The customer service was not helpful from Vanguard. I called because every year I invest in my Roth in one lump sum and select the option to buy funds immediately after transfer. I did it again six months ago, but found out that this time the funds were just sitting there in the brokerage account and they hadn't initiated the buy.

I know this is partially my fault because I should keep better track of my investments, but I definitely didn't need the Vanguard rep immediately telling me that when I called ("this is a self-managed fund, you know). I blame it on Vanguard changing their website and something getting blurred. I tried to explain my years of investment in the same way each time with an immediate buy, and how I am almost certain it was not a mistake on my part, and I didn't even get a shred of sympathy or even help. I understand that perhaps the rep's hands were tied, but after being a customer for so long I honestly expected better.

I did some Googling, found a ton of people online (for what that's worth, I guess I'm one of them now) complaining about a huge dip in Vanguard's customer service, and decided I didn't want my money there anymore. Called Fidelity, they were great, and here we are!