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:04/10/2025

  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.

  This is an administrative issue. Fidelity has informed me that **** mail sent to me was returned to Fidelity by ****. Fidelity told me to verify my address on their website which I did. I informed Fidelity that they are not allowing electronic payments from my account because of the **** issue. I chatted with them and we agreed that my address was correct and "verified". I do receive mail at my address on a daily basis. I am now getting late fees and interest because of Fidelity's error in this matter. I do note that Fidelity refunded a $25 late fee 2 days ago. However, per the attachment, **************** is now saying that they cannot get the electronic payments. I have called, I have chatted and I have sent emails to Fidelity but they will not fix the issue. I have no idea why **** is not delivering their mail to me. **** has been doing so for the last 35 years that I have been a customer. Please escalate to their executive office.

  Business Response

  Date: 04/14/2025

  Dear Better Business Bureau: 
  
  Your organization forwarded Fidelity a complaint from ****** ******. We wanted to make you aware we emailed the client on April 14, 2025, to address the client's complaint. We consider the matter fully reviewed and resolved.
  
  Sincerely, 
  
  Fidelity Investments 

• Initial Complaint

  Date:04/04/2025

  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 attempted to draw money out my *** but it was return i got this racist white on the phone and he stated that i owed 53 and i told him i do not i ask them to investigate 6 years ago and they never did so they took all my money from my *** refuse to send it to me and block ** out and closed my account this racism is real out here

  Business Response

  Date: 04/07/2025

  To ********************************************* forwarded Fidelity a complaint filed under the above referenced case ID.
  
  We contacted our client directly on April 7, 2025, and are currently working on a resolution. We consider this matter closed with the BBB.
  
  Sincerely,
  
  Fidelity Investments

  Customer Answer

  Date: 04/08/2025

  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. 

  They have not contacted me they are lying they will not send my money but close the account 

  Business Response

  Date: 04/09/2025

  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 April 9, 2025, to address the client's complaint. We consider the matter fully reviewed and resolved.
  
  Sincerely,
  
  Fidelity Investments

• Initial Complaint

  Date:04/04/2025

  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.

  My pension plan under ********************************** changed from Vanguard to Fidelity. On Jan 15th I was informed: *********** We have received all of the documentation necessary for your elected Benefits Commencement Date (BCD) of 01/01/2025. You have completed all steps required to collect your pension benefit and there are no additional actions required." And further informed it may take 4-6 weeks. Now I'm told the ********** and or the "counting group" is still delayed and no new information other than a manual count is required, (which I have a letter showing it was already done." Now I'm 4 months without income facing financial credit ruin! I really need some sort of intervention on my behalf because Fidelity case manager, though phones to keep me updated has admitted she can't do anything more than report to me the same "no new news." Please help.

  Business Response

  Date: 04/07/2025

  To Whom It May Concern: 
  
  Your organization forwarded Fidelity a complaint filed under the above-referenced case ID.
  
  We contacted our client directly on April 7, 2025, and are currently working on a resolution. We consider this matter closed with the BBB. 
  
  Sincerely,
  
  Fidelity Investments
  

• Initial Complaint

  Date:04/04/2025

  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.

  In March 2025, I contacted Fidelity NetBenefits to request a 401(k) hardship withdrawal due to a documented medical emergency and separation from employment. I informed two Fidelity representatives (on recorded calls) that I was no longer working and had valid hardship documentation. Although I offered to send it directly, Fidelity refused to accept it, deferring to employer approval, and failed to take any fiduciary action to assistdespite being informed that the employer was unresponsive and refusing to process the ************ employer eventually marked me as inactive only after my hardship submission, triggering a forced full distribution rather than the hardship withdrawal I qualified for under 26 U.S.C. 401(k)(2)(B)(i)(IV). Fidelity withheld $1,982.71 from a $4,443.71 distributionan effective 44.6%, exceeding the federal 20% withholding cap under IRC 3405(c).Fidelity attributed part of this to a loan offset ($3,413.13), yet IRS Notice ******* makes clear that loan defaults are not subject to mandatory 20% withholding. Despite clear notice of my hardship, Fidelity failed to verify eligibility, escalate the issue, or act in my interestviolating ERISA 404(a)(1).This misclassification and refusal to act caused missed bill payments, credit score decline, and derailed my recovery, credit standing, and ability to fund ongoing projects. I dispute the $4,443.71 distribution and request:Refund of improperly withheld funds Correction of 1099-R Fiduciary review under ERISA Compensation for financial, credit, and opportunity-related damages due to Fidelitys mismanagement and regulatory violations

  Business Response

  Date: 04/08/2025

  To *************************************************** forwarded Fidelity a complaint filed under the above-referenced case ID.
  
  We contacted our client directly on April 8, 2025, and are currently working on a resolution. We consider this matter closed with the BBB. 
  
  Sincerely,
  
  Fidelity Investments

• Initial Complaint

  Date:04/02/2025

  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 have repeatedly contacted your office to stop mail being sent to my apartment for someone who hasnt lived here in over two years. Despite labeling every piece Return to Sender as instructed, I continue to receive up to six letters a day. Ive been doing this consistently for two yearswith no change.Ive called and been told this process would stop the mailings, but clearly, it hasnt. At this point, it feels like harassment. Im asking againplease remove this individuals name from all future mailings to my address immediately.

  Business Response

  Date: 04/07/2025

  To *************************************************** forwarded Fidelity a complaint filed under the above referenced case ID.
  
  We contacted our client directly on April 7, 2025, and are currently working on a resolution. We consider this matter closed with the BBB. 
  
  Sincerely,
  
  Fidelity Investments

• Initial Complaint

  Date:04/01/2025

  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 annually receive a stock ***** from my company, Global Payments. I have attached screenshots of the emails that I was awarded in 2025.The ONLY way to accept the stock ***** is to log into the account with **********************. However my account with ********************** is for some reason perma-locked. I HAVE to click online in order to accept the stock ***** otherwise I lose it. I have placed multiple calls to fidelity totaling over four hours to this point, the majority of which is just me on hold.I continue to get the run around about getting to access this stock ***** and I do not want to lose it. HELP I need to have access to this account and I need to be able to access the stock *****. There's no longer a reason for Fidelity to be blocking me from online access.

  Business Response

  Date: 04/09/2025

  Dear Better Business Bureau:
  
  Your organization forwarded Fidelity a complaint from ***** ***** under the above-referenced case ID. We replied directly to the customer in an email sent today, April 9, 2025. We consider the matter thoroughly reviewed and resolved.
  
  Sincerely,
  
  Fidelity Investments
  

  
  

  Customer Answer

  Date: 04/14/2025

  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 HAVE NO PROOF AT ALL OF THIS ***** BEING ACCEPTED.

  THERE IS NOTHING VISUAL THAT CAN BE SHOWN TO PROVE THAT MY AWARD HAS BEEN ACCEPTED

  THEIR AUTOMATED SYSTEM SHOWS AS IF IT HAS NOT BEEN COMPLETED 

  THERE IS NO REASON WHY THEY CONTINUE TO HIDE, OPEN UP THE ACCOUNT. 

  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: 04/22/2025

  Dear Better Business Bureau:
  
  Your organization forwarded Fidelity an additional complaint from ***** ***** under the above-referenced case ID. We replied directly to the customer in an email sent today, April 17, 2025. We consider the matter thoroughly reviewed and resolved.
  
  Sincerely,
  
  Fidelity Investments

  Customer Answer

  Date: 04/23/2025

  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. 

  The matter is not resolved for the consumer, the client, myself.  Fidelity continues to just sit on their hands, having no legal actual recourse to do and just not working to make any progress.

  As you should be able to see BBB they have simply removed the ability to work with the customer and are just "considering the matter resolved" though it is not.  

  At the end of the day, this is about money and they are hindering my access to funds.  BBB should continue to act on behalf of myself to find a resolution, even mediation.  

  HELP!!

  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  Business Response

  Date: 05/01/2025

  Dear Better Business Bureau:
  
  Your organization forwarded Fidelity an additional complaint from ***** ***** under the above-referenced case ID. We replied directly to the customer in an email sent today, April 30, 2025. We consider the matter thoroughly reviewed and resolved.
  
  Sincerely,
  
  Fidelity Investments
  

  
  

  Customer Answer

  Date: 05/01/2025

  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. 

  Please see the attached email from fidelity. essentially they are bullying me saying that BBB is of no help.  It's unfortunate because its a simple resoulution for this customer which is to grant me access to my account. 

   
  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:03/31/2025

  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.

  I am writing to file a formal complaint against Fidelity Investments regarding their improper and potentially illegal restriction of access to my retirement accounts.Details of Complaint Fidelity has locked me out of three separate 401(k) accounts from previous employers, citing my former employment with Pontera as the reason. This action appears to violate several regulations and standards:Violation of ERISA Regulations: As a former employee who has separated from these employers, I am entitled to access my vested retirement benefits under the Employee Retirement Income Security Act (ERISA). Fidelity's actions prevent me from exercising my lawful rights to manage my own retirement assets.Anti-Competitive Practices: Fidelity's decision to restrict my account access based solely on my previous employment with Pontera (a company I no longer work for) appears to constitute an anti-competitive practice. This restriction seems designed to penalize individuals who have worked for companies that Fidelity may view as competitors in the financial services industry.Current Employment Status: I am no longer employed by Pontera. My previous employment relationship with that company should have no bearing on my ability to access retirement accounts from other employers that happen to use Fidelity as their plan administrator.Multiple Accounts Affected: This restriction has been applied to three separate employer 401(k) accounts, demonstrating that this is not an isolated incident but rather a systematic policy being applied against me based on my employment history.

  Business Response

  Date: 04/07/2025

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

  Customer Answer

  Date: 04/08/2025

  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 am not satisfied because I can't read the message that Fidelity sent me because they locked me out of my account. How can they say the issue is resolved when I can't access their response because of them locking me out of my account in the first place.
  
  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,

  Hannah

   

   

  Business Response

  Date: 04/22/2025

  To ********************************************* forwarded Fidelity a complaint filed under the above referenced case ID.
  
  We contacted our client directly on April 21, 2021, and are currently working on a resolution. We consider this matter closed with the BBB.
  
  Sincerely,
  
  Fidelity Investments
  

  
  

  Customer Answer

  Date: 04/23/2025

  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 was never contacted by them. I just want access to my account back.
  
  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,

  Hannah

   

   

  Business Response

  Date: 04/30/2025

  Dear Better Business Bureau:
  
  Your organization forwarded Fidelity a complaint from ****** *******. We wanted to make you aware we emailed the client on April 4 and 24, 2025, to address the client's complaint. We consider the matter fully reviewed and resolved. We regret that ****** ******* is unhappy with our response.
  
  Sincerely,
  
  Fidelity Investments
  

• Initial Complaint

  Date:03/28/2025

  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 took an early withdrawal from a **** *** account at ********************** on 1/15/25 with the intentions of returning the funds within the *** required 60 day rollover period. I had to take a second withdrawal two weeks later on 1/31/25. When I called Fidelity to deposit the funds on 3/12/25 the representative told me that the second withdrawal was not due until the end of March and that I could call back at that time to make that deposit. The first amount was redeposited with no issue on 3/12/25. When I called back on 3/26/25 to make the second deposit I was told that the *** limits you to one 60 day rollover per 12 months and that my previous deposit on 3/12/25 completed that rollover. I requested to speak with a supervisor and was told that the individual I talked to on 3/12/25 made an error but there was nothing they could do about it. I am now going to have to pay the 10% early withdrawal penalty eventhough I had the funds to redeposit to avoid that penalty.

  Business Response

  Date: 03/31/2025

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

  
  

• Initial Complaint

  Date:03/26/2025

  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.

  My complaint appears to be a common problem with others that have reported to the BBB. My employer changed their service provider from ****** to Fidelity in January 2025. I set up my initial login in early January to establish online account access. I tried to access my account on March 25, 2025, but received notice that the account was blocked and to call the toll free number. After contacting the number twice, the only options that I was given was to send information to Fidelity through a personal cell phone, which I do not have the ability to perform. I requested alternative options but was told that there were none available. I'm willing to provide whatever information Fidelity needs to unblock my account other than through a personal cell phone. My concern is that Fidelity is being inflexible and not valuing or understanding the concerns of their customers. After unsuccessfully making any progress with Fidelity, my next phone call was to my former employer expressing disappointment in making the change of service providers from Alight to Fidelity. My biggest concern is that my 401(k) balance is not safe with Fidelity and that some members of their customer service may not understand that not everyone is comfortable with or has access to certain cell phone technology needed to access an account or that individuals may prefer not to provide private personal cell phone information to Fidelity or do not want to tie financial information to their personal cell phone use.

  Business Response

  Date: 04/07/2025

  To *************************************************** forwarded Fidelity a complaint filed under the above-referenced case ID.
  
  We contacted our client directly on April 1, 2025, and are currently working on a resolution. We consider this matter closed with the BBB. 
  
  Sincerely,
  
  Fidelity Investments

• Initial Complaint

  Date:03/26/2025

  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.

  I started my claim with Fidelity January 23, 2025 and informed them of the death of the account holder. I am fully aware of who the beneficiaries are as I have printed paperwork and serve as the executor to the estate. With this said Fidelity did quickly pay out the smaller accounts to beneficiaries, but the large $416,000 401(k) remains in limbo. We have ALL sent the required documents including death certificate, social security card or W2 showing taxpayers ID and anything they have requested. The big problem is, they are unwilling to give any of us any real updates and keep telling us to check again in 5, 10, 15 business days. They say they will send us communications but only want to do it by mail. There is no transparency and all beneficiaries are left frustrated. One of the beneficiaries is also a financial advisor and emphatically states there is no reason this process should be taking this long. People are depending on these funds and Fidelity has been awful. This is our rightful money and they are doing nothing to make the situation speed along. I was debating on getting the state or my attorney involved as it has been over two months and nobody has any clue what is going on. We always get different answers (albeit very vague). My biggest concern is their lack of urgency will leave the beneficiaries at a large loss due to the economic downturn. We worry the account will be far less valuable than than when our dear friend passed. I am requesting Fidelity stop giving us the go-around and actually finish their job they should have done a month ago.

  Business Response

  Date: 04/02/2025

  To ********************************************* forwarded Fidelity a complaint filed under the above-referenced case ID.
  
  We contacted our client directly on April 1, 2025, and are working on a resolution. We consider this matter closed with the BBB.
  
  Sincerely,
  
  Fidelity Investments