BILL PAYMENT FREQUENTLY ASKED QUESTIONS

When and how are the payments processed?
Payments are processed twice a day at 2:00 AM CST and 12:00 Noon. Payments received after 12:00 Noon CST will be processed the next business day.

What happens if I have a scheduled payment that falls over a weekend or holiday?
If a SCHEDULED payment falls on a holiday or weekend, it will be paid on the Friday BEFORE the weekend, or the last business day BEFORE the holiday.

Can I use Online Bill Payment if I live outside the U.S.?
Yes, as long as you have a bank account in the United States. However, you cannot pay bills to payees located outside the United States.

Can I get a copy of a cancelled check?
Yes. Bill Payment checks are processed the same way as checks you have issued. You may view and print a copy of the check through your Online Banking history or contact the bank for this information.

How long is history retained in the View Payment History section?
Payment history for active and deleted payees is retained and viewable indefinitely until further notice.

What happens if I lose or forget my ID or PIN?
There is not a separate ID and PIN for Bill Payment. If you lose/forget your Online Banking ID or Pin, you may call Customer Service and with proper verification, your ID and/or a temporary PIN will be given to you.

How far in advance should I set up a payment to ensure it is paid on time?
For an ELECTRONIC PAYMENT, allow 3 to 4 business days from when the payment is submitted. For a CHECK, the check will be in the mail on the same day the payment is submitted, if it is entered before 12:00 Noon CST. (This is the same as if you wrote a check out of your checkbook, and put it in the mail on the same day). Allow 5 to 7 business days for a check payment. Please note that we have no control over the U.S. Postal Service.

Are there minimum and maximum payment amounts?
Electronic payments are validated against the available account balance prior to processing, and check payments settle against your account like any other check. Therefore, there is no dollar limitation on payments made through Bill Payment. You are limited only by the amount of funds in your account.

Can I have multiple payments to the same payee on the same day?
Yes, multiple payments for the same amounts going to the same vendor on the same day are not monitored.

Can I stop a payment?
Yes. After the check is printed and mailed, payment history will show the check number for that payment. The stop payment would be added in the same manner as for a regular check written out of your checkbook. ELECTRONIC payments cannot be stopped.

Whom can I pay through Online Bill Payment?
You can pay ANYONE in the United States from the next-door neighbor, to the utility company, to the bank, and even a child in college across the country.

What do the status fields indicate on the Payment History Page?
Processed - The payment has been processed and sent.
Rejected NSF-The payment that you have tried sending has rejected due to Non-sufficient funds.
Communication Failure-There was an error due to communication problems.
Vendor Refund - Payment rejected.

How many payees may I have set up?
There is no limit to the amount of payees you can set up.

Can I edit Payee addresses?
No. Once an address is entered it stays with that payee. If you need to change an address it will be necessary to recreate the payee using the new address.

How do I know if a payee is electronic or check?
There are two types of payments – CHECK and ELECTRONIC. When you set up the payee, it will default to electronic if the payee is in the database. If the payee is not in the database a check will be issued and mailed from Oklahoma the same day they are processed by our third party service provider. The signature line on the check will print ‘As Authorized by Accountholder’. Electronic payments are sent the same day they are processed.

What payment frequencies are available?
You can set up payments in any of the following frequencies:
Weekly
Bi-weekly
Monthly
Semi-monthly
Quarterly
Annually
Semi-annually

When can you edit the dollar amount on a scheduled recurring payment?
You may edit the dollar amount the next business day after the scheduled payment date.

Can I postdate recurring payments?
Currently, a recurring scheduled payment can be set up in advance to any date in the future. For example: If a monthly recurring payment is set up to be paid on the 15th and the current date is November 12th, a payment will be scheduled for the month of November and set up to occur the 15th of every month until the end date is reached. However, if the payment is set up to be paid on the 15th and the current date is November 16th, the first payment will occur on December 15th.

Can I postdate a single payment?
Yes. Just set the payment date for a valid future date. It can be up to 5 years in the future.

Will the memo field I fill out when setting up a payment be passed on to the payee?
Yes, your memo will appear on paper check bill payments. The memo field is 40 characters long. Any amount over 40 characters will be cut off. Memo field information will not appear on electronic payments.

Are there any merchants that I cannot pay through the Bill Payment service?
No. Any merchant that is on the database can go electronically. If a merchant is not on the list you may send the payment as a check. Make sure that you enter your merchant account number exactly the way it appears on your bill. If you choose a merchant on the electronic database that requires an address match, choose the correct remittance address listed on your bill.

When will the money be taken out of my account?
For an ELECTRONIC PAYMENT, funds are debited the same day that the payment is sent, providing it is sent by 12:00 Noon CST. Electronic payments submitted after 12:00 Noon CST are debited the next day during bill payment processing. CHECK payment funds are debited from the account when the check clears your account at the bank.

What if I do not have enough money in my account?
CHECK payments are handled in the same manner as a check written out of your checkbook against an insufficient balance.

ELECTRONIC payments are verified for funds availability during processing. If the funds are available, the account that you selected for the payment will be debited and the information sent for processing. If the funds are not available, the payment will not be processed and you will receive a message to inform you that the payment could not be sent due to insufficient funds. Each day the payment will be resubmitted for you until either you delete the payment or the funds are in the account to make the payment.

How late in the day can I enter, edit, or delete a payment?
You may add, edit, or delete a payment up to 2:00 AM CST on the day the payment is scheduled to be sent. If a same day payment is submitted between 2:00 AM CST and Noon CST it may be edited up until Noon CST.

Add New Payee
The payment default is electronic if the payee is in the database. If the payee is not listed in the database you must send a check. If the payee type defaults to electronic enter the account number and phone number. If the payee type defaults to check enter the account number, address, city, state, and phone number as it appears on your bill.

Service Charges
Contact customer support at the bank to determine if there are charges for bill payment.

Delete Payee
By going to the View Payee List you may click on the red X next to the payee you wish to delete. Please note: If you have any payments tied to the payee and you try to delete them you may get a red message that says:

Unable to delete payee: Verizon
An outstanding payment(s) exists.
Please select Delete Payee if you wish to delete this payee and all payments tied to it
You can still delete the payee by scrolling to the bottom of the screen and clicking on delete payee.

Delete Payment
You may delete a payment scheduled for the current day or any days forward provided it is done by 2:00 AM CST on the scheduled payment date. If it is after 2:00 AM CST and your payment was sent electronically, it is too late to stop it. If your payment went out as a check, a stop payment can be placed on that check through your customer support department at the bank (stop payment fee apply). Once the payment is printed and mailed, the payment history will show the check number for that payment.

Edit Payee
Once a payee is set up you may edit only the "Payee Alias" field and the "Account Number" field. If you need to change the address on a payee it will be necessary to either delete the payee and re-enter the information correctly as a new payee or keep the existing payee information and add the same payee back in with the new information.

Electronic Payee Search
By clicking on ‘Payee’ from the bill payment menu, enter the ‘Payee’ you want to add. The payment default is electronic if the payee is in the database. If the payee is not listed in the electronic database you must send a check.

Set Up One-Time Payment
Setting up a one-time payment is just like setting up any other payment. Once the information is entered and you select one time payment, put in a payment date, and click on submit a green successful message will appear at the top of the screen and you will be brought out to the "View Payees" screen.

Pay Bills
This option on the drop down menu will be selected when you want to actually pay the payee's that you have set up. You can set up as many payees as you want and schedule as many payments as you want up to the year 2027. When paying bills you will be given the option of which account you want to pay the bill from, amount field, a memo line, and an alert when bill is paid option. This is also the area where you will decide on a frequency rate, payment date, payment description and variable payment option.

Payment History
Payment history for active and deleted payees is retained and viewable indefinitely. When searching for payments associated with a deleted payee in the payment history area, it will be necessary to do a range of dates for the payment vs. being able to search by payee name.

Quick Edit
The Quick Edit feature is used when you would like to edit the memo, amount field, or account to pay from. If you have selected payments that are variable, this quick edit feature makes it easy to go in on a multiple scale to update the amounts.

Set Up Recurring Payment
When setting up a recurring payment you will be given a few more choices than if you were setting up a one time payment. You will be able to save your memo for future payments. You will need to decide on a frequency rate, start/stop date, and whether it will be a variable payment or not. If you choose to always send your payment on the last day of every month you will want to select the box next to the start date that says "Force payment on last day of month". If you do not choose this box, the months that do not have 31 days will be skipped and no payment will be sent. If you choose the variable payment option, it will be necessary each month to go back into this payee and enter a payment amount. If you do not enter an amount nothing will be sent.

View Payee List
This is a list of all the payees that are established for this Online Banking ID. They will be listed in alphabetical order by Payee Alias or Payee if no Alias is used.

View Payment History
You can view your payment history indefinitely. You may search by payee name, date range or amount range. Keep in mind that if you have deleted a payee the only way to search for that payment would be with the range or amount fields.

View Scheduled Payments
You can view all scheduled payments that you have set up, recurring or one time. This is also the page where you can quick edit the amount if using a variable payment option.

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