Bill Pay - Frequently Asked Questions

1. How much does Bill Pay cost?  

2. When will my payments be processed?

3. Should the payment date or process date be the same as the payment due date?

4. How soon are the funds actually taken out of my account?

5. Why does it take up to 5 to 7 days to process payments?

6. Who can I pay?

7. Who can’t I pay?

8. How will the payments be made?

9. Can I pay bills from my savings account?

10. What methods of support are available with the new Bill Pay module?

11. I paid a bill using Online Banking and the payee claims they never received the payment. What do I do?

12. I need a copy of a Bill Pay check. How do I get one?

13. What should I do if my payee returns an uncashed Bill Pay check to me?

14. What if my browser is not compatible with the upgraded Bill Pay product?

15. Will I need to make any changes to my computer settings?

16. I have a pop-up blocker on my PC. Will this create any issues when processing my Bill Payments?

17. Will Bill Pay access my overdraft protection?

18. What if I do not have overdraft protection?

19. Should I set up a Bill Payment for my Overdraft Account?

20. What happens in the event I do not have enough funds in my account?

21. Is my personal information secure on the Internet?

22. Where can I get more information?

 

1. How much does Bill Pay cost?

Online Banking and Bill Pay are free with our checking accounts.

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2. When will my payments be processed?

Your payments will be debited from your account and processed on the “PROCESS” date that you select.

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3. Should the payment due date be the process date or the payment date? 

You should allow for sufficient time for the funds to be delivered and to reach their intended party or business entity, so enter a process date that is at least five (5) business days before the actual due date. 

If your payee is receiving paper based payments then set your process date to seven to ten (7 - 10) business days prior to the due date.   

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4. How soon are the funds actually taken out of my account?

Your account will be debited on the process date you set. The actual payment process will begin the following business day. Payment is sent to the vendor within 1 to 3 business days after scheduling a payment.

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5. Why does it take up to 5 to 7 days to process payments?

Although a number of your payees accept payments electronically, many do not. For those that do not accept electronic payments, we must send a paper check to that payee through the U.S. mail. Once the payee receives it, it may also take a day or so for that payee to process the check and post it to your account. Even for electronic payments, it may take two or three days for your payment to be received and posted. 

By allowing a few days for processing and delivery, you assure that your bills are delivered on time.

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6. Who can I pay?

You can pay almost anyone with a valid address within the United States, from your long distance phone company to the paperboy.

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7. Who can’t I pay?

With Bill Pay you may not make a payment of payroll or employee benefits, payments to settle securities purchases, payments to interest-bearing or other depository accounts, alimony, maintenance, child support, liens, taxes or other governmental fees or court-ordered payments. 

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8. How will the payments be made?

There are two methods of payment which is decided by the payee:

1) Electronic - An electronic transfer to your payee 2 to 5 business days after the payment is taken out of your account. 

2) Laser Check Draft - A paper check is sent to your payee by mail. This check includes your name and address, along with your account number with the vendor.

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9. Can I pay bills from my savings account? 

Only checking account holders are eligible to enroll in and initiate Bill Payments.

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10. What methods of support are available with the new Bill Pay Module?

You can email support at any time. From Monday through Friday 7:30 AM - 11:00 PM: "Live Chat" is available, or call us at (877) 285-4285.

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11. I paid a bill using Online Banking and the payee claims they never received the payment. What do I do?

Remember, not receiving credit does not mean the vendor has not received the payment. Some vendors cannot process third party Bill Payments in an efficient manner and forward these to a different payment department. You need to allow at least 10 days for your payee to receive and process your payment. If you receive a late notice, call the payee directly to ensure your payment and late notice did not cross in the mail. If your payee still has not posted the payment to your account, call Commerce Bank Bill Pay subscriber services at (877) 285-4285.

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12.  I need a copy of a Bill Pay check. How do I get one?

Copies of cancelled checks can only be provided to the vendor or person the payment was sent to. Call Commerce Bank Bill Pay subscriber services at (877) 285-4285 with the details of your request. Our subscriber services department will provide the information or documents to the vendor as soon as possible. (A nominal duplication fee may be applicable.)

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13.. What should I do if my payee returns an uncashed Bill Pay check to me?

Just call Bill Pay support at (877) 285-4285 and ask them to place a STOP PAYMENT on that item. There will not be a charge for this service. A refund will be credited to your account and should arrive in 2 to 3 days. 

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14. What if my browser is not compatible with the upgraded Bill Pay module? 

If you can successfully logon to our Online banking product, then you should not have any problems. However, if you do have problems, then start your troubleshooting by trying calling Bill Pay support at (877) 285-4285.

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15. Will I need to make any changes to my computer settings?

If your “Internet Options” require any changes, the Bill Pay site browser compatibility check will provide instructions. 

For additional technical support, please contact Bill Pay support at (877) 285-4285.

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16. I have a pop-up blocker on my PC, will this create any issues when processing my Bill Payments?

The Bill Payment module utilizes enhanced features and tools which call for a separate window to open. Disallowing pop-up windows to occur while using the Bill Pay Module may keep certain features from functioning properly. You should set an exception for our site or you may want to consider turning off your Pop-Up blocker while visiting the Bill Pay module.

For additional technical support, please contact Bill Pay support at (877) 285-4285.

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17. Will Bill Pay access my overdraft protection?

Yes, Mane-Link will advance what is available to cover scheduled payments if your available balance is inadequate. Remember, we will not process a payment that will overdraw your account without advancing against your reserve line.

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18. What if I do NOT have overdraft protection?

Commerce will process your point of sale and paper checks item first, then process any scheduled payments you have established. This may result in a Non-Sufficient Funds charge to your account if you do not have enough funds to cover both Bill Payments and presented paper items.

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19. Should I set up a Bill Payment for my Overdraft Account?

Since you can make immediate “Transfers” to your overdraft, we will not process bill payments for overdraft accounts.

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20. What happens in the event I do not have enough funds in my account?

Will there be a Non-Sufficient Funds fee?  

As with any checking account, if the available balance is insufficient to cover the amount of your Bill Payment request, there will be a non-sufficient funds fee imposed. Please see your Commerce Bank Schedule of Fees available in the local branch offices.

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21. Is my information secure on the Internet?

Yes, account transmissions between you and Commerce Bank are encrypted.

We require your browser to be “128-bit secure.” This is the highest form of encryption available to the consumer and allows us to ensure secure access to all account information. 

Only bank customers with an account and a password, which you control, can gain access to this information. You have the option to change your own password as often as you like. 

All users should also review our consumer awareness pages for additional information on how to stay safe while online, as well as information concerning identity theft, spyware and “phishing.”

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22. Where can I get more information?  

Many questions can be answered by our friendly and knowledgeable Commerce Bank Online Banking support specialists. They are available:

Monday through Friday 8:00 AM - 5:00 PM by calling: (508) 797-6921 or (508) 791-9656, or email us.

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