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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
01/28/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Fidelity: on 1/4/22 I finally had a opportunity to sell my Hasbro shares I had been hanging on to for two years at a decent profit. Unfortunately I wasn't able to sell because I got verification errors even though I had logged in 30 min. Earlier as well as loading errors & that my account was unavailable & they were working on it. At 13:07 on 1/10/21 rep. Aaron quam told me that their it department tries to get things up and running as soon as possible but unfortunately they're not able to do anything for me because there is a waiver that when you open up an account it states that they're not responsible in this type of issue so he couldn't do anything for me. 10 min call. This is unacceptable. We have to trust are financial institutions. Fidelity should take people's screen shots as proof & take responsibility. This isn't the first time I've had issues with there app./online service or Fidelity in general.Initial Complaint
01/28/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Fidelity flagged and locked my 401K account after I called in and had a family member speaking for me due to the fact that I am unable to speak. Fidelity told me my account would be unlocked in twenty four to forty eight hours. After calling in for a week, submitting all the requested materials, and trying to get in contact with someone to better assist me my account has still been locked, I’m unable to close the account and receive all of my funds, and no one has contacted me as they said they would.Initial Complaint
01/26/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I have an account with Fidelity with a balance of $20,000, i was locked out of my account for no reason. i called and was told my account will be closed and cannot get my funds back unless i have the person who sent me money last to call back the funds, its been over 1 year of calling back and forth, the account is still open, i can call and get my account balance and recent activities, i still receive monthly statement but they wont let me take my money out or login to my account. Account ending in 7627 and 0362Initial Complaint
01/25/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Fidelity managed my retirement savings plan. I retired from ****** Sept. 1, 2021. Since Early October I have been trying to close my account with Fidelity and rollover all of my funds into my Chase retirement account. Since Early October, I have attempted to contact Fidelity on sixteen (16) different occasions without success. I finally wrote them a letter in Early January asking for my account to be closed and the funds sent to me by January 21, 2022. They still have ignored my instructions.
Business response
01/26/2022
To Whom It *** ********************************* forwarded Fidelity a complaint filed under the above referenced case ID.
We are currently working on a resolution and will communicate directly with the client. We consider this matter closed with the BBB.
Sincerely,
Fidelity InvestmentsCustomer response
01/26/2022
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.]
The company continues to stall and avoid closing out my account and sending me my money. They have been avoiding and obfuscating communications with me for over three and one-half months. This company needs to stop making empty promises. They need to take positive actions to resolve the issue immediately. No one in their right state of mind would think 3.5 months is a reasonable amount of time to withdraw funds and close an 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,W *****
Business response
01/31/2022
Dear Better Business Bureau:
Your organization forwarded Fidelity a complaint from W. *************************. We wanted to make you aware we sent the client a letter dated January 31, 2022, to address the client's complaint. We consider the matter fully reviewed and resolved.
Sincerely,
Fidelity InvestmentsInitial Complaint
01/22/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
1-15-2022 Initiated $1,000 transfer to Fidelity from my **** ***** of ***************** Received email confirmation from Fidelity that my ETF transfer was received and no further actions were needed 1-19-2022 Received email from Fidelity that my trade/purchase of "FIDELITY SELECT SEMICONDUCTORS PORT" was completed On 1-20-2022 I checked my Fidelity account to find that my balance was negative $60, then I checked on 1-21-2022 and it was negative $80 with no sign of owning the mutual funds that I purchases. Fidelity says that my **** of America transfer did no go through and that they 'loaned' me the $1,000 to purchase the mutual funds and that I need to transfer $1,000 again immediately. **** of America says the error was on Fidelity's part, Fidelity blames **** of America. I entered in the correct account numbers and have the funds available, it's not my job to sort out who made the mistake but I am hesitant on trying to send another $1000 to them to for them to take my 'negative' $80 out of. They should not have allowed the mutual fund trade to happen if my money was not there, now I'm responsible for a negative $80 somehow?? I'm not responsible for daily mutual fund value if my money is not actually there. I would love to transfer the money again, at the CURRENT, TODAY'S value of the mutual fund, but I am not covering the negative $80.Business response
01/30/2022
Dear Better Business Bureau:
Your organization forwarded Fidelity a complaint from *************************. We wanted to make you aware that we emailed the client on January 28, 2022, to address the client's complaint. We consider the matter fully reviewed and resolved.
Sincerely,
Fidelity InvestmentsBusiness response
01/31/2022
Dear Better Business Bureau:
Your organization forwarded Fidelity a complaint from *************************. We wanted to make you aware that we emailed the client on January 31, 2022, 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
01/31/2022
Fidelity did not offer any resolution except to basically say "yes, you owe us this". I responded to them through their messaging portal and through this BBB complaint. The issue has NOT been resolved, my account is still negative through no fault of mine.Initial Complaint
01/20/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I opened a cash management account with fidelity investments back in 2020. I received my stimulus via check and cashed it into that account. Fidelity locked me out of my account due to failed password attempts. I was advised to upload my ID to fraud department. I uploaded my ID and was then told to reach out to the *** and have them withdraw the money from the account. I reached out to the *** and was advised they cannot reissue or stop a check I cashed with the bank because it has to be marked lost or stolen. I contacted fidelity back and the fraud department didn't know if the *** deposited the money or me , so I told them clearly I cashed the check and then they advised me to send documents showing the check was issued to me, so I mailed the *** notice about my stimulus payment to them twice ! And they stated they never received the notice through mail. Then I advised to fax it over in which I did and was then told to wait three hours ! And to call back the next day. The next day comes and I call and was told the fraud department need an additional two hours to review the document because they have other people in queue and to call back later. So I did and now there saying they won't talk to me or accept anymore documents and I need to again reach back out to the *** ! I even spoke with a manager and she hung up on me ! They say the account is closed but won't issue my remaining funds !Business response
01/24/2022
Dear Better Business Bureau:
Your organization forwarded Fidelity a complaint from ***********************. We wanted to make you aware we sent the client an email on January 24, 2022, to address the client's complaint. We consider the matter fully reviewed and resolved.
Sincerely,
Fidelity InvestmentsCustomer response
01/28/2022
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.
On 01/24/2022 the business had sent me an email stating I have a secured email in my online portal , however my account is blocked and therefore cannot login to view this message. I contacted the business customer service line on 01/24/2022 and was put on hold for an hour while he researched the issue. He returned to the line and stated I would receive the message by mail by 01/28/2022. I have not received that letter. It also seems the business has not closed my account as requested.
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,Kadeem
Business response
01/31/2022
Dear Better Business Bureau:
Your organization forwarded Fidelity a complaint from ***********************. We wanted to make you aware we sent the client an additional copy of our original correspondence on January 31, 2022. We consider the matter fully reviewed and resolved.
Sincerely,
Fidelity InvestmentsCustomer response
01/31/2022
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 # ********. The business has not sent my remaining balance, they are consistently contradicting themselves, I feel as though I am on a merry go round with them. At this time I will not accept there response now or near future , until they send the remainder of my funds to my address on file per the company customer agreement
[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,Kadeem
Business response
02/01/2022
Dear Better Business Bureau:
Your organization forwarded Fidelity a complaint from ***********************. We wanted to make you aware we emailed the client on January 24, 2022, and January 31, 2022, 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
01/19/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
This is a summary of recent events regarding my complaint against Fidelity: (1) Fidelity locked all of my accounts on Dec 9 2021. I was not notified of this action or provided with any explanation so I was totally unaware. (2) On Jan 14 ********************************************************************************************************************************************* my account *****. (3) I immediately called Fidelity customer service on Jan ******* and was told there were no explanations in my file and they were unable to unlock my accounts.(4) My *** RMD was scheduled for December 13 2021 (see Fidelity note) but also did not execute. My wife's *** RMD also did not execute. (5) I contacted Fidelity customer service again on Jan *******. ********************** finally unlocked my accounts but declined to accept any responsibility. I requested that Fidelity reimburse me for an tax liabilities but they denied my request. They stated that my complaint would be filed but stated that there would not be any follow up. Fidelity agreed to provide me with a transcript of the entire conversation.(6) As of Jan 19 I had not received the transcript. I contacted Fidelity and they said it was not their policy to provide transcripts. I pointed out that ther Fidelity representative said that I would receive a transcript. Fidelity asked me to submit a written request for a transcript and they would consider it within 30 days.These failures by Fidelity have resulted in a significant tax liability to me as well as major inconvenience and time lost. I request that all incurred *** penalties by reimbursed to me. The level of customer service is abysmal and representatives provide conflicting information or misinformation. I request that the Better Business Bureau contact Fidelity and submit my complaint.Business response
01/25/2022
Dear Better Business Bureau:
Your organization forwarded Fidelity a complaint filed under the above referenced case ID.
We contacted our client directly on January 25, 2021, and are currently working on a resolution. We consider this matter closed with the BBB.
Sincerely,
Fidelity InvestmentsInitial Complaint
01/19/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I have been trying to make a withdrawal from my 401k for almost a month. I called to initiate the withdrawal and they kept asking if I was calling for myself or for someone else?? I answered every single identity question correctly. The first two times they told me they were reviewing my account because they were unable to verify my identity?? The fact that I answered every question correctly is not an indicator that it's me? Then why do they ask the questions at all. I call a third time yesterday January 18, 2022, to once again attempt to make a withdrawal. Again they were unable to verify my identity because as I said answering their questions correct is not an indicator that it is you. So they say they are sending me a secure email with instructions to verify my identity. They send the email to my email account on file and I have to write out on a piece of paper: my name, DOB, phone number, work item number, explain why I am making the withdrawal and what I intend to use it for, then date it and sign it. Then take a picture of this insanity along with my driver's license. I did. They were unable to verify my identity and had to review it further?? My account is locked and when I ask what exactly is the issue or reason they don't believe that it is me? They can't answer that until they verify my identity. It's an insane nauseating circus show. They are holding my money hostage. I don't even know what to do or where to go about this. The customer service agents are horribly incompetent and disrespectful and just rude.Business response
02/02/2022
Dear Better Business Bureau:
Your organization forwarded Fidelity a complaint from Monaseeta *******. We wanted to make you aware we spoke with the client on January 21, 2022, to address the client's complaint. We consider the matter fully reviewed and resolved.
Sincerely,
Fidelity InvestmentsInitial Complaint
01/18/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
For 7 weeks Fidelity has been working on setting up my inherited *** and inherited *************** into my deceased father's trust (I am the trustee). I have been told that I need 1 application, then 2 applications, and back and forth. I was told I did not need any further signatures from my uncle (co-trustee acting independently) then I was told that I did, then that I did not. Then they lost all of my paperwork and then they found it and subsequently lost and found it yet again. The employees do not call me when they find an issue (which turns out to be not an issue because they re-find my paperwork). I have had to call them every time only to wait on hold for an average of 4 hours each phone call. So 6 employees (not including general customer service), 20 hours on hold and 7 weeks later and nothing has been resolved. I have had a supervisor and a manager involved and they do not call me back when they say they will. ***** was supposed to receive my paperwork back in mid December 2021 and prioritize the setup, nothing. ***** in late December said it was all set up and just waiting for money movement group, it was not. ******* said she would call me back last week (mid January) with an update, that did not happen.It seems no one knows the actual requirements to set up accounts, major disorganization in the transition services department, total lack of accountability and no concern for their customers.As the administrator of this Trust I am legally obligated to obtain and manage these funds. Fidelity's lack of timeliness has put a road block between myself and my legal fiduciary duties.I was told both in person and on the phone as well as it is clearly posted on their website that this process takes **** days. As of writing this it has been 41 business days (excluding weekends and holidays) since I filed my completed paperwork.Business response
01/19/2022
To Whom It *** ********************************* forwarded Fidelity a complaint filed under the above referenced case ID.
We contacted our client directly on January 19, 2022, and are currently working on a resolution. We consider this matter closed with the BBB.
Sincerely,
Fidelity InvestmentsInitial Complaint
01/18/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Why is this happening when I spoke To the man earlier he said the bank rejected it as fraud so how did the bank re take a wire under fraud review? Through Fidelity
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