Atlantic Union Bank

I have a guardianship account for a disabled relative at a bank recently acquired, but not yet part of AUB. Have tried to get info on what will happen to this account in the transfer (late 2025). The answer in an email was they won't know what happens until it happens and more info is coming soon. It hasn't. That email was months ago. I tried calling "customer care" at AUB twice today. A friendly agent said she would put me on hold to consult the "team" that handled that. I waited, and then was abruptly dumped into a "customer survey" and disconnected. I tried again later. A different agent answered and as soon as I said I had questions about a guardianship account involved in the transfer, I was immediately dumped into the same survey and disconnected again. I explained to the first agent that I would be happy to learn about what guardianship account services are currently offered at AUB, and if a specialist might have any insights into how my account for my relative would land at AUB in the transfer. If AUB does not know what it's doing here, and if I need to move the account somewhere that does, I can not simply close the account at the bank being acquired and move it some place else. That requires a court order. So AUB needs to tell folks like me with guardian accounts transferring over what will happen. We were told the transfer would probably be in October, 2025. I am not very confident AUB will do this right. It is not my fault my current bank has been acquired, but any problems with the transfer could get me into difficulties with the court. AUB does not seem to care.

Terrible Customer Service
Called to ask if I could add my son as a beneficiary on my CD that I opened online in June. I didn't see his name on any documents, so I called the Mebane Branch. I spoke to one person who told me I had to come in for that. I explained I no longer had a vehicle and didn't drive and was not going to take a Lyft to Mebane. Then I was told they couldn't do this via the internet or the phone unless they knew me. At which time I stated that my money was taken via the internet when I opened the account. Then the rep told me she would speak to the manager about this and perhaps set up a video call. I stated that would be great and we ended the conversation with her stating she would have the manager contact me when she had time. Oh well. I'll not be renewing my 6-month CD that matures in November 2026 regardless of their interest rate. I've been able to conduct business with Discover, Synchrony, and First Citizens over the phone and the internet, so I don't understand Atlantic Union Bank's pushback.

Save yourself and do not get a loan through this bank. For years, it was typical to go online and make a payment, but they have now complicated the process. You must navigate to "transfers" to locate the loan payment section. Then you choose your payment options and receive a code to approve the payment. However, we're not finished yet. You then need to visit the service center, select online activity, and confirm the payment you just authorized. But you must know to go to the three dots and select it on the same day; otherwise, it's too late, and you have to start the entire process over again. Additionally, you'll receive another code after you submit and approve it. I have never refinanced a car, but I am considering it just to stop dealing with this bank. Oh, and the worst part is, they never informed you of the change. As a result, I've had to contact customer service three times.

Atlantic Union Bank's bill pay is horrendous! It takes days for an electronic transaction to take place with another bank that should take only hours. Pathetic!

This bank includes entire account numbers on statements mailed via the USPS - a terrible security practice. Yet, to speak with a customer service representative, you must provide your Social Security number, driver's license number, and full account number. They've got their security practices upside down.

Terrible customer service. I left several phone messages for the local bank, but received no return phone calls. The 800 number representatives are limited in their ability to solve problems. Fully automated service is time-consuming and hard to navigate. My CDs have expired, and I want my money out of this bank before end of Grace period. Very poor service.

I have banked with AUB through name changes and many years since 2011. I am getting close to being done with them. The app changes are the straw that is breaking the camel's back. My first issue is that I have to have three separate logins for two businesses and one personal set of accounts. This is annoying and a waste of time. I failed to update one of the business passwords on my accounting software when I changed it, and after it was tried a few times by the software in the background, I was locked out and had to call to gain access again. Their bank is no longer linking the other two sets of accounts with my accounting software, and I have to call someone to get that figured out. The mobile deposit limit is tiny compared to other banks. This high-maintenance situation is not worth it to me, despite banking with you for almost 15 years.

I want to give a zero star, but sadly I can't. The customer service for Atlantic Union Bank is the worst of any bank I have ever seen, and they are fully closed on weekends. They also randomly lock my card without any warning and become upset when I call the customer service line to get it unlocked again, saying it's my fault for making regular purchases that trip their detections... It's a bank account, of course I will be spending money regularly.

Business banking is terrible. Mobile check deposits routinely take 10-15 tries to get the app to accept the check. Accounts are constantly getting rearranged on the app home screen. They keep buying other banks and expanding, but business services are terrible.

This is the worst bank that I have ever had to deal with in all my life. The bank makes it incredibly difficult to pay off your loan because they just want your money. They just want to make money off the interest and are unhelpful when you contact customer service.

I have banked with this bank for a number of years, both commercially and personally. I'm a small woman-owned tree and landscaping company, which makes me a minority. They brag about how they help businesses like mine... what a disappointment.

They have denied me every time. They won't say it's because I'm a single woman with no dependents. I have collateral. I bring the bank a significant amount each month.

The commercial side just had to be bought out so they wouldn't become completely bankrupt... so they want to act like they are too good. My money is what sustained your bank, and I hope that with enough people realizing this and switching to credit unions, we can seriously compete with you.

All I see in your banks are people withdrawing their money... so you all are failing to meet expectations.

Absolutely the worst bank ever for customer service! Multiple issues, and trying to get a resolution is a joke too. Avoid this bank! The assistant VP branch manager today at our local branch (23111) was not helpful at all. He didn't even take notes. He basically asked us to leave the bank because my husband talks loudly when he's upset. We will be closing our accounts and cashing out our stock.

Atlantic Union took over American National. American National was a great bank for small businesses like ours. I do not like the new culture. It is very toxic, and they treat their customers like an ATM to extract fees from. We are in the process of leaving and going elsewhere. The bottom line is that Atlantic Union is a big bank wannabe with their fees and hostile policies toward small businesses. They show their customers no respect. Shame on them! Luckily, we still have a few choices of small local banks that care. Goodbye!

This merger with American National has gone wrong in so many ways. Whomever was over this merger should be terminated as they did not know what they were doing. American National was so much more technologically advanced than Atlantic Union. Atlantic Union should have taken AMNB's technology and dropped theirs. The website and app leaves so much to be desired. Not near the information available on Atlantic Union. The statements available on my personal online banking is January 2023 through October 2023. How is this going to help me? It has taken me two weeks to get my personal and business accounts to show on online banking and to get statements. I am not sure if I will stay with this horrible bank or not. I'm willing to give them a chance, but so far not impressed at all. I had to give them some kind of rating to submit this and gave them a 1. I wish they had negative numbers as that is the rating this bank deserves.
Thanks so much to Kim Carlisle at the Hollins Branch as she worked diligently to get my accounts straightened out. She gets a rating of a million.

Run from this bank! Atlantic Union purchased my bank, and the transition was completely void of planning. Furthermore, their services for business accounts are limited at best. I have to place a call to process ACH payments to vendors, plus I have to call different customer support numbers for each type of issue. It's a complete nightmare.