Business Profile

Mutual Funds

Fidelity Investments

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

1,357 total complaints in the last 3 years.
589 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:10/26/2022
Type:Order 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.
Hi My dad passed on August 20th, 2022 and he had an account with Fidelity Investments.Our trustee attorney made me the delegated trustee and gave me the power to liquidate his investment accounts...Since August I have been trying and trying to do this and have been given a total run around and then some!! They say to send in documents and I do and there is always a problem. They will say things are wrong when I call back and additional things are needed. They keep telling me to send in the same paperwork.Phone calls are never returned. I feel I have done everything in their email list. I have probably spent over 15 hours waiting on the phone and never getting anywhere, *****************, *****************************************************************
Business Response
Date: 10/31/2022
Dear Better Business Bureau:

Your organization forwarded Fidelity a complaint from *****************. We wanted to make you aware we emailed the client on October 28, 2022, to address the client's complaint. We consider the matter fully reviewed and resolved.
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 Hi, This matter has not been resolved at all!! My first correspondence with Fidelity was on August 23th, 2022. These are the reasons I am not satisfied. A family should not have to go through what we have went through with Fideliity. We are trying to liquidate my dads account and they are making it VERY difficult!! **** was my case manager and i left many messages for a return phone call and never got one!! I talked to a ********, ****, ********, ****, *******, *******, ***** which all wanted me to do different things to liquidate to which I kept doing. Many, many PDF files were sent in and sometimes I woulld send them in even again because each person said I needed to. After 2 months I was told to have my 2 brothers give their trustee powers to me. **** signed on 10-15-22 and *** on the 19th. I sent to Fidelity on the Oct, 19. re Then Fidelity said that wasnt good enough and said the have to resign as trustees completly. Not acceptable to me or my brothers. I have put on hold for 45 minutes at a time with no answers or call backs. Just very unprofessional. I have not received any statements to show dads amount in his account. Instead of one case manager I have had what it seems are 10 different ones!! I would not want my children to ever go through this type of trouble. They have ignored me and keep making me jump through another hoop!! I have liquidated 5 of dad's investment count and they were all done seemlessly with my designated trustee documents given to me by dads trustee attorney. These forms were signed by my 2 brothers and notorized and the lawyer said these were what I needed. I would like my dads account liquidated in a timely professional mannner. We are now going on to the 3rd month to get this resolved. I have spent many many hours trying to do this
Regards,
*****

Business Response
Date: 11/08/2022
Dear Better Business Bureau:

Your organization notified Fidelity that our response to ***************** has been rejected. We wanted to make you aware we emailed the client on October 28, 2022, and are currently working on a resolution. We regret the client is unhappy, we consider this matter closed with the BBB.

Sincerely,

Fidelity Investments
Customer Answer
Date: 11/10/2022
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,
*****

To Fidelity and the BBB, this case has not moved forward at all to being resolved!!
I have not been contacted at all. I have not talked to Fidelity since this BBB case was opened by my brothers and I. I want one case manager that knows what they are doing. They have my **************** money still in his name and are using that money!! How and why would Fidelity want a deceased person's money still in that person's name? He has passed and can no longer make decisions for that investment. But, still Fidelity is not honoring my dad's wishes through his trust that his children inherit this money. I have suggested to Fidelity that they can talk to the trust attorney for my family that created the trust while my parents were alive. They refused to talk to dad's attorney. I have sent to Fidelity my notorized delegated trust legal document that was signed by myself and brothers and the attorney. My brothers have signed papers that Fidelity wanted stating that they give me the power to act as delegated trustee.
In closing, my brothers and I want this Fidelity account liquidated and a check issued to our father's living trust checking account so the money can then be dispersed to my brothers and myself.
As anyone can see Fidelity is not cooperating at all. We want a knowlegable employee at Fidelity to go back through the many, many PDF documents I have sent in and see that this case needs to be resolved.
My phone calls and emails are never returned. I have been left waiting on phone calls to them for over 45 minutes at a time!!
In comparison, Fidelity has been a very hard investment company to deal with. It doesn't need to be this hard or complicated. My Dad would be very sad to see how Fidelity is handling this after his death. Fidlelity has made a difficult time of grieving for the family. No family should have to go through this.
Business Response
Date: 12/05/2022
Dear Better Business Bureau:

Your organization forwarded Fidelity a complaint from *****************. We wanted to make you aware we called the client on November 17, 2022, to address the client's complaint. We consider the matter fully reviewed and resolved.

Sincerely,

Fidelity Investments
Customer Answer
Date: 12/12/2022
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,
*****

Since August 23 2022, my 2 brothers and I have been trying to liquidate our deceased fathers account. As of 12/12/2022, this issue has not been resolved. Fidelity is making a simple matter BEYOND difficult. UNBELIEVABLE !!!
Initial Complaint
Date:10/26/2022
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.
My father passed away and left me as his beneficiary under his trust accounts. I began calling Fidelity in September to have the accounts transferred over to myself. I have called their Transition Services team over 25 times, only received 2 calls back in that same time frame, and sat on the phone on hold for over 50 hours with the company in the 1.5 months. Each time I call I am told something new is needed, or something is incorrect on a document that I have submitted and that I need to do something different. Twice they lost my paperwork that I handed directly to their employee at the branch that had their medallion stamps on. I was told they had everything that they needed and the money would be transferred over within a few days. This was over a week ago. The money is still not transferred over into my accounts and no one has called me for a follow up. I asked to speak to a manager and was placed on hold for 45 minutes and no one ever came back to the line. I asked for corporate complaints number or address and no one could provide that. I even called the investment part of the bank to obtain it and they didnt have one. I searched the website and none is listed. Even their automated voicemail says leave a message and someone will call you back in FIVE business days. This is money that belongs to me that the company is self-deciding to keep making interest and fees off of while they make me wait FIVE BUSINESS DAYS to even get a return call in which they will tell me they are missing something else. If I walked into a bank that was holding my money and was told sorry we have a long line you will have to come back in five days to make a withdrawal it would never be stood for. What they are doing is unethical and I truly believe illegal. They are refusing me access to my money because they are supposedly understaffed and very poorly run. I want access to my money and compensation for the interest they have made off of my $1.5MM.
Business Response
Date: 10/31/2022
Dear Better Business Bureau:

Your organization forwarded Fidelity a complaint ***********************. 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
Initial Complaint
Date:10/25/2022
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 a ALBERTSONS COMPANIES 401(K) PLAN (*****) and ask to sell some 401k funds heere what i asked for Sell 100% of BR MSCI ACWI EXUS put into Buy SMALL CAP VALUE I1 i has and i also ask to sell Sell 100% of BR ******* **** INDX and 100% into Buy DODGE & *** STOCK I and i asked to sell Sell *****% of ***************** **** INDX and Buy FID CONTRAFUND POOL only but online when i called in there selling all of these Pending Exchanges Sell ****% of *************** FNDR Source(s)/Source Group(s) Amount PRE-TAX ****%MATCH ACCOUNT ****%PRIOR EMPLOYER ACCOUNT I ****%SPECIAL NON-ELECTIVE ****%Buy FID CONTRAFUND POOL Exchange Scheduled: 10/25/2022 04:00 PM ET Confirmation Number: ************* Sell 100% of AF EUROPAC GROWTH R6 Source(s)/Source Group(s) Amount PRE-TAX 100%Buy FID CONTRAFUND POOL Exchange Scheduled: 10/25/2022 04:00 PM ET Confirmation Number: ************* Sell 100% of BR MSCI ACWI EXUS Source(s)/Source Group(s) Amount PRE-TAX 100%MATCH ACCOUNT 100%PRIOR EMPLOYER ACCOUNT I 100%Buy SMALL CAP VALUE I1 Exchange Scheduled: 10/25/2022 04:00 PM ET Confirmation Number: ************* Sell 100% of BR ******* **** INDX Source(s)/Source Group(s) Amount PRE-TAX 100%MATCH ACCOUNT 100%PRIOR EMPLOYER ACCOUNT I 100%Buy DODGE & *** STOCK I Exchange Scheduled: 10/25/2022 04:00 PM ET Confirmation Number: ************* Sell *****% of ***************** **** INDX Source(s)/Source Group(s) Amount PRE-TAX *****%MATCH ACCOUNT *****%PRIOR EMPLOYER ACCOUNT I *****%Buy FID CONTRAFUND POOL Exchange Scheduled: 10/25/2022 04:00 PM ET Confirmation Number: ************* Sell *****% of ***************** **** INDX Source(s)/Source Group(s) Amount PRE-TAX *****%MATCH ACCOUNT *****%PRIOR EMPLOYER ACCOUNT I *****%Buy DODGE & *** STOCK I Exchange Scheduled: 10/25/2022 04:00 PM ET Confirmation Number: ************* only wanted us pits and index fund sold and Sell 100% of BR MSCI ACWI EXUS how we fix it some one messed up
Business Response
Date: 10/26/2022
To Whom It *** ********************************* forwarded Fidelity a complaint filed under the above referenced case ID.

We contacted our client directly on October 26, 2022, and are currently working on a resolution. We consider this matter closed with the BBB.

Sincerely,

Fidelity Investments
Initial Complaint
Date:10/25/2022
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.
In June of 2021, Fidelity locked me out of my account and when I called to see why, they said that they no longer wish to do business with me and that they are closing my account. They would not give me a reason and referenced their customer service agreement that states that they can choose to discontinue business with any client at any time for any reason. They would not tell me why and treated me like a criminal. I subsequently transferred the assets in my Fidelity account into my TD Ameritrade account as I do not wish to do business with an organization that treats its customers like this. August 2022, my employer decided to switch our employee stock purchase program (ESPP) from Computershare to Fidelity. Fidelity refuses to give me online access to manage my account. They say that I can call them to initiate transactions, but they will not give me online access. October 2022 my employer notifies me that they will be transitioning our 401k plan to Fidelity, and that I will not be able to manage my self-directed brokerage online. The only way that they will allow me to transact is by calling them directly. I am active in my self-directed 401k brokerage account and not having online access to the tools and resources available online is crippling to my ability to manage my retirement account. I have contacted Fidelity multiple times in an attempt to rectify whatever issue there is with the restrictions that they have placed on my account, and they are not willing to do anything.
Business Response
Date: 11/03/2022
Dear Better Business Bureau:

Your organization forwarded Fidelity a complaint from ***********************. We wanted to make you aware we sent an email to the client on November 3, 2022 to address the client's complaint. We consider the matter fully reviewed and resolved.

Sincerely,

Fidelity Investments
Initial Complaint
Date:10/22/2022
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.
Fidelity Investment for over a year a friend of a friend deposited money for my medical but Fidelity will not let me withdraw the money they said it has to be the person who deposited the money that's ridiculous I don't even know who it was but the money is in my account and Fidelity refuses to let me withdraw the funds I need it I have medical issues that I need the funds but they will not release the funds to me I'm fed up with these people I even emailed the *** ***************************** asked her for help she has not responded I called again yesterday would not take the call left a message but this is ongoing over almost a year and I want my money and I want it now and they have no right to withhold the funds when it's in my name and my account and I'm angry I wish the goodness this person had not done that because Fidelity is really not a good company and I'm having issues with them all the time so I need help
Business Response
Date: 10/26/2022
Dear Better Business Bureau:

Your organization forwarded Fidelity a complaint from *****************************. We wanted to make you aware we sent an email to the client on October 25, 2022, to address the client's complaint. We consider the matter fully reviewed and resolved.

Sincerely,

Fidelity Investments
Initial Complaint
Date:10/21/2022
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 and a fidelity investment account. The credit card is new and they attached the wrong investment account to my card. They sent $180 to an account that isnt mine. I called representatives on both the financial side and the credit card side and both will not help me. The credit card side said they are the ones to addess the issue but my $180 is still not in the correct account. I would like somebody to contact me and address the issue.
Business Response
Date: 10/30/2022
To Whom It May ****************** style="color: rgb(34, 34, 34); font-size: small; font-family: Arial, Helvetica, sans-serif;">
Your organization forwarded Fidelity a complaint filed under the above referenced case ID.

We contacted our client directly on October 26, 2022, and are currently working on a resolution. We consider this matter closed with the BBB.

Sincerely,

Fidelity Investments
Customer Answer
Date: 10/31/2022
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.
The company never credited me with my $180 worth of reward points and closed my account. I filed a complaint with the **** and BBB because I dont think their actions are ethical. I met a spending threshold and earned the pints and now they refuse to pay me them.

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: 11/08/2022
Dear Better Business Bureau:

Your organization forwarded Fidelity a complaint from *************************. We wanted to make you aware we emailed the client on October 26, 2022. We are still working on a resolution. We regret ************************* is unhappy with our initial response, we will follow up with the client once we conclude our research. We consider this matter closed with the BBB.

Sincerely,

Fidelity Investments
Customer Answer
Date: 11/09/2022
The company has been contacted multiple times and is not responding to phone calls or e-mails. They have yet to address the issue and are being deceptive when saying they are working on the issue. None of my issues have been addressed or taken seriously.

FAQ

Regards,
******

Business Response
Date: 11/13/2022
To Whom It *** ********************************* forwarded Fidelity a complaint filed under the above referenced case ID.

We have emailed our client directly on October 26 and November 11, 2022, letting him know we are currently researching his concerns and working on a resolution. We consider this matter closed with the BBB.

Sincerely,

Fidelity Investments
Customer Answer
Date: 11/14/2022
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.
The company continues to say the are addressing the issue but its been almost a month and they have done nothing to address the issue. Their contact even refuses to respond to emails and phone calls. They still havent reimbursed me my $180 and are deceitful about addressing the issue.

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:10/19/2022
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 spoke with a representative on their chat support in regards to transferring a brokerage account from Robinhood to their firm. I inquired about any fee's and it was stated that if there is any fee's that are charged to contact support and I would have the fee credited back. At no time, did this representative state any minimum account amount to waive/credit this fee.I initiated the transfer and found myself being charged $100 fee. I contacted support as instructed and was told that they cannot issue me a credit or reimburse this fee because I did not meet a $25,000 minimum balance on the transfer. I instructed the representative of what the previous one had said a few days prior and reiterated that if this was informed I would not have initiated. Being told this now after the fact is withholding information for financial gain on the firms basis (or theft) by investors.I again was informed they could not do anything so I asked to speak to a supervisor who looked into the aspect. Stated there was a promotion for deposit 50 get 100 (to break even the fee) which however, I had opened a *************** previously and already received said promotion which in this case could not be done. I asked for a one time credit outside of this "policy" which was not stated nor directed to me prior to initiating and when I inquired about any fee's should have been made aware upfront however was not done which is negligence on behalf of the firm and the representative.I am asking for the company to make contact with me directly and issue me a one time credit in the amount of $100 as seen on my account being taken due to the negligence on behalf of the staff as well as deliberate withholding of information for financial gain on the firms basis or better stated financial theft through withholding information.
Business Response
Date: 10/20/2022
Dear Better Business Bureau:

Your organization forwarded Fidelity a complaint from *****************************. We wanted to make you aware we emailed the client on October 20, 2022, to address the client's complaint. We consider the matter fully reviewed and resolved.
Sincerely,

Fidelity Investments

Customer Answer
Date: 10/20/2022
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.
This matter is not "fully resolved" the company refused to provide duty of care in reviewing chat records to verify that their respresentative

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: 10/24/2022
Dear Better Business Bureau:

Your organization forwarded Fidelity a complaint from *****************************. We wanted to make you aware we emailed the client on October 20, 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: 10/24/2022
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.
The matter is not resolved. Fidelity staff/representative stated that if I received any fee charged that I would need to contact them back and they would reverse and credit any fee. No requirements were stated upfront, even after inquiring any requirements, never was stated that a minimum transfer amount must be made in order to receive a credit/reimbursement of **** Fee. Nowhere on the Fidelity website states any such policy requiring ****** transfer to have the **** Fee reimbursement. The only policy with stipulation of ****** is the actual physical stock certificate transfer which has a fee that is annotated on the Fidelity website. Again, this matter is not resolved, I am holding Fidelity accountable on what their representatives stated verbatim that I would be reimbursed upon request of a fee charged. If Fidelity does not want to do as they stated, this is seen as misinformation and misleading consumers for financial gain of their own firm which in itself is theft and fraudulent service as well as a violation of FTC regulations. I am requesting Fidelity hold themselves accountable to their own statements made on behalf of their company representation and either A) reimburse or credit my account the $100 **** fee that their team stated would be and/or B) include a on-time $100 promotional credit to break the **** fee even and whole.[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,
*****
Initial Complaint
Date:10/19/2022
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 Oct 5, my business *********** opened a joint cash acct with fidelity. We funded it by cashing 2 checks FROM fidelity for almost $50,000. After making a joint acct, the funds were cleared next day. I then opened an individual acct & moved $9,000 into it. Next, the job of attaching our other banks and mobile wallets needed to maintain our business plan. We had planned down to the ***** & were excited to be executing it. On the 12th we made my partner his own acct. By then we had been "blocked" out of our accts 3 times & had to call in and have them reset it. I chalked it up to it being a new ********* were linking & moving *********** triggered some security algorithm. No biggie. As we were funding his acct we were locked out again. I called expecting the same process. Only it wasn't. I was told to send in identity documents before they would unlock my acct.Taken by surprise because normally verification is done before taking someones money, I faxed my license, ***************** bill. I was told to call back as soon as I did. Now, a week later & I'm on the 3rd time of faxing because they claim it's not readable, that I sent a reciept instead of a bill. (PICS ATTACHED)They said fraud department was our contact & noted several times that fax was a weird way to request our docs. Normally we would upload direct from the site we were locked out of. Call #2 calling got us told it was operations department, not fraud, and to call back. Call 3 they couldn't find the new fax but said they had it & that ***** needs to send his docs too. ***** has been with them for 5 years! Said call in a few days.We have not received one email or call saying anything about this. Only welcome mail.We lost credibility and alot of money at auction we couldn't pay. They terminated our acct. Great start to our business move. This is robbery letting them take funds to earn interest on while making hoops to jump thru that never end. This isn't good security, it's a mess.
Business Response
Date: 10/24/2022
Dear Better Business Bureau:

Your organization forwarded Fidelity a complaint from *******************. We wanted to make you aware we mailed a letter to the client on October 21, 2022, to address the client's complaint. We consider the matter fully reviewed and resolved.

Sincerely,

Fidelity Investments
Initial Complaint
Date:10/17/2022
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 or about June 8, 2022, I requested a disbursement from my Fidelity Investment account in the amount of $12,822.32. As of today, October 17, 2022, I have never received this check.On or about June 17, 2022, I notified Fidelity that I had not received my check. They looked into the matter, and informed me that my check had been cashed a few days earlier, by an individual named: *************************. I immediately informed Fidelity that this was in fact fraud. Additionally, I informed Fidelity that this was an urgent matter, as time was of the essence. It has now been well over 120 days since this fraud occurred, and neither Fidelity, nor their bank ****************************, will provide any information as to if / when I will ever receive my funds. I urgently need these funds to pay for my outstanding debts.Please help.Respectfully,*********************** ************* ***************
Business Response
Date: 10/19/2022
Dear Better Business Bureau:

Your organization forwarded Fidelity a complaint from ***********************. We wanted to make you aware we emailed the client on October 18, 2022, to address the client's complaint. We consider the matter fully reviewed and resolved.

Sincerely,

Fidelity Investments
Customer Answer
Date: 10/19/2022
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.
I do not accept the response made by Fidelity. I will copy below the email reply they have sent me. In their reply, as you will see, there is no action taken on their part to try to resolve my complaint. They continue to refuse to escalate this case with their bank, and help me obtain my funds that are rightfully mine.

Dear **************:

Thank you for your message that we received from the Better Business Bureau on October 17, 2022. We appreciate the time you took to share your comments.

I confirm on October 17, 2022, our associate informed you that we have not yet received an update from the external institution regarding your fraud concerns.

It is important to note that the process can take up to 120 business days or more after the bank of deposit has formally opened their case. Additionally, I confirm the review by the external bank cannot be expedited for completion. Please know that you will be notified once a decision is returned from the external institution.

I confirm your feedback regarding your experience with us has been forwarded to the appropriate senior management teams for consideration. We take your feedback very seriously, and I assure you that it will be considered as we continue to make improvements to the customer experience. Past enhancements were driven by feedback such as yours and we rely on your critiques to improve.

**************, thank you for bringing this matter to our attention. We recognize you have a choice when it comes to the brokerage firm services you use, and we hope to have the opportunity to regain your trust.

Sincerely,

***********************
Fidelity Investments

W013803-18OCT22

Clearing, custody or other brokerage services provided by National Financial Services LLC or Fidelity Brokerage Services LLC, Members NYSE, SIPC
Business Response
Date: 10/19/2022
Dear Better Business Bureau:

Your organization forwarded Fidelity a complaint from ***********************. We wanted to make you aware we emailed the client on October 18, 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: 10/20/2022
Fidelity Investments has not helped me retrieve my money. Nor will they contact their bank to escalate my case. I have waited 4 months for my funds, and Fidelity Investments continues to ignore my request for assistance.

Please help.

Regards,
******

Business Response
Date: 12/05/2022
Dear Better Business Bureau:

Your organization forwarded Fidelity a follow up complaint from ***********************. We wanted to make you aware we emailed the client on December 5, 2022, to address the client's complaint. We consider the matter fully reviewed and resolved.

Sincerely,

Fidelity Investments
Customer Answer
Date: 12/08/2022
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.
[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.]
Fidelity never delivered my funds to me. Fidelity put a $12,800 check in the regular mail, which was fraudulently cashed by an unknown 3rd party. Fidelity has done nothing to help me recover my funds. I am beyond disappointed, and will now be forced to hire an attorney to help me get my rightful funds.
I would caution anybody using Fidelity Investments that they will not have your back if something goes wrong.

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:10/17/2022
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.
Fidelity is trying to steal my money. I have $7000 in my accounts that Fidelity will not give **** initiated deposits and made trades on unsettled funds. I didnt know that I couldnt do that since Fidelity showed the amounts I initiated from my bank as available for trade. So I traded. My bank returned the initiated EFTs due to fraudulent activity. They do it to me all the time and I have to call to get transactions processed.My fidelity account was locked for 10 days, during which time I couldnt access the account. The 10 days has passed and I contacted Fidelity about releasing the funds and they say that because the trades were made on bounced EFTs that they will not be releasing the funds, that I incurred a free ride violation because of it.From what Ive gathered from the SEC, freeride violations are subject to a 90 day restriction but NOT grounds for taking the entire $7000 profit made on the trades. I told Fidelity that and they didnt care and said they will not be releasing any of the funds, not even the $100 I had sitting in the account before all of this happened. They even had the nerve to say that the $100 was lost in trading when the accounts are in the positive by $7000. Thiefs.I have just got off the phone with my attorney and we will be filing reports with the SEC, FINRA, and the ************** Attorney General immediately.Completely unprofessional and a shady group to do business with. Save yourself the trouble and choose another brokerage. Fidelity to trash I, nor my family will ever use them to invest with again.
Business Response
Date: 10/20/2022
Dear Better Business Bureau:

Your organization forwarded Fidelity a complaint filed under the above referenced case ID.

We emailed the client on October 20, 2022. The client has been terminated due to multiple deposits that were returned as insufficient funds. While Fidelity did allow the former client to place trades on unverified funds, it is under the assumption and trust that the funds would clear to settle his transactions. The former client did not attempt to rectify the outstanding debt owed and the accounts were liquidated to satisfy the outstanding debt. Any money made on the stock trades he placed are considered ill-gotten gains as the former client never had funds available to cover his obligations. We understand that this may not be to the former client's liking, but he has been informed on his next steps if he would like to dispute the matter through arbitration. We consider this matter closed with the BBB.

Sincerely,

Fidelity Investments

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