At the very least, they should call you and direct you to vanguard.com where there would be a link at the bottom that says "call us back" at which point if you

At the very least, they should call you and direct you to vanguard.com where there would be a link at the bottom that says "call us back" at which point if you call back you'd be promptly put back in touch with your rep. another factor that helps broker trust in a conversation. I follow this protocol with American Express and it's always effective. I'm also a high dollar monthly spend (corporate account) and so I get answered within a couple rings and they can pull up my account and notes immediately. -David