Earlier quoted context omitted.
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.
Enough to not be treated like I was. Sorry that's vague.
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?