Business Profile
Mutual Funds
Fidelity InvestmentsThis 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.
- 588 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:09/09/2022
Type:Billing IssuesStatus: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 is the beneficery for his sisters fidelity Investments account No. **********. Despite providing Fiedelity with all the documents they require and trying to recover the monies over the last 6 months Fidelity have taken away online access without coause or reason, this resulted loss of money we accepted this loss. Despite months of calls trying to just get the funds distributed and close the account Fidelity have not been able to honnor this request. My father is 90 years+ he cannot deal with this it is causeing a great deal of stress and I am concerned it has affected his health and mine. Their treatment to us has been extremely poor in fact i am struggleing to believe what has transpired. They record all conversations so there is complete records.What more can we do it has just about destroyed us it not so much the money but the principal of the matter my Aunts dieng wishes and the treatment by Fidelity HELP!!!!Business Response
Date: 09/12/2022
Dear Better Business Bureau:
Your organization forwarded Fidelity a complaint from ***************************. We wanted to make you aware we emailed the client on September 12, 2022, to address the client's complaint. We consider the matter fully reviewed and resolved.
Sincerely,
Fidelity InvestmentsCustomer Answer
Date: 09/22/2022
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.
Thankyou for forwarding the reply from fidelity i have tried again but i still cannot access the message portal from you email, I am sorry to say I do not consider this matter to be resolved at all for the following reasons.
My father the account owner has not recieved his cheque.
My father the account owner has tried and tried to add me to this account only to have Fidelity tell us that we need to log into the account to add me but fidelity has blocked the account so no one can access it and despite requests to enable it they havent done this and every time we called we got the same answer with no resolution. I might add that each time we called we were on long distance calls for 1 to 2.5 hours, this has gone on since my auntie passed away 17th July 2021, i find it difficult to put in words the treatment we have been subjected too by fedility and the feelings we are left with as a result, this experience has been apauling to say the least it actually unbelievable.
After finalsing the account and checking to make sure Fidelity can transfer the money electronically to my fathers account we gave them the details weeks went by so we gave a follow up call only to find they wouldnt do the electronic transfer by negelted to inform us me or my father
By denying access to the account fidelity have lost nearly $5000 us dollars of my fathers money and i want it recovered
If you think we could arrange a call to discuss this further i would be happy to make myself available.Business Response
Date: 09/26/2022
Dear Better Business Bureau:
Your organization forwarded Fidelity a complaint from ***************************. We wanted to make you aware we emailed the client on September 22, 2022, to address the client's complaint. We consider the matter fully reviewed and resolved. We regret *************************** is unhappy with our response.
Sincerely,
Fidelity InvestmentsInitial Complaint
Date:09/08/2022
Type:Service or Repair IssuesStatus: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 May 13th there was a fraudulent charge on my account for ***** and ******. Although the ***** charge was caught and revoked the ****** was not. I proceeded with a fraud report. Since the initial fraud complaint I have had one maybe two phone calls from fidelity ALL of the rest of my calls I have had to follow up myself and continually told to wait for a phone call that never happens. About May 30th I received a letter that fidelity was going to temporarily return my money. That never happened. On June 30th I received another letter stating based on there investigation the return of my money was to be permanent. That also never happened. I have a ridiculous log of calls made to the company answered by customer service who can only send a request to have a supervisor return a call. That has NEVER happened. Basically it seems since they wrote the letter they consider it resolved yet it is very clear money was never placed in my account. I have gone to my fidelity branch in ******* with the hopes of resolution after about 3 hours and me needing to return to work they told the *********** they would not discuss anything without the client present. I have not ever had a problem with Fidelity bank but now that I see how insignificant my few dollars are to a company who refuses to deal with such a simple issue I cannot afford to trust them with anymore of my hard earned dollars. This has been a hardship for me. Today I will attempt another phone call but at this point I guess legal action is my only option.Business Response
Date: 09/15/2022
Dear Better Business Bureau:
Your organization forwarded Fidelity a complaint from *****************. We wanted to make you aware we sent the client an email on September 14, 2022, to address the client's complaint. We consider the matter fully reviewed and resolved.
Sincerely,
Fidelity InvestmentsInitial Complaint
Date:09/07/2022
Type:Service or Repair IssuesStatus: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 receive a monthly statement from Fidelity investments; however, they are unable to locate my information/account. I have went as far as to download the app, contact them directly, attempt to make a trip to a local office and still no assistance. The employer that I had this account with for my 401(k) is still in business but I no longer work there. It has been over three years since I have been employed with this company. I have also reached out to contact the third-party HR companies paychecks and ADP. Neither of these companies/representatives have been able to locate my information either. I have no one else to contact who can help me and locate my 401(k) retirement plan. I am desperately in need of receiving any kind of an answer. Please assist!Business Response
Date: 09/08/2022
Dear Better Business Bureau:
Your organization forwarded Fidelity a complaint filed under the above referenced case ID.
We were unable to locate an account for this individual. We emailed them directly on September 8, 2022, requesting additional identifying information to allow us to further research this issue. We consider this matter closed with the BBB.
Sincerely,
Fidelity InvestmentsInitial Complaint
Date:09/07/2022
Type:Customer Service IssuesStatus: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 employer requested to create an SEP *** account with Fidelity Investment, during the online application process, I found that my information was already exist with them, which I didn't remember. I tried to retrieve my identity with my full social security numbers and full name, address, the system said that my information didn't match on their system. I called in explained the situation, I provided full social security number over the phone in order for them to better search my account, they found that my social security number was being used, already opened up with someone else. They excused themselves that existing account that my social number used, he/she entered typo when he/she created an account. In addition, in order to for them to help with open up the account, I needed to submit paper/manual application. At this point, I couldn't trust their security system, they didn't even review and match applicants' full name with social security number in credit information system, they just opened up the account to whoever provide someone else's information, I can't trust them anymore, I asked them to correct wrong account who's using my SSN, and get back to me, they said they were not sure how long it will take to correct the situation. Fidelity Investment need to do something, they're really irresponsible over my credit issue, they that didn't even first offer to call back on case resolution. Case #: W381539-07SEPT22 ******************************* / ************************Business Response
Date: 09/08/2022
Dear Better Business Bureau:
Your organization forwarded Fidelity a complaint from ***********************. We wanted to make you aware we emailed the client on September 8, 2022, to address the client's complaint. We consider the matter fully reviewed and resolved.
Sincerely,
Fidelity InvestmentsInitial Complaint
Date:09/07/2022
Type:Billing IssuesStatus: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 two fidelity *************** accounts and part of opening such accounts, Fidelity promoted $100 to be deposited to such accounts within ***** days of opening accounts. I have phoned and spoken to two representatives and was told the accounts do not qualify. I purposely spoke with the representative when I was opening the account (have representatives names, one is also a supervisor in a call cntr) who assured the $100 promotion would be deposited in the *************** accounts. I find this to be fraud by Fidelity to incite clients to invest with their firm by promising money as a incentive, and then renege on their marketing promotion!Business Response
Date: 09/08/2022
Dear Better Business Bureau:
Your organization forwarded Fidelity a complaint from ***********************. We wanted to make you aware we sent a secure message today, September 8, 2022, to address the client's complaint. We consider the matter fully reviewed and resolved.
Sincerely,
Fidelity InvestmentsInitial Complaint
Date:09/06/2022
Type:Billing IssuesStatus: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.
Transaction date: August 10, 2022.The amount of money you paid the business: $410.17.What the business committed to provide you: ************ of New York Mellon to convert ***** ******** Depositary Receipts (ADRs) of Gazprom I own into ****** common shares of Gazprom.What the nature of the dispute is: It's been the 3rd month since I requested Fidelity to convert the ADRs on July 29, 2022, but the service for which I paid the fee has not been provided. When money is paid, but the service is not provided, it's called fraud or theft.Did the business tried to resolve the problem: No. I called them multiple times with no result and no prospects.Account/order/tracking number: My Fidelity account No. *********, order/tracking No. ********* (that's the only one Fidelity provided when charging the fee).Business Response
Date: 09/07/2022
Dear Better Business Bureau:
Your organization forwarded Fidelity a complaint from **********************. We wanted to make you aware we emailed the client on September 7, 2022, to address the client's complaint. We consider the matter fully reviewed and resolved.
Sincerely,
Fidelity InvestmentsInitial Complaint
Date:09/03/2022
Type:Customer Service IssuesStatus: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 logged onto their website to withdraw my 4% tax exemption from my check from ********** (401k) I worked at ********* for three days and quit. This happened on July 27, 2022 and I waited for a check in the amount of $5.31 to come in the mail for four weeks. Now the company says they see nowhere that I was owed that money. This is very frustratingBusiness Response
Date: 09/06/2022
Dear Better Business Bureau:
Your organization forwarded Fidelity a complaint from ***************************. We wanted to make you aware we mailed the client a letter on September 6, 2022, to address the client's complaint. We consider the matter fully reviewed and resolved.
Sincerely,
*****************
Fidelity InvestmentsInitial Complaint
Date:09/02/2022
Type:Product IssuesStatus: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 received a hidden fee charge through a transaction called negative cash debit. I never received any notification, no email, no messages or call regarding this. I reached out to Fidelity through the phone and chat to request this be waived. I was sent on a runaround that this cannot be waived. I asked to speak to upper management regarding this to waive this. I was put on hold for over 2 hours and no one returned to resolve this issue. I would like this fee be waivedBusiness Response
Date: 09/08/2022
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 September 9, 2022, to address the client's complaint. We consider the matter fully reviewed and resolved.
Sincerely,
Fidelity InvestmentsInitial Complaint
Date:09/02/2022
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am the administrator of an estate account. I need to get statements of the deceased person's Fidelity account and file the accounting to circuit court. I have been contacting Fidelity to request the statements since early in May and today is Sept. 2 I still haven't received them. I was told the mail was sent out on July 28 but it never arrived. I called in August and I was told the new mail was sent out on Aug. 23 but it never arrived. I called them tens of times and every call lasted at least an hour and no statements sent ( I had to mention there was one statement for one month sent in May, but I was requesting statements of every month). I can not reach anyone by extension numbers because they couldn't provide them. No email contact for "security reasons". Fidelity is wasting my time and they should take their responsibility.Business Response
Date: 09/08/2022
Dear Better Business Bureau:
Your organization forwarded Fidelity a complaint filed under the above referenced case ID.
We contacted our client directly on September 7, 2022, and are currently working on a resolution. We consider this matter closed with the BBB.
Sincerely,
Fidelity InvestmentsInitial Complaint
Date:09/01/2022
Type:Order IssuesStatus: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 mother -******* J ******- received a letter from Fidelity Investments stating she was missing a check around June 2022. I called the number on the letter and a Fidelity employee stated I needed to send in a copy of my ***** of ******** and a letter of intent in order to discuss my mother's missing check. I sent in a copy of my power of attorney and my letter of intent via certified mail **** **** **** **** ****. Fidelity Investments is now requesting more information from me while my mother's missing funds are still missing. I don't need to be added to her account in order to find her missing check and give them directions on where to send it. To me - this is an attempt to delay and steal her funds and deprive her of interest she could be gaining. My mother's medical condition prevents her from taking care of her own business at this time and she in-trusted me to be her advocate and this organization seems to be lazy and just non complaint with her funds. I'm a busy person and I can't keep jumping through hoops for Fidelity Investments. Very Respectfully,****************************** USMC (Retired)Business Response
Date: 09/06/2022
Dear Better Business Bureau:
Your organization forwarded Fidelity a complaint filed under the above referenced case ID.
We contacted our client directly on September 6, 2022, and are currently working on a resolution. We consider this matter closed with the BBB.
Sincerely,
Fidelity Investments
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