| On-Line
Services: Bill Pay Frequently Asked Questions |
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1. How
do I get started using Bill Pay?
2. What
kinds of bill payments are available?
3. Why
don’t I see Bill Pay when I logon to QuickTeller?
4. What
does it cost to use Bill Pay?
5. Are
there any other costs?
6. Who
do I call if I have a question?
7. Can
Business checking accounts have Bill Pay?
8. Can
Teen checking accounts have Bill Pay?
9. Why
do I get a confirmation number when I make a payment?
10. How can I be sure my payment was processed?
11. What is the statistic of paper checks verses electronic payments?
12. What do the payees actually receive?
13. How do I order a copy of a bill payment check?
14. Is there a way I can verify online that a merchant/payee
received my payment?
15. What do I do if a merchant/payee notifies me that a payment has not been
received?
16. Can I set up multiple payments to one merchant?
17. What is the maximum amount for any one payment?
18. What happens when there are insufficient funds to cover a scheduled payment?
19. If I have Courtesy Pay, will Bill Pay use those resources to pay a bill?
20. If I have an overdraft line of credit loan #4, will Bill Pay use those resources
to pay a bill?
21. Will Bill Pay automatically overdraft from my regular shares to pay a bill?
22. How am I notified that an electronic transaction was rejected by the Merchant?
23. How far in advance can I set up a payment?
24. Do I have to re-enter payments each month?
25. Whom can I pay?
26. Whom can't I pay?
27. Can I pay my Baltimore County Employees VISA Credit Card using Bill Pay?
28. Can I pay my Baltimore County Employees loans using Bill Pay?
29. How many days before the due date do I need to make a payment?
30. What happens if the bill is sent for the wrong amount?
31. If I pay my bills on Saturday or Sunday when will these bills be processed?
32. What
if a payment is returned due to incorrect address or invalid account number or
mailed to a undeliverable address, what happens to them? Are they returned to
the Credit Union?
33. Is there a way to see previous payments?
34. What if my recurring or one-time payment falls on a non-business day?
35. Can I make a payment from my savings account?
36. Is there a cutoff time for me to cancel or change a payment scheduled for
today?
37. How will I know if an automatic payment instruction has expired?
38. When can I begin making payments to a new merchant I added?
39. Can I pay someone who does not appear on my list?
40. How do I add a merchant to my list?
41. How do I cancel Bill Pay?
42. What should I do if a Merchant sends a late notice?
43. How is Quick Pay different from Set Up/Change Payments?
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| 1. |
Q How
do I get started using Bill Pay?
A QuickTeller
Online and Bill Pay work together to pay bills from your
checking account. Just sign up for the service using our
Web form, sign in ink and mail back to us. |
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| 2. |
Q What
kinds of bill payments are available?
A Two
kinds of bill payments are available:
One-time —A
payment that is processed on the day you specify.
Automatic —A
recurring payment that occurs at your specified frequency
as many times as you indicate.
Note: If
you specify Twice a Month for the payment frequency, the
dates are automatically calculated as an offset from the
1st and 15th. The system determines how many days the requested
date is from the 1st or 15th, depending on whether the
requested date is during the first or second half of the
month. The second date is then determined by counting the
same number of days from the 1st or 15th. |
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| 3. |
Q Why
don’t I see Bill Pay when I logon to QuickTeller?
A You
will only see the Bill Pay selection after you sign up for
the service. |
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| 4. |
Q What
does it cost to use Bill Pay?
A The
monthly service fee of $3.95 covers unlimited number of bills.
The fee will be charged on the last day of the month beginning
on the second month from the date the bill pay service started.
The fee will be taken from your share draft account. The
statement description will read “QuickTeller Bill Pay
Fee” |
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| 5. |
Q Are
there any other costs?
A Normal
credit union fees will be applied for stop payments, check
copies, returned items, and other charges specified in the
Rate and Fee Schedule of the Credit Union. |
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| 6. |
Q Who
do I call if I have a question?
A If
you are having problems, please contact Member Service
at 410-828-4730 or 800-234-4730 or use the bill pay Secure
Mail e-mail. |
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| 7. |
Q Can
Business checking accounts have Bill Pay?
A Yes |
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| 8. |
Q Can
Teen checking accounts have Bill Pay?
A Yes |
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| 9. |
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. However, this confirmation number does
not guarantee the merchant received or posted this payment.
It is also a reference number that can be used for research
purposes.
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| 10. |
Q How
can I be sure my payment was processed?
A You receive a confirmation number
signifying we will process your payment. If your payment
fails for any reason, you are automatically notified
that your payment was not processed. The transaction
is recorded in your payment history as "failed." (This
generally occurs if there are insufficient funds.)
If
a payment is recorded as "processed" in your
payment history, you can select it and click "details" to
view additional information. The payment method may be
electronic, single check (individual payment), or consolidated
check (payments to a single merchant from multiple people
combined into one check with an attached list of the individual
payments).
The
debit method may be online (payment authorized through
your financial institution ATM network) or offline (payment
processed through Federal Reserve system). Some fields
may be blank until all information is available. If a payment
just processed the same day, only the merchant name, payment
date, amount, confirmation number, and debit method will
display.
If
the payment method is electronic, all check fields will
remain blank. If a check has been sent to your merchant
but has not yet cleared, the check status and date check
cleared will be blank. Once the check clears, the status
will show "cleared" and the date will be provided.
Actual payment verification needs to come from the merchant. |
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| 11. |
Q What
is the statistic of paper checks verses electronic payments?
A Approximately
1/3 of the payments are sent by check and 2/3 are sent electronically. |
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| 12. |
Q What
do the payees actually receive?
A The
merchant/payee receives either an electronic payment or check depending on the
relationship that they have with the bill pay system. |
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| 13. |
Q How
do I order a copy of a bill payment check?
A If
the bill payment was processed as a paper check, a check
copy can be ordered. Send a request by calling Member Service
at 410-828-4730 or 1-800-234-4730 or via Secure Mail e-mail.
If the bill payment was made electronically, a “proof
of payment” is available. Normal copy of check fee applies.
Allow 5-7 days. |
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| 14. |
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. If the
payment was processed electronically actual verification needs to come from the
merchant/payee. |
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| 15. |
Q What
do I do if a merchant/payee notifies me that a payment
has not been received?
A Confirm
that your account was debited for the transaction and view the payment by using
the "payment history" option. When you locate the payment in question,
click "details." If
you need further assistance, contact Customer Service by selecting "research
request" button on the "payment details" page to initiate a payment investigation. |
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| 16. |
Q Can
I set up multiple payments to one merchant?
A You
may
set up one payment for each merchant you have. You must wait until the initial
payment processes for a merchant before you schedule another payment to that
same merchant. There is no limit to your number of merchants. You may also set
up the merchant for an automatic payment. |
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| 17. |
Q What
is the maximum amount for any one payment?
A There
is a pre-determined limit on the amount you can pay. You
will get an error message “The payment amount is greater
that the maximum amount allowed. Please pay a lower amount.” If
you are having problems, please contact Member Service at
410-828-4730 or 1-800-234-4730 or via Secure Mail e-mail
to determine if the amount you are trying to pay is above
the limit. |
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| 18. |
Q What
happens when there are insufficient funds to cover a
scheduled payment?
A The
payment fails, and then you are sent an email message through the bill pay system. |
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| 19. |
Q If
I have Courtesy Pay, will Bill Pay use those resources
to pay a bill?
A No,
Courtesy Pay can not be used to cover a Bill Pay payment. The payment will fail
and you will receive an email notification that the payment failed. |
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| 20. |
Q If
I have an overdraft line of credit loan #4, will
Bill Pay use those resources to pay a bill?
A No,
Bill Pay will not automatically make a loan advance to cover a bill payment.
You could use QuickTeller to make a loan advance into checking up to the credit
limit of loan #4 then Bill Pay will use those funds to pay bills. Finance charges
will apply. |
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| 21. |
Q Will
Bill Pay automatically overdraft from my regular
shares to pay a bill?
A No,
funds will not automatically transfer from regular shares
to cover a bill payment. You could use QuickTeller to make
a transfer first then start paying your bills. Otherwise,
the payment will fail and you will receive an email notification
that the payment failed. |
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| 22. |
Q How
am I notified that an electronic transaction was
rejected by the Merchant?
A You
will be sent an email through the bill pay system. |
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| 23. |
Q How
far in advance can I set up a payment?
A Payments can be set up as much as 18 months in advance. |
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| 24. |
Q Do
I have to re-enter payments each month?
A You can set up automatic payments so you do not have to re-enter them
each month. |
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| 25. |
Q Whom
can I pay?
A You can pay any of the merchants you have set up. |
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| 26. |
Q Whom
can’t I pay?
A The following payment types are prohibited through the system:
• Tax payments
• Court-ordered payments Example:
Child Support, alimony
• Payments to parties outside
the United States
Note: It is not recommended to pay another bank to which you wish to
make a deposit. |
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| 27. |
Q Can
I pay my Baltimore County Employees VISA Credit Card
using Bill Pay?
A No, we prefer you to make your payment using our VISA Online system
via our web site because payments are processed immediately, not in 3 or 4 days. |
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| 28. |
Q Can
I pay my Baltimore County Employees loans using Bill
Pay?
A No, we prefer you to make your
loan payments using QuickTeller Online and select Loan Payment under Account
Access. QuickTeller Online loan payments are processed immediately. Otherwise,
using Bill Pay will result in a check being mailed to us causing a 3 or 4 day
delay. |
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| 29. |
Q How
many days before the due date do I need to make a payment?
A Unless otherwise specified, we recommend that you allow at least 5
business days to ensure your payment reaches its destination on time. |
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| 30. |
Q What
happens if the bill is sent for the wrong amount?
A Payments are processed as a batch at 2:00pm each business day. You
can make changes in the payment amount before the 2:00pm deadline. After 2:00pm,
it is too late to make a correction. It is your responsibility to enter the correct
amount on the bill pay screen. |
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| 31. |
Q If
I pay my bills on Saturday or Sunday when will these
bills be processed?
A The bills will be processed at
2:00pm Monday unless Monday was a Federal Holiday. |
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| 32. |
Q What
if a payment is returned due to incorrect address
or invalid account number or mailed to a undeliverable
address, what happens to them? Are they returned
to the Credit Union?
A Payments
to undeliverable addresses, incorrect addresses, or wrong
account numbers are returned to the bill pay system. You will
be notified by bill pay email. If you respond in two business
days with the corrected information the payment will be resent.
If a response is not received within 2 business days, the funds
are automatically credited back to your checking account.
If
the payment is returned due to incorrect amount, the account
is paid in full, or if the merchant refuses payment, the
funds are automatically credited back to your checking
account with no option to resend payment. |
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| 33. |
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 Name
• Payment Date
• Payment Amount
• Confirmation Number |
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| 34. |
Q What
if my recurring or one-time payment falls on a non-business
day?
A One-time
payments scheduled for non-business days (such as holidays,
weekends, etc.) are processed on the next business day. 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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| 35. |
Q Can
I make a payment from my savings account?
A No, bill payments are only allowed from your checking account. |
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| 36. |
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 (2:00pm Eastern Time). The system displays an error message if you attempt
to modify a payment after this deadline. |
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| 37. |
Q How
will I know if an automatic payment instruction has expired?
A You will receive a Final Payment e-mail on the system, notifying you
the last scheduled payment has been processed. You can modify and reschedule
your payment if you wish to continue it. |
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| 38. |
Q When
can I begin making payments to a new merchant I added?
A You can begin making payment to that merchant immediately. |
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| 39. |
Q Can
I pay someone who does not appear on my list?
A Yes, simply add the party to your "merchant"
list in order to make a payment to them. |
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| 40. |
Q How
do I add a merchant to my list?
A Using the "merchant accounts" option, select "add merchant" and
then supply the required information (merchant name, address, phone, account
number, etc.). Once submitted, the new merchant will be immediately available
for payment scheduling. |
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| 41. |
Q How
do I cancel Bill Pay?
A We require a written request with your signature. You can use the
Bill Pay signup form from our web site and mark off the ‘Please cancel’ section
including your signature. |
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| 42. |
Q What
should I do if a Merchant sends a late notice?
A Confirm that your account was debited for the transaction and view
the payment by using the "payment history"
option. When you locate the payment in question, click "details."
If you need further assistance, contact Member Service by
selecting "research request" button on the "payment
details" page to initiate a research request. |
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| 43. |
Q How
is Quick Pay different from Set Up/Change Payments?
A Quick Pay allows you to schedule multiple payments from one screen.
However, merchants that already have scheduled payments will not appear. The
use of this feature is recommended after you have become familiar with the payment
processing time (paper/electronic) for each merchant. Using the Quick Pay feature
does not alter the payment processing time. |
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September, 2006
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