Bill Pay FAQ

What is Bill Payer?
Bill Payer is the most convenient service to be introduced since ATM's. As a subscriber, you can pay virtually any bill through our website 24 hours a day, 7 days a week.

How do I get started?
You will complete a Bill Payer enrollment form by clicking on the "Sign Up" link on the Bill Payer page or by choosing the Online Banking/Bill Payer application from the website applications menu. We will notify you by e-mail that we have received your request and give you instructions on how to begin (generally a minimum of 3 business days). You may then begin to use the service.

Is there anyone I cannot pay through Bill Payer?
No payments can be made/processed outside of the United States. There may also be limitations on payments to security companies for stock purchases or trade.

Should the processing date be the actual due date of the bill?
No. You should schedule payments a minimum of five (5) business days for your check payments and a minimum of three (3) business days for your electronic payments prior to the actual date. Weekends and federal reserve holidays are not counted as business days.

How far in advance can I schedule a payment?
You can schedule a single payment for up to 60 days in advance.

How soon are funds actually taken out of my account?
Bill payments are debited from your designated CNCCU Checking account within 24 hours of the process date.

What happens if I do not have enough money in my account to cover a scheduled transfer or payment?
If funds are not available on the requested processing date, your transfer or bill payment may be cancelled. If cancelled, you will be required to reschedule the payment; the Bill Payer system will only process the payment one time. If a recurring payment is cancelled, future payments on the recurring schedule will not be affected; however, you will need to reschedule the cancelled payment if you want it to be paid.

What is the difference between a variable/single bill payment and a recurring payment?
A variable/single bill payment is a one time payment such as your telephone bill where the amount fluctuates each time. Or perhaps it is a payment you do not make regularly such as a florist you use only occasionally.

A recurring payment is one made regularly for the same dollar amount, on the same day each month such as your car or mortgage payment. You need only to set up a recurring payment once in the system and make changes only if the payment date or amount change.

When and how are my payments delivered and how can I ensure that my payee receives my payment by the due date?
After funds are withdrawn from your account, we may remit your payment(s) by electronic funds transfer, or if the payee does not accept electronic payments, by mailing your payee a check. Because of the time it takes to remit your payment to the payee, they will not receive payment on the processing date (the date you instructed us to deduct the funds from your account). Therefore, you should allow sufficient time for payments to be received and posted to your account. You may verify receipt of the payment by your payee by contacting them directly or checking your next billing statement for verification of posting the payment.

Why does it take up to five business days for payments?
Although a number of your payees accept payments electronically, many do not. For those that do not accept electronic payments, we must send a check to that payee through the U.S. mail. Once the check is received by the payee, it may also take a day or so for that payee to process the check and post it to your account. Even for electronic payments, it may take two or three days for your account to be posted.

When is the last possible opportunity for me to change or cancel a scheduled bill payment?
You can change or stop a payment prior to the cut-off time on the processing date you originally scheduled. (You will not be able to change the date on a recurring payment; however you can stop and reschedule the payment.) The cut-off time is 3:00 P.M. CST.

Who do I contact if my transfer or payment has not been posted?
Before any research can be done on a payment that has not posted, please allow a minimum of (10) business days for a check payment and a minimum of (5) business days for an electronic payment and transfer to reach your payee. Often it does not take this long, but this is the amount of time we allow the merchant to receive and post our payments. If the transaction has not been posted by that time, simply contact us by calling Subscribers Services at (877) 327-5323 (this number can also be found at the bottom of every page on the Bill Payer website). You may also chat with a Subscriber Services representative by clicking on the Chat button on the Bill Payer website or send us an email at subscriberservices@billpaysite.com. We will follow up on the transfer or payment and get back to you within 24 to 48 business hours.

What should I do if a payee has not posted my payment?
Be sure to allow a minimum of (10) business days for a check payment and a minimum of (5) business days for an electronic payment and transfer to reach your payee. Often it does not take this long, but this is the amount of time we allow the merchant to receive and post our payments. If the transaction has not been posted by that time, simply contact us by calling Subscribers Services at (877) 327-5323 (this number can also be found at the bottom of every page on the Bill Payer website). You may also chat with a Subscriber Services representative by clicking on the Chat button on the bill pay website or send us an email at subscriberservices@billpaysite.com. We will follow up on the transfer or payment and get back to you within 24 to 48 business hours.

How do I add more payees?
You can add payees online! Simply log in to your Bill Payer account and click Payments/Manage Payees/Add New Payee. Follow the directions and within 24 hours your request will be processed. In most cases your new payee will be made available immediately. If you have additional questions, please call Subscriber Services at (877) 327-5323, Monday through Friday, 6:30 am to 10:00 pm, or click on the Chat button to link with Subscriber Services online.

What do I do with the payment coupon book for stub?
These are no longer necessary items. You are welcome to just file them away if you deem appropriate.

Why are some of my payees highlighted in Yellow?
Payees that are in pending status (either added Email Payees or Transfers that are awaiting you to complete the confirmation process or added bills that are awaiting the approval process) will be highlighted in yellow. For added Email Payees or new Transfers, check your email for a confirmation request that contains instructions on how to complete the confirmation process. For added bill payees, it takes up to three (3) business days for an added payee to be approved.

What is a Challenge Phrase and Response and why is it required for certain transactions?
The challenge phrase and response is a question and answer that you established on your Bill Payer account. This question and answer should be one that only you know. Therefore, it provides an additional level of security with your bill pay account.

How can I prove payments and transfers were made?
Each time you enter a payment you are given a transaction number so you can be sure we received your request. In addition, payments will appear on your monthly statement. Or, you may call the Electronic Bill Payer system to hear a listing of your most recent transactions.

Is there a monthly fee for the Bill Payer service?
No, the service is free of charge, there are no monthly or annual fees for the Bill Payer service. Fees apply only to transactions that would normally incur a fee as stated in our current Service Fees Schedule and under "Other Fees" as listed in the Bill Payer Terms and Conditions Agreement. In order to use the service you must have a CNCCU Checking account.

How can I cancel my Bill Payer service?
To make sure no payments are missed or duplicated while you're taking over bill payment yourself, you will first need to delete any pending scheduled payments. Then dial the Electronic Bill Payer line, press "0" for subscriber services and we'll be happy to take your request.

What if I have a question and want to talk to a real person?
At any time while using the Electronic Bill Payer service, you can reach a Como Northtown Subscriber Service representative by calling toll free (877) 327-5323, Monday through Friday, 6:30 am to 10:00 pm. If calling outside of these hours, simply leave us a message and we'll call you back on the next business day.

How can I be sure no one else can access my bill paying service?
You will access the system through your HFS Online Banking account by entering the Subscriber ID (Your 6 digit account number) and PIN/Password chosen by you. Only individuals with this information can access your account. Be certain not to release this information to anyone you do not want to fully authorize as a user on your account.