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| Q |
How far back can I view my balance information? |
| A |
You can view your previous 12 statements as well as your current statement.
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| Q |
When will my transfers show in my account? |
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All same day transfers made Monday through Friday before 5:00 p.m. will show in your account immediately. Transfers will not be available in ATM balances until the following business day. All one-time transfers made on a weekend, bank holiday, entered or requested after 5:00 p.m. will be processed one (1) business day later. All scheduled transfers where the date falls on a weekend or bank holiday will be processed the previous business day. |
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| Q |
What happens if I forget my password? |
| A |
You are allowed 3 Password attempts before being locked out of the system for 24 hours. If your account becomes locked, you will need to contact the Answer Center at (484) 881-4440 or toll free 1-877-362-0100 to have your account reset. |
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| Q |
What should I do if I think someone has my access codes? |
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Immediately change your current Password under "Options" on the NetTeller menu. Contact the Cash Management Department during business hours at 484-881-4290 or contact the Answer Center at (484) 881-4440 or toll free 1-877-362-0100
Monday through Thursday 8AM to 6PM, Friday 8AM to 7:30PM and Saturday 8:30AM to 2PM. |
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| Q |
What kind of browser do I need to have? |
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NetTeller requires a browser that supports 128 bit encryption with SSL protocol. |
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| Q |
Who can I pay through BillPay? |
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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 country. |
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| Q |
When will the money be taken out of my account? |
| A |
For an ELECTRONIC PAYMENT, funds are debited the same day that the payment is sent, if the payment is sent before 1:00 P.M. Electronic payments submitted after 1:00 P.M. are debited the next day during bill pay processing. CHECK payment funds are debited from the account when the check clears the account. |
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| Q |
What if I do not have enough money in my account? |
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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 customer’s account is debited for the payment, and the payment is sent. If the funds are not available with the 3:00 A.M. processing, we will try again at the 1:00 P.M. processing. The customer will receive a message after processing informing him that the payment could not be processed due to insufficient funds.
The payment will continue to be attempted until the account has sufficient funds or the customer deletes the payment. |
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| Q |
How late in the day can I enter, edit, or delete a payment? |
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You can add, edit, or delete a payment up to 3:00 A.M. for the 1st processing, and up to 1:00 P.M. for the 2nd processing, on the day the payment is sent. |
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| Q |
What happens if I have a scheduled payment that falls over a weekend or holiday? |
| A |
Bills do not get paid on holidays or weekends. If a SCHEDULED bill payment falls on a holiday or weekend, it will be paid on the Friday BEFORE the weekend, or the last working day BEFORE the holiday. |
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| Q |
Are there any merchants that I cannot pay through BillPay? |
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Customers cannot send an electronic payment to a payee that is not in the electronic database. Payees are not verified for check payments. |
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| Q |
How long is the history retained in the VIEW PAYMENT HISTORY section? |
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Payment history for active and deleted payees is retained and viewable indefinitely. |
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| Q |
How far in advance should I set up a payment to ensure it is paid on time? |
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Electronic Payments- Please allow 3-4 business days from when the payment was submitted.
Check Payments- If the payment is entered before 1:00PM, the check is guaranteed to be in the mail the same day. Please allow 7-10 business days from when the payment was submitted.
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| Q |
Are there any minimum and maximum payment amounts? |
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Electronic payments are validated against the account balance prior to processing, and check payments settle against the customer’s account like any other check, therefore, there is no dollar limitation on payments made through BillPay. The customer is limited only by the amount of funds in his account. |
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| Q |
How far in advance can I schedule payments? |
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Currently, a recurring scheduled payment can be set up in advance to any date in the future. A one time payment can be set up to be sent 5 years in the future. |
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| Q |
Can I stop a payment? |
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Yes, if the payment processed was a CHECK. After the check is printed and mailed, the 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 the customer’s checkbook. |
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| Q |
What does the "status" field indicate on the PAYMENT HISTORY PAGE? |
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Payment Pending
The payment has been processed, but not yet sent.
Payment Processed
The payment has been processed and sent.
Hold
The payment has a research request on it and has not been processed.
Stopped
You have requested the payment to be stopped. It can not be processed again.
Failed
The payment did not process at its scheduled time. DO NOT submit another payment. This payment will attempt to process until funds are available.
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| Q |
How many payees may I have set up? |
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There is no limit to the amount of payees you can set up through the Internet. |
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| Q |
How do I know if a merchant is electronic or check? |
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When you set up the payee in the system, the first step is to check the Electronic database for the payee. If the payee is found, then the payment will go ELECTRONICALLY. If the payee is not found, the payment will go as a CHECK. The payment type is also displayed after clicking on Payees. |
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| Q |
Can I make a check payment go electronically? |
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A merchant must agree to accept payments electronically, otherwise the payment will be sent as a check. 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. |
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| Q |
Will the memo field that I fill out when setting up a payment be passed on to the merchant? |
| A |
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. |
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