Express Online Banking Bill Pay FAQs
1. What is the timeline for the Express Online Banking Bill Pay upgrade?
During the upgrade, the Bill Pay system will be unavailable from Monday, May 15, 2017, starting at 2:30 P.M. through Tuesday, May 16, 2017. We anticipate that Bill Pay will be available the evening of Tuesday May 16, 2017.
If you are not already enrolled in Bill Pay, you will be unable to enroll from Monday, May 15, 2017 through Tuesday May 16, 2017.
Any payments that were previously set up and are scheduled to be sent out on Sunday, May 14, 2017, Monday, May 15, 2017 or Tuesday, May 16 2017 will go out as expected.
2. How is Express Bill Pay different than what you offer today?
Express Bill Pay offers new and improved features and functionalities such as:
• More flexibility in scheduling options
• Enhanced eBills
• Payment scheduling options that interact with your eBills
• Rush payment options
• Later cutoff times
• The ability to group “like” biller/payees together
• Payments will be sent to Payee, once received by Payee then funds are removed from your account.
• The ability to schedule payment reminders
• Payment monitoring
• Alerts and enhanced fraud monitoring to protect you from unauthorized payments.
3. Why am I receiving a message that says Bill Pay is not available?
If you receive an error message that says “Bill Pay is not available,” please check to make sure we have the most up to date home phone and/or email address on file. You may verify this information by accessing the “Service Center” tab within Express Online Banking. If after verifying your information, you continue to receive an error message, please contact the Online Banking Department for assistance at 315-592-3159 or 315-592-3120.
4. What does “Deliver By” date mean?
The “Deliver By” date is the date the biller/payee will receive the payment. If the payment is sent electronically, this will also be the date that the funds will be withdrawn from your account. If the payment is sent by check, the funds will be withdrawn from your account when the check is presented to the Bank for payment.
5. My Payment use to go out electronically, so why did it go out as a check?
For the first few payments, the system may send a payment as a check vs. electronically, until it can learn to identify your typical payment behaviors. If it recognizes anything outside of your typical payment behavior, it will alert you to reduce the risk of payment errors. Since your payment, may go out as a check, it is extremely important that you verify the address prior to submitting the payment to ensure the payment gets mailed to the correct address.
6. Why do I have to select a funding account?
The first time using our new Express Bill Pay, you will need to select a funding account when processing a payment for each biller/payee. Once you have selected the funding account, the funding account will be saved for that biller/payee.
7. Why do I have to re-enroll in eBills?
With our new Express Bill Pay, we have made some major improvements to our eBill process. By re-enrolling in our new and improved eBill system, you will have access to new features such as PDF copies of your bill, eBill alerts and new payment options that will allow you to schedule one time and recurring payments based on your eBill each month!
8. Why do I have a biller/payee that use to offer eBills, but doesn’t on the new bill pay system?
You can use the link below to see if a payee participates in eBills through our new Express Bill Pay system:
If there is a biller/payee on the list, but you don’t see the eBill link, verify the payee details. The payee could only allow eBills if the address is set to X, but your biller/payee has an address of Y. It could also be that the specific type of bill you have for a certain biller/payee doesn’t participate in eBills through our new Bill Pay system. For example, a biller/payee may allow eBills for their credit cards, but not for their auto loans.
9. Why do all of my previous payments show in the history as a check payment?
Payments from the previous system will be shown as a check payment once we upgrade to our new and improved Bill Pay system. This is simply a display issue only and will only affect payment made prior to the upgrade. Should you need any additional details regarding past payments, you may reference your account statements or contact the Express Online Banking Dept. at 315-592-3159 or 315-592-3120 and we can provide you with additional information.
10. Why do some of my previous payments show a date of “Info not Available”?
Payments from our previous Bill Pay system, which were made six months ago or longer, may have a date of “Info not Available.” We are actively working to resolve this issue; however, this is a display issue only. Should you need any additional details regarding past payments, you may reference your account statements or contact the Express Online Banking Dept. at 315-592-3159 or 315-592-3120 and we can provide you with additional information.
11. Why are some payments sent electronically, while others are sent by check?
The method of payment is determined by the biller/payee. Some biller/payees may also set certain dollar limits to what payments are sent electronically and what payments are sent by check. This means that your payment could be sent electronically, and other times, a payment to that same biller/payee could be sent via check. This could also be because the system will monitor your normal payment behaviors and anything outside your normal payment behaviors may go out as a check to reduce the risk of payment errors or fraud on your account.
12. Why can I no longer access Bill Pay through Quicken?
Bill Pay within Quicken will no longer be available once we upgrade to the new Express Bill Pay system. We are still in the process of getting bill pay to connect to Quicken. A communication will be sent once this feature has been enabled.
13. Why do I have to accept updated terms and conditions prior to logging into to Express Online Banking?
Our terms and conditions have been updated to reflect all of the changes that are applicable with the new Bill Pay system. Prior to using our new Bill Pay, you must accept these updated terms and conditions.
14. Why can’t I see the memo line in my history for older payments?
If you added a memo line to payments sent from our previous system, that memo line will not carry over to the new system. However, the memo line will be available in your history for any new payments. Should you need to reference the memo line for any past check payments, you can view the memo line on the check image. If you need any assistance for ACH or Check Payments, let us know and we can help you to get this information.
15. How does Express Bill Pay make paying bills so easy?
Rather than writing checks to the same biller/payee each and every month, you establish a biller/payee list. Then, each month it’s just a matter of pointing and clicking on a biller/payee, entering a date and amount that you would like to pay. You have the option of scheduling payments or setting up recurring payments, as well as having the control to make your payments when you want to.
16. How are my bills paid?
Express Bill Pay may prepare and mail a check for you or the payment may be sent electronically. The amounts are taken directly from your Fulton Savings Bank
checking account. Simply enter the date you would like your payment to be received and Express Bill Pay will take care of getting it there on time.
17. What are the methods in which a bill payment may go out?
Payment methods may include, but may not be limited to, an electronic payment (ACH), an electronic check payment, or a laser draft payment. Funds remitted to the biller/payee are deducted from your payment account when the laser draft is presented to Fulton Savings Bank for payment.
18. What happens if I don’t have enough money in my account?
If you do not have enough money in your account on the “Deliver By” date, the payment will still be sent to the biller/payee and you could receive an insufficient funds charge (as disclosed in our schedule of fees.) We will try to collect payment a second time within 24-48 hours. If at that time you still do not have sufficient funds, a second insufficient funds charge may be assessed. At times, we may work with the biller/payee to try and reverse the payment. If the payment cannot be reversed, we will contact you directly to satisfy your outstanding balance. Your access to Express Bill Pay may also be restricted for payments resulting in insufficient funds.
19. How does the new Express Bill Pay system help to protect my account from fraudulent bill payments?
With our new and enhanced Express Bill Pay, every payment is evaluated to ensure that it is within your normal behavior as well as a within the normal behavior for that biller/payee. If we have any questions regarding any of your payments, the payment may be held for 48 hours while we try to contact you for verification. If we are unable to contact you, the payment may be cancelled.
20. How can I change the funding account I have set for a specific merchant?
To choose a different funding account for a specific biller/payee, simply select the new account from the “Pay From” drop down.
21. What if I need to change the funding account for my recurring payments?
Changing the default funding account for recurring payments is easy in our new Express Bill Pay. Simply select the “Accounts” tab and select the “Move Payments” link from the existing funding account. Select the new account from the “Move to this Account” drop down and click the “Move Payments” button.
22. Can I cancel a Scheduled Payment?
You may cancel or edit any Scheduled Payment (including recurring payments) by selecting the “Change” or “Cancel” links within the Pending Payments section of the Bill Pay system. There is no charge for canceling or editing a Scheduled Payment. Once the payment has begun processing, it cannot be cancelled or edited; therefore a stop payment request must be submitted.
23. Can I pay a person through the Express Bill Payment system?
Yes, check payments can be sent to an individual from within the Express Bill Payment system. To send a check payment to an individual, click the “Add a Company or Person” button from within the Payment Center and select the “Person Tab.” You must be able to supply enough information on that person, such as name and full address for them to be created as a biller/payee.
24. How can I add a new biller/payee?
Click the “Add a Company or Person” button from within the Payment Center and select the “Company Tab.” You can either search for the company in the “Search” bar, or you can select the company from the list of major biller/payees. When adding a major biller/payee, the biller/payee information has already been identified by the Bill Pay system; therefore, all you need to do is enter your account information for that major biller/payee. For smaller businesses or local businesses, the biller/payee information may not be readily available; therefore, you may need to enter more information about the business such as mailing address and phone number.
25. How can I organize my list of billers/payees?
To organize your list of biller/payees, select the “Organize my List” link from the Payment Center. This will allow you to group biller/payees together in a way that works for you.
26. What are Bill Pay eBills?
eBills through Bill Pay is the presentment of your electronic bills directly within the Bill Pay system.
27. How do I know if a company participates in eBills?
To see if a company participates in eBills, you can search for them at: http://www.ebillplace.com/cda/ebillplace/providers/providers.html
28. What information is required to enroll for an eBill?
Often, only the biller/payee name and account number are required, although some do require an additional field for validation, such as ZIP or phone number.