Complaints

This profile includes complaints for Atlantic Union Bank's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Atlantic Union Bank

  4300 Cox Road Glen Allen, VA 23060

  
• 

  Atlantic Union Bank

  111 W Washington St Middleburg, VA 20117-2602

• 

  Atlantic Union Bank

  4221 Walney Rd Chantilly, VA 20151-2987

• 

  Atlantic Union Bank

  43325 Junction Plz Ashburn, VA 20147-7762

• 

  Atlantic Union Bank

  8525 Rolling Rd Ste 100 Manassas, VA 20110-3676

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 16, 2025 a check was stolen out of my mailbox, washed and presented to ***** *********** for deposit on March 20th, by an individual who wrote his name on the check. We had no idea this had happened until the *** contacted us to let us know that they did, in fact, receive the e-file of our tax returns, but not the money we had to pay them. We immediately went to the bank and filed a check fraud report. ***** Spring is not refunding us our money, when in fact it was their fault for accepting the check. This is not acceptable. We have trusted our money with ***** *********** for 25 years and this is how we are treated? We filed an Affidavit for Check Fraud through ***** Spring and they are investigating it, however, it may take ****** days for the investigation to be complete. We shouldn't have to wait that long to get our money refunded to us when it is their fault for accepting the check in the first place. Please respond to our complaint against this bank (local branch in *****).

  

  Business Response

  Date: 07/10/2025

  Thank you for the opportunity to respond and assist with Ms. ******** concerns.
  
  A response to address her complaint has been provided to Ms. ******* via a secure channel. Additionally, Ms. ******* has been provided with my direct contact phone number to reach out should she have further questions regarding her fraud claim submitted to **********************.
  
  We hope that our response will provide clarity regarding the fraud claim process to Ms. *******.
  
  Sincerely,
  ***** *****
  Senior Customer Advocate
  Office of the President
  Atlantic Union Bank

• Initial Complaint

  Date:05/22/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Asked repeatedly to have account closed. Instead bank ignored me charged fees that overdrew account. I want account closed and money returned. I never opened an account with this bank and have had nothing but problems!!!!!!

  

  Business Response

  Date: 05/29/2025

  Response attached 

  Customer Answer

  Date: 05/29/2025

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: *********************************************************************************.
  
  Regards,
  
  ****** ********
  
  
  
  

• Initial Complaint

  Date:03/21/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband past away in October of '24 and he has accounts with **********************. I am the executor and trustee of his estate. My husband had a checking and savings account and he also has an auto loan with Atlantic Union Bank for our son's car, who is in college. I have submitted all the necessary documents to the local branch in **************, **, *****************. I have been making payments and tried today, but they will not except payments over the phone now, even though they have all the necessary credentials (my executor status from Virginia Beach Circuit Court Probate) from me, which I submitted to them in person. I have asked for statements as well as loan information, which I am entitled to under law and they are being difficult to deal with in all capacities. This is the only institution that I have run into that are being difficult at this time when my family are still grieving. I am trying to keep all loans current until my husbands estate is resolved and they aren't allowing me to make payments over the phone as I am not able to go to the local branch.

  

  Business Response

  Date: 03/27/2025

  
  Mrs. *****
  Atlantic Union Bank has received your complaint to the Better Business Bureau regarding your account. Our records show, you called our ******************** to make the payment,and you were not able to be authenticated which is why the teammate could not release any account related information to you. You were referred to your branch manager, ******, and it was verified that while we did have your executor paperwork on file along with the death certificate, the branch level cannot process a payment electronically.
  You were advised that we could process the payment if you came in with a check or could mail the check directly to the branch. There is also the option to utilize your BillPay feature to make payments.
  I hope this information helps.
  Sincerely,
  Maiya, ***********************************************

  Customer Answer

  Date: 03/28/2025

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I have been making payments for the referenced matter via a phone representative from your bank since November, '24. My husband's estate will be happy to continue to make payments via electronic transfer online. Since you have the required information from the branch, please forward me the link to the online account and I will continue to make payments via your website. I need confirmations sent to my email, ************************* as I am executor the **** ******* estate.    
  
  Regards,
  
  ****** *****
  
  
  
  
  

  

  Business Response

  Date: 04/08/2025

  Mrs. *****

  
  Atlantic Union Bank has received your complaint to the Better Business Bureau regarding your account. Our records show that the loan is in the name of **** H *****, and not the estate. The options to make payments are mail a check to the Branch visit a branch to make payment or use external ******* to send payment to Atlantic Union Bank. There are no options to make the loan payment electronically and as advised in our previous response, the reason you were able to pay electronically or over the phone previously is because the payments were past due and processed by Collections.
  

  We consider this matter resolved and closed.
  

  Sincerely,
  Maiya, ***************************************************

  Customer Answer

  Date: 04/08/2025

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ****** *****
  
  
  
  
  

• Initial Complaint

  Date:02/26/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Feb 04 , 2025 I attempted an international wire transfer of funds for the purchase of machinery In the amount of $180,000.00 dollars. Their central office cancelled the transaction for suspected fraud of recipient which was unverified. I have repeatedly requested return of my funds and filed complaint to no avail. It has now been more than 3 weeks

  

  Business Response

  Date: 03/06/2025

  BBB: ****** ***** Response  
  
  
  Hello Mr. ************************************ has received the complaint that you filed with the Better Business Bureau regarding your account. We appreciate this opportunity to address your concerns.
  On 02/05/2025,*********************, N.A. notified AUB they were holding the $180,000.00 wire and would not be releasing it to their customer. That same day, a response was sent to *********************, N.A. after speaking with the customer to return the ******* date, the wire has not been returned by *********************, N.A. There is nothing AUB can do to expedite the process up as *********************, N.A. is in control of returning the funds
  We do apologize again for the inconvenience that this matter caused you and will be available to assist with any additional concerns you may have.
  

  Sincerely,
  Maiya, *************************** **********************

  Customer Answer

  Date: 03/07/2025

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  AUB is evading responsibility for a transaction that I paid for

  I have called AUB complaint line, and not gotten a response after multiple tries

  They provided no contact information with **************** customer service, and I am unable to independently pursue the matter. My business was with *** and not ****************

  It is unsatisfactory that they hold ********** dollars for no cause.
  
  Regards,
  
  ****** *****
  
  
  
  

  
  

  

  Business Response

  Date: 03/19/2025

  Mr. *****

  
  Atlantic Union Bank has received your rebuttal regarding our response with the Better Business Bureau regarding your account.  We have reviewed your response and confirm that our response remains the same.

  
  I have attached the previous response for review. We do consider this matter resolved and closed.  
  

  Sincerely,
  Maiya, ***************************************************

• Initial Complaint

  Date:12/27/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I financed a new vehicle in February 2023 and the loan company is Atlantic Union Bank. I downloaded the app which I then used to change my payment date to later in the month so that I wasn't paying my full rent and my $450 car payment from the same bi-weekly paycheck. For awhile, I did not open any mail from Atlantic Union Bank because I assumed I was getting paper statements every month and since I auto-draft my car payment every month. I did not know until someone called me several months back that I was paying "late" every month and they were adding fees/interest to my loan. I contacted someone who told me I had to download a form and take it to a local branch? It should not be this complicated to change a due date. I changed it on the app at the beginning of my loan but that apparently didn't change it? I got sick and then lost the form I downloaded. I went to a local branch a month or two later asking for help changing the due date. I didn't have the form. I made my payment there as my recent auto-draft didn't go through. Someone there reached out to someone else about getting a new date change form and stated she would call me when she heard back. I never received another call. I am a single parent working as a full time nurse during the week M-F. All I want is for my due date to be the 18th of every month (the same date my auto draft comes out every month), for any interest/fees associated with this to be removed, and for better communication going forward. Thank you.

  

  Business Response

  Date: 01/03/2025

  Thank you for the opportunity to respond and assist with Fr. *********** concerns.
  
  When the loan originated in February 2023, the first payment was established for 04/04/2023 with a 10-day ***** period before any late charges would be assessed. The customer changed the day her external payment is processed via online banking however, this action did not change the due date associated with her loan. To request a due date change, the Loan Change of Due Date Agreement must be completed, signed and returned to us.A teammate sent the customer this form on 07/26/24 however we found no record of receiving the completed form.
  
  Ms. ********** was sent a monthly billing statement every month since the loan originated to the address we have on record. These billing statements display the payment due date, any past due balance and any fees that may have been assessed.
  
  While no bank error occurred, we have provided a refund for the past 6 months of late charges as a courtesy. We encourage ************* to process her monthly payment within the 10-day ***** period or reach out to us to change the current due date to prevent any future late charges from being assessed.
  
  Thank you for allowing us the opportunity to respond.
  
  Sincerely,
  ***** *****
  Senior Customer Advocate
  Office of the President
  Atlantic Union Bank

• Initial Complaint

  Date:12/13/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  :Since October 2023, I have been a customer of [Bank Name], maintaining direct deposit. Beginning in September 2024, I was charged $456 in overdraft fees during a period of significant personal hardship, including a family death. The overdraft fees occurred on these dates: September 20, 24, 25; October 7; November 12, 14, 29; December 6, 9, and 12.I contacted customer service on December 13, 2024, to discuss these fees and request assistance. During the call, I explained my direct deposit history and personal circumstances. However, the representative I spoke to was dismissive and unprofessional, repeatedly interrupting me and offering only $76 as a refund, which was insufficient given the total fees charged.When I attempted to close my account to prevent further fees, I was told I could only do so by visiting a branch in person. This policy is unreasonable and discriminatory, as it fails to account for individuals who cannot visit a branch due to physical, financial, or logistical ***************** Concerns:I believe the banks actions may violate consumer protection laws:Virginia Consumer Protection Act (VCPA) prohibits unconscionable acts (Va. Code 59.1-200(A)(14)) and unfair restrictions (Va. Code 59.1-200(A)(6)).Electronic Fund Transfer Act (EFTA) prohibits overdraft fees unless I explicitly opted into overdraft services, which I request confirmation of.****-***** Act prohibits unfair and abusive acts.Resolution Sought:I request a full refund of $456 and a reasonable method to close my account without requiring an in-branch visit.

  

  Business Response

  Date: 12/20/2024

  Hello Ms. ********************************* (AUB or the Bank) has received the complaint that you filed with the Better Business Bureau regarding overdraft fees charged to your account. We appreciate the opportunity to address your concerns.
  When you contacted the Bank earlier this month to request assistance regarding overdraft fees charged to your account, our teammate should have reviewed your current overdraft elections and provided you with a clear explanation as to when overdraft fees are assessed. During our review of your complaint, we confirmed that the overdraft fees in question were properly charged for the transactions at issue (which were recurring in nature) based on your accounts current enrollment in ****************************************** However, because the service you received from our teammate in response to your request for information and assistance did not meet **** customer service expectations, we will honor your request for a refund of the overdraft fees in question, totaling $380 ($456.00 minus the $76.00 credit already provided). Please look for a credit to your account in that amount.
  To ensure your overdraft elections accurately reflect how you would like us to handle transactions when there is not enough money in your account, we need to review these options with you and update your account. Information about our overdraft services can be found at *****************************************************************************************.
  Please feel free to contact ************* at ************ to assist with updating your account and assist with any additional questions or concerns.
  We appreciate your business and look forward to continuing to serve you in the future.
  
  Sincerely,
  Maiya, *************************** **********************

  Customer Answer

  Date: 12/23/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: *********************************************************************************.
  
  Regards,
  
  ***** ******
  
  
  
  

• Initial Complaint

  Date:10/24/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I worked for Union Bank back in the 1990's. Given shares certificates for working there but only received one cert for 10 shares when I have 30 shares. I am being told by Computershare that I would have to pay a significant amount of money to get these "lost certificates that I never received while employed here). Times are very hard right now and charging me for stock that I have is unacceptable. I want a resolution to this situation that is not going to put me to broke.

  

  Business Response

  Date: 11/01/2024

  Ms. ********************************* has received the complaint that you filed with the Better BusinessBureau; we appreciate this opportunity to address your concerns.
  Unfortunately, there isnt anything we can do to help as stock certificates are bearer instruments so anyone who presents them is the owner.  Our records indicate that you received the certificates so if they have since been lost or stolen, this is not a matter that places the company at fault. 
  For missing certificates, its a requirement to post a surety bond to issue new certificates.  A surety bond costs a % of the share price.  Unfortunately, we cannot waive a surety bond as its there to protect the owner of the shares and the company from someone else presenting the certificate and claiming your shares.  Its an industry standard practice and Computershare has not and will not waive it. 
  Sincerely,
  
  Maiya, ******************************* of the President
  Atlantic Union Bank

• Initial Complaint

  Date:10/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Early Sept i filed a dispute some fraud activity, couple weeks go by and a temp credit gets applied to my account for funds. At that time Im informed that my account is only deposit and withdrawal only cant use CC so i continue to go in branch withdrawal cash and receive direct deposit from employed well weeks later without notice it gets reverse and they say dispute is denied . And now Im in negative and the bank conveniently states its going to have to terminate our relationship and now i have to pay back money after everyone is i dont have any answers or update after weeks of me contacting them. I was just in branch 3 days prior to withdraw funds and still was greeted with hi *** let me follow up with fraud/dispute department. I feel like Im being penalized for reporting fraud and some suspicious activity

  

  Business Response

  Date: 10/09/2024

  Hello Mr. ************************************** has received the complaint that you filed with the Better Business Bureau regarding your account. We appreciate this opportunity to address your concerns.

  
  Upon review of the account our records show, the dispute that you filed for the CashApp transaction in the amount of $1588.00 has been declined, as after investigation our disputes team determined no error occurred. Our Disputes manager did speak with you via phone to explain the dispute process and findings on your claim Additionally,during the dispute investigation, letters were mailed to you with updates regarding this dispute. This included a provisional credit letter and the notice of a reversal of provisional credit.

  
  You mentioned during that call that you were not receiving written correspondence from Atlantic Union Bank; we did confirm your information is accurate in our system and suggest that you check with your local postal service to confirm there are no issues with receiving your mail from us.

  
  There was no bank error in the handling of the dispute. We do apologize again for the inconvenience that this matter caused you and will be available to assist with any additional concerns you may have.

  
  Sincerely,
  Maiya, ************************************** style="font-size: 0.875rem;">Atlantic Union Bank

  Customer Answer

  Date: 10/09/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  I receive mail before from you guys and everything feels very uneasy in how this manner was handled. It feels very convenient that any letters mailed in regards to this werent received meanwhile days prior to the dispute a new card was received via postal service. After dispute claim was filed no other letters were received. And that alone is very disappointing and frustrating. I secure messaged and call countless times just to get different response from branch, customer care. I tried to assist in the matter but just for any help i provided to be dismissed. I feel you guys will not or cant reverse the denied temporary credit so this back and forth is useless

  Regards,
  
  ****** *******
  
  
  
  

  
  

• Initial Complaint

  Date:06/25/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I do not have a contract with Atlantic bank and they did not provide a original contract as requested I demand it be removed from my credit report

  

  Business Response

  Date: 07/01/2024

  Hello ****************,
  Atlantic Union Bank has received your complaint filed with the Better Business Bureau regarding your
  information that you believe we are reporting to the Credit Bureaus. We appreciate this opportunity to
  address your concerns.
  We have confirmed there is no record of the name you provided applying with AUB through online
  banking for a loan or any other products offered online. We show no record of this name currently in
  our systems. We would like to further assist you with this dispute and require additional information
  to begin our investigation. Please contact our ******************** at ************ or visit a local
  branch and we can assist further.
  We do apologize again for any inconvenience that this matter caused you and will be available to assist
  with any additional concerns you may have.
  Sincerely,
  ********** Customer Advocate
  **********************

• Initial Complaint

  Date:06/20/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Although I have asked your bank to stop payment, it appears that they did not. The first unauthorized transaction October 18 2023, by check number 5270, and the amount is for $1869.43, we did not authorize this transaction and the transaction was done by a check (which we NEVER use), which we can not review as other banks allow, this check, who wrote it and what was this check for.The second unauthorized transaction was done on October 16, 2023, for the amount of $7510, which we have absolutely no knowledge of.Why are we just now noticing these unauthorized transactions is because we no longer live in ******** and have moved to ************* on November 1, 2023. In the meantime, I have asked your bank for bank statements which they chose not to provide until I reached out to customer service and discussed the issue with someone there and eventually received the statements and this is where I discovered the the unauthorized transactions. Please help us as we are senior citizens that just can't afford this loss of revenue. Thank You,

  

  Business Response

  Date: 06/28/2024

  Hello ************,
  Atlantic Union Bank has received the complaint that you filed with the Better BusinessBureau regarding your account. We appreciate this opportunity to address your concerns.
  Our recordsshow the account has been enrolled in electronic statements (eStatements) since 10/17/2023 which means paper statements would not have been mailed.  It is the responsibility of account holders to review the account statements timely and report unauthorized activity.
  In the complaint, you mention that there was a stop payment requested, the only record of a stop payment request we are able to locate in our records was on 6/19/24. Our records show this was entered by you using your online banking. There is no record of you having disputed either of the charges referenced prior to receipt of this complaint.
  Unfortunately,we are past the timeframe to dispute a check transaction, as such we are unable to assist with your request, unless you are able to provide record of disputing the charges within 60 days of receiving the statement where they first appeared.
  In review of this case we found no bank error in the handling of the account.
  We do apologize again for the inconvenience that this matter caused you and will be available to assist with any additional concerns you may have.
  Sincerely,
  ********** Customer Advocate **********************

  Customer Answer

  Date: 06/28/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***********************