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

  238 Main St Cambridge, MA 02142-1016

• 

  Fidelity Investments

  44 Mall Rd Burlington, MA 01803-4536

• 

  Fidelity Investments

  155 Congress St Boston, MA 02110-2511

• 

  Fidelity Investments

  200 Endicott St Danvers, MA 01923-3619

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:05/05/2025

  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.

  Fidelity Investments c/o Better Business Bureau My name is ****** *****, and I am writing to formally request the reinstatement of my online access to my 401(k) account held with **********************. For reference, my date of birth is ***************, and I can be reached at **************. My current address is *********************************************Approximately two years ago, Fidelity closed my personal checking account, which resulted in the termination of my overall online access. While I understand and accept the closure of the banking relationship, I do not understand why this has impacted my ability to access my employer-sponsored 401(k) account, which remains active and is entirely separate from the closed checking ********** it stands, I am unable to view my account balance, access statements, or manage my 401(k) account online. This includes the inability to initiate or review loan requests digitally. When I am forced to request documents by phone, I am charged additional fees to have paperwork mailedfees that were never part of the original terms and conditions of the retirement plan I agreed to.This restriction has also prevented me from receiving important communications such as statements and tax documents, placing me at a significant disadvantage and potentially affecting my financial planning and tax reporting.I am formally requesting that Fidelity immediately restore my online access solely for the purpose of managing my 401(k) retirement account. I believe this is a reasonable request, given that the account remains active and that no valid justification has been provided for the continued restriction.If this issue is not resolved promptly, I am prepared to escalate this matter further through appropriate regulatory channels. I trust that Fidelity values ethical practices and customer service and will treat this issue with the seriousness it deserves.

  Business Response

  Date: 05/06/2025

  Dear Better Business Bureau:
  
  Your organization forwarded Fidelity a complaint from ****** *****. We wanted to make you aware we emailed the client on May 6, 2025, to address the client's complaint. We consider the matter fully reviewed and resolved.
  
  Sincerely,
  
  Fidelity Investments
  

  
  

  Customer Answer

  Date: 05/06/2025

  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. 

  I got the email with a link in which I can not read since my online access is blocked. Clearly why I opened the BBB report. 
  
  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: 05/07/2025

  Dear Better Business Bureau:
  
  Your organization forwarded Fidelity a complaint from ****** *****. We wanted to make you aware we emailed the client on May 7, 2025, to address the client's complaint. We consider the matter fully reviewed and resolved.
  
  Sincerely,
  
  Fidelity Investments

  Customer Answer

  Date: 05/07/2025

  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. 

  This matter is bit resolved as next steps would be to take legal actions against the company. 
  
  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:05/05/2025

  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.

  I raised a dispute on my Fidelity HSA Debit card transactions - $199 and $99 I called fidelity twice to confirm the status on dispute and both time customer service person told me -the dispute was resolved in my favor and the credit I have received is permanent.I got a letter today from Fidelity that they sent me a letter on 4/21/25 asking more information/documentation and since I did not respond they are closing my dispute and reversing my credit.I never received the said letter and I have contacted fidelity numerous times and have not been able to get in touch with a single person who could help me with this.

  Business Response

  Date: 05/06/2025

  To ********************************************* forwarded Fidelity a complaint filed under the above referenced case ID.
  
  We contacted our client directly on May 6, 2025, and are currently working on a resolution. We consider this matter closed with the BBB.
  
  Sincerely,
  
  Fidelity Investments

• Initial Complaint

  Date:05/05/2025

  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.

  They withdrew the funds from my bank account on April 1st, but to this day, they still don't allow me to use my money to invest. They told me that my funds won't be available for investing until May 15th which is ridiculous, considering they already took the money. I was told I could place orders through their agents, but when I did, my order was processed as a margin order, even though I have sufficient funds in my account.

  Business Response

  Date: 05/06/2025

  Dear Better Business Bureau:
  
  Your organization forwarded Fidelity a complaint from ******* **********. We wanted to make you aware we responded by email to the client on May 6, 2025, to address the client's complaint. We consider the matter fully reviewed and resolved.
  
  Sincerely,
  
  Fidelity Investments

• Initial Complaint

  Date:05/02/2025

  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.

  Approximately six months ago, I used what appeared to be an interactive retirement planning tool on ********* website. At no point was it made clear that clicking through this tool would result in enrollment in a paid ******** ************************ I was never asked to confirm or authorize such enrollment, nor did I receive any direct notice that fees would be charged as a result.Since that time, I have been unknowingly charged approximately $70 per quarter, automatically deducted from my investment earnings. I was never billed directly, nor provided with any explicit disclosure or summary of these charges. I only recently discovered the existence of these deductions.This practice feels deceptive and lacks the level of transparency expected from a fiduciary institution. The fact that an innocuous user interaction resulted in ongoing ******************** charges without clear consent is deeply troubling.I am requesting a full refund of all fees charged under the managed account service and that ******** revise its user interface and disclosures to prevent similar incidents for others.Desired Resolution:Full refund of all fees charged related to the ******************************** Clearer consent and notification practices implemented by *************** acknowledgment of the complaint and steps taken to address the issue

  Business Response

  Date: 05/05/2025

  Dear Better Business Bureau:
  
  Your organization forwarded Fidelity a complaint from ******** ********. It appears that this matter was intended for a third-party company, ********, 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:05/02/2025

  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 contacted Fidelity NetBenefits almost two months ago. I have been unable to gain access to my account. They claim they are working on it. First they tell me its my employer that is not letting me in, but of course my employer is matching whats put in and I even had them on the phone at the same time so that was denied. Then time and again have said they put in tickets to find out what is going on. But to no avail this issue still remains. They claim its my issue. They go put me on hold unlock one time then I can get in one time but if I want to check it later I cannot. I have explained this repeatedly and it does not work. This gentleman a customer support manager ***** yesterday advised me he didnt see where I was locked out. And told me he was the highest I could go. I have pictures where I cant get in. Its my money, my companys money but legally they are blocking me. This all started this year. I requested someone higher to look into this and I was denied. They need to fix this issue. And stop blaming someone else for their problem. Im tired of calling. And the result not found. The man even tried to ask me birthdates of my ex husbands family members to verify who I was. As if thats not insulting. What kind of business is fidelity running. I want a call from a manager.

  Business Response

  Date: 05/06/2025

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

  
  

  Customer Answer

  Date: 05/13/2025

  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
  First I want to mention I was in correspondence with a woman from the ***************** Ms. ** but here is what happened after explaining to her she sent it over to the IT again. I tried to again log in nothing. Okay so next I leave another message on her voicemail that this has a possibility to do with me being involved in 2023 hacking situation with the people that worked at Fidelity. The following day I received another call from Ms.H and she explained I was over looked as being one of those people. And now that they know this I need to reset my password and go through this whole other situation but because of course her schedule and my schedule don't line up I have to wait. Now. I ask again about the 2023 hacker situation because how was it fidelity overlooked me and now this is coming back around to me this year and what happened to that situation? I asked the question to her,and she advised me that she can't tell me because she doesn't have access but she can assure me nothing happened. I ask her for someone higher to tell me because that's not what I understand to be true. She said again she can see it because I just started calling on my account this year,again I said how would you know if you overlooked me since 2023? I was the one who told you about it. None of the IT personnel caught it and neither did you until I mentioned it,and I said the calls are recorded. I just got locked out of my account this year. And still because of scheduling and they assigned her to me, Fidelity sorry but no. Legally this is wrong. 
  Regards,

  Jovanca

   

   

  Business Response

  Date: 05/18/2025

  To Whom It May Concern: 
  
  Your organization forwarded Fidelity a complaint filed under the above-referenced case ID.
  
  We contacted our client directly on May 12, 2025, and are currently working on a resolution. We consider this matter closed with the BBB. 
  
  Sincerely,
  
  Fidelity Investments

  Customer Answer

  Date: 05/20/2025

  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.
  
  To whom this may concern,

  I understand they may be working on this but as I said legally to keep someone locked out of an account they are funding is wrong. I can't see anything I have to rely on others to make decisions for me to go over things for me and I don't like it. This is my account,with my name on it. It should be secure and accessible to me and not just Fidelity. That is egregious. For months you have had access to an account with my name on it and no one has given me a reason why except to say they are working on a resolution. It's like someone changed the locks on your house,moved in and you don't know why and said to you we'll give you a call when we move out.
  
  Regards,

  Jovanca

   

   

  Business Response

  Date: 06/08/2025

  Dear Better Business Bureau: 
  
  Your organization forwarded Fidelity a complaint from ******* ******. We wanted to make you aware we mailed a letter to the client on May 22, 2025, to address the client's complaint. We consider the matter fully reviewed and resolved.
  
  Sincerely, 
  
  Fidelity Investments 

• Initial Complaint

  Date:04/30/2025

  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.

  COMPLAINANT:*******-*******: Flowers c/o ********************************************** [66109]Email: ***************** Phone: ************ BUSINESS NAME:Fidelity Investments ********************************** Phone: ************** Website: ****************************** Complaint Summary I, *******-*******: Flowers, am submitting this formal complaint against Fidelity Investments for the improper denial of my 401(k) rollover/cashout request. I have not been employed by ************** since January 2025, and my employment separation is valid and lawful.Despite this, Fidelity refuses to release or rollover my vested retirement funds, citing an "active" employment status code provided by ************** that has not been corrected. I have made repeated attempts to contact ** to correct this status, but they have not responded. Fidelity continues to claim that they cannot act without GMs confirmationeven though federal law allows plan participants to access retirement funds upon separation from employment.This delay is unlawful, unethical, and is now placing me in financial crisis. I am currently facing foreclosure, and Fidelitys inaction is causing undue harm and hardship. The company has made no good faith effort to resolve this issue or provide an alternative path to confirm my employment separation status.Desired Resolution:I request that Fidelity Investments:Immediately release, rollover, or cash out my 401(k) plan, as permitted under *** regulations and ERISA statutes upon separation from service.Cease requiring unverifiable third-party confirmation that contradicts my current employment status.Provide a written explanation of the internal policy being used to deny access to my retirement funds.If Fidelity fails to comply, I will escalate to the *******************, ***, and ***, and pursue legal remedies under ERISA 502 for fiduciary breach and damages.

  Business Response

  Date: 05/05/2025

  To ********************************************* forwarded Fidelity a complaint filed under the above-referenced case ID.
  
  We contacted our client directly on May 2, 2025, and are currently working on a resolution. We consider this matter closed with the BBB.
  
  Sincerely,
  
  Fidelity Investments

  Customer Answer

  Date: 05/06/2025

  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. 

  no contact has been made.  Still no resolution!
  
  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: 05/12/2025

  Dear Better Business Bureau:
  
  Your organization forwarded Fidelity a complaint from ******* *******. We wanted to make you aware that we emailed the client on May 2 and 7, 2025, and we called the client on May 8, 2025, 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:04/30/2025

  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 experiencing technical issues with "Fidelity Investments" for a few days. I am unable to access my account. Yesterday, I spoke with a customer service representative who informed me that the company's entire system, likely related to security, is down. I'm unsure how long this issue will persist. Now I'm starting to worry about the safety of my account; I fear that this could indicate a security breach, and that bad actors might have access to my personal information. While this is all hypothetical, it's a cause for concern!Thanks.

  Business Response

  Date: 05/05/2025

  Dear Better Business Bureau: 
  
  Your organization forwarded Fidelity a complaint from **** ********. We wanted to make you aware we contacted the client by email on May 2, 2025, to address the client's complaint. We consider the matter fully reviewed and resolved.
  
  Sincerely, 
  
  Fidelity Investments 

• Initial Complaint

  Date:04/29/2025

  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.

  Fidelity paid 50 thousand dollars to someone from my retirement account on a scam. They blamed me and refused to refund the stolen funds. They alleged that I gave the scammers my information as their basis for refusing to compensate me for the loss. That claim by Fidelity is completely false. They have denied their responsibility for getting scammed.

  Business Response

  Date: 05/01/2025

  To *************************************************** forwarded Fidelity a complaint filed under the above-referenced case ID.
  
  We contacted our client directly on April 30, 2025, and are currently working on a resolution. We consider this matter closed with the BBB. 
  
  Sincerely,
  
  Fidelity Investments

• Initial Complaint

  Date:04/28/2025

  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 recently opened a checking account (account: ********** with Fidelity. I deposited $500 on 4/15/25 to try the account before moving all of my money over. It's been a couple weeks, and Fidelity still won't allow me access to my money to write checks. What good is an account that won't allow you to make withdrawals? I tried to e-mail Fidelity through its website, but there was no way to do so. I tried to initiate a webchat, but Fidelity's website wouldn't let me.

  Business Response

  Date: 04/30/2025

  Dear Better Business Bureau:
  
  Your organization forwarded Fidelity a complaint from ******* ********. We wanted to make you aware that we emailed the client on April 29, 2025, to address the client's complaint. We consider the matter fully reviewed and resolved.
  
  Please note that complaint #******** is related to complaint #********, which was previously filed with our firm.
  
  Sincerely,
  
  Fidelity Investments
  

  
  

• Initial Complaint

  Date:04/28/2025

  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.

  Multiple transactions have been made to my account without my consent. This happened in multiple states throughout the **, as well as ******. I can provide my statements with the amounts and dates charged to my debit card that were *************** card was charged multiple times equaled out to be a total of around $5,000. This was all my funds that I have.Fidelity has a customer protection guarantee that states: Fidelity will reimburse your Fidelity account if we conclude that there was unauthorized activity resulting in a loss and that the activity occurred through no fault of your own.I have reached out to Fidelity multiple times and have not received any sort of contact back. This was put into the hands of the fraud department in ********, and they are withholding information. They have been very unprofessional and no help to me regarding this issue.

  Business Response

  Date: 05/05/2025

  To ********************************************* forwarded Fidelity a complaint filed under the above referenced case ID.
  
  We emailed our client directly on May 3, 2025, and are currently working on a resolution. We consider this matter closed with the BBB.
  
  Sincerely,
  
  Fidelity Investments