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January 2024 by elizabeth bordador
Too busy place Chapin branch in Burlingame - I made an appointment and was confirm by their national customer service a day before- then when we came the person we are suppose to meet called in sick. Then Jenny the receptionist apologized and promised she will call me to set up an appointment for the next day. Day went by no call from jJenny. I called the next day and to my disappointment it keeps rerouting me on your National customer service line. Frustrating and irritating. Finally I decided to go to the branch personally. For elderlies like us we prefer a face to face consultation. We met Kov Tallam- personality wise he is very welcoming - a true customer service agent. He saved my frustrated day with his professional demeanor as well his kindness and understanding for elderlies like us. He should be commended for his job well done. For Kov Tallam - Fidelity should have more people like you who is definitely a peoples’ person.
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October 2023 by Barbara S
I wanted an investment rep assist me in repositioning accounts and had new cash to invest. Met with Fiona Ma who did not grasp stocks or preferred stocks. Would not review and reassign positions.Wanted to put my money in annuity. Pleasant women but only commissioned oriented only. Wanted a transaction. No planning and review. Had list of positions i was interested in. Easy. 20-30 min tops.Wanted to speak to advisor with more experience, she suggested and referred me to outside money manager not in area. Crazy. Would like the branch manager to contact me so i can meet with advisor with more experience in Burlingame.
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August 2023 by sandy E.S.
You'll wait. You'll wait. Good luck trying to transfer funds or get funds without a lot of hassle! Couple people gang up on you in a office. Then you have to get on a phone, ect ect. Get legal advice before you go!
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June 2023 by Jai-Yu Fu
A first-time customer visiting their physical office because I couldn't complete opening an account online from home.There's no front desk, but the staff was prompt to check in with me when one of them finally had a moment before assisting his other client.The total wait time was about 40 minutes (I arrived at noon), but again, the staffs did what they could when they could... to check in with me twice and to ensure I'm not just being abandoned, lol.And all I had to do was complete opening a new account on their iPad... which was sitting on the desk where I was waiting. I wish they would have just told me to try that while they're busy with other client.But now we know...Overall, very nice staffs and I got what I needed to be done.
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October 2022 by Wendel Tse
This was my first visit inside a physical Fidelity location, so I didn't know what to expect. When I walked in, there was a customer in an open lounge area. I stood for a few moments waiting to speak to anyone who looked like an employee, but all I saw were offices in the distance, along a long hallway. I finally asked the customer if an employee was near. A young man then came from an office with some papers for that customer and, without a greeting, asked what I needed. Luckily, after the young man found me in the computer system, another representative, Fiona Woo, came and enthusiastically answered my questions and quickly took care of my business and even recommended other services. I recommend asking for Fiona if you need help at this branch.
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June 2021 by Gregorio Gonzalez
(Translated by Google) Good, very good(Original)Buenay muy buena
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March 2021 by Personal Experiences
Review outlines my Fidelity Investments experience with the call-in customer support. Fidelity legitimately has the worst customer service I've ever experienced anywhere in the world.Basically, Fidelity kept my money hostage for months and refused to allow me use my account, OR close my account, OR to render me any service at all.I created a Fidelity IRA account in July 2020. Fidelity both cashed my check and marked my check as fraudulent on the day after I deposited it. So, my Fidelity IRA account was immediately blocked for suspected fraud. To resolve what I thought to be a misunderstanding, I called and asked for clarification on my account details. Fidelity's reps transferred me to and from different departments, stating that there was nothing they could do with my account.Fidelity's reps just kept parroting the same canned statement over and over, even after I authenticated myself. The statement goes somewhat like, "Fidelity reserves the right to refuse to do business with anyone, anywhere, for any reason..." If you ask for details, you'll be directed to the fraud department where they will give you the canned statement verbatim, and no one actually tries to resolve the issue.Over the next two months, I spoke with several reps from Fidelity's fraud department, and each time I was told a different "solution" for ways to initiate a refund for the money I attempted to invest.Initially I was told that I need to contact my bank, and have my check "recalled" so that I could get a refund that way. This next Fidelity rep stated that I would only be able to have my money released to me pending the receipt of a "Hold Harmless" form on an official bank letter head from my bank. Fidelity still refused to release my money even after confirming that they received the proper form directly from my bank.*Also of note: After this Fidelity rep finally gave my bank rep and I the fax number and told us to send in the form, SHE HUNG THE PHONE UP IN OUR FACES. Typically, customer service representatives ask if you understood, but no, she hung up while I was asking a follow-up question.I was told on another phone call that I need to contact the U.S. Treasury Department to get a refund.I called Fidelity back, I was told by Fidelity Representative, David Sloan, that he spoke to the fraud department on my behalf and despite the fact that I had sent in all the requested documents, the fraud department would not release my money. He acknowledged that the notes on my file indicated that I had been given various, conflicting information each time I called for a resolution to get my funds returned to my bank account. He then told me that my bank sending the Hold Harmless form meant nothing because the FRAUD DEPARTMENT DOES NOT HAVE STANDARD GUIDELINES OR PROTOCOLS FOR HOW FIDELITY HANDLES SUSPECTED FRUADULENT ACTIVITIES. David Sloan also told me that Fidelity's fraud department decided that the only way that Fidelity would release my funds is if my bank recalled my funds. So, Fidelity's reps essentially tried to send me full circle, back to square one, but I opted to contact the Better Business Bureau instead. Ultimately, I got in contact with the Fidelity Headquarters through my BBB complaint, and they were finally willing to release my money.Initially when I heard my Fidelity account was locked, I was disappointed because I was excited to start investing and I didn't understand what went awry. BUT now, after I've had to communicate with several of Fidelity's reps, I AM GLAD Fidelity locked my account. I do not want to deal with any company this dubious. Not wanting to do business with someone is totally fine, but why not be clear on how to sever ties and return people's money. If Fidelity were just upfront about the refund process, I wouldn't feel like it was a deceitful, manipulative organization. Some people may be thinking, "Fidelity doesn't want chump change. The company is highly successful." Depending on how many "chumps&
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January 2021 by Alex A.
The worst customer service overall. This is mainly for their online service. When calling the 800#, they provide you with 2 options: a callback or wait online for 15 min---either way--the call is not picked up after 20min AND it takes them 3 days to call you back. In addition, their follow up with actions that were "supposedly" completed, however were actually NOT, never happen until it's too late. That is, a request for a wire transfer that is BOTH CONFIRMED via text AND email, but never happened AND they charge you a $40 fee. The WORST, foot Schwab, etrade..., anywhere but here!
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January 2021 by Tyler Wilson
I left feeling hesitant and worried (after signing to transfer my primary retirement account to Fidelity). I walked in asking simple questions about submitting required forms after initiating an account transfer with a very helpful rep over the phone (from a call center, not this location). The associate closest to the sign-in table almost completely avoided me. I had to discuss my situation with another associate who was on a webcam in a different room. The whole setup is awkward for the customer. I told them I didn't know what to do with the forms I was submitting to them. I wasn't offered assistance. I just did what I thought was right and dropped it off in an envelope. Fingers crossed everything I gave them is secure and accurate.
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December 2019 by Joan E.
Have always had a great customer experience at Fidelity, Burlingame ofc. I've been a client since 1996. Many well performing, low cost funds, etfs. Free advice from knowledgeable represetatives. Full brokerage house. Fidelity has a great website!
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October 2019 by Jino l.
What a joke.. Call multiple times for an appointment. My wife and I were looking into retirement plans and wanted to see where to invest. We spoke over the phone and advise to come in on a certain date and time. We wanted to make sure to be punctual since we're driving an hour away. Once we arrived they advised they're booked. Why would you tell us to come in? They said the best we can do is wait. Waited for an hour. Once we started to discuss what we wanted, they didn't even put in the effort to help. All they did was read a pamphlet and gave us a generic plan without going into detail. We already knew this as it was discussed on the phone. Basically they repeated what was on their website. In all honesty this place is a gentrified business. If you don't have investments of a Silicon Valley employee, you're a waste of time. They were the ones who said we should come in to discuss our options. Is this what you offer to a Fidelity member? Don't know why I took a day off work for this. Rather take my investments out to someone who actually cares. Why are you guys even working there? I hope management takes a look into this matter. The automated service is even better than this place. Ridiculous...
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April 2019 by Kyle G.
After reading the reviews I expected the worst and planned an hour to make a simple transfer from my Fidelity account to my linked Bank account. Immediately upon entering I was greeted and assisted. Chris completes my EFT transfer within minutes and I was on my way. Thanks for the great service. I have experienced nothing but quick considerate service at this branch in the past. I'm glad to see nothing has changed.
