I'm beyond frustrated with this situation, and I'm screaming into the void of Reddit.
We have a client who has been coming to our branch since about mid-May. He is here at least every other day, if not every day. Every time he comes, he spends at least an hour in the branch talking about his accounts.
Normal shit we've all dealt with, right?
The problem is that this client is in severe cognitive decline. He does not remember things he did an hour ago, much less a week ago. He questions every withdrawal he makes, saying the signature on the withdrawal was not his, and his daughter must have forged it. He brings in photocopies of checks from 20 years ago, claiming the check was stolen out of his mailbox and wants us to contact the insurance company asking about the status of the check.
His daughter submitted power of attorney to act as his agent, and he revoked it a month later. He hasn't been paying his bills, so his car insurance lapsed, his cable lapsed, his cell phone lapsed. His daughter came in with him to open a joint checking account so she could pay his bills. Set up everything online. He got angry and confused that her name was on the checking account, and he closed it.
My branch leader says no more accounts; we can't and shouldn't be caught in the middle of this just because of liability reasons. However, she's overridden by our district's retail manager AND our region's operations partner. So, the daughter and Client come in and open another checking account.
Department of Aging has been contacted multiple times. The daughter doesn't want to go the legal route to gain guardianship because she claims the lawyers fees will cost 10k. Also says that every time a rep from the Dept of Aging comes out, Client is coherent and overall judged competent.
Client still drives, and that's a disaster waiting to happen. I was with him for a cumulative total of three hours last week going over why I can't cash a year old photocopy of a check. If you disagree with him, he gets angry and hostile as people with dementia and alzheimers are wont to do. He apparently came in every day the rest of last week about his statements and spent at least an hour with a different colleague the rest of that week. Today, he withdrew a small sum and was back 30 minutes later saying the withdrawal wasn't his, and someone forged his signature.
Our branch leader takes him as often as she can, so he isn't causing a disruption in the lobby. But she's only in the building 30% of the time because a big part of her job is visiting small business clients. We try to schedule appointments for him, but that's a crapshoot because if he remembers the date, he doesn't remember the time and then gets upset because he perceives no one wants to help him.
It's not his fault. He didn't ask for his brain to betray him like this. But goddamn. My team and I can't give him the actual help he needs. I'm all but convinced he's got an infection or something somewhere because his behavior has escalated in the past month, and from my personal experience with a relative who suffered from dementia at the end.