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

  82 Devonshire St Boston, MA 02109-3614

• 

  Fidelity Investments

  500 Salem St Smithfield, RI 02917-1288

• 

  Fidelity Investments

  405 Cochituate Rd Framingham, MA 01701-4648

• 

  Fidelity Investments

  801 Boylston St Boston, MA 02116-2625

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:11/08/2022

  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.

  Upon receiving a request for documents to be sent in in order to retrieve and withdraw money that was left to my daughter, who is a minor, by my mother, who passed away three years ago, I still do not have the almost $1000 money payment they owe us. I have sent numerous requests and spoke to numerous team, leaders and managers to no avail. Fidelity has a fiduciary obligation to pay funds to the minor beneficiary, which was my daughter that my mother left instructions and paperwork. I am seeking a resolution to this matter by the BBB contacting Fidelity in assisting us to be paid the money that we have been owed for three years. Thank you,*********************

  Business Response

  Date: 11/15/2022

  Dear Better Business Bureau:
  
  Your organization forwarded Fidelity a complaint from ********************* filed under the above referenced case ID. We wanted to make you aware that we emailed the client on November 15, 2022, to address the client's complaint. We are currently working on a resolution. We consider the matter fully reviewed and resolved with the BBB.
  
  Sincerely,
  
  Fidelity Investments

• Initial Complaint

  Date:11/07/2022

  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.

  Fidelity has closed my accounts and prevented me access to my 401k. I am unable to make changes or see what my account is doing. Basically holding my money hostage.

  Business Response

  Date: 11/13/2022

  To Whom It *** ********************************* forwarded Fidelity a complaint filed under the above referenced case ID.
  
  We contacted our client directly on November 11, 2022, and are currently working on a resolution. We consider this matter closed with the BBB.
  
  Sincerely,
  
  Fidelity Investments

• Initial Complaint

  Date:11/04/2022

  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 have a Fidelity credit card that had fraud and getting to a case processor has proven challenging with zero proff of the charge reversal. They in one week only called and left a voicemail one with no way to get back in touch with the case processor who called. The supervisor ****** emp id #******* was kinda rude and told me nothing I could do except to wait for a call back. There is a HUGE customer service issue with this ********************** credit card division putting customers at arms length from those who can resolve and issue and no-one is willing to escalate to get me issue resolve. So here I wait almost a week after I called in with no-one to help. I will be closing out this credit card at this point in time and advise others to stay away should this not get quickly resolve. I would like an investigation from Fidelity into how to resolve my current issue, why customer service seems to be make it the customer problem, and some to review my case and everyone involved to why non could help to resolve the issue and just state wait for a phone call after over a week.

  Business Response

  Date: 11/13/2022

  To Whom It *** ********************************* forwarded Fidelity a complaint filed under the above referenced case ID.
  
  We contacted our client directly on November 7, 2022, and are currently working on a resolution. We consider this matter closed with the BBB.
  
  Sincerely,
  
  Fidelity Investments

  Business Response

  Date: 11/20/2022

  Dear Better Business Bureau:
  
  Your organization forwarded Fidelity a complaint from *************************. We wanted to make you aware we spoke to the client on November 14, 2022, to address the client's complaint. We consider the matter fully reviewed and resolved.
  
  Sincerely,
  
  Fidelity Investments

• Initial Complaint

  Date:11/04/2022

  Type:Billing 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.

  A Fidelity account was opened in my name under a wrong DOB a few years back when I was a minor. I am now 19, trying to open a new account to transfer my stocks that I have with my current employer. I called in on 11/03/22 around 8pm-930pm & spoke to an agent & explained my situation. He advised me to call back in the morning at 8am to speak to an account specialist to get my details (DOB) updated. I also asked if I was barred from using Fidelity in the future and he said no, I could still open an account once my details were corrected & my account was unlocked.I called in per the agents instructions this morning (11/04/22, 830am-est) and spoke to an agent who was trying to get ahold of someone in the back end office to get my details updated. He then came back on the phone & said they would be able to change my DOB, but I would not be able to open an account or re-open the past accounts due to the ************ team advising him that due to the past restrictions that were placed on the account.I do not think that I should be barred from using Fidelity's services for an account that was wrongfully opened when I was a minor & unable to sign a binding contract. I would like this decision to be re-evaluated.

  Business Response

  Date: 11/09/2022

  Dear Better Business Bureau:
  
  Your organization forwarded Fidelity a complaint from ***************************. We wanted to make you aware we emailed the client on November 9, 2022, to address the client's complaint. We consider the matter fully reviewed and resolved.
  
  Sincerely,
  
  Fidelity Investments

  Customer Answer

  Date: 11/09/2022

  BBB & Fidelity,

  Good afternoon,

  I received an email but I am unable to read it as it is making me log in. And as Fidelity already knows, my account is locked so I cannot see their response. I will consider this matter open until I am contacted via phone by Fidelity. 

  
  Regards,

  *******************

   

   

  Business Response

  Date: 11/10/2022

  Dear Better Business Bureau:
  
  Your organization forwarded Fidelity a complaint from ***************************. We wanted to make you aware we emailed the client on November 10, 2022, to address the client's complaint. We consider the matter fully reviewed and resolved.
  
  Sincerely,
  
  Fidelity Investments

  Customer Answer

  Date: 11/10/2022

  BBB & Fidelity-

   

  Good morning,
  
  
  Thank you for your response. I understand where you are coming from, but what I am saying is that I dont think this should be held against me as the account was opened when I was a minor, and minors cannot legally sign a contract. 
  
  
  This is Fidelitys error as the identity should have been verified before the account was even opened. 
  
  
  I will consider this matter valid & opened, and I plan on filing a formal complaint with the Attorney General as well. Like I mentioned before, I dont think I should be restricted from using Fidelity due to an action when I was a minor.
  
  
  Thank you,
  *******************

• Initial Complaint

  Date:11/04/2022

  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.

  ****************************** is my retirement company. After finding out new information regarding my pension, I've asked Fidelity to Cease and Desist pending further notice for several months. They insist to keep moving forward with a wrong amount for my pension. They cant give me reasons for their actions. I found out because of my disability status that I'm entitled to my full pension amount. possible retro payment for ten years. Fidelity said that once you received a payment through direct deposit or cash a check, your agreeing with the amount. Which I don't. For several weeks, I've been calling to stop the process. All they say is that we will stop. They didn't. I had to close my account with the bank to stop the process. My wife and I had to change ALL of our account information for payments and paydays. But that didn't work either. Fidelity was able to get my new account number to keep trying to deposit the wrong amount. ******** Fidelity has put so much stress on my wife and I to the point that my wife almost called 911 because the stress and strain on my heart. I couldn't breath at one point. I should be receiving around $800.00 a month. ****************************** said that I will be getting $110.00 a month for the rest of my life. Why would I agree with that amount? ****************************** keeps on sending me Checks and notifications through the mail. I've been writing REFUSED on the envelopes and sending them back to sender. In my opinion, ****************************** knows that I'm right. and their just trying to save the company some money. They really don't care about the person receiving their pension.

  Business Response

  Date: 11/13/2022

  To Whom It *** ********************************* forwarded Fidelity a complaint filed under the above referenced case ID.
  
  We contacted our client directly on November 8, 2022, and are currently working on a resolution. We consider this matter closed with the BBB. We ask the complainant to allow **** business days to receive our response.
  
  Sincerely,
  
  Fidelity Investments

• Initial Complaint

  Date:11/03/2022

  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.

  On October 17 I got in touch with fidelity investments regarding an email that I received regarding my 401k roll over so I requested that they issue two checks one issued to me personally and the other issued to my new 401k provider they said that was acceptable on October 20 2022 I received my check and went to the credit union that I have my car loan through and paid off my loan the next day I received a phone call from my credit unions head office stating that the check had been stopped so I call fidelity investments and inquired as to the reasons that the check had had been stopped and the only reason I received is that because the two checks had not been issued at the same time that they according to their company policy they had to stop my check payment from being processed in the mean time my credit union is holding my account negative for the amount of ******** I have been in touch with fidelity investments multiple times they are doing nothing to fix the situation and further more the new check is ***** dollars less than the original check with no explanation as why they refuse to let me speak with the manager of the costumer service manager in an attempt to correct their mistake and now they are refusing to return my phone calls

  Business Response

  Date: 11/13/2022

  Dear Better Business Bureau:
  
  Your organization forwarded Fidelity a complaint filed under the above referenced case ID.
  
  We contacted our client directly on November 11, 2022, and are currently working on a resolution. We consider this matter closed with the BBB.
  
  Sincerely,
  
  Fidelity Investments

• Initial Complaint

  Date:11/02/2022

  Type:Service or Repair 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.

  My name is *************************** and I have a Cash Management Account at Fidelity and recently I have transferred several large amounts in and attempted to transfer large amounts out. I made one transfer that went through but another one got reversed and my account got locked. I have had a brokerage account in the past but Im in the process of closing that one. I also have a 401k account there too through my employer. That one needs to stay untouched. The issue is with the Cash Management Account. They are not much help at the fraud department there. They just interrogate me instead of trying to find a solution. I need to make sure I do not lose my money. I need access to my money. They tell me there is going to be a hold I have to wait several days to call back. I need a sooner resolution. I also am getting very long wait times when they put me on hold. They dont seem very interested in helping.

  Business Response

  Date: 11/07/2022

  Dear Better Business Bureau:
  
  Your organization forwarded Fidelity a complaint from ***************************. We wanted to make you aware we sent an email to **************** on November 7, 2022, to address the client's complaint. We consider the matter fully reviewed and resolved.
  
  Sincerely,
  
  Fidelity Investments
  

  Customer Answer

  Date: 11/08/2022

  [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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:11/02/2022

  Type:Billing 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 an employer 403(b) account managed/held by Fidelity Investments. I left that job in June 2022 and moved immediately after (same month) and have been unsuccessfully trying to withdraw my money from said account. My bank account is linked for direct deposit and there should be nothing preventing me from withdrawing my $1221.80 (as of 11/01/2022, and some of that would be taxed) except for my out of date address. I have manually changed the address on my account via the website multiple times - it appeared to work each time only to not show my new address the next time I logged on. Eventually I got an error message while trying again at a later date and called Fidelity Investments customer service to try updating my account that way on October 18 2022. They said my account was indeed still registered with my now old/incorrect address and seemed to change it (again) with no apparent issue. As of November 2, '22 my account continues to display the incorrect address, rendering me unable to withdraw anything from the 403(b). There is additionally a mandatory 10 day account freeze after someone changes their address, so even if it gets fixed I will have to wait at least 10 more days plus processing time to actually get the withdrawal.

  Business Response

  Date: 11/07/2022

  Dear Better Business Bureau:
  
  Your organization forwarded Fidelity a complaint filed under the above referenced case ID.
  
  We contacted our client directly on November 4, 2022, and are currently working on a resolution. We consider this matter closed with the BBB.
  
  Sincerely,
  
  Fidelity Investments

• Initial Complaint

  Date:10/30/2022

  Type:Billing 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 opened a cash management account with Fidelity and, the same day my account was opened, I deposited $80,000. Few minutes after the deposit was accepted, they restricted my account and said it would be closed and that I would have to contact them in 10 business days. The money already cleared in the account that issued the $80,000 check and Fidelity is simply stealing my money, holding for extra time to make interest with that. I need my money back ASAP or I'll file a lawsuit.

  Business Response

  Date: 11/01/2022

  Dear Better Business Bureau:
  
  Your organization forwarded Fidelity a complaint from *******************************. We wanted to make you aware we emailed the client on October 31, 2022, to address the client's complaint. We consider the matter fully reviewed and resolved.
  
  Sincerely,
  
  Fidelity Investments
  

  
  

  Customer Answer

  Date: 11/02/2022

  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 is simply stealing my money, holding it as much as they can and making interest with that. I'm talking about $80,000. I need my money back ASAP]
  
  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,

  ***********

   

   

  Business Response

  Date: 11/07/2022

  Dear Better Business Bureau:
  
  Your organization forwarded Fidelity a complaint from *******************************. We wanted to make you aware we emailed the client on November 4, 2022, to address the client's complaint. We consider the matter fully reviewed and resolved. We regret ************ is unhappy with our response.
  
  Sincerely,
  
  Fidelity Investments
  

  
  

  Customer Answer

  Date: 11/08/2022

  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 is simply holding my money as much as they can
  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,

  ***********

   

   

• Initial Complaint

  Date:10/28/2022

  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.

  After the passing of my husband I have reached out to their survivors help line and have been repeatedly told that I need to send in more information/ paperwork despite having already sent in a copy of my social and a copy of my late husband's death certificate. I have a court order appointing me his personal representative as well. They are highly insensitive to the loss of a spouse and try to hold on to the money in their care despite me having met all the demands they have already sent. They refuse to resend paperwork as requested since I have not received it in the first place . They are a complete scam of a company and I would not trust them with any of my money ever again. They refuse to give clear answers and have put me on hold numerous times and don't ever come back on the line. They do not follow up with the beneficiaries to confirm they are receiving documents they have sent. This company is an absolute scam.

  Business Response

  Date: 11/01/2022

  To Whom It *** ********************************* forwarded Fidelity a complaint filed under the above referenced case ID.
  
  We contacted our client directly on October 31, 2022, and are currently working on a resolution. We consider this matter closed with the BBB.
  
  Sincerely,
  
  Fidelity Investments

  Customer Answer

  Date: 11/01/2022

  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. 

  [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,

  ******