Fidelity Investments lost my legal documentation and I’m being penalized for their incompetence. I'm a retiree of a company trying to collect my pension administered by Fidelity.
With a commencement date of March 1, the ‘status tracker’ on their app initially listed a disbursement of March 20. But I guess that was before they realized they needed legal documents. I submitted the required legal documentation through Fidelity's app on March 4.
I spoke to four representatives who confirmed receipt of the documents. One rep even took the time to walk through the documentation page by page with me to verify all pages were received on their end. In a phone call to them to check the status of my request, they told me they didn’t have the legal documentation and suggested I send it via US mail. I sent via priority mail which took 6 days for it to arrive in Fidelitys PO Box.
At this time, I’ve been notified that the legal documentation has passed its first review and being moved to the next step in the process.
How do they completely lose legal documentation, then NOT take accountability for their negligence?
How can employees be so incompetent that they can’t see something’s wrong, take ownership and escalate the issue? I get that I’m one of thousands of clients, but there has been no priority placed on my situation caused by an error on “their” part, whether it was a system glitch or a human mistake?
I’ve already contacted the BBB and all I got was a canned response from Fidelity. Is there anyone I can escalate this to directly?