I can't tell if this is a joke, or a serious attempt at telling us how good a company is by someone that drank the kool-aid.

2 days to receive answer to a simple question? Responded via secure message? What does that entail?

Probably means the internal messaging system on Fidelity’s page.

FWIW, I also think Fidelity has fantastic customer service, especially in-person. It’s their differentiator and competitive advantage. Wouldn’t be surprised if OPs question was not simple at all.

Email is unencrypted by default, and although private secure message systems like this are annoying to work with, they do avoid that problem.

Agreed; an ugly but reasonable solution to a real problem. However! I wish they'd put a URL in the email which brought you directly to the message in question once you logged in, rather than forcing you to navigate through the whole web UI and messaging system to find it. They never do that.