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Well, in this case the mutual fund company and the broker are the same. Vanguard. And they don't charge commissions for buying/selling their own ETFs in a Vanguard account. And those were Admiral shares of the MF, which have lower expense ratios.

Don't get me wrong, as I expected the ETF to have a lower expense ratio, but it didn't (in this case), which is kind of why I posted the question.

Also, maybe I'm naive, but what kind of customer service would you ever need for an ETF? Maybe I don't get it because I (generally) only buy MFs using an account with that fund company, so the concept of customer service for a specific fund is kinda lost on me. ;)
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