BILL PAY QUESTIONS AND ANSWERS

How soon can I start making payments?

You can begin making payments right away; however, if you are denied bill pay services all payments made will be canceled.

 

What does it cost to use bill pay services?

Bill pay is a totally free service for all ACTIVE bill pay users. We encourage members to use it. A $6.95 monthly fee will apply only if you do not use bill pay anytime during a 2-month time period. Although we do not anticipate charging a fee for active bill pay users in the foreseeable future, Hancock Federal Credit Union's Board of Directors reserves the right to impose a fee. Bill pay users would receive a 30-Day advance notice of any fee.

 

How do I get started?

It is very important to note that in order to enroll for and use Bill Pay Services, you MUST have the following Hancock Federal Credit Union Services:

 

• You MUST be a current Internet Teller user. Home banking is a free service from Hancock Federal Credit Union.

• You MUST have a Hancock Federal Credit Union Checking Account. (All bills paid via bill pay are debited from your Hancock Federal Credit Union Checking Account.)

 

If you do not currently have a Hancock Federal Credit Union Checking Account, please stop by any Hancock Federal Credit Union office to open a checking account, or call us at 419-424-0163 (toll free: 800-273-0163) for further information.

 

If you do not currently have online banking, stop by the credit union, and speak with one of our member service representatives. We can sign you up when you visit us at either 1701 E Melrose or 125 Trenton Ave, Findlay, OH.

 

Enrolling for bill pay:

ONCE YOU HAVE SUCCESSFULLY LOGGED INTO Internet Teller Home Banking, simply click on the bill pay tab.

 

When you first click on the bill pay tab, an enrollment page will appear. Fill out the required information. You will have the opportunity to double check the accuracy of the information you have entered. Submit the enrollment form and click ”I agree” on the Hancock Federal Credit Union Bill Pay Disclosure. Your information is then sent for processing. If you experience any problems with enrollment, call us at 419-424-0163 or toll free at 800-273-0163.

 

Upon setting up bill pay, you may login to Internet Teller, click on the bill pay tab and begin setting up your payees. A payee is defined as anybody (company or individual) to whom you want to send money.

 

Gather all of the information about any business, individual, family member, and friend, professional or other payee who might generate an invoice for products or services that you may want to pay through bill pay. Gather together the names, billing addresses and your account number with the company or individual.

 

Is there anyone I cannot pay through bill pay?

You may pay almost any payee you wish. However, there are several restrictions:

 

The merchant must be located in the United States.

Payments may not be remitted to tax authorities or government and collection agencies.

Payments may not be remitted to security companies such as Ameritrade for stock purchases or trade taxing authorities.

Court directed payments are unauthorized (Alimony, child support, or other legal debts).

Don't forget you CAN use this system to send payments to your son/daughter in college, pay your local orthodontist, credit cards, charitable donations, etc.

 

Should the processing date I give be the date the payment is actually due?

No. You should allow a minimum of five (5) business days for payments to reach your payee. Depending on the payee, you may need to allow additional days due to the distance the payment will travel. Remember, although you can schedule a payment at any time, payments are actually sent to payees only on business days. NOTE: Clients in *Mountain Time zones should allow 7 business days, Pacific Time zone, 8 business days.

 

How far in advance can I schedule a payment?

You can schedule a single payment for up to 90 days in advance.

 

How soon are funds actually taken out of my account?

Bill payments are debited from your account on the processing date you requested.

 

What happens if I don't have enough money in my account to cover a bill payment?

If funds are not available on the requested processing date, your bill payment will be canceled and a $35.00 fee will be charged to your account.

 

What is the difference between a variable/single bill payment and a recurring payment?

A variable/single bill payment is a one-time payment such as your telephone bill where the amount fluctuates each time. Or perhaps it is a payment you do not make regularly such as a florist you use only occasionally.

 

A recurring payment is one made regularly for the same dollar amount, on the same day each month such as your car or mortgage payment. You need only to set up a recurring payment once in the system and access the system only when the payment is to be changed or canceled.  Otherwise, your recurring payments will be made automatically.

 

How are my payments delivered and how can I ensure that my payee receives my payment by the due date?

You may schedule payments to be initiated on the day you enter the information, on a future date or on the same date each month. Although you can enter payment information 24 hours a day 7 days a week, payments can only be initiated on business days.

 

After funds are withdrawn from your account, we may remit your payments by electronic funds transfer, or if the payee does not accept electronic payments, by mailing a check drawn on an account we maintain for this purpose, or by some other appropriate means. Because of the time it takes to remit your payment to the payee, they will not receive payment on the processing date (the date you instructed bill pay to deduct the funds from your account). Therefore, in order to provide sufficient time for payments to be received by your payee, the processing date should be a minimum of five (5) business days before the bill's actual due date. Additional days must be added to this time frame if the payment is traveling outside of a 4 state radius. NOTE: Clients in *Mountain Time zones should allow 7 business days, Pacific Time zone, 8 business days.

 

For Bill Pay Inquiries call our toll free support line  (866) 243-8632

Monday – Friday 8:30 am thru 2:30 am EST

 

Why does it take five business days and sometimes more for payments?

(*Mountain Time zones, 7 business days, Pacific Time zones, 8 business days)

There are a several variables that must be considered. Although a number of your payees accept payments electronically, many do not. For those that do not accept electronic payments, we must send a check to that payee through the U.S. mail. Once the check is received by the payee, it may also take a day or so for the payee to process the check and post it to your account. Even for electronic payments, it may take two or three days for your account to be posted. Holidays must also be taken into consideration.

 

If the bill payment does not arrive faster, then what are the advantages of paying my bills using bill pay?

There are several:

 

Convenience You pay your bills in the privacy of your home.

Save money by not having to purchase as many checks, envelopes, and stamps.

You use less paper checks so you'll save money on check printing costs, etc.

You can consolidate your entire bill paying information in one very secure, easily accessed location.

Set up recurring payments so that your bills are paid automatically each month.

Pay multiple bills, with different due dates, all at the same time.

No wasting gas or wear and tear on your vehicle running from place to place just to pay bills.

Schedule payments ahead of time or while vacationing or traveling.

You access bill pay within Hancock Federal Credit Union’s home banking.

 

How close to the original payment date can I change or cancel a bill payment?

You can change or delete a bill payment if done no later than 12:30 pm on the business day prior to the business day the payment is to be processed. For Bill Pay Inquiries call 866-243-8632.

 

What should I do if a payee has not posted my payment?

First, be sure to allow a minimum of five (5) business days for a payee to receive your payment. CONTACT YOUR PAYEE. If a payee does not post your payment within ten (10) business days of the date you requested the payment to be processed, simply dial the toll free bill pay support line at (866) 243-8632 and press "0" for subscriber services. They will follow up on the payment and get back to you within 48 hours. *NOTE - Clients in Mountain Time zones must allow 7 business days, Pacific Time zones, 8 business days.

 

How do I add more payees?

Use the "SET UP ACCOUNTS AND PAYEES" button online. For assistance call our toll free support line at

(866) 243-8632 Monday-Friday during the hours of 8:30 AM to 2:30 am EST or click on the Live Chat button

 

 

How can I prove payments and transfers were made?

Each time you enter a payment you are given a transaction number so you can be sure we received your request. In addition, payments will appear on your monthly statement. Or, you may view your account history through Internet Teller or call the toll free Bill Pay support line at (866) 243-8632 to hear a listing of your most recent transactions.

 

How can I cancel my bill pay service?

To make sure no payments are missed or duplicated, you will first need to delete any pending scheduled payments. Then contact Hancock Federal Credit Union at 419-424-0163 or toll-free 800-273-0163 to request cancellation of this service.

 

What if I have a question and want to talk to a real person?

You can reach a subscriber service representative at (866) 243-8632 and pressing "0". Subscriber services hours are 8:30 a.m. to 2:30 am EST. Monday-Friday, EST. If calling outside of these hours, simply leave a message and they will call you back on the next business day. The support line is closed on Federal Holidays. You may also click the Live Chat button.

 

How can I be sure no one else can access my bill paying service?

You will access the system by logging into your Internet Teller account. Once you are logged into online banking, you may access bill pay. Simply click on the “bill pay” tab and the bill pay log in window will appear.

 

In accordance with Hancock Federal Credit Union's On-line Banking Agreement, DO NOT share your Internet Teller login information with anyone. If for any reason you believe this information has been compromised, please contact your Hancock Federal Credit Union or change your password immediately.

 

How secure is the bill pay process?

When you go to either our online banking site or the bill pay site, a secure connection is established that prevents any outside parties from viewing transaction information. Any data that is transferred between locations is also made over secure connections utilizing data encryption, and all account information is kept behind a firewall to prevent any outside access.

 

If I currently have an automatic debit for a bill coming out of my checking account, should I cancel this debit and use my new bill pay program?

It is recommended that you NOT cancel any auto debit UNLESS your new bill pay program has the ability to electronically remit this payment to your payee. To determine if your payee is electronic with your new bill pay program, simply call the service and this information will be provided to you. Payees who have their own debit program will often times not ALLOW 3rd party processors to remit payments to them. Our main concern is that your bill be paid in a timely manner and safely. Some typical payees are, Insurance companies, Utility companies and Mortgage companies. Some other considerations…. auto debits come out of your account on your 'due' date. With the bill pay program, your payment will be deducted from your account on the 'process date', which should always be a minimum of 5 business days BEFORE your due date.

 

Does the bill pay system offer a payment guarantee?

No. Unfortunately, we do not offer a payment guarantee. Once the payment is remitted, we are unable to control the posting cycle. We do, however, provide support for bill pay issues. In most cases, we are able to successfully have late charges and credit standings corrected for the end user. In the event iPay is at fault, a manager at iPay will evaluate the case and approve an adjustment to the end user.

 

About iPay Technologies:

Headquartered in Elizabethtown, Kentucky, iPay Technologies provides full-service internet bill payment software that offers end-users a high level of control, customization, and security to more than 1,200 community financial institutions in the United States. IPay partners with community banks and credit unions to make electronic bill paying quick, easy, and hassle-free for consumers. By consistently delivering experiences that financial institutions and their customers and members rave about, iPay is the leading independent provider of internet bill payment services.

For more information, please visit http://www.ipaytechnologies.com