Customer service frustrations are nearly universal in 2026, with long hold times, rigid verification rules, and automated systems leaving callers irritated. And according to a viral account circulating online, even the pope is not exempt from the modern headache of dealing with phone-based banking support.
The story was shared in a TikTok video posted by ✨NICOLE✨ (@cocodee0719), which features Father Tom McCarthy recounting an anecdote involving then-Cardinal Robert Prevost, now Pope Leo XIV. McCarthy and the pope were reportedly colleagues during Pope Leo’s time in Chicago. Leo is the first American pontiff in history.
In the video, McCarthy describes a situation in which the future pontiff, described as “a very humble guy two months in,” attempts to update personal details with his bank in South Chicago.
“He calls his bank in South Chicago to change his phone number, and I think his address,” McCarthy says in the clip. According to the story, Prevost identifies himself during the call, navigating security checks. The bank representative, however, insists on strict in-person requirements.
“So he gets a lady, says yes ma’am, I’m Robert Prevost,” McCarthy tells his congregation. “She asks all the security questions, and then it’s, ‘Oh, I’m sorry, sir, it says here you have to come in person.'”
When he explains that an in-person visit would not be possible, the situation reportedly escalates.
“And he said, I’m not gonna be able to do that,” McCarthy adds, as Prevost asks if there are any other options. “No, sir,” the representative said, McCarthy recalled. “I gave you all the security questions. I’m sorry, sir.”
“But what if I’m the pope?”
The anecdote takes a more humorous turn when McCarthy recounts what happens next, suggesting the caller identifies himself in a last attempt to resolve the issue. “Would it matter to you if I told you I’m Pope Leo? She hung up on him.”
McCarthy jokes about the aftermath, adding, “Could you imagine being known as the woman who hung up on the pope?”
The story continues with McCarthy explaining that Prevost then contacted a colleague, Father Bernie Sienna, to help resolve the issue.
Eventually, according to the anecdote, the issue escalated within the bank’s management. McCarthy added, “They said, well that’s our policy, well then the pope is going to move his account to a different bank, well we don’t want to lose the account of the pope, well then change his phone number.”
McCarthy concludes that the bank ultimately resolved the matter. “They finally changed his phone number, and then he said, and don’t give the phone number out.
One moral of the story, perhaps, is that if a global religious leader cannot bypass rigid phone verification systems, everyday customers should not expect much flexibility either, or that getting help over the phone can be a challenge for anyone, regardless of status or title.
Published: May 6, 2026 02:26 pm