Locked out of my Vanguard account ('device not recognized BS)

Hi all.

So I'm sure I'm not the only one who's ever dealt with this issue with Vanguard.
I recently changed the security settings in my Vanguard account which included updating my security questions, and adding 'restrict unrecognized device access' to my account.

I used the same laptop I always use to access Vanguard.
The last week I have been trying to login to V with no success.
I get an 'we don't recognize your device' message and to try again later.

I got a letter from V stating that they would ask a security question if I tried to login from an 'unrecognized device' , which off course didn't happen when I tried to login from my usual laptop

I am soo annoyed/pissed at this point. Their 'customer service' is the biggest joke on the planet.
I emailed a few times, but just get duplicate canned responses that tell me to call them.

I know how these phone calls will go , I will be on hold forever, will only get to talk to someone with a heavy accent who barely speaks and understands English, and won't get anywhere.

Now. I didn't change any setting or such on my laptop, everything is exactly the same.
I just want this stupid security feature ('restrict unrecognized device access') turned off in my account.

Could I write them a letter with a print out of my driver's license and the request to turn off this security feature in my account?
Because I think it would be quicker and easier than try to deal with their useless 'customer service'


Has anyone had this happen before ?
How did it go when you called ? What do they ask over the phone?

Thanks

a reply to: ancientlight

If you haven't done it already, start with the obvious issues like clearing your cookies, browsing history, etc.

Cookies expire, all devices will become "unrecognized". Are you using an adblocker that might be stopping the questions from opening or "popping up" in a new window?

a reply to: Jason79

I will try this later. Thanks
I hope it works!

a reply to: ancientlight

I deleted all my cookies, made sure the security shield , which could block the security questions popping up, was off, and nothing

I'm reading some comments online and some people said that V will ask for a pin number when you call them to verify it's you?
I don't find any pin and don't recall getting one either . This is just getting worse and worse



Look at all those comments for anyone thinking about investing with V:

Vanguard customer reviews

I want to move my money out of V to another company at this point.
Next thing to do once I manage to log in

a reply to: ancientlight

You're dealing w funds. Security certs updated freq. It's a good thing to ck...and devices eventually can't keep up w new walls, patches, updates.

Down the road....we need to eventually get newer, more effec, safe devices.

Can't go on for ever...nothing you said indicates that you're aware older devices...even a few years....cannot keep up with new reg/sec/updates we all need. And we do need them.

A friend can't understand why Windows 95...or Apple Safari from 2005...can't keep, take or reg updates.

Your verification? Soon, you'll need 3: sign in....1 verification, a 3 sent to click.

Hey...in 1990...we had nothing really.....

a reply to: ancientlight

I called them and managed to get through and it went surprisingly well.
All solved at least

a reply to: ancientlight

Glad you got it all worked out. A few things Ill point out though its a little late. Instead of clearing cookies you can test if that would have any effect by simply using incognito mode. Also instead of just clearing cookies, i tend to use dev mode (f12) and navigate to the application tab where i can clear everything related to a site with the clear site data button, and check over every type of cookie including 3rd party to make sure they are ALL gone.

originally posted by: ColeYounger


a reply to: ancientlight

If you haven't done it already, start with the obvious issues like clearing your cookies, browsing history, etc.

Might also try a different browser. Some browsers don't like some websites. Brave, Opera, Edge for examples.



ETA

@ancientlight.
Glad the customer service phone call went well.

a reply to: DontTreadOnMe

Yes, I use Brave, which might have been part of the problem , too many shields etc.

Also, does anyone know how to add a secondary phone number online to a V account?

I had a notification for the option a while back, but it required verification with a code within 10 numbers from the secondary number and I knew that person was asleep.

I think it would be good to add just in case.