Consumer complaint received 2018-04-16
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Problem with a lender or other company charging your account
Sub-issue: Money was taken from your account on the wrong day or for the wrong amount

Complaint:
On Monday XX/XX/XXXX at XXXX, Owner, XXXX XXXX XXXX , age XXXX, after presenting two ID cards, revocation of old POA , ( Power of Attorney ), and assignment of new POA signed with Notary public, ( see attachments ), complained about Elder Financial Abuse perpetrated by XXXX XXXX XXXX , ( her son, the old POA ) and was blocked from knowing any information on her investments. That was done with no explanation, despite the pleading by the account owner, my mother, to know the value of her account or any information about her account.

The Bank of America branch managers name is XXXX XXXX. The location of B of A branch is XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CA. We went with mom to the B of A branch, because a week before over the phone, we could not get any info regarding the account. We were told that we must come to the office with two ID cards. In the office, on XX/XX/XXXX, we first met XXXX XXXX, who treated us very nice, and was concerned about the elder abuser, XXXX XXXX XXXX ( son ) of account pwner. Then we met with XXXX XXXX   who made copies of our CA D.L. and B of A credit cards. XXXX XXXX, encouraged us to come back a day later & he will block the abuser from accessing the account and give us, the new POA user name and password to access the account on line & in person. On TuesdayXX/XX/XXXX, we were in court issuing Restraining Order against the Elder Abuser, XXXX XXXX XXXX. On Wednesday XX/XX/XXXX at approximately XXXX, we went back to Bank of America branch and again met with XXXX XXXX . We told XXXX XXXX that we have Restraining order against XXXX XXXX XXXX. XXXX XXXX, made a copy of CA D.L. and B of A credit cards as well as copy of the Restraining Order. He told us he can not provide us with user name and account number, however, tomorrow he will provide us with the user name and password over the phone. Also, he assured us that the Elder Abuser can not access the account and the account is blocked. On Friday XX/XX/XXXX, my husband called XXXX XXXX, and left a message. The following week on TuesdayXX/XX/XXXX I called XXXX XXXX, and he told me that, I needed a new POA from an attorney, the one I had given him which was good for other banks was not good enough for him.

XXXX XXXX XXXX gave us a short note provided by my brother from a XXXX XXXX XXXX, an Internist my brother took her to in XXXX XXXX to have her declared incompetent. XXXX XXXX, was not my moms Dr. nor is board certified. Moreover, mom told me that XXXX told the Dr. what to write. Also, this one letter not only does NOT confirm this but to declare one incompetent in California one must present two complete medical reports to a probate court. XXXX XXXX realized this and dismissed the note, however if Bank of America used this note to block my mom from information regarding her account, they are in a serious ethics and elder abuse violation. Please help my mom.

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