Larry Conly sent a message to Edward Johnson that said:
I have just experienced the worst customer service that I have ever encountered with a financial services company, let alone a brokerage. And sadly, I must report that it was with Fidelity!
I attempted to simply roll over a Fidelity 401(k) into my existing Fidelity roll over IRA. Instead of a few clicks, I run into system errors ("the system is not responding"). When I call customer service, I'm promptly blamed for the issue, and the customer service person refused to report the issue, suggesting I could do so myself after being transferred to another team.
Fidelity should: (1) own account corruption caused by failures of the Fidelity website, (2) fix corruption without requiring me to "call back tomorrow", and (3) take ownership of these problems by: fixing any data problems for me, providing me status when the issue is resolved.
Instead, I'm left with very little trust in Fidelity! System problems that the customer service people do not care about, and ownership of the issue being transferred from Fidelity to me?
I have been a happy customer for many years, and like the one-stop-shopping model. Please fix your business processes and never let another customer go through what I went through tonight.