I have used Fidelity Investments for 15 years. At other locations, across the country, and even over the phone with their phone customer service, I have always been more than happy. I've actually been impressed.
Not so at Fidelity's Broomfield/Superior location at Flatiron Mall.
I was selling a small amount of stock. I did not have my new bank account on file with Fidelity, so while I could sell the shares online, I had to go into their Branch Location to authorize the wire transfer. I sold the shares on a Monday, and was advised that I could go to the branch on Thursday at the earliest.
I called the branch on Thursday morning to confirm, and asked if I could come in on Friday and authorize the transaction, as I needed the money for the weekend. I was told "No Problem, just get here before 5, we close then."
We did, arriving 2 hours before closing on Friday. We had our multiple forms of ID, checking account information, confirmation of sale of shares, and Fidelity Account Number. Fabulous.
The first thing Chicky at the Counter says to us? "These funds won't be available until Monday." Ummmmm, excuse me? I told her I'd spoken to a gentleman IN THIS OFFICE yesterday, told him I needed the money for the weekend, etc, etc. I'd sold the shares nearly a WEEK ago. She was unsympathetic. I asked her name. (They do NOT wear name tags.) She refused to give it to me. I asked for that policy in writing. She didn't have it. I asked who answers their phones. She said she "Wasn't comfortable giving me that information." So, I got on my phone and called Fidelity Corporate, with whom I have had many positive experiences. As she hears me begin to complain (to a Supervisor, whom I requested immediately and was connected to) she told us that she was getting the Branch Manager. I told her I wasn't interested in speaking to her, and would not do so. She got her "Manager" anyhow, and the two of them tried (Not so Stealthily) to eavesdrop on my conversation. Obnoxiously. To the point that I got up, moved around the corner, and put 2 groups between us, so that they'd have to literally stand among other customers to listen to me.
Fidelity, given my history with their investments, was horrified to hear of the ordeal. They instructed me back to the window, where they were already on the phone with the "Branch Manager," having called her to instruct her on how to properly handle the situation.
Call me crazy, but I would expect a "Manager" to NOT need instruction from a TELEPHONE CALL CENTER on how to do her job.
Ridiculous.
They also instructed me to get two copies of the receipt, as the agent's name would be on it, and they wanted me to fax them a copy of it, so that they could address HER ineptness.
When I went back to the window... NOT EVEN AN APOLOGY. Nothing. Not even an offer to cut me a check, which I could deposit in my bank account so that it would at least show as pending, rather than the wire transfer, which wouldn't even show as incoming until MONDAY. (I found out LATER that them cutting a check was a possibility. With their PHONE SUPPORT people. Sigh.)
She meekly filled out the form, we signed it, and asked for two copies. (At which point her eyes got wide. I guess she knew what she was in for.) And her "Branch Manager" had disappeared. Literally. I do hope they got what was coming to them.
Fidelity Corporate credited my account the fee for selling the shares, waived the wire transfer fee, and offered to pay any fees my bank charged as well. Hooray for Fidelity Corporate.
Boo on Fidelity Investments Broomfield Office. Avoid it at all costs. read more
