Consumer complaint received 2023-02-16
Company: HOME BANCSHARES, INC.
State: AR
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Fee problem

Complaint:
Centennial Bank I opened my bank acct in XXXX of XXXX. I opted into the overdraft protection option which I was sent a confirmation for on XX/XX/XXXX my acct was opened online. 

The bank apparently declined to cover the -15.11 for the XXXX that is drafted to come out of my acct.

Due to this my CC company returned the XXXX  due to XXXX So, my CC payment wasn't made, unknown to me and the bank still charged me a XXXX fee even though they didn't cover the payment coming out. 

I deposited money the next day into my acct the next day to bring it into a positive balance. ( Believing that my acct was only negative XXXX, I deposited XXXX ). I believed this due to the fact that when I opened my acct I had opted in to the {$500.00} overdraft protection in XXXX XXXX XXXX. I was not informed by the bank that I was being charged any fees, however I did deposit the money the very next day. 

Out of the {$100.00} that was deposited only {$49.00} was credited to my acct due to the {$35.00} XXXX charge plus the XXXX neg balance. The total neg balance on the acct was XXXX when the XXXX deposit was made. 

So, the {$35.00} that was taken without my knowledge was thought to be in my acct. 

I have a {$28.00} and a {$38.00} XXXX  that comes out of my acct. Due to the bank taking the {$35.00} it made both of my CC bounce and after they bounced the bank charged me another XXXX fee and still didn't cover the payment coming out of my acct. 

The CC company wasn't getting my {$28.00} and {$38.00} payments bc the bank declined to cover the overdraft amount while not informing me they weren't covering it and also charging me {$35.00} I told the bank about this error when I realized what happened, and they admitted fault and credited back the total of the XXXX  fees. 

However, due to them taking the fees out of my acct it caused my bank acct to be in the negative and my CC payments weren't being paid and this caused my credit score to drop XXXX  points. 
I was also charged a total of {$260.00} in late fees and returned XXXX payments by XXXX XXXX due to the error on the banks part by not covering the initial XXXX. 

The bank offered to tell XXXX XXXX that it was an error on their part and cover all fees that I was charged by XXXX XXXX, however they haven't contacted me back after I gave them the amount. 

The Bank Branch Manager laughed when I told her this issue, I was in her office crying the day I found out that my credit score had dropped and she literally laughed. When I asked her why she laughed at me being upset she quickly said that she was laughing at the weather. 

I called and played phone tag with the managers until I received a letter informing me the bank has the right to not cover the overdraft amount, and they'd tried to get ahold of me but couldn't. I literally called the man who sent me the letter, today and it went to his voicemail. 

Please know that my acct has always has a positive balance and this was the first time that my acct have ever been put into a negative status and I deposited the money less than XXXX hours after the payment tried to come out of my acct.

Company public response: Company believes the complaint is the result of a misunderstanding
Company response to consumer: Closed with monetary relief