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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/01/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On Aug 19th I called Fidelity to disburse my 401K and *** Rollover account in order to apply those funds for a down payment on a first-time home. The first thing I ask was if my last name was listed under *******, she confirmed yes and failed to tell me I also needed to check with the *** rollover ***** So because I had no idea the rollover department had my maiden last name on file when I received my 401k disbursement check it was made out with my maiden last now. This has now caused me a big setback, I had to call Fidelity to ask them to stop the check. No one bothered to tell me I needed to change my last name in the *** rollover account. When I made the change they also failed to tell me there was a problem with my "marriage certificate" and how they would not make it change because it showed my maiden name. Wow! I called records and they confirmed it will only show my maiden name. I need those funds to reflect before Sep 22nd for a downpayment, I want Fidelity to rush the check!
Business response
09/07/2021
Dear Better Business Bureau:
Your organization forwarded Fidelity a complaint from ***************************. We wanted to make you aware we emailed the client on September 46 2021, to address the client's complaint. We consider the matter fully reviewed and resolved.
Sincerely,
Fidelity InvestmentsCustomer response
09/08/2021
[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
08/27/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
My husband died. This company sends me 401k information in my name, to my address, referencing my husband. There is a website they referred me to, so I could log in and see what holdings my husband had and how they're invested. The website has been down for 3 months. There is a phone number provided. The only way anyone says they will speak to me is if I provide them with my dead husband's complete social security number over the phone, to a phone number they give me, and only over the phone. No written communication accepted, no office visits offered. This screams scam and as far as I can tell, they're stealing his money by withholding it from his designated beneficiary. I want alternate, legitimate ways to confirm and resolve this issue.Business response
08/31/2021
Dear Better Business Bureau:
Your organization forwarded to Fidelity a complaint from ***********************, regarding security concerns while attempting to access her account. We wanted to make you aware we called out to ************** on August 30, 2021, to address the client's complaint. We consider the matter fully reviewed and resolved.
Sincerely,
Fidelity InvestmentsCustomer response
09/01/2021
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.
Well, they gave me a call and determined there was confusion on their end caused by the difference between my old account and my account as beneficiary. This has indeed been resolved. It is unfortunate that it took me filing with the BBB in order to reach a fairly simple straightforward resolution, but I'm glad we're there.
Regards,
***********************Initial Complaint
08/26/2021
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Bank closed account now refuse to release funds 60days in im falling behind on billsBusiness response
08/27/2021
To Whom It *** ********************************* forwarded Fidelity a complaint filed under the above referenced case ID.
We contacted our client on August 27, 2021, and are currently working on a resolution. We consider this matter closed with the BBB.
Sincerely,
Fidelity InvestmentsCustomer response
08/30/2021
[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,
Athukoralage AthukoralaInitial Complaint
08/26/2021
- Complaint Type:
- Order Issues
- Status:
- Resolved
Around the end of Jan 2021 I opened a account with Fidelity. Between Feb 5 - Feb 6 I made deposits to the account. My checking account with my money in it got messed up. Some of my transactions that I made from my actual bank account didnt go through. I have a total of ******* that Fidelity is holding. I have called them several times and demanded to send my money back to external account or send me a check. I think that it crazy that I have to send proof of my identity, proof of my address, copy of bank statements, copy of my social security number. **** I didnt have to have all that when I opened my account. I feel like that is a form of thief.Business response
09/02/2021
Dear Better Business Bureau:
Your organization forwarded Fidelity a complaint from *********************. We wanted to make you aware we emailed the client on September 2, 2021, to address the client's complaint. We consider the matter fully reviewed and resolved.
Sincerely,
Fidelity InvestmentsCustomer response
09/03/2021
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,*****
I am rejecting to the email that is still demanding two proofs of if, proof of my address, bank statement no older then 60 days. That account which is linked to my account is closed. I have the bank statements from the time that my money was taken out my account and put into the corporation that keeps peoples money. When I have to go though more emotions to get my money than it took to deposit it. Is a serious problem. In my opinion people would be crazy to get involved with this business. As far as Im concerned NO this complaint isnt closed.
Business response
09/15/2021
Dear Better Business Bureau:
Your organization forwarded Fidelity a complaint from *********************. We wanted to make you aware we emailed the client on September 13, 2021, to address the client's complaint. We consider the matter fully reviewed and resolved. We regret ************** is unhappy with our response.
Sincerely,
Fidelity InvestmentsInitial Complaint
08/25/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
Fidelity fails, refuses or neglects to transfer upon death the transferable-upon-death accounts of Fidelity's deceased account holder. I submitted the required Fidelity Change of Account Registration form, signed with a Medallion Signature Guarantee, nearly a YEAR ago. Fidelity keeps demanding we re-sign and re-submit this exact same form, which we have done every 45 to 60 days for nearly a year. Despite SIX re-submissions of this exact same form, Fidelity REFUSES to transfer the account. Fidelity's response is always to demand we re-submit this exact same form yet again. Fidelity NEVER transfers the account as required.Business response
08/27/2021
Dear Better Business Bureau:
Your organization forwarded Fidelity a complaint from *******************************. We wanted to make you aware we emailed the client on August 25, 2021, to address the complaint. We consider the matter fully reviewed and resolved.
Sincerely,
Fidelity InvestmentsCustomer response
08/30/2021
Dear BBB: Fidelity Investment's response does not resolve my BBB complaint # ********. My complaint was that Fidelity failed, refused or neglected to transfer upon death the transferable-upon-death accounts of their dead account holder. Although Fidelity emailed me a form letter, still, Fidelity has not transferred the transferable-upon-death accounts. Fidelity received my signed, notarized, and Medallion Signature transfer request over a year ago. Fidelity received my BBB complaint over a week ago. When will Fidelity transfer the account?
Regards,******* *************************
Business response
09/03/2021
Dear Better Business Bureau:
Your organization forwarded Fidelity a complaint from ******* *************************. We wanted to make you aware we emailed the client on August 26, 2021, and again on September 3, 2021, to address the client's complaint. We consider the matter fully reviewed and resolved. We regret ******************** is unhappy with our response.
Sincerely,
Fidelity InvestmentsInitial Complaint
08/24/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I just want them to fix my name on their accounts. They opened an HSA account under my maiden name of ***** and called to ask them to change it to my married name ******* and they refused. They said that I have to prove who I am? My employer never had my maiden name and ******************* out of the ********* ** call center said that they got it from my employer, this is false information. I just want my HSA card to reflect my correct last name.Business response
08/27/2021
Dear Better Business Bureau:
Your organization forwarded Fidelity a complaint from ***************************. We wanted to make you aware we emailed the client on August 26, 2021, to address the client's complaint. We consider the matter fully reviewed and resolved.
Sincerely,
Fidelity InvestmentsInitial Complaint
08/17/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 8/9/2021 I received a letter from Fidelity Investments telling me to call them about some "account" which I never knew I had. First of all, they spelled my name wrong. Secondly, they obtained my address from a third party vendor, which is peculiar not to mention illegal. Third, they don't specify what kind of account this is regarding. Finally, THEY NEVER ANSWER THEIR PHONES. I WAITED 6 HOURS FOR SOMEONE TO ANSWER AND ALL I GOT WAS A RECORDING UNTIL CLOSING TIME. THIS IS SHOTTY CUSTOMER SERVICE TO SAY THE LEAST AND BORDERLINE FRAUD BECAUSE THEY ARE SHYING AWAY FROM ANY CUSTOMER CONTACT.Business response
08/25/2021
Dear Better Business Bureau:
Your organization forwarded Fidelity a complaint from ***********************. We wanted to make you aware we emailed the client on August 25, 2021, to address the client's complaint. We consider the matter fully reviewed and resolved.
Sincerely,
Fidelity InvestmentsInitial Complaint
08/17/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Husband passed away in June 2020. Have been trying to access the funds in his retirement account because I have been retired and require the funds to survive. i cannot get a hold of anyone on the phone; I write letters and no response; and I have visited review on this company online and they have many reports from people who have stated you cannot get a hold of them and when you do, pull your money. I need these funds and that is why my daughter and I have been designated as beneficiaries. She cannot get ahold of them either. I am trying to withdraw my funds left to me by my deceased husband.Business response
08/23/2021
To Whom It *** ********************************* forwarded Fidelity a complaint filed under the above referenced case ID.
We attempted to contacted our client directly on August 19, August 20 and August 23, 2021. We are currently working on a resolution and consider this matter closed with the BBB.
Sincerely,
Fidelity InvestmentsCustomer response
08/23/2021
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 received a call from someone but I cannot for the life of me, understand one word they are saying. It is a simple process. I just am requesting the paperwork to withdraw my funds, which are ritefully due me, from my Fidelity account. I do NOT want to speak with someone on the phone that I cannot even understand. I just want the form to withdraw funds and be done with Fidelity. I could not even understand the message left. Please, please, please, I lost my husband and now I have lost the income and I am desperately needing the funds in the account. Please tell them just to send me the form to withdraw the money and lets be done with this. This is frustrating and very very stressful.
Thank-you BBB, you have always been helpful!
I have been trying to get my funds out of a Fidelity account once held by my now deceased husband. I am 65 and should not be having such an issue. There is supposedly a form to withdraw funds but I have not been able to contact anyone to receive it and I had to contact the BBB. I received a phone from them, I believe, but I cannot understand hardly anything they are saying. I will not talk to someone who I have no idea of what they are talking about.
I just want a withdrawal form to get my money out. thats it. I want to close out the account.
Thank-you,
***********************Business response
08/25/2021
Dear Better Business Bureau:
Your organization forwarded Fidelity a complaint from ***********************. We wanted to make you aware we called the client on August 24, 2021, to address the client's complaint. We consider the matter fully reviewed and resolved.
Sincerely,
Fidelity InvestmentsInitial Complaint
08/11/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I opened a Fidelity Investment account and funded it with my banking information. They credited me the amount requested while waiting for the electronic funds transfer. I invested in a number of stocks and was looking forward to working with Fidelity. After a few days my banking info could not be confirmed by Fidelity for some reason (though I'm certain it was correct). When I called customer support no one notified me of any problems and asked me to contact my bank to make sure I had input the correct info. They promised to give me time before doing anything. Within a matter of hours (as I was working with my bank) they closed my account, sold my investments, incurring a number of significant fees, and blocked my access to everything. No calls. No emails. No notification of any kind from Fidelity. Just a call from collections a few months later requiring I pay their ridiculous fee or risk hurting my credit.Business response
08/16/2021
Dear Better Business Bureau:
Your organization forwarded Fidelity a complaint from *************************.
We wanted to make you aware we emailed the client on August 13, 2021, and addressed the client's complaint. We consider the matter fully reviewed and resolved.
Sincerely,
Fidelity InvestmentsInitial Complaint
08/05/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My 401K was hacked, someone stole $3,900 out of my account due to the negligence of Fidelity Investments. After 3 months of their investigation they told me they havent found any fraudulent activity & refuse to reimburse me my money. I have a police report & other documents to back up my claim.Business response
08/11/2021
Dear Better Business Bureau:
Your organization forwarded Fidelity a complaint from *************************. We wanted to make you aware we called the client on August 10, 2021, to address the client's complaint. We consider the matter fully reviewed and resolved.
Sincerely,
Fidelity Investments
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