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e-Bill Pay Help

Q: What is e-Bill Pay?
A: e-Bill Pay lets you make payments and receive and pay bills online through your credit union. You can make payments to anyone, anytime, anywhere in the United States, from your mortgage lender to your newspaper carrier. The only payments you cannot make through your bill payment service are court-ordered payments and state and federal tax payments.

Q: Will I be able to use Bill Payment with any of my EFCU accounts?
A: No. The Bill Payment Option can only be used with your EFCU Choice Checking™ account.

Q: How will I be billed for e-Bill Pay?
A: You won't! e-Bill Pay is completely free, no matter how many bills you pay!

Q: How do I sign up for e-Bill Pay?
A: Log into e-Banking and click on “e-Bill Pay”. Click on “Click here to sign up for e-Bill Pay”. The enrollment process for e-Bill Pay involves a few simple steps. For your convenience, the application form is pre-filled with as much information as possible. The information displayed on the form is determined by a number of variables and may include the following:

  • Primary Account Holder - This section is used to gather your name, address and contact information.
  • Account Information - This section is used to indicate which account(s) you would like to use as your debit account(s) for the bill payment service. In addition, you can specify a security word (such as your mother's maiden name).
  • Secondary Account Holder - This section is used to gather the name, address and contact information for a secondary account holder, if applicable.
  • Disclosure (terms and conditions) - If this information is presented on the enrollment form, clicking the check box allows you to accept the terms of the disclosure. A hyperlink is also present that allows you to open and view the complete text for the terms and conditions.

To complete the enrollment process you must provide any additional information required and accept the disclosure statement (terms and conditions). Acceptance of the terms and conditions is required to access online bill payment services. When the enrollment information is complete, click Continue to review and confirm the information entered. Click Continue to confirm the information and begin the application review and approval process. Your information will be entered into the bill payment provider's system. Within approximately 2 business days you will receive an email confirmation. You are now ready to use the Bill Payment service.

Q: When can I start using e-Bill Pay?
A: After enrolling, you will first receive an approval email. Once your account has been enabled, you will receive a welcome email indicating that you may begin using e-Bill pay.

Q: Once I’ve gotten my welcome email, how do I begin using e-Bill Pay?
A: To start using e-Bill Pay, you need to set up your Billers, the merchants you want to pay. To add a new merchant, click on “Add Biller” and follow the online steps. Follow these steps anytime you wish to add a new Biller.

Q: How does a payee receive my money?
A: e-Bill 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 the same information that you complete when you add a biller. This information includes:

  • Your name
  • Payee name
  • Payee account number
  • Payment amount
  • Payment date

Note: 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: How many days does it take for a payment to reach the payee?
A: Since payment processing can take three to five working days, the safest thing is to always schedule your payments at least five working days before the due date.

Q: How do I change information for a certain merchant?
A: To change information associated with a biller, click on Manage My Bills and follow the steps.

Q: Do I need to contact the payees I decide to pay with e-Bill Pay?
A: No, you do not need to contact your payees if you use this service. e-Bill 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: 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 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: When making a payment, the first available payment date allowed by e-Bill Pay is four business days from today. The payment date is the date that the payment is due. Four business days before a payment's payment date, e-Bill Pay looks at your payment to determine how it should be processed. For example, e-Bill Pay needs to know if the payment is going to a payee that can accept electronic payments or if the payment should be sent as a check. After e-Bill Pay determines how to process the payment, you can no longer make changes to it; your changes could affect how e-Bill Pay would process the payment. The payee then receives the payment on the due date.

Scheduling pay dates sufficiently in advance of the due date on the bill allows enough time for the payee to receive the payment and credit it to your account.

Q: What do I do with the part of the mailed bill statement that I used to mail back with my payment?
A: You don't need to do anything with your bill statement-payees do not need that portion of your statement. All of the information you provide when adding payees and scheduling payments is sufficient for the payee. If you like, you can keep the statement for your own records.

Q: How do payments show up on my payment account statement?
A: When you receive your payment account statement, the payments made through e-Bill Pay usually appear as electronic withdrawals (similar to ATM withdrawals) even if e-Bill Pay sends a paper check to the payee.

Note: 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.

Q: How do I know what the status of my payment is?
A: Look for the payment in Payment Center. There are two sections for bills – Pending Bills are those that are not yet paid, and Recent Bills have already been paid.

Q: How do I cancel or change a payment?
A: You can cancel or change a payment while its status is Pending, as long as you can still see a cancel or change button. Once those buttons are gone, you can no longer make any changes to the payment.

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.
  4. If the payment is not credited to your account or if the payee will not waive late fees, find the payment in Bill History. Click View Detail in the Action column. Then click payment inquiry to send us a message that includes the information you gathered from the payee.

Q: What do I do if a payment failed?
A: "Failed" is a status that appears in Payment Activity if a payee returns one of your bill payments to us. The payee may have returned the payment because the information you provided when you added or updated the payee in your payee list wasn't sufficient for the payee to credit your account. You may consider making the payment by other means if it is close to the bill's actual due date.

If you have a failed payment, please take the following steps. These steps ensure that your payment information is attached to your message.

  1. Go to Bill History and find the failed payment.
  2. Click Inquire. The Payment Activity - Payment Inquiry page opens. Use this page to tell us more about the problem with the payment.
  3. Complete all of the boxes.
  4. Click Send. Your message is sent.
  5. Click Close. The Payment Activity page opens.
  6. Check Messages in three to four business days for a reply.
  7. If you are concerned about meeting the payment's actual due date, send the payment by check in the meantime.

Still have e-Bill Pay questions? Call our e-Services Team at 812.424.2621, option 7, or click here to send them an email.

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