Carol Simms looked at the statement.
She didn’t reach for it immediately.
“Do you have your account number and identification?”
Grandma produced both.
Carol typed.
Read.
Typed again.
The office was quiet enough that I could hear the air conditioning cycling on and off.
“The first withdrawal,” Carol said, “was processed as a standard wire transfer.
The authorization came through your online banking portal.”
“I don’t use online banking,” Grandma said.
Carol looked up.
“I have never set up online banking.
I come into this branch in person.
I have done so for thirty-one years.”
Carol turned back to her screen.
“The account does have online access enabled.
It was set up approximately eight weeks ago.”
“I did not set it up.”
The room got very still.
“Mrs.
Sterling, the access was created using your Social Security number, your date of birth, and answers to your security questions.”
“Then someone who knew those things set it up,” Grandma said.
“Without my knowledge or consent.”
Carol Simms removed her glasses and set them on the desk.
“The second and third withdrawals,” she said carefully, “were also processed through the online portal.
All three were transferred to the same external account.”
“Whose account?” I asked.
“I’m not able to disclose that without a formal request or a court order.” She paused.
“But I can tell you that the transfers were flagged by our fraud monitoring system after the third one.
A review was opened internally.”
Grandma leaned forward slightly.
“And were you going to contact me about that review?”
“A letter was sent to your address of record ten days ago.”
“I was not home ten days ago,” Grandma said.
“My son had already begun arranging for me to be placed in a facility.”
Carol Simms put her glasses back on.
She looked at the statement again.
Then she looked at me.
“Mr.
Sterling,” she said, “I think you and your grandmother may want to speak with our fraud department directly.
Today, if possible.”
“We do,” I said.
“I’ll make a call.” She stood.
“Can I get either of you some water while you wait?”
