There are reports of long telephone wait times and incompetent agents at Vanguard.
Although I haven't needed to contact Vanguard often for assistance, they were helpful when I transferred my Roth IRA in 2019 and the transaction went smoothly. I like their secure messaging option for non-urgent issues which are not time-sensitive and have used it several times. Unfortunately, secure messaging will be phased out for those who are not Flagship clients or don't have accessibility needs.
“'I’m a huge fan of Vanguard,' added financial planner Allan S. Roth, based in Colorado.
However, in March, he wrote a column about how he experienced Vanguard returning hundred-thousand-dollar-plus checks, making mistakes in trust accounts, and messing up the distribution in his mother’s inherited IRA account."
“The issue is when I have something that needs to be done, I can’t get it done at Vanguard, whether settling an estate, moving assets, making a gift.
It’s fine until it’s not.”Link