Truist Customer Experience

I received a letter from Truist in the mail saying that an account that I had had switched its status to "active", and that if I had not initiated this change, to contact them. I had not, so I called them. After more than 20 minutes on hold with a maddening 15-second loop of jazz, presumably designed to make people give up, I spoke to one of the poor overworked Indian call-center employees whom Truist forces to field their business. The Truist employee then accidentally hung up on me. I did not receive a call back. I called again. Another 20 minutes of jazz loop. Another unfortunate Indian person. We spent a long time updating my personal information, which I did not ask to do. As to the letter I received asking me to contact the bank, they could not confirm that they had sent it--but they could not confirm that they hadn't. The person on the phone said that he would be filling out an "escalation form" to "escalate my question". Have a nice day! If you go into the brick-and-mortar location, you are told that for customer service you must use the phone number on the card. Clearly the company has been gutted and is being run on a skeleton crew. Customer satisfaction abandoned in favor of all-in cost-cutting. Profits are up! It's as functional as the Soviet system was, but less dignified. I'll switch banks, not that it matters to anyone there.