On 11/22/2019, I called Fidelity to transfer my Mother's IRA to them. The Rep, told me to fill out the ONLINE transfer, and walked me through the forms. I also requested BOTH the account transfer AND a Durable Power of Attorney form to be sent by mail.I was told later NOT to return the Paper copy because this would cause confusion. Fidelity rep said online form is faster. ON 11/23/2019 I sent the Power of Attorney form by mail. On 11/24/2019 I was told they REQUIRE two more documents because the account is CLOSED. They wanted a copy of my Mother's SSI card. AND they had me fill out a W-9 Tax Form which again I did online as directed. I called 2:49 on 11/26/2019 to follow up on the account being closed and I received confirmation via the Secure Message Center online the SSI information was received.I NOW see the account is FUNDED, the transfer has occurred.During this call the rep, "Contacted the back office" to confirm all was now again in order, And ask why the account is STILL closed. The rep, Glenn came back on the phone and I was told all the forms have been received, and ARE PROPERLY filled out. This morning 11/27/2019 I logged onto the account to check the status, since the paper work WAS received and in order, funds in the account, and to check if the Power of Attorney was in force. UPON logging on I panic ed ..... $0.00 Balance ? O-M-G were the funds stolen ? What happened with my mother's money. I called Fidelity. today's rep. kept checking with "The Back Office". Who were now, providing information COMPLETELY opposite of all I had been told in the days before. After a LONG time of asking for a Supervisor or Manager, finally I was connected with a manager. I was told, he can not discuss any matter relating to this account. UNLESS he speaks with my Mother. She is 89 years old, has Alzheimer and does not understand the stupid questions they ask. Bear in mind Fidelity Rep. was well aware I was doing this for my Mother. Pointed out as I filled out the forms.