Consumer complaint received 2020-04-22
Company: FIRST FINANCIAL BANCORP
State: OH
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
On XX/XX/2020, I review my banks website and found the attached copy of their website stating that Mortgage and Home Equity Loan Payment Deferral Program you may defer payments up to 90 days without credit bureau impact and late fees will be waived during the deferral period. 

On XX/XX/2020, I contacted First Financial Bank using their online contact form for Covid 19 Hardship Relief. https : XXXX? XXXX On XX/XX/2020 I had not heard from the bank. On XX/XX/2020, I re entered the information on the Covid 19 Hardship Relief form and resubmitted it. 

On XX/XX/2020 I received the attached response that First Financial Bank had received my request. It suggested that due to high usage volume they would be getting back to me as soon as possible. 

It further stated that If you have a payment due the first week of XXXX, we are still able to apply the relief program to your XXXX payment. 

XXXX first came and went with no response from First Financial Bank. I blocked the ACH Mortgage Payment transaction from my bank. First Financial Bank took the money out of my account and was forced by the block to return the funds. 

On XX/XX/2020, I received a call from XXXX XXXX, with First Financial Bank. We spent the next week trying to get their Hardship Relief Application filled out and submitted securely. The secure system failed to function for four to five days. Finally they had to get one of their IT Specialists involved to set up and account and issue a password to allow me access to the system. This application was completed and submitted on XX/XX/2020. 

On XX/XX/2020 I received the attached letter from XX/XX/2020, that my account was XXXX XXXX and I had been assessed a late fee of {$91.00}. 


On XX/XX/2020, I spoke with XXXX, ( XXXX ) XXXX XXXX, at First Financial Bank. XXXX explained to me that I could enter into a Forbearance Agreement. I would be listed as past due with a credit report to the credit agencies of current, with a disaster related delinquency note. All of which would stay in place until such time as I paid all amounts in arearage. 

At this point it is clear to me that First Financial Bank has falsely advertised and fraudulently advertised their banks services to the public at large and me specifically. 

They have no qualifications on their website as to filling out forms or being approved for the 90 - day deferment. The clearly state that not reporting to the credit reporting agencies will be made. They make no mention of a requirement to enter into a Forbearance Agreement. 

They have not deferred my payment for 90 days. 

They have charged me a late fee when it clearly states that they would not. 

I will be monitoring my credit scores to see if they in any way negatively report, but since they have failed to preform in all other aspects, I can only assume that they will fail in this aspect as well. 

I would appreciate it if you would launch an investigation of this entity for their false promises to the public and to me. They are purporting to the public that they are available to help, but are more about helping themselves by advertising their willingness to provide services for which they are clearly unable to provide as stated.

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