• FAQ ATM/Debit Cards
  • FAQ eStatements
  • FAQ Online Banking

 

Q. Is there a fee for a replacement ATM/Debit Card?
A. Yes, there is a $15.00 + tax fee to Pioneer Bank customers for a replacement Debit Card.
 
Q. Does my Debit Card have a daily limit?
A. Yes, the Debit Card daily limit is set at $200.00 per day (or 24 hours) for ATM withdrawals and $300.00 per day for POS (Point of Sale).
 
Q. Why is a maximum daily limit set for my Debit Card?
A. The limit for Debit Card transactions is enforced for your protection in the event your card was lost or stolen.
 
Q. I need to make a purchase that exceeds my daily limit of $300.00, what can I do?
A. To make a purchase that exceeds your daily limit, please contact a Pioneer Bank representative at 712-943-5511 or Toll Free at 1-800-332-2396. They will be able to temporarily raise your Debit Card limit so that you may complete the transaction.
 
Q. Should I contact Pioneer Bank if I will be traveling?
A. Yes, we would appreciate it if you would contact a Pioneer Bank representative at 712-943-5511 or Toll Free at 1-800-332-2396 if you will be traveling with your Debit Card. This will prevent your card from being temporarily blocked if our fraud monitoring software detects suspicious transactions due to traveling.
 
Q. My ATM/Debit Card PIN does not work, what should I do?
A. If your PIN number does not work for your ATM/Debit Card, please contact a Pioneer Bank representative at 712-943-5511 or Toll Free at 1-800-332-2396 and we will be happy to assist you in troubleshooting the issue. We may be able to reset your PIN tries if they have been exceeded or we may assign a new PIN number for you.
 
Q. I have received my Debit Card in the mail, but what is my PIN number?
A. Your PIN number should come in the mail a few days following the ATM/Debit Card. If you have not received both your Debit Card and PIN within 7-10 business days after your order request, please contact a Pioneer Bank representative at 712-943-5511 or Toll Free at 1-800-332-2396.
 
Q. How can I request a new PIN for my existing Debit Card?
A. To request a new PIN or a replacement Debit Card, please contact a Pioneer Bank representative at 712-943-5511 or Toll Free at 1-800-332-2396 and we will be happy to have a new ATM/Debit card and/or PIN number ordered for you.
 
Q. I have a joint account, can the other signer and I have different ATM/Debit Card numbers?
A. Yes, each Debit Card and PIN number will be unique to each signer on the account.
 
Q.  Will ATM deposits be credited immediately to my account?
A. Yes, ATM deposits will be memo-posted to the account (reflected in the ledger balance), but the funds will not be available until the following business day.
 
Q. What is the foreign ATM fee for a funds withdrawal at non-Pioneer Bank ATM?
A. The fee for making a withdrawal at a foreign ATM is $1.50 per withdrawal.
 
Q. There is not a Pioneer Bank ATM in the town I live in, how can I avoid foreign ATM fees?
A. Pioneer Bank is joined with Shazam Privileged Status ATMs. The participating ATM machines will have a Privileged Status sticker.
 
Q. Is there an additional fee to use my ATM/Debit Card in a foreign country?
A. No. There are no additional fees charged by Pioneer Bank to use your ATM/Debit Card in a foreign country.
 
Q. I do not recognize a Debit Card transaction on my account, what should I do?
A. If you have a Debit Card transaction on your account that you do not recognize or is unauthorized, please contact a Pioneer Bank representative at 712-943-5511 or Toll Free at 1-800-332-2396 and we will be happy to give you additional information regarding the transaction. If the transaction is unauthorized, our customer service representatives will assist you in disputing the charges.
 
Q. What am I liable for if my Debit Card is lost or stolen?
A. If your Debit Card is lost or stolen, Pioneer Bank will assist you in disputing all unauthorized transactions or those which occurred while the card was not in your possession, with the exception of PIN based transactions.
 
Q. What should I do if my ATM/Debit Card has been lost or stolen?
A. If you believe your card has been lost or stolen, please contact us immediately at 712-943-5511 or Toll Free at 1-800-332-2396. You may also contact Visa directly during non-banking hours at 1-800-383-8000.
 

 


 

Q. What is an eStatement?
A. An eStatement is an electronic version of your account statement available through Online Banking. An eStatement contains the same information as your paper statement, and is presented online so that you can view, print or save at your convenience.
 
Q. Is there a fee to receive eStatements?
A. There is no fee to receive eStatements.
 
Q. If I sign up for eStatements, will I still receive my paper statements?
A. Once you have signed up for eStatements, you will no longer receive your paper statements. However, you always have the option to request a paper copy of your periodic statement. A fee may be charged for a paper copy of your periodic statement.
 
Q. Which account statements are available in electronic format?
A. At this time, eStatements are available for checking accounts (including money market accounts) and savings accounts.
 
Q. How do I sign up for eStatements?
A. Log in to Online Banking from the Home Page.
 
Q. After enrollment, when will I receive my first eStatement?
A. After enrollment, we will send you a "New User Message" to the email address provided during enrollment.  When your account statement is ready for viewing, an email notification will be sent to the email address you provided during enrollment.
 
Q. How do I retrieve my eStatements and view my cancelled checks?
A. Log in to Online Banking from the Home Page. You will then be directed to the Welcome Page of eStatements.  To view your statements (and checks), click on the Statements link found under "Documents". eStatements are available to view and print for up to 3 months.
 
Q. Can my joint account holder view the eStatements?
A. Yes, as long as the joint account holder has access to Online Banking. Any owner of the account may elect to enroll in eStatements.
 
Q. How far back can I access my eStatements?
A. eStatements are available to view and print for up to 3 months.
You may also save the statements to your own system as needed.

 


 

Q. How do I sign up for Online Banking?
A. Click "Apply" in the Secure Online Banking area of any page on this site. Complete the "currently not a user" required fields and within 48 business hours you will receive a confirmation email. OR stop in to one of our convenient locations and our customer service representatives will assist you.
 
Q. Is there a fee for Online Banking?
A. No, Online Banking is available free of charge to all Pioneer Bank customers.
 
Q. Is Online Banking safe?
A. Yes, Pioneer Bank uses state-of-the-art firewalls and security to protect your accounts and identity. We protect your information by:
  • Requiring you to use a browser with 128-bit encryption.
  • Never displaying your social security number or account numbers over the Internet. Instead, we allow you to customize your account names to differentiate accounts.
  • Requiring a unique Online Banking login and password to be entered before you have access to any account information.
  • Instituted a password lockout system; if your password is entered incorrectly three consecutive times, the user is "locked out" of the system.
 
Q. What can I do to protect my internet security?
A. While Online Banking works to protect your banking privacy, you will also play an important role in protecting your accounts. There are a number of steps you can take to ensure that your Online Banking account information is protected including:
  • Don't reveal your Online Banking login ID or password to anyone else. They are designed to protect your banking information, but it will only work if you keep them to yourself.
  • Change your password frequently.
  • Don't walk away from your computer if you are in the middle of an Online Banking session.
  • Once you have finished your Online Banking session, sign off before visiting other sites, by clicking the "Exit" button.
  • If you notice suspicious or unusual activity on your Online Banking accounts, call us at 712.943.5511 or 800.332.2396.
  • Do not change your account alias names for your Online Banking accounts to your account numbers.
 
Q. Can I choose my own Online Banking ID and Password?
A. Yes, while initially registering for Online Banking you will be asked to assign a unique login ID and password. You may choose any alphanumeric password 6-8 characters in length, for example JohnDoe1.  You may change your password as often as you would like, however the system will remember the last three passwords used.
 
Q. How do I change my password?
A. After you log on to Online Banking select "change password" under the "My Profile" option. You will be asked to enter your current password, then to type in your new password twice for verification purposes. To save this change, click on "Make the change".
 
Q. What can I do if my Online Banking account is locked or blocked?
A. If you are unable to access your Online Banking account and you have received the message to contact your administrator, please contact us at 712.943.5511 or Toll Free at 800.332.2396.
 
Q. My spouse and I have joint accounts and separate accounts. Is there a way we could see all of our accounts together?
A. Yes. If there are additional accounts (such as a child or spouse's account) that you would like to access through Online Banking, you will be able to view these accounts as long as you are listed on the account (s).
 
Q. Can my spouse and I have separate Online Banking login ID's?
A. Yes. Each signer on the account is required to have a different Online Banking login and password that is unique to them.
 
Q. What should I do if I forget my password?
A. If you forget your password, simply call us at 712.943.5511 or Toll Free at 800.332.2396, our customer service representatives will be happy to assist you.
 
Q. How late in the day can I make a transfer between my Pioneer Bank accounts?
A. You can transfer funds 24 hours a day. However, if you would like the transfer to post on the same business day, the transfer must be initiated and a confirmation number received before 4:00pm on business days Monday-Friday. All transfers made after 4:00pm, on the weekends, or on holidays will post the next business day.
 
Q. I signed up for Online Banking, but I am not able to view my past statements?
A. Only statements produced after you signed up for Online Banking are available online.
 
Q. How far back can I review my statements?
A. You can view up to 6 previous statements as well as your current transactions.
 
Q. When is Online Banking unavailable?
A. Occasionally, Online Banking will be temporarily unavailable during routine maintenance sessions. You will be notified of these dates and times prior to scheduled maintenance when you log on to Online Banking.
 
Q. Can I pay bills or transfer funds using Online Banking?
A. Yes, you may transfer funds between your checking and savings accounts with Pioneer Bank. You may also make payments to your loan from your accounts with Online Banking. Additionally, you may use our FREE Bill Payment feature within Online Banking to pay bills to electronic or check payees. For more information on Bill Payment, please contact us at 712.943.5511 or 800.332.2396.
 
Q. How do I get in contact with the Bill Payment center?
A. The Bill Payment Center, CheckFree can be contacted at 800.268.5652.
 
Q. My account numbers do no appear on Online Banking, how can I differentiate between my accounts?
A. Online Banking allows you to assign an alias name to each of your accounts so you can label them whatever is most convenient for you (i.e., Christmas savings, Expense account, etc.). To assign an alias name to your accounts, click on the "My Profile" link at the top of your Online Banking screen. Next, click on "Change account alias" on the left side of the screen. All accounts will be listed, simply type over the current name of the account with the alias you have selected. When completed select "Make the change".
 
Q. What is the difference between current and available balance?
A. Your current balance is the total amount of funds currently in your account. Available balance is your current balance plus any available deposits for the current day.