Her HIPAA rights are that her medical providers will not reveal confidential information about her to third parties. I doubt that her bank is her medical provider.
As a representative of the estate, the son should have been given information about the account, including balances, account numbers and the fact that it was held in JTWROS title. However, he should not have been allowed to redirect the statements since the estate is no longer responsible for the mortgage (assuming the matgage was written properly)
She needs to work her way up the bank management chain and get is resolved.
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They told her she would need to fill out a change of address form.
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So, did she fill out the form? If that's what it takes, then fill it out.