Frequently Asked Questions
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Why am I now dealing with Pioneer Credit and not my usual bank or finance company?
Your bank or finance company has sold your account to Pioneer Credit because your payments are overdue. For more information visit “I’ve received a letter”.
Why do you ask for my date of birth and address when you call?
It is important for your privacy that we are able to correctly identify you and establish if the account we have is yours. If your contact details are complete and up-to-date we are in the best position to promptly discuss your situation and provide assistance. It is important for you to inform us of a change in your details so there can be no delay in contacting you if needed.
How do I make a payment?
You can make a payment towards your account by contacting us or by visiting our payment portal.
How do I find out the current balance of my account?
You can get all the details about your account by contacting us.
Topics
COVID-19 Assistance
What should I do if I have been impacted by COVID-19?
We understand that you may be affected in a variety of ways during these challenging times and appreciate that every situation is different.
Our friendly team are ready to assist in any way possible. Depending on your situation, we may be able to offer you a payment reduction or an interest-free period. Contact us to learn more.
Can I reduce or defer my payments?
Depending on your situation, we may be able to defer or reduce your regular payments. Contact us to learn more.
Can I have my interest reduced or paused?
Depending on your situation, we may be able to reduce your interest rate or pause any interest being accrued during this time. Contact us to learn more.
Will you commence enforcement proceedings?
All legal proceedings during this time have been put on hold. For more information about a particular account, then please contact us to learn more.
Will you list a default to my credit file?
All default listings during this time have been put on hold. For more information about a particular account, then please contact us to learn more.
My Pioneer Credit Account
Why am I now dealing with Pioneer Credit and not my usual bank or finance company?
Your bank or finance company has sold your account to Pioneer Credit because your payments are overdue. For more information visit “I’ve received a letter”.
Why do you continue to call people who tell you they don’t have any money?
Our aim is to gain a full understanding of our customers’ situations to ensure we are providing them with the best possible solutions. We understand that some customers may not currently be in a position to make payments but – like you – we are confident that things will improve. We call our customers to seek further information and, simply to see if there is anything that we can do to help.
We recognise you have other commitments and may be busy and therefore, endeavour only to call our customers when it is necessary to do so and within best practice guidelines. Of course you can always call us. We are here to help, and are available on 1300 720 823.
What will happen if I ignore your attempts to contact me?
Pioneer Credit is here to assist you in paying off your accounts in the most achievable and stress-free way. We urge you to contact us promptly in order to minimise interest that may be accruing and also to avoid potential action against your account.
We can only help you in resolving your account if you contact us and help us understand your circumstances. It has been our experience that the most effective way to deal with your account is to respond promptly to Pioneer Credit’s attempts to speak with you.
Why do you ask for my date of birth and address when you call?
It is important for your privacy that we are able to correctly identify you and establish if the account we have is yours. If your contact details are complete and up-to-date we are in the best position to promptly discuss your situation and provide assistance. It is important for you to inform us of a change in your details so there can be no delay in contacting you if needed.
I would prefer to deal with Pioneer Credit in writing rather than on the telephone. Is this possible?
If you would prefer to communicate about your account via email we are happy to accommodate this to the extent that is practical. We will however need to have a quick discussion first to confirm your identity, in order to protect your privacy.
How do I make a payment?
You can make a payment towards your account by contacting us or by visiting our payment portal.
How do I find out the current balance of my account?
You can get all the details about your account by contacting us.
What do I do if I am not the customer but want to sort out an account?
We take the protection of our customers’ privacy very seriously – so without your permission, we can’t disclose information about you to anyone else. If you wish to have a family member or friend contact us on your behalf, then we will require your approval. For more information visit our resources page.
Why am I not receiving statements for my account?
You can view statements for your account in our Customer Portal.
I have received a Default Notice. What does this mean?
You should read the notice carefully for the full detail. In summary, sending a Default Notice provides a credit provider the ability to commence enforcement proceedings after 30 days. If you have received a Default Notice we strongly recommend you contact your Customer Service Team Member on 1300 720 823, even if you cannot pay the full amount due right away.
If I don’t pay my account will legal proceedings occur?
It is possible that legal proceedings could occur to recover an unpaid account – however this is viewed by Pioneer Credit as the absolute last resort. Our aim is always to work with you to find a solution that suits your situation.
Pioneer Path
Can I make a payment through Pioneer Path?
Currently you cannot make a payment through Pioneer Path, you will only be able to view your account details in the App.
How do I link my Pioneer Credit account to Pioneer Path?
To link your account to Pioneer Path you need to sign up with the name and email that we have on record for your Pioneer Credit account. You can contact your account manager on 1300 720 823 to find out what details we have on file for you.
How is Pioneer Path different to the Customer Portal?
Pioneer Path allows you to view your account and manage your personal finances. Our Customer Portal will allow you to view and manage your Pioneer Credit account.
Is Pioneer Path secure?
We’ve worked hard to make Pioneer Path secure. Pioneer Path has bank grade security to ensure that your information is safe.