Bill Payment FAQs
Q: When and how are bill payments processed?
A: Requests for payments to third parties through Bill Payment made before 3:00 p.m. (EST) on a business day are processed that day. Bill Payment requests made after 3:00 p.m. on a business day, or on a non-business day, will be processed the next business day. Recurring payments you set up through Bill Payment that fall on a non-business day will be processed the following business day.
Remember -- payments are processed (sent) on the date you specify, however we cannot guarantee when your payee will receive your payment or credit your account. Typically, electronic payments are received in 2 to 4 business days and check (paper) payments mailed thru the U.S. Postal Service are typically received in 4 to 5 business days, so plan accordingly. You should also allow additional time for the first payment you send to a payee through Bill Payment to allow the payee to adjust to the new form of payment. We are not responsible for the timely delivery of postal mail or the improper transmission or handling of payments by a third party such as the failure of the Bill Payment payee to properly post a payment to your account. To cancel a payment that you have scheduled through Bill Payment, you must cancel the payment online before 3:00 p.m. on the date that the payment is scheduled to be processed.
Q: How do I know if a payee is electronic or check?
A: When you are setting up a new payee you must enter the payee name (do not enter the state). The Bill Payment system will automatically search to see if the payee accepts electronic payments. If they do not, it will automatically produce a check.
Q: Who can I pay with Bill Payment?
A: You can pay anyone in the United States, from your next-door neighbor, to the utility company, to a child in college across the country. The only restriction is that you cannot pay any government agencies.
Q: How late in the day can I enter, edit or delete a payment?
A: You may add payments up until 3:00 pm on the day the payment is to be sent. You may edit or delete a recurring payment until 3:00 am on the day the payment is to be sent.
Q: How far in advance can I schedule payments?
A: You may schedule payments up to 90 days in advance of their first due date.
Q: On the Bill Payment History page, what does the 'Status' field indicate?
A: 'Pending' means the payment has been processed, but not yet sent. 'Processed' means the payment has been processed and sent. 'Hold' means the payment has a research request on it. This usually means the payment is incomplete, but can be processed when the issue is resolved.
Q: Can I edit payee addresses?
A: Unfortunately, no. You will have to set them up as a new payee with the correct address and delete the old payee record.
Q: Can I have multiple payments to the same payee on the same day?
A: 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 on the same day.
Q: Confirmation numbers - are they important?
A: Yes. A confirmation number is assigned to each Electronic Bill Payment when you submit your request. The same confirmation number is needed each time you ask us to amend or delete a previously scheduled Electronic Bill Payment. For your convenience, the confirmation numbers for scheduled Electronic Bill Payments can be found under the menu option View Payment Schedule.
Q: Who do I contact if I have a question or problem with Bill Payment?
A: If you are experiencing any difficulty with Bill Payment functions, you can contact our Online Banking Support team by calling 800.397.2504 during their regular business hours, Monday through Friday 8:30 am - 5:00 pm EST. After hours, please send us a message using the secure Contact Us form inside of Online Banking. A member of our staff will return your contact the next business day.