Pioneer Services, A 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. [redacted]’s concerns. In this letter, we will address each of Mr. [redacted]’s concerns regarding the account.
Upon receipt of the complaint, we have completed a thorough review of Mr. [redacted]’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

01 August 2017 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. [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.  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. [redacted]’s account. In the complaint, Mr. [redacted] stated that the account was opened in 2015 and was being repaid via Defense Finance Accounting Services (DFAS) allotment. The records show that the account was opened in 2016 and Mr. [redacted] elected to repay the account via Automatic Clearing House (“ACH”) drafts from his bank account. The account records show that the Company did not receive payment in the months of August 2016, February 2017, March 2017, April 2017, June 2017 or July 2017. The Company did receive Mr. [redacted]’s allotment payment for August 2017; however, the account remains contractually past due. As with all interest bearing loans the interest accrues daily based upon the principal balance owed. Mr. [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 day. Please 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 Company. The records show that the telephone number for Mr. [redacted]’s place of employment was obtained legally through a Google search and on 18 July 2017, three (3) telephone calls were placed to Mr. [redacted]’s place of employment. However, the individual who answered the telephone call advised the Company representative to “hold on” and then the call was disconnected. As 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 disconnected. On 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 again. The records do not indicate the Company received a request to discontinue calls to Mr. [redacted]’s place of employment until receipt of the Complaint. The Company has thoroughly documented Mr. [redacted]’s account with his preferred methods of contact. The Company trusts the information contained in this letter is sufficient to close Mr. [redacted]’s complaint. If Mr. [redacted]’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...

[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 under bankruptcy law it has to be $0 balance on current balance and past balance. You can not still have what I owed and the account is included in bankruptcy therefore meaning I do not owe that debt anymore. It has been discharged. So what you are reporting on my credit report is inaccurate.
Regards,
[redacted]

17 August 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 address Mr. [redacted]’s concerns. In 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 terms. The 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 customer. Upon receipt of the complaint, the Company completed a thorough review of Mr. [redacted]’s account. Records show, the Company first received notice of Mr. [redacted]’s disability claim 30 June 2016. The benefit activation request and supporting documents were returned by Mr. [redacted] on 06 July 2016 and the Company forwarded the request to LOTS for a decision. The supporting documentation provided by Mr. [redacted] included: Military discharge orders (“[redacted]”) dated 19 November 2014; andPhysical Evaluation Board (“[redacted]”) Proceedings dated 10 October 2014 On 12 July 2016, LOTS approved Mr. [redacted]’s claim from the date listed on the [redacted] through the maturity date on the contract. LOTS 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 Company. Records show, the Company did not receive payment for the following months: 2013 2014 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 benefit. 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 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

July 23, 2014
Revdex.com of Greater Kansas City
                RE:          Complaint ID [redacted]
To Whom It May Concern,
During the last 80 years, Pioneer...

Services, a Division of MidCountry Bank has consistently and successfully served our customers at the highest integrity level possible. We hold our representatives to the highest standards and appreciate feedback that helps us improve our processes.
We have reviewed Ms. [redacted]’s complaint and would like to advise that issues brought forward have been addressed and she will no longer receive phone calls to her place of employment.
Our Chief Military Collections Officer, Stan G[redacted], is happy to discuss this further should Ms. [redacted] like to contact him directly at ###-###-####.
Regards,
Kerensa [redacted]
Customer Resolution

[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: I have contacted Pioneer before and have talked to them numerous times about this situation. I do not see what contacting them again is going to do. They said that the first time they heard of anything was June of this year. This is not true because I contacted them over a year ago. It is not my fault if their employees did not input the conversation. Again, I was told it was going to be forgiven by Pioneer and removed from my credit report. Please just do what you said you would do and stick to your word. That is all I am asking.
Regards,
[redacted]

[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]