Pope Leo XIV was reportedly hung up on by a bank while updating his account, revealing a relatable moment that underscores his humility.
Newsroom (07/05/2026 Gaudium Press) In a story that blends humor with humanity, Pope Leo XIV reportedly found himself facing a surprisingly ordinary frustration: bank customer service.
Speaking at an April 29 event in Illinois, the Rev. Tom McCarthy recounted how the pontiff — born Robert Prevost — encountered unexpected resistance while trying to update his personal banking details. Just two months into his papacy last year, Leo contacted his bank in Chicago to change his phone number and address.
After successfully answering a series of security questions, the pope was met with a standard response from the representative on the line.
“Oh, I’m sorry, sir. It says here you have to come in person,” the employee told him, according to McCarthy.
Despite explaining his situation, Leo was unable to persuade the representative. In a final attempt, he revealed his identity.
“Would it matter to you if I told you I’m Pope Leo?” he asked.
The response was unexpected.
“She hung up on him,” McCarthy said. “Could you imagine being known as the woman who hung up on the Pope?”
Following the failed call, Leo sought assistance from a fellow Augustinian priest, the Rev. Bernie Scianna. According to McCarthy, Scianna managed to reach someone who connected him to the bank’s president. Even then, the institution initially stood firm, reiterating its policy requiring customers to make such changes in person.
The situation shifted when Scianna indicated that the pope might move his account elsewhere. Faced with the prospect of losing such a high-profile client, the bank ultimately relented and updated the account information.
McCarthy, who has known Leo for 43 years, shared the anecdote to emphasize the pope’s grounded nature. An Augustinian friar from Chicago’s South Side, McCarthy described Leo as deeply relatable.
“He is like us,” McCarthy said, calling the pope “a very humble guy.”
Born and raised in the Chicago area, Leo has drawn particular attention as the first American-born pope. His familiarity with everyday culture — from enjoying pizza and Peeps to supporting the Chicago White Sox — has strengthened his connection with people across the United States.
“To have someone of our own come and someone who we can understand when he talks — and he talks like us, he likes pizza, he likes Peeps, he likes the White Sox… he likes things that we like and that we can connect,” McCarthy told attendees.
Reflecting on his longtime friend, McCarthy added: “He is one of the most down-to-earth people. He is just a normal, normal guy.”
- Raju Hasmukh with files from Chicago Sun and USA Today
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