Bill Pay

Bill Pay Q&A

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    How do I start using bill payment?

    You begin by adding merchants/payees accounts to your Merchant/Payee list. You can then schedule payments for them using the Setup/Change Payments or QuickPay options.
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    What kind of bill payments are available?

    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 payment is sent to the merchant/payee. The merchant/payee will receive the payment 2-5 days after the payment date. The funds are withdrawn from your account once the merchant receives them.
    • Automatic – A recurring payment that occurs at your specified frequency as many times as you indicate.
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    Why do I get a confirmation number when I make a payment?

    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.
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    How will I know if a payment is processed successfully?

    The Activity Section will show a status of “Processed” for that particular payment. However, this does not guarantee the merchant/payee received or posted this payment.
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    How will I know if a payment failed?

    The Activity Section 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.

    Payment history shows my payment was Processed, but my account was not debited. Should I schedule another payment for this payee?

    No. Anytime a payment shows a status of processed in the Activity Section, this means that the payment went out to the merchant/payee successfully. The debit to your account can take a few business days to post to your bank account.

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    Is there a way I can verify online that a merchant/payee received my payment?

    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.
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    What is the maximum amount for any one payment?

    There is a pre-determined limit on the amount you can pay. If you are having problems, please contact us.
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    How far in advance can I set up a payment?

    Payments can be set up as much as 12 months in advance.
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    Do I have to re-enter payments each month?

    You can set up automatic payments of the same amount so you do not have to re-enter them each month using the Auto Pay feature.
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    Are there any payments I should not make through the system?

    The following payment types are prohibited through the system: tax payments, court-ordered payments, and payment to payees outside the United States. It is not recommended to pay another bank to which you wish to make a deposit.
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    How many days before the due date do I need to make a payment?

    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.
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    The Bill Pay system says 'Schedule a Payment at least 5 Business Days Before Due Date', what does this mean?

    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.
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    Is there a way to see previous payments?

    Payment history is retained for 7 years. You may search for past payments by going to the Activity Section.
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    What if my recurring or one-time payment falls on a non-business day?

    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.
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    What do I need to do if one of my merchants/payees notifies me that a payment has not been received?

    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 Activity option. View the payment details and select Payment Inquiry to initiate a payment Investigation.
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    When can I begin making payments to a new merchant/payee that I added?

    You can begin making payments to that merchant/payee immediately.
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    How do I add a merchant/payee to my list?

    In the Payment Center, select Add a Company or Person and then complete the requested fields.
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    How do I change the account number or address for a merchant/payee?

    In the Payment Center, select the name of the company that you want to make changes to and then update the appropriate information.