Consumer complaint received 2020-09-03 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: WELLS FARGO & COMPANY
State: VA

Complaint narrative:
My father ( XXXX ), was involved in an accident on XX/XX/XXXX of this year. Since then, he's been hospitalized multiple times, he's been in a XXXX   XXXX  for a month and a half and now he is in a XXXX XXXX facility. During this time period my mother ( XXXX ) has been hospitalized twice. 

My parents own a home in XXXX  XXXX, VA and I live nearby. I know they've had a relationship with XXXX XXXXWachovia/Wells Fargo from more than fifty years and have been frequenting the local branch here in XXXX  XXXX since they moved here in 2004. As a XXXX  XXXX, my father frequented this branch every week. The branch knows him by name. 

On XX/XX/XXXX, my mother and I brought a general power of attorney to the branch to have me added to their account so I could assist with paying bills, which now included, medical expenses which can be very expensive. We explained to the banker, XXXX " XXXX '' XXXX all that had happened and asked that I be added to their joint account so I could assist with caring for them and their home. XXXX scanned the document and proceeded to call " doc review ''. After approximately 20 minutes, XXXX explained that the POA was too generic and we would need something more specific. My mom asked if the bank had a form we could use so we did not go through this again and XXXX indicated " no '' that would be considered providing " Legal Advice ''. We left the office. 

I phoned our attorney and explained the situation. He asked for me to send him a recent statement so he could reference the account numbers etc. He drafted the letter and advised I should get the bank to review it before going through the hassle of having my father sign and notarize the document in a closed facility. 

I sent the form to XXXX and asked that she have " doc review '' review the letter and let me know if it was sufficient. On XX/XX/XXXX XXXX responded they stated that this particular document grants you authority to be POA over your mom and dad and that with this POA you can be added onto the account as power of attorney but not as a joint owner since the document does not state giving power to add or remove owners or beneficiaries. I responded via email indicating that was fine for our purposes. 

On XX/XX/XXXX my father was transferred to the XXXX  XXXX facility. Since there was not a notary public at this facility, I had to pay for a service to visit the XXXX  XXXX facility and have my mom and dad both sign and notarize the form. 

On XX/XX/XXXX My mom and I met with XXXX and she called " doc review ''. This time, upon reviewing the signed, notarized form, " doc review '' indicated the former verbal approval was an oversight and this document is too specific and will not work. This was very disappointing to us considering the prior review/approval received on XX/XX/XXXX. We asked to speak with the Branch Manager and explained our situation. She agreed to look into it and call us back. To this day ( XXXX ) she has not called us back. 

During the week of XX/XX/XXXX, XXXX did call and speak to my mother and indicated she found a form that would solve our issue, but we needed to return to the branch to obtain the form, then have my mother and father sign and notarize the form and then they could add me to the account. My Mother asked - if that was the case, why didnt they present that option to begin with. By now we've spent {$750.00} on a revised POA and having it signed/notarized. 

We feel that this horrific level of service is nothing less than age discrimination and is absolutely appalling and unacceptable. If any of our story is true for other customers, either intentionally or unintentionally, their could be a major underlying and systemic discrimination issue going on. 

Attached : - Email from WF Banker indicating 2nd POA will suffice - Original POA, Second POA, Reciept from Attorney for POA and Notary Visit

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