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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
10/07/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
In attempting to access my account my online registration has been rejected for unknown reasons. I have made several attempts to make contact by phone unsuccessfully. At this time I am still unable to access my account or contact customer service.
Business response
10/08/2021
To Whom It *** ********************************* forwarded Fidelity a complaint filed under the above referenced case ID.
Please note that ****************** is not a client of Fidelity Brokerage Services, LLC (FBS). ****************** is a client of Pruco LLC., who clears through ****************** Services LLC (NFS).
Underlying Pruco clients would access their accounts through WealthScape Investor. If a Pruco client has any issues relating to accessing their account, they would need to contact Pruco as neither NFS or FBS has administrative rights to manage Pruco client login information.
We have shared this information with NFS who will contact Pruco to inform them of the clients concerns. We consider this matter closed between FBS and the BBB.
Sincerely,
Fidelity InvestmentsInitial Complaint
10/07/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
On 9/30/21 an arrangement was made with Fidelity Investments to debit 154.68 from my checking account. Instead, $309.36 was debited creating a double payment and resulting in Non Sufficient Funds and pending debits that haven't cleared. I've talked to several representatives trying to escalate this issue because it's causing financial hardship among other inconveniences. I haven't been asked to provide supporting documents which seems odd to me. Seven days have passed and still no resolution. I hope reaching out to the BBB will escalate and resolve this issue.Business response
10/14/2021
Dear Better Business Bureau:
Your organization forwarded Fidelity a complaint filed under the above referenced case ID.
We contacted our client directly on October 13, 2021, and are currently working on a resolution. We consider this matter closed with the BBB.
Sincerely,
Fidelity InvestmentsCustomer response
10/25/2021
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,*****
Initial Complaint
10/06/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I opened an Individual Brokerage account back in April 2021 online and set up an EFT from my Chase checking account in order to fund my new account. I set up 2 EFT's for a total of $17,900.00 and was able to fund my Fidelity account. One day later, I attempted to login to my Fidelity account and I received a notice that my account was locked and I needed to call and speak to their ********** Upon doing so, I was informed that Fidelity would be closing my new account and that they don't need to provide me a reason why. When I asked about the funds, they told me that they don't need to provide me with an answer. It is now October and I still haven't been able to get my money out. A few days ago, I was finally able to get somewhat of a more clear instruction on what I need to do to get my money. I submit my drivers license and the chase bank stmt and was told that would be enough to remove the restriction on my account but Im still battling with Fidelity. My account with chase is closed.Business response
10/12/2021
Dear Better Business Bureau:
Your organization forwarded Fidelity a complaint from ***********************. We wanted to make you aware we emailed the client on October 7, 2021, to address the client's complaint. We consider the matter fully reviewed and resolved.
Sincerely,
Fidelity InvestmentsInitial Complaint
10/06/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I opened a checking account about 2 weeks ago. I got a gift from my grandma of 12k. No issues depositing the checks into my account. I soon then was spending money like on Amazon . com which generated a separate charge for each item purchased. Well, my card got blocked due to how many charges i had. I called them they apologized, and took off the block. Now fast forward to a few days later. This same thing happened. I called in and they said they couldn't tell me anything. The next day i looked and they had completely deleted my account. No contact, no email, and no nothing. They unethically without any notification shut my account down. I was furious. I called in and they said there was fraud but wouldn't tell me what. They also said i could never open an account with them again. They treated me like a criminal and i did absolutely nothing at all. If they did their proper research and listened to me they would of saw that every charge was from me and there was zero percent fraud.Business response
10/07/2021
Dear Better Business Bureau:
Your organization forwarded Fidelity a complaint from ***********************. We wanted to make you aware we mailed our response via U.S. mail to ****************** on October 7, 2021, to address the client's complaint. We consider the matter fully reviewed and resolved.
Sincerely,
Fidelity InvestmentsCustomer response
10/17/2021
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,****
Good Afternoon,You have failed to answer my questions. You continue to go back to policy but not teller what I did to violate it. You are also required to tell me about where my money is at and also you lied. You said that he gave me an address to mail stuff to. I got a fax number and no address. You stated this issue is closed to you. I respectfully say this has just been opened. I will continue to pursue all legal means to repossess money that you stole from me. Solution is rejectedBusiness response
10/18/2021
Dear Better Business Bureau:
Your organization forwarded Fidelity a follow up rebuttal from ***********************. We wanted to make you aware we mailed our response via U.S. Mail to ****************** on October 18, 2021, to address their complaint. We consider the matter fully reviewed and resolved. We regret that ****************** is unhappy with our initial response.
Sincerely,
***************************
Fidelity InvestmentsCustomer response
10/22/2021
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,****
Good Evening,First, I want to thank you for your response. With that said, you still are not telling me what happened. Secondly, it appears that you are now telling me I may not get money back. This is insane. You haven't given me one reason on why you took money. You also have not told me what will happen to it. You provided the bare minimum details. On top of it you are respectfully treating me like I actually did something wrong. No more "we have nothing else to say " letters. I want answers. You cant provide me simple answers and keep trying to push the identification instead of answering. Have a good evening.Initial Complaint
10/05/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Fidelity Investments was to transfer some of my *** funds to Equity on Sept. 24. Equity never received the money. Talking to Fidelity Investments we are getting the run around and they can't give us a definite time frame on anything. They say there is a "snag" with the money moving due to Federal Gov't doing a review. We requested they give us something in writing as to what is going on, and they have not. It is going on 2 weeks and we are worried they are lying or something weird is going on.Business response
10/07/2021
Dear Better Business Bureau:
Your organization forwarded Fidelity a complaint from *******************************. We wanted to make you aware we emailed the client on October 7, 2021, to address the client's complaint. We consider the matter fully reviewed and resolved.
Sincerely,
Fidelity InvestmentsCustomer response
10/07/2021
[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
10/01/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I am writing to have access to my/our fidelity accounts 1.Joint account (ending in7078, and 8269)2.My Husbands 401k Fidelity account, since I am the legal beneficiary. since last 2 months we are not able to have access to our own money.3.Heres some incident that I documented.09/16/2021 at 11:30am Spoke to ************************* (********) Client Relation Team regarding Fidelity 401K and was asked to call **************, for Username question since Fidelity is linked to 401K department and Password reset. Asked for time frame to get this resolved? No firm answer 09/17/2021 at 11:30am help with password reset, spoke to *************************** (*************), Client Specialist for 3 things; new benefit company, fidelity investment (retirement)401k, and work force team.09/18/2021 at 10:30 pm Spoke to ********************* (Kentucky) Client Relation ********************** referred us to Service Support Group, Department that updates Social Security Number. Asked to call 8:00am EST Monday morning 1-800-343-35Business response
10/05/2021
Dear Better Business Bureau:
Your organization forwarded Fidelity a complaint from *********************. We wanted to make you aware we emailed and called the client on October 5, 2021, to address the client's complaint. We consider the matter fully reviewed and resolved.
Sincerely,
Fidelity InvestmentsCustomer response
10/06/2021
[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
09/30/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
Did a 401k withdrawal, they sent it to the wrong account. It was supposed to be a mailed check sent via **** It has been 2 weeks I have a case manager who is not responding. My check was supposed to be here yesterday and still no money, no tracking number, no update and no response to where my money is. The rep. ******* to hive me her name and would not answer any questions that I had and Ive been on hold for longer than an hour!!!!!!Business response
10/04/2021
Dear Better Business Bureau:
Your organization forwarded Fidelity a complaint from *******************************. We wanted to make you aware we called the client on October 1, 2021, to address the client's complaint. We consider the matter fully reviewed and resolved.
Sincerely,
Fidelity InvestmentsBusiness response
10/04/2021
Dear Better Business Bureau:
Your organization forwarded Fidelity a complaint from *******************************. We wanted to make you aware we called the client on October 1, 2021, to address the client's complaint. We consider the matter fully reviewed and resolved. We regret **************** is unhappy with our response.
Sincerely,
Fidelity InvestmentsCustomer response
10/04/2021
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,Dominique
It took them two weeks to fix a problem that they did. I did nothing wrong and it took them 2weeksout to fix it. And the only reason why they did anything was ** I did a complaint. The girls Canadas needs to be fired right along with *********. They did not exact he problem nor fix it in a timely matter. **************** sucked I asked for updates so I could have a paper trail and I was told no.
Initial Complaint
09/29/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I took a 401K loan out from one employer. When I left called Fidelity to updated information. Fidelity did not inform me had no payment method until 4 after I left my job. My 401K loan was going to default I called fidelity. I was infomed if make a payment on or before 9-30-21 there was no issue.I tried to make payment and was informed there was a 6 day waiting period for checking account set up. I was not informed of this As I was on the phone with the representative I got a text message informing me that my address was incorrect and that mail was returned to fedility. I was told due to policy there was nothing they could do. I to spoke with a supervisor (***** Cuno) and he told me due to the mail being sent back (I was notified as I was on the phone with the first rep ) there was nothing they could do.Issues:Told there was 6-day waiting period for checking as I was paying Told wrong information given over the phone did not matter.Business response
10/07/2021
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 October 6, 2021, to address his complaint. We consider the matter fully reviewed and resolved.
Sincerely,
Fidelity InvestmentsInitial Complaint
09/28/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I changed employers and wanted to rollover my retirement accounts to my new employer retirement account. On September 21, 2021 I had requested all 4 checks to be sent via expedited mail and they charged us $25 for each check ($100). Only 3 checks came on September 23rd and one was missing. I called Fidelity customer service and the representative ******* told me I had to contact *** myself and file a claim before she can help me further. I was puzzled as to why they could not accomplish anything without reaching out to ***. I asked her for my tracking number and I noticed the check was sent to the wrong city. Well they had sent the check to the WRONG address. I was upset by this and all she could offer was for them to charge us an additional $25 to resend the check to the correct address. Now September 28, 2021 and fourth check came but without the distribution statement that was originally requested. They overcharged us $125 for incompetence. FRAUD, scheme, so much for expedited!Business response
10/20/2021
To Whom It May ****************** style="color: rgb(34, 34, 34); font-size: small; font-family: Arial, Helvetica, sans-serif;">
Your organization forwarded Fidelity a complaint filed under the above referenced case ID.
We have made attempts to contact our client directly on October 19, 2021, and are currently working on a resolution. We consider this matter closed with the BBB.
Sincerely,
Fidelity InvestmentsInitial Complaint
09/28/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
In February of 2021 I started working for BKD and transferred my 401k to Fidelity which was who BKD used for employee/employer contribution. Originally my account was with Empower so I had the money transferred to Fidelity to start a new account with them. In September 2021,I had left BKD and moved to another company. When I called Fidelity to have my money transferred to the new employer that I was with, they informed me that my check was sitting in a "document file" and had never been cashed. Therefore, the last 6 months I had not been receiving in growth on my money. They informed me that they couldnt do anything about it and that I would just have to get another check cut from Empower as this check they were holding had expired. I feel that Fidelity owes me an explanation as to why my account was not set up properly and payment for lost growth that my account would have received had it been taken care of.Business response
10/17/2021
To Whom It *** ********************************* forwarded Fidelity a complaint filed under the above referenced case ID.
We contacted our client directly on October 15, 2021, and are currently working on a resolution. We consider this matter closed with the BBB.
Sincerely,
Fidelity InvestmentsCustomer response
10/18/2021
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 have NOT been contacted by Fidelity to make any further progress in this matter and I am not sure why they are saying they contacted me
Please continue with processing this complaint***** Snyder
Business response
10/26/2021
Dear Better Business Bureau:
Your organization forwarded Fidelity a rebuttal email from a complaint from ***********************. We wanted to make you aware we sent an email to *********************** on October 15, 2021, to address the client's complaint.
While we regret *********************** is unhappy with our initial response, we will update *********************** this week with the progress we are making to a resolution.
We consider this matter closed with the BBB.
Sincerely,
Fidelity Investments
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