Truist Bank (formerly BB&T Bank)

I have an account that I had security put on because a plumber forged a check on. I was told by a rep of theirs they would look into it and I would hear back from them. That was around December 20, 2021. Since then, I haven't been able to use the account, which is ok, except that when I've called about anything else, they treat me like I'm trying to break into my own account. I tried to get a new debit card for my daughter, who had lost hers, they couldn't verify that? That was a couple of weeks ago. We did finally get the card, a month later than what they said. But today, my SS check was deposited in that "shut off" account, because I forgot to change it. That's my fault. But they took money out of that account from a insurance draft that wasn't changed, so what's the difference. But instead of just transfering the money, they tell me I have to go to a branch. The nearest branch is now 75 miles away. It obviously wasn't when these accounts were opened.
When they were BB&T, they were fine. We never had a problem. But since they've changed, I've not had a good outcome ANY TIME I've called.
We are planning on closing the accounts and getting some online only banks.