(Customer Assistance Programme)
(Customer Assistance Programme)
For those who were financially impacted by the COVID-19 pandemic.
Last updated: 30/06/20
Let us help guide you.
During this period, we understand that many of our customers and their families may experience challenges, whether making repayments on mortgages or with cash flow and beyond.
We’re committed to working with you to help provide relief due to financial stress caused by COVID-19.
Loan relief for Personal Banking/Retail Customers
Our Customer Assistance Program was designed to help if you were impacted by COVID-19. Our initial payment deferral options have now come to an end. If you are able to continue or resume your regular payments, we encourage you to do so to reduce your debt.
As a reminder, while the deferral meant that you did not need to make monthly payments during the deferral period, interest was calculated as normal. Please note, the deferred interest is not being added to your loan balance i.e. there is no interest on interest.
The deferred interest amount and any insurance premium, if applicable (the "Deferred Amount") is due before your loan ends
For customers in good standing, Loan payments were automatically deferred for 3 months. This 3 months expired in June 2020, with your regular payments due from July 2020. Automatic payment deductions were reinstated by the Bank, there was no need to contact us.
Minimum payment requirements on Credit Cards were automatically waived for 3 months for all qualifying customers, ending on June 30, 2020. Your minimum payment requirements resumed from July 1, 2020, with due dates depending on your billing cycle. There was no need to contact us, simply resume your payments.
You were also offered the option to request a deferral on your Mortgage (principal, interest, insurance premium, if applicable) for 3 months. At the end of this period your payment requirements resumed. Automatic payment deductions were reinstated by the Bank, there was no need to contact us.
If you continue to be financially impacted by the pandemic and are unable to resume your payments, please contact us at (246) 426-7000.
Here’s how you can repay the Deferred Amount:
If your loan ends before Dec 31, 2022, you'll need to repay via lump sum on or before the end date of your loan.
For loans ending after Dec 31, 2022, here are your options:
Make a lump sum payment on or before Dec 30th, 2020.
A temporary adjustment will be made to your monthly payment amount, from Jan 2021 to Dec 2022.
This means that your regular monthly payment amount will be increased to include the Deferred Amount, which will be divided evenly over these 24 months. This will help you pay off the Deferred Amount in smaller sums, versus paying the lump sum amount. There is no increase to your total loan amount; only your monthly payment will change.
If your loan ends before December 31, 2022, feel free to contact (246) 426‑7000 for details.
If your loan ends after December 31, 2022, by the end of November, you will receive an email stating the amount that's due.
Should you continue to be impacted by the pandemic and have any questions about your loan, please call (246) 426‑7000.
Your safety is our top priority. Please continue to Bank@Home and stay safe.