[noirbot]

I'm wondering if I'm on some very different account/plan than everyone else. Any time I've ever called Vanguard, I've gotten a super well trained rep without much of a wait or a call tree. I also had good interactions with Fidelity when I used them.

Were you on a plan run through an employer? Or individual?

[venusenvy47]

It might be related to how much money you have invested. They publish a list of levels that provide different levels of service. https://investor.vanguard.com/client-benefits

The breakpoints are $50k, $500k, $1M, $5M.

[sockaddr]

Enough to not be treated like I was. Sorry that's vague.

[noirbot]

Also, that page seems to be talking about like... financial advisor services. Most of the time I was just calling in to ask for help rolling over a 401k or something. I don't think I've ever called for actual investment advice of the sort that they seem to gate behind certain account sizes.

I'm wondering if it's something where company-sponsored plans sometimes have bad CS support because their support contracts are paid/arranged separately from if you just have a personal account. Or if some company plans have better support because they pay for it?