Consumer complaint received 2023-04-12
Company: HOME BANCSHARES, INC.
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
At the beginning of XXXX, I had two accounts with XXXX XXXX XXXX. I was the sole manager on one account and the second is a joint account that I share with my fianc. Early XXXX, I lost my job and my personal account with XXXX XXXX XXXX  over drafted. After overdraft fees, I was unable to bring the account back to positive. In XXXX of XXXX, I received a letter that the balance on that account would still be due, but the bank would be charging off the account. I have not received another letter, a phone call, or any other form of communication regarding that charge off. 
On XX/XX/XXXX, we received a letter from Centennial Bank informing us that they had purchased XXXX XXXX XXXX  and would be taking over our joint account. 
On XX/XX/XXXX, my fiancs paycheck was direct deposited into our joint account and immediately after it became available, a large amount ( {$1100.00} ) was simultaneously debited from the account. Logging into our account on our computer instead of through the app, a photo of the transaction ticket was available. The ticket is dated XX/XX/XXXX and showed prepared by and approved by signatures that I did not recognize. I also saw another transaction ticket, this time with my fiancs name, but prepared by and authorized by signatures we did not recognize for a much smaller amount ( {$19.00} ) on XX/XX/XXXX. After confirming with my fianc that he had not authorized these transactions or even had any recent contact with our bank, I called the bank for an explanation and to inform them that our account would overdraft multiple times until we were paid again due to billing arrangements that had been scheduled since I was unaware of the banks intent to take any money from our account. 
I have summarized the interactions I had with the bank following the unauthorized debit transaction : XX/XX/XXXX XXXX  Called my home branch I inquired why the bank took money from our account and was told it was taken to cover the overdraft from my personal account earlier in the year. 
I asked what prompted their timing seven months after the event and why we were not given any warning as to when this would be happening, and the teller claimed the closure was initiated on XX/XX/XXXX, authorized at their main branch in Arkansas, and the amount was just taken as soon as the funds became available. 
( False at least three of the prior deposits to our account almost doubled the amount taken ) XX/XX/XXXX XXXX  Called the main office in AR I asked the representative why they could authorize transactions in my name and without my knowledge and was told that the transaction was not authorized by their back office, and she would send an email to my home branch to contact me the next day. 
( The bank is open from XXXX on XXXX ) No call was received. 

XX/XX/XXXX XXXX  Called the main office in AR The representative said she would contact my home branch and call me back. 
I received a call back from my home branch, where I reiterated that we would be incurring overdraft fees if we could not find a resolution. This representative said he did not have an answer to my questions, but he understood my concern and would call back after making a few phone calls. 
At the end of the day, I received a call from a different person at my home branch. The representative explained where the debt came from again but was unable to tell me why the funds were taken that week, why the transaction ticket had been dated in XXXX and not addressed then, or why we did not receive a notice. She advised me to call the 1-800 number online for the Arkansas branch . 

XX/XX/XXXX XXXX  Called the 1-800 number for AR branch This representative listened to my questions, put me on hold while she contacted my home branch, and when she got back on the line, she told me to call my home branch and talk to a woman I had not heard of. 
Before I could call my branch, a representative called me and said she was contacting me for the woman I was directed to talk to. Explaining my concerns to her again, she said she needed to make some calls and would call me back. 
That afternoon, she called me back and stated to me very slowly and loudly, as if I was not hearing her, that just because the account was closed, does not mean that I do not owe the bank the money, including overdraft fees that occurred. I told her that I understood, and I had no intention of not paying the bank. Then I again asked why the entire amount had been taken on a random XXXX  seven months after they claimed to have closed the account, why the signatures on the transaction ticket were not mine or anyone I know, and why was I not notified prior to this happening so I could avoid further overdraft fees. To which her response was, Thats just the way it is. 

The XXXX holiday and a XXXX diagnosis interrupted my inquiries. 

While I was reviewing any notices sent regarding overdraft fees and returned items fees for XXXX online, since XXXX XXXX XXXX, those documents are no longer available for me to see. 

From XXXX of XXXX to XX/XX/XXXX, the bank took {$5900.00} in overdraft fees and {$1300.00} in returned items fees from this one account. We did not receive a letter regarding excessive overdraft charges until XX/XX/XXXX. 

In XXXX, I deposited a check through the app to pay a bill. I waited to pay the bill until the next business day ( XXXX  ), then on the following day ( XXXX  ), the account is overdrawn again because the bank withheld over half of the check ( {$270.00} of {$500.00} ) due to over drafting the account repeatedly in the last 6 months, even though more than half of our over drafting has been caused by the bank themselves. 

I attempted to open an account at a different bank on XX/XX/XXXX, and I was denied. After following the instructions to access XXXX XXXX, I found out that I had been reported by Centennial Bank for NSF Activity and that the {$1100.00} that I owe them is unpaid. This has affected my ability to buy my first house. I am begging for some assistance so I can please move forward with my life.

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