Matthew Jennings sent a message to Abigail Johnson that said:
Mrs. Johnson my name is Matthew Jennings and I currently have an IRA account at Fidelity and have had it there for a number of years. Since I have had y account at Fidelity I have been treated with respect by your dedicated staff. This all changed yesterday October 8, 2020.
After checking my account, I noticed my dividend payment was not converted to stock at the end of trading October 7, 2020. I then call Fidelity customer service to find out why. I then spoke with a John Lemmon and informed him of my issue. He informed me that because I made my change to re-invest my dividends to stock on October 5, 2020 this did not occur since I made this change after the record date. I informed Mr. Lemmon that there is no information on your website informing customers of this so how would I know. Mr. Lemmon then said to me âI have to be educated to know what Iâm doing.â I then asked Mr. Lemmon to speak with his @$@$#$ supervisor. Mr. Lemmon then said âif I continue to talked to him like that he will end this phone call.â I again asked to speak with his supervisor. Next a Mr. Jim Hornberger said he was a supervisor and how he could help me. I then said to Mr. Hornberger before I contact the CEO of Fidelity why does your website not have information about when I make a change to re-invest my dividends it does not say I need to do this before the record date in order for it by stock instead of just giving me the cash. Mr. Hornberger said âThatâs how our system works.â I then asked Mr. Hornberger since I did not know this and the information is not on their website are you going to honor my request? He said no. I then informed Mr. Hornberger on what Mr. Lemmon said to me âI have to be educated to know what Iâm doing.â I then asked Mr. Hornberger that Mr. Lemmon should be fired for speaking like that to me. Mr. Hornberger then said he will bring this up with his manager.
Mrs. Johnson as a customer of Fidelity -
âWhy are you teaching your employees to be so rude and arrogant to your customers?â
âWhy does your website not provide all the information I need about dividend re-investments?â
âWhy should I keep my account at Fidelity?â