Business Profile
Mutual Funds
Fidelity InvestmentsThis business is NOT BBB Accredited.
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Complaints
This profile includes complaints for Fidelity Investments's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,331 total complaints in the last 3 years.
- 586 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:08/26/2022
Type:Product IssuesStatus: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 received a letter from fidelity stating my mother may have listed me on a 401k saving account from Tenth healthcare, her and I both worked there together. They requested a death certificate and other items that I uploaded on their online vault. I then asked them the amount, they refused to tell me. I received on two different occasions papers where they requested probate papers, an Ein and another copy of my drivers license which the license, death certificate, my birth certificate they have so they know good and well Im the child of the deceased. Well I called probate court and was told they need to know the amount , guess what? Fidelity refused to tell me the amount so I could file the paperwork which they sent out. I called fidelity back and now asking for an Ein or 575 cp number which I dont have and cant get without probate which needs to know the amount of the 401k saving account. My mother died in 2007, Im just receiving a letter from fidelity, they have been hold her money, now refusing to let it go although its not theirs, purposely giving me the run around over an amount thats needed for me to have the funds released. They are stealing from the dead. They have stressed me out so bad that I told them to just leave me alone, then I thought about it, its not there money. Even if its a *****. It was my later mother. Im her child, I will not allow them to keep it. Fidelity needs to give the amount and release my poor mothers money. Next stop if not resolved I will report to the state, then an attorney. Jumping through hoops to get from them which they are holding and or stealing, years and years they have had it.Business Response
Date: 09/06/2022
Dear Better Business Bureau:
Your organization forwarded Fidelity a complaint from *****************************. We wanted to make you aware we called the client on September 6, 2022, to address the client's complaint. We consider the matter fully reviewed and resolved.
Sincerely,
Fidelity InvestmentsInitial Complaint
Date:08/26/2022
Type:Service or Repair IssuesStatus: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.
Several times already Fidelity targets my account with them by freezing it without finding it necessary even to notify me. Their excuse is it's their practice when they suspect potential fraud. When asked last time what activity they find suspicious, they responded that it was password change. This is so ridiculous that I only can think of either discrimination or exceptionally poor service where they just don't care about their clients and even talking to their 'backoffice', who performs these activities, leaves definitive taste of arrogance and ignoring their customers (we have millions of clients and if you don't like our service you can take your business elsewhere). Terrible and unacceptableBusiness Response
Date: 08/29/2022
Dear Better Business Bureau:
Your organization forwarded Fidelity a complaint from ***********************. We wanted to make you aware we emailed the client on August 26, 2022, to address the client's complaint. We consider the matter fully reviewed and resolved.
Sincerely,
Fidelity InvestmentsCustomer Answer
Date: 08/29/2022
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.
Fidelity did respond. However, it did not do anything whatsoever to address the issue. All they did was to inform ME by email that there was an issue (?) and recommended to call their support number to resolve it, thats the same number, the very same support team (backoffice/Fraud department) that caused a problem and that I had an issue with. If anything, this kind of formal impersonal response is point in case of how Fidelity cares about their customers (at least this very customer), which is simply with contempt and arrogance. It is simply not acceptable attitude, from Fidelity generally and particularly their ****************** team which is at the center of the issue.
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,Vadim
Business Response
Date: 08/31/2022
Dear Better Business Bureau:
Your organization forwarded Fidelity a complaint from ***********************. We wanted to make you aware we emailed the client on August 31, 2022, to address the client's complaint. We consider the matter fully reviewed and resolved.
Sincerely,
Fidelity InvestmentsCustomer Answer
Date: 09/01/2022
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.
As was already mentioned in previous response, the Fidelity did not address the issue in any way. They responded to me but response consisted simply in formal come-off, informing that they received notification about complaint to BBB and they recommend to call their support to resolve the issue. The issue WAS their support to begin with. And this impersonal come-off is just another example of their treatment me as a customer, not even taking time to read my detailed complaint description that I provided to them. It seems they are not interested and are not willing to address this whole issue, the way the whole matter was handled, and I can not consider anything resolved, clearly contrary to Fidelity, since no efforts at all were made to really address anything, the thing been exactly as it was before I filed my complaint to BBB. In essence that type of customer relations is exactly the main issue with Fidelity. By the words of one of their support personnel they have too many customers to deal with each one when there is a problem. Nor do they feel any concern about some customers dissatisfaction - they have enough clients not to worry about losing some.
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,Vadim
Initial Complaint
Date:08/25/2022
Type:Billing IssuesStatus: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.
About 2 weeks ago around August 10th 2022 I saw a RIGHTS OFFERING appear in my brokerage account X83701494. The offering stated that all holders of ADR Gazprom had until July 2023 to act upon the offering and if no action was taken by them by then they would automatically have their ADR's withdrawn and incur a total capital gains loss. The other option was to allow the forfeiting of these ADR's but accept a 2 for 1 stock exchange for ******* Gas company Gazprom stock traded on the Moscow stock exchange. For every ADR held the holder would receive 2 shares of Gazprom stock. I called Fidelity to get all the details of this offering and I was told that the July 2023 date was the end date of the offering but any holder could exchange their ADR's for GAZPROM stock at any time before then and they would see the shares show up in their brokerage account under a CUSIP number within 2 days. I was told if I do not see these shares show up in my brokerage account within 2 days to call Fidelity back. I was also told that there was a FEE for relinquishing these ADR's and since I did not have cash in my account I had to sell 130 shares of my ******* Mines stock to pay for the fees. I did just as instructed. I have been checking my account periodically to see if the shares were in my account and they hadn't shown up. I checked again today and after 2+ weeks nothing is there, the ADR's are still there and the $155.00 still there in my cash account. I called Fidelity back today to find out why my shares are not there. They called their Corporate Action team and they said I would not see this until July 2023. I was given wrong information, acted upon Fidelity's instructions and sold stock that has since increased in price for nothing. I have incurred a loss because of misinformation by Fidelity and find the customary, corporate perfunctory apology unacceptable. Fidelity wronged me and cost me money and I want to know what they plan on doing to right their wrong?Business Response
Date: 08/31/2022
Dear Better Business Bureau:
Your organization forwarded Fidelity a complaint from *****************************. We wanted to make you aware emailed the client on August 31, 2022, to address the client's complaint. We consider the matter fully reviewed and resolved.
Sincerely,
Fidelity InvestmentsCustomer Answer
Date: 09/01/2022
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.
Fidelity's response did absolutely nothing to address my specific issue. All they did was send me a TEMPLATED response. Fidelity LIED to me, provided me bad information that cost me money because I followed their instructions and all they can do is send me a pre-typed generic response that did absolutely nothing to address my issue or even to acknowledge their error which cost me money. How is it they refuse to take responsibility for providing WRONG information to a customer that cost them money? Since Fidelity could care less I will report this to another agency.
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: 09/06/2022
Dear Better Business Bureau:
Your organization forwarded Fidelity a complaint from *****************************. We wanted to make you aware we emailed the client on August 31, 2022, and again on September 6, 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
Date:08/24/2022
Type:Customer Service IssuesStatus: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've had a cash management account with fidelity for a couple years. On Aug. 19 2022 my account was locked. This is the account my etsy/ebay money goes into which is what I do for a living. I've contacted fidelity over a dozen times in the past few days and been left on hold for over 4 hours. When I finally got someone to give me an answer, they said it was because my account had been in the negative. I stated that that couldnt be possible bc I DID NOT ASK FOR OVERDRAFT ON MY ACCOUNT AND WAS TOLD WHEN I SIGNED UP THAT THERE WAS NO OVERDRAFT ON THIS ACCOUNT. My account did go into the negative..23$ bc FIDELITY ALLOWED IT TO GO INTO THE NEGATIVE. THIS ISNT SUPPOSED TO HAPPEN,PERIOD. When speaking with fidelity I stated that this was their fault. After 3 more days of trying to get my account unlocked I called a little after 430, sat on hold for 50 minutes and when I was telling them my problem the guy says " The *********** closes at 530, sorry" I asked him why i would want the fraud ***** No answers. Now i cannot get to the money being deposited daily into this account, and i also cannot DETACH this account from my selling sites bc it is locked/frozen and when prompted by selling site to enter whole account number, it rejects it and says it's not a valid account #!! I dont know what's happening. I helped two friends of mine set up accounts for same reasons , but that's the only thing I can think of as to why they are holding my only income hostage. Fidelity site even states that they offer bonus of some kind for referrals and that they are not a bank but simply that they can be used as one. ITS VERY CLEAR THAT THATS WHAT THEY ARE IMPLYING ON THEIR SITE. Now my utilities are going to be cut off and my children and I will be without water, or air conditioning bc of their negligence allowing my account to be charged for money that was NOT in it or maybe bc I helped friends set up fidelity accounts for their payments on seller sites, or maybe another fallacyBusiness Response
Date: 08/30/2022
Dear Better Business Bureau:
Your organization forwarded Fidelity a complaint from ***************************. We wanted to make you aware we sent the client an email on August 30, 2022, to address the client's complaint. We consider the matter fully reviewed and resolved.
Sincerely,
Fidelity InvestmentsCustomer Answer
Date: 09/01/2022
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.]
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:08/22/2022
Type:Product IssuesStatus: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.
On May 20, 2022, I contacted Fidelity regarding my 401(k) account, active from 2006-2009. After spending several hours on the phone and talking to multiple people, I was told the check had been sent out in ***************************************** 2012 and sent to forfeiture. I was given a ticket and told I would get my check for $494.40 in 2-3 weeks. When I call over 3 weeks later, I was then told the check had been sent to ****************. I contacted the same and was told they had no record of my account or said check, even after I provided them with the check amount, date and number. They stated they required a transaction number that indicated the check was cashed/canceled by them. I then again called Fidelity and was told they did not have or could not find this information and that *************************/Bravara? would take care of this and get a check reissued and send it 2 day *** and that I would receive an email from her confirming the same. After several days and no word, I once again contacted Fidelity. After spending another hour (on top of 5+ I had already spent) on the phone, I finally spoke with a supervisor *****************************. He submitted tickets to find the information I requested. Instead, when he called me two hours later he stated they did not have a cancelled check number AND they were also NOT ABLE TO REISSUE MY CHECK due to some rule. So now they are telling me I have to contact my former employer and get his permission for fidelity to send me MY MONEY. I have done so but they have a new retirement company and am unable to help me since FIDELITY LOST MY RETIREMENT MONEY and now refuses to give it to me.Business Response
Date: 08/29/2022
Dear Better Business Bureau:
Your organization forwarded Fidelity a complaint from *****************************. We wanted to make you aware we called our client on August 24, 2022, to address the client's complaint. We consider the matter fully reviewed and resolved.
Sincerely,
Fidelity InvestmentsInitial Complaint
Date:08/19/2022
Type:Product IssuesStatus: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 opened an account with Fidelity on July 20, 2022. I signed up under the Fidelity 100 promo that offered a $100 bonus when I funded my account with $50. According to the terms, I was to receive this bonus within 25 days of opening my account. It has now been well over 25 days, and I haven't received the bonus. I would like to have the $100 bonus immediately placed into my account. Thank you.Business Response
Date: 08/23/2022
Dear Better Business Bureau:
Your organization forwarded Fidelity a complaint from *********************. We wanted to make you aware we sent an email on August 23,2022, to address the client's complaint. We consider the matter fully reviewed and resolved.
Sincerely,
Fidelity InvestmentsInitial Complaint
Date:08/17/2022
Type:Product IssuesStatus: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 opened an account and completed the requirement of making $50 deposit to get $100 bonus. I would like my $100 bonus credited NOW and not 25 days later.Business Response
Date: 08/21/2022
Dear Better Business Bureau:
Your organization forwarded Fidelity a complaint from ***********************************. We wanted to make you aware we emailed the client on August 18, 2022, to address the client's complaint. We consider the matter fully reviewed and resolved.
Sincerely,
Fidelity InvestmentsInitial Complaint
Date:08/17/2022
Type:Order IssuesStatus: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 called about the passing of my father and sister (***************************) to get the remaining investment funds Transferred over to the correct account. My Father passed 11/02/20 and my sister 5/08/22. Fidelity sends the same paperwork over and over and says they never receive it, including the claim forms and the death certificates. It took me a year to finally get my account set up and the funds still arent fully dispersed. I am looking to also figure out what legal action I could take. This has become an emotionally stressful process and draining. There has to be something illegal about this.Business Response
Date: 08/23/2022
To Whom It *** ********************************* forwarded Fidelity a complaint filed under the above referenced case ID.
We contacted our client directly on August 23, 2022, and are currently working on a resolution. We consider this matter closed with the BBB.
Sincerely,
Fidelity InvestmentsInitial Complaint
Date:08/17/2022
Type:Product IssuesStatus:ResolvedMore 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 opened an account with Fidelity on July 20, 2022. I signed up with a promo that offered a $100 bonus when I funded my account with $50. According to the terms, I was to receive this bonus with 25 days of opening my account. It has now been well over 25 days, and I haven't received the bonus. I would like to have the $100 bonus immediately placed into my account. Thank you.Business Response
Date: 08/21/2022
Dear Better Business Bureau:
Your organization forwarded Fidelity a complaint from *******************. We wanted to make you aware we emailed our client on August 19, 2022, to address their complaint. We consider the matter fully reviewed and resolved.
Sincerely,
Fidelity InvestmentsCustomer Answer
Date: 08/22/2022
[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
Date:08/15/2022
Type:Customer Service IssuesStatus: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.
On 7/21, I called to initiate a withdrawal; I was told my options & that if I requested check to be sent, the fluctuating interest market rate will not affect or dimish the amount of the check at the time of my request. I chose to have a paper check sent. Weeks later, on 8/10, I called to find out why I hadn't received the check & was told the unit # wasn't in the address. Fidelity agreed to INCLUDE the unit# & overnight check & waive express fee. I called on 8/11 because I didn't receive the check,& was told it takes 2 bs. days & would receive check on 8/12... I called on 8/12 because no check....I was told because of change in address it will take 10 bs days and the account is on hold....NEVER WAS I TOLD ABOUT A 10 DAY WAIT AND HOLD....WHEN I CALLED ON 8/10 & 8/11 NOTHING WAS SAID ABOUT 10DAY HOLD. I'VE RECEIVED PIECEMEAL INFO & CONFLICTING INFO TO POTENTIALLY DELAY RECEIPT OF THE CHECK THUS ALLOWING INTEREST RATE TO ***** THE ***** & PORENTIALLY SAVING FIDELITY MONEY.I find this utterly unacceptable that fidelity's employees either withheld info., or aren't qualified, thus incompetent in their own processes of handling a simple withdrawal.Business Response
Date: 08/18/2022
To Whom It *** ********************************* forwarded Fidelity a complaint filed under the above referenced case ID.
We contacted our client directly on August 17, 2022, and are currently working on a resolution. We consider this matter closed with the BBB.
Sincerely,
Fidelity Investments
Fidelity Investments is NOT a BBB Accredited Business.
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