Atlantic Union Bank Mobile

I’ve had a generally positive experience with the Atlantic Union Bank app. It’s easy to use, reliable, and has helped me manage my finances and stay on track with my financial goals. That said, I believe there are a few areas where the overall customer experience could be improved. The promotional offers I receive through the app often seem outdated and not very relevant to my banking needs. More personalized and meaningful offers would add greater value. I also had a disappointing experience with customer service. On one occasion, when I contacted support, my call was redirected to a promotional sales line before I could reach a representative. Later, when I called with a credit card-related question, the representative seemed more focused on helping me close my credit card than on understanding my concerns or trying to retain me as a customer. As a result, I decided to close the card—a decision I do not regret. On a positive note, I’d like to recognize the tellers at my home branch. They are consistently professional, friendly, and genuinely helpful. Their excellent service has been the highlight of my experience with Atlantic Union Bank. Overall, the banking app and branch staff are strong positives, but I hope the bank invests more in improving its promotional strategy and customer retention approach to provide a better overall experience.

Some Bill Pay functions are periodically non-functional, especially in the evening and on weekends (setting up bill to be paid and editing or adding a payee), can’t edit a payee to correct spelling of payee name, system converts an apostrophe to a “?” In payee name (such as “Sam’s Club” keeps being converted to “Sam?s Club”), can’t correct or change address of payee or my payee account number. On bank account activity, bills being paid show as “pending on the day scheduled but then disappear the next day and don’t show back up again until the bill is actually paid. Should stay visible in the account the whole time it’s pending as well as when and after it’s paid.

App is less user friendly than previous app. The new layout is okay in seeing current balances but the flow within an account is awkward. Loan repayment is terrible! Previously I could do one payment, identify extra principle and the regular payment would be subtracted. Now I have to schedule 2 payments one for the regular payment and one for extra principal. Also, you can’t set up the transfer ahead of time for the regular payment. That is so absurd!! If I’m in my account I should be able to go ahead and set the transfer but it won’t allow it!! Why??? I have to remember to go back into my account at a different date to schedule a transfer when they post the payment. The payment amount is the same every month!!! And to have a separate area to set up those transfers that is different from the quick transfer!!! It was not easy to find and I had to message someone each time with these situations. Terrible setup and app!!!! Would NOT recommend to anyone.