ISPFCU E-Pay FAQ

ISPFCU offers a free online bill payment service to members with a checking account; this service is called ‘E-Pay’ and is accessible via Home Branch Online.

 

Introduction to ISPFCU E-Pay



Getting Started

 

Security

 

Quality and the Guarantee

 

Account Maintenance

 

Payments

 

eBills

 

Automatic Payments

 

 

 

 

 

 

 

 

 

 

 

 

Introduction to ISPFCU E-Pay

 What is an online billing and payment service?

With an online billing and payment service, you can receive, view, and pay your bills from one personalized, secure Web site.

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What are the benefits of using ISPFCU’s E-Pay?

  • Save time and money - No checks. No stamps. No hassle.
    You can select bills from hundreds of local and national companies.
  • You schedule the date to make payments and gain greater control over the bill management process through E-Pay. You can view, pay, and track your bills from one, central place. All of your monthly bill information - right at your fingertips!
  • Receive your bill statements online, instead of through the mail. Your bills can even be sent directly to your e-mail address or appear within E-Pay. You can see the amount you owe, the due date, view the bill detail, and pay the bill. Each month you'll receive a reminder e-mail to login and review each new bill.
  • Reminder e-mails sent - never forget to make a payment!
  • Guaranteed on-time payment - we will bear the responsibility for any late-payment-related charges (up to $50) should a payment arrive after its due date, as long as you scheduled the transaction in accordance with the service’s terms and conditions.

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Getting Started

What information do I need to sign up for E-Pay?

Our sign-up process is simple and efficient - yet detailed enough to ensure security and privacy - as we gather the information necessary to deliver your online bills and process your payments. It takes about 5 minutes to complete the sign-up process. You just need to provide some basic information to get started:

  • Your name, address, phone number, date of birth, and e-mail address. This helps us provide the highest quality of service when it comes to taking care of your payments.

  • The account information, such as account numbers, from billers whose bills you will want to receive online.

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How do I access ISPFCU’s E-Pay?

Once signed into your Home Branch Online, go to the ‘Bill Pay’ tab, select your checking account, and click on ‘Submit’.  If you have more than one checking account you’ll need to make sure you select the checking account you would like to work with. ISPFCU E-Pay will open in a new window.

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When is E-Pay available?

E-Pay is available 24 hours a day, seven days a week, 365 days a year – giving you the flexibility to pay and manage your bills from home, work, while on the road, whenever and wherever it’s convenient for you.

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I am a joint (secondary) owner on my checking account.  Can I access E-Pay thru my HBO logon?

At this time only the primary (tax reported for) owner of the checking account can access the E-Pay system through their own Home Branch Online user id.

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What computer system requirements are there to use this service?

While there are no specific computer system requirements in order to access E-Pay, the following browsers are supported:

  • Microsoft Internet Explorer 5.0 and above

  • Netscape Navigator 6.2 and above

To ensure a high standard of security, we request that you access E-Pay with a browser that supports 128-bit encryption. For optimal user experience, please ensure that your monitor is set at a minimum to an 800 x 600 resolution.

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Security

How is my personal protection being protected?

ISPFCU treats your personal information as confidential. We do not sell or rent your personal information, or share your personal information in a manner that differs from what is described in our privacy policy without your prior consent.  No one can sign on to E-Pay without successfully signing on to Home Branch Online using your member number and password. We use SSL (Secure Sockets Layer) technology to transmit and receive your information. This technology encrypts – or scrambles – your personal information so it is virtually impossible for anyone to read it. You are automatically signed out of an E-Pay session if you are inactive for a predefined number of minutes (typically ten minutes).

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Why can’t I view E-Pay screens?

Your browser may have enabled pop-up window blockers. They must first be disabled within your browser settings.

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If I suspect fraudulent activity, whom should I contact?

If you suspect ANY fraudulent activity is occurring through ISPFCU E-Pay, please contact our 24 hour E-Pay support at 888-918-7565. As long as you notify us within two business days of when you suspect an unauthorized transaction, your liability will be no more than $50.00.

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How do you ensure that the bills I view and pay online are specifically mine?

When you sign up for the service, we obtain specific information about you. This information is used to verify your identity and protect you against identity theft or fraud. Once you've signed up for the service, you'll select the companies whose bills you want to receive and view online. To verify you are authorized to view those bills, we ask you to confirm billing information, such as your account number, and any other information the biller may require to verify you receive the correct bill.

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Quality and the Guarantee

Are my payments guaranteed?

You can be assured that your electronic payments are safe and reliable. If you suspect fraud, simply notify us at 888-918-7565 within 2 business days of the suspected unauthorized transaction and your liability will be no more than $50.

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What if a payment does not arrive to my billing company on time?

We will bear the responsibility for any late-payment-related charges (up to $50) should a payment arrive after its due date, as long as you scheduled the transaction in accordance with the service’s terms and conditions.

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Account Maintenance

What is the name of the company ISPFCU uses to provide E-Pay?

ISPFCU uses a Credit Union Service Organization (CUSO) named PSCUFS to provide Fiserv’s CheckFree bill payment service to our members.

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What if I want to contact someone in writing about E-Pay?

Send all mail to:

ISPFCU

Attention: Bill Pay

730 Engineering Avenue

Springfield, IL 62703

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Why did my E-Pay become deactivated?

 E-Pay accounts become deactivated when the following conditions apply: no payment activity for the last 90 days and no sign on activity in the last 30 days. Deactivating the service is a security feature that protects both the member and ISPFCU.

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What happens to the payee information when E-Pay is deactivated?

As a security precaution, payee information is deleted from the system six months from the date of deactivation.

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Payments

What is a payee?

A payee is any company or individual you send money to via E-Pay.

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Whom can I pay using ISPFCU E-Pay?

You can pay almost any business or individual that you currently pay by check - your phone bill, loan payments, insurance - even your dentist or daycare center. Please note you cannot pay court-ordered payments or state and federal taxes online at this time.

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Can I use E-Pay to pay my ISPFCU loan payments?

Yes, you can use E-Pay to make payments to ISPFCU, but you can also set up automatic transfers directly from your account to your loan by calling us toll-free at-1-800-255-0886 or by stopping by to speak with a Member Service Representative.

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Am I able to make international payments?

No, payments cannot be sent to a foreign address.

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Is there a dollar limit restriction on any single payment or a total daily limit for the amounts or numbers of transactions I can send?

 

Payments may be made up to just under a million dollars and you may schedule as many payments as you choose.

 

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How does a payee receive their payment?

 

Payments are made electronically (ACH) or sent via a single check or draft check off your ISPFCU checking account.

 

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What is the difference between a single check and a draft check?

 

Single Check (corporate check): A check drawn off of a bill pay corporate checking account to the payee is sent out approximately 4 business days prior to the scheduled payment date. The funds are electronically debited from your checking account on the scheduled payment date.

 

Draft Check: A check drawn off of your ISPFCU checking account to the payee is sent out approximately 4 business days prior to the scheduled payment date. Funds are debited from your account when the check is cashed.

 

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How do you determine how my payment will be sent?

 

Our bill payment provider’s software monitors each member's activity; such as number of payments, dollar amount of payments, and NSF issues. If a member is considered low risk and the payee is signed up for ACH receipts an electronic (ACH) payment is sent.  If a member is considered low risk and the payee is not signed up to accept ACH, then a single check (corporate check) is issued. If a member's habits show a potential risk, then a Draft check is issued. ISPFCU has no control over how payments are sent.

 

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How do I know what method was used to send my payment?

 

By accessing your ‘Bill History’ once signed into ISPFCU E-Pay and selecting ‘View Detail’ you can see how the payment was sent.

 

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Can I cancel a payment through ISPFCU E-pay?

 

You can cancel scheduled payments on the Payment Activity - Bill Payments page. If a payment's status is processed, however, you can no longer cancel it. After you cancel a payment, the status will change to Canceled. Canceled payments remain in your Payment Activity - Bill Payments list.

 

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Can I stop payment on a payment that has already processed but not cashed by the payee?

 

Most of the payments set up thru E-Pay can be stopped thru the bill payment system.  This is because most of the payments are sent either electronically or by a corporate check.  This can be accomplished by looking up the payment in question in the Bill History section and by processing a payment inquiry. 

 

If the payment was made by a draft check off of your ISPFCU checking account and it has not yet cleared you can contact us at 800-255-0886 to place a stop payment on the item.

 

Please refer to our current Schedule of Fees for the appropriate charges for each type of Stop Payment.

 

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Why can’t I make payments from my savings account?

 

Federal Regulation D prohibits savings accounts from being used as transaction accounts.

 

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How long does it take for a payment to get to the intended company?

 

Some companies accept payments on the same or next business day, depending on the time of day you entered your payment information. For most bills, it can take two to four business days for the payment to be received.

 

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How do I see scheduled or paid bills?

 

Select ‘Payment Center’ to view scheduled and recently paid bills or for a more thorough history you will select ‘Bill History’.

 

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When does a payee receive my payment?

 

The payee will receive the payment on the date chosen at the time you scheduled the payment.

 

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My payment is due tomorrow.  Will it be on time if I schedule it right now?

 

In some instances, yes. It will depend on the arrangements the payee has with the bill payment provider along with several other factors. You should always try to schedule payments at least four business days in advance of the payment due date. 

You do have the option of scheduling a Next Day Check Payment to payees who are unable to accept an electronic payment.  You will see this new option when you scroll over the next payment date available for the biller as well as the associated fee. During the payment scheduling process, you will be required to enter a physical address for delivery; PO Boxes are not allowed. Once the payment is scheduled, an email notification will be sent to you, as a fraud prevention measure, to alert you that the payment has been scheduled. You will also receive a follow-up email, with a tracking number, confirming the check was processed.

In addition, some payees accept same day electronic payments. If the payee is able to accept same day electronic payments the current day’s date will be available to select. Please note the additional fee listed for this payment option.

 

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Why does it take as many as four days to process a payment?

 

Four days are not always required. However, because not all payments can be sent electronically, we must account for processing and mailing times to ensure that all payments will be made by the scheduled payment date.

 

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What information is included on a payment made by check?

 

Each check will have seven items:

  • Your name

  • Payee name

  • Payee account number

  • Payment amount

  • Payment Date

  • Signature Line Comment – Signature on file

  • Routing number and check ID for either the bill pay corporate checking account or your ISPFCU checking account

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How can I confirm that a payment has been made?

 

After the payment date, check the Pending Payments and Recent Payments boxes to see if the payment is processed.  Payments that have been processed will appear in Recent Payments and have already been sent to the payee.  You can also check the payment account to see if the funds have been withdrawn. You may also check your ‘Bill History’ to look back at payments made.

 

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Do I need to back up my billing and payment information on my computer?

 

Your online billing and payment information is stored in the E-Pay system for up to 24 months. This means you don’t have to install software to use the service and no information is stored on your computer.

 

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How long is my bill history saved in E-Pay?

 

E-Pay saves your bill payment history for up to 24 months.  You can see your bill payment history by clicking the Bill History tab.  You can search based on a period (example:  past 90 days) as well as a specific date range.

 

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eBills

 

What is an eBill?

 

EBills are electronic versions of your paper bills that you can receive through ISPFCU E-Pay. An eBill comes directly from the biller to your E-Pay. In addition, a notification that you have received an eBill can be sent automatically to an e-mail address that you choose. You can view balances, transactions and other statement information in an eBill. (Each biller offers unique features associated with their eBill.) Then, you can pay it and print it - all online.

 

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Can all of my bills be eBills?

 

EBills are only available from select companies. E-Pay will typically notify you if an eBill is available for a payee.

 

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How do I know if a payee can send me an eBill?

 

If a payee sends eBills, you’ll be asked to sign up the next time you add the payee. If you declined eBills when you set up the payee, a sign up link will appear next to the payee name. When you’re ready to enjoy the ease of eBills, just click the link to get started.

 

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How do I receive eBills?

 

After you request eBills from a payee, and the payee has had enough processing time to begin sending you eBills (usually two to four weeks), new eBills will appear as either paid or unpaid.

 

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How do I know when my eBill has arrived?

 

Notification that your eBill is ready to view will be sent by email.

 

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Will I still receive a paper copy of the bill through U.S. mail?

 

It will depend on the payee.  Generally, when you sign up to receive your bills electronically, the paper versions will be discontinued.

 

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Can I view paid eBills?

 

Yes – under ‘Bill History’ you will be able to view past payments, as well as past bills.

 

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I don’t want to receive an eBill anymore, how do I stop them?

 

You can modify your eBill preference under ‘Manage My Bills’. From there you will select the biller and choose the ‘Stop an electronic version of my bill’ option.

 

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How do I edit information I entered in about a biller?

 

You can modify details about any biller/payee in the ‘Manage My Bills’ section.

 

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Automatic Payments

 

How do I select Auto-Pay?

 

You can select the Auto-Pay option when you’re adding a bill. To add Auto-Pay to an existing bill, click “Manage my Bills,” select the bill you would like to set up for Auto-Pay, and select “Add Automatic Payment.”

 

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Can I set up automatic payments?

 

 Payments can be set up as recurring in nine different frequency intervals:

  • Once a month

  • Twice a month

  • Once a week

  • Every two weeks

  • Every four weeks

  • Every two months

  • Every four months

  • Every six months

  • Once a year

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