Burke & Herbert Bank

Extremely Disappointed – Poor Communication and Lack of Professionalism

I had a terrible experience with Burke & Herbert Bank while trying to secure a mortgage. I was initially approved for a loan at a mid-6% rate by their senior mortgage officer, Socorro. After that, everything went downhill. Socorro pulled my credit and then completely dropped the ball—no follow-up, no updates, no communication whatsoever. Despite having a seller accept my offer and a 30-day closing window, my loan was left sitting with no progress.

After multiple attempts to reach out and get answers (which were ignored), I had to physically go to the bank on a Saturday and speak to the branch manager to understand what was going on. Only then did they escalate the issue to a higher-level mortgage manager, who also failed to complete the loan in time. Throughout the entire process, there was zero accountability and no clear communication from anyone involved.

Because of their negligence, I ended up losing the house and my earnest money—a devastating and completely avoidable outcome. I would not recommend Burke & Herbert Bank to anyone seeking a mortgage. Their lack of professionalism and disregard for timely communication cost me thousands of dollars and a home I had under contract. Avoid at all costs.

The worst experience ever for a mortgage - stressful with unengaged underwriters. It was a full-time job providing documents to this bank. Something new every day. Following the closing, we will never use this bank again.

A vendor overdrawed my account in error.. I went to the branch and explained the situation to the representative. A dispute was filed and sent to the vendor. The vendor intern returned the funds to my account. During this brief period, six small item checks were processed, causing an overdraft. I spoke with a branch manager who agreed that the overdrafts were not legitimate and said they would work on reversing the overdraft fees. Two weeks later, the fees have not been refunded, and no explanation has been provided, which has led to additional overdrafts. I'm starting to think that this bank is more interested in profit than being a true community bank that looks out for and appreciates its customers. Furthermore, since I have not received a response from the bank, I find this incredibly insulting. I live in a rural area where banks are few and far between. I am now considering joining an online bank. This bank truly deserves a thumbs down.

A bank that pursues a person 20 years later because they were injured at work and had to file a worker's compensation claim is not much of a bank.

I'm sorry to see the majority of comments with unsatisfactory experiences. Yes, Burke and Herbert used to do most things manually and with personal interactions until recent years.

The intention of the bank was to serve the community and keep it tight. As a matter of fact, I worked there for a decade and refused to treat their special customers extraordinarily. Still love them though; they are a great family that contributed to making America great.

However, nothing stays the same, so they are gradually transitioning to updated systems. Currently, they may not provide the new generation with the pace they desire. Nonetheless, give them a chance; they will surely get there soon enough.

Generally, it's a great bank; I never had an issue. The service charges are very low. Customer call centers are available...
Good luck.

Horrible bank, used to be great but not anymore. Instead of wasting money on making a new logo, they should upgrade their subpar systems and improve customer service. I'm closing both of my accounts and going elsewhere.

Burke & Herbert Bank is not the same bank as it was in the 70s-80s. Back then, the bank would contact the customer if there was a problem noticed on their accounts. Now, it seems they survive and pay employee salaries from "Critical Overdraft Fees." It's taking advantage without consideration for the bank customer. At times, a person may be going through a hardship. It makes one wonder why they still keep the Annandale branch open and closed the Duke Street Branch. Overdraft fees appear to control the operation.

Burke & Herbert Bank customer service in the Alexandria call center is the worst customer service. The customer service representative was rude and became frustrated when I asked questions and hung up on me twice. Don't bank with Burke & Herbert Bank.

I recently was referred to Burke & Herbert by a friend as I was hoping to find a good local/community bank to work with for my business loan needs. I was a bit apprehensive because I had just been through trying to work with Truist and Bank of America, and also SOFI and was close to the end of my rope with it. But I am happy to provide this review because my experience at the Burke branch exceeded expectations by a mile. Very refreshing to work with a bank that seems to actually care about what their customers end up with (loan terms, interest rate, etc...). I could keep going but I leave it hear. Excellent experience and I would definitely recommend them to businesses looking for working capital!

My husband and I went with Burke and Herbert for our Heloc here in Fairfax and honestly it was the best experience we've had, ever, in securing a mortgage (1st or 2nd) in like 15 years. For previous heloc's on our properties, and first position liens we usually went with Quicken (Rocket) or a few of the other big players. We generally did okay with Quicken for a few years, but every time we'd refi or secure a new heloc we'd have another person - and we literally could never find the person we worked with before tha that we liked! Anyway, we got this review email from Wallet Hub and so I wanted to leave an awesome review for Burke & Herbert. Because they took a stressful situation and made it easy peazy. Long story short, 5 stars!

I have been with Burke & Herbert for 31 years and for the most part have always had excellent customer service. Let me tell you STAY AWAY from the BURKE location. The branch manager, Amer is rude, and should not be working in customer service. I went to the ATM to make a cash deposit. The ATM did not give my card back. I merely went inside to ask if they could return it. The woman in the office was busy. One of the customer service reps from behind the counter went and got the manager Amer. He clearly was in a bad mood, because she interrupted his lunch. When I explained to him what happened he told me it was my fault and I should have been paying attention. He could issue me a new card for a fee of $10. Please explain how it’s my fault the ATM took my card. If the policy has changed, he could’ve explained that in a professional manner. Never have I been treated so rudely before by Burke and Herbert and if it wasn’t for David Sayed from the Telegraph Road location who helped me out many years ago I would have closed the account that very moment.

If you are looking for excellent customer service from Burke and Herbert, you should visit the new Fredericksburg location. The people there are wonderful, especially Flora. She has a wonderful personality and is very nice. You couldn’t ask for a better person.

BHB used to be the best bank… left them for a while because they were way behind the other banks with online services… decided to go back with them a few years ago they started to catch up… BIG MISTAKE!!
ATM card gets declined at least 3x a week for no reason!! They have returned checks that were said was not authorized that were … however I still continued to bank there because it’s a local bank in the neighborhood… yesterday I noticed there was a charge on my account I contacted the bank .. of course after hours so no one would help.. there is no after hours reps for fraud so I went on the app and sent message.. this morning I get a response to contact merchant… there is no merchant… BHB did nothing! I was advised that the transaction was in pending and once cleared to contact the merchant I explained that I did not authorize the charge again they did nothing never offered to close the card or anything… when BOA one call would do it all! Not the case for BHB.. they allowed this so called merchant to take money and not do a thing about it.. it wasn’t a lot but it is still fraud!! They declined authorized charges and allow unauthorized charges … this is not the way to do business. And this is not the way Mr Burke and Mr Herbert started this local bank.. used to be great now it is the worst!! I just I’m out of my $58.. I don’t
Even feel they should get any stars!!

Always freezing my debit card as fraud! Target, Sheets, Walmart! There is nothing wrong with my debit account except the bank are idiots! I am closing my account!!!!!! They stink! Beware!!!!

I’m so tired of this bank after 8 years of using them I’m officially done. Beware and check your balance because they steal money and have horrible customer service.

Burke and Herbert frozen my a count twice in 3 days. After telling me this was for my protection, froze account for fraud while using a Commonwealth of Virginia machine then the day after they released my account froze it again at 620am for Uber. I use Uber as my main source to commute to work.
I am closing my account today.
Shame as I try to support Virginia business.
They were very dismissive during our conversations.