u/mharel1yahoocom

I am writing to express my deep frustration with the terrible Fidelity customer service and website experience I encountered today.

All I wanted to do was perform a simple, routine task: add a travel notice to my account for upcoming international travel. Instead of allowing me to do this online, the website required me to call customer support.

What followed was an exhausting and unacceptable experience:

• Redundant Verification: I spoke with a representative named Bianca who put me through an excruciating identity verification process, only to inform me that she had to transfer my call.
• Excessive Wait Times: I was left on hold for over 20 minutes before being connected to another representative named Destiny.
• Repeated Friction: Destiny required me to go through an even more tedious identity verification process all over again, with zero continuity from the previous representative.
• Lack of Empathy: Disappointed by the process, I asked to speak with a supervisor. Destiny claimed she is a supervisor, but showed complete apathy toward my frustration. Rather than acknowledging the issue or attempting to de-escalate, she simply tried to rush me off the phone with a scripted "Is there anything else I can do for you?"

A routine task should not require a 30+ minute ordeal of repetitive identity checks and dismissive service. I hope Fidelity management takes customer experience seriously and addresses both the website's limitations and the lack of empathy shown by frontline support.