Also, that page seems to be talking about like... financial advisor services. Most of the time I was just calling in to ask for help rolling over a 401k or something. I don't think I've ever called for actual investment advice of the sort that they seem to gate behind certain account sizes.

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?