Customer ReviewsforAtlantic Union Bank

I wish I had looked up the complaint website before I opened an account at this bank. They are deficient in customer service in multiple aspects. They are not consistent with their policies and are presently experiencing high turn over at our local branch. They do not return phone calls, although their recording does state that they will by next business day. They place holds on nationally recognized companies checks (even those that they have a business relationship with). They did this without an explanation or an apology. I am curious as to how much interest they were able to acquire from holding my almost 9k check. Is it even legal? Management locally is also not interested in resolving issues. They are more concerned with appearances than doing what is right to rectify a situation. I quite frankly have never been so aggravated and disgusted by a business in my life. This was even after my partner explained that we were stockholders in the bank and that we decided to invest because we perceived the bank to have a bright financial future. I will be closing our accounts and selling our stock, unless by some miracle someone from their corporate office issues an apology.

*******************,Atlantic Union Bank has received the complaint that you filed with the Better Business Bureau; we appreciate this opportunity to address your concerns.We apologize that you feel the customer service at ************** is an issue because there is such a turnover of staff. We will have the branch staffed appropriately soon and we do value and appreciate your business. We did have the branch manager contact you to discuss in further detail, if you wish to speak to the Market Leader, we can certainly assist you with setting that up. We do apologize again for the inconvenience that this matter caused you and we are available to assist with any additional concerns you may have. Sincerely,********** ************************ of the President **********************

Absolutely no reason to discriminate against spanish speaking customers! I am bilingual and help my family who all have accounts here to make calls when their Spanish line is taking way too long to assist in after hours. Most have late afternoon jobs. How it works? I call the bank, merge the call, the actual customer verifies their information completely, after I translate what the bank representative has said. I do not answer for the actual customer ever. There is no reason to tell us you cannot assist us since there is a translation going on. That there is a Spanish line for a reason. I speak fluent English and Spanish so I should be able to use either line. Other employees have been more than helpful and accommodating with this. My only complaint is being told we cannot be helped if we are speaking Spanish. If you cannot handle customers speaking Spanish on your line as a bank representative then either make that known to your employer when being hired or do not take a job as the representation of a bank which is their customer service. We have been banking with this bank since it was named ************* Bank. This is the first and hopefully last discriminative incident. I would be more than glad to join the ABU **** to accommodate the Spanish speaking community. Let me know! This bank overall is wonderful and has great branches with excellent in person service.

Hello *******, thank you for sharing your concerns. When calling into our ********************* we do offer bilingual support to assist Spanish speaking customers to provide a seamless experience. Our bilingual line is available Monday through Friday from 7am to 8pm EST and on Saturday from 7am-5pm EST except banking holidays. If customers are unable or prefer not to use this line, we would ask for the customer to verify their information and request permission to speak with the other individual on their behalf. This standard is designed to ensure that the Bank is able to identify its customers accurately and securely, and to protect their accounts from unauthorized access. We apologize if this was not the experience that you encountered. We would love the opportunity to research this further for you and ask that you reach out to us at ************** to provide additional information. Thank you for your loyal patronage with Atlantic Union Bank throughout the years. -*****

Since they have updated the system I got a overdraft after I was told the balance,I thought it was ok to spend then I was told my direct deposit didn't completely come through I had transfered funds for bills I paid them but there is something missing the amount I transferred didn't post until today I hope my bills don't overdraft the phone said I had the money for the bills plus my deposit came in I'd hate to change banks due to the location I'm going to if I end up getting a overdraft and the amount of funds don't show up that's missing on Monday I can't afford or want to go through this again my deposit is automatic no matter what been in full no problem with the transfer it's strange but I'm going to find out what is going on so I'll have time to swing Banks for my next paycheck I got a 49 dollar over draft yesterday I had the funds for the utilities I paid?I calculated ahead of time and again to make sure that system is messed up

Hello ********************, thank you for sharing. We have thoroughly reviewed your account with the information that has been provided here and found no errors. For the time period aligning with your review, you were not assessed any overdraft fees. If funds are transferred to cover the items before the daily cut off time on the day that the transactions are presented, Atlantic Union Bank will not assess a fee. When funds are received via direct deposit, the funds are available to you on the day the deposit is received. We are sorry to hear that you have decided to switch financial institutions and would be happy to discuss your experience in greater detail. If interested, please reach out to us at **************. Thank you. -*****

Since December 1st. I cannot get the automated system to give me the amount of our direct deposits. I call customer service and all I get told is that our direct deposits are pending for 4 business days, and I need to give them my drivers license number to make sure its me after they I gave them my ss# before the agent will tell me anything, she said that they need to make sure its me as my ss# could have been used by someone else. My response was if my wallet got stolen they can use my drivers license number, and I was told they could not give me any info regarding our account. Have been a client since Atlantic bought out my old bank going on 20 plus years. So we will be leaving Atlantic Bank as soon as we can find another bank.

Hello ****************,We recently enhanced the telephone banking features of our ******************** by adding voice commands as well as enhanced identity verification. These changes were implemented to improve your overall customer experience. The security of your account is very important to us and our authentication process involves multiple factors to ensure the confidentiality of customer information and safety of our account relationships. We appreciate your feedback and are sorry to hear you were not satisfied with your experience.The account transactional history provided by the automated telephone banking provides information regarding transactions that have posted to the account. For questions regarding pending deposits, please follow the prompts to speak with a customer service representative for more information. As stated in our Funds Availability Policy, electronic direct deposits, made before our daily cut off time, are available the same business day as the day we receive your deposit. This balance information can also be accessed using our online and mobile banking services. We also invite you to visit Atlantic Union Bank website for additional resources regarding how deposits post to your account. If you would like to discuss further, please reach out to your local branch and a teammate will be happy to assist. Thank you. -*****

No, after hours customer service after 5 PM automated system doesn't work. It just takes you in circles from putting in your social to your pin number. And then just ask you for that information over and over. You can't access online. You can't call anybody so. Therefore, when you're stuck on at the side of the road, you have to stay there until they open in the morning until you can figure out what the problem is with their bank, which never seems to work and you can never access when you need. Worst bank ever.

**************, Atlantic Union Bank has received the complaint that you filed with the Better Business Bureau regarding your account. We appreciate this opportunity to address your concerns. Our hours for our Customer Care Center on Saturday are until 5pm EST. Monday- Friday the hours are 7am-8pm EST. If a customer calls outside of those hours about their debit card not working, unfortunately there isn't a support line for that. We do apologize again for the inconveniences that this matter caused you and will be available to assist with any additional concerns you may have. Sincerely, ****** Sr. Customer Advocate Atlantic Union Bank 

8+ years as a "valued member", versus trying any attempt at communication through conventional means they just pressed charges for a debt that has never been communicated in any previous instance. Our profile info is up to date, they could've used that to contact us before filling civil action, but instead they used it to have a sheriff come knocking and served me papers. Atrocious service, small bank big ego.

Hi ******, we are sorry to hear that you feel as though Atlantic Union Bank did not provide proper communication. A monthly statement for the account in question was mailed to the address on file; generally, once an account reaches a certain status, a written notice is sent to the account holders with a request to respond within 15 business days to prevent any further actions against a customer. If you have any questions, please reach out to us at ************ and we will be happy to review your specific account activity further. Thank you -*****

My sister and I co-financed an auto loan with Atlantic Union Bank and she is dying of Uterine Clear Cell Carcinoma Cancer - they would not even consider a one month extension - how heartless is that.

Hi ******, We are sorry to hear of the health issues that you and your family are facing. When a loan extension request is received, Atlantic Union Bank does have limitations on extensions in place however, we would be happy to look into your specific circumstances. If interested, please reach out to our ******************** at ************** and a teammate will be happy to assist. We wish you and your family the best. Thank you. -*****

I have been a member with the back for about 7 years. I requested a personal loan and was told on a Monday I would hear back Tuesday. I had to call Wednesday to request a call back. During my call back I was told I was approved and needed to send in proof of income. I did that. ***************************** email was not working so she call me ***** times to request I resend it to her. I sent 5 emails all but was returned as her server was *************** I was informed that I was not approved for the loan I requested. This caused me a lot of stress and frustration as I had told 3 other lenders that my bank approved this loan the day before. She not only lead me to believe a decision was made prior to it being made but I also make 350 more than I quoted during my loan application process. I would not recommend anyone using them for a personal loan and know ***** Fargo has lower rates and is much faster and easier to work with. Highly recommend Alantic union advise their team to use the correct terminology when communicating about personal loans or not let people of her understanding communicate to the customer. I am looking to move backs after this amount of disappointment and frustration the she caused me.

Hello *******,In response to your BBB submission regarding a recent loan application, we researched our calls that came into our ******************** and found that on the 17th of April there was the phone interview to begin the loan process. The teammate collected all information that we needed. The following day you contacted the office to inquire on the status of approval, the teammate advised that a recent paystub was needed to continue with application. Once we received the it was determined that per our guidelines we could not move forward with loan. Based upon the current debts and income provided that the *** was not within Atlantic Union Bank guidelines.I hope this addresses your concern.

Just spent 16 to 17 minutes on the phone to activate my Atlantic Union BANK new debit card. Was pitched extra plans - healthcare, perscriptions, vacations(timeshares) etc before my card could be fully activated. The only info they DID NOT ask for was my Social Security#. And I forced to answer a question with only "Yes" or "No" instead of correct or incorrect. The person 'activating' my card sounds very similar to the person calling to "sell" me extended warranties for cars I have not owned for years, refinance my credit cards, health insurance, the typical telemarketing scams. Now, after getting off of the call, I feel I have to watch for charges constantly that I did not authorize, as I now have a very uneasy feeling from the response I received when I asked I only activated my card and did not sign up for any of that other stuff pitched? I activated all of ************** Cards with their mobile ap in seconds. ******************* Federal Credit Union, Citi and AMEX cards were all done in under a few minutes on their aps or using numbers on a touch tone phone. Also I would love to have a way to stop solicitations from them. I keep getting their offers for investing and they have the lowest rates on out there on investment accounts.

Hello ****,In response to your BBB submission, we researched our calls that came into our ******************** and were unable to locate any instances of you calling in. When a customer calls the activation line it is all automated and will only ask for the last four of the card number, expiration date, and last four of the customers SSN. Once this information is successfully verified, you will then be asked to create a pin number. If you dialed the number that was listed on the sticker on the front of the card, your activation would have been completed entirely through our automated system. If you feel as though your information was compromised, please contact us at ************ and one of our ******************** teammates will be happy to assist. Lastly, per your request, we have removed you from receiving solicitations from us. I hope this addresses your concern.

I dialed the # that was on the sticker on front of the card. The person on the other end knew that I aware that I would be activating a card from Atlantic Union. Your response suggesting that I may not have implies that I pulled a phone # from... somewhere other than the correspondence forwarded from your company. A tad insulting.Since activating this card I have had more blocked card transactions emails in a week, at all hours, than I can count. Currently there are at least 5 in in my inbox that I have not deleted. At the end of the day - it's your product not mine and the ramifications of using your products and services. I will share how my branch visit experience shortly.

In December, 2021, I took out a HELOC, which I understood was at a fixed rate. Turns out it was a variable. I have checked with other companies and get offers at ****% to ****%. Atlantic Union has my Credit Score unfavorable. I have never missed any payments with them or creditors. I had excellent credit before getting involved with them. Yet, my score is higher with all 3 Credit Bureaus when checked by others. I met with another Atlantic Union Representative and they are now giving me ****% interest rate. My payments are approximately $780.00 monthly. I am retired and need my rate lowered ASAP like it was initially. Paying $211.00 was very feasible. I dont have enough now to pay household expenses, much less buy food or gas. I have had to *** my credit cards to do so. I will never refer anyone to Atlantic Union Bank.

Hello *****, thank you for reaching out regarding your concerns about your HELOC with us. Our records show that you contacted our Customer Care Center on December 28, 2022, and spoke to one of our Care Center teammates who scheduled an appointment to discuss options with our Twin Hickory branch team on January 3, 2023 to discuss HELOC matter and options. The Branch Manager did speak with you to discuss possibly converting the HELOC to a fixed rate to which you declined as you stated the payments would still be too expensive for you. The HELOC disclosures were also reviewed with you to confirm that the HELOC rate was signed and accepted at a variable rate at application. All closing documentation clearly states the rate is variable. Regarding the mention of the credit score, it seems the score may be because of the score at the time of the HELOC origination in comparison to the current score. In reviewing the Promissory Note it does not appear there are any fixed rate options with regards to the HELOC and it was setup with Wall Street Prime plus 2.840 rate. I hope this addresses your concerns and if you have additional concerns, feel free to reach out to our Customer Care Center and one of our teammates would be able to assist.