Not a "user friendly " company !!
Impossible to access their site and find out information such as " what dividend is planned for the SEPTEMBER Quarter 2021" on several of their ETFs. WHY ........is it a secret?
Is it the same vanguard I invested 4 years ago?
Connot agree more with the other reviews.
What has happened with Vanguard? Since they’ve made those changes in October last year, the service & navigation became terrible. I now hold two investor numbers, two account numbers. What a pain to manage... so confusing. Plus you now have to pay 0.2% of fees on the portfolio if you invested under the new platform after October 2020 (cap to $600 a year).
Customer service also became really poor. Called 3 times to ask about adding authorised representatives. One agent told me to use the advisory form...
What Happened to Vanguard?
I have had investments in various Vanguard funds over the last 20 years and always found them easy to manage. I recently wanted to invest some more money with them and looked at their new products and saw a couple that I wanted to put money in. Could not find the application forms anywhere in either the website or the portal. I sent them a message from my account (logged in to the portal). There was a warning that they were busier than normal (this message seems to have been there for several weeks). No response for 2 weeks. I finally called th...em and after getting a call back after sitting on hold for ages, was told that I would have to create a new account (I already have 1 personal one and a joint one with them) to be able to invest in the funds I wanted, and that these funds were not available to joint accounts and probably wouldn't be for "about 6 months or so". So basically I would have to hold multiple personal accounts to have the different funds (only 1 additional fund to what I already have) and would not be able to get them at all with a joint account, which was what I wanted in the first place. What a joke. I will be looking elsewhere, which is disappointing as the fund in question was just what I was looking for. Several hours of my life I'll never get back. What happened to these guys?
Vanguard Australia appears to have lost the plot!
I totally agree with the last reviewer. It’s hard to believe but the horrifying change appears to have taken place in October 2020.
This Australian Financial Review article talks in glowing terms about the new MD Frank Kolimago and his “ambitious agenda”:
The experience for customers was good until October 2020. Their website was archaic but at least it worked. Then Vanguard Aus forced changes on their customers forcing many t...o open another account. I’ve been trying to do so since November 2020 - it’s still not open. I’ve called and called. I’ve submitted a complaint. I’ve submitted negative reviews on their account opening process. I’ve asked to speak to a senior manager. There is no response to any of this. Support promises to call back. To escalate to senior management. Nothing happens.
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Limited and problematic client services
In 2020 Vanguard Australia took a disappointing change of direction, moving from a quaint fax based service, to no service at all.
Following the changes Vanguard have made:
Expect to spend 30 minutes on hold each and every time you attempt to contact Vanguard. Do not expect response from email correspondence. Both Vanguards 'clientservices' email address and Vanguards web based messaging are hit and miss.
Vanguard will refuse to transfer units between accounts. Vanguard will even refuse to transfer investments between funds held in one acc...ount. Regardless of advice you might receive from the call centre staff, or the Vanguard forms you might be asked to complete, expect Vanguard to ultimately refuse to act on instruction regarding your investment choices.
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