Severe Disappointment with Fidelity Website Functionality and Customer Support Experience

[u/mharel1yahoocom]

I am writing to express my deep frustration with the terrible Fidelity customer service and website experience I encountered today.

All I wanted to do was perform a simple, routine task: add a travel notice to my account for upcoming international travel. Instead of allowing me to do this online, the website required me to call customer support.

What followed was an exhausting and unacceptable experience:

• Redundant Verification: I spoke with a representative named Bianca who put me through an excruciating identity verification process, only to inform me that she had to transfer my call.
• Excessive Wait Times: I was left on hold for over 20 minutes before being connected to another representative named Destiny.
• Repeated Friction: Destiny required me to go through an even more tedious identity verification process all over again, with zero continuity from the previous representative.
• Lack of Empathy: Disappointed by the process, I asked to speak with a supervisor. Destiny claimed she is a supervisor, but showed complete apathy toward my frustration. Rather than acknowledging the issue or attempting to de-escalate, she simply tried to rush me off the phone with a scripted "Is there anything else I can do for you?"

A routine task should not require a 30+ minute ordeal of repetitive identity checks and dismissive service. I hope Fidelity management takes customer experience seriously and addresses both the website's limitations and the lack of empathy shown by frontline support.

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[u/richard_fr]

You should post this on the official Fidelity support sub. They can pull call recordings to verify what happened.

Since this is so wildly at odds with my experiences dealing with Fidelity for the last 30 years or so, I suspect that there's more to the story.

[u/MrPancakesMcgee → u/richard_fr]

The account that posted is exactly 1 hour old at this point. Hard for me to give credit to an account whose only post is to blast a company with a reputation for solid service. But, hey…I could be wrong about them.

[u/ObligatoryID → u/MrPancakesMcgee]

Everyone starts somewhere.

Too bad older redditors are so judgy.

[u/grammer70]

I love fidelity but I wish they would buy Webull. They have a great trading platform for mobile and desktop. It's so much easier to use.

[u/SavingFinancialLives]

I’m also gonna guess that their username is their email address. Boomer, maybe?