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Has Vanguard gotten too big?

Bogleheads • View forum - Investing - Help with Personal Investments - www.bogleheads.org
I am in the process of wanting to move from Ameriprise to Vanguard. The issue is that as a hearing-impaired person and unable to use the phone, I'm finding it very difficult to get anyone at Vanguard to talk to me. They only list phone numbers. There is no online chat. Email is worthless, as they never respond. In this day and age of Cloud CRM with variegated online support channels - Vanguard's support structure is shockingly antiquated.

The NY Times had an article a few months ago about how Vanguard was growing rapidly, while at the same time cutting costs. I think this is going to backfire at some point, with increasing frustration at the degraded support. Color me very frustrated myself now. I work in IT, and I've been in projects where we are doing everything we can to open up a variety of different support channels. Vanguard needs to get with the new paradigm. I wonder if they are becoming complacent.


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