Over the years I've had plenty of experiences with Fidelity's security. They have excellent voice recognition which is superior to pins and passwords which are so easily stolen. From stolen wallets and checkbooks to attempts to commit identity theft, Fidelity has excelled in protecting my account both brick and mortar and online. I compare this to service from Citibank which came up short. Very. Short. The only other organization with security that comes close is American Express. If your account has been targeted Fidelity will raise the security of your account. They will freeze some easily exploited features. This means you can't use it either but it just means you need to call Fidelity and get verified by their voice recognition and they will excute the action on your behalf. The following is a duplicate of a Yelp review that I submitted on another account. Yelp cannot merge accounts so they recommend you copy your reviews then delete the extra account. The original review was submitted in 2020, You judge quality when the chips are down. Recently, I was burglarized And the burglars left spyware on all the machines in my home network. Yeah, that's why they didn't bother to steal the equipment. This is how you reset your passwords when your equipment is compromised. You go to Fidelity and you reset your password. The manager himself carried equipment out to me. The staff let me stay late to finish up. The staff looked up 800 numbers for me. They dialed the numbers and held the line until I was ready for the call. It was almost surreal. Not one other financial institution came close to this level of service. Far as I can figure Fidelity has the best security against identity theft that I've encountered. read more

Thought it was cool they have a brick and mortar shop near me. I emailed a person there and they never responded. This was a referral too -- it's been a few weeks as of this review. Nothing. Calling in for hours, they said I could get it done through the phone. Which I did, and it was actually through the app we downloaded. -- Not upset but I guess why have a brick and mortar if you just prefer people basically use the customer service line and app. For the branch itself, it would be 1 star since they ghosted me but they get a whole star ('could have been better' = 2 stars) because a person there did transfer my call to their customer service line which helped me in the end. read more

I moved my investments to Fidelity because my 401(k) was with Fidelity. I now regret that decision. I don't think my financial adviser has done a good job. I think he is lazy. He steered me into a managed account. That made less work for him and more money for Fidelity. Fidelity charges me a 1.1% management fee. Fidelity claims the managed account is best suited for my needs. All they do is adjust the percentage of stocks and bonds based on a client's risk tolerance. For example, if your risk tolerance is a 4, they will invest 40% of your money in stocks and 60% in bonds. If you risk tolerance is 8, they will invest 80% of your money in stocks, and so on. It doesn't matter if bonds are doing horribly, they will invest your money in them anyway. If you want to change your risk tolerance, you will get hit with capital gains taxes. To summarize, they failed to take advantage of market growth but still left me vulnerable to market loses. They still haven't given me a solid plan for me to enjoy my retirement. I think you could do just as well managing your funds yourself. read more

Fidelity brokerage is without fidelity! Listen up, people. I understand that every interaction with any big or small organization is different. What I can tell you is that Fidelity is the most ridiculously broke brokerage operating without any regard for treating people the right way (and getting away with it) and atrociously the worst financial management company ever. The organization's employees at all levels of the brokerage do not give a damn about the customer, but they're there for no other reason than reshuffling paperwork and getting paid. I've never seen such incompetent and careless management in the history of brokerages. Please, prospective customers, stay clear, and you will save yourself from the heartaches you will face in the future, which is the only guarantee you would get from FIDELITY operating without it. read more

Fidelity sucks!!! The financial advisors at this branch are mostly useless because they give you very basic information about investments, especially alternatives. I got a decent advisor during COVID, but he quit or moved. Kristen Adams was assigned to us - she was friendly, but my wife and I didn't find her very useful. We made the mistake of consolidating our retirement accounts to Fidelity to stay close to our work 401(k) and brokerage accounts. They suggested consolidating our kid's 529 plans from ScholarShare to Fidelity. The process was unnecessarily complicated and painful. They made us sign a lot of paperwork (handwritten), and some moron at this branch made duplicate copies of the forms. So instead of two accounts, we ended up with six!!! It took over a month to sort everything out, and I wasted a lot of time even during my vacation talking to Fidelity customer service. Eventually, I closed all of our Fidelity accounts, and moved to Morgan Stanley + E-trade. Their service is next level compared to Fidelity, and we are so much happier since we were with Fidelity. We have to deal with Fidelity from time to time when we have to do 401(k) rollovers - they still suck. The quality of their phone service is worse than outsourced phone services out there. It's 2024, and you still can't do rollovers correctly online, and they repeatedly mess it up. My wife has been dealing with them for about 3 weeks with her 401(k) rollover checks - they keep messing up even the basic things. Why FAANGs still use then for 401(k) is beyond me! read more

As part of Intel's benefits, I had the pleasure to work with Kosin Cheng as my private financial advisor. Kosin is absolutely amazing. I first had a call with her in November to learn more about what Fidelity can offer as a service as part of this Intel program. I was so impressed with her knowledge and painstakingly detailed explanations of all of the benefits that I decided to meet her in person for a discussion instead. And make no mistake, I am fairly educated and know quite a bit about finance myself, so to impress me, Kosin really had to have her chops down. I would say the best thing about Fidelity and Kosin's services is that they really listen to your needs, customize to what you want to achieve and your directional goals, and finally put a plan together to march there. This is what I needed, and Kosin/Fidelity delivered. Keep up the great work! PS: Oh for my Intel friends, yes I highly recommend you have a chat with Kosin no matter which stage of financial help you may need. Her advices span quite some useful spectrum. read more

Terrible customer service here, so rude and disrespectful! I was waiting for my fiancé and had my baby outside trying to calm her down as she was crying (only 4 months old) and this agent working there had THE NERVE to tell me to walk down the street because my baby was being too disruptive. i was in utter shock. i hope that man never has kids because clearly he doesn't understand what that entails. not a family friendly place AT ALL. read more

I made an appointment with a representative that was to occur on Zoom at noon. I was told I would receive an email with the Zoom link. I did not receive the email and the phone goes to an answering machine. No one has returned my call about the missed meeting. I have received a general info message from the company so I know they have the correct email. I will invest elsewhere. read more

First of all I have been visiting Fidelity more and more since I retired. I have been interacting with several representative like the front desk Mengjia, Caspian, David, devin, Megan and the advisors like Sheela, Jeff, Sara and of course the manager Tim Kecken. All of them made my visit pleasent and helpful while I have my financial questions answered. I recommend one all for their excellent service. Thank you so much Gita Pathak. read more

Terrible customer service. Can't even call it service. Long waits on hold and then they disconnect you. Quoted $49.95 for a transaction fee, they charged me $1700. Tried to talk with someone who could have cared less. I guess he thought it wasn't his money so why bother. Stay away from this company. read more

I switched my financial planning services from Ameriprise to Fidelity after I met Sheela Sukhdeo, Wow - has it been a completely different experience! She has helped me understand my finances (401K vs. IRA vs. 529 vs. insurance vs. mutual funds, etc. etc.) and encouraged me to work toward my financial goals. She is accessible, knowledgeable and very professional. I always get a response within the day. I just wish I could have started with Fidelity and Sheela a long time ago... which is why I try to encourage my younger friends and colleagues to go to Fidelity and meet Sheela. It is never too early to start a financial plan! read more

The Fidelity Advisor is horrible. I should have never ever taken her advice. She kept insisting that I diversify my portfolio. Yes, that is the reasonable thing to do in general. What is ridiculous is that she showed me a rating chart on Apple around Dec 2016, when the stock was around $110 range. She did her best to convince me to sell it. Yes, I sold it at $108. She then advice me to allow fidelity to manage a portion of my asset. Almost 2 years later, the return on the Fidelity managed account was a little less than 10%. On the other hand, Apple more than doubled. That is totally stupid of Fidelity. I can't trust these so called expert who claims to be a CFA. I managed my wife's 401K, and her last 2 years Rate of Return was over 15%. These institutions are crooked and do not really help. Be smart and not let an advisor fool you. read more

I've been a long time customer/client of the Fidelity Sunnyvale office for over 10 years. My experience has always been positive with the staff being able to provide prompt, courteous, knowledgeable, and helpful assistance. During that time, I've worked with a number of financial consultants. More recently I began working with Rohaib Hamid. Rohaib has been providing stellar support in helping my husband and I plan for a worry-free transition into retirement. Rohaib is very proactive in reaching out, seeking to thoroughly understand a client's financial picture, providing a realistic assessment of one's situation, anticipating future needs, and providing both recommendations and alternatives. He has a wonderful way of working with clients! Great communication skills! He is generous with his knowledge and insights. As a client, I appreciate that I can count on him to follow up after our conversations. What's also really unique about Rohaib is that he takes the time to advise us of all of the services that Fidelity provides. Great customer focus! Thanks, Rohaib! Leslie K. Cupertino, CA read more

Grateful for Caspian Lewke. I scheduled time with him via the Fidelity Find an Advisor tool. Caspian called as expected, spent time patiently and skillfully answering my many questions, and responded to all of my follow up questions promptly and thoroughly. Each of these interactions were kind, gracious, detailed and knowledgeable. There was no sales pitch. No pressure. Thank you Caspian! read more

My husband and I went to our first appointment at Fidelity, speculative and not knowing what to expect. We met with Sheela Sukhdeo and after that appointment, my husband and I looked at each other and said, "why didn't we do this earlier?". Sheela is amazing! She makes sure to go over all the information being discussed in detail. My husband likes to ask many questions, but Sheela is never bothered, instead she uses her white board to explain how things work and is very knowledgeable. Every appointment we have had with Sheela has been like this; informative, insightful and personal. I also must compliment her team. They are friendly, professional and always willing to help. My husband and I are very appreciative to have Sheela guiding us and helping us achieve a financially stable future! I highly recommend Sheela Sukhdeo, if you're looking for a financial adviser that you can trust! read more

Appreciate the help and friendly service of Kristen Adam's and Jeff Ullom today. Though both are keeping us safe in the pandemic, it was nice to see Kristen's smile without a mask on the big in branch screen and I certainly could hear Jeff smiling over the phone while offering guidance I'm thankful for. Well done, and please keep up the great job! read more

There is no way to schedule an appoint online (even though I have an online account?!?). I called in to the central customer support to schedule an appointment and they told me they only take appointments at the branch level so I called the branch... and now I am on hold for 30+ minutes for this branch... read more

What happened to the Fidelity I dealt with in the 1990's??? The Fidelity I dealt with the 90's was professional and organized and accountable. The Fidelity of today has become a joke! The staff do not have the answers to the questions and provide incorrect answers to customer questions and do not hold themselves accountable for their actions. I called their 800 number and was e-mailed a form to transfer one of my 401K accounts from my previous employer to transfer the Fidelity. After completing the forms and getting signature guarantees (very painful and time consuming to get) and waiting in line for 30 minutes to bring the form to this office to process, the representative at the office rudely told me "you have the wrong form". Complete jokers! read more

Excellent customer service We went into the branch to make an appointment for a complex transaction with our account. Instead, Megan said she could help immediately. She took us into her office and we completed the three transactions quickly and professionally. Megan was both very professional and charming. She made the process easy. The reason we went into the branch is that it seemed difficult to set up an appointment by phone. The branch was close by, so we dropped in. I suppose I could take off one * because of difficult telephone appointment procedures, but our customer service experience was so good with Megan, the five stars stays. We don't use Fidelity as a financial advisor, so I can't remark as to the quality of investment advice. read more

Sadly, I had a contrasting experience compared to Bob... I stopped by on a Monday afternoon, wanting to deposit a check into my individual account (and hoping to deposit it into a specific mutual fund that I hold). As I approached the front counter, there were 2 reps standing there chit-chatting. One of them directed me to use the automated deposit machine without even asking what I wanted to do... Not wanting to interrupt their mid-afternoon gossip session, I obliged. But seriously, why bother even standing at the desk if all you're going to do is tell the customer to do it himself? read more

This is the financial services equivalent of coach on United Airlines. I asked that a wire go out on a specific day. They did not send it because they 'were just too busy.' Later on, they closed the wrong account, including the checking account I had written checks to my tradesmen on. Then, after turning the checking account back on, they forgot to turn on the debit card. This led to a disaster in a warehouse club when my debit card did not work. The branch is useless at solving issues, after hours support is worse than useless, management is unresponsive and clueless. They can't manage basic financial transactions and they want to advise me on my financial future???? All in all, one word: Avoid. read more

I usually do not come to this branch, but I dropped in to ask a few questions about my Roth IRA account. A man at the front desk said he would be able to help me with my account questions. I did not get his name, but he incorrectly told me that you cannot withdraw contributions from a Roth without penalty and that the before tax 401k contribution limit of $18,000 includes the after tax Roth contribution limit amount of $5,500. I knew what he told me was not true and when I voiced my doubts, he continued to insist that I was wrong. He even showed me a handout that stated, "Contributions can be withdrawn at any time without paying taxes or penalties. Earnings can be withdrawn federal tax free and penalty free if the five-year aging requirements and certain other conditions are met." The first and second sentence are clearly talking about two separate things, contributions versus earnings, but he insisted that neither contributions nor earnings could be withdrawn from a Roth account unless you meet certain conditions. As for his belief that the $18,000 before tax 401k contribution limit includes the $5,500 after tax Roth contribution limit... that doesn't even make sense. How can you combine before tax and after tax limits together into one category? The fact that there is an employee at this branch that does not know basic information about retirement accounts makes me wonder what other kind of wrong information is being passed around. When you are dealing with other people's finances, I would argue that it is important to actually know the correct information. read more

Good investment firm but this particular branch isn't very customer service friendly. They only have one person working the main line usually and I tried getting a mutual fund a week ago and it still hasn't reflected in my acct. If things get better I will update my review but so far this place has a shitty first impression. The guy that did my paperwork is John. Nice guy but he has to get to know his job better! read more

They mishandled a million dollar stock certificate that I deposited into a newly opened brokerage account. The account executive didn't know what he was doing. I am canceling my account and going elsewhere. read more

Like always, making deposits into accounts was smooth and easy. It took a little time today since I had several checks for different accounts, but the guy was rather efficient, and I was out the door in 10 minutes. read more

I moved to Bay area 3 years ago and contacted by this local facility. She has invited me to several of the seminars held at this facility. The staff works here are very friendly and respectful every time I visited. You can always drop by and get a cup of coffee or tea while you are waiting. It works both ways. If you treat people nicely, people will treat you nice back. read more

I came here on a Tuesday afternoon needing to take care of some retirement/tax stuff at about 4:55pm and was worried that they might not help me out because the website says they close at 5 (which I'm not sure is accurate, as there were other people also there). Came in and the person at the counter was very helpful and attentive. Without going into details of my transactions for obvious reasons, I will say I didn't leave until 5:25 or so because there were multiple things I needed to take care of, but was very happy with the service and had everything taken care of that day! At no point did I feel rushed or that I was being an inconvenience to them! read more

People here do not answer the phone! Everything is channeled to a voice mail system that asks for information and then keeps you on hold. Sometimes for over an hour. I spent 1 1/2 hours on the phone with their corporate office (a little over 1 hour was on hold). When someone did answer they were fairly clueless and the upshot was he finally gave up and said I would have to contact a local office. The person had little idea how to handle an inherited IRA much less one that was probated. He used terms like endorsed and certified incorrectly and if I had not explained them to him he would still be in the dark. This office never did answer the phone. All I wanted to do was get an appointment to handle an inherited IRA. Now I guess I will have to go into the branch and get an appointment and then go back again to get my questions answered and the account taken care of. At this point I have zero confidence in Fidelity. read more

I've been to this branch at least a dozen times and have always been treated with respect and efficiency. Yes sometimes you need to wait a bit because the front desk will take the time to answer all questions which inevitably are more than you think about when you start. When you are waiting behind someone that may take a while. There have been times when I needed to talk to someone other than the branch representatives and they have walked me over to the phones and called the right number to get me connected. The local rep then offered to come back to the desk if I wasn't able to resolve my issue. They also have a very cool account log in terminal that automatically logs you out of your account once you step off the floor mat. Good security feature. read more

Make sure you have a lot of time to waste before you come. The service is very slow even for simple tasks. They need to train their employee better.... read more

It's very convenient to have a local office to go in and talk with someone in person. At least I thought so. But I scheduled a follow-up appointment with one of the planners, arrived and gave my name to the person at the desk. She left him a message that I had arrived. When I was still waiting after a few minutes, she went and put a note in his office. After waiting 15 minutes, I went back up to the desk and asked for someone else to help me. The desk folk were a little confused and asked each other where my scheduled planner was. Turns out he had taken the day off. He hadn't called me to reschedule -- still haven't heard from him. And I don't know how long I wouldn't have sat there waiting if I didn't ask again since the front desk folk seemed uninformed about who was in the office that day. I expected more from Fidelity. If someone is not attentive to their appointment schedule, calling when scheduling conflicts or other issues arise, then I can't know if they'll be attentive in other more important areas of doing business. Very disappointing. read more

Fidelity used to be great. Yesterday i spent 22 minutes on hold before getting a rep on the phone. Today i spent 43 minutes waiting on their online chat service before getting connected to a rep. Who has time to wait on hold? read more

Fidelity mislead me in conversation regarding a series of transactions causing my personal written instructions to be inconsistent with how they implemented them. This after going out my way with a pre meeting to insure this did not happen. No head up communication and at the end of the day they took a position that was not supported by the facts. It was "circle the wagon" and let the big retail company dominate the consumer. This behavior is unacceptable and in my case add additional and unnecessary legal risk. I am pretty sure they did not even follow their own policies. Because of this, I will be moving my retirement and investment business to another provider. read more

Generally disappointing... have not been treated very well by several staff members who only seem interested in you if you have a 7 figure account with them. No thanks... going to another branch instead. read more

Visited this place 3 times during last several years. Every time they were extremely rude and unprofessional. Couldn't help even with simple problem like address change, had to go to other branch. Ended up closing all accounts at there. read more

Walked in around 9-9:15 am and there was no one behind the counter. I saw a jacket on the chair but no one to help me. I stood at the counter waiting for a few minutes. Someone from fidelity was having his photo shoot in the lobby area and I could see people busy walking around in the back. I realize all those management fees go to the professional photos of their staff and NOT to customer service. I've been depositing my IRA contributions to fidelity for years but now i'm thinking of going elsewhere read more

I chose Fidelity amoist by defalut when I was laid off, because my previous 401K had been with Fidelity. I also had some other investments with Ameriprise, which I was not completely happy with. When I went in to the Fidelity office, my advisor listened very carefully to my investment preferences and tolerance for risk,and helped me make some very good decisions, including talking me out of some ideas that, in hindsight, would have been less optimal. The mix she suggested significantly beat the market over the first years, and she has consistenly helped me make the moves to get the most out of my investments. read more

Unbelievably poor customer service! I didn't think they could get any worse than over the phone but it appears they disrespect you even more in person. There is a counter just like in a Deli that they try and have you give personal information. I came into the office in person after getting the run around on line and over the phone by Fidelity so I should have been immediately transferred to the office manager or an advisor for damage control but the supercilious lady at the counter proceeded to ask personal questions without greeting me and then to tell me no one was available while I saw men who obviously worked there chatting as they headed out to lunch. It would have been so easy to grab one and ask him to take a minute at least to give the impression that they cared...but no. This lady truly didn't care even after I told her I was uncomfortable giving personal information while standing at a counter. She also told me the manager was 'on the phone'. When I told her I needed someone to sit with me and straighten matters out she left for literally 15 minutes leaving the counter completely unattended only to come back and tell me the manager couldn't be bothered to put down her phone to give me some facetime. Then she added insult to injury by sniffing that she usually only sits with clients who are investing over $100,000. Really?! She had no idea who she was talking to or what our financial situation was yet she wanted to sneer at me while forcing me to stand in front of her counter like I was ordering food?? There were two older gentlemen with whom I'd been chatting while waiting for her to return and we all traded horror stories of this office. When the snotty lady came back with her unhelpful response I simply said that was unacceptable and walked out. I drove over to ETrade in Cupertino where I was treated like a Queen and promptly transferred all our accounts. I'd rather give my money to a company who actually seems to care about their customers than a company who thinks it OK to so totally disregard and disrespect them. read more