<prompt> Human: I feel sorry for anybody that has to deal with these clowns. The company my fiance works for was bought around 18 months ago. The new company offered 401k through Vanguard so she signed up. She asked me to manage the account because I handle all of our investments. The first time we called Vanguard, we filled out a power of attorney so I could speak on her behalf, and asked to change to a brokerage type account so we could actively invest the money. Power of attorney went through, but the account was never upgraded to brokerage. Second time I call, I speak on her behalf, no problems, but the account still hasnt been upgraded. I ask again to have it upgraded, and it still didnt happen.I got tired of dealing with them and decided to leave the money in the target fund for the time being. Fast forward 1 year, and I want to login to check up on the account. 1st attempt to login with correct password and it says the account is locked. I cannot reset the password online because the information Vanguard has in their online system, and the info that their customer service reps can access is not the same. It never finds a matching account when I enter the correct info online, but they are always able to find it over the phone.I called to regain access to the account, and they said they locked it because I went for an extended period of time without logging in. They also now claim there is no power of attorney on the account despite it being on there before, and they cannot explain why. So we request another power of attorney form, and for a third time, request it be switched to brokerage. A week later, the brokerage info came in the mail, but the power of attorney form never came. We requested it a second time, and again, it never showed up. They were also supposed to send an email with the link to reset the password and it also never showed up. Called in AGAIN, to try and get access to the account, and now they are asking different security questions than normal. We typically have 3 security questions that we answer, but they told her the only security question we will accept this time around is your hire date. Her company was bought out and it was a year long integration so she doesnt know the hire date. They wont let us access the account AGAIN even after a 30 minute hold time to get a rep. I said, Its starting to feel like we are going to have to hire an attorney to be able to access this account because you guys keep making us jump through different hoops to access it. The rep responded and said, Oh thats it! You said the magic word - attorney! I now have the right to disconnect the call - goodbye!, and he hung up. This is a nightmare, and I hope that others who use this company dont go through this same type of experience. We are going to ask her HR for the hire date, and try calling in again although who knows what they will ask next time.  <response>: I hope that others who use this company dont go through this same type of experienceNever had a single problem with them, even with complicated maneuvers. Certainly never had them not perform mailed in instructions. 