Fidelity Investments - Corporate Office

Jay _{on Google}

Mar 8th, 2021

Unable to transact on website and unable to reach a representative by phone or on-line chat. So I've been with Fidelity for ... 20 years or so to manage my retirement, IRA's etc. since I first started working. Their customer service had always been fairly good ... until recently. I never had more than a 5 minute wait for ~20 years or so to speak with a broker. Now... over the past few weeks, I am on hold for 30 minutes, no one picks up, I'm unable to schedule a call-back. I tried the live chat online, waiting there for .. 20 minutes (and there's only 1 person in front of me!?). I wanted to place a trade for a stock about 4 weeks ago. The stock is at an historical low and it seemed like a good time to buy. My online transaction was mysteriously canceled two times. Meanwhile the stock has already started going up. In my mind, Fidelity is on the verge of no longer being tenable for me. I may have to move 90% of my investments to another service. I'll test out the other service, if I can get through and place a trade in 5 min, 10 min tops, then I will leave Fidelity. Or .. Fidelity can hire back the 75% of its customer service that it must have laid off. Fidelity needs to improve on the timeliness of its customer service. 30 minute waits are unacceptable. Again, I've been fairly loyal for 20 years and in three phone call attempts that took over 30 minutes each, they may have lost me.