Citizens Bank
Online Banking Online Banking
FAQs

FAQs


Frequently Asked Bill Pay Questions

 



Q: Is the bill payment system a "pay anyone" service?
A: Yes. However, payments to tax entities are restricted. International payments are also restricted and not available.
Q: What is the first screen presented to my when I click on the "payments" tab?
A: You will always be greeted with the payment "Hub" page. This screen will present you with a multiple payments module, as well as display your pending payments, most recent payments paid, and any bill reminders you have established. It will also notify you of ay new Bill Pay Messages.
Q: What additional features are available with Online Bill Pay?
A: Online e-bills from many major billers that notify you via email when the bill arrives, as opposed to receiving them in the mail. The e-bill can be viewed online and printed as needed. Auto payment is available to automatically schedule payments on the due date. Quick bill set up feature requires only a company name and phone number in most cases.
Q: How many days in advance must I schedule a bill payment prior to the due date?
A:  Most payments must be scheduled four business days in advance, as of 12:00 a.m. CST. If you are scheduling bill payment using Mobile Banking with bill payment it must be scheduled five business days in advance.
Q: What date should be scheduled for the "due date"" of the bill?
A: Payments should be scheduled for the due date of the bill. The funds are scheduled to be debited from your account on that day. Payment date is the date the payee is scheduled to receive the payment.t
Q: What is the time frame I can make edits to a scheduled bill payment?
A:  You can edit the payment anytime prior to the four business days (12:00 a.m. CST) cutoff time.
Q: Can I pay more than one payment/payee/day?
A: Yes.
Q: Can I type in a "memo" note on a bill payment?
A: The "memo" field will only be available for payments issued by check, and will be presented to you on the bill payment confirmation page when scheduling the payment. You may also insert a memo and the account number by separating the memo and account number with a "/". For example: Acct#1234/boat payment, by editing payee information in the "Manage My Bills" section.
Q: Does the system send "variable recurring bill payment" reminders?
A: Yes. You can set up bill payment reminders in the Bill Reminders module. These reminders are sent to your email address.
Q: Can I incur a nonsufficient funds fee for an online bill payment?
A: Since your account is not debited in advance of the payment being issued to the payee, it is possible for the debit initiated for a payment settlement to incur an nonsufficient funds fee if the account doesn't have sufficient funds and/or overdraft protection available.
Q: Why are some payments by draft check and some are ACH?
A:  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 if my payment didn't reach the payee?
A: You can request an investigation and place a stop payment on the check and have another one reissued. (Normal stop payment fees may apply)



 

Payments



PAYMENT QUESTIONS AND PROBLEMS

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 Payment Activity. Click View in the Payment column to access the Payment Activity - View Payment page. Then click Inquire about this payment... to send us a message that includes the information you gathered from the payee.

Q: What do I do if I receive a late fee for a payment?
A: If you have received a late fee or finance charge for a late payment that you scheduled on time, follow these steps:

  1. Call the payee's customer service department.
  2. When you call, gather the following information:
    • 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 the late fees.
    • The amount of any late fees or finance charges assessed.
  3. Ask the payee to waive any fees or finance charges.
  4. If the payee will not waive the fees or charges, find the payment in Payment Activity. Click View in the Payment column to access the Payment Activity - View Payment page. Then click Inquire about this payment... to send us a message that includes the information you gathered from the payee.

Q: How can I confirm that a payment has been made?
A: After the payment date, check Payment Activity to see if the status of the payment is Processed. If the status is Processed, then the payment has been sent to the payee. You can also check to see if the funds have been withdrawn from your payment account. For example, check your next statement for the withdrawal. Or you can call the payee to see if they received and credited the payment. Sometimes it may take the payee a few days to credit your account.

Q: How do I cancel a payment?
A: You can cancel a payment while its status is Scheduled. Once a payment's status is In Process or Processed, you can no longer cancel or change the payment. You can cancel payments from the Payment Activity page.

Q: How do I change a payment?
A: If a payment status is still Scheduled, you can make changes to the payment. Go to Payment Activity and click View/Change next to the payment that you need to change. Make changes to the amount or the payment date, as necessary. Note: After a payment has started processing, you can no longer make changes to it. A payment has started processing if the payment status is anything other than Scheduled (for instance, In Process or Processed). If you overpaid the amount, contact the payee to request a refund or a credit toward your next payment.

PAYMENT PROCESS QUESTIONS

Q: What is printed on the paper checks you send?
A: The paper checks display the same information that you complete on the Make Payments page. 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: When does a payee receive my payment?
A: The payee should receive the payment on the due date. It may take the payee a little longer to credit the payment to your account.

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 payments from more than one payment account?
A: Yes, you can make payments from more than one payment account. The account number you select when making a payment is the account your payments are withdrawn from.

Q: Can I make international payments?
A: No, you cannot send a payment to a foreign address.

Q: What is the earliest payment date I can schedule for a payment?
A: You can schedule payment dates four business days from today or later. The earliest possible payment date is indicated on the E-bills and Make Payments pages. If you try to schedule a payment earlier, you are asked to reschedule the payment date at least four business days from the current date.

Q: Why do you need four days to process a payment?
A: Four business days before a payment's payment date,  Online Bill Pay looks at your payment to determine how it should be processed. For example, Online 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 Online Bill Pay determines how to process the payment, you can no longer make changes to it; your changes could affect how Online Bill Pay would process the payment. The payee then receives the payment on the due date.

Q: How do payments show up on my payment account statement?
A: When you receive your payment account statement, the payments made through Web Bill Pay usually appear as electronic withdrawals (similar to ATM withdrawals).  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: Are repeating payments scheduled automatically?
A: Yes, payments are automatically scheduled based on the information you enter on the Make Payments - Requrring Payments page.

Q: Can I pay bills automatically?
A: Auto-Pay is an optional feature available for many payees that can send e-bills. If Auto-Pay is available, you can set it up when you add an e-bill-capable payee and sign-up for e-bills. If available, you can also add Auto-Pay later by changing the payee information from the Payee Setup - Payee List page.


Payees



Q: What is a payee?
A: A payee is any company, service, or individual you make payments to. Payees can be anyone who bills you, such as your phone company or credit card, or individuals, such as your landlord or newspaper carrier.

Q: Who can I pay using my bill payment service?
A: You can pay anyone in the United States that you would normally pay by check or automated debit, with the following exceptions:

  • State and federal tax payments 
  • International payments


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.


Auto-Pay



Q: What is Auto-Pay?
A: Auto-Pay is an optional feature available for many payees.  Auto-Pay automatically pays the biller by scheduling the payment date in time for the payee to receive the payment by the due date.  When you set up Auto-Pay, you can select to automatically pay the biller regardless of the payment amount, or you can select to set a limit on the amount automatically paid.

Q: How do I turn on Auto-Pay?
A: If Auto-Pay is available, you can set up Auto-Pay when you add a payee, or you can add it later by changing payee information from the Payee Setup - Payee List page.


 

Back to Top

 

FDIC Equal Housing Lender