Complaints

This profile includes complaints for Fidelity Investments's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Fidelity Investments

  245 Summer Street Boston, MA 02210-1133

• 

  Fidelity Investments

  238 Main St Cambridge, MA 02142-1016

• 

  Fidelity Investments

  44 Mall Rd Burlington, MA 01803-4536

• 

  Fidelity Investments

  155 Congress St Boston, MA 02110-2511

• 

  Fidelity Investments

  200 Endicott St Danvers, MA 01923-3619

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/27/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They have dividend reinvesting automatically into prices *** has never even reached. If I am wrong I stand corrected but this should not be happening. To the masses people are buying at a price that has never been to.

  Business Response

  Date: 06/30/2025

  Dear Better Business Bureau: 
  
  Your organization forwarded Fidelity a complaint from Kent Planck. We wanted to make you aware that we sent an email to the client on June 30, 2025, to address the client's complaint. We consider the matter fully reviewed and resolved.
  
  Sincerely, 
  
  Fidelity Investments 

  Customer Answer

  Date: 07/01/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #23527813. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  
  
  Regards,
  
  
  
  Kent Planck

• Initial Complaint

  Date:06/20/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Fidelity failed to cancel a transaction that I called 3 times to confirm and was assured each time that it would not go through. My requirement is to receive a full accounting of each customer service interaction below, what actions were taken in response, and why none actually canceled the transaction.1. 5/29 ~1 PM PT. I submitted "Transfer Shares as Gift" instructions at the *************** in *******, ***2. 5/29 3:46PM PT. I called customer service and asked to cancel the transaction I instructed a few hours earlier. The agent found that transaction had not been received from the investor center yet, but they assured me that a case would be opened to cancel it. I was advised to call the investor center just to be safe.3. 5/29 3:56PM PT. I called the *************** in *******, **. No answer, so I was transferred to a central responder who told me they were in touch with the *************** and would make sure to have the transaction canceled. They said they would send me an email confirmation; I never received one.4. 5/30 8:50AM PT. I called customer service after I received a "Transfer of Assets Initiated" email, which indicated that the transaction was not canceled. Agent assured me that the transaction would be canceled, and that the notification was just part of the cursory process.5. 6/3 11AM PT. I called customer service after I received a "Transaction Confirmation" email and was told by the phone agent that it was executed. They told me that cancelation instructions were submitted too late on 6/2. I was referred to Najavia ***** in the Service Solutions Group who did not tell me what actions Fidelity was going to take.6. 6/9 8AM PT. I received voice mail and text message that transaction was reversed via reclaiming cash from the recipient, which I did not ask Fidelity to do - this action created huge inconvenience on my end.7. 6/23. I texted Ms. ***** asking for written explanation that I had requested since 6/3, and she refused to provide one.

  Business Response

  Date: 06/24/2025

  Dear Better Business Bureau:
  
  Your organization forwarded Fidelity a complaint from Der-*** ****. We emailed the client on June 23, 2025, to address the client's complaint. We consider the matter thoroughly reviewed and resolved.
  
  Sincerely,
  
  Fidelity Investments
  

  Customer Answer

  Date: 06/25/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Fidelity wrote in their response, "We emailed the client on June 23, 2025, to address the client's complaint. We consider the matter thoroughly reviewed and resolved."

  This is completely disingenuous, because Fidelity did nothing and provided nothing in response to my complaint. To expose this complete lack of accountability, I have pasted below their email to me:

  "We deeply regret the dissatisfaction caused when your gifting request was not canceled following multiple requests to our associates. We understand these experiences did not meet your expectations, and we assure you it was not our intent.
  
  On June 11, 2025, our associate sent you a message to inform you that he had worked with the contra firm and that it had agreed to honor the reclaim request. As such, your ******** (TMUS) shares were transferred back to your Individual account ending in 2952.
  
  We sincerely apologize for the frustration this situation caused you and regret that we cannot provide you with a full accounting of associate interactions that led to the request not being canceled.
  
  Your feedback regarding your experience with us has been forwarded to the appropriate parties for review. We take your feedback very seriously, and we assure you that it will be considered as we continue improving our internal processes and the customer experience."

  In response, I responded to Fidelity with the following message:
  

  "Your response is completely unacceptable. There is no explanation, no accountability, and no assurance that Fidelity will competently handle my assets going forward.
  
  I did not request a reclaim, your associate executed it with extreme inconvenience to myself due to the shares already being liquidated and donated to a third party.
  
  Due to an inability to follow instructions (and taking actions when not instructed), deceptive assurances that tasks would be executed, and rude lack of communication, I will be moving my assets to another brokerage."

   
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Der-lei

   

   

  Business Response

  Date: 06/26/2025

  Dear Better Business Bureau:
  
  Your organization forwarded Fidelity a complaint from Der-*** ****. We emailed the client on June 26, 2025, to address the client's complaint. We consider the matter thoroughly reviewed and resolved.
  
  Sincerely,
  
  Fidelity Investments

  Customer Answer

  Date: 06/26/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Completely unacceptable response. Fidelity falsely admits no error and mischaracterizes events. No accountability for actions and no assurance that operations can competently handle assets & provide client service. Please publicize this experience as widely as possible.

  Excerpts from Fidelity's message and my detailed responses to them:

  "Please note that Fidelity considers interactions related to associate feedback as confidential. Accordingly, we respectfully decline to provide further details regarding specific action taken to address your concerns; however, I assure you that the appropriate parties were apprised of your situation so that we may avoid a similar experience in the future."

  Fidelity will provide no explanation of what happened and how it would be avoided in the future.

  "It should be noted that attempts to cancel the gifting of shares are processed on a best efforts basis. We confirm that when we attempted to process your cancellation, the shares had already been sent. We subsequently requested that they be returned following your instructions received on June 3, 2025."
  
  My instructions were submitted on paper on 5/29 at 1PM at my local ***************. I called Fidelity, twice, the same day before 4PM and was told that the *************** had not entered the instructions into the system. Therefore, both customer service agents assured me that the instructions would not be processed and the transaction would not occur.
  
  On 5/30, I received a "Transfer of Assets" email which suggested that the instructions had in fact been entered into the system. I called Fidelity and the customer service agent assured me that a case was open to cancel the transaction before it was executed.
  
  "As no Fidelity error occurred with the above transactions, we respectfully decline your request for compensation as requested in the above referenced call."
  
  How can you possibly say that "no Fidelity error occurred", if I called starting 4 days before the instructions were received & executed on 6/3, and was assured by 3 different customer service agents that the transaction would not go through? This complete operational failure was already disappointing, but your follow-up attempt to pretend nothing wrong happened is completely ludicrous in terms of client service.
  
  "We subsequently requested that they be returned following your instructions received on June 3, 2025.""
  
  Lastly, my instructions were to cancel the transaction, not to reverse a transaction that had already gone through - an action that created extreme inconvenience for me. Fidelity did not ask me nor inform me about this course of action, which is another example of lack of communication & incompetent client service.
  
  I will be publicizing this experience as broadly as possible to showcase Fidelity's incompetent operations, poor & even deceptive communication, and lack of accountability.

   
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Der-lei

   

   

• Initial Complaint

  Date:06/18/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My name is ******* ****. My ssn is ***********. My email is ******************* birth date is ******************** current phone number is **********. I opened my fidelity account in 2021. I have 3 accounts with ********************** The last 4 digits of my those 3 accounts are *********************************************** user name is *******. But Last week I received an letter from fidelity saying my account will be transferred to the states within 30 days if i can not confirm my address. My home address is 03/11/1978, mailing address is ***************************But I can not log into my account and ********************** closed my account. I still have about $8000 in my account. Please closed my account **** and send a close out refund check to my address ASAP! My mailing address is on file which is **************************. Attached is the letter I received from fidelity.Thank you so much!

  Business Response

  Date: 06/24/2025

  Dear Better Business Bureau: 
  
  Your organization forwarded Fidelity a complaint from Jianguo Chen. We wanted to make you aware that we emailed the client on June 23, 2025, to address the client's complaint. We consider the matter fully reviewed and resolved.
  
  Sincerely, 
  
  Fidelity Investments 

  Customer Answer

  Date: 06/25/2025

  Better Business Bureau:
  I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # 23485789. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  
  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  
  
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  
  
  
  FAQ
  
  
  
  Regards,
  

  Jianguo

  
  

  
  
  

   

  
  

   

• Initial Complaint

  Date:06/17/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was approved for a disability pension plan that would pay me out monthly back in April 4. Then was issued a statement that said i would receive papers in the mail within 30 day that would show my monthly payout i haven't received any of that until just this week. June 15. they also sent me someone else retirement information that I'm kind of concerned with, that's a major issue. The lady who was handling my case was rude and only chose to speak with me every 7 days. And when i tried to reason with her. she would not acknowledge i was talking. This has been most sad cause of my three kids that are paying the ultimate price right now for this negligence . I've tried reaching out to many others in the company and it doesn't seem like anyone cares. So here i am, tying this

  Business Response

  Date: 06/23/2025

  Dear Better Business Bureau:
  
  Your organization forwarded Fidelity a complaint from ***** *******. We wanted to make you aware that we emailed the client on June 18, 2025, to address the client's complaint. We consider the matter fully reviewed and resolved.
  
  Sincerely,
  
  Fidelity Investments

• Initial Complaint

  Date:06/16/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an item from a merchant using my Fidelity debit card on April 28, 2025, and received the order on May 2, 2025. I returned the item on May 7, 2025, using the *** Ground shipping label provided by the merchant. This return was initiated within the merchant's 15-day return policy window.I attempted to contact the merchant via their general 'Contact Us' form, but received no reply. I confirmed that the return was received and signed for by the merchant on May 12, 2025.Subsequently, I filed a complaint with Fidelity Card Services. On May 30, 2025, I received a reply from ***** ****** requesting documentation for proof of return and merchant outreach. I responded to Ms. ******** email on May 20, 2025, at 9:08 PM CST, but have not received a reply.On May 16, 2025, I received a letter from ***** ****** stating that my claim was denied due to a lack of requested information. I provided clear proof that I returned the item and have not received credit. I believe Fidelity Investments should protect its customers from fraudulent retailer transactions.

  Business Response

  Date: 06/17/2025

  To Whom It May Concern: 
  
  Your organization forwarded Fidelity a complaint filed under Case ID # 23477018 from Tania Bailey.
  
  We contacted our client directly on June 17, 2025, and are currently working on a resolution. We consider this matter closed with the BBB. 
  
  Sincerely,
  
  Fidelity Investments
  

  
  

• Initial Complaint

  Date:06/16/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted Fidelity about excess contributions to my 401k on April 9 and returned the form on April 9 and followed up by email and they did not issue a return of my funds by tax day and are refusing responsibility even though I contacted them multiple times (and called them). I would like the return of my excess contributions ***** and all fees and taxes that are now incurred because of their delay.

  Business Response

  Date: 06/17/2025

  Dear Better Business Bureau:
  
  Your organization forwarded Fidelity a complaint from Geetika Sood. We wanted to make you aware we emailed the client on June 17, 2025, to address the client's complaint. We consider the matter fully reviewed and resolved. 
  
  Sincerely,
  
  Fidelity Investments

  Customer Answer

  Date: 06/18/2025

  Better Business Bureau:
  I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # 23475487. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  
  Dear BBB,

  Thank you for your attempts at resolving this situation. The company email reads as if they have remediated or addressed the issues, which they have not. I am not expecting a remediation from the company, however there have been many similar concerns about mistakes and lack of accountability raised on social media and I worry about older adults and others who don't have the same resources as me.

  Could you please post the issues so buyers are aware of the concerns before they invest in this company? 

  I am happy to share the emails I have received from Fidelity if helpful, including the timely form that was requested, however I am not sure if that will be helpful.

  Thanks,

  Geeta

   

   

   

   

   
  
  
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  
  
  
  FAQ
  
  
  
  Regards,
  

  Geetika

  
  

  
  
  

   

  
  

   

  Business Response

  Date: 06/18/2025

  Dear Better Business Bureau:
  
  Your organization forwarded Fidelity a complaint from Geetika Sood. We wanted to make you aware we emailed the client on June 17, 2025, to address the client's complaint. We consider the matter fully reviewed and resolved. We regret Ms. Sood is unhappy with our response.
  
  Sincerely,
  
  Fidelity Investments
  

  
  

• Initial Complaint

  Date:06/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I attempted to enroll in my employer's stock plan (ADP) through Fidelity's Net Benefits platform multiple times, but due to what appears to be a technical backend issue, my account was never successfully activated.Each time I completed the enrollment process, I received a confirmation message stating it was successful. However, the account never showed as active, and I was unable to participate in the plan. I contacted Fidelity chat support, but the assistance I received was ineffective. Support agents repeatably asked for me to identify screen elements that simply did not exist on my end, as if we were looking at completely different interfaces. Despite following all instructions, the system allowed me to continuously re-enroll in a loop, but the account never become truly active. As a result, I ultimately missed the window to enroll in my employer stock plan. This has caused financial and professional frustration, as I lost out on a valuable benefit through no fault of my own. I am seeking acknowledgment of the issue, a clear explanation as to what went wrong, and ideally some form of resolution or remediation for the lost enrollment opportunity.

  Business Response

  Date: 06/22/2025

  Dear Better Business Bureau:
  
  Your organization forwarded Fidelity a complaint from ***** ******. We wanted to make you aware that we emailed the client on June 20, 2025, to address the client's complaint. We consider the matter fully reviewed and resolved.
  
  Sincerely,
  
  Fidelity Investments

• Initial Complaint

  Date:06/11/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally file a complaint against Fidelity Investments regarding an incident in which I experienced discriminatory and disrespectful treatment during a recent customer service interaction. As a transgender man, I expect to be treated with dignity, respect, and fairness, especially when dealing with sensitive matters like my financial accounts.On a recent call to Fidelity, I was initially authenticated using voice recognition. An agent answered, acknowledged that I was successfully authenticated, and then proceeded to ask me to re-verify my identity without providing a clear reason. After placing me on hold, I was unexpectedly transferred to the fraud department under suspicion that I was not the rightful account holder.I explained to the representative in the fraud department that I am a transgender man and that my legal name has not yet been changed to reflect my gender identity. Instead of handling the situation with professionalism or sensitivity, the representative responded, Oh, well that changes things, in a dismissive and uncomfortable tone.I made it clear that I understand Fidelity has security protocols in place to protect customers. However, I was deeply disturbed by how the situation was handled. I felt invalidated, questioned, and profiled solely because my name does not conform to gender expectations. This is especially concerning given that a Fidelity agent I spoke with back in January had already documented my situation in the account notes.I believe this situation could have been handled with more care and respect. I felt embarrassed, targeted, and ultimately unsafe during a process that should have been routine. This experience not only caused emotional discomfort but also raised serious concerns about how Fidelity supports transgender clients.

  Business Response

  Date: 06/12/2025

  To Whom It May Concern: 
  
  Your organization forwarded Fidelity a complaint filed under the above-referenced case ID.
  
  We contacted our client directly on June 12, 2025, and are currently working on a resolution. We consider this matter closed with the BBB. 
  
  Sincerely,
  
  Fidelity Investments
  

  
  

  Customer Answer

  Date: 06/12/2025

  To Whom It May Concern,
  Thank you for the update regarding the business’s response to my complaint. However, I am writing to formally express that I am not satisfied with their resolution.While the business claims to be “currently investigating the matter,” they have simultaneously stated that they consider the case closed with the BBB. This is contradictory and dismissive of the concerns I raised. The investigation remains incomplete, and no concrete resolution, accountability, or restitution has been provided to address the discrimination and discomfort I experienced.Until the matter is thoroughly investigated and a meaningful resolution is communicated, I do not consider this case closed and request that it remain open with the BBB for continued review.
  Thank you for your attention to this matter.
  
  

  Business Response

  Date: 06/16/2025

  Dear Better Business Bureau: 
  
  Your organization forwarded Fidelity a complaint from Ryanna Davis under Case ID # 23457666. We wanted to make you aware we emailed the client on June 16, 2025, to address the client's complaint. We consider the matter fully reviewed and resolved.
  
  Sincerely, 
  
  Fidelity Investments 

  Customer Answer

  Date: 06/20/2025

  I am not satisfied with the resolution provided by Fidelity Investments because it fails to acknowledge or address the emotional distress I endured as a result of the way I was treated during the authentication process. Despite being initially verified and having prior notes on my account explaining my situation as a transgender man, I was transferred to the fraud department, made to feel like a threat, and treated with suspicion and insensitivity. While Fidelity issued an apology and added an alert to my account, no compensation was offered for the emotional harm, embarrassment, and frustration this caused me. Furthermore, when I asked who I should speak with regarding potential legal action, Andrew F. declined to provide any guidance, which felt dismissive and evasive. This lack of accountability leaves me feeling further invalidated and unsupported.
  
  
  

• Initial Complaint

  Date:06/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have called workplace retirement ten plus times so I can update my phone number to use their website and each time they place me on hold and refuse to comeback. They dont want people transferring out their ************ stop for me is 50 letters to 50 state attorney generals to investigate their refusal to facilitate account transfers.

  Business Response

  Date: 06/12/2025

  Dear Better Business Bureau:
  
  Your organization forwarded Fidelity a complaint from Travis Turner. We wanted to make you aware that we emailed the client on June 12, 2025. We consider the matter fully reviewed and resolved.
  
  Sincerely,
  
  Fidelity Investments

• Initial Complaint

  Date:06/10/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I started getting ready to retire back in January. I contacted Fidelity about collecting my pension and they helped me set up everything to collect it. At no time did they say " Oh by the way your 401K is frozen" until I asked about how to move the money. The Qdro has been settled in court two times and Supreme court judge Honorable ******* ******* from Oswego County Ny has signed off on this. They refuse to accept his court documents and keep moving the target of what they want. One of the 401K'S Were not even there when I was divorced in 2010 but they still have it frozen. Also there was only about ****** in the account when we divorced but they have frozen $500,000 or more. The **** team has no direct number and if and when they call you back you can't get answers from them. They just don't want to give me my money. I have already retired and am living off my savings but that will not last long. I need help fast!

  Business Response

  Date: 06/11/2025

  To Whom It May Concern: 
  
  Your organization forwarded Fidelity a complaint filed under the above-referenced case ID.
  
  We contacted our client directly on June 11, 2025, and are currently working on a resolution. We consider this matter closed with the BBB. We ask the complainant to allow 7-10 business days to receive our response.
  
  Sincerely,
  
  Fidelity Investments

  Customer Answer

  Date: 06/12/2025

  Better Business Bureau:
  I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # 23450862. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  
  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  
  
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  
  
  
  FAQ
  
  
  
  Regards,
  

  James

  
  

  
  
  

  First of all I contacted them. The first matter on my pension may be resolved. If they start paying me. However the second matter on the 401k is not resolved. You cannot call and talk with the qdro team. There is no number and they cannot transfer you. They have until the end of the day per there terms to contact me so I can request the exact wording they want from the Supreme Court judge to release the 401k.

  
  

   

  Business Response

  Date: 06/17/2025

  Dear Better Business Bureau:
  
  Your organization forwarded Fidelity a complaint from James Ladue. We wanted to make you aware we mailed a letter to the client on June 16, 2025, to address the client's complaint. We consider the matter fully reviewed and resolved.
  
  Sincerely,
  
  Fidelity Investments