ComplaintsforPioneer Federal Credit Union

• Initial Complaint

  01/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Received text messages and a hand-addressed letter sent to my new residence about an account that should have been closed last year. I received possible fraud notifications and attempted to contact the bank to resolve. The entire bank funnels all phone calls to one location. When I finally reached someone I was told they could not help me and I needed to download an app and facetime with someone else to resolve the issue. I proceeded to do this and was informed that the branch I was trying to reach was unavailable and they would contact me by end of day. I waited until late afternoon and did not receive a phone call from the branch. I was able to find and call a previous number for the specific branch I needed and left a callback number and short message. I received a call back shortly after, but it was from the location where all the calls are funneled to. I spoke to a condescending man who told me to repeat all the steps I had already done and that the bank has 24 hours to respond to calls, not the end of day as the previous person had told me. He finally attempted to contact the local branch for me and informed me that the branch manager was unavailable and at lunch at 3:00pm. He took my number and left a message for the branch manager to call me back. I have not heard anything yet. This is a potential fraud issue for an account that should not even be open and I can't get any response from the bank in question.

  Business response

  01/24/2024

  Pioneer has no record of a request for the account in question to be closed. Due to the account still being open and not being used the debit card on the account was still active. The phone calls about possible fraud come in from **** when attempts are made to a card where possible fraud is detected. **** is not able to close the account with ****************** and can only close the debit card on request. Pioneer apologizes that ****************** had to contact our call center multiple times without assistance. All Pioneers phone numbers link to our ************ When a branch manager is needed our call center staff will make a request for a branch manager to make a return call.The timeframe of 24 hours is given so Pioneer is not over promising, and our members are aware that the call back *** not be immediate. Many of our managers take late lunches depending on the location and the branchs schedule.
  
  The letter that ****************** received was not related to the **** fraud notifications. When Pioneer receives return mail a forwarding process is used internally to make sure that is the members forwarding address before sending mail to a new address. The letter was to notify ****************** that Pioneers system showed a different address on the account file and requested ****************** to make an address change.
  
  Pioneer apologizes for any misunderstanding and a branch manager has since contacted *******************  

  Customer response

  01/25/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  12/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  October, November and December, Pioneer fcu has charged me overdraft fee of ***** on every single thing possible and even on days I get paid. My SSDI IS ******* monthly on the fourth Wednesday of each month. December was ******* charges and overdraft fees, November was ******* in charges and overdraft fees, October was ****** charges and overdraft fees. All taken out of my SSDI DEPOSIT. Some of the charges were from my debtors in which they will not change the due date or work with me. The bank will not forfeit some of the overdraft fees at all or work with me. They are being a preditor bank. As a 100 percent disabled Veteran, I can't survive without some kind of relief.

  Business response

  12/27/2023

  Thank you for the opportunity to respond to this concern voiced by our member. After researching this complaint, we were able to connect with our member and find a solution. The member has received refunds in the past that there were not the result of a credit union error. In the most recent request, it was declined because the same situation was occurring:withdrawals were occurring before deposits were coming in. Since working with the member on this, they are confident that they are paying several of the automatic withdrawals off, and this will no longer be an ongoing issue. The member is also aware of additional options in the event issues arise in the future, like changing account/ debit card number to aide in changing the automatic payments.

  Customer response

  12/27/2023

  Myself and Pioneer Federal Credit Union worked out a solution to this problem. They refunded me ******. They will watch out for any future problems and change a few things. They had been charging overdraft fees even on days I get paid. Hopefully this will help other people having the same problem. Now I can have money for fuel and food. Thank you for helping me and stopping any preditor actions that affected me and hopefully other people.

  Customer response

  01/03/2024

  it's not complete until I recieve pay on January 24th, 24

• Initial Complaint

  12/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been depositing and writting check with just my signature as an endorment since I open my account. On 11/14 I deposited a check for $10451 made out to me and endorced with my name and I have the deposit slip. On this one check they wanted a different endorcement than I have ever used. The trust account belongs to me not me belonging to the trust. They have been holding the check since I deposited it without putting it into my account. So someone it holding this check and if nothing else I guess I will file a complaint with the ***** If they send this endorced check to me through the **** that will be something I will also bring up to the **** as they are expected to safeguard the money deposited into their business.

  Business response

  12/14/2023

  We at Pioneer Federal Credit Union are committed to addressing the concerns of our members and appreciate the opportunity to respond to the complaint raised by one of our valued members in their recent communication with the Better Business Bureau.

  Pioneer FCU's Position:
  
  Pioneer team members strive to balance legendary member service and experience with potential transactional risk. When a member deposits a check drawn on another financial institution, we evaluate several factors to help protect our member and Pioneer in the event the check is returned, and the funds are removed from the account. As the receiving financial institution, we should, according to the Uniform Commercial Code (UCC), ensure the payee of the check matches the account ownership and the check is endorsed properly. If it is not, and we accept the check, the paying institution could reverse the funds years after the transaction was completed, putting our member and Pioneer at risk of financial loss.
  
  When working with an account that is owned and titled by a non-individual, such as a business or trust, our general practice is to ensure the check is payable to the account owner, as outlined in our membership account agreement. If the check is not payable to the account owner (for instance, a signer on the business or a trustee), then it should be endorsed over properly, making it payable to the account owner. A significant consideration when using our discretion to make an exception to endorsements is the dollar amount of the check; as the dollar amount increases, so does the inherent risk if the check is reversed months or years later due to improper endorsement. That is why, based on a good member relationship, we may accept a lower dollar amount check but insist on larger items being corrected before depositing.
  
  When we are unable to accommodate a request, we attempt to find workable solutions, instead of simply saying no. If a deposit is made remotely (e.g., night drop, mail, online portal, ATM, etc.) and we discover a check is not payable to the account owner or properly endorsed, we look for ways the deposit can be completed. For example, coming by to endorse the check, having the check reissued properly, or finding other means of getting the item corrected.
  We regret any inconvenience or misunderstanding this may have caused our member. It is always our intention to act in the best interest of our members while complying with necessary banking regulations. We are dedicated to finding an amicable resolution to this matter and remain open to further discussion with the member to address their concerns satisfactorily.
  
  Sincerely,
  
  *******************
  VP of Branch Administration
  Pioneer Federal Credit Union

  Customer response

  12/14/2023

   
  Complaint: 20950277
  
  I am rejecting this response because: This account ********* was opened with a large check made out to me with the same endorcement as this check. It seems strange that they opened the account with a check with the same endorcement and now are now saying they want a different endorcement on another large check. The company that sent me the check does not know of the trust since it is an *** and has no need nor my desire for them to know of it. As for the False claim that the company can come back on them a year or two down the line they gave no example of that ever happening so I can BS for that excuse. I say again, the check has been made out to me not my trust with my name on it and IT IS correctly endorced by me, PERIOD! This makes one month now that they have held this check it is time for them to cash it and give me my money so I do not have to take future actions.

  Sincerely,
  
  ***************************

  Business response

  12/22/2023

  It is unfortunate that our previous member is unwilling to explore alternatives to resolve this situation. As stated in our initial response,an exception for our endorsement practices is done on a case-by-case basis. If an exception was made during an in-person transaction, after verifying with the other credit union the funds, it is not the same as a substantial ATM deposit. At this point, the account has been closed, and the only remedy for the complainant is to have the funds reissued or collect the item. We will not negotiate the item, even with proper endorsement, given there is no relationship for recourse. A check becomes stale dated after six months where we will no longer retain the item if it has not been collected.

  Customer response

  12/22/2023

  It is the Credit Union that is unwilling to work with me since I have a deposit slip showing the deposit. If it was not properly endorced than they could send it through the mail system as  Vanguard did without fear of getting stolen. It is their policy and not the fact that it illegally endorced that is causing this problem. They keep saying that it was not endorced correctly and that is incorrect as I have deposited a lot bigger check into this and other credit unions accounts, even this account was open with a large check with the same endorcement. This check was deposited when my account was open so they are the one that started this and caused me to close my account. They have within the last two week said they were going to deface or shred the check that is not their to do that. They are a credit Union if they did not want to deal with big checks like this maybe they need to rethink the business that they are in. I guess that it is time for me to start the process of contacting NCUA and seeing about filing a claim for the loss of my deposit.

• Initial Complaint

  11/03/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My mother passed away in July of this year. This has caused immense depression and a neglect of my responsibilities. On our about October 27th, I reached out to Pioneer to see what I can do to get caught back up in the next 60 days. The response was (paraphrasing) that nobody would help me, call someone else, sorry about your mom, refer people to us and we will give you $25. ******** knows this was inappropriate. *** told me she would have **** and the collection team know my request to have them reach out to me the following Monday. It is now Friday, November 3rd. Nobody has reached out to me. I will not speak to anyone from this bank on the phone after the horrific treatment ******** gave me. Heartless and callous. Email only. I was told I would be contacted to come to an arrangement. Nobody has contacted me. I want to get my account back into good standing, but this bank is so heartless and rude. They refuse to contact me and they need to held accountable just as I am. I want someone high, high, high up in this bank that Im part owner of based on what they claim to contact me via email. Not a staff member. Ive began reviewing your bank based on how ******** showed complete apathy. I will continue to do so and they will not be removed. I will provide screenshots of emails if this is called into question. Ive been treated horribly and lied to enough by this bank. I want to talk to an actual adult.

  Business response

  11/14/2023

  Dear ****************,

  Pioneer's employee was not able to assist you with your request and referred you to a department that was handling your account. Your account does not have good contact information for Pioneer to reach you other than email. Unfortunately, Pioneer's employee did not remove Pioneer's refer a friend marketing campaign from the email before replying to your email. Pioneer's management team has addressed your concerns and agrees with you that a referral marketing campaign should not have been included in the email reply. Pioneer's management team is also aware that Pioneer's employee tried to apologize to you in an email. Please call ************ to discuss your account in further detail.

  Sincerely,

  Pioneer Federal Credit Union

  Customer response

  11/14/2023

   
  Complaint: 20822690
  
  I am rejecting this response because: I have not been contacted as I have requested BY EMAIL. After the way I was treated, you cant believe Im going to allow myself to be treated poorly on the phone. 
  

  Ive made it clear I want to communicate via email only and that I wanted to be contacted by someone higher up. 
  

  I cant possibly be more clear. 1. Email only. 2. Someone higher up to contact me. 
  

  2 incredibly simple requests that cannot be followed. I await a response from someone higher up. There needs to be accountability. 
  
  Sincerely,
  
  *****************************

  Business response

  11/16/2023

  Dear ****************,

  I was informed that Pioneer's VP of Lending has reached out to you directly and is working with you. Please feel free to contact Pioneer at ************ if you have any other questions.

  Sincerely,

  Pioneer Federal Credit Union

  Customer response

  11/16/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I would like to note that the email I received was rude and passive aggressive. There is nobody to hold the employees accountable. When you ask to speak to a manager, it comes from the same inbox. It could be ANYONE answering. This gentleman was very rude. I would suggest nobody does business at this bank. I know I never will again.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  03/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company changed their platform without giving proper migration to their customers. Theyve been unwilling to correct what they have done and Ive given terrible service along side of it

  Business response

  03/09/2022

  Pioneer did switch our online banking platform, however, we gave our members plenty of notice and resources for the conversion. The branch manager and branch lead have had many conversations with this member on how to set up his loan payment online. They also provided many of our other payment options that we have available.

  Customer response

  03/09/2022

   
  Complaint: 16845147
  
  I am rejecting this response because: This is poor business. You will go out of business with these policies. 
  
  Sincerely,
  
  *******************************

  Customer response

  03/10/2022

  Refund and fix credit

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