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I don't know if it's possible to get your Mum to send you a signed power of attorney authorising you to enquire on the account on her behalf. Based on experience, I'm going to ask my daughters to give me complete power of attorney for banks, phones etc on their behalf the next time they take...

Banks are a pain. Probably all of them. However, as has been said, they do have a restriction on information that they are allowed to get back. And it's not just banks. I've had big problems with a phone plan my daughter is on, as she's now overseas.