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Frequently Asked Questions


How far into the future can a scheduled recurring payment be made?

Recurring payments can be scheduled for up to 40 years from Today's date. After the recurring payment is scheduled, only the next payment in the recurring cycle will be displayed in Online Activity.

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How do I delete a payment that I scheduled for today?

If you are still in the same session during which you scheduled the payment, you can delete it from the scheduled payments list or the Payment Center list. Click on the trashcan icon next to the payment to initiate the delete. If you have exited the session, you cannot delete the today payment because the transaction has already been completed.

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When are payments actually processed?

Today payments, payments where the date the user submits the payment and the send on date are the same, start to execute immediately after you log out of the session by debiting your account. Today payments submitted before 12:00pm ET on a business day will be debited and processed on the same day, otherwise, the payment will process on the following business day.

Future scheduled payments are debited on the same day as their send on date, and processed on the scheduled payment send date. However, if the payment's send date falls on a Saturday, Sunday or holiday, the payment will be processed on the next business day after the send on date.

Based upon the payment delivery method (electronic or check) and time of payment submission the delivery date of the payment may vary. The delivery date will be displayed to you on all payment scheduling and confirmation screens.  Please be sure to schedule all payments so the delivery date is on or before the due date of the payment.

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What happens if I have insufficient funds to cover a payment?

This online service will confirm a today transaction only if you have sufficient funds in your funding account to cover it. Future-dated transactions are stored by the system, but the funds are not debited from your account until the scheduled transaction date. You will be notified if a payment fails, and this service will automatically attempt to retry the payment on the next business day. If the payment is successful on the next business day, you will not be notified again. If the payment fails on the retry, you will be notified again.

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What if my payment is late, and I am charged finance charges?

If we tell you to schedule the payment so the Deliver By date is on or before its due date and the payment was still late, then we will take the responsibility. On the other hand, if you did not schedule the payment so Delivery By date is on or before the due date, you will be responsible for any late fees. Be particularly aware of mortgage due dates and bank holidays.

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What happens if I schedule a payment that falls on a Saturday?

Payments scheduled on Saturday, Sunday or holidays will be debited on the same day as their send date, and processed next business day. The payment will be made on the next business day. The following table shows the timing for each type of Online Banking payment.

Frequency

Timing

Example

Weekly

7 calendar days from the start date

Start date: Friday, April 11, 2008
Next payment: Friday, April 18, 2008

Bi-weekly

Same day of week every 2 weeks (14 days from the start date)

Start date: Friday, April 11, 2008
Next payment: Friday, April 25, 2008

Every 4 Weeks

Same day of week every 4 weeks (28 days from the start date)

Start date: Friday, April 2, 2008
Next payment: Friday, April 30, 2008

Monthly

Same date every month.
If the start date is on the 29th, 30th, or 31st day of the month and the number of days in the payment month is less than the start date, then the next payment will be made on the last business day of the current month.

Start date: Friday, April 11, 2008
Next payment: Sunday, May 11, 2008
Start date: Monday, March 31, 2008
Next payments: Wednesday, April 30, 2008
Friday, May 29, 2008
Start date: Wednesday, Jan. 29, 2008
Next payment: Monday, March 3, 2008
Tuesday, April 29, 2008

Semi-monthly

Twice a month.
If the start date is less than 15, add 14 to it.
If the start date is greater than 14, subtract 14 from it. If the subsequent payment date is still greater than 14, the payment day is set to 14.

If the start date is less than 15:
Start date: Wed., April 2, 2008
Next payment: Wed., April 16, 2008
Next payment: Fri., May 2, 2008
If the start date is greater than 14:
Start date: Wed., April 30, 2008
Next payment: Wed., May 14, 2008
Next Payment Wed., May 28, 2008

Quarterly

Same date every 3 months

Start date: Fri., April 11, 2008
Next payment: Fri., July 11, 2008

Semi-annually

Same day of month every 6 months

Start date: Fri., April 11, 2008
Next payment: Fri., October 11, 2008

Annually

Same day of month once a year

Start date: Fri., April 11, 2008
Next payment: Sat., April 11, 2009

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What is the Payment Guarantee?

If a properly scheduled payment is not received and posted on time by the payee, we will attempt to have any late fees or assessed finance charges removed. (Finance charges are calculated based on your payment amount rather than your entire balance.) If the payee is unwilling or unable to remove them, we will pay the fees and finance charges directly to the payee. In addition, we will attempt to have your account noted appropriately to ensure that the situation does not negatively impact your credit rating.

The Payment Guarantee applies to late fees and/or finance charges associated with the late posting of a payment, provided that the following conditions are met:

  1. The payment was scheduled to be delivered on or before the due date of your bill, excluding any grace periods. (The one exception to this guideline is that mortgage payments may be scheduled so that the payment is sent on or before the due date, excluding grace periods. For example, a mortgage payment due on July 1st, with a 15-day grace period, must have a "Send On" date no later than July 1st.)
  2. The payment was not made to an excluded payee:
    • Unprocessed payments due to debit failures
    • Payments to settle securities transactions
    • Payments to payoff special or delayed financing for purchases
    • Payments to credit counseling agencies who pay creditors on your behalf 
  3. The payment was not made to a prohibited payee. Payments to the following payees are not permitted through this service:
    • Payments to payees outside of the United States
    • Court-ordered payments such as alimony, child support, speeding tickets, etc.
    • Tax entities
    • Collection agencies 
  4. The information supplied by you is correct (payee name and address, your name and account number as it appears on the payee's records).

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Do I get a receipt from each transaction?

A reference number is displayed after you complete a transaction. This is your electronic receipt. The reference number is a record that transactions were accepted and will be processed, so you may record this number. Your statement will also include all of your online transactions. Print your statement for a paper receipt.

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What action generates the Session Summary Report?

Clicking on the Log Out button after you have completed transactions within a given session (log in to log out) will automatically pop-up the Session Summary Report.

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Do I need an e-mail account to use the Message Center?

No, you don't need an e-mail account to use Messages.

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How do I get additional help during a session?

You can always get assistance simply by calling Customer Service at 888-203-5633 during business hours.

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What if I have additional questions?

Please contact Customer Service at 888-203-5633.

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