First Financial Bank, NA

First and most importantly, I want to thank you for taking the time to reach out to First Financial Bank ("FFB") about your concernsYour feedback gives us the opportunity to explore our relationship with you, and your challenge with bridge loan that we provided to youYour input will help us learn how to be more effective in serving all of our clients.Your letter states that you applied for a bridge loan with First Financial Bank on March 29, Your letter further states that closing of this did not meet your desired timeline resulting in a delay in being able to purchase your new home.Our records show that that you visited our Creekview Banking Center on March 28, inquiring about an unsecured personal loanAfter discussing loan options witht he Banking Center Manager ("BCM"), it was determined a bridge loan was the best optionThe BCM however could not guarantee that FFB would close by the date the funds were needed, which was April 15th, The BCM said we would do our best to achieve this closing date.On March 29, 2016, you brought the necessary information into the banking center to start the applicationThe BCM mentioned at this time that we would do our best to meet the April 15, deadline you neededOn March 30, 2016, your credit was frozen.The BCM contacted you to remove the credit freeze which you were able to doOn April 1, 2016, you came into the banking center and signed the 'Intent to Proceed', at which time we ordered the vendor work.On Friday, April 8, 2016, FFB's Underwriting Department reviewed the information supplied by you along with the vendor work, including the appraisal, and FFB gave the loan 'Final Approval' status on Wednesday, April 13, 2016.On Thursday, April 14, 2016, you came into the banking center to sign the Final Closing DisclosuresOnce signed, there is a required day waiting period before FFB can proceed with closing the loan.On Monday, April 18, 2016, the required day waiting period expired and the loan closing documents were sent to you electronically to close the loanWe received the electronic copy of the signed loan closing documents backOnce we received the loan closing documents back, there is a required day right of recession period before we can release the funds, which was communicated to you during the process.On Friday, April 22, 2016, the recession period expired and our Loan Operations Department conducted their post review of the loan documents before releasing the fundsDuring the post review, the Loan Operations Department noted some documents had missing signatures and new documents were sent back to us and we contacted you to obtain the correct loan documentsWhen the loan documents were resent to us, there were pages were missing from the packageWe did receive the completed loan document package from you on Friday afternoon, and we initiated the wire transfer of $300,at 4:P.M.As a bank, we strive to deliver high-quality service to all of our clientsWe apologize for the inconvenience and concern this situation caused you.If you have any questions on this matter, please feel free to contact me directly at (812) 314-or you may contact our Client Service Center at (877) 322-Thank you again for bringing this matter to our attentionWe appreciate your interest in letting us know how we might better serve our clients and look forward to better serving you on your path to success.Sincerely,Todd T [redacted] Market PresidentFirst Financial Bank

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I reject the response from First Financial, as they did not address or attempt to resolve the issues listed in my original complaint.  I still request full reimbursement of $3075.   Misrepresentation – When I originally inquired about the loan on March 28, Mr. O[redacted] led me to believe two weeks was sufficient time to process and fund this loan.  I am 76 years old, and I believe people are truthful when they tell me something.  Had Mr. O[redacted] told me that two weeks was not sufficient time, I would not have moved forward with this loan.  However, on April 28, Mr. B[redacted] indicated that completing and funding a loan in the three weeks that had passed to actually complete and fund the loan was basically a miracle.  Mr. O[redacted] should have known and communicated to me from the beginning that two weeks was insufficient.  Instead, he led me to believe it was possible and misrepresented the reality.   Gross Negligence – Mr. O[redacted] did not take the appropriate steps to ensure the loan was completed in the time frame required.  He left for vacation without communicating and without passing the file to a coworker for completion.   When I had heard no communication from Mr. O[redacted], I tried to contact him on April 7 and April 8, and again on April 11 and 12 to find out if I should reschedule the movers.  But I was unable to reach him or anyone else to help me.  When I finally when to the bank in person, I learned that he was on vacation.  He never contacted me to let me know that he was going to be out of his office or that the loan would not be available by April 15. All my paperwork was locked up in his office and no one could contact Mr. O[redacted] during that time so I assumed everything was on schedule to meet the April 15 deadline.  I would have thought that he would have turned my paperwork over to a colleague while he was on vacation in case I had any questions but he did not. Or that he would have left a number where he could be reached in case of any emergency but he did not do that either. I tried contacting him on his personal cell phone but he never responded to my texts or calls. He knew I was very anxious about the loan so I assumed everything was in place for the April 15 when the movers were scheduled to begin packing my furniture for delivery to my new home in Tennessee.   Lack of care/customer service in dealing with a Senior Citizen – First Financial Bank and its representatives did not treat me, a 76-year-old widow, fairly and with appropriate customer service and care.  They took advantage of my age and lack of knowledge regarding loans and banking.  I believed and trusted Mr. O[redacted] and First Financial to take care of my needs and to treat me fairly.  However, their lack of service and communication brought great hardship to me.  Not only did it cause me undue stress, but my limited retirement funds were depleted by $3075 due to their poor business dealings.  I will never be able to get that money back.
Regards,
[redacted]

First and most importantly, I want to thank you for taking the time to reach out to First Financial Bank ("FFB") about your concerns. Your feedback gives us the opportunity to explore our relationship with you, and your challenge with bridge loan that we provided to you. Your input will help us...

learn how to be more effective in serving all of our clients.Your letter states that you applied for a bridge loan with First Financial Bank on March 29, 2016. Your letter further states that closing of this did not meet your desired timeline resulting in a delay in being able to purchase your new home.Our records show that that you visited our Creekview Banking Center on March 28, 2016 inquiring about an unsecured personal loan. After discussing loan options witht he Banking Center Manager ("BCM"), it was determined a bridge loan was the best option. The BCM however could not guarantee that FFB would close by the date the funds were needed, which was April 15th, 2016. The BCM said we would do our best to achieve this closing date.On March 29, 2016, you brought the necessary information into the banking center to start the application. The BCM mentioned at this time that we would do our best to meet the April 15, 2016 deadline you needed. On March 30, 2016, your credit was frozen.The BCM contacted you to remove the credit freeze which you were able to do. On April 1, 2016, you came into the banking center and signed the 'Intent to Proceed', at which time we ordered the vendor work.On Friday, April 8, 2016, FFB's Underwriting Department reviewed the information supplied by you along with the vendor work, including the appraisal, and FFB gave the loan 'Final Approval' status on Wednesday, April 13, 2016.On Thursday, April 14, 2016, you came into the banking center to sign the Final Closing Disclosures. Once signed, there is a required 3 day waiting period before FFB can proceed with closing the loan.On Monday, April 18, 2016, the required 3 day waiting period expired and the loan closing documents were sent to you electronically to close the loan. We received the electronic copy of the signed loan closing documents back. Once we received the loan closing documents back, there is a required 3 day right of recession period before we can release the funds, which was communicated to you during the process.On Friday, April 22, 2016, the recession period expired and our Loan Operations Department conducted their post review of the loan documents before releasing the funds. During the post review, the Loan Operations Department noted some documents had missing signatures and new documents were sent back to us and we contacted you to obtain the correct loan documents. When the loan documents were resent to us, there were pages were missing from the package. We did receive the completed loan document package from you on Friday afternoon, and we initiated the wire transfer of $300,000 at 4:00 P.M.As a bank, we strive to deliver high-quality service to all of our clients. We apologize for the inconvenience and concern this situation caused you.If you have any questions on this matter, please feel free to contact me directly at (812) 314-8945 or you may contact our Client Service Center at (877) 322-9530. Thank you again for bringing this matter to our attention. We appreciate your interest in letting us know how we might better serve our clients and look forward to better serving you on your path to success.Sincerely,Todd T[redacted]Market PresidentFirst Financial Bank