FREQUENTLY
ASKED QUESTIONS
How do I sign-on to the Bill Pay service?
Whom can I pay through Online Bill Payment?
Are there any merchants that I cannot pay through the bill payment service?
When will the money be taken out of my account?
What if I do not have enough money in my account?
What happens if I have a scheduled payment that falls over a weekend or holiday?
Can I use Online Bill Payment if I live outside the U.S.?
Can I get a copy of a cancelled check?
How long is history retained in the VIEW PAYMENT HISTORY section?
What happens if I lose or forget my ID or PIN?
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PAYMENTS
When and how are the payments processed?
How far in advance should I set up a payment to insure it is paid on time?
Are there minimum and maximum payment amounts?
How late in the day can I enter, edit, or delete a payment?
Can I postdate a single payment?
Can I postdate recurring payments?
What does the “status” field indicate on the PAYMENT HISTORY PAGE?
What payment frequencies are available?
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PAYEE
INFORMATION
How many payees may I have set up?
Can I have multiple payments to the same payee on the same day?
How do I know if a payee is electronic or check?
Will the memo field that I fill out
when setting up a payment be passed on to the payee?
GENERAL INFORMATION
How much does it cost?
Bill Pay is subject to monthly plan fees. Your designated Bill Pay checking account will be debited for your Bill Pay access on the 20th of each month. This bulk total will include your monthly plan fee, any per transaction fees, any stop payment fees, and any check copy fees.
Check our Bill Pay Terms and Conditions for current fees associated with Bill Pay.
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How do I sign-up?
Print a copy of our Bill Pay application
Fill out this document and sign.
Return this signed document to the credit union by:
Mail (see contact page)
Deliver (see contact page)
You will receive a confirmation letter via e-mail
Note: The credit union will not be responsible for delivery charges
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How do I sign-on to the Bill Pay service?
Our Bill Pay service is integrated within our online banking product (HomeBr@nching).
Once you have obtained your Bill Pay ID and PIN, simply log-on to your HomeBr@nching
account and click on a Bill Pay function.
Note: Please maintain your Bill Pay ID and PIN access letters.
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How do I cancel Bill Pay service?
Print a copy of our Bill Pay cancellation notice
Fill out this document and sign.
Return this signed document to the credit union by:
Mail (see contact page)
Deliver (see contact page)
You will receive a confirmation letter via e-mail
Note: You are responsible for any monthly charges accrued during the month
that the cancellation is given. Prior to submitting a cancellation request,
you are required to delete all scheduled payments from your Bill Pay account.
The credit union will not be held responsible for items processed due to oversight
(by the member) of this requirement.
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Whom can I pay through Online Bill Payment?
You can pay virtually ANYONE in the United States from the next-door neighbor,
to the utility company, to the bank, and even a child in college across the
country. You can not pay child support or any government agency.
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Are there any merchants that I cannot pay through the bill payment service?
Yes. You cannot pay child support or any government agency, such as the I.R.S.
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When will the money be taken out of my account?
The money will be withdrawn out of your credit union account approximately
two business days after the payment date you have set.
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What if I do not have enough money in my account?
We 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
and a fee charged to your credit union account.
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What happens if I have a scheduled payment that falls over a weekend or
holiday?
Scheduled payments that fall over a weekend will be processed on Friday evening
by Metavante™. Any new payments that are scheduled over the weekend,
for the current weekend, will be processed on Sunday night. Holiday processing
is done the following day after the holiday.
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Can I use Online Bill Payment if I live outside the U.S.?
Yes, as long as you have a bank account in the United States. However, you
cannot pay bills to payees located outside the United States.
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Can I get a copy of a cancelled check?
You can request a copy through Metavante Customer Service (Toll Free: 1-866-211-1502).
There is a fee associated with this request.
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How long is history retained in the Bill Pay VIEW PAYMENT HISTORY section?
Payment History records are kept for one year.
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What happens if I lose or forget my ID or PIN?
If you lose/forget your ID or Pin, you may call Metavante Customer Service
(Toll Free: 1-866-211-1502) and with proper verification, your ID or a temporary
Pin will be given to you.
PAYMENTS
When and how are the payments processed?
Scheduled payments are processed Sunday through Friday at 10:00 PM Central
Time. On Sunday through Thursday, all payments scheduled for the current day,
any previous day and the next business day will be processed. On Friday any
payments for the current day, any previous day, and any for the next two days
will be processed. The payments processed on Friday night will cover any payments
that were scheduled and happened to fall on a weekend date. Payments processed
on Sunday will catch any new payments that may have been scheduled over the
weekend.
Payments are not processed the night before a holiday; instead they will be processed the night of the holiday. An example of this would be Thanksgiving; payments would not be processed Wednesday night but would be processed Thursday night.
If the payment is by check, the check will be mailed the following morning and you should consider adjusting the scheduled payment date account for the 5 day lag.
The electronic payments will also go out the morning after a payment is processed. Since electronic payments are processed through the Federal Reserve, we can’t guarantee when the payments will be deducted from your account. Normally this process takes two days.
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How far in advance should I set up a payment to insure it is paid on time?
Check payments should be scheduled 5 business days in advance, of when you
want the payment to actually be posted at the payee.
Electronic payments should be scheduled 3 business days in advance of when you want the payment to be posted at the payee.
*NOTE - You may want to set up a payment to yourself so you can see how the system works.
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Are there minimum and maximum payment amounts?
Yes, the minimum amount you may make a payment for is $0.01. The maximum amount
is $9,999.99.
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How late in the day can I enter, edit, or delete a payment?
You may enter, edit, or delete payments scheduled Monday through Saturday
up until 10:00pm CST the day before the scheduled payment date that you set.
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Can I schedule a single payment for the future?
Yes, just set the payment date for any date in the future. Single payments
are actually set up into two categories: current and future payments, which
allow the user to schedule payments in the future or for the current date.
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Can I postdate recurring payments?
If a monthly recurring payment is set up to be paid on the 15th and the current
date is November 12th, a payment will be scheduled for the month of November
and set up to occur the 15th of every month until the end date is reached.
However, if the payment is set up to be paid on the 15th and the current date
is November 16th the first payment will occur on December 15th.
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Can I stop a payment?
Yes. You will need to call Metavante Customer Service (Toll Free: 1-866-211-1502).
Payments processed by check can be stopped.
Payments processed electronically cannot be stopped. Electronic payments must be deleted via the PC by the member prior to the 10:00 CST deadline to serve as a stop payment. Caution must be observed on any established recurring payments as well.
A fee will be deducted from your credit union account on the 20th of the month for each stop payment that you have placed.
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What does the “status” field indicate on the PAYMENT HISTORY
PAGE?
Status: Value Definition
Payment Pending: The payment has been processed, but not yet sent.
Payment Processed: The payment has been processed and sent.
Hold: The payment has a research request on it and has not been processed.
Stopped: You have requested the payment to be stopped. It can not be processed
again.
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What payment frequencies are available?
You can set up payments in any of the following frequencies:
One-Time
Weekly
Bi-weekly
Semi-monthly
Monthly
Quarterly
Semi-annually
Annually
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PAYEE INFORMATION
How many payees may I have set up?
There is no limit to the amount of payees you can set up through the Internet.
You may incur additional transaction fees after scheduling 10 payees.
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Can I have multiple payments to the same payee on the same day?
You can make multiple payments to the same payee as long as the payment amounts
are different. For your protection, the system will not pay duplicate items
in the same day.
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Can I edit payee addresses?
No. You will have to set up a new payee with the correct address and delete
the old one. But, deleting the old payee will remove the history of that payee.
You can leave the old payee listed to retain your history of that payee.
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How do I know if a payee is electronic or check?
Once you have set up the payee/merchant, then you can look at the VIEW PAYEES
screen and you will see a field that will tell you if the payee is electronic
or check.
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Will the memo field that I fill out when setting up a payment be passed
on to the payee?
Yes. Your memo will appear on paper check bill payments. The memo field is
40 characters long. Any amount over 40 characters will be cut off.
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