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