Enrollment Information

How do I enroll in Bill Pay?
Simply complete the online application form and submit it with a click!

Do I need to be registered for Personal Online Banking to use Bill Pay?
Yes. For your safety, Bill Pay is located on the secure Internet Banking platform. You then need only one password for both Internet Banking and Bill Pay.

From which account will my payments be made?
Your Bill Pay payments must be deducted from a checking account that you designate prior to initiating a bill.

Getting Started

When can I begin paying bills through Bill Pay?
You may begin using Bill Pay once you set everything up.

Who can I pay with Bill Pay?
You can pay practically anyone using Bill Payment: charge accounts, utilities, auto loans, even your doctor or day-care center. There are, however, organizations that will not accept payments via Bill Payment, such as the IRS and other taxing entities.

How do I set up a merchant?
Click on the Add/Edit Merchant button, complete the required fields for your new merchant and click on the “Add Payee” button. For more detailed information, read the online Bill Pay Registration Tutorial. Please use care when setting up your merchant. Once you submit your entry, the address cannot be edited (see next question).

What if my Merchant Account ID does not match when trying to select a payee from the database?
When the Account Holder tries to set up a payee and does a search there may be several payees that appear identical. When they select the first one they may encounter an error that the Merchant ID is not correct. The reason for this is because some corporations have different Payment Centers within the same building. You need to find the correct Merchant Account or enter the payee as an unlisted payee.

What if my Merchant’s address changes?
If your Merchant’s address changes, you must treat it as a “new” and add a brand new Merchant record. By doing this, you will then have two merchant records–the old and the new. You may delete the “old” record, BUT doing so will delete your payment history for that merchant. In order to maintain your payment history, simple keep the “old” merchant record in your database, but make payments through the “new” record.

Can I set up Bill Pay to send recurring payments?
Yes. Simply complete the “Recurring Payments” section on your Merchant information screen. All recurring payments will be marked with a symbol. Remember that once you set up a recurring payment, the same amount will automatically be sent every month until you edit or delete the payment.

Bill Pay Process

How does the payment post to my account and appear on my statement?
Payments are deducted from your checking account shortly after they are processed. It will appear on your statement as a paper draft or electronic debit.

How is the payment sent to my merchant?
If a merchant will accept electronic payments, your bills will be paid electronically. However, merchants who cannot accept payments electronically will receive a check through the mail.

Why do I need a confirmation number for each payment?
The confirmation number is noted on each transaction you make and is needed when you make a research request from Fiserv. It will allow them to identify which specific payment requires attention.

General Information and Assistance

How can I check if merchants have received payment?
You can contact your merchant to review your next month’s statement to determine if payment has been received.

Who is Fiserv, and why would I call them?
Fiserv processes the electronic payments and checks for our Bill Pay payment program. When you need to stop payment on a check, request a copy of a check, research a past payment or require other types of assistance, Fiserv member service department will assist you.

How do I stop payment on a check? Does it cost me anything to make a stop payment?
When you need to make a stop payment, you can submit your request to The Bank of Fincastle by calling 540-473-2761. You will be charged a service fee for a stop payment, which will be deducted from your designated account when your monthly fee is deducted. For full information about stop payment orders, please view online The Bank of Fincastle Internet Banking Disclosure and Bill Payment Disclosure and Agreement.

Error Messages / Occurrences

What if I do not have enough funds in my account when payments are posted?
If your account does not have sufficient funds at the time your payments are posted, your payments will be designated as non-sufficient funds (NSF) transactions. Your account will be assessed after each NSF item. The fee charged by Fiserv will be assessed on your account at the time your monthly Bill Pay service fee is debited. For full information about NSF transactions, please view the online Disclosure Statement.

What does it mean if I get an error message?
When this message appears while in the Bill Pay platform, we may have lost connection with Fiserv Data Services temporarily. Please try again later.

Why was a payment made through the Electronic Bill Payment system not sent to a merchant?
First, check to see if a payment was scheduled and not just setting up the payee. Also check to see if the payment wasn’t accidentally deleted. Or more commonly, it was a recurring payment that was purposely deleted, but wasn’t set back up with the correct information.

Why am I unable to access Bill Pay?
When trying to access Bill Pay it either logs you completely out of the Internet Banking system or cannot find the server. First delete the browser’s cookies, and then clear the browser’s Cache/Temporary Internet Files and try again.

Why am I unable to delete a payee?
I’m trying to delete a payee and the system is not allowing me to do so. First, check to see if this is a recurring payment with this payee. If this is a recurring payment, that payment must be deleted first before you can delete the payee.

How do I obtain information on a payment that was sent out?
You will have to call Fiserv Data Services Customer Support at #855-712-0500 and submit a research request.

Account Maintenance

Will I have the same password for Bill Pay as for Internet Banking?
Yes. Bill Pay and Internet Banking are both located on our secure online banking platform that requires one password.

Can I change my password?
Yes. The User Options link on the Internet Banking platform allows you to change your password as often as you like.

How do I discontinue Bill Pay service?
In order to discontinue Bill Pay, you must contact Fiserv by calling #855-712-0500. Also, make sure you notify the Bank of Fincastle i-Bank Support Specialist.

General Questions

Is the Bill Pay service secure?
Yes. Any information that you transfer through Internet Banking or Bill Pay is protected by several security measures. You must first access your account on our secure platform by using a password. Your information is further protected by encryption, firewalls, and a Secure Socket Layer (SSL) Protocol that are in place to ensure your financial transactions remain confidential.

Is there a difference between a Payee and a Merchant?
No. These terms are used interchangeably to identify the recipient of your payments.

Can I add an authorized user to my Bill Pay service?
Any person that you allow access to your Internet Banking service will have access to your Bill Pay service.

What do I do with the invoice or payment coupon I normally send with my check?
You do not need to send your payment coupon to your merchant. As long as you include your account number when paying through Bill Pay, your merchant will credit that account. If you prefer, you can attach your monthly invoices to your Bill Pay confirmation report for your records.

Do my merchants need to know that I will now pay them through Bill Pay?
No. It is not necessary to notify your merchants that you will be submitting your payments through Bill Pay.

Does Bill Payment work with Personal Finance Management packages?
Currently, most Personal Finance Management packages are not designed to accept downloads from our Bill Payment application. However, Bill Payment transactions will be reflected as a part of the customer’s Internet Banking transactions and can be downloaded from their Internet Banking account.