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Cancelling Payments
If I schedule a tax or court payment through ePay, will it be stopped or cancelled by Credit
Union of Southern
California or CheckFree?
How do I cancel a payment?
Can I stop a payment?
What time frame do I have to cancel a pending
payment?
How soon does a canceled payment take effect
once I request it?
Is there a charge for a stop payment?
Late Payments/Disputes
How do I get my money back if the merchandise
that I paid for with my bill payment service is defective?
What do I do if I receive a late fee for a bill
payment that was scheduled on time?
A payment that I scheduled was NSF when it was
time to clear. The payee still has the funds, but my checking account
doesn’t show the debit. What now?
Will the credit check described in the Terms
and Conditions show as an inquiry on my credit report?
What protection do I have against late or
fraudulent payments?
Q: I changed the name of my
Checking account,
but it didn’t change on my ePay account. Why not?
A:
The names of
the checking accounts don’t automatically update after the initial
enrollment, but if you contact us, we can make that change
for you.
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Q: How do I add someone to my ePay account so
they can pay bills or call the toll-free number for
assistance?
A: Joint account
holders who have access to the account through CU OnLine can pay bills
with ePay. If you would like to add another person to your ePay
account, keep in mind that they’ll able to access all of your credit
union accounts via CU OnLine using your confidential CU OnLine
password.
Please understand that allowing a person to be listed on ePay gives that
person the exact same authority that you have and in order for that
person to long onto ePay, they must log onto CU OnLine. A person that
logs onto CU OnLine has unlimited access to all your accounts.
If after this
careful consideration you feel it’s necessary to add someone to you ePay
account, we’ll validate your identity and comply with your request.
We’ll add the names and Social Security Numbers of the people you want
to appear on ePay and be able to fully act on your behalf. Our
service provider may also add the names and Social Security Numbers,
24/7, at 888.918.7565.
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Q:
How do I see payment activity extending past the previous six months?
A: Call customer
service at 888.918.7565 or send us a message asking for the desired
information.
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Q: How do I change my address and telephone
number?
A:
Contact CU
SoCal toll-free, 866 CU SoCal, 866.287.6225, or visit a branch to speak
with a Member Service Officer during normal business hours. Your
records will be updated the next time you sign on to ePay.
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Q: Do I get a summary of which bills are ePay
bills on my statement?
A:
When a bill has been paid with ePay, it will appear on your statement as
a withdrawal to the company receiving payment, followed by, TYPE: ONLINE
PMT ID 9500000000, Entry class code: WEB.
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Q: Is there a Help menu located in ePay?
A:
Yes. Once you sign on to ePay, you can click
Help in the upper
right corner. From there, you can find answers to a number of
questions in the FAQ section, or by searching the Contents.
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Q:
How do I change the maximum amount I
selected for an Auto-Pay payment?
A:
Go to “Manage My
Bills." Select the bill with the Auto-Pay
payment that you need to edit, and select
“Update automatic
payment”
after making your necessary changes.
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Q:
How do I edit or delete a payee or bill?
A:
You can make edits and deletions by clicking
“Manage
My Bills.” Select the biller you would like
to edit or delete, and select the appropriate option located under the
drop-down box with all of your bills.
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Q:
Can I choose how the payment is sent (ACH or
draft)?
A: No. ePay
automatially decides the appropriate form of payment because some payees, such as individuals,
may be unable to receive ACH payments. In these cases, a paper check will be printed and
mailed.
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Q:
Can I make a permanent change to billing information, or do I need to
delete the information and start over?
A:
If the account number or biller’s address is incorrect, you’ll need to
delete the biller’s information and create a new bill. Click
“Manage
My Bills,” select the biller you would like
to delete, and “Delete
Biller Information” under the drop-down
box.
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Q:
Why do some payees require my user name and
password to request eBills, while others not?
A: The payee
chooses whether or not to require additional security information when
you request eBills.
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Q:
Why was my eBill paid late with ePay?
A: eBills are
controlled and sent by the payee. All payments through ePay are
scheduled for a minimum of four business days in the future. If the
eBill arrives less than four days before its due date, ePay will
schedule the payment for the earliest possible date, which may be after
payment is due. If the payment is late because of a late eBill, and
you’re charged a fee or finance charge, please contact the payee.
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Q: What happens if the amount due for an eBill
exceeds the maximum amount I have selected to automatically pay?
A: ePay won’t
make any payment if your bill exceeds the amount of your automatic
payment. You’ll receive a message letting you know that the eBill’s
minimum amount due exceeds the maximum amount automatically paid.
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Q;
How do I stop receiving paper bills?
A: When you
choose to stop receiving paper bills from a payee we take care of
sending the request to the payee for you. It can take up to two months
before you stop receiving paper versions of your bill.
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Q: If I have a question about a specific
payment that has already been processed, what do I do?
A: If you have a
question about a processed payment:
-
Click the “View
History” link located at the bottom of
the Recent Payments
section.
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Find the
payment.
-
Click “View
Bill.”
-
Click “payment
inquiry.”
-
Complete
as much of the requested information as possible.
-
Include additional comments or information
that may help explain the concern or question in the
Additional Comments
box.
-
Click “Send.”
-
A reply
will be sent within three to four business days.
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Q:
If the ePay check is never cashed, when
will I receive the money back that was taken out of my account via ACH?
A:
ePay checks,
also known as CheckFree Corporate checks, expire after 90 days. If the
check hasn’t been paid by then, your account will be reimbursed.
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Q:
Won’t a payment be made faster by ACH
(electronically) than by mail?
A: Regardless of
how the payment is sent, all payments are processed to reach the payee
by the scheduled payment date. Checks are mailed three days prior to
the scheduled date from a location near the payee’s address. ACH
payments are transmitted the day before the scheduled payment date.
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Q:
What do I do if my payment hasn’t been received by the payee?
A:
Payee’s may not always credit your account immediately after receiving
payments. However, if the payment isn’t credited in a reasonable amount
of time, you should take the following steps:
1.
Wait
five days after the scheduled payment date to see if the payee applies
the payment.
2.
Call
the payee’s customer service number to confirm the non-receipt of
payment and
gather the following
information:
>
Name of the person who confirmed non-receipt.
>
Phone number you called.
>
Date you called.
>
Amount of any late fees or finance charges assessed.
3.
If
you’ve been charged a late fee or have incurred finance charges, ask the
payee if
they’ll waive them.
4.
Access ePay and locate the payment in
Payment Activity. Click
“View”
to access
the
Payment Detail
page. Click “Inquire about this payment,”
and then send us a message
with the information you
gathered when you placed the call to the payee’s customer
service center.
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Q:
What do I do if a payment failed?
A:
A failed
payment is one that is returned to us by the payee. Please take the
following steps:
-
Go to “Payment
Activity” and find the failed payment.
-
Click “Inquire
to open” and tell about the problem
with the payment.
-
Complete
all of the boxes.
-
Click “Send.”
Your message has been sent.
-
Click “Close.”
-
Check
your messages in three to four business days for a reply.
-
If you’re
concerned about meeting the payment’s actual due date, send the
payment by paper check while waiting for a response to your inquiry.
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Q:
How do I check on the status of my payment?
A:
To check the status of a payment, click
“Payment
Activity.” The following are the possible
status descriptions:
Scheduled
– the
payment is scheduled to be made and may be changed or cancelled.
In Process
– the payment is being processed and cannot be changed or canceled.
Canceled
– you canceled the payment.
Failed
– the payment was returned to us.
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Q:
How do I change a payment?
A:
If the status of your payment still has the cancel
option next to it in the Pending Payments
window, the payment can be changed by
cancelling and starting over.
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Q:
Do I receive a confirmation that my
payments have been made?
A:
You can request confirmation through email when a payment has been
made. To set up email notification, click
“Manage My
Bills,” select the bill that you’d like
confirmation for, click “Set up
reminders for this bill,” and then locate
the check box next to “Email me when
the payment has been sent.” You’ll now
receive email confirmation of all payments to this biller.
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Q:
When does a payee credit my account?
A:
Payees may
not always credit your account the same day the payment was received.
Allow extra time if you know a payee handles your payments in this
manner to avoid your payment being considered late. You may also
contact the payee if the payment hasn’t credited your account on the
date it was received.
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Q:
Why aren’t the funds used to schedule a payment placed on hold so I know
what my available balance is?
A: Payments made
through ePay clear just like a payment you would make with traditional
checks. ePay doesn’t verify funds prior to sending your payment. When
you schedule payments, you should enter them in your checking account
register or money management programs (Quicken or Microsoft Money) in
the same way you would deduct checks you’ve written.
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Q:
How many days in advance are payments sent? Can I send a payment
today?
A:
This will vary depending on how the payment is accepted by the biller,
and the time of day the payment is set up. When you’re setting up a payment, clicking on the calendar icon to the
right of the date box will show unavailable dates as gray.
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Q:
If I schedule a tax or court payment
through ePay, will it be stopped or cancelled by Credit Union of
Southern California or CheckFree?
A: No. These
payments are, however, scheduled at your own risk. CU SoCal strongly
discourages these types of payments through ePay. CheckFree, the
company administering our online bill pay service, won’t be liable for
any claims/damages that result from these payments, and the late payment
guarantee is voided. CheckFree has no obligation to research or resolve
any claim resulting from these payments. Research and resolution for
any missing payments are your sole responsibility.
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Q:
How do I cancel a payment?
A:
If a payment hasn’t been processed, it will appear
in the Pending Payments
window with a cancel
option to the right. Simply click “cancel”
and your payment won’t be processed.
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Q:
Can I stop a payment?
A:
If the
payment hasn’t been processed, you can stop the payment. If the payment has
already been processed by the service, call
888.918.7565 to request a stop payment. The ability to process a stop
payment request will depend on the payment method and whether or not a
check has cleared.
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Q:
What time frame do I have to cancel a pending payment?
A:
As long as the payment is in the pending box, you’re able to cancel it
by clicking “cancel.”
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Q:
How soon does a canceled payment
take effect once I request it?
A:
The payment is canceled at the time you request it.
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Q:
Is there a charge for a stop payment?
A: If the
payment is successfully stopped, a fee will not be charged.
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Q:
How do I get my money back if the merchandise that I paid for with my
bill payment service is defective?
A:
Disputes that
arise between you and the payee aren’t the responsibility of this
service and no guarantee is made regarding the quality, safety, or
legality of any merchandise or service received or not received.
Traditional methods for solving billing or purchase disputes should be
utilized as if you wrote a check or paid cash.
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Q:
What if I do receive a late fee for a bill
payment that was scheduled on time?
A:
The following
steps should be taken:
1.
Call the
payee’s customer service number to confirm the non-receipt of payment
and
gather the following information:
> Name of the person who confirmed
non-receipt.
> Phone number you called.
> Date you called.
> Amount of any late fees or finance charges assessed.
2.
If you’ve
been charged a late fee or have incurred finance charges, ask the payee
if
they’ll waive them.
3.
Access ePay and locate the payment in
Payment Activity.
Click “View”
to access the
Payment Detail
page. Click “Inquire about this payment,”
and then send us a
message
with the information you gathered when you placed the call to the
payee’s
customer service center.
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Q:
A payment that I scheduled was NSF when it
was time to clear. The payee still has the funds, but my checking
account doesn’t show the debit. What now?
A: Our service
provider pre-funded the payment to your payee. You’ll be contacted by
our service provider to repay them.
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Q;
Will the credit check described in the
Terms and Conditions show as an inquiry on my credit report?
A:
No. The check
is a soft check and won’t show as an inquiry on your credit history or
affect your credit score.
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Q:
What protection do I have against late or
fraudulent payments?
A:
Our service
provider guarantees protection in case of unauthorized transactions or
processing delays:
Suspect
fraud? Just call 888.918.7565 within two business days of the
suspected
unauthorized transaction and the liability is no more than $50.
Late
payment? Any late payment charges (up to $50) will be reimbursed if
a payment arrives late provided it was scheduled in accordance with
the terms and conditions.
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