When my mom went into a nursing home a little over a year ago, they talked me into having her check go directly to them for convenience.
Recently, she moved to a new facility, and they do things differently, so the check needs to go into her checking account on which I am a signer, and I will in turn write a check to the facility each month.
On calling SSA to do this, they insist on speaking to Mom. I get it, they are trying to prevent identity theft. She is able to talk to them on the phone, and we have the account and routing numbers for both the old and new accounts, but Mom gets a little confused and has some trouble reading the long account numbers that are required for the changeover to take place. SSA won't let me help and ends the call if they overhear her questioning me, or me coaching her. As a result, we have been on the phone nearly every business day for the past week and a half trying to get this done. Each time it's about an hour wait to get a person on the phone.
Going into the SSA office with her would be an ordeal because of her health and shouldn't be necessary.
Making the change online is not possible because she set up an account a couple of years ago but has a lost the password and in order to recover it, they need to send an email to the email address on file, for which she has also lost the password. We tried resetting the email password, but it needs to send a code to her phone number, and she doesn't receive texts.
I can ask a doctor to write a letter saying she can't properly give the account data over the phone, but that is a problem because I would have to take the letter to an appointment at the SSA office, but their soonest appointment is mid December, and the money needs to be available the first of December so that the facility can get paid.
Sorry this is so long, but there are so many aspects to the situation and I don't know which way to turn. If anyone can offer suggestions, I would really be thankful.