Fidelity Customer Service

The few times I have had to call them it's always the same scenario. The agent will say the same scripted line. "I'm going to put you on a brief hold while I contact my back office." The brief hold is never less than 20-25 minute. When the agent comes back on the phone the first thing they ask is "are you still there? I'm sure that most people hang up without waiting so long. They will then tell you a lot of useless information that doesn't answer your question. Whether you call them on the phone, talk to them in a chat, or email them your question it is NEVER answered. It's a total waste of your time to contact them.

My mother in law died in Sept 2021 and left my husband her estate that was already set up in a trust. He is the only beneficiary and we had a lawyer on retainer to help with the transition. We provided everything to Fidelity by the first quarter of 2022 and added funds from the sale of her house. We kept getting mail addressed in her name. WE had to tell fidelity about the accounts under her name based on the mail we were getting, we met with them in person, provided the trust certification and they assured us all accounts would be transferred to my husband. Flash forward to Feb 2022 and we are still receiving letters addressed to her from Fidelity saying she needs to do her annual investment review. The worst thing is that when I went to retrieve tax documents, one of them was in her name and her social security number. A SSN dies with the person. What is up with that? Another account of hers is supposed to drawn upon and we never got the follow up advice they promised on that and now we will probably get a tax penalty. It seems like every time we call they give us the name of a different advisor and no-one seems to know who we are what they are managing! This is probably the last straw for us.

I got conflicting stories from agents. I am about 80% certain that agents on the floor are from one of those HORRIBLE overseas call centers. They don't put you on hold and camp out on the line trying to listen to private conversations in the background. The same agent who was arguing with me keeps cutting in on the line to be nosey. Finally got to a supervisor who seems to be a little more cooperative and gave me full details that the previous agent could not or would not do.

Very poor customer service, will move my account to another Brokerage firm

They are changed for the worse over the few years. They didn't warn me about penalty for rejecting wire and adviced me to reject to receive the wire when I wanted to cancel immediately. They charged me $40 for that. Woman supervisor did not carry out their word to credit it back and even denied what she said in half hour. Fixed income desk hung up on customer very easily and get away with it so, it seems their new business culture. Very arrogant company.

Poor Customer Service

Fidelity allowed unknown entities to withdraw $30,000 from my account without my knowledge. Money was deposited in my account & shortly withdrawn. Then $10,000 & $20,000 was withdrawn by coinbase, which should have been a warning to Fidelity, but I was never notified. Also, in the 15+ years that I have been with Fidelity, I have only withdrawn money once to buy my car & I notified Fidelity to make them aware of my transaction.

I had all my forms filled, needed supporting documents kept ready for copy. My expectation was the process should complete in 15-30 min, since I had kept all documents ready... It took 3 hours still was not resolved... Reason the Fidelity Rep I got had no basic knowledge of banking let alone Fidelity specific banking... I tried explaining what kind of business banking setup needs to be done for my new account (I am experienced Fidelity customer and I know how exactly it needed to setup) but he failed understand.. Then after 3 hours the branch manager came and said that I have to leave since bank is closing at 5 pm, but she took my Phone and Email and promised that she will follow up personally and call or Email to let me know the progress, but she never bothered to call. And my account got setup in the wrong way... and have to call Fidelity online number couple od times to get it fixed.

Poor service; fraudulent charge back in April on my account; reported in June. Still not correct many moths later.

Need some customer service but couldn't get any. It used to be good but not anymore. Now, I'm just writing bad reviews until someone answer the phone.

P.S. it has been two hours on the phone with no "human" assistance. Let see how many reviews I can write.

As an existing customer with Fidelity I inquired recently about promotions when moving in about $1.1 million from a competing brokerage to Fidelity. The Fidelity responses have been extremely unsatisfactory, slow, unqualified, scattered, template based and unconstructive. The customer is clearly left with the impression that Fidelity is not interested in the business. It appears that I have no choice but to move on and pursue other brokerage options. This experience is a clear disappointment in the Fidelity customer service group and will certainly consider liquidating the existing assets which are currently with Fidelity.

I was at your branch to Koforidua And customer service person called Sarah made me stood for more then 30minutes after greeting her and didn't give me a sit. The was client in front of her before I went and greeted her. I was expecting her to tell me to have a sit she is attending to someone and that she will be with me soon. She wasn't smiling. You could have ask the client a permission to talk to me so that if possible Someone else attend to me, It was so bad. Customer service is about smiling and ready to service , she's always moody, she is not a customer service person but a back officer.

They randomly don't let me access my account from overseas.
They take a long time to post my payroll deductions to my account; so they get the float...
When I go to look at my account balances, for some reason the listings are randomized. So one day the list is fund A, then B, then C... The very next day it is Fund B, then A , then C. Then the day after it is randomized again. Very frustrating!
They REFUSE to list any email contacts. I am deployed overseas (supporting a Navy project) and calling the US during their business hours is difficult. DO they care?

I think I will be transferring all my assest from Fidelity as soon as I return the US and can have my lawyer do the paperwork...

And another issue at the organization is that they sometimes do not give factual information about system malfunctions. I have reported issues and been told that the system is supposed to be that way, but the next day the issue cannot be duplicated.

Multiple recent bad experiences have brought me here to warn the unwary away. If you know what you are doing, you will handle your investments yourself or go elsewhere. If you trust these people to watch out for you, you are in for a big letdown. I based my trading on guidelines that they gave me, and then they cost me money when they changed the limits of those guidelines. I am not at liberty to divulge details, but the company cannot be trusted. Some of the individuals are helpful. In fact many of them are. But when it comes to making a retirement grow, it is theirs that they care about more than yours. Good luck.

been a customer of Fidelity for over 8 years and every time I call their customer service number I am on hold for at least 30 to 45 minutes before reaching a representative

very poor service provided by your staff o and another two is continuous busy. we have to redemption our fidelity tax advantage fund-growth.we have to locate your office but your staff only trasferring call from here to there. we have to take action if such type of poor service rendered by your staff.

At approximately 4:15 p.m. on Monday, July 27, 2015, I placed with Fidelity via the Internet 4 buy orders for various dividend-paying common stocks. The following day my orders were filled....and then some. I noted a confirmation slip for a company with the symbol "NGLS" which I had not ordered. I immediately phoned Fidelity on July 28. After speaking with a Rep for about 10 minutes, including being put on hold twice, I was told the matter could not be resolved that day and would be referred over to a dept. for investigation. I was, however, told that the NGLS order was placed at 7:15 p.m. on July 27. I was home watching TV at that time. I live alone. No one other than Fidelity has my user name or password.
When 2 weeks passed without further word from Fidelity, I called again on August 11. I was told there was no record of my previous call. Very strange since you always get a message saying the call is being recorded. I repeated my problem. The rep thought he could resolve it in 30-40 minutes. I told him I'd be home for the next 90 minutes. He called back in about 20 minutes and said the matter would have to be looked into by the fraud dept. He asked me what I was seeking. I told him I wanted to be made whole with the money placed back in my account. I did not want the stock.
The rep called back on August 12 and left a message on my answer machine saying they were still working on it.
On August 13 I received a call from the rep saying no fraud was found, and that Fidelity does not feel responsible. He wanted to know if I wanted the stock sold. I said yes and that I would decide what my next step would be to recover any loss, including removing my accounts from Fidelity. He expressed regret since I've been with the company for 30 years.
I don't know what happened at their end. I do know nothing occurred at mine. Even if anyone else had my log-in info, it would make no sense to order for my account as there is nothing to be gained. In view of my long-standing relation with the company, I believe they should have stepped up to the plate.

I sent this to Fidelity when a transaction to remove money took 14 days. They send a check made out to the new investment company to you. Then you have to send it on. This is not required by law. It merely increases the time they have your cash.

Letter to company: The fact is that other companies send checks directly to the place I want the check sent to. Only Fidelity has sent the check to me, causing me to be required to then send the check to the place it needs to go. In addition, and in great irony, Deutsche Bank, the bank on the check, in its country of origin would be required to settle this transaction in a few minutes, electronically. Only in the US would one use a snail to deliver mail that has to be forwarded 100% of the time right back across the country to the intended location, with further days for this piece of paper to clear. 14 days is worse than in the 19th Century. 5 minutes is the required standard in Europe and the transaction is direct and free. How can it be that all my other transactions with water companies and flower sellers are completed in seconds and huge investment house cannot do it. It is a racket pure and simple and is illegal in Europe. You have compounded the problem by sending the check to me rather than to another huge investment house, which is both absurd and not required by any regulation.

Today, 4/14/2015, I tried to get hold of one person over the phone from Fidelity to resolve the issue that my account was blocked, and for 3.5 hours I still have not been able to get ONE person to pick up
the phone at their end. Tried at least three different 800 numbers. What is going on? The same answering machine message and music just loop forever.
If this is a market crashing day, what you can do?
Too bad. I am getting out. This is ridiculous.

I do not recommend that anyone invests with Fidelity.
If you are a current client, you should reconsider.
Every person I have spoken with provides a different answer and all the answers conflict. I have wasted hundreds of hours trying to get assistance and am cancelling all accounts with them. There are many other options and good options do not include Fidelity

Still Holding On After 5 Calls 57 Minutes And Counting Should Have Prssed The Transfer In Button

Customer service from Fidelity is horrible.
I had issue with my 401k excess distribution and they gave me hard time.
I visited local branch and they say they dont know anything about 401k. I expected them to give me proper guidance but they havent.
Also customer reps say they will call back but they never called me back.

When I was sold this policy I was all so sold health insurance but the health did not cover my needs so with in two business days I canceled it and I was under the impression that it canceled this policy to and I have made several phone calls to fidelity insurance and no one has responded so they keep taking funds from my account. My goal is to get this policy canceled and retrieve the funds back to my account this is my 5 time trying to do this please cancel this policy and refund my money.

I have been waiting almost three weeks for a loan check to come. The UPS driver is an idiot. I told Fidelity what happened. My check has been sent back twice. My third check was sent out on Monday to arrive today (Tuesday). I told three people at Fidelity to have it held at the hub. Did not happen. It is back on the truck. I have been waiting all day. It is now going on 8 o'clock. Fidelity tells me that the only thing they can do if I do not get it again is to send out another check regular mail. Really. My checking account is set up to make extra payments on my loan, but they cannot accommodate and make a direct deposit. They are real sorry. As soon as I leave my job, I will transfer my money elsewhere. This is ridiculous, I have wasted a whole day when all they had to do was to make sure it was held for me to pick up.

Consistently the best customer service I have ever experienced from a large company.

Great experience with Fidelity customer service while rolling a 401k out of their account into a BlackRock account. Reps are trained and sound like they've passed the Series 66.
Experience was so positive that I have now opened up an individual brokerage account and rolled my Roth from American Funds into Fidelity.