Here is my recent experience with Fidelity.
As a non-resident alien I was informed by telephone that since the required W8-BEN form was correctly on file, any withdrawals would be free from tax.
I requested a withdrawal from my 401A account. The form I approved stated that no tax would be deducted and that the entire amount would be deposited in my bank account.
I then received further written confirmation that this would be carried out as stated within three business days.
However, without consulting me, or even informing me, Fidelity violated both written and verbal confirmations by withholding 30% tax.
When I asked why I was not consulted, I was told they were under no obligation to inform me because the amount quoted on the form was only an ''estimate'', but their webpage (as it was then, see below) made clear that the word ''estimate'' refers to market fluctuations not to 30% tax withholding.
When I asked why they did it, I was told that this was a Federal requirement that anyone can look up on the IRS website. (So why was I told otherwise you might ask). But I could not find any justification in the US/UK tax treaty or elsewhere.
When I explained this, I was told it was not a Federal requirement at all but a Plan requirement! This was later contradicted
Every representative I spoke to fobbed me off by saying ``I am not a tax expert'' but were unable or unwilling to let me speak to someone who is.
I was told that if I submitted a written complaint Fidelity would rapidly provide a written explanation but it took two months and still the Customer Care Escalation Case Manager, began by saying ``I am not tax expert'' . All she could tell me was that my problem was still being ''researched'' and could give no time frame for its completion.
Eventually I was told that a lower withholding rate in accordance with a Tax Treaty ``is not available''.
The same Fidelity webpage that told me no tax would be deducted continues to do so. However, a new clause was recently added.
``Regardless of the tax withholding information provided, based on the type of withdrawal and your status as a U.S. citizen, resident alien or nonresident alien, Fidelity may be required to withhold or increase the amount of federal taxes withheld based on applicable regulations and IRS guidance.''