Information Desk

Bill Payment Frequently Asked Questions (FAQ)

• What is Bill Payment?
• Will I need Online Account Access to have Bill Payment?
• How does Bill Payment work?
• How much does Bill Payment cost?
• How do I sign up for Bill Payment?
• Once I enroll, how do I begin to use Bill Payment?
• I'm concerned about late fees. Is there a guarantee that covers me if one of my payments arrive late and I am charged a late fee?
• Whom can I pay and not pay?
• Is Bill Payment available to members living outside the United States?
• Which accounts/suffixes can I use with Bill Payment?
• Can I pay my Ascentra Credit Union loans through Bill Payment?
• What is a Merchant?
• When are funds deducted from my credit union account?
• What happens if my scheduled payment tries to debit my checking account and I don't have enough funds available?
• What if the payment date I set up falls on a weekend or holiday?
• What if there are not enough funds available to process my scheduled payment?
• Is my bill paid individually or batch?
• Can I stop a payment?
• Is there a demo site where I can practice?
• What if I have questions or problems not covered here?

Q. What is Bill Payment?
A. Bill Payment is Ascentra Credit Union's new Internet bill payment service, and it is available to all members who have signed up, and are eligible, for our Online Account Access home banking service. Online Account Access users who enroll in Bill Payment can initiate and track payments to any Merchant or individual, with the exception of government agencies (including but not limited to federal, state and local taxing authorities). Bill Payment will help you to reduce time spent writing checks as well as reduce your postage costs.

Q. Will I need Online Account Access to have Bill Payment?
A. Yes, to be able to use the Bill Payment feature you must have Online Account Access and a share draft (checking) account with Ascentra Credit Union.

Q. How does Bill Payment work?
A. Bill Payment allows Online Account Access users to access their Ascentra Credit Union share draft (checking) accounts to make payments directly to Merchants or individuals. Payments can be made in an electronic format or by dispatching a paper draft to the intended Merchant, if the Merchant or individual cannot support the electronic transaction. The progress of your payment can be tracked by using Bill Payment.

Q. How much does Bill Payment cost?
A. As of October 1, 2005 there is no charge to use our Bill Payment service!.

Q. How do I sign up for Bill Payment?
A. It's easy! If you are already an Online Account Access user*, simply log on to Online Account Access and click on Bill Payment on the left side of the screen.  *If you are not currently an Online Account Access user, please call 355-0152 or 1-800-426-5241 Ext. 1 during regular business hours to get signed up.

Q. Once I enroll, how do I begin to use Bill Payment?
A. After enrolling in both Online Account Access and Bill Payment, click on the "Bill Payer" button that appears on the left side of your screen. You will be brought to the Bill Payment center.  Click on "Help" to get detailed information on how to begin.

Q. I'm concerned about late fees. Is there a guarantee that covers me if one of my payments arrives late and I am charged a late fee?
A. Unlike many other bill payment systems available, Bill Payment offers an on-time payment guarantee. Provided that you have scheduled your payment to come out of your account the required number of days before your payment due date, we will refund any late charge you are assessed up to $500.00.

Q. Whom can I pay and not pay?
A. With Bill Payment, you can pay individuals, organizations, or companies. For example, you can pay your phone or cable bill, your mortgage or rent, the gym, the doctor's office, your babysitter, your grandmother, etc. Bill Payment cannot generate payments to government agencies (including, but not limited to, federal, state and local authorities), collection agencies, as well as the recipients of court-ordered payments such as child support and alimony. Payments to any person or organizations outside the United States of America (including Armed Forces postal codes) are also excluded. Ascentra Credit Union reserves the right to refuse to process payment instructions that reasonably appear to be erroneous or fraudulent.

Q. Is Bill Payment available to members living outside the United States?
A. No, our Bill Payment service is designed to support U.S. postal addresses only.

Q. Which accounts / suffixes can I use with Bill Payment?
A. With Bill Payment, you can enroll any account that has an open and unrestricted suffix 9 (checking or "draft"). The account also needs to be signed up for Online Account Access.

Q. Can I pay my Ascentra Credit Union loans through Bill Payment?
A. No. To make a payment on a loan from Ascentra Credit Union, you need to use Online Account Access. From Online Account Access, click on the "Transfer" button in the "Personal Finance" area and pay your loans from within your account.

Q. What is a Merchant?
A. A "Merchant" describes any individual, organization, or company that is receiving payments from Bill Payment.

Q. When are funds deducted from my credit union account?
A. Funds are typically debited from your Ascentra Credit Union checking account (draft suffix 9) or around 1:00 p.m. on the day you schedule the payment. Scheduled payments that fall on after 1:00 p.m., on Saturday or Sunday will be withdrawn from your account on the next business day. Every day is a business day except Saturdays, Sundays, and Federal holidays.

Q. What happens if my scheduled payment tries to debit my checking account and I don't have enough funds available?

A. If you have Overdraft Protection sufficient to cover the payment, your payment will be made.  Your account will not be brought negative.

Q. What if the payment date I set up falls on a weekend or holiday?
A. If you inadvertently set up a one-time payment or have a recurring payment that happens to fall on a weekend or a holiday, the payment will be sent on the following business day. This means you must allow for the appropriate payment processing time starting with that business day.

Q. What if there are not enough funds available to process my scheduled payment?
A. You are responsible for making sure that sufficient funds are available in your checking account (suffix 9) to cover your payments. Overdraft protection and Overdraft Courtesy will work in Bill Payment, but only if you have funds available to cover the required amount. If funds are not available, the payment will not be processed and you will have to schedule your payment for a later date. In this instance, because the payment must be rescheduled, you are then responsible for any late payments made to your Merchant.

Q. Is my bill paid individually or batch?
A. With Bill Payment, bills are paid individually and not by batches like other bill paying services. Bill Payment provides payment to Merchants by an electronic transfer or by checks imprinted with each member's account-specific information.

Q. Can I stop a payment?
A. Generally, no. Once a payment has been sent from Ascentra Credit Union, you must contact your Payee to attempt to reverse a payment. If a check was issued and the check has not cleared within a reasonable time (normally fourteen days) we will investigate this upon your request. You may be assessed a fee to place a stop payment on the original check if it was an error you made (i.e. you inputted the wrong address for the Payee, inputted an incorrect account number you have with the Payee, etc). Electronic payments cannot have a stop payment placed on them for any reason.

Q. Is there a demo site where i can practice Bill Payment without affecting my account?
A. Yes. You can use a general purpose demo site provided to us by eFinancial by clicking here.

Q. What if I have questions or problems not covered here?
A. While in Bill Payment, you can click Help for more information on Bill Payment topics. If this does not answer your specific Bill Payment or Online Account Access question, please contact our Call Center either by clicking "Email Us" in Online Account Access or by phone at 355-0152 or 1-800-426-5241 Ext. 0.