Online Bill Payment FAQ

Q: Whom can I pay through Online Bill Payment?
A: You can pay ANYONE in the United States from the next door neighbor, the utility company, the bank and even a child in college across the country.

Q: How late in the day can I enter, edit, or delete a payment?
A: You may add, edit, or delete payments scheduled Sunday through Friday until 11:00 PM EST the day before the scheduled payment date.

Q: What happens if I have a scheduled payment that falls over a weekend or holiday?
A: Scheduled payments that fall over a weekend will be processed on Friday evening. Any new payments that are scheduled over that particular weekend will be processed on Sunday night. Holiday processing occurs the day following the holiday.

Q: Are there any merchants that I cannot pay through the bill payment service?
A: Yes. You cannot pay any government agency.

Q: Can I use Online Bill Payment if I live outside the United States?
A: Yes, as long as you have a bank account in the United States.

Q: Can I get a copy of a cancelled check?
A: You can request a copy through Customer Service at 1-866-211-1502. There may be a fee associated with this service.

Q: How long is history retained in the VIEW PAYMENT HISTORY section?
A: Payment History records are kept for one year.

Q: What happens if I lose or forget my ID or PIN?
A: If you lose or forget your ID, you may call Customer Service at 1-866-211-1502 and with proper identification your ID will be given to you. If you lose or forget your PIN, you must follow the same procedure and a new PIN will be generated and mailed to you.

Q: How many payees may I have set up?
A: You may have up to 99 payees than you can set up through the Internet. If you need more than 99 payees, please contact Customer Service at 1-866-211-1502.

Q: When will the money be taken out of my account?
A: The money will be withdrawn out of your account approximately two business days after the payment date you have set.

Q: What if I do not have enough money in my account?
A: Your bank will treat bill payment items just like any other check that you write. Should the item be returned, a hold may be placed on your bill payment service.

Q: Can I edit vendor addresses?
A: No. You will have to set up a new vendor with the correct address and delete the old one.

Q: How do I know if a merchant is electronic or check?
A: Once you have set up the vendor/merchant, then you can look at the VIEW PAYEES screen and you will see a field that will tell you if the vendor is electronic or check.

Q: Can I set up recurring payments?
A: Yes. You can set up recurring payments in the following frequencies:

• Weekly
• Bi-Weekly
• Semi-Monthly
• Monthly
• Quarterly
• Semi-Annual
• Annual

Q: Will the memo field that I fill out when setting up a payment be passed on to the merchant?
A: No. The memo field is for your personal records, however the account number that you entered when you added the payee to your Personal Payee List is printed on the check. This allows the payee to know which account to apply the payment to.

Q: What will I be charged for this service?
A: Bill pay is available at no charge.

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