I saw @Yi He apologizing on X about VIP issues. There’s definitely a problem lately with VIP accounts automatically getting assigned account managers on the client app, but some are slow to respond. I recommend reaching out to customer support first; they can connect you with the account manager. If the account manager isn't a good fit, you can ask customer support to switch it up. If you guys have a VIP account and don’t have an account manager, feel free to let me know, and I can help you get in touch with a great female account manager I know. The service will be top-notch.

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