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Bill Pay

Bill Pay PAYMENT FAQ

Payment FAQs



How do I use Bill Pay to pay my bills?

To pay your bills online, you simply add the companies and people you want to pay. We use this information to make the payments for your bills.

After you add your bills, go to the Pay Bills section of the Payment Center to view all of the bills you've added in Bill Pay. Your bills remain in this list until you delete the biller. To pay a bill, find it in your bills list and enter the amount and date for the payment.

Quick Facts About Paying Your Bills

  • You only have to add the companies and people you want to pay once. The company or person remains in your list of bills until you delete the biller.
  • You can pay as many bills as you want at the same time from the Payment Center.
  • You can pay your bills from more than one payment account. However, you can select only one account at a time in the Pay Bills section.
  • You can set up reminders to receive notification when a bill is due. The reminder appears below the bill in the Pay Bills section of the Payment Center for a certain number of days to remind you to pay the bill before it is due.
  • When you enter an amount for the payment, Bill Pay automatically displays the earliest date you can select for the company or person to receive the payment. You can either accept this date or change it to a later one.
  • After you enter your payment information and click Make Payments, we validate it and display it on the Review Payments page. You must review and submit your payments before we process them and send them to your billers.

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How can I keep track of my bills in Bill Pay?

Bill Pay provides the following features for keeping track of your bills, and most of the features are available on the Payment Center:

Feature Description
Bills List The Pay Bills section lists all of the bills you've added in Bill Pay. You can scroll through the list alphabetically by clicking the Biller Name column.
Bill Reminders You can set up reminders for your bills and have the reminder appear below the bill in the Pay Bills section for a certain number of days before the bill's due date. If you're receiving an electronic bill, the reminder appears as soon as Bill Pay receives the bill from your biller.
E-mail Reminders You can also receive e-mail reminders for your bills when the following events occur:
  • The bill is due.
  • The bill is past due.
  • The payment has been sent and the money has been withdrawn from your payment account.
The message contains information that is specific to a particular bill.
Payment Assistant The Payment Assistant provides a quick summary of your biller information, including:
  • Address (if you can change it).
  • Pending and recent payments.
  • Helpful tips.
  • Links for managing your bills and payments.
  • Payment calendar.
Pending Payments The Pending Payments section provides a quick summary of the payments that have not been processed yet.
Recent Payments The Recent Payments section lists the bills that have been paid in the past 45 days.
Bill History You can view all of the bills you paid, including electronic bills and the bills that you pay automatically. You can also view any unpaid electronic bills.

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How do I know if the company or person received my payment?

Look for the payment to move from the Pending Payments section to the Recent Payments section.

  • You can see a list of pending and recent payments for a particular biller in the Payment Assistant.
  • You can see a list of pending and recent payments for all billers in the Payment Center.

 

If the payment was processed normally, you see the amount of the payment. If you canceled the payment, or if it failed during processing, you see the status of the payment.

You can also check the status of the payment in Bill History. If the status is Paid, the payment has been sent to the biller. In some cases, you may see the date when the biller posted the payment to your account.

When you set up your bill reminders, you can select an option to receive an e-mail message when the payment is sent. The message contains any posting information that the biller sends us. If you want to confirm that the payment has been posted to your account, contact the biller. It may take a few days for the biller's payment system to show the credit to your account.

You can check the account statement from your financial institution to see if the funds were withdrawn from your payment account.

You can always contact your biller directly regarding payments to your account.

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What is a preferred account?

A preferred account is the payment account from which you pay most of your bills. When you designate an account as your preferred account, it appears first in the Pay From list on the Payment Center by default.

To change your preferred account, simply select another account in the Pay From list in the Pay Bills section. When you choose a different account, the Make Preferred Account check box appears so that you can select it for the new account.

Note: You must make a payment to designate a preferred account. If you select the Make Preferred Account check box but don't make a payment, the previous account selection continues to appear as your preference.

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What is the confirmation number?

The confirmation number is a unique identifier that Bill Pay automatically assigns to each payment. If you have a problem with a payment, use this number to refer to the payment when you contact customer service. However, if you send us a payment inquiry, the confirmation number is automatically associated with the payment in question.

The confirmation number does not indicate that the company or person has received the payment. Please refer to the previous question to learn how to verify that a company or person has received the payment. If you have a problem with a payment that has already been sent, please refer to the FAQs for Managing Payment Problems.

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What is the difference between a note and a memo?

A note contains descriptive information that you want to keep on file with the payment. Bill Pay does not send the note to the company or person with your payment. You can add a note to any payment in Bill Pay. You can review the note when you view the details of your payment on the Bill Detail page. The maximum length of a payment note is 256 characters.

A memo contains information that is printed on the memo line of a check that Bill Pay sends to the company or person. You can only add a memo to payments that Bill Pay sends by check. The memo is also kept on file with the payment, so you can review the memo when you view the details of your payment on the Bill Detail page. The maximum length of a memo is 34 characters.

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Can I change a payment?

Yes. If the payment has not started processing, you can change the:

  • Account from which to make the payment.
  • Date you want the biller to receive the payment.
  • Amount of the payment.

If you made a payment to the wrong biller, you can cancel the incorrect payment and make another one to the correct biller.

If the payment has started processing, or if the status is Paid, call the biller's customer service. For more information, see the FAQs for Managing Payment Problems.

Tip: If you want to change a payment that has been scheduled automatically, consider setting up bill reminders instead of an automatic payment schedule. The reminder appears below the bill in the Pay Bills section of the Payment Center for a certain number of days before the due date. You can check the reminders to ensure you're making payments on time. Automatic payment schedules work well for bills that are a set amount paid at regular intervals, such as your mortgage, rent, or car loan.

For more information, see the FAQs for Setting Up Reminders and the FAQs for Setting Up an Automatic Payment Schedule.

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What happens when I cancel a payment?

After you cancel a payment, its status changes to Canceled and it is not processed. Canceled payments appear in:

  • The Recent Payments section of the Payment Center.
  • Bill History.

 

Note: If you cancel an automatic payment, only the selected payment is canceled. You do not cancel any future payments in the payment schedule. To cancel all payments that you've scheduled to be paid automatically, go to Manage My Bills and delete the automatic payment.

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