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Enhancements Coming to Online Bill Pay

May 08, 2017

We’re excited to announce that on May 18, 2017 we will be launching our newly enhanced Online Bill Pay system, designed to improve your banking experience with us. With our new, free Online Bill Pay system, you’ll be able to manage all of your bill payments with even greater ease.

During the upgrade, Online Bill Pay will be unavailable from 2:30 p.m. Wednesday, May 17 - 7:00 p.m. Thursday, May 18. All other Online Banking functions will be available to you.

View a Demo of the Enhanced Online Bill Pay System

What You Need To Know

  • Your payees and scheduled payments will be converted.
  • In addition to the payment methods you have been using, the new bill pay system may also send check payments that will clear directly against your account. This will be especially common shortly after the conversion while the new system is learning your behavior but will likely decrease over time.
  • Payments that had previously been sent electronically may currently be sent through the mail via paper check. To ensure your payments are delivered on time, it is important that you review your payee information, including the mailing address, and verify all information is accurate and up-to-date.
  • You will not be able to electronically pay another individual. If you initiate a payment to an individual through the Online Bill Pay service, payment will be delivered by check. We are working to provide a solution to pay individuals electronically and plan to have it available later this year.
  • You will be able to re-enroll in eBills through a greatly enhanced and simplified process. Any eBill subscriptions you have today will end.
  • If you have any eBills available to you, you will be automatically enrolled in a 90 day trial of the eBill. You will receive both an eBill along with the bill you regularly receive from the merchant. At the end of the 90 day period you will go back to solely your merchant bill unless you opt in to keep receiving eBills. You can cancel the trial period at any time.
  • There will be a period of time after the update where you will not be able to initiate bill payments through Quicken or Quickbooks. You will still be able to download your transaction history into Quicken and Quickbooks. We will send another communication when this service is once again available.
  • You will be able to set a default funding account per payee. The default funding account used today will not be converted.
  • One year of bill pay history will be converted.

Conversion Timeline

Bill Pay service will be unavailable starting at 2:30 PM Wednesday, May 17 through 7:00 PM Thursday, May 18. You will not be able to access any bill pay functionality during this time including scheduling new payments. 

On or before Wednesday, May 17
To ensure on time delivery of payments during the upgrade, all bills due between Thursday, May 18 and Tuesday, May 23 should be scheduled with a deliver by date of Wednesday, May 17.

Wednesday, May 17 – Thursday, May 18
Online Bill Pay will be disabled on Wed at 2:30 PM as we transition platforms. You will not be able to access or schedule bill payments during this time. If you attempt to access Online Bill Pay you will see a banner message stating that enhancements are currently being implemented.

Thursday, May 18 - Our new Online Bill Pay system will be available to access.
On Thursday, May 18, you will be able to log in to our new Online Bill Pay system. While all recurring payments and established payees will transfer to the new system automatically, we recommend the following: 

  • Confirm your Bill Pay schedule is accurate. 
  • Verify that your payee information is correct, including name, address and account number. 
  • Verify that bill payments are being funded by the correct account if you have multiple checking accounts.
  • Enroll in eBills

New Features & Functionality

  • Make Recurring Payments Flexible scheduling options including new auto payments based on eBill balances
  • Enhanced eBill Experience Simpler enrollment process and the ability to view eBill details directly in the bill pay system
  • Search Pre-catalogued Vendors Add a payee with less information required
  • Set Reminders Automated eBill or user-defined reminders to an email and within the payment center
  • Rush Payment Options Overnight check payments are available in addition to same day electronic payments
  • Later Cutoff Times Bill payments can be made as late as 10:00 PM and sent same day
  • Payment Groups Group “like” biller/payees together with the payment center
  • Alerts and Enhanced Fraud Monitoring Protect yourself from unauthorized payments. Alerts include:
    • Recipient Added/Modified 
    • eBill due 
    • eBill account changed
    • Payment due/past due 
    • Payment Sent & Posted 
    • Expedited Payment sent/posted 
    • Payment failure due to NSF

Frequently Asked Questions

Why am I receiving a message that says Online Bill Pay is not available? 
If you receive an error message that says “Bill Pay is not available,” please check to make sure we have the most up to date home phone and/or email address on file. You may verify this information by accessing the “Service Center” tab within Online Banking. If after verifying your information, you continue to receive an error message, please contact Customer Service for assistance. 

Why do I have to re-enroll in eBills? 
By re-enrolling in our new and improved eBill system, you will have access to new features such as PDF copies of your bill, eBill alerts and new payment options that will allow you to schedule one time and recurring payments based on your eBill each month. 

How does the new Online Bill Pay system help to protect my account from fraudulent bill payments? 
To help safeguard you against fraud with our enhanced Online Bill Pay, every payment is evaluated to ensure that it is within your normal behavior as well as a within the normal behavior for that biller/payee. If we have any questions regarding any of your payments, the payment may be held for 48 hours while we try to contact you for verification. If we are unable to contact you, the payment may be canceled. 

How can I add a new biller/payee? 
Click the “Add a Company or Person” button from within the Payment Center and select the “Company Tab.” You can either search for the company in the “Search” bar, or you can select the company from the list of major biller/payees. When adding a major biller/payee, the biller/payee information has already been identified by the Online Bill Pay system, therefore, all you need to do is enter your account information for that major biller/payee. For smaller businesses or local businesses, the biller/payee information may not be readily available; therefore, you may need to enter more information about the business such as mailing address and phone number. 

Why are some payments sent electronically, while others are sent by check?
The method of payment is determined by the biller/payee.  Some biller/payees may also set certain dollar limits to what payments are sent electronically and what payments are sent by check.  This means that your payment could be sent electronically, and other times, a payment to that same biller/payee could be sent via check. The system will also send more check payments out initially while it establishes your normal behavior.  To ensure your payments are delivered on time, it is important that you review your payee information, including the mailing address, and verify all information is accurate and up-to-date.

How do I review or change my recurring payments?
On the payment center main page, you will see an AutoPay link within each payee. If you already have a recurring payment set up for a payee, you will see a green ON icon next to the link. Clicking the AutoPay link will allow you to change AutoPay options, set up another AutoPay or cancel AutoPay. Clicking the Change AutoPay Options link brings you to a screen where you can view or modify recurring payment options including Next Delivery Date, Frequency, Duration and Remaining Payments.

What information is required to enroll for an eBill?
Often, only the biller/payee name and account number are required, although some do require an additional field for validation, such as ZIP or phone number.

What is the cutoff time for payments? 
Typically the cutoff is at 10:00pm. Some billers have a cutoff time prior to 10:00pm. In most cases, an electronic payment due tomorrow can be scheduled up until 10:00pm tonight.

Can I pay my bills using Quicken/QuickBooks? 
After the update, there will be a period of time where you will not be able to initiate bill payments through Quicken or QuickBooks. You will still be able to download your transaction history into Quicken and QuickBooks.

We recommend that you deactivate Online Bill Pay in Quicken/QuickBooks until this functionality is available again. Follow these steps to deactivate:
1. From the Quicken/QuickBooks Menu, choose Tools > Account List
2. Click the Edit button of the account you want to deactivate
3. Deactivate Online Bill Payment Only
a. In the Account Details dialog, click the Online Services tab
b. Click Deactivate Online Bill Payment

What happens if I don’t have enough money in my account?
If you do not have enough money in your account on the “Deliver By” date, the payment will still be sent to the biller/payee and you could receive an insufficient funds charge (as disclosed in our schedule of fees.)  We will try to collect payment a second time within 24-48 hours. If at that time you still do not have sufficient funds, a second insufficient funds charge may be assessed. At times, we may work with the biller/payee to try and reverse the payment.  If the payment cannot be reversed, we will contact you directly to satisfy your outstanding balance. Your access to Online Bill Pay may also be restricted for payments resulting in insufficient funds.

Are payments guaranteed?
The Service will bear responsibility for any late payment related charges up to $50.00 should a payment post after its Due Date as long as the payment was scheduled in accordance with the following guidelines:

When scheduling Bill Payments, you must select a Scheduled Payment Date that is no later than the actual Due Date reflected on your Biller Statement unless the Due Date falls on a non-Business Day. If the actual Due Date falls on a non-Business Day, you must select a Scheduled Payment Date that is at least one (1) Business Day before the actual Due Date. Scheduled Payment Dates must be prior to any late date or grace period.

I'm using Safari as my web browser and cannot access Online Bill Pay. What can I do?
Cookies need to be enabled in Safari to access Online Bill Pay. Follow these steps to enable cookies:
1. Launch Safari
2. Click Settings > Cookies and Website Data
3. Click Always Allow
4. Log into Online Banking
5. Return to Settings > Cookies and Website Data
6. Click Allow from websites I visit
Note: This will only be necessary the first time you log in to Online Banking.