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How to Use Bill Pay


Is the Bill Pay service free?

Each month, the first 20 transactions are free. There is a $1 fee for each transaction after 20 in a month.

 

How do I enroll in Self-Help CU Mobile Bill Pay?

You must have a Self-Help CU checking account and enroll in Bill Pay through Self-Help CU online banking. To enroll, simply log in to your account at www.self-help.org, select "Bill Pay" under Online Services and follow the instructions.

 

When can I expect a payment to arrive?

The bill pay site will automatically display an estimated date when a payment will be made.

 

Is it possible to request a STOP PAYMENT on electronic payments?

No, not after the electronic payment has been sent by Bill Pay. 

 

Can I use accounts other than my Self-Help CU checking account to pay bills through Bill Pay?

No. Accounts from other financial institutions are not acceptable funding sources for our Bill Pay service. However, you may use eligible accounts from institutions that are a division of Self-Help CU such as JaxMetro and Palmetto Trust.

 

What is a payee?

A payee is any recipient of a payment.

 

Why do some payees get paid by CHECK, and some get paid by ELECTRONIC payment?

The method of payment depends on the specific agreement between Bill Pay and the payee. When possible, Bill Pay will transfer funds electronically. When electronic funds transfer is not possible, Bill Pay will mail a check to the address on file for the payee.

 

The payee says they haven’t received my payment! What’s going on?

If a payment isn't processed or received, here are some possible reasons:

  1. Inaccurate account information entered by the payee. If this is the case, Bill Pay will refund the payment to the member’s account. To prevent another incorrect payment, Bill Pay will delete the payee information that’s on file in the Bill Pay system. If this removal happens, then the member will need to restore the payee record with new, accurate information. The member will then need to initiate a new payment arrangement for the refunded payment and any future payments.
  2. Delay in receipt/deposit of the payment by the payee. The posted payment date is a good estimate of when the payment will be received or posted, but it is only an estimate. Delays are less likely to occur with electronic payments than with checks, but it can happen with either payment method.
  3. Payment by check lost in the mail. If the member suspects that a check has been lost, then the member may submit a STOP PAYMENT request to Bill Pay. A minimum of five (5) business days must pass from the payment processing date before Bill Pay will initiate a stop payment action. A successful stop payment will result in a refund of the amount of the requested payment. Bill Pay may charge members a fee for stop payments. Credit Union staff may assist with a stop payment request, but it is preferable for the member to initiate the request. Additionally, checks that have not been deposited within 30 days of being mailed will trigger a payment reminder notice by Bill Pay to the member. If the check remains undeposited, a second reminder will be sent at 60 days. Should an undeposited check extend to 90 days, Bill Pay will automatically void the check and refund the money to the member’s account at no charge.

 

Can I use Bill Pay to make donations, send gift checks and rush payments?

Bill Pay offers these additional services for an extra cost. The specific charges are listed online on the Bill Pay page. When used, charges will be drawn from the member-user’s account. The dollar amount donated or gifted will be withdrawn from the issuing member’s account when the payee funds are received and/or otherwise deposited.

 

I just signed up for Bill Pay. Why is there a three-day wait for approval?

Same day processing is our goal, but in some cases up to three days may be necessary to fully process new Bill Pay enrollments.

 

Help! I got my challenge questions wrong and now I’m locked out of Bill Pay. What should I do?

Contact Self-Help CU to request a release from lock-out. We will release a block only after verifying the identity of the person seeking to gain Bill Pay access. Be aware that answers to the challenge questions are case-, space- and punctuation-sensitive. Repeated wrong answers will result in blocked access to Bill Pay.

 

Why did I get turned down for Bill Pay?

Bill Pay enrolees are required to be (1) a Self-Help CU member in good standing, and (2) have, or open, an eligible Self-Help CU checking account.