I worked at a bank for a while, I understand some questions can be odd but there is a reason to it. I was a phone rep and I couldn't tell you how many times potential elder abuse occurred, or the spouse or kids tried pulling one over on people. Most banks today will cover fraudulent charges, in order to provide this there has to be greater security to protect the banks (and customers) assets. We'd get the most pushback when people called to ask for an increase to some limit: be it withdrawal, purchase, deposit, etc. The larger the increase, the greater the level of scrutiny that was applied. The same would be applied to waiving or refunding fees.