Bill Pay Questions
If you have any questions on your payments you can call the Heritage Bill Pay Support line at 888-432-8496, Monday – Fridays from 8 AM to 5 PM.
Quick Start Tips for Bill Pay
You must enable pop-ups to use Bill Pay. To do this, go through the "Tools" section within your browser and turn off your pop-up blocker. A white attention bar may appear at the top of your browser-you can also right click on this bar to enable your pop-ups.
Click here to watch the Bill Pay demo.
FAQs
Q What has changed?
A Most of the change will be visual. You will have all of the same options as before such as add/edit payees, enter one-time or recurring payments, review payment status, and search your history but the screens and titles may look a little different.
Q Will I have to sign up again for the Bill Pay ?
A No. Existing users can access Bill Pay the same way as before through the Heritage Web Branch. Members will have to accept a new disclosure to begin but there is no sign up process.
Q Will I have to set up all of my payees again?
A No. All payee data will remain. It will be important that you check the data you entered in Bill Pay to your statements prior to July 20th to ensure it is correct so payments are not returned. This is called “scrubbing” your data.
Q I have never had a returned bill before, why would I need to verify (scrub) my payee data?
A Even if you have not had payments returned, creditors can occasionally change payment addresses or account number information and send notice only to bill pay service. Changes are updated only on their processing records, not your personal records. Only the data input by our members is available in the system upgrades on July 20th so you should be sure all of your payee data is correct or you may have payments returned, leaving you with late fees charged by the creditor.
Q Will there be an interruption in service?
A Downtime for updates will be minimal. The current bill payment system will not be available on July 20th at approximately 9 AM. Payments entered before the system is disconnected will be paid as usual. You will be able to pay bills again on the morning of July 21st.
Q Will I have to set up all my payments again?
A No. All payment data will be available. This includes both one-time and recurring payments.
Q What if I had a payment scheduled for the 20?
A If the payment was scheduled to be paid on the 20th or you enter a new payment for the 20th before the system is down for maintenance, it will be sent that day. Payments scheduled for the 21st or later will all be paid as normal.
Q How will I know if my scheduled payments were made?
A Check the history of your checking account in home banking. Histories of payments made in the new Bill Pay will start on July 20th.
Q Who do I call if I have questions on payments made prior to July 20th?
A Call our Bill Payment Support line at 888-432-8496, Monday-Friday from 8am – 5pm or email us at billpay@heritagecu.org.
Q Who do I call if I have questions on payments made after July 20th?
A It is the same number. Call our Bill Payment Support line at 888-432-8496, Monday-Friday from 8am – 5pm or email us at billpay@heritagecu.org.
Q Will I still have Bill Pay histories in home banking?
A Yes. If you track bills that are paid in through our Web Branch in home banking, you will see no change. All checking histories will continue to be available as usual.
Q Will I still have payment guarantee?
A Yes. Payment guarantee has not changed. If payments are not made as a result of the posting process and have been submitted within the time-frame specified for the payment type, the guarantee covers payments up to $99,999 and is limited to late fees and finance fees.
Q Can I send payments overnight if I am short on time?
A No. We currently do not have an expedited payment option.
Q Can I download info to Quicken from Bill Pay?
A Not directly from Bill Pay but Quicken downloads are not available in our Heritage home banking as of July 1, 2011. This allows members to download ALL of their checking histories including Bill Pay payments.
Q Check images are now available in Bill Pay?
A Yes, for any payments that are made using checks. Members can access it by clicking on the check number in history for any checks processed after July 20th.
Q The upgrade uses WITHDRAWAL date instead of DELIVERY date. How does this change the process?
The amount of the time to make the payment is the same but rather than counting backwards you will be counting forward when they enter the payment date. This helps you plan a little better so you don’t enter a delivery date that is not possible. Use the calendar button to help determine which day to withdraw the funds. For electronic payments use 2 business days prior to the DUE Date and 5 business days for checks.
Notes when counting business days:
Saturday and Sundays are not a business day for all creditors, so to be safe don't count it.
HCU payments are sent at 8:00 pm (Sun - Fri). Payments entered prior to 8pm will be withdrawn that night and processed the next morning. Payments after 8 PM do not get withdrawn until the next day at 8 PM. The withdrawal date starts the count. Once received electronically or in the mail, creditors with post the payments. For electronic payments, use 2 business days. For payments made by check, use 5 business days.
Q Is there a demo available on the upgrades?
A Yes. A bill pay demo will be available on our web site.
Q When will mobile bill pay be available?
A Mobile banking will be offered to members in August. We are anticipating adding an app for mobile bill pay for iPhone and Android apps sometime this fall.
