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:07/26/2022

  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 had a pension plan at ***** corporation, I was terminated November 2020 . So I tried to remove the amount of my pension that I paid into Fidelity investments. It has now been almost 2 years I have gotten several letters that I sign and send back and never receive my pension. Fidelity has continually given me dispersement dates and it is never dispersed. They continue to send me papers about how much is in this account but it never gets dispersed to my bank account and EVERYTIME I talk to them they just give me a date further and further into the future. I was supposed to receive it may 9th I never did now they have moved the date forward to October first. Like I stated I have been trying to get this money I invested out for almost 2 years and they will not release my money to me.

  Business Response

  Date: 08/07/2022

  Dear Better Business Bureau:
  
  Your organization forwarded Fidelity a complaint from *****************************. We wanted to make you aware we called the client on August 4, 2022, to address the client's complaint. We consider the matter fully reviewed and resolved.
  
  Sincerely,
  
  Fidelity Investments
  

  
  

• Initial Complaint

  Date:07/22/2022

  Type:Product 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.

  I have money stuck in a 401(k) that cannot be rolled over because your website isn't working how it should.As a result, my account has a bunch of *************** accounts I do not need opened.All your customer representatives tried helping but even they couldn't figure out what the problem was.This issue has given me such a massive headache.Today, I decided to try withdrawing the money again.Guess what happened? My account was locked because YOUR authentication system wasn't taking the CORRECT access code.I am contacting via BBB instead because the mere thought of having to go through your customer service once more to get absolutely nothing resolved infuriates **** just want the money stuck in my account. I do not want to deal with your business ever again.

  Business Response

  Date: 08/01/2022

  Dear Better Business Bureau:
  
  Your organization forwarded Fidelity a complaint from *******************. We wanted to make you aware we called the client on July 29, 2022, to address the client's complaint. We consider the matter fully reviewed and resolved.
  
  Sincerely,
  
  Fidelity Investments
  

  
  

  Customer Answer

  Date: 08/05/2022

  [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:07/21/2022

  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 been trying to make a systematic withdrawal from my 401k since 7/8. I was informed that the funds would be disbursed on 7/15. When I did not receive the funds on the 15th, I stayed on hold for hours and was told the prior agent did not enter the percentage but the issue had been corrected and I would receive the funds on July 20th. Didnt receive the funds on the 20th, called back and was informed that a prior date was entered, causing a delay in the disbursement but assured me I would receive the finds in 2-3 business days. I was not confident in the response so I called back and was told they would research and call me back. Received a call on the 21st stating I would receive my funds in 5-7 business days. Still not confident that I will receive the funds. The company keeps providing different answers, will not allow me to talk to a manager. I am beyond frustrated !!!!

  Business Response

  Date: 07/26/2022

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

  Customer Answer

  Date: 07/26/2022

  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,

  *****

   

   

• Initial Complaint

  Date:07/19/2022

  Type:Billing 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 aunt has an account with Fidelity and she passed away March 2021. In the last 16 months we've called their Transitions Services team numerous times, and each time uploaded a copy of her death certificate, yet they claim they do not have it. I also got a building address from them to mail a copy, to no avail. On Oct 21, 2021, we drove to this office and handed the certificate to someone who said he would make a copy for that team. To this day they still say they don't have it.We do not have access to her account after 16 months, since we cannot prove she is deceased.

  Business Response

  Date: 07/24/2022

  Dear Better Business Bureau:
  
  Your organization forwarded Fidelity a complaint from *************. We wanted to make you aware we emailed the client on July 22, 2022, to address the client's complaint. We consider the matter fully reviewed and resolved.
  Sincerely,
  
  Fidelity Investments

  Customer Answer

  Date: 07/28/2022

  [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. Thank you for your help!
  
  Regards,
  
  *************

• Initial Complaint

  Date:07/15/2022

  Type:Customer Service 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.

  I am writing to you to see if there is any interest in helping me recover $2,000.00 taken from me via a forged check against my BDA *** (inherited from my deceased father) that was being managed by Fidelity Investments.-The check was issued to an entity called Yeshiva Machzikel Hadas on October 19, 2021 and cashed on November 12, 2021. - I did not discover the missing funds until February 2022 when I received a ****-R form in the mail, informing me that a distribution was taken unbeknownst to me.- I filed a police report, completed a fraudulent item affidavit, and followed protocol in requesting an investigation by the issuing bank, United ************** which was an ongoing review for the first half of this year.- This morning I received a response via *** that UMB and Fidelity will not recover the funds because I did not investigate and report within 60 days of the fraudulent transaction. I believe this to be an evasive technique to not be bothered with the proper investigation and recovery of the funds. Please note I had no reasonable means of making myself aware of the forged check until February. I do not get email notifications of transactions from Fidelity, and most people do not actively monitor accounts on a daily basis that are invested long term, like a BDA ***. Not to mention, there was great negligence between Fidelity and UMB for not flagging this transaction, a "no signature required check" to an entity I have no association with. I am still reeling that I lost $2,000.00 and neither of these parties wishes to take responsibility. I am wondering why no one has contacted Yeshiva Machzikel Hadas, a private school in Brooklyn, **, to verify why they have drawn funds from the account of *********************, and I am still expected to take a hit on my account for criminal activity.

  Business Response

  Date: 07/21/2022

  Dear Better Business Bureau:
  
  Your organization forwarded Fidelity a complaint from *********************. We wanted to make you aware we emailed the client on July 21, 2022, to address the client's complaint. We consider the matter fully reviewed and resolved.
  
  Sincerely,
  
  Fidelity Investments
  

  Customer Answer

  Date: 07/25/2022

  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. 
  

  I do hope Fidelity does deeper research on what occurred on my account so other customers are not put in a panic like I was when money was suddenly being issued from my account. This situation has me thinking over whether I will even continue to do business with Fidelity in the future because they never provided an explanation of WHY this happened. Their response was slow and even after diligently completing the claim process (filing police report, notarizing paperwork, etc.) it resulted in an instant denial months later because they were lazy and did not want to make my account whole. I can't tell you how many hours of my life I wasted getting this money recovered (which could have been invested all these months). As disappointed and angry I am at Fidelity (and UMB Bank), I am relieved to have the funds recovered.
  
  Regards,
  
  *********************

• Initial Complaint

  Date:07/14/2022

  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.

  I have been getting the run around for the past few days in regards to a check that I deposited into my fidelity checking account. Nobody has been able to resolve my issue and I am just sick out it. I walked into a branch they quickly turned me away. I've spoken to managers and was given incorrect information. If someone can please assist me. I'm seriously thinking about just closing my account. Thank you

  Business Response

  Date: 07/17/2022

  Dear Better Business Bureau:
  
  Your organization forwarded Fidelity a complaint from *********************************. We wanted to make you aware we emailed the client on July 15, 2022, to address the client's complaint. We consider the matter fully reviewed and resolved.
  
  Sincerely,
  
  Fidelity Investments
  

  
  

• Initial Complaint

  Date:07/14/2022

  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.

  My father passed away just under five years ago. He named me as beneficiary of his 403B account through fidelity investments. They mailed me a letter in February with documents to fill out and get notarized, I did just that and sent them back. I never heard from fidelity so I called at the beginning of June, they said they never received my paperwork and asked me to send it again. They said they emailed me a link with documents attached to fill and get notarized. I got an email with a link and no documents. I called back three more times, got transferred to multiple different people, was told each time they resent the email with the documents attached and they never did. I called a fourth time and the woman told me she sent them to me via fax, never received it. Called back a fifth time and a man now told me he sent the documents via fax AND express mail to be safe. I never received a fax but did finally get the documents via mail got them notarized as per it requests in Fidelitys own letter, sent it back. It has now been 14 days I called and they are now saying they need additional documents AGAIN. And refused to tell me what is in the account that was left TO ME by my father, FIVE years ago. They refuse to let me speak to a supervisor, multiple times 6+ to be specific, refused to let me speak to a supervisor or manager. At this point they have all legal documentation, they have death certificate, they have my notarized documentation, and they are refusing to disperse, or even tell me whats in the account, and refusing to let me speak to someone in management.

  Business Response

  Date: 07/17/2022

  To Whom It *** ********************************* forwarded Fidelity a complaint filed under the above referenced case ID.
  
  We confirm we are in the process of reviewing the complaint and will work with the client for resolution. We consider this matter closed with the BBB.
  
  Sincerely,
  
  Fidelity Investments

  Customer Answer

  Date: 07/19/2022

  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. 

  [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,

  *****

   

   

  Business Response

  Date: 07/21/2022

  To Whom It *** ********************************* forwarded Fidelity a follow up complaint filed under the above referenced case ID.
  
  We confirm we are in the process of reviewing the complaint and will work with the client for resolution. We consider this matter closed with the BBB.
  
  Sincerely,
  
  Fidelity Investments
  

  
  

• Initial Complaint

  Date:07/13/2022

  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 recently closed my account after I attempted two wire transfers that they refused to processthey have frozen my assets at an account cash balance of ***** It has been over a week and hours of phone calls I have faxed them now twice my identity verification documents only to not have a resolution. I need my money back because Im a human being and have expenses I was going to place a down payment on a car and was unable to do so due to this account closure. I Will have my attorney reach out if no deposit of my balance is made into my bank account within 24 hours of this complaint.

  Business Response

  Date: 07/14/2022

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

  Customer Answer

  Date: 07/14/2022

  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. 

   

  I provided further the documents requested and they are now requesting irrelevant documents to the case. I have provided all documents as requested and they are still refusing to return my funds to me. 
  
  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,

  Jonah

   

   

  Business Response

  Date: 07/19/2022

  Dear Better Business Bureau:
  
  Your organization forwarded Fidelity rebuttal comments from ***************************. We wanted to make you aware we emailed ******************** on July 18, 2022, to address his additional comments. We consider the matter fully reviewed and resolved and regret that he is unhappy with our response.
  
  Sincerely,
  
  Fidelity Investments