Reviews
This profile includes reviews for Atlantic Union Bank's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
Average of 21 Customer Reviews
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Review fromLaura G
Date: 12/01/2023
1 starLaura G
Date: 12/01/2023
No, after hours customer service after 5 PM automated system doesn't work. It just takes you in circles from putting in your social to your pin number. And then just ask you for that information over and over. You can't access online. You can't call anybody so. Therefore, when you're stuck on at the side of the road, you have to stay there until they open in the morning until you can figure out what the problem is with their bank, which never seems to work and you can never access when you need. Worst bank ever.
Atlantic Union Bank
Date: 12/06/2023
**************, 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 hours for our Customer Care Center on Saturday are until 5pm EST. Monday- Friday the hours are 7am-8pm EST. If a customer calls outside of those hours about their debit card not working, unfortunately there isn't a support line for that. We do apologize again for the inconveniences that this matter caused you and will be available to assist with any additional concerns you may have. Sincerely, ****** Sr. Customer Advocate Atlantic Union BankReview fromTaylor Y
Date: 08/15/2023
1 starTaylor Y
Date: 08/15/2023
8+ years as a "valued member", versus trying any attempt at communication through conventional means they just pressed charges for a debt that has never been communicated in any previous instance. Our profile info is up to date, they could've used that to contact us before filling civil action, but instead they used it to have a sheriff come knocking and served me papers. Atrocious service, small bank big ego.Atlantic Union Bank
Date: 08/22/2023
Hi ******, we are sorry to hear that you feel as though Atlantic Union Bank did not provide proper communication. A monthly statement for the account in question was mailed to the address on file; generally, once an account reaches a certain status, a written notice is sent to the account holders with a request to respond within 15 business days to prevent any further actions against a customer. If you have any questions, please reach out to us at ************ and we will be happy to review your specific account activity further. Thank you -*****Review fromMarsha W
Date: 06/16/2023
1 starMarsha W
Date: 06/16/2023
My sister and I co-financed an auto loan with Atlantic Union Bank and she is dying of Uterine Clear Cell Carcinoma Cancer - they would not even consider a one month extension - how heartless is that.Atlantic Union Bank
Date: 07/05/2023
Hi ******, We are sorry to hear of the health issues that you and your family are facing. When a loan extension request is received, Atlantic Union Bank does have limitations on extensions in place however, we would be happy to look into your specific circumstances. If interested, please reach out to our ******************** at ************** and a teammate will be happy to assist. We wish you and your family the best. Thank you. -*****Review fromBarbara M
Date: 04/23/2023
1 starBarbara M
Date: 04/23/2023
I have been a member with the back for about 7 years. I requested a personal loan and was told on a Monday I would hear back Tuesday. I had to call Wednesday to request a call back. During my call back I was told I was approved and needed to send in proof of income. I did that. ***************************** email was not working so she call me ***** times to request I resend it to her. I sent 5 emails all but was returned as her server was *************** I was informed that I was not approved for the loan I requested. This caused me a lot of stress and frustration as I had told 3 other lenders that my bank approved this loan the day before. She not only lead me to believe a decision was made prior to it being made but I also make 350 more than I quoted during my loan application process. I would not recommend anyone using them for a personal loan and know ***** Fargo has lower rates and is much faster and easier to work with. Highly recommend Alantic union advise their team to use the correct terminology when communicating about personal loans or not let people of her understanding communicate to the customer. I am looking to move backs after this amount of disappointment and frustration the she caused me.Atlantic Union Bank
Date: 05/05/2023
Hello *******,In response to your BBB submission regarding a recent loan application, we researched our calls that came into our ******************** and found that on the 17th of April there was the phone interview to begin the loan process. The teammate collected all information that we needed. The following day you contacted the office to inquire on the status of approval, the teammate advised that a recent paystub was needed to continue with application. Once we received the it was determined that per our guidelines we could not move forward with loan. Based upon the current debts and income provided that the *** was not within Atlantic Union Bank guidelines.I hope this addresses your concern.Review fromJOHN S.
Date: 02/20/2023
1 starJOHN S.
Date: 02/20/2023
Just spent 16 to 17 minutes on the phone to activate my Atlantic Union BANK new debit card. Was pitched extra plans - healthcare, perscriptions, vacations(timeshares) etc before my card could be fully activated. The only info they DID NOT ask for was my Social Security#. And I forced to answer a question with only "Yes" or "No" instead of correct or incorrect. The person 'activating' my card sounds very similar to the person calling to "sell" me extended warranties for cars I have not owned for years, refinance my credit cards, health insurance, the typical telemarketing scams. Now, after getting off of the call, I feel I have to watch for charges constantly that I did not authorize, as I now have a very uneasy feeling from the response I received when I asked I only activated my card and did not sign up for any of that other stuff pitched? I activated all of ************** Cards with their mobile ap in seconds. ******************* Federal Credit Union, Citi and AMEX cards were all done in under a few minutes on their aps or using numbers on a touch tone phone. Also I would love to have a way to stop solicitations from them. I keep getting their offers for investing and they have the lowest rates on out there on investment accounts.Atlantic Union Bank
Date: 02/28/2023
Hello ****,In response to your BBB submission, we researched our calls that came into our ******************** and were unable to locate any instances of you calling in. When a customer calls the activation line it is all automated and will only ask for the last four of the card number, expiration date, and last four of the customers SSN. Once this information is successfully verified, you will then be asked to create a pin number. If you dialed the number that was listed on the sticker on the front of the card, your activation would have been completed entirely through our automated system. If you feel as though your information was compromised, please contact us at ************ and one of our ******************** teammates will be happy to assist. Lastly, per your request, we have removed you from receiving solicitations from us. I hope this addresses your concern.JOHN S.
Date: 02/28/2023
I dialed the # that was on the sticker on front of the card. The person on the other end knew that I aware that I would be activating a card from Atlantic Union. Your response suggesting that I may not have implies that I pulled a phone # from... somewhere other than the correspondence forwarded from your company. A tad insulting.Since activating this card I have had more blocked card transactions emails in a week, at all hours, than I can count. Currently there are at least 5 in in my inbox that I have not deleted. At the end of the day - it's your product not mine and the ramifications of using your products and services. I will share how my branch visit experience shortly.Review fromDebra P.
Date: 01/29/2023
1 starDebra P.
Date: 01/29/2023
In December, 2021, I took out a HELOC, which I understood was at a fixed rate. Turns out it was a variable. I have checked with other companies and get offers at ****% to ****%. Atlantic Union has my Credit Score unfavorable. I have never missed any payments with them or creditors. I had excellent credit before getting involved with them. Yet, my score is higher with all 3 Credit Bureaus when checked by others. I met with another Atlantic Union Representative and they are now giving me ****% interest rate. My payments are approximately $780.00 monthly. I am retired and need my rate lowered ASAP like it was initially. Paying $211.00 was very feasible. I dont have enough now to pay household expenses, much less buy food or gas. I have had to *** my credit cards to do so. I will never refer anyone to Atlantic Union Bank.Atlantic Union Bank
Date: 02/06/2023
Hello *****, thank you for reaching out regarding your concerns about your HELOC with us. Our records show that you contacted our Customer Care Center on December 28, 2022, and spoke to one of our Care Center teammates who scheduled an appointment to discuss options with our Twin Hickory branch team on January 3, 2023 to discuss HELOC matter and options. The Branch Manager did speak with you to discuss possibly converting the HELOC to a fixed rate to which you declined as you stated the payments would still be too expensive for you. The HELOC disclosures were also reviewed with you to confirm that the HELOC rate was signed and accepted at a variable rate at application.
All closing documentation clearly states the rate is variable. Regarding the mention of the credit score, it seems the score may be because of the score at the time of the HELOC origination in comparison to the current score. In reviewing the Promissory Note it does not appear there are any fixed rate options with regards to the HELOC and it was setup with Wall Street Prime plus 2.840 rate. I hope this addresses your concerns and if you have additional concerns, feel free to reach out to our Customer Care Center and one of our teammates would be able to assist.Review fromDoris B.
Date: 01/18/2023
1 starDoris B.
Date: 01/18/2023
Atlantic Union is the worst bank. Every time I go to an atm thats not Atlantic Union. I have to pay a fee to use the atm and then Atlantic Union also charges a additional $3.00 fee this is so ridiculous that you have to pay twice to get your own money I called them about the $3.00 fee and they said they cant refund me my money back Im very upset about this because I been charged so many $3.00 fees within the last 6 monthsAtlantic Union Bank
Date: 01/24/2023
Hello **************, Thank you for reaching out and sharing your concerns. We are sorry to hear of the fees that have been assessed to your account. Atlantic Union Bank does assess a $3 foreign ATM withdrawal fee that is disclosed on the personal deposit accounts fee schedule provided at the time the account is opened. This fee is only assessed when utilizing an ATM outside of Atlantic Union Bank. We do offer some checking account options that will help prevent this fee from occurring. If you wish to explore your options, please stop by your local branch or reach out to our ******************** at ************** and a teammate will be happy to help. We apologize for any inconveniences that this has caused you. -*****Review fromDavid P
Date: 10/04/2022
1 starDavid P
Date: 10/04/2022
The worst customer service. When you call to talk about your account you get recordings. I leave a message never get a call back . I get in contact with someone about my account with repeated security questions. I interrupt and just ask why my PayPal transaction is not present in my account. Immediately response oh I see it . It wont clear til tomorrow. Overdrafts my account . When I contacted back about the overdraft. Repeated security questions more then any other bank . Clearly knowing who I was and why I was calling . If I make a cash deposit. They hold it for a day saying there waiting for it to clear ? Not a check ? Other banks dint do that to collect repeated over draft fees. A bank not to serve a customer, but take advantage every opportunity lAtlantic Union Bank
Date: 10/07/2022
Hello ********************, Thank you for reaching out and sharing your concerns. We are sorry to hear that you have experienced some difficulty with reaching a teammate. We would be happy to help look into this further but would need to verify the phone number that you are reaching out to. When a customer is requesting personal account information, Atlantic Union Bank does require all teammates to fully verify the individual to ensure that we are speaking to the true customer and protect customer accounts. We apologize if this process has been an inconvenience to you. We are happy to share that ATM cash deposits are now made available immediately. If you would like to discuss any of your concerns further, please reach out to our ******************** at **************. Thank you, ***** Customer AdvocateReview fromRobert C
Date: 08/28/2022
1 starMy elderly Mother has a senior bank account at Sandy Spring bank. She deposited a personal check from another bank with the intention of transferring the same amount to her Brokerage account. Waiting 5 days to complete the transfer and finding out that the deposit was on hold Sandy Spring Bank withdrew the money from my mothers brokerage account. It's now 10 days since the deposit was made from a local bank. I sent an e-mail to Sandy Spring Bank and got a response on a Thursday 7 Days after the original deposit date. The response told me to call the branch Manager and they would help. I did. I spoke to the Manager who told me that the hold was put on my Mothers deposit because she maintained a low balance generally. More than a few Thousand $. He also said he would reach out to the bank that the check was written on and that he had contacts. He called me back a minute later and then tried to sell me a CD for my Mother and that the bank just raised rates on CD's When I told him the rates from the brokerage house he said OH, you would be better off there. I never heard back from the Bank Manager after that communication Nothing! The bank has credited 5% of the original check deposited so my Mother cannot do anything with her money. I understand holds on accounts for personal check deposits. My Mother has been a customer of this bank for over a decade. She has never had a overdraft of any issues. It seems as if the bank might be trying to take advantage of Senior Citizens. I am going to call the MD AG's office on tomorrow to file a complaint. I have already sent four messages to the customer assistance line. 10 Days is excessive for a hold on a local bank check.Review fromDonathan M
Date: 08/12/2022
2 starsDonathan M
Date: 08/12/2022
Atlantic Union Bank is absolutely the worst and will be removing my business account to another bank. Upon opening account, banker did not assist me with opening a business account. The banker asked me was my business legit after providing Articles of Organization and D&B. Banker did not help me set up online account, as well I never received a debit card. Six months later i received information that there was some activity on my account that was fraudulent. I immediately rushed to the bank to make a claim on my account and was told that I would only be charged $** for something that i did not do, which was fine because its only $**. A month later after paying $** my account was closed due to $**. I went to another branch only to be stereotyped by another banker. This particular banker was rude and disrespectful as she was yelling and refusing to give me my id back when I told her i did not like her customer service. I had to request my id 3 times before having to explain to her that I did not appreciate being spoken to and yelled at. I will never do business with this bank againAtlantic Union Bank
Date: 08/17/2022
Hello ********,In response to your BBB submission, we would like the opportunity to apologize for the level of service you have received as you mentioned it was not up to your expectation. I would like to research the matter and attempt to find a resolution, if that sounds like something you would be interested in, please contact our ******************** or visit a local branch so that we can assist. I do hope that this addresses all of your concerns.
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