I am a lead that takes escalations for a fairly small mutual fund third party admin. The vast majority of escalations are people unhappy with various rules about 401k loans or various paperwork requirements.
The ones that I find so troubling are the spouses, almost always older white men, who demand to know privileged information about their spouses retirement and investment accounts.
You can hear them getting violently angry with each passing breath. It *doesn’t* matter if you can name their social or DOB or anything else. If you are not listed as a trusted party I can’t help you!
I always wonder what things are like at home in those relationships.