Fidelity Investments

"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."

"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."

"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."

"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."

"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."