Fidelity Investments Complaint - Voice automated customer service fiasco
I just had to vent my recent experience with Fidelity. I needed to talk to someone about transferring some assets, so I called their 1-800 number.
I was greeted by an automated system that gave me the standard set of questions to help narrow down where they needed to send me.
This is where it got tricky, and I started to get annoyed. After providing my account number, they wanted me to provide my password as well from my online account. No problem, but they wanted me to "speak it" into the phone. No option to type it in. So I said it out loud as a phrase first. Their system failed (of course) to recognize it. So they said try again, I spelled it out very clearly this time. Once again, the system could not recognized what I was saying. It now told me my account was locked and I needed to reset my password.
Great. I just want to speak to someone about a question, and now my account is locked. Okay, fine, next it asks me some security question I must have put in years ago. I knew the answer, but this time it wanted me to type it using the phone pad. It was not a short answer, so I tried my best to type it in, not knowing what to type for spaces in the answer. Finally after 3 attempts I get past.
Now it wants me to reset my password, again using the phone keypad... Why is all this necessary for me to talk to a customer service rep? I just wanted to call and ask a simple question?
So I change my password, update my files so I know what it is next time (not that it will help, since their voice automated system could not recognize it the first time around).
At last I'm in!! Once talking to an actual live person I must say I was impressed with their level of customer service. But getting there was an entertaining mess...