Payment inquiries
You can submit a Payment inquiry, which allows you to request additional information or report a problem with a particular payment. Fidelity customer service will contact the payee on your behalf in an attempt to resolve the problem.
Overview
If you're experiencing a problem with a processed payment, you should contact your payee. If you can't resolve the problem directly with the payee, you can submit a Payment inquiry.
What to do if you're charged a late fee for a payment
Check the payment information to make sure you scheduled the payment before the bill's due date. If you made the payment on time, contact the payee and ask to have the late fee or finance charge waived. If the payee did not credit your payment properly, any charges or fees may be waived once the problem is resolved. If the problem still cannot be resolved in this way, submit a Payment inquiry.
What to do if you have an issue or question with a payment
You can submit a Payment inquiry, which allows you to request additional information or report a problem with a particular payment. To submit a Payment inquiry, go to the Payment activity page, locate the payment in question, and select the Make an inquiry icon. You'll then be able to enter the information Fidelity needs to handle your request.
What to expect when you send a Payment inquiry
Fidelity will contact the payee on your behalf in an attempt to resolve the problem. Your inquiry may take up to 10 business days to resolve and Fidelity will reply to you in writing once the issue has been resolved.
How to submit a Payment inquiry
You can submit a Payment inquiry, which allows you to request additional information or report a problem with a particular payment. To submit a Payment inquiry, follow the steps below:
- From the Payment activity page, locate the payment in question and select the Make an inquiry icon. The Payment inquiry page will open.
- Select a primary reason for your inquiry.
- Select the payee type for the payment in question.
- Answer any questions about late fees and finance charges.
- If you've already contacted the payee about the problem, enter the name of the person you spoke with, the phone number you used, and the contact date in the appropriate fields.
- Enter additional details if necessary. The more information you provide, the better we're able to service your request.
- Select Submit.
- The Payment inquiry confirmation page will open.
- Click Print confirmation if you would like to keep a hard copy of your inquiry.
- Select the Back to payment center link to return to the Payment center.
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