Business Profile

Mutual Funds

Fidelity Investments

This 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

1,364 total complaints in the last 3 years.
590 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The 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:07/18/2025
Type:Service or Repair Issues
Status:
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 have a pension account at this **********************. I want to roll over or take money out of it. I have been asking them to do so since Feb 2025. They dont let me to take money out from my account. My *************** financial adviser had give them a phone call as well so many times, they just said the same thing over and over ,They said we are working on it. I need to take my money out from this company.
Business Response
Date: 07/22/2025
To *************************************************** forwarded Fidelity a complaint filed under the above-referenced case ID.

We contacted our client directly on July 22, 2025, and are currently working on a resolution. We consider this matter closed with the BBB.

Sincerely,

Fidelity Investments
Customer Answer
Date: 07/22/2025
[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,

******** ******

HI, Can yo please give me the exact date you can give me my pension benefits back to me_
Initial Complaint
Date:07/14/2025
Type:Customer Service Issues
Status:
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.
They are refusing to verify if my account has been closed or if I am able to close my account. They keep saying I cant be verified and telling me to call back when I get more information.
Business Response
Date: 07/15/2025
Dear Better Business Bureau:

Your organization forwarded Fidelity a complaint from ***** ********. We wanted to inform you that we spoke with the client after the BBB complaint was filed on July 14, 2025, to address the client's complaint. We consider the matter fully reviewed and resolved.

Sincerely,

Fidelity Investments
Initial Complaint
Date:07/14/2025
Type:Billing Issues
Status:
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 been trying to obtain a Funding letter from Fidelity since last Thursday, spoke to 8 different people. NO ONE has helped me. I am trying to submit a bid on real estate and need to show I have enough money in my account to make this purchase. Each person tried provide me with a statement of my account which is NOT appropriate or correct as it will show the sellers the ENTIRE AMOUNT IN MY ACCOUNT, which OBVIOUSLY I don't want them to know! I have been shouted at, called rude, hung up on and STILL, I received ONE EMAIL, stating the entire balance in my account! NO ONE seems to understand and/or be willing to do what I need. I've been told 5-7 business days for a MAILED letter, ***** hours for an email. They do not want to understand the URGENCY of the situation. Real estate moves VERY quickly where I live, properties can sell within 24 hours. I wasted 175 minutes, so far, and have nothing.
Business Response
Date: 07/17/2025
Dear Better Business Bureau:

Your organization forwarded Fidelity a complaint from ***** *****. We wanted to inform you that, following receipt of the BBB complaint, we spoke with and emailed the client on more than one occasion to address the client's complaint. We consider the matter fully reviewed and resolved.

Sincerely,

Fidelity Investments
Initial Complaint
Date:07/13/2025
Type:Product Issues
Status:
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.
Fidelity uses a 3rd party for Fidelity Credit Card. Very poor customer service and difficult to deal with. All problems described in uploaded document. Primary complaint with this filing is of $568.00 charge that was paid from a cancelled credit card ending in 0150. Card had been cancelled for over 2 weeks, yet the charge was paid by the credit card company.
Business Response
Date: 07/20/2025
Dear Better Business Bureau:

Your organization forwarded Fidelity a complaint filed under the above referenced case ID.
We contacted our client directly on July 17, 2025. We are currently working on a resolution. We consider this matter closed with the BBB.

Sincerely,

Fidelity Investments
Customer Answer
Date: 07/21/2025
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,
Lane
Initial Complaint
Date:07/12/2025
Type:Service or Repair Issues
Status:
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 did a mobile deposit into Fidelity on July 3rd. They still have not released the funds against ****** regulations which I brought up to them. They tried to tell me that it was a new account which is not true either. I ran this through a AI system that noted that at the latest, the funds should have been released not later than July 9th or the 10th. I have desperately needed to do my dental work, pay my electric bill, etc. This is getting very urgent, and they have refused to release my funds which now I have to obtain an attorney and file a lawsuit. They have refused to let me speak with a supervisor or a Reg CC compliance officer. I am asking that they release my funds as I am having emergencies. Thank you.
Business Response
Date: 07/14/2025
Dear Better Business Bureau:

Your organization forwarded Fidelity a complaint under Case ID # ******** from Ja He. We wanted to make you aware we emailed the client on July 14, 2025, to address the client's complaint. We consider the matter fully reviewed and resolved.

Sincerely,

Fidelity Investments
Customer Answer
Date: 07/15/2025
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

They could not even locate my account, however, I had to spend even more hours on the phone to try to get this situation resolved. They had my phone number and did not reach out to me. They just told me to go onto the portal to express my concerns. This to me is not really handling the problem. I have late fees not due to this situation. This has been very stressful for me.

Business Response
Date: 07/16/2025
Dear Better Business Bureau:

Your organization forwarded Fidelity a complaint rebuttal under Case ID #******** from Ja He. We wanted to make you aware that we emailed the client on July 16, 2025, to address the client's complaint rebuttal. We consider the matter fully reviewed and resolved. We regret that the client is unhappy with our response.

Sincerely,

Fidelity Investments
Initial Complaint
Date:07/10/2025
Type:Service or Repair Issues
Status:
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.
today i contacted business several ways and by phone for annuities rollover of old IRAs of around 20k i felt that the initial calls were somewhat cordial but that they didnt need my business i felt that the way new customers were treated could have been more professional i had help but was told to basically do all the work online i expressed preferring old school transactions and paperwork i also didnt like the auto systems over old school i was not able to know who had my money since the rollover in question was sold off after i realized i started an account i contacted business letting them know i wasnt even provided an advisor
Business Response
Date: 07/13/2025
Dear Better Business Bureau:

Your organization forwarded Fidelity a complaint from ********* Still. We wanted to make you aware we emailed the client on July 11, 2025, to address the client's complaint. We consider the matter fully reviewed and resolved.

Sincerely,

Fidelity Investments
Customer Answer
Date: 07/14/2025
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 I navigated through multiple phone calls between annuity and doing my own work on your site, it became increasingly clear i was not properly enabled to know what i was signing or whether my funds were actually being placed according to my wishes
it appears that self working through is not professional and also when staff finally assisted they never tried to finish the job therefore i decided this company was not meant to be holding my old **** to say my complaint resolved indicated the lack of concern from Fidelity altogether

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: 07/14/2025
Dear Better Business Bureau:

Your organization forwarded Fidelity a complaint from ********* *****. We wanted to make you aware we emailed the client on July 11, 2025, to address the client's complaint. We consider the matter fully reviewed and resolved. We regret Ms. ***** is unhappy with our response.

Sincerely,

Fidelity Investments
Initial Complaint
Date:07/08/2025
Type:Customer Service Issues
Status:
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 done business with Fidelity for a number of years and have a number of accounts with them. Just prior to July 4th they made a fairly major change to their web site - by enabling an requiring two-factor authentication in order to even log in to their web site. They have a check-box on their sign-in page that says remember this workstation so that you arent supposed to have to reenter a code each time to log in - which does not work properly. Their web site also times out relatively quickly, requiring you to log in over and over again. So, now I have to track down my cell phone each and every time I need to log into Fidelitys web site. This is extremely inconvenient. I also do business with both ****** and Robinhood and dont have these kinds of issues with either of them.I have reported this issue to Fidelity and have requested they disable two-factor authentication for my account. They responded requesting additional information. It has now been several days since this issue has been reported and there has been zero resolution or zero help in resolving the ******** shocked that Fidelity would put a change like this in place with ZERO communication to their customers and ZERO ways to resolve any issues that putting a change like this in place would cause for their customers over a long holiday weekend. On other web sites you are given a choice whether you want to enable two-factor authentication. I was not 1) given any option and 2) did not agree to having this put in place for my Fidelity accounts. Its a change I did not request and do not want.
Business Response
Date: 07/09/2025
Dear Better Business Bureau:

Your organization forwarded Fidelity a complaint from ******* ******. We wanted to make you aware we emailed the client on July 9, 2025, to address the client's complaint. We consider the matter fully reviewed and resolved.

Sincerely,

*** *****
Fidelity Investments
Customer Answer
Date: 07/09/2025
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.
This change was implemented without consulting me prior to making this change and without my consent. The company has no way to resolve the issues THEY created and appears to have no intention of doing so. It appears none of their competitors have the same issues that they do with security - which is concerning in and of itself. If they continue ignoring / avoiding the situation that THEY created, they will most likely lose my present and any future business. Shocking that a company the size of Fidelity would so carelessly implement and communicate a change affecting ALL of their customers in this way...

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: 07/13/2025
Dear Better Business Bureau:

Your organization forwarded Fidelity a complaint from ******* ******. We wanted to make you aware we emailed the client on July 9, 2025, to address the client's complaint. We consider the matter fully reviewed and resolved. We regret Mr. ****** is unhappy with our response.

Sincerely,

*** *.
Fidelity Investments
Customer Answer
Date: 07/16/2025
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 has done ZERO to actually RESOLVE this issue that THEY created - other than sending me an email saying they can't recreate it. The changes that they made to their web site to implement two-factor authentication don't work on EITHER of my devices (my computer or my mobile phone.) I explained to them EXACTLY what the issue was. They just said that THEY can't recreate it (funny, I can recreate it EVERY TIME.) THEY created a problem that didn't exist before they made their changes to their web site then dumped on ME to resolve it for them. Not professional or the kind of company I would choose to do business with. I'm transferring my **** *** to one of their competitors TODAY and will look for homes for my other four accounts with Fidelity in the near future. Fool me once...

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:07/08/2025
Type:Order Issues
Status:
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.
Im filing a complaint against Fidelity Investments regarding their mishandling of my 401(k) loan, which resulted in an unjust loan default and a ***ort to the ***, despite my continued ************* original 401(k) loan was with *. **** Price through my former employer, ***. After I left the company, TTI transitioned plan administration to Fidelity. I was not fully informed of this change and only found out after the transfer occurred.I made a $100 payment on April 9, 2025, and enrolled in automatic payments. Fidelity successfully withdrew $61.16 on April 21, May 19, and June 20, 2025. Despite this, my loan was marked as defaulted, and Fidelity sent a notice to the ***.On July 8, 2025, I contacted Fidelity via chat and phone. I spoke with **** via chat, **** by phone, and a supervisor named ******. I was told that the original default notice was mailed in March to an outdated address, and when I attempted to update it, a Fidelity *** entered the new address incorrectly, omitting my apartment number. This mistake caused me to miss important communications that may have prevented the default.When I asked ****** which department was responsible for reversing a default, she refused to answer and said, You wouldnt understand the acronyms even if I told you, which I found extremely unprofessional.I have made every effort to remain in good standing. Fidelity continued accepting my payments even after allegedly defaulting the loan, which indicates a serious internal failure in communication and processing.I am requesting that Fidelity:Reverse the loan default status,Retract the *** ***orting,Confirm in writing that my loan is in good standing.This issue has caused significant stress and potential long-term consequences. I am seeking a full correction and written resolution
Business Response
Date: 07/09/2025
To ********************************************* forwarded Fidelity a complaint filed under the above referenced case ID.

We contacted our client directly on July 9, 2025, and are currently working on a resolution. We consider this matter closed with the BBB.

Sincerely,

Fidelity Investments
Customer Answer
Date: 07/15/2025
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.Screenshots attached
I am writing to formally reject Fidelity Investments' response to my complaint.
Fidelity claimed that they are working with me directly and implied that the matter is being resolved. This is not true. As of todays date, I have not been contacted by Fidelity since filing the complaint, nor have they made any effort to reach a resolution with me.
My loan remains wrongfully in default, despite:
My documented payments made before and after the alleged default;
My enrollment in auto-pay (with successful withdrawals in ****** **** and June);
My communication with multiple Fidelity representatives on July 8, 2025, during which I was met with dismissive and unprofessional conduct, not action or resolution.
Fidelity also failed to address or acknowledge the key issues in my original complaint, including:
Sending the default notice to an outdated address;
Mishandling my address update (omitting my apartment number);
Reporting the default to the *** without proper notice or basis;
Providing no information about which department can review or reverse the loan status;
Continuing to accept payments after labeling the loan in default.

Given the severity of the financial and tax implications of this unresolved situation, I respectfully request that the BBB keep this case open and press Fidelity for a meaningful, written resolution not a generic dismissal.
Thank you for your continued support.
Sincerely,
Regards,
*******

FAQ

Business Response
Date: 07/20/2025
Dear Better Business Bureau:

Your organization forwarded Fidelity a complaint from ******* ******. We wanted to make you aware that we contacted the client on July 15, 2025, and July 17, 2025, via phone call and email, respectively, to address the client's complaint. We consider the matter fully reviewed and resolved. We regret that ******* ****** is unhappy with our response.

Sincerely,

Fidelity Investments
Initial Complaint
Date:07/07/2025
Type:Service or Repair Issues
Status:
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.
In fidelity lynnwood branch I worked with ****** **** to manage my accounts with **********************. She told me that if I transfer my investment from another brokerage I will get $1000. She didnt mention any string attached. So on 4/21 I transferred my stocks from *************************** at work to fidelity. In June I got the $1000. On June 26 I got contacted by another broker and I emailed ****** that I was going to transfer my funds out. She didnt say anything about the bonus condition. Couple of days later she called me still nothing. Then the transfer was done. She called me that fidelity took the $1000 back since I didnt meet the requirements which she never said anything except I need to transfer certain amount over. She didnt do her job properly and I want $1000 back.
Business Response
Date: 07/13/2025
To Whom It May Concern:

Your organization forwarded Fidelity a complaint filed under the above referenced case ID.

We contacted our client directly on July 11, 2025, and are currently working on a resolution. We consider this matter closed with the BBB.

Sincerely,

Fidelity Investments
Initial Complaint
Date:07/07/2025
Type:Billing Issues
Status:
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 5/25/2025, a hacker hacked into to my Xfinity account and stole my phone number. On 5/26/2025, I discovered that my Fidelity Investments account was hacked into - $10000 was transferred from my Individual account to my Cash ********************** account, and several $500 withdrawals were initiated in my Cash Management account. I called **********************, Fidelity Debit Card, and Fidelity **** Credit Card immediately, and my accounts with all three companies were subsequently frozen and all the activities in my accounts were stopped. However, a $500 withdrawal in my Cash Management initiated by the hacker went through to an outside company that the hacker intended. In the days after the fraud occurred, I contacted Fidelity several times and was told to contact Fidelity Debit Card instead. When I called Fidelity Debit Card, I was told that this is a Fidelity issue and not their responsibility. So I was caught in between these two companies and nothing was resolved to date. Both Fidelity Investments and Fidelity Debit Card have zero fraud liability policy, and yet in this case, both refused to recover the $500 stolen from my account. That is why I am asking BBB to help resolve this issue for me. Thank you for your help.
Business Response
Date: 07/09/2025
Dear Better Business Bureau:

Your organization forwarded Fidelity a complaint from ** Qu. We emailed the client on July 9, 2025, to address the client's complaint. We consider the matter fully reviewed and resolved.

Sincerely,

Fidelity Investments

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Fidelity Investments is NOT a BBB Accredited Business.