Products | Electronic Services | MetroWeb Bill Pay | Frequently Asked Questions

MetroWeb Bill Pay Help & FAQ

If you want more information or need help using MetroWeb Bill Pay:

• Click here to view a video demonstration
• Check our list of frequently asked questions
• During your bill pay session, click the Help link on any screen for information specific to the current screen and to access the index of all online help topics

Getting Started | Payees | Making Payments | eBills | Money HQ

Getting Started

Q: What is Columbus Metro's MetroWeb Bill Pay? Back to top

A: MetroWeb Bill Pay is a quick and easy way to pay your bills without writing checks. To use the service, you'll set up a list of payees — these are individuals and companies to which you make payments. To pay a bill, simply log on to Bill Pay and select a payee, then enter the amount and the payment date. The payment will be deducted from your checking account and delivered to the designated payee either electronically or by check on the date you specify.

Q: What are the requirements for MetroWeb Bill Pay? Back to top

A: To use MetroWeb Bill Pay, you must have a Columbus Metro checking account and utilize MetroWeb, Columbus Metro's 24-hour Internet branch.

Q: How do I get started using MetroWeb Bill Pay? Back to top

A: First, complete the MetroWeb Bill Pay application and return it to the credit union. Once we've enabled your account (allow one to two business days), we'll send you a welcome e-mail with your temporary password and instructions for logging on for the first time.

Q: What web browsers are supported by MetroWeb Bill Pay? Back to top

A: MetroWeb Bill Pay supports the following web browsers as of July 25, 2012::

• For Windows - Chrome 18 and above, Firefox 3.5 and above, Internet Explorer 7 and above

• For Macintosh - Safari 5 and above

Please note: If you do not see your browser listed above, it does not mean that you cannot use MetroWeb Bill Pay. It does, however, mean that you may not experience optimum performance and technical support may not be available.

Q: Can I export my bill pay activity to my financial management software (Quicken, etc.)? Back to top

A: Yes, you can export information from Bill Pay and load it into Quicken^® and Microsoft Money^®. The transactions can be exported into a .qif or a CSV file. Older versions of Quicken software (2004 and earlier) and Microsoft Money can import a .qif formatted file. CSV (Comma Separated Value) files can be opened by Microsoft Excel^® and other financial and spreadsheet applications.

Payees

Q: How can do I set up a payee? Back to top

A: After you've logged on to MetroWeb Bill Pay, select the Bill Pay tab, then select Payees and click on the Add Payee link. You can add one from the list of commonly-used payees or create your own.

You can set up a payee and schedule a payment to that payee in the same bill pay session. If information about the payee cannot be verified or is incorrect, you will be notified via the online message service to correct the payee information and reschedule the payment.

Q: What if all the Payee information doesn't fit into the form? Back to top

A: Use the Comments section of the payee form to submit additional information.

Q: How many payees can I have? Back to top

A: You may have an unlimited number of payees.

Q: Are there any payees that are prohibited? Back to top

A: You may not use MetroWeb Bill Pay for the following types of merchants:

• Tax or other government entities (utility payments to government agencies are permitted);

• Collection agencies;

• Court-ordered payments such as alimony, child support, speeding tickets, etc.; and

• Payments to payees outside the United States.
  

Payments identified as one of those outlined above will not be processed and will be returned.

Additionally, the following payment types may be associated with late payments due to the additional documentation that may be required:

• Payments to payees located in Armed Forces postal codes such as AE and AP;

• Payments to settle securities transactions; and

• Payments to pay off "special financing" transactions.

These payments will be processed, but we cannot be responsible for any fees associated with delayed or unprocessed payments by the merchant.

Making Payments

Q: What are my options for scheduling payments? Back to top

A: You have three options for scheduling payments:

1. One time — A single payment to a payee, delivered on the date you specify.
2. Recurring — Multiple payments delivered to a single payee at regular intervals (weekly or monthly, for example). You will specify both a starting and ending date for your recurring transactions.
3. Expedited — A single payment that is submitted and posted to the merchant same-day. Expedited payments are available for a select group of merchants and are $9.95 each. Availability of expedited payments is indicated when you choose your "deliver by" date.

Q: Are my bills paid electronically or by check? Back to top

A: It depends on the payee, but the majority of payments are made electronically.

Q: How long does it take for a payment to be delivered? Back to top

A: Once funds have been withdrawn from your account, it takes one (1) business day for an electronic payment to be delivered and four (4) business days for payments made by check. Expedited payments are delivered either the same business day or the next business day, depending on the merchant. Your account will be debited on the "send on" date that is automatically calculated when you specify a "deliver by" date.

Keep these time frames in mind when you schedule payments to ensure that they arrive before the due date.

Q: Can I cancel a bill payment? Back to top

A: Yes, you can change the payment date and/or amount for payments that you already scheduled. A couple of exceptions apply:

• If you submitted a payment and the "Send On" date is today, you may only change that payment during the session that you submitted it.
• Expedited payments cannot be modified or deleted once they are submitted.
• If you want to change the payee for a scheduled payment, you must first delete the payment and then schedule a new payment to a different payee.

Q: How are bill pay transactions processed? Back to top

A: Bill Pay transactions are processed through the ATM network. Each time you log on to Bill Pay, the system will perform an ATM inquiry to determine your available checking account balance; this is the balance displayed during your Bill Pay session. The next time you view your checking account history on MetroWeb, you'll see a comment on your account that says "ATM INQ MetroWeb Bill Pay Chantilly VA." [NOTE: The very first time you log on to MetroWeb Bill Pay, you will see two inquiries on your account.] When the funds are debited from your account, the transaction description will be "ATM Withdrawal" with the comment "[Payee Name]."

If multiple bill payments are sent on the same day, the amount of each payment will be debited separately.

Q: Does scheduling a payment put a hold on my account ? Back to top

A: No. Scheduling a payment does not place a hold on your account for those funds. The funds for Expedited payments are deducted from your account as soon as you schedule the payment. Funds for all other payments may be debited at any time after 12:00 a.m. on the "send on" date. We recommend that you enter transactions in your check register as soon as you schedule a bill payment.

Q: Do MetroWeb Bill Pay transactions access my overdraft from savings or line of credit? Back to top

A: No, MetroWeb Bill Pay will not automatically access your overdraft from savings or line of credit. If you need funds from your savings account or line of credit to cover a payment, please use MetroWeb to make that transfer before you log on to Bill Pay and schedule the payment.

Q: Do MetroWeb Bill Pay transactions access Courtesy Pay? Back to top

A: No, Courtesy Pay will not cover bill payments. Courtesy Pay is not available for ATM transactions, and bill payments are processed via the ATM network.

Q: What if I don't have sufficient funds to cover a scheduled payment? Back to top

A: If funds aren't available in your account on the scheduled "send on" date, the payment will not be made. The system will make a second attempt 24 hours later. If funds aren't available then, no future attempts will be made, and you will be sent both an e-mail and an in-session message about the failed payment. You will not be charged an insufficient funds fee; the bill simply won't be paid.

Remember, Courtesy Pay and overdraft transfers are not available for MetroWeb Bill Pay transactions. If you need funds from your savings account or line of credit to cover a bill payment, use MetroWeb to transfer those funds before the scheduled "send on" date.

Q: Is there any sort of guarantee that my payment(s) will be made on time? Back to top

A: Yes. If a properly scheduled payment isn't posted on time, we'll see that late fees and finance charges are removed by the merchant, or we'll pay them. (Please refer to the MetroWeb Bill Pay disclosure for complete details on the payment guarantee.)

eBills

Q. What is eBills? Back to top

A: eBills allows you to receive electronic summaries of your bills online and pay them using MetroWeb Bill Pay. eBills simplifies the bill paying process, because you don't have to log on to the payee's site to view your bill and then log on to Bill Pay to pay it. You can both view and pay your bill within Bill Pay.

Q. How much does eBills cost? Back to top

A: There is no charge for eBills. Previously, this service was only available as part of Money HQ, which is $4.95 a month. eBills is now free with our standard bill pay service.

Q. Can I receive eBills for all of my payees? Back to top

A: Not every payee offers eBills. If a payee offers eBills, you must already be enrolled for online access at the payee's site in order to use the eBills feature.

To see which payees offer eBills, simply log on to bill pay and click on the Bill Pay tab. On the Payment Center screen, there is a column labeled eBills. If the payee is eligible for eBills, you will see a blue Enroll link beside the payee name.

Q. How do I sign up? Back to top

A: Simply click on the Enroll link next to an eligible payee on the Payees, Payment Center or eBills screen. First, you will be presented with the eBills terms and conditions. Then you will be asked to enter your login credentials for the payee's online service.

Q. How will I know if an eBill is available? Back to top

A: Once you enroll in eBills, the payee Web site will be checked daily to see if a new bill is available. The Payees, Payment Center and eBills screens will indicate when a new eBill is available. You can also set up several alerts for your eBills; just click on the Account Services tab and go to the Manage Alerts section.

When you receive an eBill, you will have the option to pay it, view it and/or file it.

Money HQ

Q. What is Money HQ? Back to top

A: Money HQ^SM is an optional, add-on service that allows you to manage your accounts with third parties such as banks, other credit unions, brokerages and credit card providers via Columbus Metro's MetroWeb Bill Pay service. With Money HQ, you can:

• Electronically transfer funds between your Columbus Metro FCU account and your accounts at other financial institutions

• View your account balances and other information for accounts at other financial institutions

• Set up various account alerts

• Track your spending using the Money HQ Personal Finance Manager

You can access the Money HQ service by clicking any of the Money HQ tabs within MetroWeb Bill Pay.

Q: Is there a fee for Money HQ? Back to top

A: While MetroWeb Bill Pay is free, Money HQ is an optional, add-on service, and there is a monthly fee of $4.95. Your first five standard transfers in any month are included in the monthly service fee; each additional standard transfer is $1.50. Next-day transfers cost an additional $8.95 each.

Monthly service and standard transfer fees for the Money HQ service will be deducted from your checking account on the 26^th day of each month. If the total of these fees exceeds $14.95, you will be provided notice of the total 10 days prior to the due date. Fees for next-day transfers will be deducted from the account you are transferring funds from at the time of the transfer.

Q: How do I sign up for Money HQ? Back to top

A: To sign up for Money HQ, click any of the Money HQ tabs within MetroWeb Bill Pay and follow the prompts.

PLEASE NOTE: If you sign up for Money HQ, you will be asked to enter your account number to enable electronic fund transfers between institutions. Please enter the 14-digit account number that can be found on the MICR line of your checks. Entering an improper account number may delay the availability of the Money HQ service.

Q: How do I cancel the Money HQ service? Back to top

A: You may cancel your Money HQ service at any time by clicking the Account Services tab and selecting the Unsubscribe Money HQ link under the My Profile heading. Your access to the services provided through Money HQ will be immediately terminated.

© 2001 Columbus Metro Federal Credit Union