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Bill Pay Questions


Frequently Asked Questions about Online Bill Pay

How do I get started using Bill Pay?

QuickTeller On-Line 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.

What kinds of bill payments are available?

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.

Why don't I see Bill Pay when I logon to QuickTeller?

You will only see the Bill Pay selection after you sign up for the service.

What does it cost to use Bill Pay?

There is no monthly fee to use Bill Pay.

Are there any other costs?

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.

Who do I call if I have a question?

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.

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. 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.

How can I be sure my payment was processed?

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.

What is the statistic of paper checks verses electronic payments?

Approximately 1/3 of the payments are sent by check and 2/3 are sent electronically.

What do the payees actually receive?

The merchant/payee receives either an electronic payment or check depending on the relationship that they have with the bill pay system.

How do I order a copy of a bill payment check?

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.

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. If the payment was processed electronically actual verification needs to come from the merchant/payee.

What do I do if a merchant/payee notifies me that a payment has not been received?

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.

Can I set up multiple payments to one merchant?

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.

What is the maximum amount for any one payment?

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.

What happens when there are insufficient funds to cover a scheduled payment?

The payment fails, and then you are sent an email message through the bill pay system.

If I have Courtesy Pay, will Bill Pay use those resources to pay a bill?

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.

If I have an overdraft line of credit loan #4, will Bill Pay use those resources to pay a bill?

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.

Will Bill Pay automatically overdraft from my regular shares to pay a bill?

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.

How am I notified that an electronic transaction was rejected by the Merchant?

You will be sent an email through the bill pay system.

How far in advance can I set up a payment?

Payments can be set up as much as 18 months in advance.

Do I have to re-enter payments each month?

You can set up automatic payments so you do not have to re-enter them each month.

Whom can I pay?

You can pay any of the merchants you have set up.

Whom can't I pay?

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.

Can I pay my Baltimore County Employees VISA Credit Card using Bill Pay?

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.

Can I pay my Baltimore County Employees loans using Bill Pay?

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.

How many days before the due date do I need to make a payment?

Unless otherwise specified, we recommend that you allow at least 5 business days to ensure your payment reaches its destination on time.

What happens if the bill is sent for the wrong amount?

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.

If I pay my bills on Saturday or Sunday when will these bills be processed?

The bills will be processed at 2:00pm Monday unless Monday was a Federal Holiday.

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?

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.

Is there a way to see previous payments?

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

What if my recurring or one-time payment falls on a non-business day?

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.

Can I make a payment from my savings account?

No, bill payments are only allowed from your checking account.

Is there a cutoff time for me to cancel or change a payment scheduled for today?

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.

How will I know if an automatic payment instruction has expired?

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.

When can I begin making payments to a new merchant I added?

You can begin making payment to that merchant immediately.

Can I pay someone who does not appear on my list?

Yes, simply add the party to your "merchant" list in order to make a payment to them.

How do I add a merchant to my list?

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.

How do I cancel Bill Pay?

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.

What should I do if a Merchant sends a late notice?

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.

How is Quick Pay different from Set Up/Change Payments?

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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