Vanguard - Vanguard Brokerage Account/Vanguard Client Services, Matt Benchener Managing Director review: Personal Investment - IRA and ROTH IRA roll over

In September through November of 2021 Ascensus transferred a ROTH IRA account to VANGUARD Personal Investment Acct # [protected] ROTH. Ascensus account number [protected]. VANGUARD Personal Investment changed it over and carried as a pretax IRA. The error was not identified until the RMD of 2022 revealed it was not being carried as a ROTH. The document that I have that reveals the RMD error is dated January 13,2023.. I have a copy of the Ascensus transfer document dated 11/18/2021. When I look at the statement for Vanguard Account # [protected] online, Vanguard does not identify the account as a ROTH IRA but as a simple IRA. Due to the errant identification Vanguard has (1) withdrawn a RMD and (4) errantly withheld Federal Income Tax from the distribution.

I attempted to get the issue corrected on January 23, 2023 via telephone conversation. I ended up speaking with a Mr. Ryan McQuire (sp?).

When Mr McQuire could not locate a paper with Vanguard that identified an issue, he simply wanted to end the conversation without resolution. I requested he transfer me to a supervisor, he related that he had no supervisor. When I requested a more senior representative, he informed me that was not possible and wanted to end the call. I asked Ryan where I could send supporting documentation via e-mail, he related that was not possible. When I asked where I could mail supporting documents, he related that I could send thee information to a general mailing address. When I asked to whose attention I could address the mail, my perception from his response was that there was no individual or department only that it could be sent to Vanguard. My perception and my response was that such action would be like sending it to a black hole.

I will admit that I became quiet agitated with Ryan's lack of a customer service attitude as I perceived his responses. When something was not going to be easy Mr. Ryan McQuire wanted to quite the call and get off the phone to the point he eventually hung up on the call. I was on the phone either on hold or talking to a Vanguard representative for more than an hour with absolutely no resolution. You likely have a recording of the phone call that you can review if you wish.

I attempted to include the PDF files of the documents of the Ascensus to Vanguard transfer of documented as November 18.2021 however the software locations to "Add Photos" will not accept "PDF" files.