Online Bill Payment FAQ
Q: Whom can I pay through Online Bill Payment?
A: You can pay ANYONE in the United States from the next door neighbor, the utility company, the bank and even a child in college across the country.
Q: Are there any merchants that I cannot pay through the bill payment service?
A: Yes. You cannot pay any government agency.
Q: How late in the day can I enter, edit, or delete a payment?
A: You may add, edit, or delete payments up to 3:00 AM Eastern Time on the day the payment is scheduled to be sent.
Q: What happens if I have a scheduled payment that falls over a weekend or holiday?
A: Scheduled payments that fall over a weekend will be processed on Friday evening. Any new payments that are scheduled over that particular weekend will be processed on Sunday night. Holiday processing occurs the business day prior to the holiday.
Q: Can I use Online Bill Payment if I live outside the United States?
A: Yes, as long as you have a bank account in the United States.
Q: Can I get a copy of a cancelled check?
A: You can request a copy through Customer Service at 1-888-383-5133. There may be a fee associated with this service. You can also look at or print a check out of the NetTeller transaction history screen by clicking on the check number in the Ref/Check No. column.
Q: How long is history retained in the VIEW PAYMENT HISTORY section?
A: Payment History records are kept for 90 days.
Q: What happens if I lose or forget my ID?
A: If you lose or forget your ID, you may request that your ID be re-mailed to your address on our file. You may email us at info@citizensbankco.com or call Customer Service at 1-888-383-5133 to request for your ID to be re-mailed. If it is more convenient for you, you may stop into any branch and with proper identification your ID will be given to you.
Q: What happens if I lose or forget my PIN?
A: If you lose or forget your PIN, you may call Customer Service at 1-888-383-5133 and with proper identification your PIN can be reset.
Q: When will the money be taken out of my account?
A: The money will be withdrawn out of your account on or within 3 business days after the scheduled payment date for Electronic payments. Payments made by check will be debited on the day the check returns to the bank for processing.
Q: What if I do not have enough money in my account?
A: Your bank will treat bill payment items just like any other check that you write. Should the item be returned, a hold may be placed on your bill payment service.
Q: Can I edit vendor addresses?
A: No. You will have to set up a new vendor with the correct address and delete the old one.
Q: How do I know if a merchant is electronic or check?
A: Once you have set up the vendor/merchant, then you can look at the VIEW PAYEES screen and you will see a field that will tell you if the vendor is electronic or check.
Q: Can I set up recurring payments?
A: Yes. You can set up recurring payments in the following frequencies:
- Weekly
- Bi-Weekly
- Semi-Monthly
- Monthly
- Quarterly
- Semi-Annual
- Annual
Q: Will the memo field that I fill out when setting up a payment be passed on to the merchant?
A: Yes. The memo field will appear on the stub and on the check as will the account number that you entered when you added the payee to your Personal Payee List. This allows the payee to know which account to apply the payment to.
Q: What will I be charged for this service?
A: Bill pay is available at no charge.
Q: When will the payee get the money?
A: For electronic payments you should allow at least three business days for the funds to reach the payee. Checks go out in the mail, to provide sufficient time you time the payment for at least 7 to 10 days prior to the date you want the payee to receive the check.
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