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Frequently Asked Questions About Enhanced Bill Pay Service

Changes and Improvements

What is Single Sign-On?

With the enhanced Bill Pay service, you will only have to remember one log-on for Online Banking!  When you log on to Online Banking, click on the Bill Pay tab and you will access the service without having to use another log-on.  If you have “bookmarked” the Bill Pay service log-on page, you will be required to change your “bookmark” to Sunwest Bank’s Online Banking log-on page at http://www.sunwestbank.com/

How do I search for vendors?

Add new vendors simply by typing in the company name. If a match is found in the database, the vendor's information will be added automatically. No more hunting down mailing addresses!  Simply enter your account number and add your bills to be paid.

How does payment scheduling work in Enhanced Bill Pay?

Your ‘pay date’ will now be the ‘due date’ - the day that you want your payee to receive your payment - not the day you want the payment to start processing. The enhanced Bill Pay service enables you to build your payments based on the payment due date. You may want to update recurring future dated payments to reflect the actual due date instead of the processing start date.

What are the new extended payment processing daily cut-off times?

Payments can now be scheduled as late as 7:00pm (Pacific Time) for same day processing. New options for faster payments may be available, depending upon payee capabilities, for Next Day and Overnight payments.  Cut off times for Next Day payments may be as late as 7:00pm (PT) and Overnight payment delivery (payments to be sent next day) is 10:00am (PT) expedited payment delivery options.

How will I know if the Next Day or Overnight Payment is available for a vendor/payee?

When you schedule your payment, the earliest date the payment can be processed will be automatically inserted.  You can schedule a later date for the payment if you wish.  If you would like to send a payment the next day, click on the date icon and a calendar will be displayed.  If the Overnight payment option is available for this payee, you can schedule the payment. Select the next day’s date and an Overnight payment screen will open for you to complete the payment information. You can refer to the Help instructions for more information.

What is the fee for Next Day or Overnight Payments?

There is no additional fee for Next Day payments.  Your account will be charged $14.95 to send an Overnight payment the next day, if this option is available for this payee.

When is my account charged for the payment?

Your money will remain in your bank account until the day you select the payment be made. Your account will be charged on the same day the biller receives the funds for your payment.

Can I make payments from multiple bank accounts?

You can choose which checking account to pay your bills from.  You can add as many as 99 checking accounts to schedule your payments!

How is the method of payment determined – electronically or paper check?

If the payment can be sent electronically, that is the preferred method. You should see more payments being sent electronically than before.   If a merchant/payee is not able to accept electronic payments, a paper check will be sent. You account will be charged the day the payment is sent for either method of remittance.

How do I schedule Pay Anyone, Account Transfers, or Email Payments?

These payments can be set-up in the Enhanced Bill Pay system by adding them to your bill payees or using the new Popmoney feature. The Popmoney feature provides person-to-person payment processing. Account transfers can be set-up as a new bill payee or by using the new Popmoney feature as well. For more information on Popmoney and please refer to the Popmoney section.

 

General

Who do I call if I have questions about the Enhanced Bill Pay Service?

For general questions or if you need assistance with bill payments, you can contact our Bill Pay Customer Service line at 877-696-3046 between the hours of 4:00 AM (PT) and 10:00 PM (PT), 7 days a week. If you have questions regarding your Sunwest Bank account, contact us at 800-330-9890 between the hours of 8:30 AM (PT) and 5:00 PM (PT).

Is there online help in the Enhanced Bill Pay Service to assist me?

In the Enhanced Bill Pay service there is a ‘Help’ option at the top of each page. You will find Frequently Asked Questions for each of the functions that you will use in Bill Pay.

Who do I call if I have questions or problems with bill payments that were processed before September 13, 2011?

If you need assistance, you can contact Sunwest Bank’s Electronic Banking Department directly at 800-330-9890 between the hours of 8:30 AM (PT) and 5:00 PM (PT).

For payments processed after September 13, 2011 contact our Bill Pay Customer Service line at 877-696-3046 between the hours of 4:00 AM (PT) and 10:00 PM (PT), 7 days a week.

Without a check stub or a canceled check, how can I prove that I made a payment?

One of the advantages of paying your bills using the Enhanced Bill Pay service is that there are generally fewer opportunities for errors to occur. However, in the event that you do need to provide proof of payment, there are many different tracking systems in place. For example, your statement will reflect debits to your account and include the name of each Merchant/Payee.

How will the description of an electronic payment appear on my account statement?

The transaction description of any electronic payments that are debited from your account will appear as follows:

VENDOR NAME ONLINE PMT CKF#########POS      $0.00

#  =   this represents the trace number that is assigned by the bill pay system.

 

New Features

eBills!

What are eBills?

We have established relationships with hundreds of companies nationwide, and these companies can send us an electronic bill. These electronic bills, which are also called eBills, typically contain the same information included in the paper bills are mailed to you. You can choose either to have the Bill Pay service pay the bills automatically (under a certain dollar amount) through e-Bill Auto-Pay, or pay the bills according to your chosen schedule or amount.

How do I set-up my Merchant/Payee/Biller for eBills?

If there is a “eBill” icon next to your payee’s name in the billers list, the merchant/biller is set-up for eBills. Just click on the “Get Bill” icon and enter the information.

How do I know when I have new eBills to pay?

When you log on, you'll see the number of new bills, statements, and notices you've received. Also, you'll receive a reminder e-mail to notify you of new bills in your account mailbox if they have not been viewed within four days of delivery.

Will I continue to receive a paper bill in the mail from an eBiller?

No. You will no longer receive your paper bill. However, you can print out any bill if you would like to keep a paper copy for your records. Your bills, statements, and notices are available online for six (6) months from their arrival date, then they are archived.

When will I receive my eBill each month?

Most Merchants/Payees/Billers will use their established bill cycle, so you can expect to receive your bill at approximately the same time of the month that you currently receive your paper bill.

If I don’t understand something on my eBill what should I do?

For questions specific to a particular eBill, contact that eBiller directly.