What Do I Do If My Vanguard Account Has the Wrong Balance?

If you have an account with Vanguard and have just noticed the wrong balance, you need to figure out what's going on as quickly as possible. The problem could be something as simple as a computer error. However, it could also be the result of someone illegally gaining access to your account or stealing your identity. Keep on reading. This article will tell you what you need to do.

Make Sure You Haven't Made a Mistake

Before doing anything else, you should add everything up and make sure the balance is wrong and that you haven't just forgotten a transaction.

Change Your Password

Next, you need to change your password, in case the problem is the result of a hacker's work. Once you change it, the hacker will no longer be able to use your account. If you can't log into your account, then it's probably the result of a hacker changing it. In that case, you will need Vanguard's help to recover access.

If you have a personal account, follow these instructions to change your password:

1. Go to the password recovery page for personal accounts.
2. Enter your name in the text fields on top of the form.
3. Enter the last 4 digits of your SSN.
4. Enter your birth date.
5. Enter your ZIP Code.
6. Click the Next button.
7. Follow the instructions to complete the process.

If you have an institutional account instead, use these instructions to change your password:

1. Go to the password recovery page for institutional accounts.
2. Click "I forgot my password."
3. Click Continue.
4. Follow the instructions.

Change Your Email Address

If you suspect the error is caused by a hacker, you should also change your email address so the hacker can't use it to get access to your account again. To do so, contact Vanguard and ask to talk to Tech Support. Ask the tech support person to put in a ticket to change your email address.

Collect the Evidence

You are also going to need to get all the evidence you can that the balance is wrong. Make copies of the relevant transactions and balances. Try to work out exactly how much money should be in your account.

File Reports

If you believe that your balance is wrong because someone stole money from it, you may want to make a police report. It could be the only way you get any of your money back. You might also want to make a report to a credit agency, to protect your credit.

Contact Vanguard

You also need to report the problem to Vanguard. You should call during normal business hours, Eastern Standard Time, so you can reach whatever departments you need to talk to, such as loss prevention or technical support. Tell the Vanguard representative about the problem and provide all the evidence you collected. Ask for the representative to check Vanguard's records, and if there's anything that can be done to return your missing money.