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Question: If a senior customer comes in with his son to withdraw money, but the senior customer does not seem to really understand what he is doing, should we allow him to withdraw the money?
Answer: You cannot prevent the customer from withdrawing money from his own account, but there are some things you can do. First, speak to the customer directly. If the customer seems intimidated by the son or is hesitant to speak, try to get him to talk to a manager alone. Second, ask a few questions of the customer to determine if he understands what he is doing and the consequences of doing it.
If, after doing these two things, the customer still insists on withdrawing the money, you must allow him to do so. It is not the bank’s job to adjudicate the mental competence of its customers. If you suspect financial exploitation, call Adult Protective Services at (800) 252-5400. If you think a senior customer could be in immediate danger from another person, alert your bank's security and call the police. Knowingly failing to report suspected abuse of an elderly or disabled person is a Class A misdemeanor. The person who reports the abuse is immune from civil or criminal liability for the reporting. Human Resources Code, Sections 48.051(a) and 48.054
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