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Bill Pay FAQs


How do I sign up for Bill Pay if I haven’t used it before?

It’s easy. Start by enrolling in Online Banking. Then, once enrolled and logged on to Online Banking, visit the "Pay Bills" tab to sign up for Bill Pay.

PayBills

How do I add a payee?

How-To Guide: Add a Payee

How do I set up a payment?

How-To Guide: Pay a Company

How-To Guide: Pay an Individual

How do I set up a recurring payment?

In the Payment Center, under the amount, click on "AutoPay." This will give you the option to make reoccurring payments of the same amount.

AutoPay

When setting up AutoPay, you can specify the first delivery date, frequency of the payments, duration of your AutoPay rule and set up email notifications for your reoccurring payment. This is especially helpful for payments that do not change from month-to-month, such as mortgage payments, loan payments and rent.

AutoPay


Can I use different checking accounts to pay different bills?

Yes, if multiple accounts are available, select the account from which you would like the payment to be made.

Can I make a payment from my savings account?

Bill payments must be made from a checking account.

What should I do if one of my payees notifies me that a payment has not been received?

Confirm that the transaction was deducted from your account and view the payment in Activity. If the payment is not credited after two days, call the company’s customer service line. If the problem isn’t resolved, you can send a payment inquiry on the payment in Activity, or contact Bill Pay Member Service at (844) 699-1087.

How do I avoid late payments?

Our Bill Pay service allows you to schedule your bills in advance of your payday to be delivered on your payday. We recommend setting up your payments at least five business days in advance of the due date on your bill to ensure on-time delivery.

Be sure to set your "deliver by" date to a date that is on or before the bill is due and by which the funds will be in your account in order to avoid overdraft and/or late fees.

If the due date of your bill falls on a non-business day, you should schedule your "deliver by" date at least one business day prior to the due date.

How-To Guide: Paying Your Bills On Time

What is the payment guarantee?

We will refund up to $50 in late fees for payments that are not received on or by the requested deliver by date.

The payment guarantee is not applicable to payments and addresses outside of the United States, state and federal tax payments, or court-ordered payments.

Please note that the payment guarantee also does not cover those payments that are scheduled after their due date, i.e. during the grace period. If the due date of your bill falls on a non-business day, you must schedule your "deliver by" date at least one business day prior to the due date.

Where are my pending payments?

Within Online Banking, pending payments can be found on the right-hand side of the screen.

PendingPayment-Desktop

In the VACU Mobile Banking App, pending payments are found under "History".

PendingPayment-Mobile

Why are the funds still in my account after I’ve set up a payment?

Scheduled payments are kept in your account until the "deliver by" date. Accounts paid electronically will have funds removed on the "deliver by" date. Accounts paid with a draft check will have funds removed from your account when the check has been deposited or cashed.

Why are checks being mailed instead of transferred electronically?

Payments made to individuals, small businesses, and certain companies will be mailed via paper check rather than paid electronically.

Are there any types of payments that cannot be made through Bill Pay?

Payments to companies outside the U.S. cannot be made through Bill Pay. Tax payments, court ordered payments and payments to collection agencies can be made, but our payment guarantee is not available on these types of payments.

What happens if my payment falls on a non-business day (a holiday, weekend, etc.)?

Payments scheduled for a weekend or holiday will be processed one business day prior to the chosen "deliver by" date.

What are eBills?

An eBill is an electronic version of a bill or statement. The eBill typically contains the same info as a paper bill or statement. You can receive, view, and pay eBills in Bill Pay. When your eBill arrives, it appears in Payment Center. You control the date and amount of your payment.

How do I start using eBills?

When you add a company that offers eBills, you can enter the required info to request eBills, and a request is sent to the company. When you complete the request for one company, you can sign up for eBills from other companies who offer them. To add an eBill for a company you’re already paying, look for the eBill options on the Payment Center.

Can I cancel a scheduled payment after I’ve set it up?

Yes, you can make a change to any payment that has not started processing.

What if I need to make an emergency payment?

A rush delivery payment option is available. The fee for this special service is $9.95 for same-day electronic payments and $14.95 for overnight paper check delivery.

Bills that allow this service will say “Rush Delivery” beneath the date on the Payment Center. You can click on that link and choose the same or next day for rush delivery payments.

RushDelivery

Who can I contact for other Bill Pay questions/issues?

You can contact Bill Pay Member Services at (844) 699-1087 from 7:00 am – 1:00 am ET, seven days a week.