Consumer complaint received 2023-03-31
Company: HOME BANCSHARES, INC.
State: TX
Product: Payday loan, title loan, or personal loan
Sub-product: Personal line of credit
Issue: Getting a line of credit

Complaint:
XXXX I spoke to the lending officer at XXXX XXXX XXXX in XXXX, Texas XXXX and got advice on how to apply for a loan. I took the loan application and completed it. 
I applied for a XXXX loan for 5 years. The gentleman XXXX told me to have 3 years of tax returns to file with the application. I submitted the application which went to corporate office in Arkansas and should have had a decision in about 1 week. Two weeks went by and no information on approval or denial. I went up there and before or after XXXX, I spoke to another loan officer. I told the older gentleman that I wanted to cancel the request as it was taking too long. He cancelled my request. Prior to canceling the request, I spoke to XXXX, and she pulled it up in the computer and stated that the loan application was still in process. This was in XX/XX/XXXX. The banks camera system can show when I dropped off the loan application complete. I was told by XXXX and others they had everything they needed. After much time, I could not wait so I went with another lender with a higher intertest rate. 

So at this point, I thought that it was just taking way too long to render a decision at three plus weeks and still no communication. 

So, in XX/XX/XXXX, I was going to finish my project and wanted to get away from the high intertest loan. I called and asked the lending officer to reinstate my loan application, she stated " oh ok ''. XXXX XXXX called back about a week later and stated that she could not find my original loan request and supporting documents. She stated they were shredded. After speaking to a Vice-President XXXX XXXXPanhandle Branch of XXXX XXXX XXXX XXXX XXXX stated that that loan request was never submitted XXXX. Contrary to belief, XXXX the loan assistant went on the computer and stated it was in process XXXX days after it was submitted in XXXX. XXXX XXXX resigned or was fired in XXXX. 

XX/XX/XXXX, after finding out that they could not find my original loan application, I submitted another request after speaking to XXXX XXXX. I went to the bank on XXXX to speak to her and fill out paperwork. When I went to the loan desk, there were people sitting behind me in arms reach and to the right of me. I ask to speak to XXXX XXXX. I was questioned about my request, what type of loan, etc. After a few minutes of questioning where several strangers and people I know, I asked the young lady about privacy. Did I need to tell everyone my personal business? I told her that i do not want to put my personal business for everyone to hear. The 4-5 people were all focused on her questioning of what, when where and why I want to speak to XXXX XXXX. She allowed me to go to the loan office. XXXX XXXX had to cover up other people 's loan information, but the bank failed to protect my privacy. 

I am a member of protected class of people who have historically been discriminated against. I am a member of the XXXX XXXX of Oklahoma. I believe that my loan application was not processed and thrown in the trash due to bias of who I am and my race. I also believe that the loan I requested was denied due to breach of my privacy in the bank on XXXX. I was disparately treated and discriminated against due to race.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation