Pioneer Services, A Division of MidCountry Bank

Revdex.com of Greater Kansas City RE: Complaint ID [redacted] To Whom It May Concern, This letter is in response to the rejection response received for the above referenced ID number On December, Collections manager, Zach [redacted] spoke with Mr [redacted] regarding his account and explained why the account does not qualify under the Soldiers and Sailors Civil Rate Act (“SSCRA”)Mr [redacted] additionally discussed the payment history and how the payments are appliedMr [redacted] indicated he would do additional research on the SSCRA, and that he was overall satisfied with our response Should Mr [redacted] have any additional questions or concerns regarding his account, we invite him to contact Mr [redacted] directly at ###-###-#### Sincerely, Customer Resolution Team

June Revdex.com of Greater Kansas City RE: Complaint ID [redacted] To Whom It May Concern, This letter is in response to the above referenced complaint filed by Mr [redacted] on May Pioneer Services, a Division of MidCountry Bank (the “Company”), strives for the best in customer satisfaction and appreciates the opportunity to assist Mr [redacted] with his concerns Upon receipt of the complaint, the Company completed a thorough review of Mr***’ accounts, the personal help loan and the retail finance loan for Easy Military Travel (“EMT”)Our records show the Company did not receive allotment payment for the personal loan and that Mr [redacted] settled the account with the Company in August of 2013; however, the information was not captured in the Company’s account servicing system, which resulted in a charge offThe Company has since corrected the account status, and requested the consumer reporting agencies (“CRAs”) to update their records to reflect the account as “Paid in Full – For Less Than the Balance.” The Company has sent Mr [redacted] a letter showing the account is “Settled in Full” for his records Mr [redacted] purchased the Debt Protection benefit on his personal loanBecause the account was Settled in Full on August 2013, prior to his separation from the military on August 2014, the Debt Protection benefit was not availableThe EMT loan does not have the Debt Protection benefit Regarding the Automatic Clearing House (“ACH”) drafts for Mr***’ EMT loan, our records show that on April 2014, Mr [redacted] provided the Company verbal authorization to increase the monthly ACH drafts to $starting on April Several of the payments were returned thereafter due to insufficient fundsThese payments were then represented to Mr***’ bank under National Automated Clearing House Association (“NACHA”) rule which states “[a]ny returned payment, ACH or check, can be represented two (2) times for payment to a bank within days.” The Company regularly monitors collection phone callsOur records indicate that the calls placed to Mr***’ relatives were properly made under the Fair Debt Collection Practices Act (“FDCPA”) in an attempt to relay a message to Mr***Company representatives did not disclose contractual information to third parties The Company has not taken legal action against Mr [redacted] and any court papers or legal summons Mr [redacted] received were not sent from the Company If Mr [redacted] has any questions regarding the information contained in this letter, we invite him to contact Director of Collections, [redacted] at ###-###-####

June Revdex.com of Greater Kansas City RE: Complaint ID [redacted] To Whom It May Concern: This letter is in response to the above referenced complaint ID filed by [redacted] on July Pioneer Services, a Division of MidCountry Bank (the “Company”), strives for the best in customer satisfaction and appreciates the opportunity to respond On June 2015, the Company drafted the minimum payment via [redacted] (“ACH”) from Ms***’ checking accountThe pay-off quote Ms***’ received that day, $2,977.42, reflected the drafted paymentOn July 2015, the ACH payment was returned to the Company unpaidOn July 2015, the Company received a check for $2,977.42; however, due to the returned payment, the check amount was insufficient to satisfy the balance owed On July 2015, Collections Team Lead, Mike [redacted] spoke with Ms [redacted] explaining how the balance was calculatedMr [redacted] and Ms [redacted] have reached a mutually beneficial arrangement to satisfy the account If Ms [redacted] has additional questions or concerns, the Company invites her to contact Mr [redacted] directly at ###-###-#### Sincerely, Customer Resolution Department Pioneer Services A Division of MidCountry Bank

August 15, Revdex.com of Greater Kansas City RE: Complaint ID [redacted] To Whom It May Concern, Pioneer Services, a Division of MidCountry Bank has received your correspondence for the above-referenced ID numberDuring the last years, we have prided ourselves on providing the highest quality of service for our military customersOur goal is to provide financial freedom for our customers through responsible lending and our free award winning financial education programs Upon receipt of the complaint, our lending specialist, Bridget H***, contacted Mr [redacted] directly to explain the reason for our decisionShe also provided additional details regarding the credit rating being reported by the credit reporting agenciesWe understand that Mr [redacted] remains dissatisfied with our decision, however, we stand by our responsible lending guidelines and therefore we are unable to approve the requested refinance Mr [redacted] has been advised that should he obtain financing from another lending company, he is welcome to pay off his account without assessing a pre-payment penalty In regards to the interest rate and maturity date on the account, this information and additional loan offers were provided to Mr [redacted] before he agreed to the terms of the accountOur loans are governed by Nevada Lending Laws, and we voluntarily comply with the Military Lending Act of We also offer a 15-day money back guarantee for all loans We trust that our response is sufficient to close out the complaint, however, should Mr [redacted] request additional information or credit counseling, we invite him to contact MsH [redacted] directly at ###-###-#### Sincerely, Customer Resolution Team

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

April 2017Revdex.com of Greater Kansas CityComplaint ID: [redacted] To Whom It May Concern,This letter is in response to the above-referenced complaint ID filed by [redacted] against Pioneer Services, a Division of MidCountry Bank (the “Company”)The Company strives for the best in customer satisfaction and appreciates the opportunity to respond to Mr [redacted] ’s concerns.Upon receipt of the complaint, the Company completed a thorough review of Mr [redacted] ’s accountsThe records show that the payment arrangements were updated per Mr [redacted] ’s request; however, the updates were made to the account that was paid in full through the refinance.The Fort Carson Office Manager, [redacted] ***, contacted Mr [redacted] directly to provide an explanation in regard to the updates made on the accountMr [redacted] advised that he understood the issue and no longer had any concernsThe payment that drafted from Mr [redacted] ’s checking account on the first (1st) of April was refunded and the on-going payments have been sfor the correct account per Mr [redacted] ’s request.The Company trusts the information contained in this letter is sufficient to close Mr [redacted] ’s complaintIf Mr [redacted] has any additional concerns, the Company invites him to contact Mr [redacted] directly at ###-###-####.Sincerely,Customer ResolutionPioneer ServicesA Division of MidCountry Bank

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because: Never received a debt validation letter from themI'm requesting Pioneer Services send me a copy of my of all documents related to this debtI also want a copy of the sign agreement of the contract as well sent to my address that Revdex.com have on file within days to review my account Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: The company did NOT give a fair reviewThe company continues to say they did, howeverThe fact remains their review was not impartial not fairI had disclosed that I would be losing the cost of living allowance(COLA) I receive from the military once I left HawaiiThey accepted this word of mouth, they did not request any form of verificationThey denied the loanI later informed them that one debt, a car loan, was paid off as it had been sold, when they informed me the issue was debt to income ratioThey would not accept word of mouth, however I was able to provide proof of payment on fullThey ran the application again,and again it was denied for the same causeI explained to them the full financial changes that were pending, however, they refused to accept that certain payments that were NOT on my credit report were going to be stopped/ reduced around the same time as the COLAIt is not impartial to accept word of mouth disclosure without written proof of one aspect of my financial situation or change thereof but not anotherIf they have no written statement of an allowance changing, and they accept it as a change of financial records, they cannot refuse to accept word of mouth disclosure of a change of debt or payment obligation that is NOT listed on my credit reportIf the COLA changes because of a change in duty location, so does the privatized housing cost, along with other duty-centric billsSo, as I stated both above, and in previous postings, "the company" did refuse to give fair and impartial consideration for my loan request Regards, [redacted] ***

June Revdex.com of Greater Kansas CityRE: Complaint ID [redacted] [redacted] *** To Whom It May Concern: This letter is in response to the above-referenced complaint ID filed against Pioneer Services, a Division of MidCountry Bank (the “Company”) by [redacted] ***The Company strives for the best in customer satisfaction and appreciates the opportunity to respondThe Company offers personal installment loans based upon the credit worthiness of the individual at the time of the application Upon receipt of the complaint, the Company completed a careful review of the application submitted by Mr***Records show, the Company reviewed all documentation provided by Mr [redacted] and was unable to approve his requestThe Company provided a verbal explanation of the denial in addition to sending the Adverse Action Notice on June The Company is committed to improving the quality of life for members of the Armed Forces by providing responsible lending and offers free award-winning financial education If Mr [redacted] has additional questions regarding the decision, the Company invites him to contact Lending Manager, [redacted] ***, at ###-###-####Sincerely, Customer Resolution TeamPioneer ServicesA Division of MidCountry Bank

24 March 2015 RevDex.com of Greater Kansas City RE: Complaint ID [redacted] Dear RevDex.com, This letter is in response to the above referenced complaint ID filed by Mr. [redacted] **. Pioneer Services, a Division of MidCountry Bank (the “Company”) sincerely strives for... the best in customer satisfaction and we appreciate the opportunity to respond to Mr. ***’s concerns. In this letter, we will address each of Mr. ***’s concerns regarding the account. Upon receipt of the complaint, we have completed a thorough review of Mr. ***’s account, payments received, and correspondence regarding the balance owed. Our records show the last payments received on the account were sent via Western Union Quick Collect and were received on 15 May 2013 and 30 May 2013. We have not received any payments since that time. The payoff amount provided by Ms. [redacted] on 23 March 2015 includes the balance that was charged off and accrued interest and fees. Per the loan agreement, interest will continue to accrue on any unpaid balance owed. Prior to the email received on 23 March 2015, we had not received communication from Mr. [redacted] since July 2013, at that time the balance on the account was $1,894.03. We have provided Mr. [redacted] a copy of his loan contract and payment history. If payments were made in 2014, we request Mr. [redacted] provide us with documentation so we can research any discrepancies. If Mr. [redacted] has additional questions regarding the information provided in this letter, we invite him to contact us at 1-800-335-1955. Sincerely, Customer Resolution Team

April Revdex.com of Greater Kansas City RE: Complaint ID [redacted] To Whom It May Concern, This letter is in response to the above referenced complaint ID number filed on April by [redacted] Pioneer Services, a Division of MidCountry Bank (the “Company”), strives for the best in customer satisfaction and we appreciate the opportunity to respond to Mr [redacted] ’s concerns Upon receipt of the complaint, the Company completed a thorough review of Mr [redacted] ’s account and correspondence with our representativesThe records indicate Mr [redacted] elected to repay the account through an allotment with a baAutomated Clearing House (“ACH”) draftThe payments received between January and October were through an ACH draft from Mr [redacted] ’s bank accountOn December 2014, the Company received an allotment payment, processed by [redacted] ***, which automatically turned off the ongoing ACH draftsThe Company did not receive an allotment payment for April 2015, and recommends Mr [redacted] contact [redacted] regarding the check he received The Company contacted Mr [redacted] on April to make alternate payment arrangements for the month of AprilThe records show Mr [redacted] spoke with several representatives who explained the payment history and reason the ACH did not draft from his bank accountMr [redacted] declined to make a payment in the month of April, and authorized the Company to draft the minimum payment from his bank account starting May The representatives advised Mr [redacted] that the requested arrangement would leave the account past due for April and a double payment would need to be made to bring the account contractually currentThe ACH draft was set per Mr [redacted] ’s request for the minimum payment and is set to draft until the account is paid in full The Company is required by the Fair Credit Reporting Act to report accurate informationThe information reported includes on-time payments, missed payments, and the account statusThe Company’s representatives inform our customers about the impact of missing payments, as it can be detrimental to their credit report Collections Manager, [redacted] ***, attempted to contact Mr [redacted] to explain this information and was unsuccessfulIf Mr [redacted] has additional questions or concerns regarding this information, the Company invites him to contact Ms [redacted] directly at ###-###-#### Sincerely, Customer Resolution Team

June 2016Revdex.com of Greater Kansas CityRE: Complaint ID [redacted] [redacted] To Whom It May Concern: This letter is in response to the above-referenced complaint ID filed by [redacted] against Pioneer Services, a Division of MidCountry Bank (the “Company”)The Company strives for the best in customer satisfaction and appreciates the opportunity to respondUpon receipt of the complaint, the Customer Resolution Supervisor for the Company contacted Ms [redacted] directly via email to explain the Debt Protection benefit and the documentation needed for the benefit to be continuedAt this time, the Company is waiting for Ms [redacted] to return the documented proof of her qualifying eventThe Debt Protection benefit is an ancillary product offered by the CompanyAll decisions regarding the benefit are made by the program administrator, Life of the South (“LOTS”)The Company does not have the ability to waive any of the requirements for documentation requested by LOTS If Ms [redacted] has any questions, the Company invites her to contact Customer Resolution Supervisor, Kerensa Dare, at ###-###-#### or via email at [redacted] Sincerely, Customer Resolution TeamPioneer ServicesA Division of MidCountry Bank Tell us why here

May Revdex.com of Greater Kansas City RE: Complaint ID [redacted] To Whom It May Concern, This letter is in response to the above referenced complaint ID filed by [redacted] on May Pioneer Services, a Division of MidCountry Bank (the “Company”) appreciates the opportunity to address Mr***’s concerns Upon receipt of the complaint, the Company completed a thorough review of Mr***’s history with the CompanyCertain loans originated by the Company are sold to affiliates of the CompanyIn certain states, the affiliates must hold licenses to hold those loans on their balance sheetIn this case, the affiliated entity is not licensed in the state of MA and therefore unable to purchase this loan from the CompanyPreviously this has not presented itself as an issue because while Mr***’s state of legal residence was MA he indicated he was physically located in a state other than MA at the time of the loan If Mr [redacted] has questions regarding the information contained in this letter, the Company invites him to contact Ms [redacted] at ###-###-#### or via email at [redacted] @pioneerservices.com Sincerely, Customer Resolution Team

April 2017Revdex.com of Greater Kansas CityRE: Complaint ID [redacted] To Whom It May Concern,This letter is in response to the above-referenced complaint ID filed by [redacted] against Pioneer Services, a Division of MidCountry Bank (the “Company”) in regard to the information reported to the Consumer Reporting Agencies (“CRAs”) for her accountThe Company strives for the best in customer satisfaction and appreciates the opportunity to address Ms***’s concerns.Upon receipt of the complaint, the Company reviewed the information reflected by Experian and Equifax for Ms***’s accountPlease note, that the individual CRAs have their own reporting systems and reflect the information provided in different mannersThe records show that the account information is accurately reported under bankruptcy law and reflects the date the account was opened, the principal amount financed, the date of the last update, which coincides with the bankruptcy discharge date, and the account status is reflected as a chapter seven (7) bankruptcyThe Company was unable to review the information reflected by TransUnion.The Fair Credit Reporting Act (“FCRA”) § [U.S.C§ 1681c] “Requirements relating to information contained in the consumer reports” sets a specific time frame for reporting derogatory information on the following financial obligations: seven (7) years for Credit Accounts, Collections Accounts, and Public Records, and ten (10) years for BankruptcyThe Company’s credit reporting is in compliance with the FCRA and aligned with the CRAs’ industry standardsThe Company trusts the information contained in this letter is sufficient to close the complaintIf Ms [redacted] has additional questions or concerns, the Company asks that she contact the Company directly at ###-###-####Sincerely, Customer Resolution TeamPioneer ServicesA Division of MidCountry Bank

29 August 2016 RevDex.com of Greater Kansas City RE: Complaint ID [redacted] To Whom It May Concern: This letter is in response to the rebuttal filed by [redacted] in regard the above-referenced complaint ID. Pioneer Services, a Division of MidCountry Bank (the “Company”) strives for the best in customer satisfaction and appreciates the opportunity to address Mr. [redacted] ’s concerns. As stated in the original response, the Debt Protection benefit is an ancillary product that is offered by the Company, but owned and operated by the program administrator, Life of the South (“LOTS”). LOTS makes all decisions regarding the approval of the benefit and communicates their decisions directly to the customer. The Debt Protection agreement does not provide a guarantee that the balance of a loan will be forgiven, nor does the contract supersede the Fair Credit Reporting Act (“FCRA”) which requires furnishers of credit data to provide accurate information. Additionally, the contract states customers are required to make their scheduled monthly payment until the request for benefits has been approved. Upon receipt of Mr. [redacted] ’s rebuttal, the Company has completed a second review of the account. Records show that prior to 30 June 2016, the last direct contact the Company had with Mr. [redacted] took place on 14 March 2014. Per the documentation Mr. [redacted] provided to activate the Debt Protection benefits, this conversation took place prior to Mr. [redacted] experiencing a qualifying event. The Company has sent Mr. [redacted] a copy of the Debt Protection agreement and payment history for his records. The Company is willing to work with Mr. [redacted] to reach a mutually beneficial arrangement on his account and asks that Mr. [redacted] contact Collection Manager, [redacted] , directly at ###-###-####. Sincerely, Customer Resolution Pioneer Services A Division of MidCountry Bank Tell us why here...

August Revdex.com of Greater Kansas City RE: Complaint ID: [redacted] To Whom It May Concern: This letter is in response to the above-referenced complaint ID (the “Complaint”) filed by [redacted] against Pioneer Services, a Division of MidCountry Bank (the “Company”)The Company strives for the best in customer satisfaction and appreciates the opportunity to respond to each of Mr***’s concernsThe Company provides customers with interest bearing installment contracts, and the financial agreement information is fully disclosed when the offers are presented to the customer along with information about the approved cash amount, refinances or consolidations, costs of optional ancillary products, interest and fees, and the repayment termsThe Company is in compliance with regulations regarding the full disclosure of the financial agreement Additionally, the Company’s interest rates are in compliance with the Military Lending Act cap of thirty-six percent (36%)Upon receipt of the complaint, the Company completed a thorough review of Mr***’s accountIn the complaint, Mr [redacted] stated that the account was opened in and was being repaid via Defense Finance Accounting Services (DFAS) allotmentThe records show that the account was opened in and Mr [redacted] elected to repay the account via Automatic Clearing House (“ACH”) drafts from his bank accountThe account records show that the Company did not receive payment in the months of August 2016, February 2017, March 2017, April 2017, June or July The Company did receive Mr***’s allotment payment for August 2017; however, the account remains contractually past dueAs with all interest bearing loans the interest accrues daily based upon the principal balance owedMr [redacted] additionally alleged that the Company used illegal means to obtain his work telephone number and contacted his place of employment a total of five (5) times in one dayPlease be advised the Company is not a "debt collector" as the term is defined by the Fair Debt Collection Practices Act ("FDCPA")However, the Company adheres to the FDCPA with regard to the collection of the debt owed to the CompanyThe records show that the telephone number for Mr***’s place of employment was obtained legally through a Google search and on July 2017, three (3) telephone calls were placed to Mr***’s place of employmentHowever, the individual who answered the telephone call advised the Company representative to “hold on” and then the call was disconnectedAs the disconnection may have been in error, the representative for the Company called back and was again advised to “hold on” and the call was disconnectedOn the third (3rd) time this happened, the representative for the Company determined that the disconnections were not in error and did not attempt to call againThe records do not indicate the Company received a request to discontinue calls to Mr***’s place of employment until receipt of the ComplaintThe Company has thoroughly documented Mr***’s account with his preferred methods of contactThe Company trusts the information contained in this letter is sufficient to close Mr***’s complaintIf Mr***’s has any questions, the Company invites him to contact Chief Collections Officer, [redacted] ***, directly at ###-###-####Sincerely, Customer Resolution Pioneer Services A Division of MidCountry Bank Tell us why here

August Revdex.com of Greater Kansas City RE: Complaint ID [redacted] To Whom It May Concern: This letter is in response to the above-referenced complaint ID filed against Pioneer Services, a Division of MidCountry Bank (the “Company”) by [redacted] The Company strives for the best in customer satisfaction and appreciates the opportunity to address Mr [redacted] ’s concernsIn July 2012, the Company provided Mr [redacted] with interest bearing installment contract, and the financial agreement information is fully disclosed when the offers are presented to the customer along with information about the approved cash amount, refinances or consolidations, costs of optional ancillary products, interest and fees, and the repayment termsThe Company is in compliance with regulations regarding the full disclosure of the financial agreement The Debt Protection benefit is an ancillary product that is offered by the Company, but owned and operated by the program administrator, Life of the South (“LOTS”)LOTS makes all decisions regarding the approval of the benefit and communicates their decisions directly to the customerUpon receipt of the complaint, the Company completed a thorough review of Mr [redacted] ’s accountRecords show, the Company first received notice of Mr [redacted] ’s disability claim June The benefit activation request and supporting documents were returned by Mr [redacted] on July and the Company forwarded the request to LOTS for a decisionThe supporting documentation provided by Mr [redacted] included: Military discharge orders (“***”) dated November 2014; andPhysical Evaluation Board (“***”) Proceedings dated October On July 2016, LOTS approved Mr [redacted] ’s claim from the date listed on the [redacted] through the maturity date on the contractLOTS sent a letter to Mr [redacted] advising the claim has been paid through the contract date; however, the amount paid may not be enough to satisfy Mr [redacted] ’s obligation to the CompanyRecords show, the Company did not receive payment for the following months: November February December March April May June July August September As these payments were missed prior to Mr [redacted] ’s qualifying event, the missed payments cannot be covered by the Debt Protection benefitThe Fair Credit Reporting Act requires furnishers of credit data to provide accurate informationThe Company has verified that the information reported to the consumer reporting agencies is accurate and includes the original principal balance, payment history, the current principal balance and account status The Company is willing to work with Mr [redacted] to reach a mutually beneficial arrangement on his account and asks that Mr [redacted] contact Collection Manager, [redacted] , directly at ###-###-####Sincerely, Customer Resolution Pioneer Services A Division of MidCountry Bank

September 2016Revdex.com of Greater Kansas CityComplaint ID ***To Whom It May Concern:This letter is in response to the above-referenced complaint ID filed against Pioneer Services, a Division of MidCountry Bank (the “Company”) by *** ***The
Company strives for the best in customer satisfaction and appreciates the opportunity to respond to Mr*** concerns.The Company recognizes the prevalence of identity theft and has taken measures to prevent identity theft by requiring applicants to successfully pass multiple layers of security protocols within the application processThe Company is committed to working with victims of identity theft and law enforcement to gain closure in these cases.Records show that on September 2016, Mr*** spoke with the fraud investigator for the Company who explained the fraud process and provided Mr*** with copies of the loan documents, identifying information received with the application and the Company’s theft affidavitAt this time, the Company is awaiting the return of the completed theft affidavit and supporting documentation to make a decision regarding Mr*** liability for the accountIf the evidence supports Mr*** claim that the account is a result of identity theft, then the Company will remove Mr*** from having any liability for the accountAdditionally, the Company will request the Consumer Reporting Agencies delete the account and any reference to the account from Mr*** credit historyThe Company encourages Mr*** to take the following steps to protect his identity:Place a fraud alert with the consumer reporting agencies;Experian ###-###-####Equifax ###-###-####TransUnion ###-###-####Utilize a credit monitoring service If Mr*** has any questions, the Company asks that he contact a member of the fraud department directly at ###-###-####.Sincerely,Customer Resolution Pioneer ServicesA Division of MidCountry Bank

June 2016 Revdex.com of Greater Kansas CityRE: Complaint ID *** *** *** To Whom It May Concern: This letter is in response to Mr***’s rejection of the response issued by Pioneer Services, a Division of MidCountry Bank (the “Company”) for the above-referenced complaint IDThe Company strives for the best in customer satisfaction and appreciates the opportunity to respond. The Company offers personal installment loans based upon the credit worthiness of the individual at the time of the applicationThe Company completed a fair and thorough review of all information and documentation provided by Mr*** with his request for financingWhile the Company received confirmation that another account was paid in full, lowering Mr***’s overall debt to income ratio, it was not sufficient for the Company to provide the requested financing. If Mr*** has additional questions regarding the decision, the Company invites him to contact Lending Manager, *** ***, at ###-###-####. Sincerely, Customer Resolution TeamPioneer ServicesA Division of MidCountry Bank

August Revdex.com of Greater Kansas City RE: Complaint ID *** To Whom It May Concern, This letter is in response to the above-referenced complaint ID filed by *** *** against Pioneer Services, a Division of
MidCountry Bank (the “Company”)The Company strives for the best in customer satisfaction and appreciates the opportunity to respond to Mr***’s concerns in regard to the Debt Protection benefit, Servicemembers Civil Relief Act and validation of the accountUpon receipt of the complaint the Company completed a thorough review of Mr***’s accountThe records show that after the loan was booked in May 2012, Mr*** contacted the Company two (2) times via email in August and September to make payment arrangements on the accountIn the email communication Mr*** advised the Company that he was in the process of transitioning out of the militaryAt that time the representative responded to Mr*** advising of the Debt Protection benefit and the Company provided Mr*** with a copy of the benefit activation form that would need to be completed in order to have the claim reviewedPlease be advised that the Debt Protection product is owned by the program administrator, Life of the South (“LOTS”)LOTS makes all decisions in regard to the benefits and the Company is unable to waive any documentation that is required for the benefits requestThe records indicate that the Company did not receive the completed benefits activation form with supporting documentationAs this form is required, LOTS did not receive a request to activate the benefits for Mr***The Company has sent Mr*** a copy of the benefit activation form via to the email address listed in the complaint, ***[email protected] Servicemembers Civil Relief Act (“SCRA”) provides an interest rate reduction on debts obtained by servicemembers prior to the date the member entered into a federal active duty statusThe records do not indicate that the Company received a request to review Mr*** account to see if it qualified for the SCRA rate reductionIf Mr*** could provide the Company with a copy of his request, the Company will be happy to review the account to see if it qualifies under the SCRAIn the complaint, Mr*** stated that he contacted the Company in June with a question regarding his account and the representative was rude and disconnected the telephone callThe Company thoroughly reviewed the call records and was unable to locate the call in question using the telephone numbers associated with Mr***’s accountIn fact, the Company was unable to find any record of a telephone conversation in regard to the accountRegarding Mr***’s allegation that the Company failed to respond to his requests for validation of the account, the records show that the Company received one request for validation in February and responded in March providing Mr*** with the requested validation in the form of the lending agreement and payment historyThe Company trusts the information contained in this letter is sufficient to close Mr***’s complaintIf Mr*** has any questions, the Company invites him to contact Customer Resolution Supervisor, *** ***, at ***Sincerely, Customer Resolution Pioneer Services A Division of MidCountry Bank Tell us why here