An account owner requested that his wife be added as a joint owner to his account. Before they were able to complete the paperwork, the customer passed away from COVID. Is it acceptable to use his (identity confirmed) verbal request to grant her access now that he's deceased? Will it require that she obtain administration documents when we know this was his wish that she have ownership? Tough situation!

This is a legal question which you should discuss with bank counsel. Without anything in writing, the bank could find itself on the wrong end of a lawsuit if any creditors attempted to collect from the estate and then sued the deep pocketed bank. Without anything in writing to prove what the customer's wishes were, you could find yourself on the losing end.

I've reached out to legal and they've confirmed the usual estate documents will be required - same justification as you mentioned. Thank you.

Whatever a depositor intends to do, if it hasn't been done, it just hasn't been done. "If wishes were fishes, we'd all swim in riches."