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COVID-19 Update Center

Branch Reopening Notice

Effective Monday, March 15, all Pioneer branch lobbies will be reopening for teller transactions. Though appointments are not required to enter a branch, customers are still encouraged to make an appointment to ensure quick service and reduce wait times.

If you plan on entering a branch, please adhere to the following requirements:

  • A mask or face covering must be worn at all times, but please be sure to remove hats and sunglasses.
  • Maintain at least six feet of distance between you and others.
  • To minimize wait times in the branches, customers are encouraged to continue utilizing our drive-up windows and ITMs, as well as access our secure eBanking tools to pay bills, make deposits, transfer funds, and manage your finances virtually.

If you have not already enrolled in Online Banking, we provide a simple online enrollment process that takes only a few moments.

Enroll in Online Banking now

As always, our Customer Care Team is also available to assist you at 518.730.3000.

We thank you for your continued commitment to ensuring the health of our Pioneer community, and look forward to welcoming you back to our branch lobbies.


Pioneer is Here to Help

For over 130 years, Pioneer has been ingrained in the communities we serve, giving back whenever possible. During these uncertain times, we will stay true to our values. We are committed to serving the needs of our customers, our neighbors, and our families while protecting the health and well-being of our staff.

We understand that financial situations can change quickly, and we are here to help.

Our Branch and Customer Care Teams are skilled and ready to assist you. We have empowered our staff to support your specific needs. Should you have questions regarding your account, online resources, or are experiencing a financial difficulty, contact a Branch or our Customer Care Team at 518.730.3000 for assistance.

Mortgage Customers

Consumer Mortgage Loan Periodic Statements

The consumer mortgage loan periodic statements required under NYS Part 419.4(c) have been delayed beyond the planned effective date of August 14, 2020 due to COVID-19 and we are diligently working with our vendors to make the required changes. We plan to begin providing periodic mortgage statements as they are available through our vendors. 


If you are experiencing financial difficulties as a result of COVID-19 that are preventing you from making a mortgage payment, please contact a Branch or our Customer Care Team at 518.730.3000 to discuss your eligibility for a forbearance of your mortgage payments for up to 90 days.Pioneer is implementing this measure to alleviate the adverse impact of the coronavirus on consumers that can demonstrate financial hardship, based upon one of the following:

  • Unemployment or a reduction in hours that is due to COVID-19;
  • Inability to work due to caring for your children who are home due to mandated school closure.

If you meet any one of the criteria listed above or have questions about your eligibility, please contact Customer Care at 518.730.3000 or email covid-19loanrelief@pioneerny.com for an application, which will outline guidance on how to apply, time frame, and what documentation may be necessary to process your application.

Deposit Account Customers

For information related to Treasury and IRS Stimulus payments, including how Non-Filers can enter payment information and Filers can expect their funds, click here.

All Pioneer deposit customers are able to access Pioneer Perks benefits, including Pharmacy/Vision/Hearing Savings & ID Theft Protection through our partner, StrategyCorps, now through December 31, 2021 at no cost. To access these savings, please visit the StrategyCorps website by clicking here.

The Federal Reserve Board has amended Regulation D to eliminate the six-per-month limit on convenient transfers from savings accounts. In conjunction with this rule amendment, and given the financial hardships caused by the COVID19 pandemic, Pioneer will cease enforcement of the six transfer rule for savings accounts at this time.

If you are experiencing financial difficulties as a result of COVID-19, please contact a Branch or our Customer Care Team at 518.730.3000 to discuss potential eligibility for a waiver of certain account fees. Pioneer is implementing this measure to alleviate the adverse impact of the coronavirus on consumers that can demonstrate financial hardship, based upon one of the following:

  • Unemployment or a reduction in hours that is due to COVID-19;
  • Inability to work due to caring for your children who are home due to mandated school closure.

If you meet any one of the criteria listed above or have questions about your eligibility, please contact a Branch or our Customer Care Team at 518.730.3000.

Business Customers

Our team is here to assist you should you need additional information. Please reach out to your Pioneer Relationship Manager, a Branch representative, or give our Customer Care Team a call at 518.730.3000 to be directed to our business banking team.

Insurance Customers

A recent Executive Order issued by Governor Cuomo, together with recent amendments to the insurance and banking regulations issued by the New York State Department of Financial Services, extend grace periods and give you other rights under certain property/casualty insurance policies, and life insurance policies or annuity contracts, if you can demonstrate financial hardship as a result of the novel coronavirus pandemic.

  

Stay Vigilant

Please know that Pioneer will never request your confidential information through email or social media. Contact us to verify any email or social media requests or activity where your confidential information is being requested. Never send any account information in a private message through social media, even to us.

 

Frequently Asked Questions

Is my money safe?

Yes, your money is safe and secure. Pioneer is a Member FDIC, which means our deposit products are backed by the full faith and credit of the United States government. Since 1933, no depositor has ever lost a penny of FDIC-insured funds, and the safest place for your money is with an FDIC-insured bank.

The FDIC has a tool, the Electronic Deposit Insurance Estimator or EDIE, for use in answering deposit insurance coverage questions. This tool allows a depositor to input either actual information about their deposit accounts or information about accounts they are thinking of establishing. EDIE is on the FDIC website at https://edie.fdic.gov/index.html.

As a secondary source, FDIC also has a team of subject matter experts available to answer questions about deposit insurance or accessing bank accounts. Customers can call 1-877-ASK-FDIC (1-877-275-3342) and ask to speak to a subject matter expert between 8:30AM- 5:00PM Monday-Friday.

Consumers can also contact the FDIC in writing through the FDIC Deposit Insurance Form via the FDIC Information and Support Center at: https://ask.fdic.gov/fdicinformationandsupportcenter/s/.

Learn more about FDIC Deposit Insurance or view this newsletter from the FDIC.

Where can I call for help?

Should you have questions regarding your account, online resources, or are experiencing financial difficulty, our Customer Care Team is available to assist you at 518.730.3000.

How and when do I get my stimulus funds?

Updated January 8, 2021: The Treasury Department reports the IRS has started to send approximately eight million Economic Impact Payments (EIPs) by prepaid debit card. The distribution of EIP Cards follows the millions of payments already made by direct deposit and the ongoing mailing of paper checks and are part of Treasury's plan to deliver Economic Impact Payments as rapidly as possible.

To address problems with the debit card distribution from the first EIP in 2020, the "EIP2" debit cards are being mailed in white envelopes clearly marked with the Treasury Department's seal and a prominent notice, "Not a bill or an advertisement. Important information about your Economic Impact Payment." The sample envelope in Treasury's announcement shows a return address that includes "Economic Impact Payment Card." Reports following last year's card distribution indicated that many cards had been thrown away as promotional (junk) mail.

Questions on how to use the EIP card? Click here.

EIP Card

For more information for both Filers and Non-Filers on Economic Impact Payments from the IRS, click here.

What should I do with my investments?

With the market being in a current volatile state, we recommend that you speak with your financial advisor to form a plan that best suits you.

You can reference our recent blog post on what topics to discuss with your financial advisor.

Should I be on the lookout for scams?

Yes, unfortunately scammers find any way to take advantage of the public in a time of crisis. The FDIC has even received reports of fraudulent claims of individuals pretending to be them. Here are some ways to avoid coronavirus phishing scams:

  • Don't click on links from sources you don't recognize.
  • Watch for emails claiming to be from the Center of Disease Control and Prevention (CDC) or "experts" saying they have information about the virus. Stay up-to-date on the most recent information by visiting the Center of Disease Control and Prevention and the World Health Organization websites.
  • Ignore online offers for vaccinations. There are currently NO vaccines, pills, lotions, lozenges, or other prescriptions or over-the-counter products available to treat COVID-19.
  • Think twice before making donations, whether through charities or crowd-funding sites. If someone wants donations in cash, gift cards, or wiring money, do not do it.
Pioneer Gives Back

Pioneer Gives Back

The Pioneer Bank Foundation is committed to "helping kids be kids" by giving to local charitable organizations in our communities that focus on the health and welfare of children.

Learn More

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