Personal Bill Pay Update – Frequently Asked Questions
This frequently asked questions and answers is to help you navigate through the updated personal bill pay application.
Q1: What is the updated Personal Bill Pay solution?
A: It is mobile optimized, with the same look and feel experience when accessing bill pay from either the browser and/or the mobile banking app. This is the next-generation Bill Pay solution that delivers a simple, intuitive, and engaging Bill Pay experience to serve you.
Q2: What are the benefits of the Personal Bill Pay update?
A: It is a seamless experience between the browser and/or the mobile banking app bill pay screens.
- Journey-driven design offers an experience: clean, clutter free and easy to use.
- Central focus on Pay Bills and Activity.
- Enables you to view bills and take appropriate actions from one solution, thought different devices.
Q3: Will my existing billers and scheduled payments be migrated to the updated Bill Pay?
A: Yes, your billers and scheduled payments are migrated.
Q4: Will my preselected Groups be migrated?
A: Yes, your groups will be migrated. You will be able to create new and edits your groups as well.
Q5: Will I be able to see previous payment History?
A: Yes, all existing Bill Pay activities, including payees, autopay plans and eBills, will be available.
You may select the Activity tab to search for payment history. Locate the Filter icon and make the preferred selections. You have access to view up to two year rolling history of bill pay activity.
Q6: How may I update my bank account nickname?
A: Please call the Concierge Desk at 888-322-2120 to request changes to the account nickname.
Q7: Will I have the ability to activate eBills?
A: Yes, you can activate eBills one at a time only through a simple, streamlined activation process.
Q8: Will I be able to select or assign a Category to a Biller?
A: Billers are assigned automatically to predefined categories when you add billers to the bill pay service.
Q9: Will the previously assigned Biller categories be migrated with the Biller?
A: Yes, Billers previously assigned to a category, including those assigned to custom categories created by the users, will be migrated to the updated Personal Bill Pay service. However, you will not be able to make new categories.
Q10: Will I have the option to download Bill Pay History?
A: Yes, you will have that option on the “Activity tab” with the bill pay screen.
Q11: Is the “Add a Note” field the same as “Add a Memo?”
A: No. The “Add a Memo” field is for capturing text to be included in the memo section of a physical check to be delivered to the biller. The “Add a Note” feature enables you to capture text for your own reference with-in the bill pay screen.
Q12: Can I set up a payment for the same day and/or overnight?
A: Personal Bill Pay offers same day and overnight payment processing for participating billers. The participating billers display same day and overnight payment options and processing fees with-in the payment schedule calendar.
Q13: Can I cancel payments, including electronic payments?
A: Yes, payments can be canceled and modified until they are processed.
Q14: Will I be able to view/accept terms of service via a mobile device?
A: You can view and accept legal disclosures on any channel or device.
Q15: What is Find My Bills?
A: Find My Bills automates the process of adding payees/billers for you with a few simple clicks. With your consent, an extensive biller search through our bill pay provider network and the credit bureaus is initiated. The search results are displayed, and you select which billers you prefer to add to your payee list. (Please note: the credit bureau search does not affect credit scores. No credit score is returned.)