More Online Bill Pay
FAQ's
Sending and Receiving Messages
What kinds of messages can I send from OnLine Bill Pay?
You can send Payment Inquires to our member
service:
Payment Inquiries
If you have a problem with a processed payment, you can send
a payment inquiry. A payment inquiry includes the details
of the payment, the amount of any late fees or finance charges
that were assessed, and any comments you provide when you
send the inquiry. Our customer service typically responds
to payment inquiries within three to four business days.
What can I expect when I send a message to customer service?
Our customer service responds to any message that you send
through OnLine Bill Pay. You first receive a confirmation
that we've received your message, and then you receive
a detailed response in one to four business days, depending
on the type of message and the time required to resolve
your issue.
When you send a payment inquiry, we contact the biller on
your behalf in an attempt to resolve the problem with the
payment. We typically resolve payment inquiries in three
to four business days.
What kinds of messages do I receive in OnLine Bill Pay?
You receive a response from customer service to any message
that you send through OnLine Bill Pay.
You may also receive the following types of messages, depending
on the features you've set up to pay your bills.
Electronic Bill Notifications
You receive the following types of electronic bill notifications:
Activation Notices—OnLine Bill Pay notifies you when
the biller processes your request for electronic bills. If
there is a problem with your request, or if the biller denies
your request, you receive a message with instructions for
resolving the issue.
Bill Retrieval Notices—If OnLine Bill Pay has a problem
retrieving your bill, you receive a message with instructions
for resolving the issue.
Revised Bill Notices—If a biller sends a revised bill
after sending the original bill to OnLine Bill Pay, you receive
a message with a summary of the latest bill.
Change Notices—If the biller changes your account number
or the e-mail notifications for your bill, you receive a
message that describes the changes.
Cancellation Notices—OnLine Bill Pay notifies you when
your electronic billing service is canceled. The message
provides an explanation for the cancellation and instructions
for resolving the issue.
Automatic Payment Notifications
You receive the following types of automatic payment notifications:
Amount Due Notices—OnLine Bill Pay notifies you when
the amount due for a bill is higher than the limit you set
for automatically paying the bill. OnLine Bill Pay also notifies
you when the amount due is zero or when you have a credit
with the biller that covers the amount due for the bill.
Late Payment Notices—OnLine Bill Pay notifies you when
it receives a bill late. If the bill arrives before the due
date but too close to due date to be paid on time, the message
provides information about the payment that OnLine Bill Pay
automatically scheduled. If the bill arrives after the due
date, the message provides information about the issue.
Processing Error Notices—If OnLine Bill Pay encounters
a problem when processing the bill and cannot pay it automatically,
you receive a message with instructions for paying your bill.
Cancellation Notices—OnLine Bill Pay notifies you when
the biller cancels your automatic payment service.
E-mail Messages and Letters
You can expect to receive other information from OnLine Bill
Pay through e-mail messages and letters that are sent to
the address stored in your profile. For example, you may
receive a letter or e-mail message when you successfully
enroll in OnLine Bill Pay and when there is a problem processing
a payment.
E-mail Errors
You receive a message if we've tried unsuccessfully to send
an e-mail message to the address that is stored in your
profile. The message provides details about the issue and
instructions for resolving it.
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