Atlantic Union Bank Willow Lawn Dr, Richmond

Went to get my coins thrown in the machine and counted and put in my account the lady that failed to help me looked at me like i was trying to rob her and eventually told me they dont have the machine and i was like uhh okay and went to leave when i assume the manager who was eager to give an alternative and very nice and polite offered me some paper rollers to roll them myself and bring them back. When i went to leave i looked back at her and she was staring me down like i had something on my face. What kinda ppl does this branch hire? Iv never had issues with an atlantic branch i love the bank but that lady should not be in customer service. The dude that jumped in and helped though was awesome. Only taking one star since shes the only person iv met at this branch that isnt helpful.

Lost my debit card about 2 weeks ago and immediately went to the bank for a replacement and temporary card. After trying to activate the card to no success and calling other branches, I found out the temporary card issued to me could not be used because it had not even been added to my account. Additionally, the clerk cancelled my debit card and DID NOT place an order for a new one for me. So, when calling today I was told I have a bank account with absolutely no cards related to it and therefore, it can't be used to easily pay my bills. My new card will not be able to be activated or received now for another 10 business days as well. Safe to say I'm extremely displeased and won't be trusting this branch of Union.

Branch manager does not return phone calls. I left two messages, and waited a couple of days. Never heard back. Finally drove up there, let the teller know which # I left the messages on, she confirmed that was the Branch managers #, and didnt seem too surprised. You may want to consider this when you leave her # as the outgoing message to schedule appointments. My husband and I have several accounts and have banked for years with this bank. Please tighten up, this left a bad taste in my mouth.

I lost my wallet which had my ID and debit card. I thought I wouldn’t be able to access my funds due to no other photo id (passport had expired). However, JESSICA (as well as other staff I spoke to on the phone) was extremely helpful. She took a lot of time during a very busy time in the drive thru (as it’s the only way to bank due to Covid) and was able to securely and safely let me access some money until my new cards came so I wasn’t in a bind. It’s very hard to find pure customer service nowadays and she should be commended on her work!

Horrible. The manager ROTH CARROLL needs to be fired! Long story short, he hung up in my face as well as ATTEMPTED to raise his voice with me, all because he confirmed to customer service TWICE that he was going to do something that he DIDNT DO, AND gave me no notice of this. I had to contact HIM. When asking for his managers info he refused to give the information. He shouldn’t be working there or in ANY customer service atmosphere. Luckily the nice people in customer service were also disgusted to hear about Roth, especially when the actual customer service manager learned that he lied and attempted to throw her under the bus. So much that they issued a complaint on him as well. They ALSO were kind enough to give me his managers information without any hesitation. She responded, and I have a call with her this morning. So thank you to the customer service team, hopefully this will all be a lesson learned for ROTH CARROLL.

HORRIBLE customer service , I was trying to withdrawal money the woman at the window in the afternoon told me the funds wouldn’t be available until tomorrow , so I drove up to the shortpump location and had no trouble getting my money immediately will be calling corporate shortly

Poorly managed branch. I banked there for years until management change about 2 years ago. Now everyone there has the attitude of the new manager. I can't speak for other branches but do yourself a favor and stay clear of this one.

I love it they are very nice they meet your need's the best way I love them I receive Emails when things are changing they put the need's of our HAPPINESS FIRST I MADE A GREAT CHOICE WHEN I LEFT SUN TRUST VERY NASTY... GREAT JOB ATLANTICA UNION BANK

Drive up only - two windows - 20 plus minutes idling in line. All for online banking but sometimes have to go to bank. Not at all efficient

Great customer service but could use a few more tellers