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Q: How do I register for online bill pay?
A: Online bill pay registration is easy! You can enroll for bill pay while registering for online banking, or by clicking on the 'bill pay' button in online banking. You are first requested to read and accept the authorization disclosure. Failure to accept the disclosure terms prevents the registration process from proceeding. Once you agree to the terms in the disclosure, you will be able to use Bill Pay
Q: Can I receive my bills electronically?
A: Yes, once you have set up the payee(s), click on the 'set up e-bill' link. You will then click on the 'sign up now' button in the e-bill section. You should begin receiving your bill online within one to two billing cycles. To expedite the process, you may want to contact your payee directly and request that they update your billing address.
Q: How can I end online delivery of a bill and resume receiving my paper bill at home?
A: To stop online delivery of a bill click the name of the corresponding payee from your list of payees, then click the 'Cancel eBill' link within the 'e-bill' display. You will receive a confirmation message from the system and must click 'Submit' to complete the deactivation of the electronic bill.
If you have requested that your payee stop sending the paper bill to your home, you should contact your payee directly to resume receiving a paper bill.
Q: When do you contact me regarding my account?
A: We use email notifications to keep in touch with you about your account. As our Customer, you may choose to receive emails in the following situations:
From time to time, you may also receive other notifications about your account; such as emails about a specific payment, future payment reminders, and changes made to your personal profile or password, if applicable. As a security measure, all email communication is standardized to not include any personal or confidential information.
Q: How do I add new payees?
A: To add a new payee to your account, type the payee's name in the 'Pay someone new' line and click 'Add'. The Add Payee page will appear with instructions for completing the process. New payees will be added to your payee list immediately.
Q: When I add a new payee to my account or change my account number, how quickly will the change take place?
A: When you update the information for the bill pay account, the changes are implemented immediately.
Q: How do I update a payee's account number?
A: To update a payee's account number, simply click on the payee from your list of payees. You will then click the 'View/Change Payee Details' link to display the Edit Payee page. Enter the new account number and click 'Save Changes'. Note: Some account numbers are provided to us directly from your payee to ensure accurate and timely electronic transactions. You cannot edit these account numbers. If you need to change on of these account numbers, please contact us.
Q: How do I update a payee's remittance address?
A: Simply click on the payee you want to change. Within the Payee Information section, click the 'View/Change Payee Details' link to display the Edit Payee page. Enter the new address and click 'Save Changes.' Note: Some address are provided to us directly from you payee to ensure the proper processing of payments. You cannot edit these addresses. If you need to change one of these addresses, please contact us.
Q: Is it possible to schedule recurring payments?
A: Yes. You can schedule weekly, semi-monthly and monthly recurring payments. The final payment of a recurring payment scheme is designated by a 'Final Payment Date.'
Q: Can I pay my bills from more than one account?
A: Yes, once you are signed up for bill pay, you have the ability to set up multiple checking accounts to fund your bill payments by clicking on 'Add Funding Account' and follow the prompts.
Q: Can I use online bill pay with all my accounts?
A: No, only checking accounts can be used for bill pay purposes.
Q: When is bill pay available?
A: You can schedule payments 24-hours a day, seven days a week.
Q: Are my bill pay transactions reflected as online banking transactions?
A: All bill pay transactions become part of the online banking transaction history and show up in personal financial management applications when the transaction history is viewed.
Q: Can bill pay be used when I am out of the country?
A: Bill pay provides you with peace of mind when you are traveling for an extended period of time. All you need is access to the Internet through a secure browser that supports 128 bit encryption, and you can pay your bills while out of the country. Payees must be located within the United States or its Territories.
Q: Who can be paid using the bill pay system?
A: Anyone in the United States or its territories who can accept a check can be paid using the bill pay system. You can pay practically anyone- charge accounts, utilities, auto loans, professionals, even a lawn service or a relative. However, tax payments (such as federal, state and local) and court directed payments (such as alimony and child support) cannot be processed through our online Bill Pay system.
Q: Can I pay my bills on the weekend?
A: Generally, single or recurring payments that fall on a Saturday, Sunday or bank holiday are processed on the previous business day and are debited from your account within two business days. If a bank holiday falls on either a Friday or Monday, the debit will occur within three days.
Q: If I schedule multiple bill payments for a single day, how will my account be debited - as a lump sum or separately?
A: Each bill payment is debited separately.
Q: What if I do not have sufficient funds on the day the bill pay provider (FIS) debits my account?
A: Following is a summary of FIS's Insufficient Funds procedure:
Q: If I make an error in selecting an electronic payee and it results in a late fee, am I responsible for the charges?
A: If you select an electronic payee with an address that is different from that indicated on the payment coupon, then you are responsible for the late fee. You always have the option to manually enter a different address for a payee.
If you select an electronic payee with the address that matches that indicated on the payment coupon, and Fidelity Information Services routes the payment incorrectly, then Fidelity Information Services will take responsibility for the late fee.
Q: How is my account debited?
A: Your account is debited via ACH.
Q: What is ACH?
A: Automated Clearing House is a funds transfer system which provides for the interbank clearing of electronic entries for participating financial institutions.
Q: How do I place a 'stop payment' on a bill payment?
A: You can cancel a single bill payment yourself anytime before the bill payment process date. You may request a stop payment of a single bill payment anytime after the bill payment process date for that payment by contacting our Customer Solutions Center or by emailing us. We may not have a reasonable opportunity within which to act on any stop payment request after the bill payment process date.
Q: If I have questions about online bill pay, who do I call?
A: You can contact our Customer Solutions Center Monday - Friday, 8:00am - 6:00pm, by calling 845-454-8555, option 3.
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