Consumer complaint received 2025-04-08 00:00:00
Product: Debt or credit management — Credit repair services
Issue: Problem with customer service — 
Company: HOME BANCSHARES, INC.
State: FL

Complaint narrative:
Subject : Response to Complaint # XXXX Request for Documentation and Further Clarification Dear XXXX XXXX  , Thank you for your response dated XX/XX/XXXX, regarding Complaint # XXXX. 

Unfortunately, I must express that your response is unsatisfactory and fails to resolve the core issue in a transparent or consumer-compliant manner. While you state that the matter was previously addressed on XX/XX/XXXX, the fundamental concern remains unresolved : the duplicate payment of {$280.00} has not been returned to me, nor has it been properly accounted for. 

As previously explained, the duplicate debit occurred because I followed instructions to make a direct payment through the XXXX website after an XXXX debit failed. However, because the auto-draft enrollment was still active, both payments were processed in XXXX XXXXresulting in a duplicate charge. 

You now assert that this is not a XXXX XXXX error and suggest that I speak with my property management company or my financial institution. I have already done so. XXXX XXXX XXXX has confirmed that the refund was never received, and they have specifically stated that XXXX XXXX has not returned the duplicate payment. 

Therefore, I am formally requesting that XXXX XXXX provide clear documentation or transaction reports confirming that the duplicate payment in question was returned to XXXX XXXX XXXX or otherwise credited to my account. A general denial without verifiable documentation is unacceptable under federal consumer protection laws. 

Please note the following : Under the Electronic Fund Transfer Act ( XXXX ) and Regulation XXXX, financial institutions are required to investigate and resolve unauthorized or erroneous electronic transactions in a timely manner, typically within 45 days of receiving notice from the consumer. ( XXXX ) In the case of duplicate or unauthorized debits, the burden of proof lies with the financial institution to demonstrate that the transaction was authorized or that no error occurred. 
The Fair Credit Billing Act ( FCBA ) and related consumer protection standards mandate clear, written communication regarding disputed charges and expect full documentation of investigations and resolutions. 
XXXX XXXX refusal to provide such documentationand its continued attempt to redirect the matter without proof of refundconstitutes a failure to meet these legal obligations. 

In light of this, I respectfully request the following : A copy of the transaction report or any record showing that the duplicate payment of {$280.00} was returned or credited to XXXX XXXX XXXX ; A formal statement indicating the destination of the funds ; A reassessment of this matter with proper consumer protections in mind. 
If no such documentation can be provided, I will have no choice but to escalate this matter further with the Consumer Financial Protection Bureau ( CFPB ) and consider additional legal steps. 

Thank you for your prompt attention. I look forward to a timely and thorough response. 

Sincerely, XXXX XXXX XXXX

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation