Pioneer Services, A Division of MidCountry Bank

May 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 (the “Complaint”) 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 concernsUpon receipt of the complaint, the Company completed a thorough review of Mr***’s account and the communication the Company had with Mr***The account records show that the Company had six (6) email correspondences and five (5) telephone conversations with Mr*** between June and April in regard to the debt owed to the CompanyOf the five (5) telephone conversations, two (2) calls took place at Mr***’s place of employmentThe 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, Stan Gomez, directly at ###-###-####Sincerely, Customer Resolution Team Pioneer Services A Division of MidCountry Bank Tell us why here

December 3,
Revdex.com
RE: Complaint ID ***
To Whom It May Concern,
Pioneer Services, a Division of MidCountry Bank strives for the best in customer satisfactionWe have received the above referenced complaint and have
completed a thorough review of the account and correspondence regarding the account
Our records show that Mrs*** initially contacted the Revdex.com in December regarding issues with the accountCustomer Resolution Specialist Kerensa *** spoke with Mrs*** regarding the account, payment history, and maturity dateAt the time of the conversation the account was contractually past due in excess of ten (10) paymentsMrs*** explained their current financial situation and agreed to resume making full contractual payments by starting an allotmentSince that time, we have received three (3) full payments on the account and the account is contractually past due sixteen (16) paymentsAs with all loans, the balance will decrease if the full contractual payments are made consistently and on time
The Soldiers’ and Sailors’ Civil Relief Act (“SSCRA”) provides relief for debts incurred prior to the commencement of active dutyAccording to the application information submitted at the time the loan was granted, Mr*** was active duty, and therefore, the debt is not considered a pre-service debtOur records do not indicate we have received a request from Mror Mrs*** regarding the SSCRA
We invite Mrs*** to contact Collections Manager, Crissy *** at ###-###-#### to make arrangements on the account balance
Sincerely,
Customer Resolution

January
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 number 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
The debt protection feature is administered by the third-party program administrator, Life of the South (“LOTS”)LOTS makes all decisions regarding the approval/denial of the debt protection benefit
Upon receipt of Mr***’s complaint, the Company completed a thorough review of the accountRecords show that on July 2015, the Company uploaded Mr***’s debt protection benefit activation form and supporting documentation to LOTSOn July 2015, LOTS sent Mr*** notice that the claim had been denied due to: “The loss occurred prior to or began prior to the date of this protection.”
Mr***’s debt protection paperwork contains his Physical Evaluation Board Proceedings for his medical retirement and was dated August The loan and debt protection contract with the Company are dated December The Debt Protection Contract states the qualifying event must occur during the term of the contract
If Mr*** has additional questions regarding the decision, the Company invites him to contact LOTS directly at ###-###-####
If Mr*** has any questions regarding his account, the Company invites him to contact us directly at ###-###-####
Sincerely
Customer Resolution
Pioneer Services
A Division of MidCountry Bank

August 21,
Revdex.com of Greater Kansas City
RE: Case ID ***
To Whom It May Concern,
We are writing in response to the above referenced complaint ID numberPioneer Services, a Division of MidCountry Bank recognizes the
importance of protecting our customers and their account information
A member of our Customer Resolution Team spoke directly with Ms*** and she provided us with additional detailsWith this information, we were able to complete an internal investigation and directly address the issue with our representativesAfter a thorough review, we can confirm that this was an isolated incident
We apologized to Ms*** for any inconvenience she experienced and appreciate that she took the time to bring this to our attention
We trust this information is sufficient to close this matter, however, if there are any questions, please contact Kerensa *** at ###-###-####
Sincerely,
Customer Resolution Team
Pioneer Services
A 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: ***
I am rejecting this response because: the language that mr *** *** used was ridiculous and in called for*** threatened to wait to code the account until when he felt like he wanted to
Regards,
*** ***

February 2017Revdex.com of Greater Kansas CityRE: 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 Ms***’s concerns.The Debt Protection product is an ancillary product owned and operated by the program administrator, Life of the South (“LOTS”), and was offered by the Company with personal installment loansPlease be advised, LOTS makes all decisions in regard to the approval of the Debt Protection benefit.Our records show that Ms*** spoke with Customer Resolution Supervisor, *** ***, on February in regard to her Debt Protection claimOn February 2017, Ms*** had a follconversation with Ms*** who advised she has no further concerns at this time.The Company trusts the information contained in this letter is sufficient to close the complaintIf Ms*** has additional concerns, the Company invites her to contact Ms*** directly at ###-###-####.Sincerely,Customer Resolution Pioneer ServicesA Division of MidCountry Bank

September
Revdex.com of Greater Kansas City
RE: Case ID No***
To Whom It May Concern,
This letter is in response to the above referenced case ID filed by Mr*** ***Pioneer Services, a Division of MidCountry Bank (the “Company”) strives for the best in customer
satisfaction and appreciates the opportunity to respond to Mr***’s concerns regarding the settlement process
The Company policy requires a holding period on the account to ensure payment will be honored by the financial institutionThe settlement payment was received on July and the account received the settlement condition on July A Settled in Full letter was sent via email on July
The Fair Credit Reporting Act (“FCRA”) requires furnishers of credit data to report accurate informationThe Company reports account information to the Consumer Reporting Agencies (“CRAs”) for the previous month and the account status updated through the process with the July information being submitted to the CRA’ the first week of AugustThe Company has verified the account has been accurately reported to the CRAs
If Mr*** has any questions, we invite him to contact us at ###-###-####
Sincerely,
Customer Resolution Department

March
Revdex.com of Greater Kansas City
RE: Complaint ID ***
To The Revdex.com,
This letter is in response to the above referenced complaint ID filed by Bianca *** on February Pioneer Services, a Division of MidCountry Bank (the Company), strives
for the best in customer satisfaction and appreciates the opportunity to respond to Ms***’ complaint
A thorough review of Ms***’ accounts and communication regarding the accounts shows that Ms*** initially contacted the Company on January regarding her allotmentDuring that telephone call our representative advised Ms*** to increase the existing allotment processed by *** *** *** to a total of $205.00, which would ensure that the allotment would cover the monthly payments due for both retail and personal loan accounts
On June Ms*** refinanced her personal loan and started a new allotment to *** *** *** under the same routing number as the existing allotmentThe new allotment amount was sufficient only to cover the monthly payment due for the personal loan and did not account for the amount due for the retail loan*** *** *** only allows one allotment per routing number causing the new allotment to override previous amounts allottedWhen the payment from the allotment bank, *** ***, was received on August 2012, it was insufficient to cover the payments due on both the retail and the personal loan accountsThe payment received was applied to the personal loan accountPer the repayment agreement, the babank draft was attempted for the retail account on August 2012; however, Ms***’ bank did not honor the payment due to insufficient fundsCollection efforts began upon notification of the returned paymentIn October 2012, Ms*** spoke with a collections representative who provided the past due balance on the retail account and advised Ms*** to increase the allotment to $414.67, which would ensure the allotment would cover the monthly payments due for both accountsMs*** did not make a payment on her retail account until December and the payment received was insufficient to bring the account contractually current
In December 2014, Ms*** contacted the Company via email regarding the derogatory reporting to the consumer reporting agenciesOur representatives advised Ms*** of the documented conversations and payment histories for her accountsAdditionally, we provided Ms*** copies of her loan contracts and payment history showing the missed payments
The Fair Credit Reporting Act (FCRA), U.S.C1681s-requires that furnishers of credit data provide accurate informationThe information that has been reported to the consumer reporting agencies is correct based upon the payment history for the accounts
If Ms*** has additional questions regarding her accounts and the reporting to the consumer reporting agencies, we invite her to contact Collections Manager *** *** directly at ***
We trust this information is sufficient to close the above referenced case number
Sincerely,
Customer Resolution Team

[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 Administratively Resolved]
Complaint: ***
I am rejecting this response because:I know that if an individual has a loan for a certain amount that it doesn't make any since to where it has accrued that much interest. How exactly can you report negative information to someone Credit bureau and still charge them interest. At the moment I am currently deployedI really think that does someone a disservice
Regards,
*** ***

September 15,
Revdex.com of Greater Kansas City
RE: Case ID# ***
To Whom It May Concern,
Pioneer Services, a Division of MidCountry Bank has received the complaint for the above referenced case number and we have
completed a thorough review of Ms*** account and the information we are reporting to the consumer reporting agencies
As a federally regulated financial institution we are required by the Fair Credit Reporting Act (“FCRA”) to report true and accurate informationOur records show that the data we have furnished to the consumer reporting agencies is true and accurate based upon Ms*** account status and the payments made on her account
Because Ms*** account was opened January and charged off as a bad debt November 2009, the account and its status will be reported to the consumer reporting agencies until Per the FCRA this information is to be reported to the consumer reporting agencies for years from the date of the first delinquency
We invite Ms*** to contact our collections specialist at ###-###-#### to make arrangement to resolve her account balance
Sincerely,
Customer Resolution Team
Pioneer Services
A Division of MidCountry Bank

October 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 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***’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. Upon receipt of the complaint the Company completed a thorough review of Mr***’s accountThe records show that the Company did not receive authorization to automatically withdraw Automatic Clearing House (“ACH”) payments at the time Mr*** executed the financial agreement in March The Company began attempting to contact Mr*** within two (2) days of the execution of the agreement utilizing the phone numbers and email address provided by Mr*** with his application; however, the attempts were not successful. In October 2015, Mr*** contacted the Company regarding his account and updated his contact informationMr*** was advised of the past due balance and the Company received the authorization to draft an ACH payment on October to bring the account contractually current and draft ongoing monthly payments starting on November The ACH drafts were set as authorized; however, in January the ACH payment was returned by the financial institution due to insufficient fundsUpon notice of the returned payment, the Company resumed attempting to contact Mr*** utilizing the updated telephone number and email address that Mr*** had providedThese attempts were not successful and in June 2016, the account was charged off due to non-paymentPlease note, accounts that have charged off continue to accrue interest at the rate detailed in the financial agreementOn July 2016, Mr***’s account was placed with CSC, a third-party agency collecting on behalf of the CompanyCSC will work with Mr*** to make mutually beneficial arrangements on his accountThe Company invites Mr*** to contact CSC directly at ###-###-####If Mr*** has any questions regarding the information contained in this letter, the Company asks that he contact Director of Collections, *** ***, directly at ###-###-####Sincerely, Customer Resolution Pioneer Services A Division of MidCountry Bank

I never received any contracts they have claimed to have give meAlso for the payments they did admit to giving me inaccurate information on how much to increase my allotmentI have requested a copy of the recordings be sent to me for review and was deniedI called the company times about this matter after I renewed my loan not beforeI also made a payment over the phone to bring my account current which they stated it was and upon increasing my allotment 3times each time the allotment was inaccurate my loan with military travel was paid off by then and I no longer required to increase that allotmentFurthermore if I need to provide my LES(pay stubs) showing my allotment increase as I was told to do so by representatives in their companies I am more than willing to submit that as well as the payment I made to bring my account currentThe company made a mistake by giving me inaccurate information multiple times and now my credit is being severely affected

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 Protecting the privacy of our customers is one of the Company’s most important responsibilitiesIn order for the Company to provide Mr*** with the requested debt validation, his identity must be verifiedIn order to release contractual information the Company requires a minimum of three (3) pieces of identifying information: Last four (4) digits of the social security number;Date of birth;Account number; orAddress associated with the account The Company asks that Mr*** contact the Company directly in regard to his request for informationMr*** is invited to contact Customer Resolution Supervisor, *** ***, at *** or via email at k***@pioneerservices.comSincerely, Customer Resolution Department Pioneer Services A Division of MidCountry Bank Tell us why here

March Revdex.com of Greater Kansas City RE: Complaint ID *** To Whom It May Concern, This letter is in regard 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 respondUpon receipt of the complaint, the Company completed a thorough review of Mr***’s accountAccount records show that on February 2017, the Company negotiated a settlement with Mr*** to repay the account for less than the balance owedMr*** contacted the Company after making a debit card payment requesting a letter showing the account is satisfiedCollections Manager, *** ***, spoke with Mr*** and advised that debit card payments can take twenty-four (24) to forty-eight (48) hours to post to the account and, once the payment is received, the Company will provide him with a letter and update the information reported to the consumer reporting agencies (“CRAs”)On February 2017, the debit card payment posted to Mr***’s account and the Company sent a letter stating the account is now settled via emailThe information reported to the CRAs will be updated through the Company’s monthly reporting processThe Company trusts the information contained in this response will satisfy Mr***’s complaintIf Mr*** has any questions, the Company invites him to contact Director of Collections-Recovery, *** ***, at ###-###-####Sincerely, Customer Resolution Pioneer Services A Division of MidCountry Bank Tell us why here

July 2016Revdex.com of Greater Kansas CityRE: 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")***
*** strives for the best in customer satisfaction and appreciates the opportunity to address Mr***'s concerns.*** *** recognizes the prevalence of identity theft and has taken measures to prevent identity theft by requiring applicants to pass multiple layers of security protocols within the application processIn addition, *** *** requires additional documentation that can only be accessed by the applicantAll claims of identity theft are thoroughly investigated and individuals are required to provide evidence that substantiates their claim.Upon receipt of Mr***'s dispute, *** *** completed a thorough investigation into the account and records do not indicate the account to be a result of identity theft for the following reasons:The application was submitted to *** *** online in August using the email address Mr*** listed in his complaint, ***;*** *** received Mr***'s July Leave and Earning Statement;The financial agreement was executed under the e-Sign Act;The loan proceeds were disbursed to Mr***'s Service Credit Union account;*** *** has received fourteen (14) payments via Automatic Clearing House ("ACH") draft and online debit card payments;*** *** has received email communication from the above-referenced email address and Mr***'s Outlook email account; and*** *** received Revdex.com complaint ID *** filed with the Austin TX office on January 2015, regarding the collection efforts made by *** *** for his accountOn February 2015, *** *** received notice that the response was accepted and Mr*** notified their office the matter was resolved satisfactorily.If Mr*** believes the account to be a result of identity theft, *** *** asks that he contact the fraud department directly at ###-###-####.In the complaint, Mr*** indicated he is represented by counselThe General Counsel for *** *** is willing to discuss this matter with Mr***'s attorney if he will provide their telephone or email contact information.Sincerely,Customer Resolution DepartmentPioneer ServicesA Division of MidCountry Bank

23 June 2016 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 respond. Upon receipt of the complaint, the Company completed a second review of the recent application submitted by Mr. [redacted] and was able to honor the original offer. The Company apologizes for any inconvenience Mr. [redacted] may have experienced. Sincerely, Customer Resolution Team Pioneer Services A Division of MidCountry Bank

10 June 2015
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 25 May 2015. 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. [redacted]’ 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 off. The 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 loan. Because the account was Settled in Full on 29 August 2013, prior to his separation from the military on 01 August 2014, the Debt Protection benefit was not available. The EMT loan does not have the Debt Protection benefit.
Regarding the Automatic Clearing House (“ACH”) drafts for Mr. [redacted]’ EMT loan, our records show that on 10 April 2014, Mr. [redacted] provided the Company verbal authorization to increase the monthly ACH drafts to $150.00 starting on 15 April 2014. Several of the payments were returned thereafter due to insufficient funds. These payments were then represented to Mr. [redacted]’ bank under National Automated Clearing House Association (“NACHA”) rule 2.5.13.3 which states “[a]ny returned payment, ACH or check, can be represented two (2) times for payment to a bank within 180 days.”
The Company regularly monitors collection phone calls. Our records indicate that the calls placed to Mr. [redacted]’ relatives were properly made under the Fair Debt Collection Practices Act (“FDCPA”) in an attempt to relay a message to Mr. [redacted]. 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 ###-###-####.

17 March 2015
Revdex.com of Greater Kansas City
RE: Complaint ID# [redacted]
Dear Revdex.com,
This letter is in response to the rejection of our original response for the above referenced complaint ID number. Pioneer Services, a Division of MidCountry Bank (the “Company”), appreciates the opportunity to address Ms. [redacted]’ concerns. In this letter we will address each of Ms. [redacted]’ concerns as expressed in her rejection response.
Ms. [redacted]’s first concern is having not received the loan contracts. We have resent the information to the address provided in the Revdex.com complaint. Additionally, the loan documents can be obtained by our customers by logging into their account through our website www.pioneerservices.com.
In Ms. [redacted]’s second concern, she states the Company admitted to providing her an inaccurate amount to increase her allotment. As stated in our initial response, Ms. [redacted] spoke with Company representatives on 13 January 2012, and was advised to increase her allotment to a total of $205.00 to ensure payment for both retail and personal loan account. Ms. [redacted] did not directly contact the Company again until 30 October 2012, three months after refinancing her personal loan. During the conversation she was advised that setting up the new allotment for her personal loan cancelled the current allotment and to ensure payment for both retail and personal loan accounts the allotment needed to be increased to a total of $414.67. Ms. [redacted] was also advised that she would need to make payments on her retail account until the allotment would start making payments. Ms. [redacted] agreed to make a payment online on 31 October 2012 and again on 15 November 2012. The Company did not receive a payment from Ms. [redacted] until 13 December 2012, and the payment received was a standard monthly payment and insufficient to bring the account contractually current for the months missed, September, October, and November of 2012.
The allotment for the retail account resumed payments on 01 January 2013 and stopped January 2014 once the account was paid in full. The personal loan account continues to receive payment via allotment and if payment continues, will be paid in full May 2015.
Ms. [redacted] states she has requested copies of the conversations regarding the allotment and has been denied. While our records do not indicate we have received this request, we would be unable to comply due to the conversations not being recorded; however, our collection calls are regularly monitored for quality assurance, and the conversations are thoroughly documented in the loan servicing system. We are happy to review any documentation Ms. [redacted] can supply supporting her claims regarding the allotment and payments made on her accounts and invite Ms. [redacted] to contact us at 1-888-430-5176.
Sincerely,
Customer Resolution Team

05 July 2016 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 respond to Ms. [redacted]’ concerns.   The 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 terms. The Company is in compliance with regulations regarding the full disclosure of the financial agreement.  As with all interest bearing loans, the interest is assessed daily and is based upon the principal balance owed on the account. The financial agreement provides an amount to be repaid to the Company provided the payments are received in accordance with the payment schedule. In order to make a principal only payment, the payment would need to be received by the Company in conjunction with a standard monthly payment. The Company does not assess a pre-payment penalty should Ms. [redacted] choose to pay the account in full prior to the maturity date.   The Company does not refuse to allow customers to speak with supervisors. Records show Ms. [redacted] spoke with Customer Operations Supervisor, Christine [redacted] on 30 June 2016; however, the call was disconnected and Ms. [redacted] has not called the Company back.   If Ms. [redacted] has additional questions, the Company invites her to contact Ms. [redacted] directly at ###-###-#### extension [redacted].   Sincerely,   Customer Resolution Team Pioneer Services A Division of MidCountry Bank

[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]