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| What is the Payment Center? |
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The Payment Center is where all of your payment information is consolidated. You are able to:
- Schedule multiple payments at once, in a fraction of the time it takes to write multiple checks.
- View pending payments.
- Access one year of BillPay history on a rolling basis so you never have to wonder whether you paid a bill or not.
- Access your electronic bills that are delivered to your Sovereign.
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| When will the Biller receive my payment? |
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| The Biller will receive the payment on the Pay Date that you have entered.
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| How are my payments sent? |
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There are 3 payment methods:
- Electronically
- Electronic Check (Corporate)
- Paper Check (Laser Draft)
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| How do I know what method of payment will be used? |
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| When entering a payment to be sent, click on the Calendar icon next to the Pay Date field. The first available Pay Date will appear in bold text. For a payment that will be sent Electronically, the first available Pay Date will be 1-2 business days into the future. For a payment that will be sent in the form of a Check (electronic or paper), the first available Pay Date will be 4 business days into the future to allow for mailing.
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| When will the funds for a payment be deducted from my bank account? |
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The checking account designated will be debited for the amount of the payment on or after the scheduled Pay Date:
- Electronic—Funds are deducted electronically on the scheduled Pay Date.
- Electronic Check (Corporate Check)—Funds are deducted electronically on the scheduled Pay Date and the Biller receives a check for payment drawn on our BillPay processor’s account.
- Paper Check (Laser Draft Check)—A check is created on your behalf, drawn on your designated checking account. Funds are deducted from your account when the Biller presents the check for payment.
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| How long is my payment history stored in BillPay? |
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| Payment History is stored for 6 months (180 days). If you need to view payment information prior to this time frame, you may contact us at 877-SOV-BANK (768-2265), main menu option 4.
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| What are Electronic Bills? |
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Our BillPay vendor, CheckFree, has established relationships with many Billers nationwide that offer electronic versions of bills, also known as e-Bills. Electronic bills contain the same information that is included in the printed bills normally sent to you by your Billers.
All electronic bills are delivered to BillPay. After the request for an electronic version of a bill is successfully processed, an electronic bill icon will appear next to the Biller Name on the Payment Center page.
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| Can I receive Electronic Bills from all of my Billers? |
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| Participating Billers establish their own criteria for reviewing requests to send e-Bills and have sole discretion in accepting or declining your request. Participating Billers typically require five (5) business days to act upon your request to receive e-Bills.
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| How do I know when a new Electronic Bill has been sent? |
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There are two (2) types of e-Bill notifications:
- Electronic Bill via email notifies you of the delivery of an e-Bill and provides a summary of the bill (typically due date, amount due, balance, etc.), as well as the “Pay” button. After you click the button, you must sign in to BillPay to go to the Welcome page and pay your bill. You will receive an email message that subject line reads: “You have Bills.”
- Email reminder simply notifies you of the delivery of an e-Bill to BillPay but does not contain any summary information or payment options. You will receive an email message that subject line reads: “You’ve got Bills.”
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| How do I dispute an Electronic Bill if the information is inaccurate? |
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| We are not responsible for the accuracy of information contained within an e-Bill. Any discrepancies or disputes regarding the accuracy of your e-Bill must be addressed with the Biller directly.
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| How do I discontinue receiving Electronic Bills from a Biller? |
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| You may cancel e-Bill at any time by going to the “Manage my Bills” section within BillPay. It may take up to sixty (60) days for an electronic delivery to stop. We will notify your Biller when you cancel e-Bill. It is your sole responsibility to make arrangements for an alternate form of bill delivery.
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| How do I cancel a BillPay payment? |
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Pending Payments that have not yet been processed may be cancelled. To cancel a payment, look for the Pending Payments section on your Payment Center screen. Click on the Cancel link for the appropriate payment and confirm.
You may also cancel a pending payment on the Bill Detail page. Go to the Bill History page and find the payment, and then click View Detail to check the status of the payment. If the payment has not started processing, click the Cancel link and confirm.
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| What is the Messages page? |
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The Messages page provides you with the option to send and receive secured messages within BillPay. You may use this option to send us Feedback or Questions about your accounts and services. To send us a message, simply click on the Messages link at the top of any page in BillPay and then click Create Message. Messages will be responded to within the BillPay service.
If you have a question about a specific payment, you may send us a Payment Inquiry.
When a new message arrives, you will see a link at the top of the Payment Center page, “View new messages from customer service.” You may either click on this link or go to the Messages page and click “View” next to the new message.
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| What is the Sovereign BillPay Guarantee? |
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| Here’s how it works—Sovereign Bank will pay your late payment charges if a payment you’ve scheduled within the guidelines outlined in your BillPayment agreement should arrive after its due date. Suspect fraud? Notify us within two business days of when you suspect an unauthorized transaction, and you'll have 100% protection!
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