to the correct person to handle it. When I brought up the website phone numbers they agreed -- every single one of them on every section of the site I had them look at, was wrong! Three sections of the website all had me call different, incorrect phone numbers!
Recently I was doing a transfer, and it failed. I had to call to find out why it failed before I reattempted. This was FIVE HOURS on the phone. Again, horrific hold times. Again, getting transferred. When I did get to someone who could help, it appeared that their own tooling was failing them. They had to make internal phone calls, in which THEY were on hold. The answer in the end was painfully simple, and explained entirely in TEN SECONDS, but it took FIVE HOURS to get that simple TEN SECOND answer. If the website had simply told me why it failed, I would've never had to call.
This is my experience. I do 99% of things myself, but there are times where I have to call because there is no way for me to take care of it myself
I wanted to do an Individual 401k reverse rollover at Vanguard. It legit was SIX HOURS on the phone, because no number on any part of the website (including the small business site) was the correct number, it was 40-45 minutes hold before I got anyone, to then wait another 40-45 minutes to get the next person who said they also weren't the right person. Repeat. When I got someone it was buttoned up in about 10 minutes, but it took SIX HOURS to ultimately get to the correct person to handle it. When I brought up the website phone numbers they agreed -- every single one of them on every section of the site I had them look at, was wrong! Three sections of the website all had me call different, incorrect phone numbers!
Recently I was doing a transfer, and it failed. I had to call to find out why it failed before I reattempted. This was FIVE HOURS on the phone. Again, horrific hold times. Again, getting transferred. When I did get to someone who could help, it appeared that their own tooling was failing them. They had to make internal phone calls, in which THEY were on hold. The answer in the end was painfully simple, and explained entirely in TEN SECONDS, but it took FIVE HOURS to get that simple TEN SECOND answer. If the website had simply told me why it failed, I would've never had to call.
Statistics: Posted by Goof — Sun Apr 21, 2024 9:14 pm