Need help making new account and line pls

So I'm from California, my grandfather is the primary account holder for this account who was recently diagnosed with dimensia. I'm in Michigan now for 5 years I've known nothing of the financial status of this account with my added line of California number. I'm trying to open a new account in my name with a new Michigan number. My phone is currently off and need for work. I'm having a hard time opening new account and need help.