Bill Pay FAQ
For Support with Bill Pay, call 855-407-6303.
Don't have Online Bill Pay?
Just click on the Bill Pay tab within NetTeller to get started paying bills immediately.
If you represent a business that wants Bill Pay services, contact your business development rep or your local office.
Is there a cut-off time?
Yes. Payments made by 3 p.m. eastern will be processed the same business day. Payments made after 3 p.m. will be processed on the next business day. The "Deliver by" date will show on the screen to give you an idea of when your payment will arrive at the payee's address.
What if I have a scheduled payment and there is not enough money in my account when the payment is processed?
If the payment is being sent by check, the check will be created on your account and mailed to the payee. If there are not sufficient funds in your account to cover the check when it arrives, it will be returned to you, just as if you mailed the check yourself.
If the payment is being sent electronically, the payment will be held if there are not enough funds in your account to cover the payment. The Bill Pay system will wait one day and will try again, if there is still not enough money in your account, the payment will be cancelled and our Bill Pay support team will send you a message via the secure Message Center in Bill Pay or by email to let you know that it was not sent.
How long does it take the payment to arrive?
A "Deliver by" date is displayed when you create the payment. This is an estimation of when your payment will arrive at the payee's address. You can choose to Rush Deliver the payment for an additional fee. There are two options for Rush Delivery: Next Day and 2nd Day. If you choose Rush Delivery, your payment will be a check and will be sent via UPS. A tracking number will be provided.
My payment used to go by check, but now it says that it's being sent electronically?
If the company has registered to receive payments electronically, we will automatically convert your check payment to deliver electronically. You bill is paid faster and more securely when it's paid electronically because there is no physical check to mail.
Why can't I edit the payee's address?
When an address changes, it can trigger changes in how we handle the payment: electronic or check delivery. To ensure that we can continue to deliver it properly, you will need to set it up as a new payee.
My payment is going to a big company that should be accepting payments electronically, so why is my payment being made by check?
The most common issue preventing a check from being sent electronically is that the full account number is not used. This is the number associated with your account at the payee's business. When it is an electronic payment, the company must receive the full account number to credit the payment to the proper account.
Why can't I see any payments I made before March 2016?
You can. Those payments are prior to our last upgrade and are stored in a separate area in Bill Pay. You can view those payments by going to the History area and clicking on "View More", then for the date range choose "History prior to 3/5/2016".
How much does it cost?
Basic Personal Bill Pay is FREE. Business Bill Pay is available for a small monthly fee. Basic Business Bill Pay is offered as a free perk for those who hold Small Business Checking accounts.
Though these basic services are free, there is a small per payment fee involved for special bill pay services like Rush delivery, Gift Checks, and Donation Checks. Any fees will display on the screen before you are asked for a final submit on your order.
Can I post-date a single payment?
Yes. Just set the payment date for any date in the future. Single payments are actually set up in two categories: current and future payments, which allow the user to schedule payments in the future or for the current date.
Will the memo field from a scheduled payment be printed on the check sent to the payee?
No. The memo field is for your personal use and is stored electronically at your financial institution with the record of your transaction. The account number that you entered when you added the payee to your Personal Payee List is printed on the check. This allows the payee to know which account to apply the payment to.
On the Payment History page, how much history is available?
Currently, payment history is kept for the last 18 months.
Can I post-date recurring payments?
If a monthly recurring payment is set up to be paid on the 15th and the current date is November 5th, a payment will be scheduled for the month of November and set up to occur the 15th of every month until the end date is reached. However, if the payment is set up to be paid on the 15th and the current date is November 16th, the first payment will occur on December 15th.