Complaint Investigation Report

Allegation: Staff did not safeguard residents' funds

It was alleged that facility staff did not safeguard a resident's funds when the resident's bank account was accessed without authorization and all funds were withdrawn. It is suspected that a staff member at the facility, who had access to their personal information in their room, may have been responsible for the unauthorized access.

On 02/18/2026 between the hours of 10:51am - 11:13am, LPA interviewed A1. A1 who denied the allegation and stated being aware of R1 reporting missing money from unauthorized bank account withdrawals activity. A1 also mentioned that R1 safeguard their own finances. A1 stated staff do not handle or have access to residents' checkbooks, PIN numbers, or bank cards, and that the facility's policy is to safeguard residents' personal and financial information.

On 02/18/2026 between the hours of 9:30am - 12:14pm, LPA interview 10 staff regarding the allegation.

1 of 10 staff were aware of the incident. For the 1 staff who was aware of the incident stated that money was stolen from R1's account from May 2025 - January 2026. R1 did not authorize any of the transactions made during that time period. The facility assisted R1 with alerting their financial institution about the fraud transactions made. The facility & R1 discovered that the transaction made with the use of R1's account number and routing number. The financial institution advised for the a debit freeze by closing the account. R1 did close the old account but refused for the facility to take R1 back to the financial institution to create a new account.9 out of 10 staff denied the allegation and stated staff does not have any access to resident's personal banking information. Also none of the residents have reported missing money or unauthorized bank account access, and have no access to residents' financial information.

On 02/18/2026 between the hours of 10:08am - 12:57pm, LPA interviewed 11 residents regarding the allegation.

7 of 11 residents denied the allegation and stated not having any money missing from their account.

1 of 11 residents mentioned that no staff have used their bank card. But did confirm unauthorized transaction were made but doesn’t believe the staff made any of the purchases using therr bank car because they keep their bank card with them at all times.

1 of 11 residents acknowledge that staff electronically withdrawal money from their account for payment of the rent.

2 of 11 residents did not confirm nor deny the allegation and stated not knowing of any money missing from their account.

Based on information gathered through interviews and record reviews, there is not enough evidence to support the allegation. Although the allegation may have happened or is valid, there is not a preponderance of evidence to prove the alleged violation did or did not occur. Therefore, the allegation is UNSUBSTANTIATED.

Exit interview conducted with Shiree McCutchen (Business Office Manager) and a copy of this report was provided.