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How to Use Bill Pay

Q. Who can I pay?

A. You can pay virtually any individual or company anywhere in the United States and Puerto Rico. If your dollar amount exceeds $9,999.99, you will have to set it up as two payments. The payments cannot be for the same exact amount or it will look like a duplicate payment and the second payment will be rejected.

If you set up a payment to be sent via e-mail (P2P), the payment limit is $2,500 per day. If you are paying vendors via the 'Pay a Business' feature, daily limits for consumers is $25,000 per day. If you have a payment that is not going through, feel free to reach out to Deposit Operations to see how the Payee is set up and we can help you through the process.


Q. Will I still receive my monthly bills through the mail?

A. Yes. You will continue to receive your regular billing statements from your vendor as usual.


Q. How are online payments delivered?

A. Payments are sent one of two ways - electronically or by paper checks. The majority of payments are delivered electronically. Your payment information, such as your account number, is sent via secure transmission. All other payments are made by paper checks that are mailed via the U.S. Postal Service.


Q. Is Online Bill Pay secure?

A. Paying bills online is one of the safest ways to pay your bills. Online Bill Pay helps guard against identity theft from lost or stolen checkbooks, bills, and statements. It also increases your privacy because only you can access your account information, account numbers and payment history. As a result, you maintain tighter control of your account with real-time access to your payments activity.


Q. What support phone number do I call for assistance with Bill Pay?

A. For assistance with Bill Pay, please call 866-851-4729 M-F 6:30am - 1:00am. For assistance with your Online Banking (resetting password, etc), please try the Reset Password process on our home page (if you have entered your email address into our system previously) or give us a call here at the bank at 800-471-4510 M-F 9:00am - 5:00 pm, Saturday: 9:00am - Noon.


Q. How long does it take before my payment is received?

A. Generally, your payment is received within 2 to 7 days, depending on whether or not it is sent electronically or via paper check. When you enter your payment information the system will provide you with an estimated process date and delivery date so you can ensure your payment will be made on time.

 

Q. How can I sign up for Online Bill Pay?

A. You can apply anytime by completing an application. Call us at 800-471-4510, or visit us in person. Please note that you will need to be an Online Banking customer to be able to access and use Bill Pay.

 

Q. Are there fees for using Online Bill Payment?

A. Our online Bill Payment Service is FREE for Charter Bank consumer and business checking account customers!! However, if you do NOT use the service for a period of three months, your account will be canceled.

 

Q. How do I know if a payee is electronic or check?

A. Under the Payee name in the listing, there will be a notation if the payment for that Payee will be sent via electronic payment or via check.

 

Q. How do I know if my computer is compatible with Bill Pay?

A. The Bill Pay site requires specific browser specifications. To check your compatibility with the site, please visit the compatibility link. The following browsers are compatible with the Bill Pay site:

  • Internet Explorer 7 and above
  • Firefox 7 and above
  • Safari 5
  • Google Chrome 16 and above

If your computer is not compatible with the Bill Pay website or you are using a browser not listed, please update your browser to ensure full compatibility with the website.

 

Q. What sort of confirmation will I receive?

A. Confirmation numbers are assigned to each bill payment at the time you submit your request. You may record the confirmation number for future reference. Confirmation numbers help us resolve any questions and expedite any request you may about your Bill Pay transactions.

 

Q. What is the cut-off time to submit a payment?

A. You may enter a new payment at any time. Bill Payment processing occurs at 7:00am Central Standard Time (CST) and again at 2:00pm Central Standard Time (CST), Monday through Friday, excluding Federal Holidays.

 

Q. What if I have insufficient funds in my account while a bill is trying to process?

A. Our Bill Pay system will automatically try to submit payment for two days (four total attempts). If after the fourth attempt the funds are still not available then the payment will be cancelled.

 

Q. What happens if a scheduled payment falls over a weekend or holiday?

A. If a SCHEDULED payment falls on a holiday or weekend, it will be paid on the Friday BEFORE the weekend, or the last working day BEFORE the holiday.

 

Q. What types of email notifications will I receive?

A. You will only receive emails from the Bill Pay site for specific circumstances. You may receive emails about payments not being processed due to insufficient funds, an invalid account number, or if a payee previously paid via check can now be paid electronically. You will also be notified if you have not logged in to your account for a period of time as a reminder to keep your account active. Please note that emails will come from the domain of @billpaysite.com and should be marked as "Not Spam" to ensure proper communication with you for Bill Pay.