Dear [redacted] ,This email is in response to the complaint that was submitted on 9/ 4/and assigned an ID of [redacted] .1- Pioneer Federal Credit Union does disclose their cashier's check fee in their service charges andfeesPioneer's service charges and fees can be found on Pioneer's website and all our brancheshave a copy of the service charges and fees for members.Pioneer believes strongly in protecting their members and wouldn't encourage any of ourmanagers to not waive the fee and suggest that the member take a large amount of cash out ofthe branchThe fact that this complaint states that a substitute manager made this decisionindicates that it was not a manager that Mr [redacted] spoke with and the employee may nothave felt like they had the authority to waive the feeIf Mr [redacted] was charged the $5.00fee Pioneer would be happy to refund the fee to his account.Depending on the amount of cash that Mr [redacted] was planning to withdraw woulddetermine if the branch would have to do a special cash orderSpecial cash orders areaddressed in our Member Service Agreement that is given to all members at account opening.2- Pioneer agrees with Mr [redacted] 's comment about the thermal paper and Pioneer is in themiddle of implementing a new Term Share Certificate receipt that is printed on paper with ink.Pioneer does currently have the ability to print the Term Share Certificate on paper with ink ifrequested.3- Mr [redacted] is misinformed about the Annual Percentage Yield (APY) on Pioneer's term sharecertificatesPioneer's Board of Directors do determine our rates but a term certificate has afixed APY that is disclosed on the day the Term Share Certificate is purchased and remains thatrate for the life of the term share certificateOur Term Share Certificate rates are subjected tochange as a result of the Board of Directors but this only changes rates going forward anddoesn't change any already purchased Term Share Certificateshope this addresses all of Mr [redacted] 's concerns.Sincerely,Tracy N [redacted] Vice President of Branch OperationsPioneer Federal Credit UnionWrd S.Mountain Home, ID 83647208-580-
RevDex.com:I have reviewed the response that has been made by the business in reference to complaint ID [redacted] , (Pioneer Federal Credit Union) and have determined that this does not resolve the latter component of my complaint regarding sending another offer via mail of the same pre-qualification offer after giving out my information. The company should not have- in good faith- made this second attempt at any business relationship after having all the information that they needed at their disposal in order to make a decision. I understand the explanation of the process that the company has to go through, but this is not in any way ok. You have lost my future business because of this action.Best Regards, [redacted]
Revdex.com:I have reviewed the response that has been made by the business in reference to complaint ID [redacted], (Pioneer Federal Credit Union) and have determined that this does not resolve the latter component of my complaint regarding sending another offer via mail of the same pre-qualification offer after giving out my information. The company should not have- in good faith- made this second attempt at any business relationship after having all the information that they needed at their disposal in order to make a decision. I understand the explanation of the process that the company has to go through, but this is not in any way ok. You have lost my future business because of this action.Best Regards,[redacted]
Re: Response to Complain ID [redacted])I am in receipt of the complaint from Mr. [redacted] with regards to a pre-qualification offer to refinance of his autoloan. Without disclosing any details specific to Mr. [redacted], I can explain how the program works in terms of howwe pre-qualify someone...
and what criteria we do not have access to at the time of the pre-qualification that canaffect the final decision.The pre-qualification is based on the.screeoing of data about consumers by the credit reporting agencies, basedon credit-related criteria that we establish (minimum credit score, past use of credit, no request to opt-out, etc.).In accordance with federal law, anyone who meets these requirements is sent an offer of pre-qualification. Thisdoes not involve pulling a credit report and has no effect on their credit standing. What we do not have access toat that time that ultimately determines the approval are items not available to the agencies such as job time,income and vehicle information. These are all key factors in determining a final loan decision.The statements provided with regards to final approval meet all federal and state regulations with regards to thistype of offer, and I disagree that they are deceptive or give the impression of a different outcome. And, again, inno way does this offer harm the credit standing of the consumer.The original pre-screen notice states: "You received this offer because you satisfied certain credit union criteria forcreditworthiness as of the date of the credit bureau information. If you respond to this offer but do not meet thecriteria for Joan/line pre-qualification at the time of your application or if you do not provide the required vehiclecollateral, we may not be able to extend credit to you." The second letter was similarly worded and simplycrossed in the mail with the first.Our intent is to create a win-win for ourselves (increased business for the Credit Union) and the consumer (alower rate on an existing loan). If the consumer does not want to be included In this type of offer from us oranyone else, we provide contact information for the credit reporting agencies that allows them to opt out from allfuture offers.Please let me know if there is any additional information I can provide.Respectfully yours,Richard S[redacted]Vice President of Lending
Dear [redacted],This email is in response to the complaint that was submitted on 9/ 4/2015 and assigned an ID of[redacted].1- Pioneer Federal Credit Union does disclose their cashier's check fee in their service charges andfees. Pioneer's service charges and fees can be found on Pioneer's website...
and all our brancheshave a copy of the service charges and fees for members.Pioneer believes strongly in protecting their members and wouldn't encourage any of ourmanagers to not waive the fee and suggest that the member take a large amount of cash out ofthe branch. The fact that this complaint states that a substitute manager made this decisionindicates that it was not a manager that Mr. [redacted] spoke with and the employee may nothave felt like they had the authority to waive the fee. If Mr. [redacted] was charged the $5.00fee Pioneer would be happy to refund the fee to his account.Depending on the amount of cash that Mr. [redacted] was planning to withdraw woulddetermine if the branch would have to do a special cash order. Special cash orders areaddressed in our Member Service Agreement that is given to all members at account opening.2- Pioneer agrees with Mr. [redacted]'s comment about the thermal paper and Pioneer is in themiddle of implementing a new Term Share Certificate receipt that is printed on paper with ink.Pioneer does currently have the ability to print the Term Share Certificate on paper with ink ifrequested.3- Mr. [redacted] is misinformed about the Annual Percentage Yield (APY) on Pioneer's term sharecertificates. Pioneer's Board of Directors do determine our rates but a term certificate has afixed APY that is disclosed on the day the Term Share Certificate is purchased and remains thatrate for the life of the term share certificate. Our Term Share Certificate rates are subjected tochange as a result of the Board of Directors but this only changes rates going forward anddoesn't change any already purchased Term Share Certificates.1 hope this addresses all of Mr. [redacted]'s concerns.Sincerely,Tracy N[redacted]Vice President of Branch OperationsPioneer Federal Credit Union250 W. 3 rd S.Mountain Home, ID 83647208-580-5635
Dear [redacted] ,This email is in response to the complaint that was submitted on 9/ 4/and assigned an ID of [redacted] .1- Pioneer Federal Credit Union does disclose their cashier's check fee in their service charges andfeesPioneer's service charges and fees can be found on Pioneer's website and all our brancheshave a copy of the service charges and fees for members.Pioneer believes strongly in protecting their members and wouldn't encourage any of ourmanagers to not waive the fee and suggest that the member take a large amount of cash out ofthe branchThe fact that this complaint states that a substitute manager made this decisionindicates that it was not a manager that Mr [redacted] spoke with and the employee may nothave felt like they had the authority to waive the feeIf Mr [redacted] was charged the $5.00fee Pioneer would be happy to refund the fee to his account.Depending on the amount of cash that Mr [redacted] was planning to withdraw woulddetermine if the branch would have to do a special cash orderSpecial cash orders areaddressed in our Member Service Agreement that is given to all members at account opening.2- Pioneer agrees with Mr [redacted] 's comment about the thermal paper and Pioneer is in themiddle of implementing a new Term Share Certificate receipt that is printed on paper with ink.Pioneer does currently have the ability to print the Term Share Certificate on paper with ink ifrequested.3- Mr [redacted] is misinformed about the Annual Percentage Yield (APY) on Pioneer's term sharecertificatesPioneer's Board of Directors do determine our rates but a term certificate has afixed APY that is disclosed on the day the Term Share Certificate is purchased and remains thatrate for the life of the term share certificateOur Term Share Certificate rates are subjected tochange as a result of the Board of Directors but this only changes rates going forward anddoesn't change any already purchased Term Share Certificateshope this addresses all of Mr [redacted] 's concerns.Sincerely,Tracy N [redacted] Vice President of Branch OperationsPioneer Federal Credit UnionWrd S.Mountain Home, ID 83647208-580-
RevDex.com:I have reviewed the response that has been made by the business in reference to complaint ID [redacted] , (Pioneer Federal Credit Union) and have determined that this does not resolve the latter component of my complaint regarding sending another offer via mail of the same pre-qualification offer after giving out my information. The company should not have- in good faith- made this second attempt at any business relationship after having all the information that they needed at their disposal in order to make a decision. I understand the explanation of the process that the company has to go through, but this is not in any way ok. You have lost my future business because of this action.Best Regards, [redacted]
Revdex.com:I have reviewed the response that has been made by the business in reference to complaint ID [redacted], (Pioneer Federal Credit Union) and have determined that this does not resolve the latter component of my complaint regarding sending another offer via mail of the same pre-qualification offer after giving out my information. The company should not have- in good faith- made this second attempt at any business relationship after having all the information that they needed at their disposal in order to make a decision. I understand the explanation of the process that the company has to go through, but this is not in any way ok. You have lost my future business because of this action.Best Regards,[redacted]
Re: Response to Complain ID [redacted])I am in receipt of the complaint from Mr. [redacted] with regards to a pre-qualification offer to refinance of his autoloan. Without disclosing any details specific to Mr. [redacted], I can explain how the program works in terms of howwe pre-qualify someone...
and what criteria we do not have access to at the time of the pre-qualification that canaffect the final decision.The pre-qualification is based on the.screeoing of data about consumers by the credit reporting agencies, basedon credit-related criteria that we establish (minimum credit score, past use of credit, no request to opt-out, etc.).In accordance with federal law, anyone who meets these requirements is sent an offer of pre-qualification. Thisdoes not involve pulling a credit report and has no effect on their credit standing. What we do not have access toat that time that ultimately determines the approval are items not available to the agencies such as job time,income and vehicle information. These are all key factors in determining a final loan decision.The statements provided with regards to final approval meet all federal and state regulations with regards to thistype of offer, and I disagree that they are deceptive or give the impression of a different outcome. And, again, inno way does this offer harm the credit standing of the consumer.The original pre-screen notice states: "You received this offer because you satisfied certain credit union criteria forcreditworthiness as of the date of the credit bureau information. If you respond to this offer but do not meet thecriteria for Joan/line pre-qualification at the time of your application or if you do not provide the required vehiclecollateral, we may not be able to extend credit to you." The second letter was similarly worded and simplycrossed in the mail with the first.Our intent is to create a win-win for ourselves (increased business for the Credit Union) and the consumer (alower rate on an existing loan). If the consumer does not want to be included In this type of offer from us oranyone else, we provide contact information for the credit reporting agencies that allows them to opt out from allfuture offers.Please let me know if there is any additional information I can provide.Respectfully yours,Richard S[redacted]Vice President of Lending
Dear [redacted],This email is in response to the complaint that was submitted on 9/ 4/2015 and assigned an ID of[redacted].1- Pioneer Federal Credit Union does disclose their cashier's check fee in their service charges andfees. Pioneer's service charges and fees can be found on Pioneer's website...
and all our brancheshave a copy of the service charges and fees for members.Pioneer believes strongly in protecting their members and wouldn't encourage any of ourmanagers to not waive the fee and suggest that the member take a large amount of cash out ofthe branch. The fact that this complaint states that a substitute manager made this decisionindicates that it was not a manager that Mr. [redacted] spoke with and the employee may nothave felt like they had the authority to waive the fee. If Mr. [redacted] was charged the $5.00fee Pioneer would be happy to refund the fee to his account.Depending on the amount of cash that Mr. [redacted] was planning to withdraw woulddetermine if the branch would have to do a special cash order. Special cash orders areaddressed in our Member Service Agreement that is given to all members at account opening.2- Pioneer agrees with Mr. [redacted]'s comment about the thermal paper and Pioneer is in themiddle of implementing a new Term Share Certificate receipt that is printed on paper with ink.Pioneer does currently have the ability to print the Term Share Certificate on paper with ink ifrequested.3- Mr. [redacted] is misinformed about the Annual Percentage Yield (APY) on Pioneer's term sharecertificates. Pioneer's Board of Directors do determine our rates but a term certificate has afixed APY that is disclosed on the day the Term Share Certificate is purchased and remains thatrate for the life of the term share certificate. Our Term Share Certificate rates are subjected tochange as a result of the Board of Directors but this only changes rates going forward anddoesn't change any already purchased Term Share Certificates.1 hope this addresses all of Mr. [redacted]'s concerns.Sincerely,Tracy N[redacted]Vice President of Branch OperationsPioneer Federal Credit Union250 W. 3 rd S.Mountain Home, ID 83647208-580-5635