You are our #1 Priority.

Our Commitment to You:

At FirstBank, the health and safety of our customers, employees and communities is first and foremost in our thoughts. We also understand that the economic disruption caused by COVID-19 may impact you financially.

One of your financial challenges may include your ability to make your mortgage payment. We are here to help. We want to make sure that you understand available assistance options, how to apply and how the assistance will impact you going forward. We are committed to making this plan available and easy to understand for all of our borrowers affected by the pandemic.

Rest assured, we are on top of this very fluid situation and are committed to keeping you informed every step of the way.

If you can, it is best to continue to make your scheduled mortgage payments.

If you have been impacted by COVID-19 directly or indirectly because of illness, loss of income or employment and believe you will have difficulty making your payment, you may qualify for the assistance plan. Read the additional FAQ's in this section to learn about the plan.

1. For homeowners who qualify, our assistance plan, known as "forbearance" is designed for those affected by the pandemic.

2. If you qualify for forbearance, you can pause your mortgage payments for an initial 3 months.

3. We will not charge late fees during the forbearance period.

4. During the forbearance period, any payments that are paused during forbearance won't be reported late to the credit bureaus.

5. During the forbearance period, you are not required to make a payment but, if you are able, you can make a payment or even a partial payment.

Before the end of the initial 3 months, we will work with you to evaluate your individual situation and help determine your best next step.

To explain further, forbearance does not waive or forgive the payments. In other words, the payments that were not made during the forbearance period will have to be made. We realize that most people will not have the funds to immediately pay the 3 months of paused payments. Depending upon your situation, it could be that you may need to extend the forbearance OR you may be ready to resume making your payments.

If you are ready to resume payments, we have options to help you catch up on the payments not made during forbearance:

1. Repayment plan — Over a set number of months, an extra amount will be added to your regular mortgage payment to cover the amount you owe from the forbearance.

2. Loan modification — We will work with you on a loan modification. This may include an extension at the end of your loan giving you additional months to pay the forbearance amount.

3. Lump Sum Payment — If you are able, the simplest thing to do is make a lump sum payment and pay off the whole amount you owe. We understand this is not a solution for most people so options 1 or 2 may be more realistic.

Note: We strongly suggest you do not stop making your mortgage payments until you've been approved for a forbearance plan. If you foresee any difficulty in making your mortgage payment, the first step is to contact us.

You have several options available to you to make your payments more manageable, to obtain additional information you can:

1. Call our Customer Care Team at 1-855-354-3471.

2. Log in to your FirstBank account to download and print the Request for Mortgage Assistance (RMA) from the Document Center/General Forms section. Please send it in to us at the below address or fax number.

P.O. Box 636005
Littleton, CO 80163-6005

Fax: 1-720-241-7218

You may qualify for the pandemic forbearance plan if you have a federally backed loan (Fannie Mae, Freddie Mac, FHA, VA, USDA) and COVID-19 has impacted your ability to make your mortgage payment. Your property must fall into one of the following:

• Single-family residence

• 1-4 family residence

• Individual unit of a condominium or cooperative

You can count on FirstBank to follow the established Fannie Mae, Freddie Mac, FHA, VA and USDA guidelines and to stay up-to-date on newly issued guidance as it is provided.

Keep in mind, if you do not have this type of loan, you may still qualify for a forbearance or other relief option depending upon programs offered by your loan investor programs.

• Within 2 business days, if approved, you will receive an automated phone message with a "Confirmation for Approval". We do need your consent to contact you by phone.

• If approved, within the next 7-10 days you will receive a written confirmation of the forbearance by regular mail.

• If, for some reason, we have questions regarding the application and the application is not advancing through our process, we will contact you within 48 hours to discuss additional options.

• We recommend that during the forbearance period you stay in contact with us so we are aware of any change in your situation. The contact can be done through the message center on your online account.

We will report your account status as "current" during the forbearance period, regardless of the status of the account prior to the forbearance.

During the forbearance review and until the account is approved for a forbearance program, we are required to report payments as they have been received. If you are able, we recommend continuing to make your monthly mortgage payments until your account is determined to be eligible for forbearance.

Once the forbearance period ends, we are required to report to the credit agencies the account status.

If you enter into a trial plan or a permanent modification, we will report that information to the credit bureaus and the account will report as current.

It is critical for you to contact us prior to the end of the forbearance period. If at the end of the forbearance period, the account has unpaid payments and you have not entered into a trial payment plan or a modification, the account will report as delinquent.

We want to assist homeowners to take this situation one step at a time. Since all paused payments will need to be repaid at the end of the forbearance, we want to actively work with our customers to evaluate their situation as time moves forward in order to avoid any unnecessary financial burden. All eligible homeowners are able to extend the forbearance up to 12 months just as the Cares Act allows, if the homeowner needs the additional time.

Yes. The forbearance plan is available to all affected homeowners, including those who were delinquent prior to the pandemic. Your delinquency may, however, impact the options that may be available to you at the end of your forbearance plan.

Yes. If you opt for the forbearance plan, any other plan you're on will be cancelled. You may reapply at the end of your forbearance, but we cannot guarantee you'll be approved.

If you or a co-borrower on the loan is currently a Debtor in an active bankruptcy case, we may need to obtain Bankruptcy Court approval of your forbearance plan.

We will automatically cancel your AutoPay. If you see that your AutoPay is not cancelled, however, you should take steps to cancel it.

Note: If you use online bill pay through your bank, please be sure to cancel or suspend payments to FirstBank while on the forbearance plan.

Yes. We are legally required to send you a billing statement showing the amount due every billing period. While the statement will still show the contractual amount due, your forbearance plan will be referenced.

Yes. You can cancel your forbearance plan at any time. Just remember that when the forbearance plan ends, all payments missed during the forbearance plan will be due.

If your financial situation changes during your forbearance, please contact us immediately to reassess your circumstances and discuss alternatives.

The forbearance plan may be a great option if you need temporary relief from your mortgage payments due to the pandemic; however, we encourage you to speak with your financial advisor or attorney before making this decision.

If your account is escrowed for taxes or insurance, we will continue to make those payments even if there are insufficient funds in your escrow account.

At the end of the forbearance period and you enter into a loan modification, the escrow shortage will be spread over 60 months to minimize impact to the modified payment.

During the forbearance period, you are not required to make any payments.

If at the end of the forbearance period, you enter into a loan modification, any shortage in your escrow account will be spread over 60 months. Spreading the shortage over 60 months helps minimize the impact to the modified payment. However, during forbearance, if you would like to pay an amount specifically towards your escrow account, you may do so online or by mail. Please indicate that the funds are to be used towards your escrow account.