'She hung up on him…': Pope Leo XIV gets ghosted by bank customer service; story goes viral

A simple phone call to a bank has now turned into one of the most talked-about stories online involving Pope Leo XIV. The reason is not controversy or politics. It is because the situation felt extremely relatable to ordinary people.From strict customer service rules to frustrating conversations that lead nowhere, many people know how difficult banking calls can sometimes become. According to a story shared recently by the Rev. Tom McCarthy, Pope Leo XIV reportedly went through a very similar experience while trying to make a routine update to his bank account.The incident was shared during an event in Illinois on April 29 and has since drawn attention online for showing a more everyday and human side of the pope.McCarthy said the incident took place last year, around two months after Pope Leo XIV became pope. The pope, born Robert Prevost, reportedly called his bank in Chicago to update his address and phone number.During the call, he answered the required security questions and completed the verification process. But despite that, the customer service representative reportedly informed him that the changes could only be done in person. “Oh, I'm sorry, sir. It says here you have to come in person,” the woman said, per McCarthy.According to McCarthy, Pope Leo continued trying to resolve the issue over the call, but the representative kept repeating the bank’s policy.That was when the pope reportedly made one final effort.“Would it matter to you if I told you I'm Pope Leo?” he said.But the response reportedly remained unchanged.“She hung up on him,” McCarthy said. “Could you imagine being known as the woman who hung up on the Pope?”As mentioned in a report by USA Today, after the unsuccessful conversation, Pope Leo reportedly contacted fellow Augustinian priest Rev. Bernie Scianna for help.McCarthy said Scianna later connected with the president of the bank. However, the bank initially continued to insist on the same policy regarding in-person changes.That reportedly led to a direct reply.“Well, then the pope is going to move his account to a different bank.”According to McCarthy, the issue was eventually resolved, and the pope’s phone number was finally updated.“They finally changed his phone number,” McCarthy said. “And then he said, 'And don't give the phone number out.’”While sharing the incident, McCarthy also spoke about his long friendship with Pope Leo XIV, saying they have known each other for 43 years.As highlighted in the USA Today report, he also described the pope as someone with simple and relatable interests.“He likes pizza. He likes Peeps. He likes the White Sox. You know, he likes things that we like,” McCarthy said.Thumb image: X