Mom changed banks and never sent in a request for a change of address. When I contacted the company, they told me that they cannot accept the request in writing. Is this legal?

My mom has dementia, diabetes and kidney disease.
She has lost most of her short-term memory and a lot of her long-term memory. I am her legal POA and take care of her.

She has a small pension when she lived in Phoenix when my Dad was alive, he has passed over 3 years now. The pension is direct deposited each month on the first. Since she now lives in California with me, she opened a new account at a different bank and never sent in a request for address change or to change the direct deposit to her new bank.

I conacted the company in writing that handles the direct deposit and explained the situation and sent a copy of the POA. They wrote back that they cannot accept the request in writing, and I have to call and speak to a rep. for security reasons.

Is this legal? We requested official document which we can get notarized along with copies of documents of her address and new banking information to put the address change in and change banks for her pension.

I have a 401k and if I am changing banks I must do it in writing.

This company refuses to do this and we haven't receipt fed and statements monthly or quarterly on this account.

We have left the funds in this other bank we we cannot get access to anymore.

Is this legal, I also called and they advised she may st get on the phone and call them, if she has dementia she will not remember.