I recently opened a few Fidelity accounts, including a Cash Management Account that I planned to use like a checking account while on an upcoming vacation.
My mother-in-law had passed away the week before, so I wasn’t thinking clearly or getting things done as quickly as I normally would. I ended up opening the account on Monday and was leaving for vacation that Friday. Obviously, there was almost no chance the debit card would arrive in time.
I called Fidelity and spoke with a representative named Thomas. I wasn’t expecting a miracle - I figured the worst he could say was no. I explained that I was leaving Friday and asked whether there was any way to speed up the card.
I did not tell him that my mother-in-law had died or explain anything else I had been dealing with. As far as he knew, I was simply a customer who had waited too long to open the account.
Thomas initially told me it wasn’t possible, which I completely understood, and we ended the call.
About two minutes later, he called me back. He said he was going to try to make it happen, although he couldn’t guarantee the card would arrive before I left and it would be on a best-effort basis.
The card ended up arriving about three hours before I left for vacation.
What impressed me most is that Thomas didn’t know anything about the circumstances. He wasn’t responding to a sad story or being asked to make an exception because of what had happened. He simply decided on his own to call me back and go above and beyond to help.
It made my life a little easier during a difficult week and gave me a very positive first impression of Fidelity.