Truist Bank (formerly BB&T Bank) review: Customer service

Hello,
My name is Jame Willis and my daughter, Edna Willis, is the POA on my account. She is typing this out for me based on the experiences we have had in the past few months.

Let me start by saying I am a retired Navy veteran and have been with Truist (and BB&T prior as well as all the other banks when they transitioned) for many years. When my wife passed and I remarried I added my new wife to the accounts. We are now separated and she is estranged. I am in the early onset dementia stages and have given my daughter POA on my behalf. My estranged wife kept taking my money from the accounts even though we had discussed her not doing so. I advised her I would seek legal action if it continued but she did so anyway. Upon calling Truist customer service I was advised I could take her off the account but would need to do so at the branch. Made an appointment at the Volvo Parkway Chesapeake VA 23320 location (a brand I have been doing business with for years). It is not easy for me to get out of the house as I have also had some surgeries recently. When my daughter and I got there, the branch manager advised we were misinformed and the estranged wife couldn't be taken off without HER approval. She was extremely rude to us and conducted this business very loudly in the lobby instead of taking us into a private meeting room. I decided at that point to just close the account. All my money has been moved into a different bank at this time. I was told I could call in to close the acount and didn't need the estranged wife's approval for that! When calling in on October 1st , 2025 I was told I had to go to the branch. Eventually the agent somehow managed to close the accounts and said a check for the $.057 would be mailed. On Saturday October 4th the accounts remained open and we placed another call to customer service this time speaking with a supervisor. That person advised he would put in a request to have the accounts closed but we would need to go the branch to follow up.

Now it is Monday October 6th, 2025 and the accounts are still open. My issue is that if my estranged wife decides she wants to make purchases the account will be at a negative and I will be responsible. I tried to go into my online banking and through Truist Chat try to close the account and Jodi the agent was not helpful, rude and ended the chat mid chat.