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No. of Recommendations: 1
It's very surprising that Fidelity is having so much trouble with this. It should be just a matter of talking to the right person.

In general Fidelity is really good with customer service--I even had a rep call me once saying, "I'm someone who is charged with listening to those recorded calls. You had one yesterday where you got an answer that clearly didn't satisfy you. Let me give you a more complete answer." We had a good talk, I understood the issue better. They really mean it when they say "this call may be recorded for quality assurance purposes"!

But on another occasion I was not getting satisfaction to a quirky issue, to the point of such frustration that I wrote a letter to Abigail Johnson, copying Fidelity's lead attorney. My issue was resolved within a day of her receipt of my letter. And I got a nice personal letter back from her exec assistant.

[Lest I paint a false impression, overall, for years, I've been very pleased with the service at Fidelity. It's where I do virtually all of my financial dealings, the only exception being credit cards.]

The situation here is of a different nature, and the lawyer might in this case actually legitimately say that SEC rules--or whatever--are the hurdles to be cleared. But a letter might also stimulate a review of their internal processes so as to expedite similar situations in the future.

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