Bill Payment FAQ
Q. What is Electronic Bill Pay?
A. Electronic Bill Pay is the most convenient service to be introduced since ATMs. As a subscriber, you can pay any bill from any touch tone phone or by Internet 24 hours a day 7 days a week.
Q. What does it cost?
A. You can use Bill Pay for free.
Q. How can I be sure no one else can access my bill paying service?
A. You will access the system by entering the Subscriber ID and PIN chosen by you. Only individuals with this information can access your account. Be certain not to release this information to anyone you do not want to fully authorize as a user on your account.
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Q. How soon can I start making payments?
A. It takes approximately 1 to 2 weeks for your enrollment form to be processed and for you to receive confirmation in the mail. Your welcome letter will contain all the information you need to begin making payments.
Q. Is there anyone I cannot pay through Electronic Bill Pay?
A. Only government taxing authorities or court directed payments such as alimony and child support. No payments may be made outside the United States.
Q. What is the difference between a single bill payment and a recurring payment?
A. A single bill payment is a one time payment such as your telephone bill where the amount fluctuates each time. Or, perhaps a payment you do not make regularly, such as a florist you use only occasionally.
A recurring payment is one made regularly for the same dollar amount, on the same day each month, such as your car or mortgage payment. You need only to set up a recurring payment once in the system and your payments will be made automatically. You still have the option to stop or change the payment up until 4:00 p.m. of the day the payment is scheduled to be processed.
Q.. How can I prove payments and transfers were made?
A. Each time you enter a payment you are given a transaction number so you can be sure we received your request. In addition, payments will appear in you Bill Pay transaction history and on your monthly bank statement. Or, you may call the Electronic Bill Pay system to hear a listing of your most recent transactions.
Q. What should I do if a payee has not posted my payment?
A. First, be sure to allow the five business days for a payee to receive your payment. If a payee does not post your payment within five business days of the date you requested the payment to be processed, simply dial the bill paying system and press "0" for subscriber services. We will follow up on the payment and get back to you within 24 hours.
Q. How do I add more payees?
A. You may add more payees online if you're using the Internet to make your payments. Or, you may call the Electronic Bill Pay system and dial "0" for subscriber services.
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Q. How far in advance can I schedule a payment?
A. You can schedule a single payment for up to 60 days in advance.
Q. Should the processing date I give be the date the payment is actually due?
A. No. You need to allow at least five business days for payments to reach your payee. Be sure to remember that, although you can schedule a payment at any time, payments are actually sent to payees only on business days.
Q. Why does it take up to five business days for payments?
A. Although a number of your payees accept payments electronically, many do not. For those that do not accept electronic payments, we must send a check to that payee through the U.S. Mail. Once it is received by the payee, it may also take a day or so for that payee to process the check and post it to your account. Even for electronic payments, it may take two or three days for your account to be posted.
Q. When and how are my payments delivered and how can I ensure that my payee receives my payment by the due date?
A. You may schedule payments to be initiated on the day you enter the information, on a future date or on the same date each month. Although you can enter payment information 24 hours a day 7 days a week, payments can only be initiated on business days.
After funds are withdrawn from your account, we may remit your payments by electronic funds transfer, or if the biller does not accept electronic payments, by mailing your payee a check drawn on an account we maintain for this purpose, or by some other appropriate means. Because of the time it takes to remit your payment to the payee, they will not receive payment on the processing date (the date you instructed us to deduct the funds from your account). Therefore, in order to provide sufficient time for payments to be received by your payee, the processing date should be at least five business days before the bill's actual due date.
Q. How close to the original payment date can I change or cancel a bill payment?
A. You can change or delete a bill payment up until 4:00 p.m. EST of the processing date you originally gave us.
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Q. How soon are funds actually taken out of my account?
A. Bill payments are debited from your account on the processing date you requested.
Q. What happens if I don't have enough money in my account to cover a bill payment?
A. If funds are not available on the requested processing date, your bill payment will be canceled.
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Contacting Customer Service
To reach Customer Service by phone, dial toll free (877) 609-4695 and press "0". Subscriber Services' hours are 7:30 a.m. to 5:30 p.m. Monday through Friday, EST. If calling outside these hours, simply leave a message and your call will be returned on the next business day. Or, you can send an e-mail to firstname.lastname@example.org.