Atlantic Union Bank Willow Lawn Dr, Richmond

Atlantic Union Bank Reviews

• E

  Eiron Hendrix
  4

  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.

  Response from the owner

  Hello Eiron. Thank you for taking the time to reach out and share your recent experience while visiting the Willow Lawn branch. We are sorry to hear that the start of your visit did not match your expectations but are happy to know that the Branch Manager was able to provide assistance. Atlantic Union Banks always strives to provide the best customer service to each and every customer. If you would like to discuss this interaction further, please reach out to the Branch Manager directly or contact us at [email protected]. We appreciate you bringing your concerns to our attention. Thank you and have a great day! -Renee

• L

  Logan Coates
  2

  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.

  Response from the owner

  Hello Logan, thank you for reaching out and sharing this feedback. I apologize that this was the experience that you had and would like to discuss this further with you to see how I can help. Please send an email to [email protected] and reference this review so that I can work to resolve this with you. Thanks! -Leah

• b

  beth shook
  2

  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.

  Response from the owner

  Hi Beth, we are sorry to hear about this and will be sure to reach out to the branch manager regarding this. Please reach out to us at [email protected] regarding what you need to discuss with the manager and we will be happy to see how we can assist you! We look forward to hearing from you, stay safe! - Leah

• g

  gideon martin
  5

  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!

  Response from the owner

  Hi Gideon! We appreciate you sharing this experience that you had and for the shout out for Jessica! Thank you for the 5 stars, we are happy to hear that Jessica was able to assist you so well in this situation and we will be sure to share this with her manager. Have a great day and stay safe! - Leah

• W

  Winter Thompson
  1

  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.

  Response from the owner

  Hi Winter, thank you for your review! I'm terribly sorry about the experience you had at your local branch. We certainly would like the opportunity to assist you to better your experience. If you haven't received a follow up call from the manager, please email us at [email protected] so we can help. Thank you!

• A

  Andrew Anderson
  1

  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

  Response from the owner

  Hello Andrew, I am sorry to hear about this experience you had at one of our branches. Please email me at [email protected] with more details regarding this so that I can research further and work to resolve the situation. I look forward to hearing from you! - Leah

• E

  Eugene Adams
  1

  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.

  Response from the owner

  Hello Eugene, thank you for reaching out and sharing this feedback with us. We are sorry to see that you have not had good experiences at this branch and appreciate the opportunity to look into this. If you have an example of a specific interaction, please contact us at [email protected] so that we can share that with the Market Leader. We hope to hear from you! - Leah

• J

  Jacqueline Jackson
  5

  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

• R

  Roberta Felitto
  3

  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

  Response from the owner

  Hello Roberta, thank you for reaching out and sharing this feedback with us. I am sorry to hear that you spent 20 minutes waiting in the line. We have allowed more complex transactions to take place at the drive-thru as the lobby is still appointment-only. This can sometimes cause a longer wait. I will be sure to share this review with the branch manager to bring it to her attention. If you have any other questions or concerns you can reach out to us at [email protected]. Stay safe! - Leah

• C

  Cosmic Ginger
  5

  Great customer service but could use a few more tellers

  Response from the owner

  Hi Cosmic Ginger, thanks for both the compliment on our customer service and the suggestion. Both have been forward to the branch.