Complaints

This profile includes complaints for Atlantic Union Bank's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Atlantic Union Bank

  4300 Cox Road Glen Allen, VA 23060

  
• 

  Atlantic Union Bank

  1800 Robert Fulton Dr Ste 310 Reston, VA 20191-5463

• 

  Atlantic Union Bank

  14006 Lee Jackson Memorial Hwy Chantilly, VA 20151-1602

• 

  Atlantic Union Bank

  4221 Walney Rd Chantilly, VA 20151-2987

• 

  Atlantic Union Bank

  538 Fort Evans Rd Leesburg, VA 20176-4098

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/27/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I financed a new vehicle in February 2023 and the loan company is Atlantic Union Bank. I downloaded the app which I then used to change my payment date to later in the month so that I wasn't paying my full rent and my $450 car payment from the same bi-weekly paycheck. For awhile, I did not open any mail from Atlantic Union Bank because I assumed I was getting paper statements every month and since I auto-draft my car payment every month. I did not know until someone called me several months back that I was paying "late" every month and they were adding fees/interest to my loan. I contacted someone who told me I had to download a form and take it to a local branch? It should not be this complicated to change a due date. I changed it on the app at the beginning of my loan but that apparently didn't change it? I got sick and then lost the form I downloaded. I went to a local branch a month or two later asking for help changing the due date. I didn't have the form. I made my payment there as my recent auto-draft didn't go through. Someone there reached out to someone else about getting a new date change form and stated she would call me when she heard back. I never received another call. I am a single parent working as a full time nurse during the week M-F. All I want is for my due date to be the 18th of every month (the same date my auto draft comes out every month), for any interest/fees associated with this to be removed, and for better communication going forward. Thank you.

  

  Business Response

  Date: 01/03/2025

  Thank you for the opportunity to respond and assist with Fr. *********** concerns.
  
  When the loan originated in February 2023, the first payment was established for 04/04/2023 with a 10-day ***** period before any late charges would be assessed. The customer changed the day her external payment is processed via online banking however, this action did not change the due date associated with her loan. To request a due date change, the Loan Change of Due Date Agreement must be completed, signed and returned to us.A teammate sent the customer this form on 07/26/24 however we found no record of receiving the completed form.
  
  Ms. ********** was sent a monthly billing statement every month since the loan originated to the address we have on record. These billing statements display the payment due date, any past due balance and any fees that may have been assessed.
  
  While no bank error occurred, we have provided a refund for the past 6 months of late charges as a courtesy. We encourage ************* to process her monthly payment within the 10-day ***** period or reach out to us to change the current due date to prevent any future late charges from being assessed.
  
  Thank you for allowing us the opportunity to respond.
  
  Sincerely,
  ***** *****
  Senior Customer Advocate
  Office of the President
  Atlantic Union Bank

• Initial Complaint

  Date:12/13/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  :Since October 2023, I have been a customer of [Bank Name], maintaining direct deposit. Beginning in September 2024, I was charged $456 in overdraft fees during a period of significant personal hardship, including a family death. The overdraft fees occurred on these dates: September 20, 24, 25; October 7; November 12, 14, 29; December 6, 9, and 12.I contacted customer service on December 13, 2024, to discuss these fees and request assistance. During the call, I explained my direct deposit history and personal circumstances. However, the representative I spoke to was dismissive and unprofessional, repeatedly interrupting me and offering only $76 as a refund, which was insufficient given the total fees charged.When I attempted to close my account to prevent further fees, I was told I could only do so by visiting a branch in person. This policy is unreasonable and discriminatory, as it fails to account for individuals who cannot visit a branch due to physical, financial, or logistical ***************** Concerns:I believe the banks actions may violate consumer protection laws:Virginia Consumer Protection Act (VCPA) prohibits unconscionable acts (Va. Code 59.1-200(A)(14)) and unfair restrictions (Va. Code 59.1-200(A)(6)).Electronic Fund Transfer Act (EFTA) prohibits overdraft fees unless I explicitly opted into overdraft services, which I request confirmation of.****-***** Act prohibits unfair and abusive acts.Resolution Sought:I request a full refund of $456 and a reasonable method to close my account without requiring an in-branch visit.

  

  Business Response

  Date: 12/20/2024

  Hello Ms. ********************************* (AUB or the Bank) has received the complaint that you filed with the Better Business Bureau regarding overdraft fees charged to your account. We appreciate the opportunity to address your concerns.
  When you contacted the Bank earlier this month to request assistance regarding overdraft fees charged to your account, our teammate should have reviewed your current overdraft elections and provided you with a clear explanation as to when overdraft fees are assessed. During our review of your complaint, we confirmed that the overdraft fees in question were properly charged for the transactions at issue (which were recurring in nature) based on your accounts current enrollment in ****************************************** However, because the service you received from our teammate in response to your request for information and assistance did not meet **** customer service expectations, we will honor your request for a refund of the overdraft fees in question, totaling $380 ($456.00 minus the $76.00 credit already provided). Please look for a credit to your account in that amount.
  To ensure your overdraft elections accurately reflect how you would like us to handle transactions when there is not enough money in your account, we need to review these options with you and update your account. Information about our overdraft services can be found at *****************************************************************************************.
  Please feel free to contact ************* at ************ to assist with updating your account and assist with any additional questions or concerns.
  We appreciate your business and look forward to continuing to serve you in the future.
  
  Sincerely,
  Maiya, *************************** **********************

  Customer Answer

  Date: 12/23/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: *********************************************************************************.
  
  Regards,
  
  ***** ******
  
  
  
  

• Initial Complaint

  Date:10/24/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I worked for Union Bank back in the 1990's. Given shares certificates for working there but only received one cert for 10 shares when I have 30 shares. I am being told by Computershare that I would have to pay a significant amount of money to get these "lost certificates that I never received while employed here). Times are very hard right now and charging me for stock that I have is unacceptable. I want a resolution to this situation that is not going to put me to broke.

  

  Business Response

  Date: 11/01/2024

  Ms. ********************************* has received the complaint that you filed with the Better BusinessBureau; we appreciate this opportunity to address your concerns.
  Unfortunately, there isnt anything we can do to help as stock certificates are bearer instruments so anyone who presents them is the owner.  Our records indicate that you received the certificates so if they have since been lost or stolen, this is not a matter that places the company at fault. 
  For missing certificates, its a requirement to post a surety bond to issue new certificates.  A surety bond costs a % of the share price.  Unfortunately, we cannot waive a surety bond as its there to protect the owner of the shares and the company from someone else presenting the certificate and claiming your shares.  Its an industry standard practice and Computershare has not and will not waive it. 
  Sincerely,
  
  Maiya, ******************************* of the President
  Atlantic Union Bank

• Initial Complaint

  Date:10/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Early Sept i filed a dispute some fraud activity, couple weeks go by and a temp credit gets applied to my account for funds. At that time Im informed that my account is only deposit and withdrawal only cant use CC so i continue to go in branch withdrawal cash and receive direct deposit from employed well weeks later without notice it gets reverse and they say dispute is denied . And now Im in negative and the bank conveniently states its going to have to terminate our relationship and now i have to pay back money after everyone is i dont have any answers or update after weeks of me contacting them. I was just in branch 3 days prior to withdraw funds and still was greeted with hi *** let me follow up with fraud/dispute department. I feel like Im being penalized for reporting fraud and some suspicious activity

  

  Business Response

  Date: 10/09/2024

  Hello Mr. ************************************** has received the complaint that you filed with the Better Business Bureau regarding your account. We appreciate this opportunity to address your concerns.

  
  Upon review of the account our records show, the dispute that you filed for the CashApp transaction in the amount of $1588.00 has been declined, as after investigation our disputes team determined no error occurred. Our Disputes manager did speak with you via phone to explain the dispute process and findings on your claim Additionally,during the dispute investigation, letters were mailed to you with updates regarding this dispute. This included a provisional credit letter and the notice of a reversal of provisional credit.

  
  You mentioned during that call that you were not receiving written correspondence from Atlantic Union Bank; we did confirm your information is accurate in our system and suggest that you check with your local postal service to confirm there are no issues with receiving your mail from us.

  
  There was no bank error in the handling of the dispute. We do apologize again for the inconvenience that this matter caused you and will be available to assist with any additional concerns you may have.

  
  Sincerely,
  Maiya, ************************************** style="font-size: 0.875rem;">Atlantic Union Bank

  Customer Answer

  Date: 10/09/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  I receive mail before from you guys and everything feels very uneasy in how this manner was handled. It feels very convenient that any letters mailed in regards to this werent received meanwhile days prior to the dispute a new card was received via postal service. After dispute claim was filed no other letters were received. And that alone is very disappointing and frustrating. I secure messaged and call countless times just to get different response from branch, customer care. I tried to assist in the matter but just for any help i provided to be dismissed. I feel you guys will not or cant reverse the denied temporary credit so this back and forth is useless

  Regards,
  
  ****** *******
  
  
  
  

  
  

• Initial Complaint

  Date:06/25/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I do not have a contract with Atlantic bank and they did not provide a original contract as requested I demand it be removed from my credit report

  

  Business Response

  Date: 07/01/2024

  Hello ****************,
  Atlantic Union Bank has received your complaint filed with the Better Business Bureau regarding your
  information that you believe we are reporting to the Credit Bureaus. We appreciate this opportunity to
  address your concerns.
  We have confirmed there is no record of the name you provided applying with AUB through online
  banking for a loan or any other products offered online. We show no record of this name currently in
  our systems. We would like to further assist you with this dispute and require additional information
  to begin our investigation. Please contact our ******************** at ************ or visit a local
  branch and we can assist further.
  We do apologize again for any inconvenience that this matter caused you and will be available to assist
  with any additional concerns you may have.
  Sincerely,
  ********** Customer Advocate
  **********************

• Initial Complaint

  Date:06/20/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Although I have asked your bank to stop payment, it appears that they did not. The first unauthorized transaction October 18 2023, by check number 5270, and the amount is for $1869.43, we did not authorize this transaction and the transaction was done by a check (which we NEVER use), which we can not review as other banks allow, this check, who wrote it and what was this check for.The second unauthorized transaction was done on October 16, 2023, for the amount of $7510, which we have absolutely no knowledge of.Why are we just now noticing these unauthorized transactions is because we no longer live in ******** and have moved to ************* on November 1, 2023. In the meantime, I have asked your bank for bank statements which they chose not to provide until I reached out to customer service and discussed the issue with someone there and eventually received the statements and this is where I discovered the the unauthorized transactions. Please help us as we are senior citizens that just can't afford this loss of revenue. Thank You,

  

  Business Response

  Date: 06/28/2024

  Hello ************,
  Atlantic Union Bank has received the complaint that you filed with the Better BusinessBureau regarding your account. We appreciate this opportunity to address your concerns.
  Our recordsshow the account has been enrolled in electronic statements (eStatements) since 10/17/2023 which means paper statements would not have been mailed.  It is the responsibility of account holders to review the account statements timely and report unauthorized activity.
  In the complaint, you mention that there was a stop payment requested, the only record of a stop payment request we are able to locate in our records was on 6/19/24. Our records show this was entered by you using your online banking. There is no record of you having disputed either of the charges referenced prior to receipt of this complaint.
  Unfortunately,we are past the timeframe to dispute a check transaction, as such we are unable to assist with your request, unless you are able to provide record of disputing the charges within 60 days of receiving the statement where they first appeared.
  In review of this case we found no bank error in the handling of the account.
  We do apologize again for the inconvenience that this matter caused you and will be available to assist with any additional concerns you may have.
  Sincerely,
  ********** Customer Advocate **********************

  Customer Answer

  Date: 06/28/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***********************
  
  
  
  
  

• Initial Complaint

  Date:05/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was in a car accident on 4/27/24. My insurance declared my vehicle totaled and asked that I come in and pick up a check on 5/15/24. I went into the ********** location with the check to deposit it. My account has been on hold for almost a week now. I do not have a vehicle and 4 vehicles that were being held for me to purchase are no longer available. I can not work . I have a family, a 1 yr old a 2 yr old and a fiance. This has cause me a great amount of stress. All I did was get run off the doggone road for ****** sake. It doesn't take this long for a check to clear. I should have been told this and would have NEVER used this bank. It however has more locations than Navy Federal so I finally decided to use the account that I'd only opened a couple of month ago because there's a location 10 mins from my home. I also don't like being made to feel like a criminal. The lady at the *********** location keeps asking where I'd gotten the check each time I call. The banks I've dealt with keep copies of the check and I provided her State issued ID when I opened the account so what the h*** At this point I just want my money out of there and will NEVER use this bank again. My fiance has banked with this bank since she was 18 and will be 40 this year. She is now searching else where. Progressive is a known insurance company someone could have taken 1 minute to pick up the phone and call someone.

  

  Business Response

  Date: 05/28/2024

  Hello ******************,

  
  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 records show that you deposited a check in the amount of $12,719.13 on May 15, 2024. There was no hold on these funds placed by the Branch, however our **************** was notified due to this deposit being outside of the normal account pattern. Our **************** did place a restriction on the account on May 16, 2024, so that they could ensure the deposit was correct. Please be aware this is done to ensure the bank is safeguarding customer accounts. We contacted Progressive to verify the check and once confirmed, we removed the restriction. Our review found no bank error in the handling of account.
  

  We do apologize again for any inconvenience that this matter caused you and will be available to assist with any additional concerns you may have.
  

  Sincerely,
  ********** Customer Advocate **********************

• Initial Complaint

  Date:02/06/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Called the main number on 2/6/24 at 8:40 am for suspected fraud/identify theft on an account I did not open after receiving mail from the bank. The woman who talked to me on the phone was very rude and refused to transfer me to the fraud department, even after asking several times. Its extremely disappointing to know a bank does not take identity theft seriously.

  

  Business Response

  Date: 02/09/2024

  Thank you for the opportunity to respond and assist with Ms. ******** concerns.
  
  Since receipt of her complaint,we have attempted to research with the limited amount of information she provided.When ****************** called our ********************* we were unable to assist her,because we could not complete our authentication process with the information she provided. We would be happy to help resolve Ms. ******** concerns once more information is provided.
  
  We ask that ***************** stop by a local branch with identification and the letter she received from Atlantic Union Bank. If we do not offer a convenient branch location, a virtual appointment with a branch teammate can be scheduled via our website. Our ******************** has provided these options to ******************.  
  
  We apologize that ***************** felt that the ******************** teammate was not courteous, and we hope to be able to fully resolve her concerns once we can meet with her either in a branch or virtually as noted above.
  
  We appreciate the opportunity to address Ms. ******** concerns.
  
  Sincerely,
  *********************
  Senior Customer Advocate
  Office of the President
  Atlantic Union Bank

• Initial Complaint

  Date:12/12/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I opened a new account on 9/29/23 and deposited ******* in certified checks from the federal reserve(ssa/ssi) and for some reason atlantic union has bee holding my money and won't release it or refund,they claimed in October they were refunding them only this hasn't happened social security claims they don't know what's going on and I can't get my money reissued until they submit the money back. They've been giving me the run around and won't even give an explanation on why they haven't released my funds and they are still sending me statements. It's going on four months soon and I'm going to have take legal action if it's not resolved I just want money that's it.

  

  Business Response

  Date: 12/19/2023

  
  ******************,

  
  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 records show that on 09/29/2023, our Fraud Prevention & Detection received correspondence from our *********** branch in reference to a suspicious account opening. Upon review, it was noted that the account was being opened using a Treasury Check. When the teller attempted to open the account, there was an error message that populated in our systems. Due to this there was additional research that was required.  Our fraud manager contacted the US Treasury to validate the check and on 12/12/2023 the check was confirmed valid, and the hold was lifted on the funds. There was a delay due to the volume of the requests the US Treasury receives and have to respond to.  
  

  We apologize for the inconvenience this may have caused you,but to safeguard your identity and funds, we needed to confirm additional information.If you have any questions, feel free to contact us.
  

  Sincerely,

  ********** Customer Advocate
  **********************

• Initial Complaint

  Date:12/09/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received notice on 12/9/23 that my account was handed over to collections (not something I have experienced in 48 years, I have a positive financial history). This was due to a transaction hitting my account ending in **** that had insufficient funds. The funds were available in Account ending in ****; but as a result both accounts were locked from online banking and I was unable to transfer the funds, as I had attempted to do on the date of the transaction. I thought that because I was out of the country that the app just wasn't working. Then when I received the notice today, I looked back in the account (which now has plenty of funding)- they had not only turned off my online banking, but they had canceled all auto-payments. This has resulted in a disconnect notice on my water (I'm still out of town), a late fee on my credit card, and had I not caught this I would be in more financial turmoil with other accounts! While I understand they need remittance (immediately paid the debt when I received the collections notice- which conveniently has no immediate way to pay- you must mail a check- so there's another 7 working days before resolution)- This practice is merely to sabotage the consumer and allow the bank to assess more and more fees. Fortunately, I am a person with the privelege and means to fix this rather easily, but the reason I am writing is in advocacy for those who cannot! Had I been on a fixed income or in poverty, these issues would be detrimental. Very exploitative practice and sabotaging on the side of the bank.

  

  Business Response

  Date: 12/13/2023

  Thank you for the opportunity to respond and assist with *************** concerns.
  
  On November 2, 2023, a bill payment initiated by the customer was processed. The payment was presented to the account three times and each time, it was returned for non-sufficient funds. As the payment had already been processed, our bill pay vendor established a *************************** Request to recover the funds. This request advises the customer to contact CPRS at ************** to settle the outstanding debt and we have confirmed that they possess the ability to receive these payments over the phone. The customer was sent an email notification to provide a summary of the account activity which included the bill payment. On November 8,2023, an email was sent to alert the customer that the bill pay profile had been blocked preventing any new payment activity and cancelling any pending payments. When communication was not received by the customer, subsequent emails were sent on November 13th and 16th reiterating the previous message.
  
  We encourage customers to proactively monitor their accounts via online banking or monthly account statements to review account activity for accuracy. If funds were available in another account to cover the transactions, we are unable to complete the transfer without authorization.
  
  
  Sincerely,
  *********************
  Senior Customer Advocate
  Office of the President
  Atlantic Union Bank

  Customer Answer

  Date: 12/13/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  The action I desire is a refund of the fees charged to me by my creditors, currently over $150.  Additionally, I would like them to stop this practice of shutting off autopay; and also of the overdraft protection in this manner- without consent.  I later saw that one has to opt out of overdraft protection.  It should be that a person opts in with clear understanding of the consequences (which are not outlined in the terms clearly, as I read online.). This should be part of the fair lending law.  For protection of the consumer, they should have clear and concise understanding, not buried in terms and conditions, of what the overdraft protection entails, and that all of their accounts are subject to the turnoff. The overdraft protection in this bank does not do the consumer any favors.  PLEASE just let the bill go unpaid and that creditor will notify me accordingly, rather than all of my bills going unpaid, my water shut off, my credit card late, etc. 

  All of what they mention is accurate, and I take accountability for my role in this, however, my problem is this: How can you shut down auto-pay in BOTH accounts (one having thousands of dollars in it)- but you can't put a hold on that same account for the amount of money that was returned. It doesn't seem ethical or correct that if they are separated in that way, the bank would be able to. hold auto-pay from the other account.  It doesn't track to use the explanation that they didn't have authorization to hold funds in the other account, but they can certainly control my bills being paid from it? 

  I will be taking my business elsewhere for my business and personal needs. 
  
  Regards,
  
  ***************************
  
  
  
  

  
  

  

  Business Response

  Date: 12/20/2023

  Thank you for the opportunity to respond and assist with ************** follow up response.
  
  When a bill payment is completed, the funds are sent to the merchant and then removed from the customer selected funding account. As funds were not available in the account at the time, the customer owed the funds to our third-party service provider which resulted in the *************************** Request. The customer received several notices to alert her that the bill pay profile had been blocked until the funds were recovered. The funds cannot be removed from another Atlantic Union Bank account without authorization from the customer. A customer may opt in or out of ********* services at any time. Currently, ************ is opted out of the Standard ********* Privilege resulting in covered transactions not clearing the account when funds are not available. To further discuss these options, any local branch or ******************** teammate would be happy to help.
  
  We hope that this will resolve any additional concerns. 

  *********************

  Senior Customer Advocate

  Office of the President