Frequently Asked Questions

Easy Pay (Bill Payment Service)

When are the funds deducted from my account?
One to two business days after the scheduled payment has been sent.

Why aren't more of my payments sent electronically?
Not all merchants, even large companies, want to accept electronic payments that are not part of their payment processing operations. In many cases, this is done as a way to discourage customers from using outside payment processors in hopes of driving higher use of their automatic payment programs - due to lower costs for them.

When can I make changes or cancel a "pending payment" or "recurring payment"?
A payment may be edited or deleted anytime before the payment is processed. For stop payment requests initiated after processing, you must contact Truliant’s Bill Pay support at your local Truliant number. Payments remitted electronically and checks that have cleared cannot be stopped.

What frequency of recurring payments is allowed?
You may schedule weekly, bi-weekly, monthly, semi-monthly, quarterly, semi-annually and annually.

How do I check the status of a payment?
Bill Payment tells you the status of your payment on the Payments Overview page. If your payment has been processed, you can contact your payee to determine if the payment has been deposited. (Note: efforts are underway to provide this status electronically as part of your "View Payment" history). Once a payment clears that has been sent as a paper check, you may view the date the check cleared in your reports area.

How far back can I view historical payments?
The Bill Payment processor maintains historical payment details for 12 months.

How quickly is Bill Payment updated when a new payee is added or when a payment account number is changed?
When you update payee information, the new information is available immediately.

Are annual summaries including amounts paid by category or payee provided?
Yes, there are special reports you can create and download as well as an Annual CD that can be purchased within the Bill Pay service.

Are Bill Payment transactions reflected as Internet banking transactions?
All Bill Payment transactions become part of the Internet banking transaction history. The transaction is reflected as an ACH debit on the account statement, including payee name, post date and amount paid, which helps avoid confusion associated with unused check numbers.

What happens if sufficient funds (Non-sufficient funds or NSF) are not available in the account used for bill payment?
If a non-sufficient funds condition exists, the debit will be returned via banking channels. The ACH return will prompt the system to block your bill payment account, preventing you from making more bill payments until the NSF condition is resolved. Any future dated recurring payments scheduled for release during the time the account is blocked will not be sent.

Can I use Bill Payment internationally?
Bill payment provides you with peace-of-mind when you are traveling for an extended period of time. If you have Internet access with a secure browser, you may pay your bills while out of the country. Payments may only be made to payees within the fifty United States and territories.

When and how are funds debited from my checking account?
On the process date, the Bill Payment processor generates an ACH debit (in the amount of the bill payment) to your checking account. Your checking account will be debited within two business days.

When may bill payments be scheduled for processing?
The Bill Payment service processes payments on all days excluding Sundays and Federal Reserve Board recognized holidays. In cases where a payment gets scheduled on a Sunday (this can potentially happen on a recurring payment), the payment is processed on the day before (Saturday). If you happen to be setting up the payment on this particular Saturday, the bill payment will be processed on the next banking business day. Also, please note that weekly recurring payments may not be scheduled on Saturdays.

What are the Bill Payment processor's non-processing dates for 2006? When scheduling payments, you can access the calendar located on the payee that allows you to view non-processing dates. The non-processing dates will appear on the calendar as grayed-out.

Are payments made electronically or by check?
Payments are made either by paper check or electronically by ACH credit. The method employed on any single payment depends on whether the Bill Payment processor has established an electronic payment relationship with the payee and they are found on the electronic payee database. The method of payment is displayed as E-Pay on the payment conformation screen immediately following a scheduled payment. Payment types may also be viewed in the reports area after a payment has been processed.

Who can be paid using the Bill Payment service?
Anyone in the fifty United States and territories who can accept a check, with the exception of tax payments (such as federal, state and local), court-directed payments (such as alimony and child support) and any other government related payments.

What firm provides Bill Payment processing services?
Bill Payment processing is provided by Metavante. For more information on Metavante, please go to http://www.midata.com/

What is the lead-time for processing payments?
The payee will be in receipt of payment within three (3) banking business days for an electronic payment and within five (5) banking business days for a payment by paper check.

How are multiple bill payments within a single day debited?
Each bill payment is debited separately.

Does the Bill Payment service have payment amount limits?
The Bill Payment processor has a payment cap of $ 9,999.00, regardless of how the payment is disbursed. The Bill Payment user interface limits the entry of payment amounts greater than this amount.

If I select an erroneous electronic payee and this causes a posting delay and late charge, what is the process and who bears the burden of the late charge?
If you select an electronic payee address that matches your payment coupon exactly and the Bill Payment processor routes the payment to a different payment center, the Bill Payment processor is responsible for the late charge and will reimburse any payee-imposed late fees, up to $50.00. If you select an electronic payee with an address that is different from that indicated on the payment coupon, you are responsible for the late charge. You always have the option to manually set up a payee with the (correct) address found on the payment coupon.

How do I place a stop payment on a bill payment?
A payment may be edited or deleted anytime before the payment is processed. For stop payment requests initiated after processing, you must contact Truliant's Bill Payment Support. Payments remitted electronically or payments processed by a check that have cleared cannot be stopped.

Who handles customer support for Bill Payment?
Truliant provides customer support for payment processing questions. You may contact us during our business hours.

 How do I contact Bill Payment support?
Customer support is available at 800-822-0382 or your local Truliant number.

What are the Bill Payment service's support hours?
Customer support hours includes telephone coverage (800-822-0382) for the following periods:

Member Service hours are:
Weekdays 7:30 am - 5:30 pm EST and Sat 9 am - Noon EST.

I have two accounts. Can I use Easy Pay on two accounts?
No, Easy Pay will withdraw all funds from your primary account if you setup Easy Pay on two accounts. Additional funding accounts may be added into one Bill Pay account. The primary member on the Bill Pay account must be primary on the additional funding account in order to add the funding account.

How can I receive Free Easy Pay?
If you setup Direct Deposit of your net pay and enroll for eStatments, you will be eligible for our Free Easy Pay service. If your company does not offer Direct Deposit, you can receive Free Easy Pay by adding the Select Money Market to your account.