FREQUENTLY ASKED QUESTIONS



General Information

Q | Whom can I pay through Online Bill Payment?
A | You can pay ANYONE in the United States from the next door neighbor, the utility company, the bank, and even a child in college across the country.

Q | How late in the day can I enter, edit, or delete a payment?
A | You may add, edit, or delete payments scheduled Sunday through Friday until 11:00 PM the day before the scheduled payment date.

Q | What happens if I have a scheduled payment that falls over a weekend or holiday?
A | Scheduled payments that fall over a weekend will be processed on Friday evening. Any new payments that are scheduled over that particular weekend will be processed on Sunday night. Holiday processing occurs the day following the holiday.

Q | Are there any merchants that I cannot pay through the bill payment service?
A | Yes. You cannot pay any government agency.

Q | Can I use Online Bill Payment if I live outside the United States?
A | Yes, as long as you have a bank account in the United States.

Q | Can I get a copy of a cancelled check?
A | You can request a copy through Customer Service. There may be a fee associated with this service.

Q | How long is history retained in the VIEW PAYMENT HISTORY section?
A | Payment History records are kept for one year.

Q | What happens if I lose or forget my ID or PIN?
A | If you lose or forget your ID, you may call Customer Service and with proper identification your ID will be given to you. If you lose or forget you PIN, you must follow the same procedure and a new PIN will be assigned to you.


Payee Information

Payee, a definition:
A payee is anyone to whom you would pay a bill or send a check. The most common payees include utility companies, your landlord, mortgage company, department stores, and credit card companies. Payees also can include individuals such as the person who mows the lawn, the local grocery store, and your favorite charitable organization.

Q | How many payees may I have set up?
A | You may have up to 99 payees that you can set up through the internet. If you need more than 99 payees, please contact Customer Service.

Q | What if I do not have enough money in my account?
A | Electronic payments will continue to try to debit your account daily until there's available funds. Payments made by check will be treated the same as any overdraft item.

Q | Can I edit vendor addresses?
A | No. You will have to set up a new vendor with the correct address and delete the old one.

Q | How do I know if a merchant is electronic or check?
A | Once you have set up the vendor/merchant, then you can look at the VIEW PAYEES screen and you will see a field that will tell you if the vendor is electronic or check.

Q | Can I set up recurring payments?
A | Yes. You can set up recurring payments in the following frequencies:

Weekly, Semi-Monthly, Monthly

Q | Will the memo field that I fill out when setting up a payment be passed on to the merchant?
Q | No. The memo field is for your personal records, however 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.


Payment Information

Due Date:
The due date is the day your payment must be received by the payee, not including your grace period. The due date is usually located in the bill you receive in the mail from the payee.

Q | How far in advance should I set up a payment to insure it is paid on time?
A | Check payments should be scheduled 7 business days in advance of payment due date. Electronic payments should be made 4 business days prior to the payment’s due date.
*NOTE - You may want to set up a payment to yourself so you can see how the system works.

Q | Are there any minimum and maximum payment amounts?
A | Yes. The minimum amount you may make a payment for is $0.01 and the maximum amount can be up to $99,999.00

Scheduled Date:
The scheduled date is the day you would like Net Teller Online Banking to start the process of sending your money to the payee.

Q | How far in advance can I schedule payments?
A | You may schedule payments up to 90 days in advance of the first due date. Recurring payments can have an end date of any year in the future.

Q | Can I have multiple payments to the same payee on the same day?
A | Yes. You can make multiple payments to the same payee as long as the payment amounts are different. For your protection, the system will not pay duplicate items in the same day.

Q | Can I stop payment?
A | Yes. You will need to call Customer Service.

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