Website can be slow to the point of being non-functional

Fidelity www.fidelity.co.uk
★★★☆☆
3.3
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Guest's review of Fidelity www.fidelity.co.uk

“Website can be slow to the point of being non-functional”

★☆☆☆☆

written by on 17/01/2014

I recently signed up for an ISA via Cavendish Online, which uses Fidelity/Funds Network as their platform.

Unfortunately the website slows to a crawl sometimes, to be point where I can't even view my holdings, let alone arrange any transactions. This does not bode well - in any period of high market flux the site would get even busier, meaning customers would be unable to buy/sell. They could stand to lose large sums of money because of this. For this reason, I cannot recommend Fidelity/Funds Network as a platform for investments.

Problem number 2 is that they were unable to verify my identity electronically, despite me having two credit cards and a debit card registered to the address I signed up with, as well as a Ltd company. In fairness to them, this is a problem at the Experian end rather than theirs, though it's worth mentioning as it has meant that...

(a) I can't withdraw/transfer any of the money I invested initially
(b) I can't make regular monthly investments until this is resolved
(c) I need to visit the British Consulate in the country I'm in, because I'm abroad and they only accept a passport as ID via post, which is not feasible because I'm abroad for 7 months

Not particularly happy so far, so I'd exercise caution before giving them your money.

  • Speed of transfer

  • Value For Money

Fidelity's Comment

Written on: 20/01/2014

Hi,
Thanks for your feedback. We have had problems our website from the end of last week. We were working on the issue over the weekend and it was resolved this morning. I’m very sorry for the problems that you have experienced.

On your second point, regarding confirming your identify – please give our customer support centre a call as they may be able to help you further on this issue.

Alternatively, email me your contact details and I’ll arrange for someone from our customer support team to contact you directly.

Many thanks Fidelity Social Media Team.

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