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Frequently Asked Questions

Does the loan process have you scratching your head? We can help. Our quick, clear answers to your questions can be found on this page. Simply click on any of the questions below and you’ll find the answer you’re looking for. If you can't find the help you need here, please log into MyAccount or contact us directly at 1-888-430-5176.

Loan Process

We accept, process and consider loan applications from all ranks and branches of active-duty and career-retired service members, as well as Department of Defense employees (GS-6 and above). If you currently meet those requirements and wish to submit an application, you can apply online or by phone at 1-800-FOR-LOAN.

Yes. In order to begin the joint application process you can call a Pioneer Services representative at 855-622-9106 to get started.

Credit history is only one of the criteria used to evaluate each loan request. We look at more than your credit score; we offer loans to military service members because we truly understand the specific challenges that come with military life. Our Military Scoring Model® (MSM) means we take your unique military situation into account when considering your loan application. Whether you have great credit or are looking for military loans for bad credit, we want to help you get the funds you need — at a fair rate.

Loan amounts are based upon amount requested, your credit history, military rank, years in service, Expiration Term of Service (ETS), and debt-to-income ratio. Unfortunately, we are unable to pre-qualify you, but you may submit an application online or by phone at 1-800-FOR-LOAN
(1-800-367-5626).

We consider all possible loan amounts during the evaluation process. If you have additional information not provided on the initial application that would be helpful, please email us at customerservice@PioneerMilitaryLoans.com.

Yes, you can apply for additional funds. To find out if you are eligible for additional funds, access MyAccount online or call 1-800-FOR-LOAN and submit a new loan application. Once you have completed your new application, you will need to submit a copy of your current end-of-month LES. If you are approved for additional funds, we will consolidate any existing loan balance together with the additional funds so that you will only have one loan. See the FAQ “How is my loan origination fee calculated?” on this page in the event of a refinance to understand how that will impact your loan.

Each loan request is evaluated individually. You may apply online or by phone at 1-800-FOR-LOAN.

To find out the current status of your loan application, log into MyAccount on our website. This gives you the most up-to-date information regarding your application. You will also receive an email instructing you on what to do to complete your loan request process. We strive to provide the BEST and fastest service possible and will normally respond to you by email within 24 business hours of receiving your completed application and supporting documentation. Response time may fluctuate, however, depending on the volume of applications we receive and seasonal demand.

 

You will receive confirmation by email once your information has been processed. This usually occurs within a couple of hours, but response time may vary based on seasonal demand.

The best way to get us your requested documentation is to log into MyAccount and follow the upload instructions. You can also email or fax (1-888-430-5177 or 1-702-465-9484) your documentation to us. Please scan your documents and save them in either "jpg" or "bmp" format, then send them via email to customerservice@PioneerMilitaryLoans.com.

Your bank information is one of the final requirements necessary to complete the closing process and is needed so we can deposit the loan proceeds. If you do not receive your funds within 48 hours, not including weekends and national holidays, please contact us at 1-888-430-5176.

You can have instant access to your funds via ACH transfer to your bank or by electing to receive them as an Online Prepaid MasterCard® for immediate online use. Depositing your funds into a bank account via ACH may take 24-48 hours. This timeframe may change and does not include weekends or national holidays.

Our Online Prepaid Mastercard® gives you immediate access to your money. You can use it for online payments, purchases and transfers only. Funds are placed in a virtual account for immediate use. Go to www.myMCBcard.com to manage your card.

An Electronic Funds Transfer, or EFT, allows for your payment to be electronically withdrawn directly from your checking account(s) or, in some cases, from your savings account(s).

Interest Fees And Other Charges

Interest rates vary by customer and consider several factors, including credit history (based on a consumer credit report), military rank, years of service (employment history), and debt-to-income ratio. As we look at the entire credit profile, we are unable to determine a specific interest rate until completion of application and underwriting review.

The Annual Percentage Rate (APR) is the total cost of your loan at an annualized rate.

The loan origination fee is calculated as a percentage of your loan amount. If your loan transaction includes a refinance of an existing loan balance within the first 180 days of when you received that loan, the loan origination fee on the new loan will be calculated as a percentage of the new funds you are receiving. If your refinance occurs after the first 180 days of your existing loan, the origination fee on the new loan will be calculated as a percentage of the total loan amount. The actual percentage of the origination fee may vary depending on your underlying credit profile. You may contact our office to discuss your specific offer should you have any questions.

Payments

To find out how much you still owe, you can log into MyAccount online access at any time to obtain a loan payoff amount. You can also call us at 888-430-5176, simply listen to the menu to obtain account information.

We have several repayment options for you to choose from, each with features and benefits designed to help you protect your credit history. These  options include:

  • Allotment with a backup electronic funds transfer (EFT) —This is an automatic deduction that comes out of your paycheck. You will need to set this up using the MyAccount website. Click here and log on to get started setting up an allotment.  The allotment payment has a cost of $2.00 per month to you as charged by the unaffiliated allotment processing bank. The backup EFT will only be utilized should your allotment not start, or stop unexpectedly, to ensure your loan payment is made in a timely manner.
  • Electronic Funds Transfer (EFT) — This is an automatic withdrawal from your checking account.  There is no cost to you for the EFT option from us.  You should contact your bank to determine if they have any transaction fees associated with this type of payment option.  If any EFT transaction is returned as insufficient funds you may be charged an insufficient funds fee.   Log on to MyAccount to set up an EFT.
  • Direct Mail Payment — This payment will be in the form of a check or money order as it is not advisable to mail cash payments for security reasons.  The mailing address for payment remittance is:  PO Box 10487, Kansas City, MO 64171.

Yes, please log in to MyAccount to get started.

If your allotment was not properly stopped, call First Citizen's Bank at 1-800-351-1911.

If you wish to pay off your Pioneer loan before the term expires, you can obtain a payoff amount and info on payment methods by logging into MyAccount online access or by calling 888-430-5176.

There is no fee for paying your loan off early.

Yes, Pioneer Services has partnered with Western Union to provide Quick Collect Payment Services. Simply contact any Western Union Office, or visit their website at westernunion.com and provide your account number. Our code city is "askpioneer" and the state is Nevada (NV). Not sure of your account number? Please contact a customer service representative at 1-888-430-5176.

If you'd like to make an additional payment at any time, log in to MyAccount. You may also mail payments to Pioneer Services, P.O. Box 10487, Kansas City, MO 64171. Please include the last four digits of your social security number with any payments you send in. Payments may also be sent via Western Union Quick Collect (additional fees will apply from Western Union) using the codes provided in the previous question.

To set up an allotment payment, log in to MyAccount to get started.

To set up a payment online, just log in to MyAccount.

Transactions appearing as "non-sufficient funds” (NSF) in your account may result in an EFT returned to us. In this event, your account with us will be considered in default if you have not made additional payments to cover the contractual payment that is due.

You committed to make payments to us or our assignee per the “Payment Schedule” of the Federal Truth in Lending Disclosure (your contract). Know that if your bank processes a payment with your banking account, set-up for repayment via EFT (electronic funds transfer), it becomes overdrawn if you don’t have the funds to pay. 

To help you maintain a current active status and ensure all payments have been made, we may reinitiate any withdrawal that is returned for insufficient or uncollected funds as permitted by the NACHA (National Automated Clearing House Association) rules. NACHA is the industry trade association that manages development, administration, and governance of the ACH Network.


General Information

If you find a better loan with another lender or you change your mind and no longer need a loan, you may cancel your loan with no obligation and no cost to you. Simply return the funds in full within 15 days of signing for your loan and your account will be closed.

For your own peace of mind, we encourage you to share your loan contract with your military chain of command, a trusted financial advisor or even with other financial institutions. Compare interest rates, APRs and terms with other lenders so that you are confident you received the best offer. We offer this Personal Loan Satisfaction Guarantee to you to ensure you have the responsible loan that is right for you and are completely satisfied with your interactions with our company.

If you are trying to access your account or apply for a loan through a mobile device, there is a temporary compatibility issue with our site when using some Android phones. You can still access your account on a desktop or laptop by using the Firefox browser on your Android device. You can also get assistance with applying for a loan or accessing your account by calling 1-888-430-5176.

You can update your information at any time using MyAccount to ensure your address, phone number and employment information are accurate, keeping your account up to date.

For your loan documents, please log in to MyAccount on the home page, and click on the loan documents tab.

If applying for a new loan, please create your own password that is unique and at least eight characters in length. If you have forgotten your password, click on Forgot Password and fill out the needed information. Your password and username will be emailed to you.

Click on Forgot Password and fill out the needed information. Your password and username will be emailed to you.

Your name, social security number and date of birth have to match what already exists in our system. Please use the same data used on your previous application or existing loan. If you still experience the error or are unsure of what information was used previously, please call us at 1-888-430-5176 for further assistance.

In order to protect your privacy, we are prohibited from sharing any of your personal or financial information. Please consult our Privacy Policy for more details. If you would like us to provide information about your account to your spouse or other third party, please send an email or copy of your Power of Attorney to questions@pioneerservices.com or by fax to 1-888-430-5177 (Power of Attorney forms are generally available on base for free).

We have no control over how quickly individual reporting agencies update their information. You can contact the reporting agency directly and file a dispute with them and they will send that information to us directly where we will report any errors. This is the fastest way to resolve any differences.

If you do not already have a login, click here to create one. You will need your account number, exact minimum monthly payment amount and current email address on file with Pioneer Services. If you are missing any of the above information, please call 1-888-430-5176 or 1-702-821-3100, or email questions@pioneerservices.com from your military email address, along with the last four digits of your social security number.

In the event of a protected occurrence, Disability, Divorce, Loss of Life, Military Discharge or No Pay Due, Debt Protection could cover some or all of your payments. Debt Protection is not required to get a loan; it is completely optional.

Monthly rates for Debt Protection fluctuate based on the loan term. This cost increases with the size and term of the loan. You can pay for the cost month by month, or pay a single fee to cover the entire loan term when the loan is made or finance it along with the loan.

To find out if you have a qualifying event or to start the claim process, please call 1-855-622-9103 and listen to the menu options.

If you no longer want to carry Debt Protection coverage you can call 1-888-430-5176 for assistance.

If you are a current Military Ally member, please call 1-800-988-5797 or visit www.MyMilitaryAlly.com for assistance.

If you no longer wish to continue your Military Ally membership, call 1-800-430-5176 for assistance.

To comply with the U.S. Patriot Act we must validate the identity of every application. If we are unable to do this as part of the application process, you will need to send us a copy of your photo ID. This is to protect you and your credit.

Effective October 1, 2007, the Department of Defense final regulation of the Talent-Nelson amendment imposed restrictions on certain types of consumer lending. The final regulation focused on predatory products, such as payday loans, car title loans and tax refund anticipation loans (offered only during tax season in the spring). The most significant restriction is a 36% APR cap on loans to service members and their dependents, protecting military families from excessive APRs. These new restrictions will severely limit certain lenders (payday and car title lenders especially) from continuing to do business with service members and their families. The law protects a regular or reserve member of the military serving on active duty, the service member’s spouse, and the service member’s children.

The SCRA provides various civil/legal protections for individuals entering military service, called to active duty or currently serving in the military. This includes a 6% interest rate cap adjustment on loan obligations that were taken out PRIOR to being called to active duty.

If you are in the National Guard or Reserve and have been called up to active duty, you may be eligible for this temporary reduction in interest rates on your loan obligation while activated. If you were already on active duty when you took out a loan, you do not qualify under the SCRA. Please click here to read more about the act.  For more information, please contact customer service at 1-888-430-5176.