Frequently Asked Bill Pay Questions
Q: Is there a set-up fee or monthly charge for Bill Pay?
A: No. Heritage Bank offers Bill Pay for FREE!
Q: How does bill payment work?
A: To help you understand the process, we have provided a diagram.
Q: Is it possible to schedule recurring payments?
A: Yes. You can schedule weekly, semi-monthly, monthly, quarterly, semi-annually, or annually recurring payments. The final payment of a recurring payment scheme is designated by a 'Final Payment Date.' Or, you can set up a recurring payment to happen indefinitely.
Q: How do I register for electronic bill payment?
A: Bill Payment registration is easy!
The first time you attempt to access the bill payment section of Internet Banking, you will be prompted to begin online registration. You are first requested to read and accept the authorization disclosure. Failure to accept the disclosure terms prevents the registration process from proceeding.
Once the disclosure is agreed to, you complete the online registration form. The registration form is then forwarded to us for review. We are responsible for checking the information on the form. The registration information is then transmitted to Metavante, our Bill Payment provider, for set up. After the Bill Pay account is set up you will receive an email acceptance. You should receive the welcome letter and reference booklet within 3-5 business days. At this point you will be able to click on the Bill Pay button while signed on to Heritage@Home and access your Bill Pay account.
Q: When I add a new payee to my bill payment account, or change my account number, how quickly will the change take place?
A: When you update the information for the bill payment payee account, the changes are implemented virtually instantaneously. If you make changes to the account that your bills are debited from, this can take up to 3 business days to complete. Please contact our Customer Service Center at 1-800-455-6126 or visit one of our convenient locations for assistance in this process.
Q: Can I receive an annual summary of my bill payments sorted by category or payee?
A: You can create this report in the Payees selecting the Payments link for the payee you would like to view.
Q: Can I use electronic bill payment with all my accounts?
A: You can designate up to two accounts for bill pay transactions.
Q: When is bill payment available?
A: You can schedule payments 24 hours a day, seven days a week.
Q: Are my bill payment transactions reflected as Internet Banking transactions?
A: All bill payment transactions become part of the Internet Banking transaction history and show up in personal financial management applications when the transaction history is downloaded. Each will be designated with the description of Bill Payment.
Q: How do I add new payees?
A: You can add payees by accessing the Add Payee option under the Payee screen. New payees will be added to the payee list immediately.
Q: Can bill payment be used when I am out of the country?
A: Bill payment provides you with peace of mind when you are traveling for an extended period of time. All you need is access to the Internet with a secure browser and you can pay your bills while out of the country. Payees must be located within the 50 United States and Territories.
Q: Is there a limit to the number of bill payment checking accounts I can set-up?
A: Yes, you are limited to two bill payment checking accounts.
Q: Who can be paid using the bill payment system?
A: Anyone in the 50 United States and territories that can accept a check can be paid using the bill payment system. You can pay practically anyone- charge accounts, utilities, auto loans, professionals, even a lawn service or a relative. However, tax payments (such as federal, state and local) and court directed payments (such as alimony and child support) cannot be processed through our online bill payment system.
Q: Can I pay my bills on the weekend?
A: You can set up your payments during the weekend. However, the system will prohibit you from scheduling a single payment and the first of a recurring payment on the same weekend. This is because payments scheduled for the weekend are always processed on the Friday before. Therefore, when scheduling payments on a weekend, the first day for which you can schedule payments (single or recurring) is the first business day following the weekend.
Generally, single or recurring payments that fall on a Saturday, Sunday or a bank holiday are processed on the previous business day and are debited from your account within two business days. If a bank holiday falls on either a Friday or Monday, the debit will occur within three days.
Q: If I schedule multiple bill payments for a single day, how will my account be debited- as a lump sum or separately?
A: Each bill payment is debited separately.
Q: How is my account debited?
A: Your account is debited via ACH.
Q: What is ACH?
A: Automated Clearing House is a funds transfer system which provides for the interbank clearing of electronic entries for participating financial institutions.
Q: If I make an error in selecting an electronic payee and it results in a late fee, am I responsible for the charges?
A: If you select an electronic payee with an address that is different from that indicated on the payment coupon, then you are responsible for the late fee.
Q: How do I place a 'stop payment' on a bill payment?
A: A payment may be edited or deleted anytime before the "process date." Payments that have been remitted electronically cannot be stopped. To place a stop payment on a bill pay that is issued by check, please contact our Customer Service Center at 1-800-455-6126 or visit one of our convenient locations.
