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

  8010 towers crescent dr. vienna, VA 22152

• 

  Atlantic Union Bank

  102 Catoctin Cir SE Leesburg, VA 20175-3717

• 

  Atlantic Union Bank

  14006 Lee Jackson Memorial Hwy Chantilly, VA 20151-1602

• 

  Atlantic Union Bank

  1800 Robert Fulton Dr Reston, VA 20191-5463

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:05/21/2024

  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.

  I was in a car accident on 4/27/24. My insurance declared my vehicle totaled and asked that I come in and pick up a check on 5/15/24. I went into the ********** location with the check to deposit it. My account has been on hold for almost a week now. I do not have a vehicle and 4 vehicles that were being held for me to purchase are no longer available. I can not work . I have a family, a 1 yr old a 2 yr old and a fiance. This has cause me a great amount of stress. All I did was get run off the doggone road for ****** sake. It doesn't take this long for a check to clear. I should have been told this and would have NEVER used this bank. It however has more locations than Navy Federal so I finally decided to use the account that I'd only opened a couple of month ago because there's a location 10 mins from my home. I also don't like being made to feel like a criminal. The lady at the *********** location keeps asking where I'd gotten the check each time I call. The banks I've dealt with keep copies of the check and I provided her State issued ID when I opened the account so what the h*** At this point I just want my money out of there and will NEVER use this bank again. My fiance has banked with this bank since she was 18 and will be 40 this year. She is now searching else where. Progressive is a known insurance company someone could have taken 1 minute to pick up the phone and call someone.

  

  Business Response

  Date: 05/28/2024

  Hello ******************,

  
  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 records show that you deposited a check in the amount of $12,719.13 on May 15, 2024. There was no hold on these funds placed by the Branch, however our **************** was notified due to this deposit being outside of the normal account pattern. Our **************** did place a restriction on the account on May 16, 2024, so that they could ensure the deposit was correct. Please be aware this is done to ensure the bank is safeguarding customer accounts. We contacted Progressive to verify the check and once confirmed, we removed the restriction. Our review found no bank error in the handling of account.
  

  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:02/06/2024

  Type:Customer Service 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.

  Called the main number on 2/6/24 at 8:40 am for suspected fraud/identify theft on an account I did not open after receiving mail from the bank. The woman who talked to me on the phone was very rude and refused to transfer me to the fraud department, even after asking several times. Its extremely disappointing to know a bank does not take identity theft seriously.

  

  Business Response

  Date: 02/09/2024

  Thank you for the opportunity to respond and assist with Ms. ******** concerns.
  
  Since receipt of her complaint,we have attempted to research with the limited amount of information she provided.When ****************** called our ********************* we were unable to assist her,because we could not complete our authentication process with the information she provided. We would be happy to help resolve Ms. ******** concerns once more information is provided.
  
  We ask that ***************** stop by a local branch with identification and the letter she received from Atlantic Union Bank. If we do not offer a convenient branch location, a virtual appointment with a branch teammate can be scheduled via our website. Our ******************** has provided these options to ******************.  
  
  We apologize that ***************** felt that the ******************** teammate was not courteous, and we hope to be able to fully resolve her concerns once we can meet with her either in a branch or virtually as noted above.
  
  We appreciate the opportunity to address Ms. ******** concerns.
  
  Sincerely,
  *********************
  Senior Customer Advocate
  Office of the President
  Atlantic Union Bank

• Initial Complaint

  Date:12/12/2023

  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 opened a new account on 9/29/23 and deposited ******* in certified checks from the federal reserve(ssa/ssi) and for some reason atlantic union has bee holding my money and won't release it or refund,they claimed in October they were refunding them only this hasn't happened social security claims they don't know what's going on and I can't get my money reissued until they submit the money back. They've been giving me the run around and won't even give an explanation on why they haven't released my funds and they are still sending me statements. It's going on four months soon and I'm going to have take legal action if it's not resolved I just want money that's it.

  

  Business Response

  Date: 12/19/2023

  
  ******************,

  
  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 records show that on 09/29/2023, our Fraud Prevention & Detection received correspondence from our *********** branch in reference to a suspicious account opening. Upon review, it was noted that the account was being opened using a Treasury Check. When the teller attempted to open the account, there was an error message that populated in our systems. Due to this there was additional research that was required.  Our fraud manager contacted the US Treasury to validate the check and on 12/12/2023 the check was confirmed valid, and the hold was lifted on the funds. There was a delay due to the volume of the requests the US Treasury receives and have to respond to.  
  

  We apologize for the inconvenience this may have caused you,but to safeguard your identity and funds, we needed to confirm additional information.If you have any questions, feel free to contact us.
  

  Sincerely,

  ********** Customer Advocate
  **********************

• Initial Complaint

  Date:12/09/2023

  Type:Sales and Advertising 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 received notice on 12/9/23 that my account was handed over to collections (not something I have experienced in 48 years, I have a positive financial history). This was due to a transaction hitting my account ending in **** that had insufficient funds. The funds were available in Account ending in ****; but as a result both accounts were locked from online banking and I was unable to transfer the funds, as I had attempted to do on the date of the transaction. I thought that because I was out of the country that the app just wasn't working. Then when I received the notice today, I looked back in the account (which now has plenty of funding)- they had not only turned off my online banking, but they had canceled all auto-payments. This has resulted in a disconnect notice on my water (I'm still out of town), a late fee on my credit card, and had I not caught this I would be in more financial turmoil with other accounts! While I understand they need remittance (immediately paid the debt when I received the collections notice- which conveniently has no immediate way to pay- you must mail a check- so there's another 7 working days before resolution)- This practice is merely to sabotage the consumer and allow the bank to assess more and more fees. Fortunately, I am a person with the privelege and means to fix this rather easily, but the reason I am writing is in advocacy for those who cannot! Had I been on a fixed income or in poverty, these issues would be detrimental. Very exploitative practice and sabotaging on the side of the bank.

  

  Business Response

  Date: 12/13/2023

  Thank you for the opportunity to respond and assist with *************** concerns.
  
  On November 2, 2023, a bill payment initiated by the customer was processed. The payment was presented to the account three times and each time, it was returned for non-sufficient funds. As the payment had already been processed, our bill pay vendor established a *************************** Request to recover the funds. This request advises the customer to contact CPRS at ************** to settle the outstanding debt and we have confirmed that they possess the ability to receive these payments over the phone. The customer was sent an email notification to provide a summary of the account activity which included the bill payment. On November 8,2023, an email was sent to alert the customer that the bill pay profile had been blocked preventing any new payment activity and cancelling any pending payments. When communication was not received by the customer, subsequent emails were sent on November 13th and 16th reiterating the previous message.
  
  We encourage customers to proactively monitor their accounts via online banking or monthly account statements to review account activity for accuracy. If funds were available in another account to cover the transactions, we are unable to complete the transfer without authorization.
  
  
  Sincerely,
  *********************
  Senior Customer Advocate
  Office of the President
  Atlantic Union Bank

  Customer Answer

  Date: 12/13/2023

  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.
  

  The action I desire is a refund of the fees charged to me by my creditors, currently over $150.  Additionally, I would like them to stop this practice of shutting off autopay; and also of the overdraft protection in this manner- without consent.  I later saw that one has to opt out of overdraft protection.  It should be that a person opts in with clear understanding of the consequences (which are not outlined in the terms clearly, as I read online.). This should be part of the fair lending law.  For protection of the consumer, they should have clear and concise understanding, not buried in terms and conditions, of what the overdraft protection entails, and that all of their accounts are subject to the turnoff. The overdraft protection in this bank does not do the consumer any favors.  PLEASE just let the bill go unpaid and that creditor will notify me accordingly, rather than all of my bills going unpaid, my water shut off, my credit card late, etc. 

  All of what they mention is accurate, and I take accountability for my role in this, however, my problem is this: How can you shut down auto-pay in BOTH accounts (one having thousands of dollars in it)- but you can't put a hold on that same account for the amount of money that was returned. It doesn't seem ethical or correct that if they are separated in that way, the bank would be able to. hold auto-pay from the other account.  It doesn't track to use the explanation that they didn't have authorization to hold funds in the other account, but they can certainly control my bills being paid from it? 

  I will be taking my business elsewhere for my business and personal needs. 
  
  Regards,
  
  ***************************
  
  
  
  

  
  

  

  Business Response

  Date: 12/20/2023

  Thank you for the opportunity to respond and assist with ************** follow up response.
  
  When a bill payment is completed, the funds are sent to the merchant and then removed from the customer selected funding account. As funds were not available in the account at the time, the customer owed the funds to our third-party service provider which resulted in the *************************** Request. The customer received several notices to alert her that the bill pay profile had been blocked until the funds were recovered. The funds cannot be removed from another Atlantic Union Bank account without authorization from the customer. A customer may opt in or out of ********* services at any time. Currently, ************ is opted out of the Standard ********* Privilege resulting in covered transactions not clearing the account when funds are not available. To further discuss these options, any local branch or ******************** teammate would be happy to help.
  
  We hope that this will resolve any additional concerns. 

  *********************

  Senior Customer Advocate

  Office of the President 

• Initial Complaint

  Date:11/09/2023

  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 Friday, August 18, 2023, at approximately 10:00 a.m., I began receiving texts that my account was overdrawn by almost $10,000.00. Immediately, I tried several times to contact the Atlantic Union Bank located at **************************************************************************. I tried numerous times, and no one answered the telephone. Therefore, I called the *********************************************************************************************************** the call center answered the telephone. I explained to her what was going on and the urgency in this matter. I explained to her that I had a sufficient amount of funds in my account. Many of my automatic payments were being declined which created additional problems for me. The representative tried numerous times to reach out to them and no one answered the phone. I stated that I was on my way to a very important meeting that I could not miss, and most importantly, I was discussing my account with **********************. She attempted to do everything that she could possible do, and stated that she would continue to call the branch and would send an email with high priority. Near the end of my important business meeting, I received an email from the bank, and it stated that they were trying to reach me to no avail. This is totally untrue. I can provide documentation to support that no one from the back called me. At this point, I left Midlothian where my meeting was and drove to ******* to the branch. I stood in line, and when I finally went up to the teller, she asked how was I doing. I stated that I was not doing well at all. Her exact words were, I didn't think so. It was noted that they realized that there was definitely a problem and no one bothered to contact me regarding this financial error. She stated that the Branch Manager was busy, and I would have to wait. I specially told her that when they can find the time to discuss this matter with me to reach out to me. Apparently, their error was not important to me. I told her that I was going to walk out of the bank before I said something that I shouldn't. Therefore, I walked out and went back to work. The Lead Teller called and left a message, but again, it wasn't priority regarding a mistake that was made. I have documentation to support this. As you can see, it has been almost three (3) months later, and it is not a concern on behalf of the branch. It appears that all parties involved were trying to cover up a mistake that was made or possibly someone who perhaps attempted to steal from my account. This is very serious!!!!

  

  Business Response

  Date: 11/16/2023

  ********************

  
  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.
  We did confirm that there was an issue with our check scanner on August 15, 2023, that resulted in your requested cashiers check in the amount of $551.00 to not be captured properly. This error was identified the following morning on August 16, 2023 and our back office teams worked to rerun the scan to correct the issue. We provided a temporary credit for that amount in order to ensure you had the appropriate funds available in the account while we corrected the matter with our back office.

  
  Our records show that our team made multiple attempts to speak with you to discuss what took place as well as the resolution. Due to not being able to reach you by phone, our banker did send you an email response on August 18, 2023 to let you know what occurred as well as the resolution. There was no attempt of any fraudulent acts internally or externally.
  

  We do consider this matter resolved and closed.  
  

  Sincerely,
  Maiya, Sr. ******** Advocate
  **********************

  
  

  Customer Answer

  Date: 11/16/2023

  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,
  
  *********************************
  
  
  
  
  

  Customer Answer

  Date: 11/20/2023

  On August 18, 2023, Atlantic *********** made a mistake resulting in my account being overdrawn in the amount of over $9,000.00. This caused me some automatic payments to be returned. I made numerous attempts to contact the back and no one answered the phone. I contacted customer service and the agent could not reach anyone. As stated previously, I had an important work meeting to attend. The agent sent an email to the branch. I received an email as my meeting ended. The lead teller sent an email stating that they attempted to contact me multiple times. This was in an effort to cover themselves. I went to the branch and asked to speak to the manager and I was told that she was too busy to speak to me. Therefore, I left the back. I was so upset which caused my blood pressure to be elevated that I had to seek medical attention. Therefore when she finally called me, I was in urgent care. I have asked several times to meet with the manager and the lead teller and was given the run around. In the response to my initial complaint, the customer care provided an inaccurate response stating the cause was due to a cashiers check in the amount of $550.00. This is totally inaccurate. I made a cashiers check in the amount of $5500.00. Additionally, my account allows me to receive free cashiers checks and was charged an additional fee. Then, the cashier realized her mistake and could not correct it and gave me $10.00 in cash because she could not correct her mistake. Now, you can see my concerns regarding their incompetence regarding my complaint. I am requesting to meet in person with all parties involved. The customer care person responding did not researching my complaint. They are so quick to close this because they are at fault. If they have noting to hide, they will meet with me. If they cannot assist me, I will reach out to the President of the back to resolve this matter.

  

  Business Response

  Date: 11/21/2023

  ********************,

  
  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, Sr. ******** Advocate
  **********************

  Customer Answer

  Date: 11/21/2023

  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:10/23/2023

  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.

  Atlantic Union Bank holds our home mortgage, and repeatedly over charges ** and tacks on late fees. Our mortgage is set up "Auto Pay" on the 16th of each month. As described in our loan documents. However, Atlantic Union continues to Double Draw on our account and charge us late fees. Thousands of dollars in late fees. Then, when you discuss the issues with their staff, they play word games and attempt to keep the fees and double payments applied to INTEREST. I believe it is a scam they are doing to all their loans. We want this reported and we want this resolved or our loan sold to an honest banking institution.

  

  Business Response

  Date: 10/30/2023

  Hello ******************,
  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 records show that we have received a similar communication from the other mortgage holder. We will be addressing all concerns in that communication.

  
  We do apologize again for an 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:09/22/2023

  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.

  Atlantic union bank was taken international fees out each transaction and I wasn't overseas the website is in ******* if they would have denied the card or contacted me by mail, phone ,email, But they didn't and after multiple calls getting rude customer service minus the last call I made there I am about over being disregarded because I don't have millions in the accounts and being shunned with answering how they can charge this when they converted no currency they didn't have me in a different country and the website I was on has a American Address and furthermore this not having any communication from the bank is unacceptable because anytime funds are taken you should be informed and clearly the statement is not a formal way of communicating the banks way of taking money for nothing how can you do that I mean they did nothing different if it was used at ********** And I feel strongly that every extra fee that was taken should be put back in the accounts immediately and for what it's worth to keep me as a customer and if they don't I will go somewhere else just know that the way i feel i have been treated is disregarded and disrespected and its nothing short of stealing

  

  Business Response

  Date: 09/29/2023

  Thank you for the opportunity to respond and assist with Mr. ******** concerns.
  
  Atlantic Union Bank does assess a 3% Foreign Currency Transaction Fee for debit card transactions which is displayed on our personal deposit accounts fee schedule that is provided at the time of account opening. While the customer may believe that these transactions were processed domestically, the merchants processing was being completed in *****. The merchants website states in their terms and conditions that Chumba Casino is owned by VGW ***** which is registered outside of the US. The website also states that all payments are processed by VGW *****. Each foreign transaction fee assessed was communicated on Mr. ******** monthly statement. The dispute submitted by ****************** for all fees assessed between May 31, 2023 and September 12, 2023 were denied as our investigation determined that no error had occurred.
  
  We appreciate the opportunity to research and clarify Mr. ******** concerns.
  
  Sincerely,
  *********************
  Senior Customer Advocate
  Office of the President
  Atlantic Union Bank

• Initial Complaint

  Date:08/16/2023

  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.

  I've had issues with ***** constantly in the past due to my social security number being compromised/stolen. But now no matter what bank I open with or start dealing with I have no deposits or transactions being made. But not only am I having a problem with Atlantic Union bank I also have constant issues with social security and having no kind of follow up or information about what to do further about my social being stolen.

  

  Business Response

  Date: 08/23/2023

  Thank you for the opportunity to respond and assist with Ms. ****** concerns.
  
  Since receipt of the complaint, we have attempted to reach ************** to gain a better understanding of the issues that she has been encountering and have not received a response.We are happy to help once we are able to determine how to assist as we are able to see transactional activity occurring through the account.
  
  If there are concerns regarding her social security number being compromised, we encourage ************** to obtain a free annual credit report through www.annualcreditreport.com. Additionally,she may reach out to Equifax, Experian and TransUnion to place a fraud alert.
  
  Experian **************
  Equifax **************
  Transunion **************
  
  For further assistance, we recommend that ************** reach out to us at **************.
  
  Sincerely,
  *********************
  Senior Customer Advocate
  Office of the President
  Atlantic Union Bank

• Initial Complaint

  Date:07/21/2023

  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.

  My father died on 3/27/23. We called Atlantic Union Bank and they told us to mail them a copy of the death cert. We did. Then we started getting collection letters. I called and said that we were waiting on the courts. The rep told me they had no ** on file and that I needed to pay the debt. I explained that I wasn't responsible for the debt and was waiting on the Estate process. I then hung up out of grief and anger. My husband called back and was told to drive to a Branch and hand them a copy of the DC. We did. The branch said this starts a grace ****** while we handle the estate. We received no more notices. ****** - a collections rep - called only ONE time on 7/17 and left me a ** that did not state this was an attempt to collect a debt. I didn't hear the ** until 7/19 and decided to wait to call her back because I had an appt in court on 7/20 They took the car from my sister's house later in the day on 7/20. We called and they admitted that the DC was never uploaded from the branch. I chalked it up to a mistake that would be rectified since this was the bank's fault and the car should never have been taken. I am now being told that I need to pay the late payments and a $715.00 fee for THEIR error. Now that I am the admin, I can pay the late payments because I have access to my father's funds. Despite admitting that this issue was Atlantic Union's fault, they REFUSE to credit the repossession fee. This event has been traumatizing and has reopened all of the wounds from my father's death. I feel so violated after being told that everything was fine and not to worry about it until I was admin because we would be on some kind of Estates grace ******. ****** and ***** say that if I had just told them when we would repay it, this wouldn't have happened, but I never had the chance. Instead, I watched one of the last things I have left of my father be taken off on a flatbed and was repeatedly treated like I was at fault by not paying the debt when I was told not to.

  

  Business Response

  Date: 07/28/2023

  Hello **************,

  
  Atlantic Union Bank has received the complaint that was filed with the Better Business Bureau regarding the auto loan with us.  We appreciate this opportunity to address these concerns.
  

  Since receipt of the complaint, we have confirmed that you have spoken to our Director of Special Assets, *************************, who worked with you to resolve your concerns. The available options to satisfy any outstanding debt were provided and you agreed to give us your final decision by August 4,2023. In the event there is additional assistance needed, you would need to contact *************************.
  We do offer our condolences to your family on your loss.
  

  Sincerely,
  ********** Customer Advocate
  **********************

• Initial Complaint

  Date:07/08/2023

  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.

  Was fraudulently charged $103 by ticketmaster on Atlantic Union debit card. Called number on the back of debit card and was assured charge would be removed but had to go to local branch and cancel card. Went to local branch cancelled card and was assured by management charge would not go through. Charge went through anyway and have waited over 2 weeks for new card.

  

  Business Response

  Date: 07/14/2023

  ******************,

  
  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 records show that the support team you spoke with was not our ********************* but instead to our partner that handles afterhours inquiries. Given the urgency in identifying such transaction types, our partner blocks the card when fraudulent transactions are reported and advises customers to contact Atlantic Union Bank to file a dispute and order a new debit card. We did confirm that the most recent card request was on June 20, 2023 and if you have not received that card at this time, we can certainly issue a replacement. Additionally, if you have not initiated a dispute for the transaction in question, please contact us immediately to do so at ************.
  

  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,
  ********** Customer Advocate
  **********************

  Customer Answer

  Date: 07/15/2023

  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,
  
  *************************
  
  The bank did not stop the fraudelent charge and 3 weeks later still has not issued a new debit card. I now can not make timely online payments. The bank is further disrupting my financial activities. They have not offered any solutions and I still seek financial restitution.