Went to drop off sizable check and was greeted professionally and helpfully by Pravneet who quickly took care of the transaction in a comforting efficient way in matter of minutes. Gave me receipt and copy of my check and validated my parking and left me with a great feeling for this branch and their protocol read more

I opened 4 accounts at Fidelity at the end of July 2025, transferring about $4M of funds from Schwab. A reason I did this was Fidelity's promotion. I got a $2,000 promotion bonus for transferring these funds. I expected competent brokerage services from Fidelity, On 11/10/25, my accounts were hacked. A WROS account was added for someone from Idaho, along with an attempt to transfer $45K from another account's money market funds. In response to this attack, Fidelity closed my accounts & opened new ones. As far as I know, Fidelity did nothing to refer the scammer whose name and address were on the scam account to the police or FBI. I hired an IT professional & began doing everything recommended: Changing passwords on all financial & email accounts, adding & replacing "authenticators" &/or "two-factor authentications" on all financial/email accounts, checking and deleting any hacker-added filters to my email accounts, etc. On 11/14/25, before I could even complete all these recommended security measures, another Fidelity hack occurred. In response, Fidelity overreacted, not only closing my then existing accounts, it locked me out of all of them, demanding a phone call. In that phone call with two Fidelity reps, I was bullied, reprimanded, and threatened that if I did not say the words "I promise to professionally clean all devices," & actually have this done to Fidelity's satisfaction, I would not be given access to any Fidelity accounts. You know, the accounts with MY MONEY in them. The accounts I told the Fidelity reps I had already taken steps to protect, & was in the process of taking further steps, when the 2nd attack happened and Fidelity locked me out and prevented me from completing more protective steps. I don't know if Fidelity reps talk to all its customers this way, or just to women, just to any customer who's only got $4M in assets deposited with them, but it's clearly inappropriate. I responded with my own threat, that if Fidelity didn't want me as a customer, there were plenty of other brokerages, & I was sure I could find another brokerage which would value me as a customer. The Fidelity rep then restored my access to my newly created accounts. But frankly, at that point, the damage had been done & I was fed up with Fidelity. I continued to experience this sub-par & even offensive & discriminatory service til May of 2026, when I was still getting statements for the closed & fraudulent accounts even though six mos. had gone by since the two ID theft incidents occurred. Fidelity was unable/unwilling to close the fraudulent/hacked accounts. After ~6 months of Fidelity not managing to reconcile and close the fraudulent/hacked accounts, I called on 5/1/26 & spoke with a "retirement" rep to ask why I was still getting statements for the fraudulent WROS account which still had a $-.05 balance, going on 5+ mos. at this point. I spent an hour & 12 minutes on the phone with this person, who put me on hold repeatedly while trying to get answers. He told me the following nonsense: 1) "Fidelity doesn't close accounts" (obviously false) 2) I could "hide" this statement online (actually not possible); 3) the only way to close this account with a negative $.05 balance was to transfer $.05 from another account (?!?!?); and 4) the reason this account could have a negative balance is because "of a dividend coming in after transfer." He kept repeating this "dividend" BS, & the final time he returned from a long hold, said "we're going to close your account, but I can't tell you when or how." A few minutes later I got a call from (817) 722-9727 and was told the account had been removed & I would no longer see it displayed on my Fidelity page. This was true: the scam WROS account had finally been removed, proving the guy who kept me on the phone for an hour & 12 minutes spewing falsities had completely wasted my time. Infuriated, I then sent Fidelity a message, attaching my 3/26 statement for the WTOS account with a balance of $-.05 documenting this fiasco. Six days later on 5/7, "Tracie C." responded, acknowledging Fidelity's inappropriate threats and incompetence. She wrote "The fraudulent Joint account opened on 11/10/25, and the additional fraudulent login on 11/17/25, indicated security concerns with your device. To further protect your accounts, Fidelity asked that you have your device professionally cleaned to ensure there is no malware active on it. The fraudulent Joint account was removed from your profile on 4/30/26, after your phone call with our representative was further escalated with our Fraud team. We truly apologize for the frustration and inconvenience caused by this phone call and assure you that the relevant parties have received feedback to prevent similar situations in the future." Again, I was not "asked," I was threatened. Again, the scam account wasn't removed after 5 months or on 4/30. It took 6 mos. & a protracted call with a rep who gaslit me for over an hour. read more

I had to bring in some checks that were sent to me. Actual checks from a 401(k) with a job. Once I found them, it was great. Very professional staff. When I walked in, there was a customer that was being very rude to the staff. Insisting that the paperwork the government told him to bring in was correct. The staff remain calm and work with him. I don't know what the end was because I went into an office with one of the employees. But I was very impressed by his calm Professional manner and the face of a very irate man. read more

My review relates to Chris Stellar at the Burbank branch. Chris has been helping me for a few years and I cannot speak highly enough concerning how much he has assisted me with valuable and insightful information. Chris is excellent at looking at one's "whole picture" in terms of one's current financial situation and giving solid guidance to achieve short, medium and long term goals. In addition, he is great about taking account of tax implications/considerations (which I am not savvy about) and making clear choices that will have the most favorable tax implications. Beyond all of this, I have never felt any pressure from Chris to have Fidelity actively manage my assets in order to gain fees. Because of the plan we agreed upon for my 401(k), I did eventually decide to have Fidelity actively manage it and have been pleased with the result. Chris was very clear about the fees that would entail and made sure I was comfortable with them. But Chris carefully reviews and gives me solid guidance concerning the wide range of assets that I continue to manage on my own. Beyond Chris' smarts and insights, he is a friendly, down-to-earth and kind guy with whom it is easy to discuss wide-ranging subjects. If I could give Chris a 10 star rating, I would do so and I highly recommend his services. read more

They don't care about customer service. I wanted to invest $250k but they never returned my call for three weeks. Total waste of time and profit! I will try Charles Schwab. read more

This review is for Fidelity's on the phone customer service and isn't associated with the employees at the Burbank branch in particular. The customer service reps need better training. They have given me flat out false information in multiple occasions. Most recently, I spoke with 3 different representatives over the course of almost 1.5 hrs to get an answer to why a listed annual average return value listed on their website didn't seem correct. The first answer they gave me was that the average annual return number doesn't take into account dividends. This is false, the value does take into dividends. After I challenged them on this incorrect statement the reps spent copious amounts of time looking into it and asking their colleagues, the answer they gave me was that "the stated return value is likely wrong, but because it's provided by a 3rd party fund manager, Fidelity doesn't take any responsibility for its accuracy". Their answer was also wrong, and caused me a lot of stress that I had been trading based on inaccurate data. The correct answer was that the return value being presented by the Fidelity website was as of 5/31/22, not 6/30/22 as I'd been assuming. Their reps should know what the data on their website means. As a side note, Fidelity's "Compare Funds" webpage is misleading as it compares return rates measuring different periods of time (as of 5/31 or as of 6/30) in the same column which makes them appear that they can be compared when they shouldn't be. read more

I've been with Fidelity Investments for many decades. Once I had established a decent portfolio I started making in person appointments. Chris Stellar has been my financial advisor the past 12 years. My portfolio has nearly quadrupled in 10 years thanks to his advice and knowledge. If I had done it on my own I'd probably just double my assets not knowing what I was doing. I see him twice a year, and he is always friendly, and asks how things are and remembers where we left off previously. I trust Chris 100% and hope he never leaves. I have sent a few friends to him and they are happy as well. read more

You can't reach anyone to speak to at this location by phone or any other method. There's no customer service to even speak of. Don't bother, whatever you want it'll just be waste of your time. read more

Similar story to other reviewers' dismal reports on Fidelity offices in the Los Angeles area. Never can reach anyone at the branch directly, just some far-off call center. They must not have many staff to begin with, because there's hardly anyone in the office lobby to greet a customer. It's just large empty rooms, including one side conference one with a tv tuned to some investment show. There seem to be a few people in back rooms, but a mystery how to connect with them or any one person there consistently. Maybe they're too busy working the phones for the Call Center. Also a hassle to visit the place. To reach the validated parking, involves driving into an underground structure, and not easy to find the spaces reserved for Fidelity which are all of about two. Then it's a hike to either elevator or stairs, so not handicapped friendly. Once up at the plaza level, there aren't any signs indicating where Fidelity even is. As it happens to be at the very far end, that's also not very accessible to some people. Transferring a work-related retirement acct. was a nightmare. The advisor claimed to be familiar with that company and its intricacies but apparently wasn't at all. The transfer check went AWOL for a month. Then later on, there wasn't any transfer bonus as promised by a few reps, and one professed no memory of ever mentioning a bonus. Plus, forget reaching anyone at the branch for any help at all. Lucky to ever get a call returned. Nobody has time. Gave up in frustration and called Ameritrade who had a very eager rep call me back pronto, offering double the bonus and appt. the next day. Closer location and easy parking. Bingo. read more

Ask for Christopher, he is always responsive and he will work with you to provide advice, while also listening to your concerns. We have worked with several financial advisors and are the most comfortable with all that Fidelity offers! read more

Easy process. Approachable and well-informed. Convenielty located in Burbank area. Very good experience.

My wife and I almost didn't come to this location because of the 1 star, but not wanting to drive to Woodland Hills we bit the bullet and took our chances. We had a pleasant and efficient experience overall. Customer service was friendly and helpful -- and there was no wait -- probably because of the 1 star rating, so... thanks? Anyway, all of our issues were addressed. Parking was validated. Water and tea were consumed. What else can I ask from Fidelity? read more

As a long term customer of Fidelity, I was very disappointed in my visit to the Burbank office with my mother. Gladly, I have switched to Merrill Lynch. I took my mother to this location because she was interested in investing. She banks with City National, but based on my suggestion, was ready to invest at Fidelity. She wanted to start off with a small amount until she gained some confidence. The guys at this location were so uninterested in assisting someone with $10k, they were inattentive, talked down to us and kept her waiting. The way she felt when we walked out of there was heartbreaking. Thankfully she's a happy camper at Merrill. read more

My Wife and I went to Fidelity today it was a Great experience, walked right in no wait , everyone was very helpful and pleasant , offered us refreshments the young lady Julie was very informative very easy opening Are account , parking was easy with validation Happy we went there . read more

Intelligent, informed, competent, responsive and helpful staff, both at the front desk as well as in the back offices. The professionals in the Burbank office have been happy to provide advice which is suited to my personal situation. I have had dozens of interactions, all of them first rate. Two thumbs up! read more

Useless...Worst customer experience I've ever had. Fidelity is a horrible choice overall. Go elsewhere.