Online Banking and Bill Pay FAQs

Online banking faqS

Why is my picture different?
Why can’t I login using my member number?
Can I change my User ID from my member number to something more user friendly?
Why can't I keep my old 7-digit login ID or password?
I tried to register for Online Banking but I was not able login. What should I do?

I am a member living overseas and do not have a U.S. Zip Code (initial login criteria). Am I able to register to use Online Banking?
When looking at account history, the description says NDxx to SVxx. What does this mean?
I am receiving a message relating to “unmapped error” when attempting a transfer. What does this Mean?
Can I change my address or place a stop payment through online banking?
Can I use spell check when composing a message?
How can I send the Credit Union a secured message?
I want to have ALERTS sent to me. What kinds of Alerts are available?
Who should I call with questions about my online banking or bill pay?
Why is the amount due for my loan payment is showing less than my normal regular payment?
Where can I see my mortgage history?
How do I set up an external transfer?
Is there a limit on External Transfers?
Do I have to call in order to get set up for Member to Member Transfers?

bill pay faqS

Why weren't all of my payees transferred into the new bill pay?
I had a payment scheduled between Sept 16 – 20 that was never made and I received a late payment. What should I do?
I didn’t save my bill payment history. How will I know if a prior bill was paid?
What time of day do scheduled payments get debited from my account?
I don’t see a calendar in the new Bill Pay.
What is Expedited Payment?
What is Bill Presentment?
I want to delete a bill pay or ‘unenroll’ in bill presentment. How do I do that?
What is a prohibited merchant?
What payments are allowed, but not covered under Payment Guarantee?
Why did some of my old deleted payees show up in the new bill pay service?
My Verizon payment did not come over. Why not?
Why do I have to accept the Online Banking disclosure again? I had already accepted this when I enrolled originally.

 

Why is my picture different?

During the conversion process, we were able to convert your security questions, but not your picture. A random picture was assigned to you, but you may choose a new picture. In Online Banking click on the Member Services tab, then click Change Security Info. You will need to re-select your 3 security questions before you pick a new picture with a phrase.

Why can’t I login using my member number?

If there are leading zeros in front of your member number you will need to drop them when logging in. If your member number is less than 8 digits, you will be forced to change your user ID after you log in for the first time.

Can I change my User ID from my member number to something more user friendly?

Yes – however, this feature will not be available until after September 30. You will find this under Member Services tab.

Why can't I keep my old 7-digit login ID or password?

The minimum 8 character ID and password requirement is an industry standard. It is a security measure to protect you, our valued member, from your account possibly being compromised and makes the user ID and password less vulnerable to hackers.

I tried to register for Online Banking but I was not able login. What should I do?

It is possible that we need to update some of your information. Call our Member Contact Center at 800.842.0145 (toll free) or 860.568.2020, option 9. Our representatives are available 24/7 including weekends.

I am a member living overseas and do not have a U.S. Zip Code (initial login criteria). Am I able to register to use Online Banking?

Yes, you are able to register for Online Banking. However, we are unable to generate a password for you to login for the first time. Please call our member Contact Center at 800.842.0145 (toll free) or 860.568.2020, option 9. Our representatives are available 24/7 including weekends.

When looking at account history, the description says NDxx to SVxx. What does this mean?

That means that a transfer took place. We have changed this to display the word transfer on transactions that occur after 9/21/2010.

I am receiving a message relating to “unmapped error” when attempting a transfer. What does this Mean?

It may mean that your account is a "Dormant Account." Your account is considered dormant if there has been no activity in the past 6 months.

Can I change my address or place a stop payment through online banking?

Yes, you may update your mailing  and email addresses and place stop payments through online banking. These changes will take place immediately.

Can I use spell check when composing a message?

Yes, when composing a message in online banking, click on the spell check box below the message.  If the box and the words "spell check" do not line up on your screen it is possible that you are using an internet browser that is  not supported by our online banking platform. For a list of supported browsers click here.

How can I send the Credit Union a secured message?

You can click on the “Contact Us” link in the Quick Links box (on the right side of most pages) OR go to Member Services Tab – View Messages (Inbox) and click on “compose new” on the right side of the blue header box.

I want to have ALERTS sent to me. What kinds of Alerts are available?

You can set up generic reminder alerts (i.e.: someone’s birthday), cleared check alert, daily balance alert and balance alerts (for low or high balances only). This can be sent to one or more email addresses. Go to the Member Services Tab-Manage Alerts.

Who should I call with questions about my online banking or bill pay?

You may continue to call us at 860-568-2020 or 800-842-0145 (toll free), option 9. You will be directed to a dedicated line only for online banking and bill pay questions. Help is available 24 hours a day, including weekends, except Federal Holidays.

Why is the amount due for my loan payment is showing less than my normal regular payment?

This is showing the regular payment less prepaid amounts. We are aware of the issue and to have a resolution by the end of 2010.

Where can I see my mortgage history?

You no longer need to enter a separate user ID and password to view your mortgage history. Just login to online banking and click on the "More Info" link next to your mortgage acount on the Accounts Summary page.

How do I set up an external transfer?

First, you must add the account through the Transfer Funds – Manage External Transfers tab. Once the information is entered, you should check your account at the other financial institution after 3 days. You will see 2 small deposits were made to that account. Sign back in to our system and ‘verify’ the amounts of the deposits. This ensures that you are the owner of the account. Once you have verified the deposit amounts, you will see the added account in the drop-down menu on the transfer screen.

Is there a limit on External Transfers?

Yes, there is a limit of $4,000 per day and $12,000 per month.

Do I have to call in order to get set up for Member to Member Transfers?

No, you can set-up transfers to another member's account instantly by going to the Transfer Funds - Member to Member Transfer tab. Enter the account number you wish to transfer to as a 10-digit number and give it a nickname. The account will show up in your "Transfer To" drop-down box. You will see the last 4 digits of the account number followed by it's nickname.

Why weren't all of my payees transferred into the new bill pay?

The new system does not allow certain types of payments. Payments to tax entities (IRS, state and local tax authorities), collection agencies, court-ordered payments or payees outside the U.S. are not permitted. It also cannot process payments to payees with missing information (incomplete address, account number, etc).

I had a payment scheduled between Sept 16 – 20 that was never made and I received a late payment. What should I do?

You may contact our e-Services group and they will assist you with getting reimbursed.

I didn’t save my bill payment history. How will I know if a prior bill was paid?

Information on bill payments that were made will be on your statement. If you are questioning why a recent bill did not get paid, you may contact us at 800.842.0145, option 9.

What time of day do scheduled payments get debited from my account?

We will debit members’ accounts for scheduled payments at 4:30 a.m. on the “send on” date. If there are non-sufficient funds in the account, a second attempt will be made at 10:30am.

I don’t see a calendar in the new Bill Pay.

There is no calendar; however you can see all your scheduled and processed payments on one screen (Pay Bills – Payment Activity).

What is Expedited Payment?

If one of your bills is eligible for expedited payments, you will see the green box under the “deliver by” column. This is a guaranteed same day payment if you schedule the payment prior to the merchant cut-off time (each merchant has their own cut-off time). You can find the cut-off time by moving your mouse over the box. There is a fee of $9.95 for this service.

What is Bill Presentment?

If your merchant has electronic bill presentment, you can enroll to receive your bills through our bill payment site. You must have a login/password to the merchant site. Click on “enroll” and follow the directions. Your bill payment amount will appear every month. When you are ready to pay, you can click ‘view bill’ and pay in one simple step!

I want to delete a bill pay or ‘unenroll’ in bill presentment. How do I do that?

Go to Pay Bill – Payees. Click ‘edit’ on the right side of the specific merchant/payee.

What is a prohibited merchant?

Prohibited merchants will be rejected during the activation process. Customers will receive an in session email telling them why the merchant was rejected.

Prohibited merchants have legal ramifications, such as jail time, that could result from a missing or late payment and therefore we do not allow those types of payments to be made via the online bill payment system. Payees outside the US are not supported because our system does not support foreign addresses.

Some prohibited merchants include:

• Tax entities (IRS, state and local tax authorities)*
• Collection agencies*
• Court ordered payments*
• Payees outside the U.S.* 

What payments are allowed, but not covered under Payment Guarantee?

• Payees with Armed Forces postal codes (AP, AE)
• Payments to settle securities transactions
• Payoffs on “special financing” transactions
• Payments to credit counseling agencies who pay creditors on behalf of a customer/member
• Unprocessed payments due to debit failures

These are excluded from the payment guarantee for a variety of reasons. With AP and AE codes there are no postal guideline to follow for how long a 1st class postage letter will take to arrive at its destination. 'Securities settlements have strict time limits (3 days) to settle and our check payments require the customer to allow 5 days for the payment to be received. Additionally the credit union will not be held responsible for any losses resulting in a stock purchase that was not settled on time. Special financing situations can result in late fees and payment of back interest is the payment is not posted before the due date. For your protection, we recommend paying off these transactions in person or via certified mail to ensure proper posting. If a payment were to fail due to NSF, the payment would be retried on the next business day. If the payment is successful on the second try but results in a late fee, that payment is not covered under the payment guarantee. Even though the payment was scheduled properly, the funds were not available on the originally scheduled date and therefore the payment is not covered.
 

Why did some of my old deleted payees show up in the new bill pay service?

We began our conversion process back in April 2010. If you deleted any payees between April and September, it is possible that they were carried over to the new service.

My Verizon payment did not come over. Why not?

Verizon requires a 15 digit account number. Many of our members did not have the full 15 digits in their bill pay record. Because of this, we were not able to load  Verizon information in many cases. You will need to set up Verizon again using your 15-digit account number.

Why do I have to accept the Online Banking disclosure again? I had already accepted this when I enrolled originally.

As part of the first time login process, you must accept our new disclosure. We have updated this to include the new features of the system including external transfers, new types of transactions and prohibited payees.