I don't currently have any accounts directly at Vanguard, though I do use their funds.sensorium wrote: ↑Thu Sep 01, 2022 7:47 am Facebook in particular. Lately, I've seen a flood of complaints regarding long holding queues for phone customer service, locked accounts, etc. The same kind of complaints you see on the pages of high yield savings banks. The general grievance seems to be that Vanguard has changed for the worst. I'm curious to know if this is true. I've had my account for 25 years, never had to call, and haven't had any problems. Granted, I'm not as active as most, and I realize there are many angry, choleric individuals who enjoy infecting others with their misery, especially from behind the computer screen. But is it really that bad?
There's probably some element of truth to the complaints, since my experience has been that Vanguard has always valued organizational leanness. And they might be currently be paying the price for underinvesting in technology in the past.
But I've learned that no one screams louder than that vocal minority of customers who are disappointed.
And very few firms today, in any industry, have enough experienced and talented front-line employees. This is surely not something unique to Vanguard.