Below are a few of the
frequently asked questions
regarding using the online
BillPay service. Click on the
question to see the answer.
|
Q. |
How do I start using
bill payment?
|
|
A. |
You begin by adding
merchants/payees to
your
Merchant/Payee
list. You can then
schedule payments
for them using the
Setup/Change
Payments or
QuickPay
options.
|
| |
|
Q. |
What
kind of bill
payments are
available? |
|
A. |
There are two kinds
of bill payments
available:
One-time - A payment
that is processed on
the day you
specify. On the
payment date you
specify the funds
are withdrawn from
your account and the
payment is sent to
the
merchant/payee. The
merchant/payee will
receive the payment
2-5 days after the
payment date.
Automatic - A
recurring payment
that occurs at your
specified frequency
as many times as you
indicate.
|
| |
|
Q. |
Why do I get a
confirmation number
when I make a
payment? |
|
A. |
Confirmation numbers
are provided for all
confirmed or
modified payments.
This is your
assurance that a
payment will be
processed on the
date it is
scheduled. It is
also a reference
number that can be
used for requesting
research.
|
| |
|
Q. |
How will I know if a
payment was
processed
successfully? |
|
A. |
The Payment History
will show a status
of "Processed" for
that particular
payment. However,
this does not
guarantee the
merchant/payee
received or posted
this payment.
|
| |
|
Q. |
How will I know if a
payment failed? |
|
A. |
The Payment History
will show a status
of “Failed” for that
particular payment
and the system will
send you a message
to let you know the
payment failed. The
most common reason
for a failed payment
is insufficient
funds in the account
used to make the
payment.
|
| |
|
Q. |
The payment history
showed that my
payment was
Processed, but
my bank account has
not been
debited. Should I
schedule another
payment for this
merchant/payee? |
|
A. |
No. Anytime
a payment shows a
status of Processed
in the Payment
History, this means
that the payment
went out to the
merchant/payee
successfully. The
debit to your
account can take up
to 3 business days
to post to your bank
account. |
| |
|
Q. |
Is there a way I can
verify online that a
merchant/payee
received my payment?
|
|
A. |
If payment was made
to the
merchant/payee by
check, you can
determine if the
check has been
cashed by viewing
the payment details
under payment
history. Actual
verification needs
to come from the
merchant/payee. If
the payment was made
via electronic
remittance, then you
must contact the
merchant/payee to
verify that the
payment was received
and posted.
|
| |
|
Q. |
What is the maximum
amount for any one
payment? |
|
A. |
There is a
pre-determined limit
on the amount you
can pay. If you are
having problems,
please contact
Customer Service.
|
| |
|
Q. |
How far in advance
can I set up a
payment? |
|
A. |
Payments can be set
up as much as 18
months in advance.
|
| |
|
Q. |
Do I have to
re-enter payments
each month?
|
|
A. |
You can set up
automatic payments
of the same amount
so you do not have
to re-enter them
each month.
|
| |
|
Q. |
Are there any
payments I should
not make through the
system? |
|
A. |
The following
payment types are
prohibited through
the system:
Tax payment
Court ordered
payments
Payment to payees
outside the
United States
It is not
recommended to pay
another bank to
which you wish to
make a deposit.
|
| |
|
Q. |
How many days before
the due date do I
need to make a
payment? |
|
A. |
Unless otherwise
specified, we
recommend that you
specify a payment
date at least 5
business days before
the due date to
ensure your payment
reaches its
destination on time.
|
| |
|
Q. |
The Bill Pay system
says ‘Schedule
payment at least 5
business days before
due date’. What
does this really
mean? |
|
A. |
The number of days
before the payment
due date is called
"lead time." Lead
time covers the time
required for the
merchant/payee to
receive and post the
payment (assuming
the merchant/payee
address and account
number are
correct). This
does not guarantee
when the
merchant/payee will
post the payment.
The day that the
payment was
processed is not
included in the lead
time.
Lead time should
be used with
discretion, since
only user experience
with the
merchant/payee will
determine the number
of days the user
should allow for
actual posting of
the payment. |
| |
|
Q. |
Is there a way to
see previous
payments? |
|
A. |
Payment history is
retained for 18
months. You may
search for past
payments by using
one or a combination
of the following:
Merchant/Payee Name
Payment Date
Payment Amount
Confirmation Number
|
| |
|
Q. |
What if my recurring
or one-time payment
falls on a
non-business day?
|
|
A. |
One-time payments
cannot be scheduled
for non-business
days (such as
weekends or Federal
holidays). Recurring
payments are
scheduled payments
set up to happen on
the same day or date
each month (for
example: each 15th).
If one of these
recurring dates
falls on a
non-business day,
the payment is
processed on the
preceding business
day.
|
| |
|
Q. |
What do I need to do
if one of my
merchants/payees
notifies me that a
payment has not been
received? |
|
A. |
First, contact the
merchant/payee
directly to verify
that the payment has
not been received.
Next, confirm that
your payment was
processed by using
the Payment
History option.
View the payment
details and select
Research Request
to initiate a
payment
Investigation.
|
| |
|
Q. |
Is
there a cutoff time
for me to cancel or
change a payment
scheduled for today?
|
|
A. |
You can review,
change or cancel a
payment at any time.
If the payment is
scheduled for that
day, the change or
cancellation must be
before daily
settlement time (2PM
Eastern Time). The
system displays an
error message if you
attempt to modify a
payment after this
deadline.
|
| |
|
Q. |
How
will I know if an
automatic payment
instruction has
expired? |
|
A. |
You will receive a
Final Payment secure
message notifying
you the last
scheduled payment
has been processed.
You can modify and
reschedule your
payment if you wish
to continue it.
|
| |
|
Q. |
When can I begin
making payments to a
new merchant/payee I
added? |
|
A. |
You can begin making
payment to that
merchant/payee
immediately.
|
| |
|
Q. |
Can I pay someone
who does not appear
on my list?
|
|
A. |
Yes, simply add the
merchant/payee to
your
Merchant/Payee List
in order to make a
payment to them.
|
| |
|
Q. |
How do I add a
merchant/payee to my
list? |
|
A. |
Using the
Merchant/Payee
Accounts option,
select Add
Merchant/Payee
and then complete
the requested
fields. |
| |
|
Q. |
How do I change the
account number or
address for a
merchant/payee? |
|
A. |
Using the
Merchant/Payee
Accounts option,
select the
Merchant/Payee,
select Details
and then update the
appropriate
information. |
