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Ea$y Pay Frequently Asked Questions


Banking | Internet Banking | Bill Pay | Security Tips

E-BILL QUESTIONS AND PROBLEMS

Q:
What is an e-bill (electronic bill) and how does it work with Ea$y Pay?


A:
An e-bill is an electronic version of a paper bill that you can view online through Ea$y Pay. It is just like the statements or invoices that you receive in the mail. You can set up the e-Bill by clicking the Get e-Bill link that will appear next to any of your existing payees that accept e-Bill. Once your request has been authorized, you'll receive an e-bill from the payee within a month or so, depending on the payee's billing cycle. The only payments you cannot make through your bill payment service are court-ordered payments and state and federal tax payments.

Q:
How do I find out if my payee sends e-bills?

A:

If your payee is eligible to receive an e-Bill, a Get e-Bill link will appear next to the payee name on the main payments page.


Q:
How do I know when my e-Bill are delivered?


A:
Once you set up an e-Bill, you will automatically receive an email notification when your e-Bill arrives. There are also notifications on the My Bills & People I Pay page to alert you of any e-Bills that need your attention.

Q:
Will I still receive a paper copy of the bill through U.S. mail?


A:
You can select the Go Paperless option when you request an e-Bill from the payee. If you are still receiving a paper bill in the mail, you will need to contact the payee.

Q:
Can I store or view paid e-bills?


A:
You can view your history of all e-Bills by clicking on the View Payment History link on the My Bills & People I pay page. My Payments history page will open first, select Switch to: My Bills next to My Payments. The My Bills history page will open and display the past two months of your e-Bill history. If you do not see the bill that you are looking for, expand the date range of your search. We retain your e-Bills for 2 years.

Q:
Can I make more than one e-bill payment at the same time (can I combine payments going
to the same payee)?


A:
No, for the e-bill payment to work properly, you must pay each e-bill individually.

Q:
How can I stop receiving e-bills from a payee?


A:
If you wish to stop receiving an e-Bill through Ea$y Pay, you can unsubscribe at any time. Locate the Payee in your Payee list and click on the Options link below the Payee's name. Click on Stop this e-Bill. A pop up will ask you to confirm your cancellation, click on Yes, stop my electronic bill. Please note, in some instances, it could take up to two billing cycles for you to stop receiving the e-Bill.

Q:
The amount for an e-bill seems incorrect. What should I do?


A:
If you have questions about an e-bill, please contact the payee directly. All information on the e-bill comes directly from the payee, the same as when they mail you a paper bill. If an e-bill amount is incorrect, make sure to contact the payee to avoid any late charges.

Q:
My e-bill is late. What should I do?


A:
If your normal billing cycle has passed and you still have not received your e-bill, contact your payee. Payees deliver your e-bills and depending on billing cycles, the exact day you receive your bill each month may vary. Also remember that it can take over a month before you receive your first e-bill from a payee.


PAYMENT QUESTIONS AND PROBLEMS

Q:
What do I do if the payee has not received or credited my payment?


A:

Sometimes the payee may not credit your account immediately after receiving a payment. If the payment is not credited in a reasonable amount of time, take the following steps to resolve the problem:

  1. Wait five days after the scheduled payment date to see if the payee credits the payment to your account.
  2. If the payment is not applied to your account, call the payee's customer service department to see if they received the payment and credited your account. When you call, gather the following information from the payee:
    • The name of the person who assisted you with your payment question.
    • The phone number you called to contact the payee.
    • The date you called the payee to inquire about your payment.
    • The amount of any late fees or finance charges assessed.
  3. If you have received a late fee but scheduled your payment on time, ask the payee if they will waive any late fees or finance charges.

If the payment is not credited to your account or if the payee will not waive late fees, submit a Payment Inquiry using the Secure Forms feature in your Internet Banking or contact your Local Banking Center by phone to resolve the issue.


Q:
How can I check on the status of a payment? How can I confirm that a payment has been made?


A:

You can see the status of any payment by using the My Payments widget. Simply click on View Payment History to see the status of your payments and e-Bills. To see e-Bills you will need to select Switch to: My Bills. If the status is Processed, then the payment has been sent to the payee. Here is a description of the payment statuses:

  • Scheduled indicates that the payment is scheduled to be made.
  • In Process indicates that the payment is now being processed and cannot be changed or canceled. Payments can start processing two to four days before the scheduled due date. Depending on the way the payment is processed, this status may not appear on the Payment Activity page.
  • Processed indicates that the payment date has arrived. Normally, the payee receives the payment on the due date. Keep in mind that the payee may take a few days to credit your account.
  • Canceled indicates that you canceled the scheduled payment.
  • Failed indicates that the payment was returned to us either because there was a problem when Ea$y Pay tried to withdraw the payment from your payment account or because the account information sent with your payment was not enough for us to credit your account. This status can also occur when the payment account associated with the payment has been closed.

After a payment has started processing, you can no longer make changes to it. A payment has started processing if the payment status is anything other than Scheduled (for instance, In Process or Processed). If you overpaid the amount, contact the payee to request a refund or a credit toward your next payment.


Q:
How do I cancel a payment?



A:
You can cancel a payment while its status is Scheduled. Simply navigate to the My Payments widget to see your scheduled payments. Click the X by any scheduled payment to cancel it. If this is part of an automatic payment, Ea$y Pay will prompt you and ask if you'd like to cancel this payment only or if you'd like to cancel the automatic payment rule.



PAYMENT PROCESS QUESTIONS


Q:
What is a payee?


A:
A payee is any company, service, or individual you make payments to.

Q:
Who can I pay using my bill payment service?


A:
You can pay anyone in the United States that you would normally pay by check or automated debit, with the following exceptions:
  • State and federal tax payments
  • Court-ordered payments

Q:
Do I need to contact the payees I decide to pay with Ea$y Pay?


A:
No, you do not need to contact your payees if you use this service. Ea$y Pay sends each of your payments with your payee account number and payee information, so the payees are able to credit your account appropriately.

Q:
Can I add the same payee to my payee list more than once?


A:
Yes, you can add the same payee to your payee list more than once. You can add multiple payee accounts for the same payee as long as you have different payee account numbers. For example, if your phone company provides your home phone service and your cellular phone service, you can add the company as a payee twice by entering a different account number each time.

Q:
How does a payee receive my money?


A:
Ea$y Pay determines if the payment will be made electronically or by check, based on whether the payee accepts electronic payments and other guidelines. For example, some payees, such as individuals, cannot receive electronic payments, so a check is printed and sent to the payee. Whether a payment is made electronically or by check, the payment is processed to reach the payee on time.

Q:
What is printed on the paper checks you send?



A:
The paper checks display information that includes:
  • Your name
  • Payee name
  • Payee account number
  • Payment amount
  • Payment date

In some cases, the paper checks are drawn against your payment account. When this is the case, your payment account number will also appear on the check.


Q:
When is the money for the payment drawn from my payment account?



A:
If the payment is sent electronically, the funds for the payment clear your account on the due date. Otherwise, funds clear your account when the payee deposits or cashes the check. Keep in mind, however, that you should always have funds available to cover the payment on the scheduled payment date.

Q:
Can I make payments from more than one payment account?


A:
Yes, you can make payments from more than one payment account. The account number you select when making a payment is the account your payments are withdrawn from.

Q:
Can I make international payments?


A:
No, you cannot send a payment to a foreign address.

Q:
How far in advance of the due date should I schedule my payments?


A:
Making and scheduling payments is easier than ever with Ea$y Pay. Select the day you want your payment to be delivered to your payee by entering the date or clicking on the calendar icon. Choose any date that is not a weekend or a holiday (when you click in the amount field, the first available payment date will automatically appear in the date field). The soonest date available for selection is determined by the number of business days needed to deliver the payment to your payee. Electronic payments can be delivered in 2 days. Check payments require a 5 day lead time. Use the calendar widget when scheduling payments to assist in understanding when a payment can be delivered. Available dates will be displayed in blue. Unavailable dates including weekends, holidays, or a date that would not allow for delivery of your payment in time are grayed out and not selectable.

Q:
Can I schedule automatic payments?


A:
Yes! You can schedule automatic payments when you add a payee by selecting the Automatic Payment tab and filling out the information. If the payee offers e-Bills and you have opted in to receive them, you can schedule an Automatic Payment Rule that is based on the due date and amount of each bill. Simply locate the payee you wish to create a rule for, click on the options link below the payee's name and select the Automatic Payment tab. From here you can set the amount you want to pay and create a custom rule that tells us how much you want to pay, depending on the amount that is due. You have three options when you set the date for us to make a payment:
  • Send the Payment on the bill's due date.
  • Send the payment X many calendar days prior to the due date. (You select how many days)
  • Send when the bill arrives.
  • After saving, your changes will be confirmed and a recurring payment icon will display next to the name of your Payee. The Automatic Payment Rule will take effect upon the arrival of your NEXT e-Bill.

Q:
How do payments show up on my payment account statement?


A:
When you receive your payment account statement, the payments made through Ea$y Pay usually appear as electronic withdrawals (similar to ATM withdrawals) even if Ea$y Pay sends a paper check to the payee. In some cases the paper checks are drawn against your payment account. When this is the case, the payments will appear on your payment account statement just like your other checks.

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