Pioneer Services, A Division of MidCountry Bank

To Whom It May Concern,
This letter is in response to the above referenced complaint ID submitted by Mr. [redacted] on 02 February 2015. Pioneer Services, a Division of MidCountry Bank strives for the best in customer satisfaction and appreciates the opportunity to assist Mr. [redacted].
Upon receipt of...

the complaint, Customer Resolution Specialist, [redacted] contacted Mr. [redacted] regarding the back-up ACH draft from his bank account. After a conference call with Mr. [redacted] and his bank we were able to process the refund.
It is our company policy to not issue refunds until we receive confirmation the payment will be honored.
The back-up ACH was activated due to a delay with the United States Coast Guard processing allotment payments. The allotment payment has been received and posted to Mr. [redacted]’s account.
We trust this information is sufficient to close the complaint.
Sincerely,
Customer Resolution Team

12 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 accounts. The 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 account. Mr. [redacted] advised that he understood the issue and no longer had any concerns. The payment that drafted from Mr. [redacted]’s checking account on the first (1st) of April was refunded and the on-going payments have been set-up for the correct account per Mr. [redacted]’s request.The Company trusts the information contained in this letter is sufficient to close Mr. [redacted]’s complaint. If Mr. [redacted] has any additional concerns, the Company invites him to contact Mr. [redacted] directly at ###-###-####.Sincerely,Customer ResolutionPioneer ServicesA Division of MidCountry Bank

16 April 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 ID number filed on 13 April 2015 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 representatives. The records indicate Mr. [redacted] elected to repay the account through an allotment with a back-up Automated Clearing House (“ACH”) draft. The payments received between 31 January 2014 and 31 October 2014 were through an ACH draft from Mr. [redacted]’s bank account. On 01 December 2014, the Company received an allotment payment, processed by [redacted], which automatically turned off the ongoing ACH drafts. The Company did not receive an allotment payment for 01 April 2015, and recommends Mr. [redacted] contact [redacted] regarding the check he received.
The Company contacted Mr. [redacted] on 13 April 2015 to make alternate payment arrangements for the month of April. The records show Mr. [redacted] spoke with several representatives who explained the payment history and reason the ACH did not draft from his bank account. Mr. [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 01 May 2015. 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 current. The 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 information. The information reported includes on-time payments, missed payments, and the account status. The 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 unsuccessful. If Mr. [redacted] has additional questions or concerns regarding this information, the Company invites him to contact Ms. [redacted] directly at ###-###-####.
Sincerely,
Customer Resolution Team

As stated in all of my responses, we are looking for resolution. My husband did not accept the information given by the company, and the response submitted even contradicts itself. How can he be satisfied with what he was told, yet seeking out answers from other sources? Of course we are still not pleased, and as of this point there has been absolutely NO resolution as we are still in the same place we were when the complaint was initiated. As of today an additional complaint has been filed with the Consumer Financial Protection Bureau. Please anticipate correspondence from them regarding file # [redacted]. As our attempts to resolve this matter with the Revdex.com have gone with no serious attempts to move forward, we were left we no other option but to seek out additional assistance. We are hopeful this will inspire a SERIOUS level of consideration for resolution.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: The company did NOT give a fair review. The company continues to say they did, however. The fact remains their review was not impartial not fair. I had disclosed that I would be losing the cost of living allowance(COLA) I receive from the military once I left Hawaii. They accepted this word of mouth, they did not request any form of verification. They denied the loan. I 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 ratio. They would not accept word of mouth, however I was able to provide proof of payment on full. They ran the application again,and again it was denied for the same cause. I 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 COLA. It is not impartial to accept word of mouth disclosure without written proof of one aspect of my financial situation or change thereof but not another. If 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 report. If the COLA changes because of a change in duty location, so does the privatized housing cost, along with other duty-centric bills. So, 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]

14 March 2017 Revdex.com of Greater Kansas City 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”). The Company...

strives for the best in customer satisfaction and appreciates the opportunity to address Mr. [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.  Please be advised, the Company does not add interest and fees to accounts once the principle balance has been repaid. In an effort to work with Mr. [redacted]’ directly, the Company sent copies of the loan documents and payment history to provide Mr. [redacted] with validation of the account and the information reported to the consumer reporting agencies.The Fair Credit Reporting Act requires furnishers of credit data to provide accurate information. The 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 trusts the information contained in this response will satisfy Mr. [redacted]’ concerns.Sincerely,Customer Resolution DepartmentPioneer ServicesA Division of MidCountry Bank

I am rejecting this response because:
Of course we understand the delinquency of the account has been an issue that if we were not willing to resolve would make this exchange irrelevant. We have tried to find the best way to repay the loan while not putting ourselves in a compromising situation. Of course ideally we would prefer to pay the loan as intended, but have obviously had issues meeting the monthly payment amount. Because of that we have asked for the Soldier/Sailor Relief Act to be implemented. As stated in my initial complaint, all attempts to do so were denied with no opportunity to move forward. Therefore a record of the request would never have been filed. We are fully aware of the provisions on this specific option and were just able to use it for our automobile loan that we got AFTER the loan with Pioneer. For this option to be applied to the loan it does not have to have been created prior to military service. We are clearly trying to do our best to not make one payment and then have the account go delinquent again because we cannot afford the payments. Rather we would like the payments to be more affordable to assure the loan is paid in a timely manner. If this option is applied and all the fees that have accumulated during the life of the loan are forgiven, we can have a fresh start with the money we owe. Right now we are paying fees and not touching the balance. At this rate the account will never be paid off. We are asking for some amount of give here. There is a severe lack of compassion and understanding for our situation, and I do not feel this complaint is being taken seriously. If there is not better resolve by Monday in addition to this complaint I will be filing a complaint with the Consumer Protection Agency and my local representatives. I am certain someone is willing to stand for us against a company that is not willing to honor a program that was put in place to help our military men and women that put their lives on the line daily for this country.  
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
Complaint: [redacted]
I am rejecting this response because: There have been multiple calls which are on file and recorded on our phone system and other threatening emails after I have contacted [redacted] and set up my allotment as requested and also sent a $185.00 money order as requested by Mr. [redacted]. The money order sent is to cover this months payment until the Allotment kick in. I explained this (10) times to Mr. [redacted]. He continued to email me threatening emails with a bogus email address that will not accept my reply explaining all of what I said earlier in this statement. So I will attach one of them. Its illegal for companies to use bogus emails as well as phone numbers. Please see attachment. Regards,
[redacted]

24 June 2016 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 respond. The 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. [redacted]. Records show, the Company reviewed all documentation provided by Mr. [redacted] and was unable to approve his request. The Company provided a verbal explanation of the denial in addition to sending the Adverse Action Notice on 17 June 2016. 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

[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. I will contact the company to get a copy of those document that was sent but not received.
Regards,
[redacted]

18 February 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 ID filed by Mr. [redacted]. Pioneer Services, a Division of MidCountry Bank (the “Company”) strives for the best in...

customer satisfaction and we appreciate the opportunity to address Mr. [redacted]’s concerns.
The Debt Protection process requires customers to complete and submit a Benefit Activation Form to Pioneer Services, which is then sent to our program administrator, Life of the South for approval. Customers are responsible for the monthly payments until the Debt Protection benefit is approved and paid by the program administrator. Payments made by the customer during that time can be refunded upon request, and refund must be approved by the Debt Protection Manager.
Our call records show that between October 2014 and December 2014, Mr. [redacted] called the Company seven (7) times and left two (2) voice messages for the Debt Protection team. Four (4) of the seven (7) inbound calls are documented in our system that Mr. [redacted] spoke directly with a company representative. The Company did not receive another phone call until 06 February 2015. At that time the Debt Protection representative discontinued the ongoing ACH and requested a refund for the payments made by Mr. [redacted] between August 2014 and January 2015. In an effort to provide Mr. [redacted] with an accurate time frame for the refund, the representative advised the Debt Protection Manager was out of the office and the request would be approved no later than Monday, 09 February 2015. In an effort to expedite the refund, the Debt Protection Manager was contacted while out of the office on scheduled personal time on 06 February, 2015 and approved the refund, which was processed that same day.
We would like to apologize to Mr. [redacted] for any inconvenience experienced during this time. Mr. [redacted]’s voice messages were not documented by the Debt Protection team as being received and responded to. This oversight has been addressed with the Debt Protection representatives. If Mr. [redacted] has any additional questions or concerns, we invite him to contact Debt Protection Manager, [redacted] at [redacted].
Sincerely,
Customer Resolution Team

21 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 respond. Upon 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 continued. At this time, the Company is waiting for Ms. [redacted] to return the documented proof of her qualifying event. The Debt Protection benefit is an ancillary product offered by the Company. All 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...

23 September 2016 Revdex.com of Greater Kansas City 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 Mr. [redacted]’s 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.  Upon receipt of the complaint, the Company completed a thorough review of Mr. [redacted]’s account. Records show the joint contract was properly executed using a Power of Attorney issued to Mrs. [redacted] and the Company fully disclosed the terms of the Same as Cash (“SAC”) promotion, which required the loan proceeds to be repaid within 360 days from the date the contract was initiated. Please be advised, the SAC promotion requires accounts to be paid in full within an allotted time period which is less than the terms of the financial agreement. The Repayment Election form authorized the Company to withdraw the standard monthly payment on the 1st of each month via Automatic Clearing House (“ACH”) draft. The Company deducted all authorized ACH payments; however, the standard monthly payment was not sufficient to repay the account per the terms of the SAC promotion. On 19 May 2016, the Company received a telephone call from Mrs. [redacted] authorizing the Company to draft an additional ACH payment to complete the terms of the SAC promotion. Due to the authorization being received too late to draft the payment the following day, the ACH payment drafted on the next business day, 23 May 2016. While the call was received after the SAC promotion expired, the representative for the Company did not advise Mrs. [redacted] that the promotion was expired. Therefore, the Company is honoring the SAC promotion waiving the interest that has been assessed. Additionally, the Company requested the Consumer Reporting Agencies (“CRAs”) update the account status to reflect that the account was “Paid in Full” as of May 2016. Please allow the CRAs thirty (30) days to reflect this change. If Mr. [redacted] has any questions, the Company invites him to contact Customer Operations Manager, [redacted] directly at ###-###-####. Sincerely, Customer Resolution Pioneer Services A Division of MidCountry Bank Tell us why here...

20 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 ID filed by [redacted] on 15 July 2015. Pioneer Services, a Division of MidCountry Bank (the “Company”), strives for the...

best in customer satisfaction and appreciates the opportunity to respond.
On 30 June 2015, the Company drafted the minimum payment via [redacted] (“ACH”) from Ms. [redacted]’ checking account. The pay-off quote Ms. [redacted]’ received that day, $2,977.42, reflected the drafted payment. On 02 July 2015, the ACH payment was returned to the Company unpaid. On 10 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 15 July 2015, Collections Team Lead, Mike [redacted] spoke with Ms. [redacted] explaining how the balance was calculated. Mr. [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

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...

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 22 December, 2014 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 applied. Mr. [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

August 15, 2014
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 number. During the last 80 years, we have prided ourselves on providing the highest quality of service for our military customers. Our 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[redacted], contacted Mr. [redacted] directly to explain the reason for our decision. She also provided additional details regarding the credit rating being reported by the credit reporting agencies. We 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 account. Our loans are governed by Nevada Lending Laws, and we voluntarily comply with the Military Lending Act of 2007. 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 Ms. H[redacted] directly at ###-###-####.
Sincerely,
Customer Resolution Team

06 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 account. The Company strives for the best in customer satisfaction and appreciates the opportunity to address Ms. [redacted]’s concerns.Upon receipt of the complaint, the Company reviewed the information reflected by Experian and Equifax for Ms. [redacted]’s account. Please note, that the individual CRAs have their own reporting systems and reflect the information provided in different manners. The 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) bankruptcy. The Company was unable to review the information reflected by TransUnion.The Fair Credit Reporting Act (“FCRA”) § 605 [15 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 Bankruptcy. The Company’s credit reporting is in compliance with the FCRA and aligned with the CRAs’ industry standards. The Company trusts the information contained in this letter is sufficient to close the complaint. If 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

27 May 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 ID filed by [redacted] on 12 May 2015. Pioneer Services, a Division of MidCountry Bank (the “Company”)...

appreciates the opportunity to address Mr. [redacted]’s concerns.
Upon receipt of the complaint, the Company completed a thorough review of Mr. [redacted]’s history with the Company. Certain loans originated by the Company are sold to affiliates of the Company. In certain states, the affiliates must hold licenses to hold those loans on their balance sheet. In this case, the affiliated entity is not licensed in the state of MA and therefore unable to purchase this loan from the Company. Previously this has not presented itself as an issue because while Mr. [redacted]’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

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If 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 them. I'm requesting Pioneer Services send me a copy of my of all documents related to this debt. I also want a copy of the sign agreement of the contract as well sent to my address that Revdex.com have on file within 15 days to review my account. 
Regards,
[redacted]