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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. Once you’re enrolled in Online Banking, you can click on the Bill Pay tab and activate the service. You must have a checking account to use Bill Pay.

What is the payment guarantee?

You will never pay a late fee or finance charge for a properly scheduled payment. See the payment guarantee summary for more information about our Payment Guarantee.

If a properly scheduled payment is not received and posted on time by the payee, we will attempt to have any late fees or assessed finance charges removed. (Finance charges are calculated based on your payment amount rather than your entire balance.) If the payee is unwilling or unable to remove them, we will pay the fees and finance charges directly to the payee. In addition, we will attempt to have your account noted appropriately to ensure that the situation does not negatively impact your credit rating. (NOTE: Please refer to your Electronic Funds Transfer Disclosure for important information on the limitations of reimbursable fees and finance charges.)

The Payment Guarantee applies to late fees and/or finance charges associated with the late posting of a payment, provided that the following conditions are met:

  1. The payment was scheduled to be delivered on or before the due date of your bill, excluding any grace periods. (The one exception to this guideline is that mortgage payments may be scheduled so that the payment is sent on or before the due date, excluding grace periods. For example, a mortgage payment due on July 1st, with a 15-day grace period, must have a "Send On" date no later than July 1st)
  2. The payment amount did not exceed $10,000.00.
  3. The payment was not made to an excluded payee:
  4. Payments to payees located in the Armed Forces Postal Codes such as AE & AP
  5. Payments that failed due to insufficient funds or other reasons
  6. Payments to settle securities transactions
  7. Payments to payoff special or delayed financing for purchases
  8. Payments to credit counseling agencies who pay creditors on your behalf
  9. Court-ordered payments such as alimony, child support, speeding tickets, etc.
  10. Tax entities
  11. Collection agencies
  12. The payment was not made to a prohibited payee. Payments to the following payees are not permitted through this service:
  13. Payments to payees outside of the United States
  14. The information supplied by you is correct (payee name and address, your name and account number as it appears on the payee's records).

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 types of bill payments are available?

You can choose a one-time payment on a day you specify, or recurring payments at a specified frequency for as long as you indicate.

How will I know on what date I should schedule the payment?

You select the date when you want the payment delivered. The Bill Pay pop-up calendar will show you the date the payment will be deducted from your account so the payment will be delivered by the date you select.

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 will be processed on the next business day.

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

Yes, you can make a change to a scheduled payment until midnight the day before the payment is scheduled to be deducted from your account and sent.

Why have some of my payments rejected? Why do I have an email about some of my merchants/ payees or payments rejecting?

Merchants with closed account numbers or incorrect account numbers and addresses may reject, as well as payments made to payees outside of the United States.

Can I set up a payment and have it sent on the same day?

In general, payments set up before noon on a business day will be deducted from your account to be sent that day. At the time you schedule the payment, the Bill Pay calendar will tell you the “send on” date and the “deliver on date.” The “deliver on” date may be 2 or 5 business days from the “send on” date depending on whether the payee accepts electronic payments. An Expedited Payment option for some payees is also available for members who need to make an emergency payment to a participating payee. The fee for that special expedited delivery service is $9.95.

What are expedited payments?

Some members have asked for a way to send an emergency payment. An expedited payment is available for some payees and is guaranteed to arrive at and be posted by the payee on the expedited date displayed in Bill Pay. The fee for this special expedited delivery service is $9.95 per payment. There is no fee for other Bill Pay services.

How can I tell if one of the companies I pay will accept an expedited payment?

On the Payment Center tab, you will see an “Expedite” box by any payee that will accept an expedited payment.

Can I make payments to my VACU credit cards?

Yes, you can continue to pay your credit card through the “Pay-My-Bill” feature, just click on more info to access the information. If you prefer you can also set up your VACU credit card as a payee and pay using Bill Pay.

What will happen if I don’t have enough money in my account when my bill is scheduled to be sent?

If you don’t have sufficient funds in your account on the scheduled payment date, the payment will not be made. It will be resubmitted one additional time (the next business day). You will receive a message within Bill Pay and an email if you have insufficient funds to cover a payment.

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 your payment history. If you need further assistance, please click on the “Inquire” link next to the payment in question to make a Payment Inquiry, or contact Member Services at (804) 323-6800 or (800) 285-6609.

What are eBills?

eBills are electronic summaries of your paper bills that are displayed in online bill pay. eBills are available for hundreds of popular payees. Your list of Payees within Bill Pay will indicate which ones may offer eBills.

How do I start using eBills?

To determine if your payees are eligible for eBills, click on the Payees tab. If your payees are eligible for eBills, you will see a link to Enroll in the eBills column.

To access your bills electronically, the eBill service requires you to provide credentials for each of the bills you would like to receive. The credentials may include user ID, password, and security questions that you would use to access your account on the biller's website. This information is stored in a secure area and data is encrypted to ensure your privacy. Only you are able to access, view, and change key account information.