Bank: get recognized on the account
Register a power of attorney or ask what the bank needs from you
Who to call
The bank's main customer-service number (on the back of the debit card or on a statement). Ask for the department that handles powers of attorney — often called "estate services" or "document review".
Before you call
- Have the account holder's full name, address, and date of birth
- Have the account number from a statement or checkbook
- Have the signed power of attorney document in front of you, if you have one
- Have a pen — you will get a case number or a document-submission address
What to say
“Hi, my name is ___. My family member is in the hospital and can't manage their accounts right now. I hold their durable power of attorney and I need to get it on file so I can help pay their bills. What is your process for that?”
“We're in the process of getting a power of attorney. In the meantime, can you tell me what documents your bank requires so we do it right the first time? Some banks have their own POA form — do you?”
“Can you note the account that a family member called about the account holder's hospitalization? And can I get a reference number for this call?”
Good to know
- Banks review POA documents before honoring them — submit early; review can take days to weeks.
- Ask if the bank has its own POA or "agent" form; using their form avoids delays.
- If a joint account holder (e.g. a spouse) is on the account, they can act without a POA.
- Never say the account holder "can't make decisions" unless a doctor has said so — describe the facts: "hospitalized and unable to handle finances right now."
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