Can't believe what a horrible experience I have had with Fidelity. I don't know if they use AI for their customer service representatives but the people I have spoken to are completely unfeeling like robots. Not sympathetic or helpful at all to the problem I have been having with my 1099R form. They refuse to amend the state that they have on there. My tax advisor and everywhere I look online says that Fidelity needs to make the change. They refuse. And it makes things worse when the person you are speaking to literally couldn't care less about your problem. Just an overall horrible experience. Really a kick in the gutter. read more

My experience with fidelity investment bank has been positive. Their customer service agents are knowledgeable and patient. They are fast at resolving problems. Their website has wonderful features that are not hard to use. Their phone app is really neat. I am very impressed by how they conduct business. read more

I'm a retired Army veteran, on OCT 27 I deposit 50K by NOV 1st my account was blocked for no reason, called consumer service 10 times already,they ask me for paperwork to proof of funds came from [what about the bank account I just sent the money from ]obvious ;paperwork have been fax 3 times already and mailed Hard copy once, went to the nearest fidelity bank in person and the issue have no be solve,no access to my accounts NOV 20th. bad business. read more

I submitted a request for Fidelity to send a wire from one of my accounts on 14 February 2025. As of 20 February 2025, they have not sent my wire nor will they give me an estimate of when they will send the wire. Worse, they have frozen all of my Fidelity accounts so that I cannot trade financial instruments of any kind or transfer funds. This is NOT how a valued client should be treated. I would advise Fidelity they should warn clients that wiring from a Fidelity account could take a week or more to resolve in some cases. read more

Just had the most frustrating and worst customer service experience with Fidelity investments. I have been trying to no avail to receive funds for my mom's estate account since January of this year. I have endured their repeated broken promises and have made more than 15 calls to their survivor services team only to be told a different story EVERYTIME !! They are a multi billion dollar company and are withholding a several thousand dollar check of my mother's money needed to pay her estate. My last call was to a manager named Kenya " in the Midwest " . She refused to tell me the state she was in after I told her I was calling the Attorney Generals office of the state where their incompetent processing center is. I will be pulling my entire investment account from them and transferring to another company , Voya, Lincoln Financial, PNC etc. what they are doing is not only infuriating, it is criminal. If you want to see money paid to you from an estate account, beg your loved ones to move their investments as far away from Fidelity as possible. read more

I completed the admin requirements in order to move money (EFT) from my bank to my Fidelity broker account. It took Fidelity's back office over a week to complete the protocols necessary for me to move money. After this process was complete I moved $100K to my Fidelity account. In one day, after I actually ordered the transfer, I received an alert saying my money had been received at Fidelity. The next day I logged on to my Fidelity account to place a trade and received prompts saying less than 1/2 of the EFT funds were available to me, to trade, and that I would have to wait an additional five days to have access to the other half. So, clearly Fidelity has my money, but they are "floating" it to improve their own profitability. Fidelity claims to be a "Fiduciary" broker, meaning that it will always act in the best interest of clients. Clearly it is NOT! I called customer service to complain and was told the "algorithm" controls these things, and that there is nothing they can do about it. read more

We've been long-term customers of Fidelity. They were extremely customer serving when they were trying to get my advisor service business.. although , when I decided to get my outside advisor services from a company well known as Fisher investment s the level of customer service when I called was significantly marginal at best. In 2022 Fidelity reached out on a messenger asking for a W9 updated form. i'm a custodian for my daughters account While she was in college, I managed this for her. I submitted the W9 form on two occasions. I even confirmed that the W9 form was in their message center by a phone call. Everything seem to be in order and we went on as business as usual.. My Favor daughter when she started her first job asked me for assistance with her IRA account. She was trying to make a trade and unfortunately could not perform that function because Fidelity froze her account.. Neither myself or my estranged received a phone call, an email or a letter that there was a problem with her account.. My daughter called me for assistance and we got on a three-way call with Fidelity. After 90 minutes on a three-way call with Fidelity and my daughter we found out that the W9 form was actually there the entire time but they didn't attach it to her account.. so my daughters account was frozen not in the market for over two years. She list several of thousand if dollars in investment gains. Why none reached out that there was a problem is a hidden mystery .. I tried to get this fixed so that she would get some compensation for the Fidelity mistake but unfortunately Fidelity doesn't want to take any ownership on their clerical error. I took it as far as I could all the way up to their mysterious bureaucracy of command and recently just received a message in the message center that they denied my request to meet with any other personnel in regards to this issue.. A basic clerical error that any junior high student can take care of. I proceeded to tell hem that I'm pulling all our money out if Fidelity as well as my parents, sister and brother and all my children. If their institutions can't even manage a simple W9 form why anyone give them my entire Stock portfolio. Many of the customer service people need severe customer training , they lack knowledge and have no ability to relate on a professional level. That's OK I'm moving all my funds over to another competitor and they're offering us a promotional incentive as well. Others should check it out. The customer service that both my daughter, my other family members and my wife and I deserve.. Maybe this will be a teaching experience for Fidelity but look at the many other similar experiences and reviews. Like many companies when they are not making a profit off of you they do not treat you with the same level of service. I bet if I was using their advisory services and earning large quarterly commissions the entire situation would have been handled in a different matter. The ball is In the court of the company now and let's see if they do right by my 22 year old daughter and other college age students when handled their accounts. I know at 19 I did not know about tax forms, IRA account and much more and the company should be communicating better with all clients and help ensure that they are maximizing the long term gains on such accounts considering they will be the future clients and perhaps they will be more valuable when their financial situation changes as they work their way up the ladder etc. ? In the mean time we can only pray that Fidelity will do what is the proper thing to do at least give her the interest they profited from during the freezing of her account. read more

This is not about the offices- this is about when you call for the 'premium' client support line- should be called "We don't give a crap about our customers" line. On hold for a long time- then when you finally get someone, he/she is an arrogant millennial who just graduated and has NO CLUE what he's talking about. I call twice and ask the same question because I have NO trust that these guys know what they are doing- and 90% of the time I get different answers. On more than one occasion, they have cost me money because they gave me inaccurate information. DO NOT PUT YOUR MONEY IN FIDELITY. read more

We are considering pulling our family Trust from Fidelity given their horrible customer service even for premium clients. As long as they have your money, they don't give a damn about you and not interested in resolving your issue. They have gone downhill fast. They are arrogant over the phone and it's just fine with them if you leave. They are a symbol of Corporate greed with no customer service. read more

I am a customer here with managed accounts and I have been trying to get through to the branch for over 20 minutes. There is no direct line, they put you on hold with a computer, if you want to live chat you have to have your account information ready. I speak with my advisor once a year, why would I have this handy? the worst customer service I can fathom, while on hold I read the terrible reviews and I can see why. This experience is making me think about moving my money. There is literally no way for me to reach anyone at this branch right now unless I drive into Boston, its incredible. I can not get a live person to speak with and I have called 4 times as this is an urgent transfer. read more

Arrogant, non-accommodating customer service at the Boylston ST. location. I simply tried to make an appointment and got a complete run-around. Time to close all accounts at Fidelity! read more

Terrible service at Boylston Street Fidelity office. Systems are lacking i.e. phone services are subpar long phone wait, on site services are subpar, online computer service is subpar. This is more so a company problem than the actual people working there. But the staff need better support. They don't address account issues in a timely manner Almost 4 months with a transfer of assets issues is a red flag of incompetence, poor training or severely overworked staff that can't use common sense to do basic task. Apparently other people are having these same issues so it's not an isolated issue. Seriously looking into another Investment service. Nonetheless while I'm currently still a customer Fidelity needs to fix it. read more

I was assigned a Representative to my Account after which I was dissatisfied with his service. After a year I called and asked to change to another Rep and schedule an appointment. 15 minutes on hold I was told that they were still looking for someone, but the Rep I wanted rid of wanted to talk to me. I refused and told them I would go to another Service Center. Minutes later the Rep I wanted rid of tried calling me. btw, I had a do not call on my Account. Backbay is definitely the worst Center to deal with. Use Congress St if you can. read more

I did a lot better using Fidelity on my own for over 20 years, When I decided to retire in June 2011, i moved my 457 and 403b to Fidelity with the idea of consolidating and using the Columbus Ohio office to get me on my way by using their premium service. I already had a nice size IRA I invested on my own through Fidelity. I also moved a lot of American funds over from my 30 year broker, Janney, Mongramery, Scott, in Pittsburgh, pa. I agree with Maurenn B. "Worst customer experience ever"!!!!!!! Moved my Mom's account from Janney to Fidelity. She is 83 years old and I did all her investing for her. Fidelity kept calling her instead of me on MY ACCOUNT, not hers. They also sent my important information to my mom instead of me. The tail wagging the dog. Never spoke to the same rep ever, each person always gave either wrong or different advice. To top it all off I'm now paying a fee to get all this bad and incompetent advice!!! It didn't take me long to move my 457, 403b and iIRA back to be managed by Ohio's 457 deferred comp plan. I kept my wife's, mom's and brokerage account with Fidelity..., but I do it on my own once again!!!!!!!!!! I wouldn't recommend their green line premium service to a dog!!! They lost a nice size investment from me when I moved back to Ohio's 457, ran by Nationwide! read more

Worst customer experience ever. I got some really bad advise at the Boylston Street office. I called Customer Service and they gave me even more wrong advise so I went back to Boylston Street and got wrong advise again. Dealing with Fidelity these past 2 weeks has been a nightmare and cost me lots of money. read more

I went in to get my old employer's 401K cashed out, and the funds transferred to my current IRA. The best way they said, would be for me to fill out a simple form and they would take care of the rest. Six months later, I notice the money still hasn't been transferred......I went to another Fidelity branch and was told they probably never even did it and the best way would be for me to do it myself. Wish I had done it myself in the first place! read more

Fidelity believes in "security theatre". They are wasting time and money on the look and feel of enhanced security, with no additional effectiveness. Considering that I have a account at Fidelity, I find this very worrisome. read more

I wanted to quickly share my experience because I see mostly negative reviews here. I've never had an issue with this branch, or Fidelity more broadly for 7+ years. Actually, over the years, I've brought monies from other institutions (Edward Jones, TIAA Cref, Bank of America) to house in various accounts here simply because the process is easy and their online banking features are simple. Recently, I learned they won "Best Broker in 2018". Not surprised. Most everyone is professional, eager to help and knowledgeable. Occasionally, I've gotten the "younger associate" who's trying to work their way up the corporate ladder - I get it. In those situations requiring more advanced expertise, they've found more more qualified individuals to speak with me. On only two occasions (in 7 years) I've had to ask myself. But in life, especially banking, it's a two-way relationship. You find individuals you trust. And overtime, they come to understand your personal matters very well. But in terms of customer service, Fidelity nails it. I won't go anywhere else. And for urgent matters, there's a more "direct line" I call for banking questions 877-907-4429. It's free and available to everyone. read more

Absolutely the worst customer service. Twice now their failure to execute has cost me money. I'm stuck because they hold my employer's 401k, but I won't trust them with anything else. read more