Consumer complaint received 2023-07-05
Company: Northern Trust Company, The
State: IL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem accessing account

Complaint:
Northern Trust has prevented me from accessing my financial information and has not responded to requests on my behalf to access such information. I can not complete my XXXX application without my financial information, information that Northern Trust is withholding. I am running out of funds and must complete my XXXX application as assign as possible. 

In particular, my son has the power of attorney for my account at Northern Trust bank in XXXX where I reside. He is assisting me in preparing a XXXX application and requires copies of my Northern Trust bank statements. I do not remember the answers to my security questions - I am XXXX XXXX XXXX. On-line access to my account is locked. My son has contacted Northern Trust several times and they do not respond. He has provided copies of his power of attorney and identification. 

My son made several calls to Northern Trust. He was told they would call back but they do not do so. On XX/XX/XXXX my son wrote to Northern Trust banking services : Attached please find a notarized General Power of Attorney from XXXX ( prepared by attorney xxxx ) and a Resignation as Power Attorney. In the General Power of Attorney my sister, xxxx, is appointed as agent ; in paragraph 8, I am appointed successor agent. Ive attached a notarized Resignation as Power of Attorney in which XXXX resigns and in which I am named as successor in accordance with paragraph 8 of the General Power of Attorney.

On behalf of XXXX, account no. xxxxx, I am requesting access to the statements in this account. I would like continuing access as I manage my mothers affairs on her behalf. 

Ive attached a copy of the drivers license to establish my identity. 

On XX/XX/XXXX my son again wrote to Northern Trust banking services : My mother is XXXX. She is XXXX XXXX XXXX and infirm. I am following up on my email below. It is essential that I have immediate access to my mothers account to get copies of her statements for her XXXX application. Ive been locked out of online access to her account user name xxxx - because shes forgotten the answers to her security questions, at XXXX she has memory issues. Ive again attached the POA that gives me authority to handle her financial matters. I have been trying to get this access for several days through several calls with a promise of a call back that has never come. 

Please let me know if anything else is required. My mother is running out of funds as you can see from her balance, and we must complete her XXXX application now. I am surprised that it is so difficult to get service from one of the largest banks in the US. 

I expect some response this week, XX/XX/XXXX notwithstanding. My next action will be to hire an attorney to resolve this issue through XXXX XXXX XXXX office and take the matter up with the various Federal and State of Illinois consumer protection agencies that oversee the bank. xxxxx is a long-standing customer of the bank and it shouldnt have to come to this.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation