Fidelity Investments - Contact Info

Hi there,

We are a TPA taking over a 401(k) plan that has a handful of self-directed brokerage accounts at Fidelity (the "F" word).  The existing Fidelity accounts are "non-prototype retirement accounts".  Has anyone had any luck in getting a hold of knowledgeable representatives at Fidelity in the correct department that can answer questions about these types of accounts, and if so, what phone number (and extension) have you been successful with?  I've tried different numbers and have had mixed luck with general questions.  My goal is to try and save the Plan Trustee some time on the phone by getting him connected with the correct department / representatives from the start.

800-544-5373

800-756-0128

800-835-5095

800-544-6666

800-343-3548

What about a fax number (years ago we used to use 800-347-2805 but this may no longer be valid according to a few people I've spoken with).

What about an e-mail address for the Service Support Group (SSG)?

Thank you!

We have a plan with 15 +doctors all with broker accounts such as Schwab , TD, Fidelity and other brokerage firms.  The self-service ones - TD Ameritrade (now becoming Schwab) and Fidelity were the worst.   One of the 2 doctor-trustees was leaving and they asked me to get the Trustee changed on all the accounts.  The accounts with financial advisors went well. Honestly with Fidelity, I just had to hunt and peck and get transferred several times.  Of course you won't get any specific information relevant to those accounts since you are not the account holder.  At some point I was able to get a name and phone number to call back when the doctor was available to tie in on a conference call and we got it worked out.  And their office manager asked what the extra time charge was for the following month. 

1 hour ago, Tom said:

We have a plan with 15 +doctors all with broker accounts such as Schwab , TD, Fidelity and other brokerage firms.  The self-service ones - TD Ameritrade (now becoming Schwab) and Fidelity were the worst.   One of the 2 doctor-trustees was leaving and they asked me to get the Trustee changed on all the accounts.  The accounts with financial advisors went well. Honestly with Fidelity, I just had to hunt and peck and get transferred several times.  Of course you won't get any specific information relevant to those accounts since you are not the account holder.  At some point I was able to get a name and phone number to call back when the doctor was available to tie in on a conference call and we got it worked out.  And their office manager asked what the extra time charge was for the following month. 

Thank you for sharing your experience, Tom. 

I still find it hard to believe that they don't have a dedicated phone and fax number & e-mail address to reach a representative in the correct department (they shouldn't offer these types of accounts if they can't properly service them).

Sorry if this was answered but thought I would chime in. Fidelity is notorious for providing incorrect information so I would thoroughly inspect what they send you: our team had to get pretty stern on a few things and they finally came though - just with the wrong data points. 

The first thing that came to mind while reading this thread is "let {whoever] is without sin cast the first stone."

We are in a service business.  Our business has grown exponentially over the years.  It has attracted a very large and diverse array of service providers that today are delivering innovative services that where unimaginable not too long ago.

Our business is unique in its focus on retirement plans.

Our business is not unique as service providers within the financial services industry. The financial services industry in general wrestles with rapidly evolving technology, less-than-sophisticated users, cost pressures, consolidation of service providers, less-than-knowledgeable support, protecting clients' assets and PII, and more.

This is not to excuse the frustration we all have experienced at one time or another while trying to help a client solve a problem.  We hope our clients value our services and our expertise plus our ability ultimately to help them.

Industry consolidation will continue, and as fewer and fewer service providers get bigger and bigger, and as it does it will be more likely we will have war stories of our experience with these providers.  Imagine our world (and as some in our government have contemplated) if there is only one retirement plan service provider.

Let's keep in positive and do our best for our clients.