Consumer complaint received 2025-11-03 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem caused by your funds being low — Bounced checks or returned payments
Company: Atlantic Union Bankshares, Inc.
State: VA

Complaint narrative:
I had a checking and savings account with Sandy Spring Bank ( SSB ) where I was an account holder for many years with balances in checking and savings about {$100000.00}. 
They were acquired by Atlantic Union Bank ( AUB ) on XX/XX/XXXX AUB did not honor the overdraft payment program that SSB had in place for me. 
On XXXX XXXX I went to the AUB Branch in XXXX to make sure that my account was in proper order and to inform them that several large checks were coming through and I wanted to make sure that my overdraft protection was in place. 

I interacted with XXXX XXXX of AUB at that time. I enquired about my overdraft protection, and was told that it was in place and had carried over from SSB. I then enquired again about the protection, after looking at the info sheet describing AUB protection plans that included a link to my savings account to make good on any overdrafts by accessing the funds in the savings account. I was told by XXXX XXXX that that was thee plan which I had in place as of XXXX. I enquired as to the status of any pending transactions, and got a list of posted and pending transactions. I specifically inquired with XXXX XXXX XXXX  following my review of the transactions which showed no overdrafts and no paid or pending {$6000.00}, whether a {$6000.00} check had been presented for payment to AUB. I was told by XXXX XXXX that this check had not been presented as of XX/XX/XXXX and that I had no outstanding overdrafts as was represented on the written list of transactions I had been given. On XX/XX/XXXX, i received an email from XXXX XXXX XXXX  where he informed me that I did not have the protection plan that linked to the savings account, and I had to sign an attached document to put protection in place. I signed the attached document electronically. After 1.5 hours, I recieved another email from XXXX XXXX informing me that I had to sign another document which I did electronically about XXXX XXXX. 

On Saturday XX/XX/XXXX I received communication from a payee that my check to them of {$6000.00} had bounced. 

On Monday XX/XX/XXXX I went to the same AUB XXXX branch and spoke again with XXXX XXXX and the Bank Manager. They informed me that despite their previous verbal and written communications that i did not have overdraft protection in place as of XX/XX/XXXX, the protections associated with my SSB account were not in place, and that they had declined payment of a check for {$6000.00} on XX/XX/XXXX, ruining my business relationship with this payee and others. 

Research shows that the XXXX entered into an agreement with AUB in XXXX on overdraft fees, etc. and incorrect information given out by AUB personnel. I believe I am the victim of a similar scheme, The overdraft protection plan I had in place with SSB should have been automatically put in place on my AUB account along with the other details pf my accounts. The Bank Manager at AUB admitted to me that these protections had not been made available t me in the account transfer process due to oversight on their part. They also have new system in place, and thus had been unable to determine whether or not I had any outstanding pending or overdraft obligations when I made my visit to AUB on XX/XX/XXXX, despite their verbal representations to me made then. Putting it simply, they lied and covered up the problem which they had direct knowledge of. Aas of today XX/XX/XXXX were unable to print out a current list of overdrafts/denied payments all pending transactions on my account and furnish it to me. He said that they were still " learning '' the system. 
He assured me everything was " fine '' now and that any overdraft fees would be credited my account.

Company response to consumer: Closed with explanation