Product: Checking or savings account

Complaint : The major complaint is that we opened a joint account and it is not treated as a joint account -- -it has restrictions and, as a result, we dont have access to our money. Other complaints are that this issue has not been resolved in a clear and timely manner ( As of XX/XX/XXXX its still not resolved ). And finally, their treatment of a XXXX XXXX XXXX woman is appalling. 

Details : In 2020 we opened a joint account with my mom, XXXX, and myself, XXXX, as joint holders. And since 2020 my sister, XXXX assisted my mom with electronic banking using her own cell phone and email since XXXX has neither making changes to the date of direct deposit, increasing the amount, and adding extra direct deposits with no problem. At the end of XXXX, After making a recent change to the direct deposit electronically, XXXX received a call from the bank on XX/XX/XXXX saying the account was restricted. XXXX XXXX was told we needed XXXX on the phone to approve someone else making changes. When my XXXX XXXX XXXX mother was on the phone she gave her SS #, date of birth, etc. but, after XXXX minutes of interrogation, she broke down crying, After this didnt work and more conversation my sister was told on XX/XX/XXXX that they needed a XXXX  -- -Power of Attorney as well as my XXXX  -- -Affidavit of Identity that they would mail. XXXX sent the XXXX and waited for the XXXX. On XX/XX/XXXX she called Marcus and found out they hadnt even sent the XXXX yet and had not done anything with the XXXX  that they had already received. They then processed the XXXX  only to tell her they needed the original. They should have told her that at the beginning. Over a period of XXXX  days, XXXX phone calls and XXXX hours on the phone the problem was still not resolved. 

On XXXX I called Marcus since it is my joint account. I told them I wanted to make a change in the direct deposit. After giving all required ID info, he took down all the changes, verified it and when it was submitted he stated the account was frozen. He could not tell me why. I was then connected to XXXX, a supervisor. all she would tell me was there were restrictions and mom needed to get on the phone. I explained that wasnt possible since that had already failed. I was not getting mom on the phone again and she would not give any other solution. Finally she turned me over to document XXXX XXXX. I asked about how to send an acceptable XXXX. he said it needed to be certified ( or notarized ). I told him I couldnt send the original because i needed it. I asked him if it would be acceptable if I copied the original and had XXXX sign it again and have it notarized again. He said that is acceptable. I asked again and he confirmed it was good. At this point I still had not received the XXXX. When I asked why a joint account needed a XXXX  when I was a joint holder who has equal access to the account, he said I might think thats how a bank was run but it isnt. After XXXX minutes on the phone nothing was resolved. All XXXX people I talked to confirmed it was a joint account. 

When i received the XXXX on XXXX XXXX I filled out both the XXXX and XXXX had them notarized and sent certified mail on XXXX XXXX. Marcus received it on XX/XX/XXXX. I hadnt heard anything so I called Marcus on XX/XX/XXXX. They hadnt uploaded it until XXXX XXXX and it will take XXXX business days to process. he next day I called Marcus because they had called me and I thought they had some news about the joint .account only to find out nothing was new Later I read Marcuss response to an earlier complaint my sister, XXXX XXXX had filed on behalf of my mother and it said Marcus was waiting for my XXXX XXXX. when was XXXX going to tell me that. We were told at the beginning we needed my Affidavit of Identity not XXXX 's. We only received XXXX XXXX on XXXX XXXX. After XXXX hours on the phone I also was told the XXXX probably wouldn't work after being told XXXX  that it would and I sent it in. Now they say we need another one! So it has been over a month, over XXXX phone calls and at least XXXX hours on the phone and we have no solution other than either get my XXXX XXXX XXXX mom on the phone which did not work or continue to fill out forms only to find out the form is not acceptable or a new form is required. I will send in an Affidavit of Identity for my Mom but I dont know what to do about the Power of Attorney. But, after all of this there will probably still be another new requirement in order to access the joint account In conclusion, I can not access my joint account even though I have supplied all the necessary identity requirements. We would never have opened the account if we knew a XXXX, now XXXX XXXX XXXX woman would have to give permission to handle a joint account. As a result my mom now has several overdue