Fidelity customer service
When you contact a broker, whether you are a beginner investor or an experienced trader, you’ll be looking for customer service that is fast and truly helpful. These qualities, in turn, will depend on the range of available channels and the relevance of their responses.
To be able to tell at a glance what you should expect from Fidelity’s customer service, we collected the following must-know information.
If you want to read our full review, including fees, deposit options and other platforms (like web and desktop) then skip to the Fidelity review.
Customer service
Fidelity's customer service is good. They provide fast and relevant answers, but their live chat could see some improvements.
| Pros | Cons |
|---|---|
|
• Phone support
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• No 24/7 support
|
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• Live chat
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• Slow live chat
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• Fast response time
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You can contact Fidelity via:
- live chat
- phone
The customer support is available in English.
When we tested it, Fidelity's live chat was really slow. There were usually about a dozen clients in the queue before us, and it took up to 20 minutes to get in contact with an operator. The relevancy of the answers was mostly OK.
Fidelity claims the average wait time is only 5 minutes.
Phone support is great. The customer support team was very helpful and gave relevant answers. The response time was OK, as an agent was connected within a few minutes.
Email support works well, too. We received relevant answers within 1 business day.
On the negative side, not all support services are available 24/7. For example, live chat is only available between 8 a.m. - 10 p.m. (9 a.m. - 4 p.m. on weekends).
Check out our summary on Fidelity’s customer service compared with similar brokers, E*TRADE and TD Ameritrade.
| Fidelity | E*TRADE | TD Ameritrade | |
|---|---|---|---|
| US stockbroker | US stockbroker | US-based stockbroker | |
| How fast was customer support when we tried? | Fast | OK | Fast |
| Quality of Customer service answers | Good | Good | Good |
| Live chat available | Yes | No | Yes |
| Phone available | Yes | Yes | Yes |
| Email available | Yes | No | Yes |
| 24/7 availability | No | No | Yes |
Let's continue with a more detailed description of Fidelity’s customer service features.
Fidelity customer service
Available customer service channels at Fidelity
One of the most essential components of a well-functioning customer service is the number of channels through which you can reach out for help. Usually, the more communication platforms there are, the more likely it is that somebody will answer your questions in time.
You can get in touch with Fidelity in the following ways.
Please note that Fidelity is not available 24/7, so keep that in mind before reaching out for help with an issue that needs an immediate response.
Fidelity customer service
Fidelity customer service quality
We define the quality of a broker's customer service based on its response speed (e.g. if they answer the phone within a few minutes, it counts as quick, but if they make you wait a lot, that’s considered a poor response speed) and their response relevance (i.e. whether they provide a clear answer to your questions or an ambiguous one that needs further clarification).
Response speed at Fidelity
Live chat
Fidelity’s live chat speed could be improved. They usually take more than 5 minutes to respond, which may well be enough for you to start guessing the answer on your own!
Phone
On the phone, Fidelity is real quick. They’re at your disposal within a minute, so prepare your questions in advance.
Fidelity is quite unpredictable. Sometimes answers come pretty fast, but getting feedback only after 2 days is also not unheard of.
Response relevance at Fidelity
Live chat
Fidelity’s live chat is a bit of a hit-and-miss when it comes to clarity in answering your questions, so you'd better prepare for another round of research.
Phone
On the phone Fidelity provides all the necessary information in an easily comprehensible way, paying attention to your concerns and giving the right answers.
You’re in the right place for further information. Via email, Fidelity provides you with all the necessary answers to your questions, getting back to you with a detailed and clear summary.
Fidelity customer service
Fidelity customer service bottomline
Overall, Fidelity's customer service could be improved in multiple areas. To check out how similar brokers fare compared with Fidelity, use our broker comparison tool here.
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