Fidelity Investments - Walnut Creek, California

Chia L.

I used to really trust and like Fidelity Investment's service, but my recent experience was not that great. When I called to schedule an appointment, I got the date and text message to confirm the appointment. After I took the day off then the day before my appointment, I received an email to let me know the appointment was cancelled.
I used to deal with the San Francisco office, it seems to have a better service.

Cemil F.

Summary:
-No appreciation of a long-time customer
-Poor Customer Service
-No accountability
-Top Management sets a bad example
-Fraud investigators do a poor job
-Check writing is contracted out to United Missouri Bank

Stay away from Fidelity Investments. I say this as a 25+ year customer. I was defrauded of a substantial amount of money out of one of my Fidelity accounts. After I filed a police report and let Fidelity know, I was told an investigation would be conducted and led to believe I would get my money back. I logged 32 calls to Fidelity over 1 year. The investigation was allegedly still ongoing. I finally wrote to the CEO, Abigail Johnson, asking for my money back. She had her assistant respond with a curt message citing 2 sections of the Uniform Commercial Code as the reasons for not making my account whole. Two parties may disagree on who is at fault for fraud perpetrated on an account. But, leading a long-time customer whose entire life savings was in their hands for over a year to give a pat answer is egregious. Water flows downhill. The least that could have been done was to tell me I was out of luck upfront. The CEO's attitude and ethics influence all those who work in her company. I believe all the customer service reps, financial advisors, and fraud investigators I talked to about this case are complicit in this deceit.

If you don't want to heed my advice and use Fidelity, at least avoid their check-writing feature. Fidelity isn't a bank. They contract with UMB to provide checking. In my fraud case, I was unable to talk directly to UMB. The fraud investigator at Fidelity was very hard to reach and provided little transparency as to the alleged investigation. When you order checks, Fidelity does not have precise details as to when they were shipped or when you should receive them. And, they cannot mail the check packet with a signature required. That's all handled by UMB to whom you are precluded from talking to.

Mark P.

Easy to find & plenty of park1g - they even vaiidate parking so you don't have to pay to park in the parking garage

Murli R.

I was just trying to transfer my TSP funds to fidelity and after 3 months of trying and several screw ups on part of this office and the back office at fidlelity head quarters I missed the deadline and now have to wait additional month for TSP to update their systems. I wonder if it is just this office is incompetent or the whole firm has grown too big that their customer service has gotten worse. I am taking my business to Schwab or Vanguard where I have accounts

Karen Z.

My investment advisor Garrett Baker has protected my best interest. You could not find a greater solid citizen. Garrett is the real deal! Kate

Laurence

Was a wonderful experience working with Lauren at the Walnut Creek, CA branch. She was so helpful. Thanks Fidelity!

Susan J.

Unfortunately it was not a good experience. I dropped off my my check and my account number and the man told me at Fidelity to put it in a box that they have there. So I put it in the Box and eventually they deposited into an account that it was not where it needed to be. Today I have had to take it out of the account that they put it in and put it where it needed to be. That's my experience.

Karenand3

My advisor Garrett Baker and all his associates have always offered immediate attention and special accommodation for all my needs, I’m both deaf and have difficulty in mobility.