Frequently Asked Questions
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- What is an automatic payment?
Set up an automatic payment and we will automatically schedule and send out your payments based on your specific instructions. We will notify you each time a payment is scheduled, and you can always edit or cancel your payments at any time. There are two types of automatic payments: Standard Automatic Payments – simply tell us how much to send and how often, and we will take care of the rest. Automatic Payment Based on E-Bills – if you receive an e-bill from your payee, we can automatically set up a payment once your bill arrives. You have many options when making payments based on an e-bill such as “pay only the minimum due” or “pay total balance of bill.” You can even create custom rules to tell us how to pay your bill.
- Are my online bill pay transactions reflected as online banking transactions?
All online bill pay transactions become part of the online banking transaction history and show up in personal financial management applications when the transaction history is downloaded.
- How do I edit a scheduled payment?
You can edit any scheduled payment up until the time we begin to process it for payment. To edit a scheduled payment: Locate the payment in the Scheduled Payments section of the Receipt area and click its corresponding Edit icon. A pop-up will display allowing you to change the payment’s: Send-on date (Use the calendar widget to help determine available dates), Payment Amount, Funding account from which you are paying (if you have more than one), Payment category, Payment memo, -dd or edit a personal note to your payment, Click “Save Changes.”
- How do I determine the status of my payments?
There are several statuses associated with a payment as it goes through its lifecycle. Following is an explanation of the various statuses. Scheduled: Represents a payment that has been scheduled to be processed on a future date. A payment in this status is eligible to be edited or canceled. In Process: Represents a transaction that is currently being processed and can no longer be edited or canceled. Sent: Represents a check payment where the check has been printed and mailed. Cleared: Represents a check payment where the check has been received and negotiated by the payee.Completed: Represents an electronic payment where the payment has been delivered to the payee. Canceled: Represents a payment that you canceled. Stopped: Represents a payment made by check where a stop payment has been placed on the check either at your request or by us because the biller has not received the payment. Suspended: This is a temporary status that can be placed on a payment while we research a potentially invalid delivery address. Declined: Represents a payment where after additional review, it is determined that the delivery address provided for the payee is not a deliverable address. Failed: Generally represents an electronic payment where the payee has returned the credit attempt. A reason this might happen is if the payee does not recognize the account number sent in the payment instructions. Insufficient funds: The account from which a payment is being made does not have sufficient funds. Returned: Generally represents a check payment returned by the Post Office because it could not be delivered, or it’s returned by the payee – possibly due to an overpayment. Hold: A payment may temporarily be placed in this status while we are conducting an internal review of the payment request. We will notify you if we have any problems processing your payment request.
- How do I set up an e-bill?
To sign up, click on the Get e-bill link, or click on the payee’s Option button. The Options window will open directly to the e-bill enrollment page. You will be presented with a short form to fill out. In some cases, all we need to know is your normal billing cycle (so we can notify you if we don’t receive a bill within the normal billing period). In other cases we might ask a few additional questions. Simply fill out the form and click the Get your e-bill delivered here button.
- What is online bill pay?
Online bill pay is Ascend’s free electronic bill payment service.
- What if I do not have sufficient funds on the day FIS, the credit union's bill pay provider, debits my account?
When we make a payment on your behalf, funds will be debited from your funding account one to two days after the payment’s “Send on” date. If funds are not available in your account when we attempt to make the debit, your bill pay account will be blocked and you will be notified via email. During the period of time your account is blocked, we will not process any of your scheduled payments. You will also not be able to schedule any new payments or set up any automatic payment rules during this period. Once your account becomes unblocked, we will resume making your scheduled payments. You will need to reschedule any payments that were canceled while your account was blocked. In an effort to unblock your account, we will attempt a second debit. If the second debit attempt is successful, your account will be unblocked within three business days. If the second attempt fails, a third attempt to debit the funds from your account will be made. If the third attempt is successful, your account will be unblocked within three business days. If the third attempt is unsuccessful, we will attempt to contact you to resolve the issue. During the period of time your account is blocked, we will not process any of your scheduled payments. You will also not be able to schedule any new payments or set up any automatic payment rules during this period. Once your account becomes unblocked, we will resume making your scheduled payments. You will need to reschedule any payments that were canceled while your account was blocked. Note: We have a relationship with some of our billers we pay frequently that allows us to pull a payment back from them. We call these “reversible billers.” If we are unsuccessful in debiting your funding account on our second attempt, we will pull the funds back from the biller. Once we pull the funds back from your payee, your account will immediately be unblocked and you will need to issue another payment to your payee.