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May 2023 by Fbnonline S.
Fidelity Investments doesn't keep to their promise, I'll say they have good educational features but at the end you lost all your investment, first my withdrawal wasn't approved, I tried to access my account on my computer and I was restricted on both devices, support doesn't give proper answer just copy and paste. since I started profiting from benarmstrong-trades i decide to stick to my copy trading which have been very successful as I don't use Fidelity investment anymore, my investment is still stuck there.
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June 2022 by Sally T.
I feel this office definitely has a problem with treating people with dignity and respect. I do not feel the same way with the company as a whole. The office in Palo Alto has a habit of judging a book by its cover, and is guilty of giving different service to different people based on vacuous self-assumptions that have no meaning. I only go into this office if I absolutely have to. It's never a pleasant experience.
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June 2022 by Dale Hu
Although most staff at the Palo Alto Branch are friendly with the exception of one or two, their knowledge of what forms and documentation is required was severely lacking. Rather than consulting with the Transition Team right away, some of the staff tried to tell us what they thought was required only to have multiple communications about additional forms and documents. We initiated an action over 3 years ago and as of June 2022, it is still not resolved. We tried to get responses but each time a different staff member tried to start from the beginning. If we had to work with another financial services company again, we probably wouldn't pick Fidelity. If the staff are willing to talk with us and make things right, we would be willing to change this rating but the company really needs to improve their customer service and representative competence and knowledge.
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June 2022 by X. Y.
36 reviews with a 2-star average is not a good start. Despite my overall very positive experience with FI online and on the phone, I cannot say I had the same experience with this branch. I scheduled an appointment at 10AM, received a call 5 minutes late at the wrong number (I previously requested to be called at another number but the representative on the phone was too eager to schedule than to confirm and schedule). I called the branch with the right number, spoke to Alex Bayer (80322), did not get much further since he had issues hearing me (no problems on my side). I went back to my 1st line, called the branch and left a message on his answering machine. It was already 10:15. I waited another 30 minutes and never got a call back until 5 minutes to the top of the hour from some female voice, some colleague who presumably works with Alex. At that point I told her I left a message for Alex and it was not necessary to reschedule. I'll do my DIY investing as usual. In summary, it was a waste of time and this is a useless branch with a late and unprofessional employee.
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December 2021 by Jason C.
I don't usually post reviews but here goes. When your phone call services treat you better than the actual store, you know it's bad. I had spent several hours on the phone but yet felt like I was getting more help than from this store. The employee at this store did not fully grasp the situation nor advocate for the customer. If I had to request any change, I would recommend for the staff to at least understand why the customer is trying to make last minute changes to their retirement accounts instead of just blaming the customer and saying, "nothing could be done". I am usually patient with customer service and understanding but this was just poor service altogether. This is disappointing since this will having lasting effects on my financial plans.
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November 2021 by kat v.
Totally OVERSOLD on their management and strategy. Once I was under management they dropped me like a hot potato making enough to cover the management fees, leaving me flat. I called to exit and they NEVER submitted my order! Left it there to collect more fees! I did better on my OWN! RUN RUN RUN!
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October 2021 by Susan T.
Someone withdrew a lot of money multiple times from several of our Fidelity accounts. Large amounts of money and Fidelity never flagged it. Now 3 months later, I am stuck in an administrative nightmare. Every time I call, it is a 2 hour wait. Every time I fax forms, they claim they did not receive. Every clerk tells me a wrong way to fill out a form. Time is ticking by and I still so not have money back in my accounts. These are retirement and UTMA accounts that have not been touched in years so you would think when big withdrawals start happening, they flag it and contact me.
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August 2021 by Kyle S.
I am unable to make a contribution either digitally or on paper. Online, I get a message saying this type of transfer is not available. WHAT? I'm transferring money from my bank which is linked to Fidelity to my Roth IRA. It allows me to continue anyway but when given a choice of the account I want to contribute to, it only gives me the puritan account. That's not where I want this money to go. On the paper form, it asks for information I do not have and cannot find in my online account (such as the symbol). The chatbot is useless and just keeps referring me back to the same page where I cannot contribute money. So I guess I don't get to contribute. Maybe I'll take my money somewhere else. I've been with Fidelity for over 30 years and never had this issue.
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March 2021 by Nils B.
Trying to roll some old 401k accounts into a fidelity account. Can't for the life of me get a hold of someone. Calling the palo alto branch puts me on hold for an hour plus before getting disconnected. The website general phone numbers seem to land you in the same place. Even getting live chat takes 45+ minutes and they weren't able to help. Geez.
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February 2021 by Catherine C.
If hanging on hold for HOURS is your thing....then you HAVE to call Fidelity. Trying to complete a simple transaction: transfer my late husband's Non-IRA cash account balance to his Estate Account with TD Bank. Too many irrelevant steps; like having to open an account in my name (what/why??), certified mailings of forms requested, then they still will not release the monies. Did NOT have these issues with Charles Schwab, Vanguard, Merrill Lynch or Transamerica; I requested the transfers and poof they were completed. If you want prompt assistance with a LIVE representative go with another institution
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November 2020 by Diane E.
Near election time,I found that had been exasperated in dealing with FID customer services esp. from different states. When I cancelled the order I put in previous days, took too long to clear and put the fund back into my accounts.(Sometimes 4-5 hrs before 4 PM or 6PM or even a few days after, this happened often). As well as putting orders to buy some political-tied stocks, over sudden there is a new rule that I have to get out to change my goal of investment. That delayed for another 5-10 mins or more. Richard C. was correct, transfer the money or stocks in-out of the accounts had been horrendous, I agreed. The office on UES is poorly planned for CoVid, the door was open and I can walked through empty offices and made a complaint to finally found one person working. But FID has more customer services to pick up the phone faster than other investment banks about half are new and had not been trained yet.
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August 2020 by Allen P.
Terrible! Not allowed to buy and sell without being punished and having to wait. Waste of time and money!
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April 2020 by Richard C.
First of all, I have accounts with two of the major brokerages and Fidelity is one of them so I do have something to compare it to. My beef with Fidelity is something that should be very basic and easy, transfer of money from a bank to my Fidelity account. For weeks now when you try to do a transfer you receive "We're sorry, but we can't process your request right now". How is this possible for a major brokerage? I'm done with them.
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December 2019 by Ellen M.
Great office in Palo Alto. My advisor Larysa is Terrific!! Terrific customer service.
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October 2019 by David J.
Fidelity welches on their offers.. when I asked if they had $0 commision trades like Schwab, TD Ameritrade, and ETRADE, and they said no but they offered to give me $2500 to keep all my assets there. When I asked if they could meet TD Ameritrades tiers for account bonuses they recended the offer. From Fidelity Dusty Watkins Assistant to the Chairman and CEO Executive Office W834059-27SEP19 "I understand that you spoke with Vice President, Financial Consultant Irina Harichkova on October 8, 2019. Irina notified you that we rescinded the retention offer". I don't trust Fidelity because they recinded the offer so I don't trust them them with my money. Really all a broker has is his or her word and that trust is broken. Fidelity also posted false market cap information on an OTC stock I was trading (GEOVAX) even after GEOVAX posted updated SEC filings. In the reply to me Dusty Walkins at Fidelity's Executive Offices stated GEOVAX is a pink sheet OTC stock. My understanding is GEOVAX is a OTCQB who files SEC statements and pink sheet stocks have no such requirement,the CEO at Fidelity and her representatives should know the difference.