| What happens if I forget my PIN? |
| For payments scheduled as "Future" or "Recurring" |
| Can I stop a payment? |
| What happens if there are insufficient funds in my account to cover a payment? |
| If my bill was paid late, who pays for the late charges? |
| How long does it take to resolve Payment Inquiries? |
| I made a payment to a merchant through BillPayer and it has not been credited to my account. What should I do? |
| What if I enter incorrect payee information |
| Are there payees that BillPayer will not pay? |
| Why does it take so long between the time I add a merchant to my list and the time I can make payment to them? |
| Can I pay a bill for someone else? |
| What if I need to modify a scheduled payment |
| How do I check my payment status? |
| When can I start making payments? |
| If the merchant has the same name, does it matter that the merchant has a different billing address than the one to which I am used to sending my payment? |
| Will all of the payees on my Add list be paid by check? |
| Are all of the payees on the existing payee list paid electronically? |
| When I add payees on BillPayer, are they all paid electronically? |
| Is there a limit on the number of bills I can pay using BillPayer? |
| Is there a minimum or maximum dollar amount for payments? |
| What is the cut-off time for making payments? |
| Can I pay bills from my savings account? |
| How much is BillPayer? |
| What is BillPayer? |
| Can anyone else access my account? |
| When do transactions post to my account? |
| In Internet Home Branch, is my account information secure? |
| What is Internet Home Branch? |
| What can I do in Online Home Banking? |
| What is Direct Deposit? |
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| What happens if I forget my PIN? |
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If you forget your PIN, contact member services. |
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| For payments scheduled as "Future" or "Recurring" |
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You may use BillPayer to cancel the transaction. You must cancel the payment or by midnight of the day before the scheduled processing day.If you stop a payment on a reoccurring transaction, the next scheduled transaction as well as all future transactions will be stopped. Therefore, if you wish to reinstitute a reoccurring payment, you will have to set up the reoccurring payment again
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| Can I stop a payment? |
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For a payment scheduled for "Today" Payments designated, as "Today" transactions cannot be stopped, canceled, or changed using BillPayer once your BillPayer session is terminated. HEWFCU may be able to stop payments to a payee who accepts only check payments. You must telephone Member Services at (202) 488.5400. If we are able to stop a payment, you will be billed a $25.00 stop payment fee (per item). |
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| What happens if there are insufficient funds in my account to cover a payment? |
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If the payment would overdraft your account, we are unable to process the Payment Request. The item cannot be reprocessed: you will need to initiate a new payment to the merchant. If your regularly incur Nonsufficient Funds (NSF) fees or want to protect yourself from an overdraft situation, you may want to consider applying for an Overdraft Line of Credit. |
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| If my bill was paid late, who pays for the late charges? |
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You are responsible for any late fees that occur because of the following: - You do not have sufficient funds in your account to make the payment on the processing date.
- The estimate of time to allow for delivery to the payee is inaccurate.
- There are delays in mail delivery.
- There is a change of payee address or account number.
- Any payee fails to account correctly for or credit the payment in a timely manner.
- There are technical difficulties.
- A court order or legal process prevents the Credit Union from making a transfer or payment.
- We have a reasonable basis for believing unauthorized use of your PIN and/or designated account may be or is occurring.
- You default under any other agreement with us or if you or we terminated this Agreement.
- Any other circumstances beyond the control of HEWFCU occur.
- The system was not working properly and you knew about the breakdown when you started the transaction.
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| How long does it take to resolve Payment Inquiries? |
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The BillPayer service standard is that 80% of all payment inquiries are resolved within 10 business days. The majority of payment inquiries are resolved within five business days. HEWFCU's ability to resolve payment inquiries quickly is dependent on the degree of merchant responsiveness. |
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| I made a payment to a merchant through BillPayer and it has not been credited to my account. What should I do? |
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- Check your records. Often, a typing error or date error is responsible for a missing payment.
- Wait at least four business days for an electronic payment and seven business days for a check payment.
- Call the merchant at the end of this time to see whether they have received the payment.
- Submit a Payment Inquiry to HEWFCU. You can initiate a Payment Inquiry online or by calling (202) 488.4500, (800) 742.5582.
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| What if I enter incorrect payee information |
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It is very important that you enter your information accurately. A wrong address may result in a payment not being received by your merchant by the designated due date. Also, a wrong account number could result in the payment being posted to the wrong account. |
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| Are there payees that BillPayer will not pay? |
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Yes. Excluded payees are governmental agencies (including but not limited to federal, state and local taxing authorities), collection agencies, as well as the recipients of court-ordered payments such as child support and alimony. Payments to any persons or organizations outside the U.S. are also excluded |
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| Why does it take so long between the time I add a merchant to my list and the time I can make payment to them? |
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The 10 days is a minimum: in many cases, you will have verification before that time. BillPayer must find out whether that merchant can accept electronic payments. If the merchant is able then BillPayer must get all of the relevant information to set them up on the system. The time that takes depends on the responsiveness of the merchant. |
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| Can I pay a bill for someone else? |
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Yes. As long as you are using funds in your checking account, you can pay a bill for someone else such as your mother, children, etc. Simply input the person's name under "Name on Account". |
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| What if I need to modify a scheduled payment |
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While a payment is still listed under the "Pending Payment" section, changes can be made to the payment at any time. After the payment has been picked up for processing, and the payment has moved to "payment History", no changes can be made. |
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| How do I check my payment status? |
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Click on the "Payment History" button, and you will see a status on each of your payments, as follows:
- In Process - The payment has been sent by HEWFCU to BillPayer Processor and is awaiting further action. At this point, a payment has not yet been sent to your payee, but the money has been debited from your account.
- Payment Sent - The payment has been processed by BillPayer Processor and sent to your payee, either electronically or by check.
- Check Cleared - Your payee has deposited the check. For electronica payees, the final status will be "Payment Sent".
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| When can I start making payments? |
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If the merchant is listed on the "Master List", payments can begin immediately. If the merchant was entered into you Add list, the status will change to activate when the verification procedure has been completed (10 business days at the most). You will receive an error message stating that you cannot pay a vendor if you attempt to pay a merchant before the verification is complete. |
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| If the merchant has the same name, does it matter that the merchant has a different billing address than the one to which I am used to sending my payment? |
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Yes. You must only use vendors from the pre-verified Find Payees list where the address you mail the bill to is the same as that listed for the vendor. It could be an entirely different company, or a different sales office that has no ability to apply your payment to an account that they don't recognize. If the name of the company and the address don't match, you should add the vendor and all the information yourself under "Add Payee". |
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| Will all of the payees on my Add list be paid by check? |
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Not necessarily. It all depends on what kinds of payment the merchants can accept. Anyone added through the Add option automatically defaults to check, however, until verification is completed. |
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| Are all of the payees on the existing payee list paid electronically? |
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No. The "existing payee" list means that all of these vendors have had addresses verified and are already on the system. |
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| When I add payees on BillPayer, are they all paid electronically? |
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Not necessarily. Not all payees have the ability to accept payments electronically. Those who cannot accept electronic payments will be paid by check, sent by the BillPay system. |
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| Is there a limit on the number of bills I can pay using BillPayer? |
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No. |
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| Is there a minimum or maximum dollar amount for payments? |
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Yes. The maximum amount for any single payment is $20,000.00. There is no minimum amount. |
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| What is the cut-off time for making payments? |
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Payments must be set up before 6:00 am EST on business days (any weekday that HEWFCU is open for business). |
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| Can I pay bills from my savings account? |
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No. BillPayer is only available for members with a checking account. |
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| How much is BillPayer? |
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HEWFCU's BillPayer is free to all members upon registering for the service. |
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| What is BillPayer? |
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BillPayer is HEWFCU's electronic version of a checkbook. You can use your computer to pay bills on a single occurrence or recurring basis. You can pay any bill using BillPayer. |
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| Can anyone else access my account? |
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Absolutely not. Information on Internet Home Branch is not public. Only you can access your account information using your PIN.(Unless you share your password with another person) |
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| When do transactions post to my account? |
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When you perform a transaction on Internet Home Branch, posting will occur immediately. |
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| In Internet Home Branch, is my account information secure? |
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Yes. At HEWFCU, your account information is very secure. We use the latest technology protected by encryption. |
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| What is Internet Home Branch? |
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This is HEWFCU's home banking product. Members can conduct financial transactions via the Internet 24 hours a day. |
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| What can I do in Online Home Banking? |
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You can access your Credit Union accounts and process transactions 24 hours a day, seven days a week. Through Home Banking Online you can: - Make inquiries of your credit union deposit accounts, loan accounts, credit card activity, and mortgages
- Check account balances.
- Transfer funds between your checking, regular shares, money market shares, minor shares, or loan accounts.
- Setup and receive on-line periodic statements by clicking on the e-Statement Selection Button.
- Make check inquiries and view copies of your checks.
- Place stop payment orders.
- Customize - Change your Home Banking Online PIN and your e-mail address registered with us.
- Request additional services, such as: change of address, change Audio Response PIN, set up automatic transfers between Home Banking accounts, automatic transfer to pay Home Banking loans, and automatic transfer to pay VISA.
- Open additional share accounts, under your existing account structure in which you have provided us with a signed membership agreement.
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| What is Direct Deposit? |
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Having a check, such as a payroll, retirement, or disability check sent directly oto an individual’s account at their financial institution. The process by which a credit to a member’s account is delivered electronically such as the direct deposit of Social Security checks by the federal government.
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