Atlantic Union Bank E Cary St, Richmond

Roman and Griffin are what make Atlantic Union Bank the BEST bank in central Virginia. These guys are professional, courteous and FAST! If you do any business with AUB go to this branch, you will be so impressed with the service you receive. Roman is knowledgeable, kind and always willing to go above and beyond for his clients. Griffin deserves the teller of the year award, he is so fast with deposits and withdraws. I am a daily customer of this branch now that it has reopened. Thank you AUB, Roman and Griffin for allowing my business to reach its full potential.

-Intentionally incompetent, manipulative, and demeaning. I am not some victim mentality "Karen," but rather someone believes in the golden rule and I am willing to make my own financial situation (or lack thereof) public for your benefit. I have a Masters degree in business and I have handled finances for multiple corporations that banked with Atlantic. They treated me wonderfully as an important business client, but it was an entirely different experience when they thought I was poor and unimportant. Atlantic Union Bank today does not measure up to even its own standards a few years ago. For perspective, I should have stayed with Wells Fargo. -If I text BAL to the text message service, go to a branch, or call their automated phone system, and it will give me 3 DIFFERENT BALANCES on my account. When I call, they say "available and current balances are confusing sweetie, so let me help you understand," but available and current balances are not confusing. What is confusing is not explicitly stating whether the balances provided are available or current balances. (i.e. one system reflects pending transactions and another does not). They have ditched any remnants of previously great customer service, and now use third-party phone answering service. Even the employees try to to send you there - Call me old school, but I don't like to be told in person by an employee to call the customer service line! An employee at another branch confirmed that it wasn't COVID layoffs, but the turnover was employees QUITTING. It is never a good sign for there to be all new employees every visit, and at one point, several employees quit in the same week. I am making assumptions, but that seems to be a pretty bold statement to AUB that starts with f and ends with u (Forget Union?) The manager had the audacity to say my problem was simple - I was broke! He was condescending and his mother would be ashamed to hear him. He said this after not calling me for either of our two scheduled phone appointments. I rearranged my schedule and followed up each time to hear "So sorry, I was just getting ready to call you!" I arrived at this branch a few minutes after 1pm (Google had the hours as 9-5). I was forced to go there because anything regarding your account must be conducted through your home branch. The other branches cant even access your records, which means you have ZERO recourse if your branch isn't capable of returning a call, just because you sat there for 30 minutes when you first opened an account? This branch seems to be particularly worse than any other ones. Nobody bothered to update Google that they now close at 1pm instead of 5pm. I even took it upon myself to call the main customer service line to report this, because the branch employees obviously didn't care about customers wasting their valuable time. They laughed at me through the glass as I begged for them to at least validate my parking since they wouldn't let me in. I was there just a few minutes after 1pm (again, hours said they were open until 5pm) to resolve this unexplained hold on my account. Since all I had was my debit card (subject to said hold), I spent the next hour tracking down the parking garage manager to get my car out of the parking garage. Overdraft protection scam = they "pay"a bill, which makes your account negative. Then, they charge an overdraft fee, BUT THEN they reverse the payment that previously showed as cleared! Now add a non-sufficient funds fee on the returned payment. So you end up in the same place but now with significantly less money. It is convenient that they take all of their fees promptly (the statement lists them as "withdrawals" as if you were getting cash from an ATM). They have charged me close to $5k in fees with no empathy to the fact that their fees were directly causing my account to be negative... Atlantic Union Bank is another schoolyard bully - "Quit hitting yourself, quit hitting yourself!" Please contact the Bureau of Financial Institutions at the State Corporation Commission if you have received similar treatment.

I’ve been frequenting this location for the past year, but only in the last two visits have I been greeted with the awesome and welcoming attitude, presence, and vitality of Griffin. This makes my weekly visit of dropping off money a fun interaction instead of a mundane one. Keep it up dude!!

I shut down my account with a positive balance I'm at the bank today they are telling me it was never shut down and I owe 105 dollars!! they can't even tell me why I owe that money and I can't speak to a manager!!! I knew this bank was shady when I opened run run as fast as you can from this bank!

Roman went above and beyond by working with my hectic schedule and helping me set up a bank account in no time! I will be using Roman and Atlantic Union Bank and Trust for all my banking needs in the future. Thanks Roman!

Roman and Griffin are tremendous on their customer service!!!! They are always friendly and helpful for me . They are a credit to Atlantic Union Bank ! Carthan Currin

This branch has the absolute worst customer service. Britney is the most incompetent banker I’ve ever been in touch with. I’ve decided to end my relationship with the bank due to her lack of willingness to help me with the most simple tasks.

Atlantic Union Bank has been our bank for about 14 years ever since we moved to the Richmond area. Extremely courteous knowledgeable staff have gone above and beyond the call of duty to help us with checking, CDs, IRAs and safe deposit box accounts. Exceptional service. No complaints at all. This bank has earned our trust and our business.

this isn’t to this branch specifically but I literally just got a banking account with you guys and already the customer service is POOR !! when it comes to ppl money you have to understand that when I ask you a question about where my money went and you give me a bland incorrect answer expect me to want to disconnect service. PERIOD! I’m not satisfied so far

Without question, Union is the worst bank I've ever dealt with. After Union's acquisition of my previous bank, I tried using popmoney that caused an issue for which I spent 5 hours talking to 6 different people in customer service over 2 weeks with the final recommendation that I setup online banking...again. I am writing this review before I switch banks to one more competent, a very low bar. Do yourself a favor and do NOT use this bank if you have other options. Union is a first rate disaster.