I am an auditor of Employer-Sponsored 401(k) Plans. 8 of our clients use Fidelity Investments/Fidelity Institional Operations Services/Fidelity Retirement Services as their Recordkeeper/Custodian/Trustee. The service they provide is absolutely horrible, and completely unacceptable. I keep getting the run-around from Relationship Managers, Audit Support Line, Testing & Reporting Services, and Technical Support. It seems that one department passes the buck to another department so that no one has to accept blame and actually own up to having such a mis-managed, horrible company and service.
I will tell all my clients not to use Fidelity at any cost.