Online Bill Payment FAQs

How do I register for Extra Credit Union Online Bill Payment and Presentment?

You must register online by visiting ExtraCreditUnion.org and logging in to Online Banking. From there, click on Bill Payment and follow the prompts. You will be asked to read and accept an authorization disclosure. Failure to accept the disclosure terms prevents the registration process from proceeding. The form is electronically forwarded to Extra Credit Union, who is responsible for reviewing the information submitted and accepting or declining the service. If you try to enter Bill Payment during the application process, you will receive a message requesting that you wait for notification of acceptance.

 

When can I start using the program?

You may begin using Online Bill Payment and Presentment after you have received notification of approval via e-mail, usually within two to three business days of submitting your application.

 

When is Extra Credit Union Online Bill Payment and Presentment available?

You may use the program to schedule payments 24 hours a day, seven days a week.

 

When may payments be scheduled for processing?

Payments are processed on all days excluding Sundays and holidays recognized by the Federal Reserve Bank. In cases where a payment is scheduled on a Sunday or a holiday (this can potentially happen on a recurring payment), the payment is processed on the day before. If you happen to be setting up the payment on that particular Saturday, the payment will be processed on the next business day. Also, please note that weekly recurring payments may not be scheduled on Saturdays.

 

Can I pay my bills on the weekend?

Yes, you may set up your payments during the weekend. However, Online Bill Payment and Presentment prohibits you from scheduling a single payment and the first of a recurring payment on the same weekend. This is because payments scheduled for Sunday are processed the day before. Therefore, when setting up payments on a weekend, the first day you may schedule payments is the next business day following that weekend.

 

What are non-processing days?

Non-processing dates include Sundays and the following holidays recognized by the Federal Reserve Bank: New Year’s Day, Martin Luther King, Jr. Day, President’s Day Memorial Day, Independence Day, Labor Day, Columbus Day, Veteran’s Day Thanksgiving Day, and Christmas Day.

 

When are funds debited from my account?

On the process date, our Bill Payment processor, Metavante, generates an ACH (Automated Clearing House) debit in the amount of the bill payment to your checking account. Your checking account will be debited within two banking business days.

 

Is there a limit to the number of Extra Credit Union Online Bill Payment and Presentment accounts I can set up?

Yes, you are limited to one Bill Payment account per Extra Credit Union checking account.

 

Is there a limit to the number of bill payments I can make in a month?

No. As of Sept. 1, 2004, Extra Credit Union Online Bill Payment and Presentment will feature unlimited bill payments each month.

 

How is the payment deducted from my checking account?

The payment amount is deducted by direct ACH (Automated Clearing House) debit.

 

What happens if sufficient funds are not available (resulting in non-sufficient funds, or NSF, status) in the account?

If sufficient funds are not available, the debit will be returned via banking channels. The Automated Clearing House (ACH) return will prompt the system to block your Bill Payment account, preventing you from making more payments until the NSF status is resolved. Any future-dated recurring payments scheduled for release during the time the account is blocked will not be sent. Any member that accumulates more than six NSFs in a 12-month period will be removed from the program and will not be able to re-apply for the bill payment service.

 

Who can be paid using the Extra Credit Union Online Bill Payment and Presentment user interface?

Payments can be made to anyone in the 50 United States who can accept a check, with the exception of tax payments (including federal, state and local), court-directed payments (such as alimony and child support), and any other government-related payments.

 

What is the lead-time for processing payments?

The payee will receive the payment within three (3) banking business days for an electronic payee and five (5) banking business days if the payee is paid by check.

 

Does the Extra Credit Union’s Online Bill Payment and Presentment processor have payment amount limits?

Yes, Metavante has a payment cap of $9,999, regardless of how the payment is disbursed. The bill payment user interface limits the entry of payment amounts greater than this amount.

 

How do I place a stop payment on a bill payment?

A payment may be edited or deleted anytime before the payment is processed. For stop payment requests initiated after processing, you must contact Metavante’s Customer Support at 1-800-823-7555. Payments remitted electronically cannot be stopped.

 

How are multiple bill payments within a single day debited?

Each bill payment is debited separately.

 

What description will show on my account history?

Extra Credit Union supports NACHA (National Automated Clearing House Association) descriptions, thus the NACHA description will show. The ACH (Automated Clearing House) descriptor on the account history gives specific information about the payee name, ACH post date and the amount paid, which helps avoid confusion associated with unused check numbers.

 

Can I use Microsoft Money or Quicken to pay bills?

No. Online Bill Payment and Presentment does not support Microsoft Money or Quicken software.

 

How are check payments processed?

All checks are drawn on one of the Metavante’s clearing points. If you need additional information, please contact Metavante at 1-800-823-7555.

 

Explain the timing of payment debits and credits.

All debits and credits are sent out (at the same time) on the process date you designate.

 

Does the Extra Credit Union’s Online Bill Payment and Presentment processor use a process-date or due-date processing model?

The Bill Payment processor uses the process date model. The process date model is advantageous because it reduces confusion about the timing of the payment debit and when payees are in receipt of payment.

 

Can I use Bill Payment from outside the U.S.?

As long as you have Internet access with a secure, compatible browser and the payee is located within the 50 states, you may pay your bills while traveling outside of the United States.

 

How do I transfer funds?

Currently, there is no method to transfer funds between accounts using Online Bill Payment and Presentment. You may use Extra Credit Union’s Online Banking for this function.

 

Can I use Extra Credit Union Online Bill Payment and Presentment with all of my accounts?

Yes. Additional checking accounts may be added, however they must be Extra Credit Union accounts at this time.

 

What happens if the payee name changes?

If your payee changes names, contact Metavante at 1-800-823-7555 to update the payee name.

 

What do payees actually receive? Are payments made electronically or by check?

Electronic payees receive payment information in an electronic format that credits their account. Non-electronic merchants or individual payees receive a laser-printed paper check sent through the U.S. Postal Service. The method employed on any single payment depends on whether the bill payment processor has established an electronic payment relationship with the payee and if they are found on the electronic payee database. Under the process date model, payments are initiated on the process date you designate. Special rules govern when payments are processed for particular days, so please refer to the Schedule Payments section for details.

 

How quickly is Extra Credit Union Online Bill Payment and Presentment updated when a new payee is added or when a payment account number is changed?

When you update Payee information, the new information is available immediately.

 

If I select an erroneous electronic payee and this causes a posting delay and late charge, what is the process and who must pay the late charge?

If you select an electronic payee address that matches your payment coupon exactly and the bill payment processor routes the payment to a different payment center, the bill payment processor is responsible for the late charge and will reimburse any payee-imposed late fees, up to $50. If you select an electronic payee with an address that is different from that indicated on the payment coupon, you are responsible for the late charge. You always have the option to manually set up a payee with the (correct) address found on the payment coupon.

 

Are annual summaries including amounts paid by category or by payee provided?

Yes, you have the option of ordering a year-end CD for a small fee that contains your payment history.

 

Why do I get a Duplicate Payment Warning?

Duplicate Payment warnings are caused by scheduling a payment on the same date, for the same amount and to the same payee. The system will not allow you to schedule duplicate payments.

 

If I receive an error message while scheduling payments, how can I be sure the payments are actually scheduled?

Return to the Make Payments screen and verify your payment has been scheduled. From the Make Payments screen, you may edit, delete or re-schedule your payment(s). Make sure that you are viewing the relevant date range.

 

Do you have online support?

Yes. Click on the Help link for Bill Payment Support in the area you need assistance with.

 

Who handles customer support for Extra Credit Union’s Online Bill Payment and Presentment?

Metavante, the bill payment processor, provides customer support for processing questions. Extra Credit Union provides technical support for questions and issues regarding the bill payment user interface. The Customer Support Inquiry section of Customer Support explains this distinction with examples and provides telephone numbers for each. Links to Customer Support Inquiry are displayed at the bottom of most bill payment pages. Metavante communicates with Extra Credit Union for items such as stop payments and NSF notices.

 

How do I call Metavante?

You can call 1-800-823-7555 for Customer Support.

 

What are the support hours for Metavante?

Bill Payment users can call Customer Support during the following hours: Monday–Friday: 8 a.m.–10 p.m. EST (7 a.m.–9 p.m. CST) Saturday: 9:30 a.m.–6 p.m. EST (8:30 a.m.–5 p.m. CST)

 

Revised 07/09