Consumer complaint received 2015-07-21
Company: WELLS FARGO & COMPANY
State: MN
Product: Bank account or service
Sub-product: (CD) Certificate of deposit
Issue: Account opening, closing, or management

Complaint:
My aunt is XXXX years old and has been banking with Wells Fargo bank for years. She is a " XXXX '' customer. My aunt assigned my sister and me as her POAs a few years ago. Until about a year ago, my aunt has handled all of her own affairs with minimal assistance. Last year she moved into an assisted living apartment. I went to Wells to get info on my aunt 's accounts so I could set up budgets. They would not honor the POA unless my sister and I were there together. I have had NO problem with any other organization, getting information about my aunt once I have provided them with the POA. Last week, my sister flew in from CA and we went to Wells together to get information. What we were asking for : ( 1 ). that I could inquire about my aunts fund. ( 2 ). I could negotiate rates on her CDs. We were told that Wells Fargo would not honor our POA. My aunt, at XXXX, is very suspicious about any request about her banking. I have been told by her nurse that this is very common in the elderly. I do not want to upset her. I do not want to tell her that Wells Fargo is taking advantage of her. She believes that she is a XXXX customer and that they are taking care of her. I do her taxes annually and see her CD income. Last year on approximately {$90000.00}, she received & lt ; {$50.00} interest. I was told that my aunt 's CDs are on auto renew so she receives the published rate. Right now that rate is .05 %, my local community bank is paying .40 % -1.3 %. This is how they take care of their " XXXX '' customers? I see why they do n't want me coming in negotiating rates for her. In my opinion, this is XXXX Abuse! The second part of my complaint stems from the actual POA. I gave it to the personal banker to send to their legal dept. I remember it sitting on her desk, right in front of her. When we left, I forgot to take the POA. I called the next day and the personal banker told me that she gave it to me. She had n't. I had brought XXXX folder in with me and it was not in there when I left. She told me that she was n't in that office today that she would check on her desk when she got back there. I called her manager to complain. He told me that she would have locked it in her drawer, and they would call me Monday. I called them on Monday and the personal banker was out. I called back today and left a voice message with the personal banker, no returned call. I called a XXXX time and her voicemail account was full. I am very frustrated and now have to pay for another copy of this document from my aunt 's attorney. I am just trying to be an advocate for my XXXX year old aunt. I do not want any access to her money, other than inquiry and the ability to advocate for higher CD rates for her. I do not want to upset her and drag her through this process. I do n't want her to know that she is being taken advantage of by an organization she trusts.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation