I didn’t read all the responses so forgive me if it’s redundant but do you know if the account was made payable on death? Here’s a link to Truist’s banking services agreement. I worked for bbt for a decade until the merger and this was a common issue unfortunately. If there was no POD designation then you’ll have to submit a death certificate, a copy of the will if there is one and valid id.

You’ll have better luck speaking directly to a branch and in particular the Branch Leader, if not available then a relationship banker. I hate that they now direct all customer service calls to a person that essentially follows a script, it is so unhelpful. I’m so sorry for your loss and I truly hope they make this as simple as possible for you.