Bill Pay Frequently Asked Questions – FAQs

GENERAL

What is Bill Pay?
Bill Pay is an online bill payment system that allows our customers to send an ELECTRONIC or CHECK remittance to any business or person within the United States. Apply Securely Online.

Is there a fee for Bill Pay?
Bill Pay is free to all account holders. HNB pays the fee. Bill Pay service will be suspended after 90 days of inactivity

Can I sign up for Bill Pay and not have NetTeller?
No. Bill Pay works in conjunction with NetTeller. You need NetTeller to be able to use Bill Pay.

What Alerts can I setup in Bill Pay?
When a Bill Payment is paid, failed or rejected and when a payee change between check and electronic. You can set up these alerts by navigating to the Options tab, going to Alerts, and clicking Edit Event Alerts.

ACCOUNTS

Can I set up payments to come out of my savings account?
No, Bill Pay is for checking only.

How do I add additional accounts for Bill Pay?
After successfully signing on to Net Teller, click on the Bill Pay tab, then click the Add Account option. Once all eligible accounts have been added, the Add Account option will disappear.

I have added an account for Bill Pay and now I want to remove it. How do I do that?
There is no option for you to remove added accounts. Call, visit or send a secure message through Net Teller to us and we will remove the accounts. You can send a secure message by clicking on contact in the upper right hand corner on the Netteller screen then clicking new message.

PAYEES

Whom can I pay through Online Bill Payment?
You may pay anyone with an established United States address.

Are there any merchants that I cannot pay through the Bill Payment service?
No. Any merchant that is on ELECTRONIC payee database can go electronically. If a merchant is not on the list you may send the payment as a CHECK. Make sure that you enter your merchant account number exactly the way it appears on your bill. If you choose a merchant on the electronic database that requires an address match, choose the correct remittance address listed on your bill.

How many payees can be set up?
At this time, there is no limit to the number of payees you can have.

Can an existing payee that is already set up be edited?
Check payees: Anything about the payee can be changed.
Electronic payees: The only thing that can be edited on an existing payee is the alias name on the payee and the account number. If you want to change any other information the payee, a new one should be created. If you delete the old payee information, any history will be deleted as well.

Can I delete payees?
Yes. If there are payments scheduled for the payees being deleted, the NetTeller system will warn the customer that outstanding payments exist. The customer can then finalize the deletion by clicking the Delete Payee & Payments button.

How do I know if a payee is electronic or check?
Once you have set up the payee, then you can look at the PAYEE LIST screen and you will see a field that will tell you if the payee is ELECTRONIC or CHECK. Customers can setup alerts under the Options tab to display an alert when a payee switches from CHECK to ELECTRONIC or from ELECTRONIC to CHECK.

PAYMENTS

When and how are the payments processed?
Recurring or one time payments submitted before 3:00 AM EST Monday-Friday will be processed at 3:00 AM EST. Payments submitted between 3:00 AM EST and 1:00 PM EST will be processed at 1:00 PM EST. Payments received after 1:00 PM EST on Monday-Thursday will be processed the next business day. Payments received after 1:00 PM EST on Friday will be processed the next business day. All payments scheduled to be paid on a weekend will be processed on the processing day before the weekend. All payments scheduled to go on a holiday will be processed the day before that date. Payments entered on the weekend, recurring or one time, will be processed on the next business day.

How far in advance should I set up a payment to ensure it is paid on time?
ELECTRONIC PAYMENT, allow 3 to 5 business days from when the payment is submitted.
CHECK PAYMENT, the check will be in the mail from Oklahoma City, OK on the same day the payment is submitted if it is submitted before the 3:00 AM processing. If the check payment is entered before 1:00 PM EST, the check will be mailed the following morning. Allow 5 to 10 business days for a check payment. Please note that we have no control over the U.S. Postal Service.

Is there a minimum payment amount?
No. There must be available funds to cover any scheduled payments.

Is there a maximum payment amounts?
ELECTRONIC payments are validated against the available account balance prior to processing with a maximum limit of $500,000.00. Check payments maximum limit is $9,999,999.99.

Can I have multiple payments to the same payee on the same day?
Yes.

Can I stop a payment?
Only check payments can be stopped after the check is printed and mailed, payment history will show the check number for that payment. The stop payment would be added in the same manner as for a regular check written out of your checkbook. Stop payment fess will apply.

Can I postdate a single payment?
Yes. Just set the payment date for a valid future date.

When will the money be taken out of my account?
For an ELECTRONIC PAYMENT, funds are debited the same day that the payment is sent, providing it is sent by 1:00 PM EST. ELECTRONIC payments submitted after 1:00 PM EST are debited the next day during bill pay processing. CHECK payment funds are debited from the account when the check clears your account here at HNB.

What if I do not have enough money in my account?
CHECK payments are handled in the same manner as a check written out of your checkbook against an insufficient balance.
ELECTRONIC payments are verified for funds availability during processing. If the funds are available, the account that you selected for the payment will be debited and the information sent on to the electronic vendor for processing. If the funds are not available, the payment will not be processed and you will receive a message to inform you that the payment could not be sent due to insufficient funds. Each day the payment will be resubmitted for you until either you delete the payment or the funds are in the account to make the payment.

How late in the day can I enter, edit, or delete a payment?
You may add, edit, or delete a payment up to 3:00 AM EST on the day the payment is scheduled to be sent. If a same day payment is submitted between 3:00 AM EST and 1:00 PM EST it may be edited up until 1:00 PM EST.

How do I know if my payment was sent?
You can view the history and check the status of a payment. Also, you can establish an alert that notifies you when the payment is processed. To do this, log into NetTeller, navigates to the Options tab, go to Alerts, click Edit Event Alerts, and select Bill Payments Paid. Then on the individual payment, select the Alert when payment is processed box, found on the Add Payment page or by going to Edit on a scheduled payment.

What do the status fields indicate on the Payment History Page?
Processed – The payment has been processed and sent.
Rejected NSF-The payment that you have tried sending has rejected due to Non-sufficient funds. The service will continue to check the balance and send the payment until -

  • the funds become available
  • the recurring payment expires, or
  • you delete the payment.

Communication Failure -There was an error due to communication problems. The payment will try again during the next processing run.
Vendor Refund - Payment rejected by the electronic vendor.

SCHEDULED PAYMENTS

What payment frequencies are available?
You can set up payments in any of the following frequencies: Weekly, Bi-weekly, Monthly, Semi-monthly, Quarterly, Annually, Semi-annually.

What happens if I have a scheduled payment that falls over a weekend or holiday?
If a scheduled payment falls on a holiday or weekend, it will be paid on the Friday BEFORE the weekend, or the last working day BEFORE the holiday.

Can I postdate recurring payments?
If a monthly recurring payment is set up to be paid on the 15th and the current date is November 12th, a payment will be scheduled for the month of November and set up to occur the 15th of every month until the end date is reached. However, if the payment is set up to be paid on the 15th and the current date is November 16th, the first payment will occur on December 15th.

FUNDS AVAILABILITY

When will the money be taken out of my account?
FOR ELECTRONIC PAYMENTS: Funds are deducted at the time the payment is processed.
FOR CHECK PAYMENTS: Funds are not deducted from the customer’s account until the check comes back to HNB and clears.

MISCELLANEOUS

How long is history retained in the View Payment History section?
Payment history for active and deleted payees is retained and viewable 19 months.

Can I send a memo with my payment?
Yes, a memo can appear on check payments. The memo field is 40 characters long. Any information longer than 40 characters will be cut off. Memo field information does not appear on electronic payments.

Can I get a copy of a payment made by check?
Yes. Once a bill pay check clears, the image may be available in the accounts transaction list in NetTeller

What does “Bill Payment Trans to Credit Relation” mean when it appears in the description line of NetTeller?
This appears when transaction will is being paid from the account today but the description will not be filled in until the end of processing that night.