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

1,356 total complaints in the last 3 years.
587 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:09/30/2022
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.
I have automatic transfers setup to occur out of my fidelity checking account to various other accounts. On 9/29 only a partial auto transfer was made because not enough funds were present even though I received a direct deposit on that same day to cover the transfers. When speaking to a representative they informed me I would have to manual initiate the remaining transfers, which I did. Then on 9/30 the transfers were initiated again from my account.
Business Response
Date: 10/04/2022
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 4, 2022, to address the client's complaint.

We consider the matter fully reviewed and resolved.

Sincerely,

Fidelity Investments
Customer Answer
Date: 10/05/2022
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.
All received is an apology related to a representative providing the wrong guidance. This ******** other accounts because of Fidelity's error of not knowing their products.

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:09/29/2022
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.
I had opened an acoount with Fidelity and in 2 weeks they closed it for an Unknown reason. By the time they closed it I had already transferred a susbtantial amount of money from ********** to Fidelity by a wire transfer. I have tried to get my money back, all to no avail. Since they closed the account one month ago, they have been giving me the run around. First they asked me to call in 10 business days then they asked me to fax my ss , passport, bank statment, utility bills. For my bank statement they inisted that I must show them all of the transactions on the whole bank statement, without crossing out details of transactions made to other businesses. After submitting all that documentation, they told me they CANNOT refund my money and they gave no reason, Then they finally told me the only way I can get my money was through using my bank to reverse the wiring of funds. My bank called them and told them that the money was wired too long ago for them to reverse. Fidelity also refused to reopen my account. They did not send me any written communication about this issue. In conclusion they have my money as hostage and they will not release it, it seems they are hoping i will give up and allow them to steal the money....This is a BIG SCAM.
Business Response
Date: 10/03/2022
Dear Better Business Bureau:

Your organization forwarded Fidelity a complaint from ********************* filed under the above referenced case ID. We wanted to make you aware we emailed the client on October 3, 2022, to address the client's complaint. We consider the matter fully reviewed and resolved.

Sincerely,

Fidelity Investments
Customer Answer
Date: 10/04/2022
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 I do not accept your response because you are still holding my money in my closed account and my bank can not reverse the wire becasue it was done on 09/06/22 You need to refund my money this is the only solution I can accept. The responce you provided that CHASDE sould recolve the issue is not acceptable or doable ....Please send me either a check or you wire it back to my bank

Regards,
Wafaa

Business Response
Date: 10/05/2022
Dear Better Business Bureau:

Your organization forwarded Fidelity a rejection of a complaint from ********************* under the above referenced case ID. We wanted to make you aware we have addressed the client's complaint through multiple channels. However, it appears that fraudulent activity has occurred. We have advised the client as to what action needs to be taken in order to reclaim her funds. We consider the matter fully reviewed and resolved.

Sincerely,

Fidelity Investments
Initial Complaint
Date:09/29/2022
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.
I have had nothing but problems with Fidelity Investment Services. The first time I made a withdrawal from my account to pay for my college tuition, they sent the direct deposit to someone else's bank account. It took weeks for them to correct their errors. This is my second time requesting a withdrawal from my 403b (to pay for college tuition) to be directly deposited into my checking account. Once again, Fidelity has proven themselves to be incompetent. After being treated rudely by the first representative I dealt with who refused to stay on the phone and walk me through filling out the form to request my withdrawal. I had to scan the form and wait 2 hours for it to upload into the system. I then had to call back and wait on hold for a different representative to go over each section of the form to ensure that all of the information was correct. The representative confirmed that everything was correct on my end and that I would receive my direct deposit in 3-5 business days. On the 5th business day (the same day that my college tuition payment was due), I called to inquire why the deposit hadn't been made. It turned out that Fidelity sent a check to my previous address in MN. I am a resident of MN but am temporarily staying in WI where I attend school. For two weeks now I have dealt with these a******* passing the buck & reading the same **** script over and over. Now they are refusing to cancel the check and make a direct deposit into my checking account like I initially requested. How can an individual trust a company who is managing their finances if they can't seem to follow simple directions. I want the money I requested from my account to be directly deposited into my checking account. I also want those a******* to compensate me for the many hours of lost time I spent on hold with them and for having to deal with their incompetence.
Business Response
Date: 10/03/2022
To Whom It *** ********************************* forwarded Fidelity a complaint filed under the above referenced case ID.

We contacted our client directly on September 30, 2022, and are currently working on a resolution. We consider this matter closed with the BBB.

Sincerely,

Fidelity Investments
Initial Complaint
Date:09/28/2022
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.
DEAR BBB, PLEASE SEE THE CONTENT OF A LETTER FROM FIDILITY INVESTMENTS . THIS LETTER WAS IN RESPONSE TO A COMPLAINT FILED WITH ***** . AFTER TRAVELING 200 MILES TO A BRANCH AND VERIFYING MY IDENTITY AND CHANGE OF ADDRESS, I WAS TO CALL CUSTOMER SERVICE AND A CHECK FOR THE ***** WOULD BE ISSUED. WHICH I DID UPON RETURN FROM THE BRANCH. CUSTOMER SERVICE WAS UNABLE TO ASSIST , AFTER HOLDING ON THE LINE FOR AN HOUR WHILE THEY WAITED TO SPEAK WITH RISK , THEY HAVE NO RECORD OF THIS LETTER NOR COULD THEY ACCESS THE FILE ON THEIR OWN LETTERHEAD. BECAUSE MY ACCOUNT IS CLOSED I AM UNABLE TO ACCESS MY ACCOUNT , WHICH WOULD INCLUDE BEING ABLE TO FORWARD THIS COMMUNICATION THROUGH A SECURE MEANS , SUCH AS UPLOADING ETC. I WAS PROVIDED A FAX NUMBER WHICH I USED TO SEND THIS LETTER REQUESTING THEY COMMUNICATE BACK TO ME - WHICH HAS YET TO HAPPEN. I AM IN A NEVER ENDING LOOP WITH FIDILITY. MY ONLY RESOLVE IS TO REACH OUT TO RESOURCES AVAILABLE. I HAD 2 SEPERATE ACCOUNTS HOLDING CASH ( NO POSITIONS ) . IN DECEMEBR OF LAST YEAR A LETTER WAS RECEIVED FROM FIDILITY TO ME REGARDING ONE OF THESE ACCOUNTS. IT WAS TO BE FORWRDED TO THE UNCLAIMED ***** DIVISION ( HOLDING APPX ****** CASH ) WHEN I CONTACTED FIDILITY TO UPDATE MY ADDRESS AND HAVE THEM FINALLY DISPENSE WITH AT LEAST 1 OF THE 2 CLOSED ACCOUNTS , THEY STATED THAT WAS NOT POSSIBLE AS THAT ACCOUNT WAS NOW ALSO RESTRICTED. WHAT ??? THERE COULD NOT HAVE BEEN AN ISSUE , AS IT WAS IN ROUTE TO UNCLAIMED *****!!!! I HAVE ATTACHED THE LETTER FROM FIDILITY INVESTMENTS.
Business Response
Date: 09/29/2022
Dear Better Business Bureau:

Your organization forwarded Fidelity a complaint from ***************************. We wanted to make you aware we emailed the client on September 29, 2022, to address the client's complaint. We consider the matter fully reviewed and resolved.

Sincerely,

Fidelity Investments
Initial Complaint
Date:09/28/2022
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.
Made a Transfer from my health saving account and it always hit my account that same day. But this one didnt go through even though I lifted the hold on my account transfers. Kind of upset but wanting to make a report of money being stolen by the company. Literally!
Business Response
Date: 09/29/2022
Dear Better Business Bureau:

Your organization forwarded Fidelity a complaint from ********************************. We wanted to make you aware we responded to our client via email on September 29, 2022, to address the client's complaint. We consider the matter fully reviewed and resolved.

Sincerely,

Fidelity Investments
Initial Complaint
Date:09/28/2022
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.
In June 2022, I completed an application online for my pension benefits to begin being paid out on August 1, 2022. I submitted the requested documents which were to upload my ID. My online account showed that I had completed everything and that my pension would begin in 4-6 weeks. In September 2022, I reached out to Fidelity with an update on my claim and after being placed on hold for hours, being hung up on and talking to multiple individuals, I was finally able to speak with ******* on September 21, 2022, who finally able to explain why my pension had not processed. She indicated that they needed my husband's death certificate who passed away and that although the claim had closed after 90 days that they would honor my August 1, 2022 commencement date because they failed to notify me about outstanding docs to process the claim. I sent in the death certificate on September 23 and confirmed with ******* that they received it. I have since contacted Fidelity, and have been unable to get a hold of anyone to speak with me directly about what's going. I spoke with ******* who then indicated that now the pension may start on November 1, 2022 instead of August 1, 2022, as promised. I have been placed on hold multiple times for hours with no actual answers, and I when I ask to speak with a supervisor ******* put me on hold and then disconnected the call. This is insanity and fraud at this point because my money is being wrongfully withheld by this financial institution. Someone needs to resolve this immediately. The level of incompetence is unacceptable and if this is not resolved quickly, I will be filing complaints with Fidelity Investments federal regulators!
Business Response
Date: 10/04/2022
Dear Better Business Bureau:

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

We contacted our client directly on October 4, 2022, and are currently working on a resolution. We consider this matter closed with the BBB.

Sincerely,

Fidelity Investments
Customer Answer
Date: 10/06/2022
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 received a generic email response stating that they acknowledge my BBB correspondence and that they are researching my issue. Until I receive written correspondence regarding the commencement of my pension with a date and monthly pension amount, this is not resolved. Fidelity has a history of stating that they are looking into an issue for me but never follow-up. I need written confirmation.

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,
Andremise

Business Response
Date: 10/18/2022
Dear Better Business Bureau:

Your organization notified Fidelity that our response to Adremise Flarijean has been rejected. We wanted to make you aware we emailed the client on October 4, 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: 10/18/2022
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.
Again, the vague email sent on October 4, 2022, did not resolve my issue. Furthermore, there has been no real effort to reach out to me to resolve my issue. I have a phone number on file with Fidelity, but there has been no attempt to reach out. The vague email is not a genuine effort to resolve my issue, so I would consider this issue unresolved.

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,
Andremise
Initial Complaint
Date:09/28/2022
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.
I attempted to open a Fidelity brokerage account for me and my wife with the help of my daughter, who already has a Fidelity account, however, we kept getting an error message that my identity is not recognized. I attempted to open the account on my computer in ******* and my daughter tried on her computer, and we both kept receiving the same error message. My daughter called Fidelity twice (I was on the conference call with her) and explained the issue three times. We talked to ******** (9/25) and to **** and the supervisor ****** (9/26 at noon). ****** told us that I have to call again and open the account on the phone. We keep telling him that I am already on the call and that he should open the account for me on the phone, which he refused. Frankly, we are both stunned at the dysfunctional website and incompetent customer service. It is mind-boggling that this is one of the top brokerage firms in the US. We need someone competent to contact us and check why neither I nor my wife is able to open the account.
Business Response
Date: 09/27/2022
This appears to have been a misdirected complaint. ***************** acquired *******-based Fidelity Bank in 2019, the complaint appears to be related to another financial institution with the same name.

Customer Answer
Date: 09/27/2022
Hello, it appears that this complaint was addressed to the wrong institution. It should be forwarded to this one: https://www.fidelity.com/
Thank you,
********************
Business Response
Date: 09/29/2022
Dear Better Business Bureau:

Your organization forwarded Fidelity a complaint from *******************************. We wanted to make you aware we emailed the client on September 28, 2022, to address the client's complaint. We consider the matter fully reviewed and resolved.

Sincerely,

Fidelity Investments
Customer Answer
Date: 09/29/2022
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 did not receive any email. I received notification that I should login to my new account, however, I am still unable to do that and I am getting an error message.

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: 10/03/2022
Dear Better Business Bureau:

Your organization forwarded Fidelity a complaint from *******************************. We wanted to make you aware we emailed the client on October 3, 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
Initial Complaint
Date:09/27/2022
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.
As of 9/23/2022 I called Fidelity since I received a statement from them advising I had money in the account and I am no longer with that employer. The representatives name was **** he requested my name date of birth last four digits of social security number. Which I gave all that information plus he wanted the name of the employer. The employer was ********* Rehabilitation in ****** **. The department that I worked in was bought out by Next Level. ******* gave to him and he told me that was not enough information to be transferred to the withdrawal department. I requested a supervisor three times two times I was totally ignored and he kept repeating that I did not give him enough information thats when I told him I need a supervisor now , he put me on hold for 2 minutes came back to phone and said his supervisor says the same thing he was stating. Thats when I said ok tell your supervisor I will be contacting BBB today.Its not a lot of money but it is the point of getting my money. Thank you in advance, *******************************
Business Response
Date: 09/29/2022
Dear Better Business Bureau:

Your organization forwarded Fidelity a complaint from *******************************. We wanted to make you aware we emailed the client directly on September 29, 2022, to address the client's complaint. We consider the matter fully reviewed and resolved.

Sincerely,

Fidelity Investments
Initial Complaint
Date:09/27/2022
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 been waiting 7 months almost 8 to have my account closed & paid out to me. first for months they couldnt find my account then they find my account and determine that a huge mistake was made causing further delays in me getting my money now either I call and I sit on hold for an hour and cant get any information or finally get some information and its wrong. This is beyond unacceptable and has caused me great financial and emotional distress. I need my money immediately as well as some sort of compensation for the 7 to 8 months that I have now been suffering
Business Response
Date: 09/29/2022
Dear Better Business Bureau:

Your organization forwarded Fidelity a complaint from *************************. We wanted to make you aware we emailed the client on September 29, 2022, to address the client's complaint. We consider the matter fully reviewed and resolved.

Fidelity Investments

Customer Answer
Date: 09/29/2022
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.details of why you are not satisfied with

I have never been able to access my online Fidelity account, Fidelity has never helped me with that problem either so I have no idea what this email says& regardless, now that I have the check it can not be cashed according to my bank because of an issue on Fidelitys end.& I still need compensation for the 7 months I spent waiting for this check & begging for help.

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: 10/04/2022
Dear Better Business Bureau:

Your organization forwarded Fidelity a complaint from *************************. We wanted to make you aware we emailed the client on October 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
Initial Complaint
Date:09/26/2022
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.
Hi,I have been attempting to complete a 401k rollover from my previous employer over to my new employer 401k account (Fidelity) since March 2022.Not only am I not getting the proper support, but i have been lied to, given incorrect error and now I am unable to track my retirement savings/dont know where my money is.I sent Fidelity all the information they requested (distribution firms, checks, etc), and they sent my money somewhere and I am not able to track it or trace it because its been cashed.I suspect fraud and illegal handeling because I am not being provided the details on where my money is once I submitted the checks to Fidelity.Please help/advise.
Business Response
Date: 10/05/2022
To Whom It *** ********************************* forwarded Fidelity a complaint filed under the above referenced case ID.

We contacted Ms. ***** directly and she was provided with a case manager to assist with the resolution. We consider this matter closed with the BBB. We ask the complainant to allow **** business days to receive our response.

Sincerely,

Fidelity Investments

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Fidelity Investments is NOT a BBB Accredited Business.