Consumer complaint received 2018-06-03
Company: FIRST MIDWEST BANCORP, INC.
State: FL
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
I would like to file a complaint against XXXX XXXX XXXX XXXX XXXX XXXX, as I believe they breached my fiduciary responsibility to uphold the terms and conditions of the bank. Here is what happened : Thursday, XX/XX/2018 at approximately XXXX XXXX, I walked into the branch at XXXX XXXX XXXX XXXX, XXXX, IL XXXX, and spoke to a personal banker by the name of XXXX XXXX. I sat down at her desk at the bank, and started to explain that my Dad was diagnosed with XXXX XXXX XXXX XXXX, he had banked here for as long as I could remember, my Dad had given me Power of Attorney Finance, and I would like to inspect his finances at this time. XXXX asked me to provide a copy of the Power of Attorney form, which I gladly provided. She then asked for an e-mail copy of such form, which I provided while I was sitting at her desk explaining the circumstances. Please see both the Power of Attorney for " Dad 's '' Document which I am enclosing for your perusal. 
At that time, XXXX XXXX asked me for the name of my Dad, which I told her ( name withheld ) and also presented a checking account book with both checks and checking register from XXXX XXXX, as well as 2 passbooks with the brand names of XXXX XXXX ( which was acquired by First Midwest Bank ), First Midwest Bank ( this passbook had the same account number as one of the XXXX XXXX Passbooks ). When the person offered me her card, I declined, stating Dad had 2 of  her cards enclosed with the passbooks. She looked at them, handed them back to me, and agreed these were indeed hers. St the same time, I explained that I believe my Dad was the victim of serious elder abuse by a caretaker who entered his life, and wanted to stop any potential damage. I proceeded to explain in detail what had been occurring at the house to allow me to come to this conclusion. 
At this point in time, I burst into tears due to the serious XXXX condition of my Dad, and XXXX XXXX offered to walk me to the bathroom near the safe deposit boxes at the bank so I could get some tissues. 
When we walked back to her desk, another personal banker, XXXX XXXX, came to XXXX XXXX desk. I showed both pictures of my Dad in his bed, with his XXXX and XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. Both people sympathized with me regarding his condition. At this time, XXXX XXXX stated she would need to submit the documents to someone at the banks legal department, as the Power of Attorney needed to be approved. I stated I completely understood. When I asked for a timeframe, I was told she did not know, and someone would contact me. No time frame was ever offered. 
The next day, Friday, at approximately XXXX XXXX, I walked back into the branch, and asked for a Supervisor inn Charge. I was told XXXX would be with me in 10 minutes, and please have a seat. I explained I did not have 10 minutes, I would like to speak to the Supervisor NOW, and this person did come out from behind the office near the drive through. I explained I would like to have a private conversation, and XXXX the Teller Supervisor walked me into a glass walled room. I explained the situation that my Dad was XXXX, expected to XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXno one really knew, and time was of the essence. At that point, she explained that she is ONLY a Supervisor at the bank, this was totally out of her control, and it had to go through the Legal Department. No card was given. No time frame was given. No help was offered. I begged and pleaded with her, stating my Dad was the victim of elder abuse, and I needed her help. She stated the Power of Attorney had been submitted to the banks legal department, and someone would be in touch, although she could not give a time frame or estimate, as she was not the legal department. Again I had all buy passbooks and checkbook with me. I was refused service. 
XXXX XXXX stated Look, you arent even listed on the account. Your moms name was removed, and another woman has joint custody of the account. Its at legal. I cant help you. When I mentioned the name of the elder abuser, XXXX XXXX XXXX, of XXXX XXXX XXXX XXXX, XXXX IL XXXX XXXX XXXX said Yes, thats who is on the account as Joint Owner. We cant help you. Its at legal. XXXX XXXX looked at me from her desk, and clearly stated We are just protecting your Dads account. I replied I still needed help. I feel that the branch illegally disclose details on the account of who was listed on the account, yet cant honor my Power of Attorney. I dont see how they can provide this service. On one hand, they wont help me/disclose details, and on the other hand, they indeed did disclose details. 
My Dads condition had become worse by the minute. On Saturday evening, there was an issue with XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, and was rushed via ambulance to XXXX XXXX in XXXX, Illinois. 
Monday morning, at approximately XXXX, I called the toll free number listed for customer care. I spoke to a girl on the phone, and explained the situation. She asked for Dads social security number. I responded with it. I also provided complete details as to why I was calling : I had a legal power of attorney, and the right to inspect his financial dealings, and try to prevent the fraud from happening. I was told she would document it all, then if I would please call back closer to XXXX XXXX I could speak to a senior Vice President of the Bank for assistance if that was indeed what I wanted. This person on the other end of the line explained that all the senior officers dont usually come in until around XXXX XXXX. Here is the website from First Midwest explaining the same type of crime I am suspecting against my Dad from his caretaker : https :  //www.firstmidwest.comXXXXXXXX  At approximately XXXX XXXX, I once again called in on the customer care line provided on First Midwests website. 
I asked to speak to the Chairman of the Board : XXXX XXXX XXXX. I was placed on hold, a few minutes later, I was advised he was not in. 
During the same phone call, I then asked for XXXX XXXX XXXX, the Executive Vice President and Chief Financial Officer of the Bank. Again was told he was not in after a lengthy hold on the phone. 
I asked for XXXX XXXX XXXX, Executive Vice President and Chief Human Resources Officer.  Again was placed on hold, and this time advised she would be with me in a minute. Several minutes later, I was taken off hold, and was told she would refer me to XXXX XXXX XXXX, the Executive Vice President and Director of Strategic Planning and Consumer Banking. Again, I was advised by the clerk on the other end of the line he would be right with me. A few minu8tes later, he never came to the phone, and the clerk referred me to XXXX who was in charge of Customer Care at the branches. She had me on hold 8 minutes and 9 seconds, and finally came back on the line. I asked for her direct dial number, and was given the phone number of XXXX. She said the matter was at Legal and  they would get back to me. Then disconnected the line. 
At XXXX XXXX, I called again into Customer Care. I was told within 5 minutes, someone by the name of XXXX would call me from the phone number XXXX. At XXXX XXXX, again no one had called. So I made another call into Customer Care. Again, no response from the bank. 
Monday afternoon, I went back to First Midwest Bank, and spoke to Assistant Vice President and Branch Manager XXXX XXXX. XXXX XXXX was willing to speak with me in her glass-walled office, and explained that no one at the branch had the authorization to speak with me about this matter, as it was in the banks Legal Department. There was simply nothing they could do. I pleaded again for help, and was refused service. She also stated a fraud alert was placed on the account, which was set to expire Thursday, which was mandated from their Legal Department. 
I went home, and pulled a copy of the banks website page entitled https : //www.firstmidwest.comXXXX '' What the bank publishes, and my experience with the bank are like night and day. They need to practice what they preach. 
I called back into he customer account number, identified myself, the reason for my call, my dads social security number, and was advised a fraud alert had been placed on the account set to expire on Thursday. That was the only details they can tell me. 
I would like to file a complaint please, as I dont feel the bank upheld their fiduciary responsibility to a client. I have a legal Power of Attorney while Dad was living. This bank refunded to honor that, yet disclosed who was on the account/not on the account to my face in person at the branch at XXXX XXXX XXXX XXXX, XXXX, IL XXXX. 
Dad has since XXXX, on Sunday, XXXX XX/XX/2018 at XXXX XXXX. I man the executor of the estate. I believe Dad has a safe deposit box, ( while my dad was living, he stated while he had the box, he pulled all the contents, and advised me where to look for the information. I did so, and found exactly what he told me to look for. However, I would like to insect the box. I believe due to the alleged fraud taking place at your bank, there will be nothing in the dafe deposit box, and any and all bank accounts listed if still opened with a {$0.00} balance. 
I would like to pursue legal action against the bank for failing to honor a Power of Attorney, for Bank Fraud, and for overall poor customer service. Please tell me how to proceed with legal action against this bank. 






I dont believe ANY FAMILY should go through the nightmare of working with or banking at this bank. Please tell me what to do next.

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