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

  1800 Robert Fulton Dr Ste 310 Reston, VA 20191-5463

• 

  Atlantic Union Bank

  PO Box 5 Middleburg, VA 20118-0005

• 

  Atlantic Union Bank

  2050 Ballenger Ave Ste B Alexandria, VA 22314-6893

• 

  Atlantic Union Bank

  300 Fort Evans Rd NE Ste 103 Leesburg, VA 20176-4491

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:03/21/2023

  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 opened a ticket today with ***, and he was going to submit a request for a refund of the over draft fee for ****** that was put on my account on 3/14/2023.This was inputted on to my account due to an SIU investigation. The charge that was reversed was not mine, and I understand Atlantic does not go very deep into the investigation to review, but it was clear that I have used **** *** before and the pattern has never been ***** transactions and never been in the middle of the week. I will do my due diligence to purse the claim on my own, but I do not agree for Atlantic to withdraw $500.00 from me unexpectedly and then charge me an additional $****** for an overdraft fee. I am requesting this $****** back as I have submitted the $500.00 back on my account, but I do fill the $****** was consider Junk Fees as the charges were withdrew again without enough notification. Nowv They $****** plus and additional ***** overdraft because I am overdrafted for the unexpected fee, totaling $190.00, please revert the charge to make my account as it should stand $190.00 as this is a charge i would not have be charged without Junk Fees from Atlantic. Thank you

  

  Business Response

  Date: 03/27/2023

  Thank you for the opportunity to respond and assist with ****************** concerns.
  
  Since receipt of the complaint, we have thoroughly reviewed the dispute filed by **************** on February 7, 2023. Our review confirmed on February 6, 2023, the merchant processed fourteen transactions for $35.00 each and one transaction for $23.99 instead of charging the lump sum of $513.99 in one transaction. This resulted in the customer being assessed the maximum daily limit of four overdraft fees totaling $152.00 on February 6, 2023 plus an additional $38.00 fee on February 7, 2023 from a subsequent unrelated charge. At the time the dispute was filed,provisional credit totaling the amount of the disputed transactions and total overdraft fees were provided to the customer while ********************** completed our investigation. The merchant replied with evidence that the charges were legitimate and that the contract was agreed upon by the customer.Due to this evidence, the original credits were reversed and $190 in overdraft fees were charged. On March 7, 2023, a letter was sent to the customer to communicate the outcome of our investigation and provide advance notice that the provisional credits would be debited on March 14, 2023.
  
  Although Atlantic Union Bank processed the transaction as instructed by the merchant and assessed the overdraft fees as stated in our account disclosures, we have provided a courtesy refund of $190.00 on March 22, 2023.
  
   If *************** has any outstanding questions or concerns, she can reach out to our ******************** at **************.
  
  We appreciate the opportunity to research and resolve ****************** concerns.
  
  Sincerely,
  *********************
  Senior Customer Advocate
  Office of the President
  Atlantic Union Bank

• Initial Complaint

  Date:02/07/2023

  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.

  To Whom it may concern,I made a deposit on 10/23/2022, and it was two money orders. On 01/09/2023, one of them was reversed, based on my online information. So far, I haven't received any letters from the bank. And the money order is still un-cashed and in good standing.As my understanding, the bank has all the information about the money order, which includes the routing number, the money order number, and the amount of the money order, so the bank should be able to deposit the money order probably by manually entering all the information. Otherwise, the bank should return the money order to me.Please let me know if further information is needed. Thank you very much.***********************

  

  Business Response

  Date: 02/15/2023

  Thank you for the opportunity to respond and assist with Mr. ***** concerns.
  
  Since receipt of the complaint, Atlantic Union Bank has been researching the issues that ************ experienced with the *** deposit completed on October 23, 2022. The deposit consisted of two money orders in which one displayed an unusable image. This means that once the money order was scanned, the payee and amount were not visible.
  
  To satisfy Mr. ***** concerns, the amount that was debited from the account on January 9, 2023 has been credited to his account. Atlantic Union Bank will continue to attempt collection of the funds from Western Union. If he should have any further questions, our ******************** at ************** would be happy to help.
  
  We appreciate the opportunity to research and resolve Mr. ***** concerns.
  
  Sincerely,
  *********************
  Senior Customer Advocate
  Office of the President
  Atlantic Union Bank

• Initial Complaint

  Date:01/17/2023

  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.

  Update. On 1/13/23 to find my acct was overdrawn again, the $10.00 the Zelle payment was not applied timely and a $38.00 overdraft fee was applied, bringing my acct to negative $37.00. Sick to my stomach. 1/13/23 @ noon, Went to the bank (*********** Branch), was directed to go to the counter to close the acct, the young lady at the counter had the nerve to give me sass. Out of frustration, paid $50.00, asked to close my account, was told that my In branch cash deposit of $50.00 was pending and I could not close my acct. When I got back to my office, my acct showed current $-37.43, DDA DEPOSIT $50.00 pending, $+12.57 available. Upon leaving my office (around 5pm) I checked my acct, noticed a credit of $114.00 was applied to my acct, but the overdraft fees ($38.00 each) from 1/11/23 & 1/9/23 was still applied. Considering I opted out of over draft protection, I shouldnt have be charged the fee at all, charges should have been rejected. The bank creatively went in and adjusted my account to reimburse me the $114.00. Im still ll short $76.00. Atlantic Union Bank needs to be investigated for deceptive practices. Something is not right with the way they handle other peoples money. Cash payment should never be pended! There is nothing to clear, and holding customers cash for days and allowing acct to go into overdraft, is predatory manipulation! Atlantic Union Bank not only earns money from ***********, immediately, but they charge overdraft fees on the same acct, while placing cash, in branch and Zelle deposits in pending status, in order to collect overdraft feesabsolutely immoral. Integrity with Atlantic Union Bank is an issue, trust has been broken. A full investigation of this bank is needed. I was willing to just pay the fees, to bring my acct current but the unrelenting greed of Atlantic Union Bank has pushed me to shine a spotlight on this bank and its predatory practices! Customer Rights Matters!

  

  Business Response

  Date: 01/24/2023

  Thank you for the opportunity to respond and assist with ****************** concerns.
  
  In addition to this complaint, Atlantic Union Bank has also received an agency complaint from **************** expressing similar concerns regarding the handling of her account. We want to ensure you that we are completing a thorough research and will address all of the customers concerns through the original complaint received through another agency.  
  
  We appreciate the opportunity to research ****************** concerns and hope to provide a resolution soon.
  
  Sincerely,
  
  *********************
  Senior Customer Advocate
  Office of the President
  Atlantic Union Bank

• Initial Complaint

  Date:12/19/2022

  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.

  On December 16th I went to the Carytown location of Atlantic Union Bank to deposit a payroll check of $1,128.28 into my checking account with bank teller #****. That bank teller deposited my check into someone else's account ending in **** which I didn't notice until the following day (Dec 17th). On December 17th I contacted customer service via telephone to resolve the issue and have the fund placed into the proper account, my account. The customer service representative assured me that the error would be corrected within a couple of hours and that I would be contacted by both a manager and that specific representative as soon as it was handled. It is now December 19th, the funds have not been placed into my account and nobody from Atlantic Union Bank has contacted me. This is a fraud and negligence issue made by my bank who have misrepresented themselves and their mission to provide professional customer service and care with my money and account.

  

  Business Response

  Date: 12/22/2022

  Thank you for the opportunity to respond to Mr. ******* concerns. Atlantic Union Bank has received the complaint filed with the Better Business Bureau regarding the resolution of a deposit error.
  According to our records:
  **************** contacted our ******************** on Saturday, December 17, 2022, to notify us about a deposit not posting to his account.
  Our ******************** management reviewed the call, and did not find any mention of a resolution within hours, as the branch of deposit was not open until Monday.
  On Monday morning, December 19, 2022, the Carytown Branch contacted ****************, including a follow up call from the Branch Manager, in which they apologized for the error and informed **************** that it was corrected and funds were available in the account.
  During that call, **************** expressed his dissatisfaction with the overall experience.Since the item had to be physically researched and the branch was not open, the resolution was required to be completed on Monday.
  We do apologize again for the inconveniences that this matter caused and our Carytown branch teammates are available to assist with any additional concerns you may have.
  Sincerely,
  ***************************
  Sr. Customer Advocate
  **********************

• Initial Complaint

  Date:12/08/2022

  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.

  **** & 7 -22 Transactions occurred March,April May of 2022 I recently had an issue with this Atlantic Union Bank and Trust **********, ********, (branch bank) using their bill pay service. They use a company called ********* Services as their 3rd party vendor to disperse payments from checking accounts. Here is the situation: when I receive a bill, in this case for my auto insurance, I log into my bank account ******************* service. ******* payments to cover the cost of my insurance so the payments arrive in a timely manner. Today I received another bill from my insurance company because payments were late. After talking to the insurance company I find that the payments were not only late but the last two payments were made via a Discover credit card. My insurance company gives me a discount if I pay via check or a debit card - therefore I lost the discount and had to pay a late fee. I don't have a debit card or a Discover card.After spending several hours on the telephone, over two days, with both the bank and insurance company I discovered Atlantic Union Bank and Trust made a deal with ********* Services and the bank has no control over how payments are made. Up until now I thought bill pay services were made using Electronic Funds Transfers or mailed a check. This was a costly mistake on my part. Now I'm considering moving my checking account after being a loyal customer for more than 50 years.Note: I have been using Atlantic Union Bank ******************* service over the past several years and have never experienced this problem until now.I understand the bank has changed their vendor for these transactions.This cost $110.

  

  Business Response

  Date: 12/15/2022

  Thank you for the opportunity to respond and assist with **************** concerns.
  
  Since receipt of the complaint, Atlantic Union Bank has researched the mentioned concerns regarding our bill pay service. We have confirmed that Atlantic Union Bank has not recently changed our vendor, ********* Services. When a customer schedules a bill payment to a merchant, the payment *** be sent via physical check, ACH or a virtual card payment. The method of payment is determined by the agreement between ********* and the merchant, not a decision of Atlantic Union Bank. The complaint references a discount provided to customers who pay via check or debit card however the ************** payments are processed electronically.
  
  The bill payment information for ************** has been gathered and shown below for the timeframes specified in the complaint.
  
  On 3/25/22 there was a payment processed to be delivered by 3/29/22.
  On 4/18/22 there was a payment processed to be delivered by 4/20/22.
  On 4/22/22 there was a payment processed to be delivered by 4/26/22.
  On 5/12/22 there was a payment processed to be delivered by 5/16/22.
  On 6/7/22 there was a payment processed to be delivered by 6/9/22.
  
  We apologize for any inconveniences that this payment process *** have caused **************. If ************** has any questions or concerns regarding the bill payment information shared,please reach out to our ******************** at ************** and a teammate will be happy to discuss further.
  
  We appreciate the opportunity to research and resolve **************** concerns.
  
  Sincerely,
  *********************
  Senior Customer Advocate
  Office of the President
  Atlantic Union Bank

  Customer Answer

  Date: 12/28/2022

  This matter has not been resolved. The info provided by Atlantic Union is completely different from what ************** provided me. For one thing they show 5 payments and I only made 3 for my auto insurance. Atlantic Union may have included payments for my home insurance policy.

  
  

  Also the **** Insurance customer service clearly show three payments were made with two different Discover credit cards. The first payment was made with a debit card. I don't have a debit card or a Discover card. Payments were scheduled to be delivered on time. 

  
  

  I want to keep this open until the matter is resolved.

  
  

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

  

  Business Response

  Date: 01/03/2023

  Thank you for the opportunity to follow up with **************** remaining concerns.
  
  The payments disclosed in the original response did include both auto and home bill payments to **** Insurance. Please see the payments below that were scheduled by ************* to **** Insurance for his auto insurance.
  
  On 3/25/22 there was a payment processed to be delivered by 3/29/22.
  On 4/22/22 there was a payment processed to be delivered by 4/26/22.
  On 5/12/22 there was a payment processed to be delivered by 5/16/22.
  
  These payments were all sent electronically via a one-time use virtual card as agreed through our vendor and *************** The one-time use card is tokenized for security and the recipient will receive a card number associated with a payment that the customer may not recognize. Since the card is a one-time use card, the card number would vary for each individual payment.
  
  As communicated in our previous response, the method of payment is determined by the agreement between Metavante and the merchant, not a decision of Atlantic Union Bank. ************* may utilize this response if needed to verify that the payments detailed above were processed through the bill pay service of Atlantic Union Bank in regard to the payment discount mentioned.
  
  We appreciate the opportunity to provide further assistance to resolve **************** concerns. 

  Customer Answer

  Date: 01/05/2023

  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.

  
  Conclusion:
  So now I know that there was a change in the way Atlantic Union's vendor does business with *************** By using the "virtual" Discover card the bank cost me $110. The first payment was using a "debit" card and the next two payments used two different Discover credit cards. 

  In addition to paying with "virtual" cards the payments were were delivered to ************** late.

  It appears that my only recourse is to discontinue using Atlantic Union's bill pay services.
  
  Regards,
  
  *********************
  
  
  
  

  
  

• Initial Complaint

  Date:11/05/2022

  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 want to know why my account keeps getting reversed and thrown into the negative Everytime I get paid. I take my checks like normally do and deposit the cash into my account well a couple of days later my accounts in the negative and I want to know why and also why am I getting charged for charge back fees. I already checked the bank that our checks are issued through and there good on that end. I feel like somebody took money out of my account without my permission and charging me a bunch of fees which of course I shouldn't be paying the bank should be paying it. It's not my fault that my account gets thrown into the negative but when I called nobody would give me an answer so somebody better find my money and explain why they didn't expect the direct deposit from my employer. Nobody deserves this and they have to understand times are hard now just think of I went to the bank any given day of the week to get some money out I would've been screwed because my accounts in the negative. So if this doesn't get fixed I will seek legal action cause the bank shouldn't been messing with my account they owe me big time

  

  Business Response

  Date: 11/10/2022

  *************************** BBB Complaint
  
  Response to the BBB Complaint:
  
  Hello,
  Atlantic Union Bank has received the complaint that *************************** filed with the Better Business Bureau regarding the chargeback that posted to an account on November 1, 2022. We appreciate this opportunity to address these concerns.
  During our review, we found the debit that posted to the account on November 1, 2022 in the amount of $380.39 was due to the return of check number ******. The returned check was credited to Ms. ******** account on October 28, 2022 in the amount of $380.39. Atlantic Union Bank was provided with the return reason Refer to Maker when the item was presented to BB&T for payment. As stated in the Terms and Conditions of the account, Atlantic Union Bank gives only provisional credit until collection is final for any items, other than cash, we accept for deposit. We may reverse any provisional credit for items that are returned.  Unfortunately,Atlantic Union Bank has no additional information as to why the check was returned.
  We recommend contacting the maker of the check for more information on why the check was not honored.
  Again, we appreciate sharing the concerns. Please let us know if we can provide any additional documentation to support your efforts in reconciliation with the employer.
  Sincerely,
  Maiya, Customer Advocate
  **********************

• Initial Complaint

  Date:08/05/2022

  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 bought a areo gardene and i was charged wrong for it and tried to return after i got it fed ex was a trip and so was ********* didnt give me any paper work at all they got product back and i lost ***** the bank wont give me my money at all. All i want is my money

  

  Business Response

  Date: 08/16/2022

  A provisional credit was reversed for the original claim filed by the customer because there was no error that could be determined based on the documentation in our records. A request was sent to the customer requesting the return information (i.e. tracking number, shipping company, etc.) for the items she stated she returned, a detailed description of what was ordered (size, color, brand, make/model, etc.), and an unaltered transaction receipt reflecting the correct amount to be billed. A response was never received from the customer until she refiled the dispute again, but did not provide any additional information. As a result her 2nd dispute that was filed was denied because there was no new information provided to support the customer's dispute.