Pacific Community Credit Union
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XPRESS BILL PAY FREQUENTLY ASKED QUESTIONS

GENERAL QUESTIONS

How much does the Xpress Bill Pay service cost?
The fee for Xpress Bill Pay is $5.95 per month, and includes an unlimited number of payments. However, you may occur other applicable fees as well for various transactions, which are listed below:

These are fees that the Credit Union is charged by our Bill Pay Vendor and we must pass them on to you, when incurred.

Are there special hardware and software requirements to use Xpress Bill Pay?
Xpress Bill Pay is part of Pacific Xpress Online Banking, so the software requirements are the same. Listed below are the hardware and software requirements to use our Xpress Bill Pay service. In addition to these requirements, a connection to the Internet is necessary to use this service.


  • Macintosh Users:
  • Macintosh Plus or better
  • 8Mb RAM (16Mb RAM is recommended for the PowerMac)
  • 14.4 Kbps modem or better (28.8 Kbps is recommended)
  • A printer is optional
  • System 7.0 or better
  • An SSL compliant browser such as MS Internet Explorer 4.0 and above or Netscape Navigator 4.0 and above. AOL 4.0 or better can also be used.

Setting up and using Xpress Bill Pay

How do I access the Xpress Bill Pay service?
Access to Xpress Bill Pay is made directly through our main web site: www.yourcreditunion.com. From there click on the Online Banking button from the tool bar on the left. Once you sign on to Pacific Xpress you can click the "Pay Bills" button on the tool bar on the top of your screen (it's located in the center of the tool bar).
If you are a new user, you will be asked to register for Xpress Bill Pay: First, read and accept the terms of the Xpress Bill Pay Agreement and Disclosure. Next, choose the default payment account from the checking accounts you have available at Pacific Community Credit Union. (If you have more than one checking account under your member number, you can choose which one will be the default account.)

How do I set up a bill to be paid?
To add a new bills to be paid you can select either the Add New Bill or the Add Private Party Payment button located at the bottom of the main bill payment screen. Use the Add New Bill button for adding any bill paid to a company, such as the gas company or American Express for example, and use the Add Private Party Payment for any bill or other payment made to an individual, such as a friend or relative. Yep, that’s right you can even use Xpress Bill Pay to pay friends and relatives!

How do I determine who to pay as a company and who would be private party?
Companies and private parties are handled differently by our bill pay processor. Use the Add New Bill button for adding any bill paid to an actual company, like the electric company or your cable company; basically any entity that you pay using an account number. You would use the Add Private Party Payment for any bill or other payment made to an individual. For example, you would use the Private Party Payment button if you wanted to send a payment to a friend or relative or pay a Doctor’s bill.

How do I Pay a Company?
Once you select the Add New Bill button and have advanced to the Add a Bill screen, you may either use the Company Search button or manually enter your company information. If you use the Company Search button which will search the Registered Company List to find a listing for your company with the same name and address as on your bill, and an input mask (or account number mask) that exactly matches your account number format, our bill pay processor will not need to verify your company. If you manually enter your company information, the Bill Pay system will first attempt to match your company to a company that our bill pay processor already has verified. If this cannot be done, then the verification process will begin.
Please Note: If you have added a new company that is not on the Registered Company List, it may take from five to seven business days to verify the company. After the company is verified, the bill will be paid and will be delivered in the amount of time specified for check and electronic payments. Please take the delivery times into consideration when choosing your payment date.

I used the Company Search button but there are multiple listings for my company. How do I know which one to choose?
Many companies have different payment centers depending on your geographical location. Some companies also have different billing centers and/or addresses depending on the type of bill you are paying and the method you use to pay it. You should use the company listing which has the same name and address as your bill and also has an “Account Number Input Mask” that exactly matches the format of your account number for the company. If the company list does not have an account mask that exactly matches your account number for the company, you will not be able to use the Company Search feature for that particular bill you are entering. In that case you would need to manually enter the bill in to the system for verification.

What is the “input mask” or “account number mask”?
The input or account number mask is the way the company structures your account number. It is very important that your account number exactly matches one of the account number masks listed in the account number field of the search list. Remember, if the company list does not have an account mask that exactly matches your account number, you will not be able to use the Company Search feature for that particular bill, and you would need to manually enter the bill in to the system for verification.

What should I do if I found the correct company, but the address and account number input mask don't match?
Our Bill Pay vendor only places a company on their registered company list once it has been verified. If your particular payment address and account number input mask have never been requested before, then you will need to complete the "Add a Bill" form and manually enter the information in for the company as you are the first person to request this company and/or address or input mask.
Please Note: If you have added a new company that is not on the Registered Company List, it may take from five to seven business days to verify the company. After the company is verified, the bill will be paid and will be delivered in the amount of time specified for check and electronic payments. Please take the delivery times into consideration when choosing your payment date.

Why do I need to give you the complete address and a phone number for new bill payments?
All companies you enter into Bill Pay are "verified" by our bill pay processor before any payments are sent. The bill pay processor contacts your company to verify the mailing address and to see if they accept electronic payments, which generally provide for more accurate and timely payment of your bills. If applicable, the processor verifies that the format of your account number matches the company's required format. If the bill pay processor has previously verified your company for another member, they will not need to re-verify. Instead they will simply match your company's address and phone number, along with your account number format, to their database of verified, or "registered," companies to find the appropriate match. Both the address and phone number are used in this matching process.

How long does the verification process take and how do I know when my bill can be paid?
The verification process may take from five to seven business days to complete. Once the company is verified, the bill will be paid and will be delivered in the amount of time specified for check and electronic payments. You can determine if the verification has been completed by reviewing the detailed information included on the Bill History screen. To access this screen, click on the status word (i.e., "N/A," "Paid," etc.) in the History/Status column of the main Bill Payment screen for the company you wish to review. If the verification has been completed, you will see a description in one of the lines in the left hand column stating "Verification Received”.

How do I Pay an Individual?
Once you select the Add a Private Party Payment button, you will need to manually enter the private party information requested. While there is no verification process for payments to individuals, a phone number is still required so that the private party can be contacted if there is a problem with the delivery of your bill payment. To ensure your payment reaches the payee, include as much information as you can about the individual. Also, Private Party Payments are made by check, however, if you include an Account Number and Routing Number, the payment can be made electronically.

What does the Payee actually receive?
The payee will receive an electronic payment if they are set up to accept these types of payments. If the payment is going to an individual or a business that cannot accept an electronic payment, an actual check is mailed by our Bill Pay processor directly to the company or individual. For both electronic payments and checks, your name and account number will be provided to the payee to ensure that your payment is posted to your account.

How long will it take to process my Payment?
If the bill can be paid electronically, the payment will be received within 2 to 4 business days. If the company or individual must be paid by check the payment will take 6 to 10 business days for delivery. All checks are mailed directly from our Bill Pay vendor in Salt Lake City, UT.

Sending and Confirming Payments

How do I modify a payment?
Click the name of the bill, on the Bill Pay list. Make all changes. Click OK.

How do I change the default payment account?
Your default payment account must be a checking account. If you have more than one checking account under your account number, you can choose which one will be the default account. To change the default account do the following:

  • Above the Bill Pay list, your Default Bill Payment Account is displayed. Click the blue "Change" button directly after it.
  • Select an account from the drop down list.
  • You will be given three choices: 1. Apply this change to new bills only.
  • 2. Apply this change to all the bills currently using default account.
  • 3. Apply this change to all the bills. Choose one.
  • Click OK.

What payment frequency should I choose?
As you have probably seen there are many options available for payment frequency. Which will work best for you is dependant upon your situation and the type of bill you are paying.

  • Manual- Use to pay a bill that you pay regularly. Works especially well for bills with different amounts on every payment such as your electric or gas bill.
  • One time only- Use only if you want to pay a person or company one time. Do not use if you will pay this company or individual again.
  • Monthly- Pays the same dollar amount on the same date every month. However, you can edit the dollar amount prior to the payment date.
  • Weekly- Pays the same dollar amount on the same weekday every week. However, you can edit the dollar amount prior to the payment date.
  • Bi Weekly- Pays the same dollar amount every 14 days. However, you can edit the dollar amount prior to the payment date.
  • Semi Monthly- Bill is paid 2 times per month, the first payment between the 1st and the 13th, the second payment between the 16th and the 28th. The dollar amount is set, however, you can edit the amount prior to the payment date.
  • Semi Monthly Last- Bill is paid 2 times per month, the first payment on the 15th and the second payment on the last day of the month. The dollar amount is set, however, you can edit the amount prior to the payment date.
  • Monthly Last- Pays the same dollar amount on the last day of each month. However, you can edit the dollar amount prior to the payment date
  • Quarterly- Pays the same dollar amount on the same date every 3 months. However, you can edit the dollar amount prior to the payment date.
  • Semi-Annually- Pays the same dollar amount on the same date every 6 months. However, you can edit the dollar amount prior to the payment date.
  • Annually- Pays the same amount on the same date every 12 months. However, you can edit the dollar amount prior to the payment date.

How can I determine if a company or individual has received my payment?
Similar to paying by personal check, you have no real way of telling exactly when a company or individual actually receives your payment. You only truly know when the check clears your account. The date a bill payment check or electronic payment is posted to our bill pay processor's account is included in the Bill History information screen. To review this screen, click on the status word (i.e., "N/A," "Paid," etc.) in the History/Status column of the main Bill Payment screen. The date the check or electronic payment cleared the bill pay processor's account is displayed in the far right hand column of the Bill History screen labeled Cleared Date.

I loaded a payment to be sent today but it has not yet been debited from my account. How come?
There are two possible reasons your bill has not been debited from your account. First, payments are debited from your account only once each business day (Monday through Friday, except holidays) at 7 a.m. Pacific Standard Time (PST). If you load a payment for “today” after 7:00 a.m. Monday through Friday, it will not be debited from your account until the next business day at 6 a.m. Second, your account cannot be debited until the company has been "verified."

What is the cutoff time for entering payments?
Bill payment requests made before 700 a.m. (PST) Monday through Friday will be withdrawn from your account on the same business day. Any payment requests made after 7:00 a.m. will be processed the following business day. The 7:00 a.m. cut-off is done to ensure our third party processor receives and generates the payment to your Payee the same day. Our processor generates payments Monday through Friday, except Federal Reserve Holidays.

What is the purpose of the "History/Status" column of the main Bill Payment screen?
The History/Status column provides detailed information about each company and bill. For example, you can monitor the status of a bill using information displayed in this column. When a date is entered on the main Bill Payment screen to schedule a bill for payment, the History/Status column will change to “Scheduled”; when the account has been debited, the status will change to “In Process”; and when the check has cleared our bill pay processor the status will change to “Paid”. You can also use the History/Status column to alert you to errors in your bill payment information. If the information for a particular company or individual is missing some of the required information, the History/Status column will show “Incomplete.” If the address or phone number entered is incorrect the History/Status column will show “Error.” An "N/A" in this column means that you have not paid any bills for the company or individual.
By clicking on the status (i.e., "N/A," "Paid," etc.) in the History/Status column, you can also review the details of all past activity for the particular bill payment company.
I entered all the dates and amounts to pay my bills and then exited the system and nothing was saved. Why?
After entering or changing any information on the main Bill Payment screen, you must click on the Save Changes to Bills icon located at either the top of the screen or at the bottom of the screen.

Can I pay my credit union loans with the Bill Pay service?
You can make your PCCU loan payments through our Bill Pay service. However, you will need to keep in mind that we currently do not accept electronic Bill Payments, so your payment will be made by check. You will need to schedule your bill to pay 6 to 10 days before your payment is due. Also, remember that we have other payment options available for your PCCU loan payments.
Internet Banking Transfer - You can make a transfer in Internet Banking from your checking or savings account to your loan. These transfers are posted immediately. You can make the transfer on the same day your payment is due. This is a free service.
Automatic Payment - We can setup your loan on automatic payment. The loan payment will transfer on the due date every month. Once it's setup you don't need to do anything! Plus, many of our loans are eligible for a rate discount if you have automatic payment setup from your checking account. This is a free service.

My bill needs to be postmarked. How will I accomplish this?
Bill payments are NOT postmarked. If you have a payment that needs to be postmarked with a date, DO NOT use the Bill Pay system. For example, a last minute tax filing.

Stopping Payments and Canceling Bill Pay

How do I stop a payment?
If you decide to cancel a payment that has not yet been paid, you simply delete the payment in Bill Pay before 7:00 a.m. on the scheduled payment date, or call our Member Service Center and we can assist you with removing the payment. There is no fee in this instance. If you would like to stop a payment that has already been sent, please contact our Member Service Center immediately. They will verify that the check or payment has not already cleared. If it hasn't, they will place a stop payment on the item. There will be a $10 fee charged in this instance.

What do I do if a bill pay check gets lost?
Simply stop by any branch to complete a Bill Pay Reissue form or call our Member Service Center and a form can be mailed or faxed to you. We will reissue a Bill Payment to the same payee for the same amount as the original Bill Pay request.

How do I delete a bill that I no longer need to pay?
Find the bill on the Bill Pay list. Click the checkbox in the far right column labeled "Delete?" Click the "Save Changes to Bills" button.

I want to cancel my bill pay service. What should I do?
To cancel Bill Pay service, click the "Stop Bill Pay Service" button below the Bill Pay list. This will cancel your Bill Pay Service and no bills will be paid from that moment forward.

Questions E-mail us.
[email protected]

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