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:01/31/2025

  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 bank account with ********************** that was open earlier this year. I had funds wired to my account and while trying to make purchases fidelity blocked my cards. When I reached out to fidelity they told me they would review my transactions and they did and I verified it was me and they told me they would reactivate my debit cards but instead the closed my account. When I reach out to them they told me that they had to review my account to see why it was close they told me to wait thirty days and in thirty days they would give me an answer. When I called fidelity bank they told me that they decided to just not open the account back and didnt give me any reason. When i ask about receiving my few thousands of dollars that was left in my account they told me to reach back out in a couple days they would send me a check for what is left in account. Now they are refusing to return funds it has been months and I have had bills go unpaid and credited affected because they will not release my funds that was taken without reasoning. If this is not resolved in a timely fashion i will have my legal representative issue a law suit and get this resolves

  Business Response

  Date: 02/02/2025

  Dear Better Business Bureau:
  
  Your organization forwarded Fidelity a complaint from ******* ******. We wanted to make you aware we emailed the client on January 31, 2025, to address the client's complaint. We consider the matter fully reviewed and resolved.
  
  Sincerely,
  
  Fidelity Investments

  Customer Answer

  Date: 02/03/2025

  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,

  *******

  The business sent me a email but did not specify why they are not returning my funds to me. I called them after receiving the email and they hung up in my face while I was asking the question about what is the reason for not giving me my funds. Like I said previously I did not do any fraud or anything illegal to receive this kind of service for money that Ive worked hard for. 
  i understand banks can choose not to work or continue business with anyone they choose all I want is to be treated right and get my funds sent out to me and they dont have to deal with me anymore.

   

  Business Response

  Date: 02/05/2025

  Dear Better Business Bureau:
  
  Your organization forwarded Fidelity a complaint from ******* ******. We wanted to make you aware we emailed the client on February 5, 2025, to address the client's follow-up complaint. We consider the matter fully reviewed and resolved. We regret that ******* ****** is unhappy with our response.
  
  Sincerely,
  
  Fidelity Investment

• Initial Complaint

  Date:01/30/2025

  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.

  For the past two weeks I have been trying to get money from my account. I only wanted to withdraw a portion. My son and caretaker is moving overseas. I need the money for assisted living. They keep telling me it's under review. I have gone into the office with my ID. They tell me with an EFT that it will be transferred to my account in the morning. It isn't there. I have lost my spot in Assisted Living and have nowhere to go. They keep saying it's under review. It's my money and they won't give me even a portion of it.

  Business Response

  Date: 02/05/2025

  Dear Better Business Bureau: 
  
  Your organization forwarded Fidelity a complaint from ***** ****. We wanted to make you aware we called the client on February 4, 2025, to address the client's complaint. We consider the matter fully reviewed and resolved.
  
  Sincerely, 
  
  Fidelity Investments 

• Initial Complaint

  Date:01/30/2025

  Type:Sales and Advertising 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 had a 457 b plan with my previous employer. The provider for that employer was fidelity. When I transferred to my new job, I requested a rollover. I sent in requested paper work 3 weeks prior to the required date. I called at least 5 times after to confirm they had initiated the transfer. I called so many times to ensure that they have everything they need to provide me the transfer check. They have last year made another mistake by during distributions, despite me sending and confirming they had everything. Their customer service opened the file and confirmed they had everything and apologized for it then. I lost a few hundred dollars. This time it is a larger sum, and they have not yet done it! So now I loose thousands on taxes or opt to keep my money there with distributions on a selected year, frequency and amount (they want me to commit to a provider despite not liking their service. I needed to move to ********. The final time for my selection was 12 midnight. I would like to have my money to rollover.

  Business Response

  Date: 02/11/2025

  Dear Better Business Bureau:
  
  Your organization forwarded Fidelity a complaint from Sananjay *****. We wanted to make you aware we called the client on February 10, 2025, to address the client's complaint. We consider the matter fully reviewed and resolved.
  
  Sincerely,
  
  Fidelity Investments
  

  
  

  Customer Answer

  Date: 02/11/2025

  [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 I am satisfied with how the matter was handled and resolved. The transfer should be complete in the next few days. 
  
  Regards,
  
  Sananjay *****

• Initial Complaint

  Date:01/30/2025

  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.

  On or about the beginning of December 2024 I began the process of transferring my previous employer 401k (**** and Traditional funds) over to Fidelity Investments. I called Fidelity to get the information I needed for this process. I was told to submit a statement balance of the account and fill out a form. Then I need to upload these documents to Fidelity via the Netbenefits App. I completed this task. I was also informed to ensure the checks were made out to "FIIOC FBO owner". Unfortunately the issuing agent made the checks out incorrectly. And once Fidelity got these checks.....that's where the circus began. I got conflicting information about the problem from different people I spoke to at Fidelity. Every time I called I had to speak to some different. Finally I spoke to someone who got the story straight! Nobody until that last person KNEW that the checks were made out incorrectly! So I got that fixed!! Now I have my checks in my possession and I am not able to upload them into the NetBenefits app. Why? Because it's NOT that simple! You have to complete a deposit slip online first which is not stated or I was not told til I called and asked why the *********** app only accpeted HSA deposits!!!! So todays phone call to Fidelity was another smaller circus. Now I have to also provide a date of when I started to deposit funds into this account. My previous employer account has been handled by 2 if not 3 account managers! The individual I spoke today was borderline getting rude and I had to specifically inquire about the statement he was reading to ensure he saw on that statement TWO accounts ($149k and ************* he seemed confused on which was **** and which was traditional funds. Calling and speaking to someone different every time is frustrating. It would be nice if say these individuals allowed you contact them again about problems/issues questions so that I did not have to explain everything again. Thanks,****** *******

  Business Response

  Date: 02/05/2025

  To *************************************************** forwarded Fidelity a complaint filed under the above-referenced case ID.
  
  We contacted our client directly on February 5, 2025, and are currently working on a resolution. We consider this matter closed with the BBB. 
  
  Sincerely,
  
  Fidelity Investments

  Customer Answer

  Date: 02/05/2025

  On Feb 4th a *** by the name of **** reached out to me. Unfortunately I was busy but got her voice message. I was SO GLAD to hear from her on my complaint. She said she would take care of my issue with my deposit. Not ONLY did she do that, she got it done EXPEDITIOUSLY!!!! My deposit was done in less than two days!!! THANK YOU!!!!!!! I feel bad that it came to this but unfortunately I just didnt feel I was getting the correct info I needed fast enough. 
  

  I would STILL recommend Fidelity to family and friend!
  

  Thank You ****! 
  ****** Carroll 

• Initial Complaint

  Date:01/28/2025

  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.

  Direct cancellations form provided with total loss of vehicle, mileage, paid in full letter, original *** contract and original mechanical vehicle contract. Fidelity processed my cancellation and then refunded the money to the dealership. No one at the dealership (******) will provide an update or return my calls. ****** denies any partnership with dealership initially. Why did you send my refund to the dealership when the care was pain in full and the letter provided as proof when direct cancellation was filed?

  Business Response

  Date: 01/29/2025

  Dear Better Business Bureau:
  
  Your organization forwarded Fidelity a complaint from ***** *******. This matter appears to be intended for a third-party company, Fidelity Warranty Services, ***** which is not affiliated with Fidelity Investments. We respectfully request that you redirect this matter to the appropriate party for consideration.
  
  Sincerely,
  
  Fidelity Investments

• Initial Complaint

  Date:01/28/2025

  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.

  Submitted an online request for lump sum payment on my pension to Fidelity Nov ****** as required per the website at my employers. All pension info was blanked after that. No confirmation or phone call or email from Fidelity. After the 90 period I still not receive any info on the status of my payment. Called them on Jan 13 , 25 and was told by the person I spoke to she would check with the correct **** if the request had been received and being processed. She stated if had not she would call me back in 2 days. If I did not hear from her it meant they were working no it. Did not receive a call. The next week I called Fidelity again because at this point Im trusting them. I was told no they were not working on it and a packet had been sent on 1/14/25 ( same day Im calling) and there was paperwork I had to fill out and returned. I inquired why they didn't email or have it electronically available. Who does paper and mail these days? On 1/27/25 I still had not received anything so I called again. They just laughed and said it would probably be there that day. **** had already notified of that days mail delivery and nothing showed from Fidelity. I asked for the packet to be expressed overnight sent as I need my money it Ive given the run around. After /if I get the packet, once filled out and returned it would be another 60 to 90 days or how ever long they decide to take, for the release of my money. I still have not received the Express Overnight packet, which they let me know they would pay for. Why are they holding my retirement pension hostage? Cant ever talk to the same person and each one has a different explanation or solution. No sense of urgency to assist a customer. Im definitely going to let the ********************** I retired from - that has thousands of employees 401s and *** accounts with ********************** know what a terrible experience it has been.

  Business Response

  Date: 01/30/2025

  To *************************************************** forwarded Fidelity a complaint filed under the above referenced case ID.
  
  We contacted our client directly on January 29, 2025, and are currently working on a resolution. We consider this matter closed with the BBB. 
  
  Sincerely,
  
  *** *****
  Fidelity Investments

• Initial Complaint

  Date:01/27/2025

  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.

  Subject: Urgent Request for Resolution Regarding Unreleased Deposits and Fraudulent Chargeback Dear Fidelity Investments,I am writing to formally address and seek resolution for the following unresolved matters with my Fidelity Investments account:Unreleased Deposits:A deposit of $99 has not been released to me.A deposit of $149 remains withheld.?Despite multiple attempts to resolve this matter, these funds have yet to be credited to my account or returned to me.Fraudulent Chargeback for $4,400:?This is the second time I have had to file a chargeback for $4,400, which is a fraudulent transaction linked to Top Tier Auto. Fidelity Investments has requested documentation such as the car title and warranty information to resolve this matter. I have repeatedly provided evidence that I neither have possession of the vehicle nor have I utilized it.Furthermore, Fidelity Investments has accused me of engaging in fraudulent activity by alleging that I have been using the vehicle. This baseless accusation is both unwarranted and discriminatory. Despite my clear efforts to prove otherwise, Fidelity has failed to acknowledge the evidence I have provided and continues to hold me responsible for a charge that is entirely fraudulent.Account Closure and Discrimination Concerns:?My account has been closed, and I was informed that Fidelity is working with the car dealer involved in this fraudulent transaction. I believe this situation has been mishandled, and I feel discriminated against due to Fidelity's unjust accusations and refusal to release my funds.I kindly request the following actions:The immediate release of the withheld deposits ($99 and $149).A resolution to the $4,400 chargeback and acknowledgment that I am not in possession of the vehicle nor responsible for this charge.A formal investigation into the handling of my account and the baseless accusations made against me.

  Business Response

  Date: 02/04/2025

  Dear Better Business Bureau:
  
  Your organization forwarded Fidelity a complaint from ****** *****. We wanted to make you aware we emailed the client on February 4, 2025, to address the client's complaint. We consider the matter fully reviewed and resolved.
  
  Sincerely,
  
  Fidelity Investments
  

  
  

• Initial Complaint

  Date:01/25/2025

  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 Jan. 22, 25 I open up an synchrony account with an *****. I received an email on the same day stating changes were made to my account. The on Jan 23. 25 I received another email saying congrats my account is compete. Then when I called Friday 24th they said my account was closed. I was going to transfer money. I called 3 times and spoke with *****s. The second ***** was checking status and the call disconnected and the 3rd time the ***** said I will get a letter. My problem is I gave synchrony my personal information and my two sons information such as social security numbers. I'm concerned what will happen now they have personal information. I like this matter investigated. I don't want this on line banking to do any fraud dealings with our personal information. It was a high yield savings account I open up and my son's were the beneficer. Please contact this company and find out what is going on. Thank you

  Business Response

  Date: 01/27/2025

  Dear Better Business Bureau:
  
  Your organization forwarded to Fidelity a complaint from ****** ******. It appears that this matter was intended for a third-party company, Synchrony Bank, which is not affiliated with Fidelity Investments. We respectfully request that you redirect this matter to the appropriate party for consideration.
  
  Sincerely,
  
  Fidelity Investments

• Initial Complaint

  Date:01/25/2025

  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.

  On Dec 10, 2024 Fidelity was called, and I reported fraudulent attempt by someone to withdraw money from my 401k. In conversation with ***************** they were able to see same and advise the transaction was in process, but due to some error on person attempting the transaction it was a failure. fortunately, no money was taken. My account was blocked and could not be accessed via computer. I called them when I discovered the account was blocked and was told by Fidelity it would remain that way during investigation. I have called numerous times asking when I can have access again as I want to make changes to my investment's asset allocation and return to my daily monitoring of me account. They continue to tell me they do not have a timeline they can release to me. This so-called investigation is now 30+ days old and I believe nothing is being done. Since there was no money actually lost, the process should be relatively simple for a professional fraud department to resolve. My interest is to have access to my account once again as soon as possible. Please help.

  Business Response

  Date: 01/29/2025

  To Whom It May Concern: 
  
  Your organization forwarded Fidelity a complaint filed under the above-referenced case ID.
  
  We contacted our client directly on January 29, 2025, and are currently working on a resolution. We consider this matter closed with the BBB. 
  
  Sincerely,
  
  Fidelity Investments

  Customer Answer

  Date: 01/30/2025

  [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:01/24/2025

  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.

  Details of transaction:1. I never received a notification from Fidelity about a breach that happened last year August ******. Because of the breach, Fidelity decided to hold any check deposits for 16 days before releasing the cash into the account of the client 3. When the client looks at their account, it appears as though the cash is available. But upon further digging the amount deposited is only available for trading and not for cash. There was no notification sent out that there would be a 16 day hold on checks.4 This practice is done, even though the check has already cleared with the person who wrote it, so Fidelity is sitting on the money and getting interest and the client cannot access their own cash.5 because of this new rule, that I was never notified about, I paid my daughters college tuition, and it bounced out of the account twice.Upon further investigation and calling Fidelity, they explained to me the situation due to the breach. The college has charged me $50 for these two bounced trans 6 I requested Fidelity reimburse me the $50 and they said they would not. I am seeking reimbursement for $50. And also for sneaky practices of holding onto money, even though its cleared the bank account from which the original check was written from.

  Business Response

  Date: 01/28/2025

  Dear Better Business Bureau:
  
  Your organization forwarded Fidelity a complaint from ****** ******. We emailed the client on January 27, 2025, to address the client's complaint. We consider the matter thoroughly reviewed and resolved.
  
  Sincerely,
  
  Fidelity Investments

  Customer Answer

  Date: 01/29/2025

  [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,
  
  ****** ******