Online Banking 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||Customers cannot send an electronic payment to a payee that is not in the electronic database. A check payment can be made to anyone since those payees are not verified.|
|Q||How long does a customer have to add, delete or edit a payment?|
|A||You can add, delete or edit a payment scheduled Sunday through Friday until midnight CST the day before the scheduled payment date.|
|Q||What happens if I have a scheduled payment that falls over a weekend or holiday?|
|A||Bills do not get paid on holidays or weekends. If a scheduled bill 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||Can I use online bill payment if I am outside the United States?|
|A||Yes, as long as you have a bank account at the City National Bank and internet access.|
|Q||Can I get a copy of a cancelled check?|
|A||You can print out a copy of a check through our online banking site. Or you can request a copy through Customer Service at (903) 885-8688. There may be a fee associated with this service. Please allow 2-3 business days for receipt from Customer Service.|
|Q||How long is history retained in the view payment history section?|
|A||Payment history records are kept for 19 months.|
|Q||What happens if I lose or forget my ID or PIN?|
|A||If you lose or forget your ID, you may call Customer Service and with proper identification your ID will be given to you. If you lose or forget your PIN, you must follow the same procedure and a new PIN will be generated and mailed to you.|
|Q||How many payees may I have set up?|
|A||There is no limit to the number of payees a customer can have.|
|Q||Can I edit vendor addresses?|
The only thing that can be edited on an existing electronic payee is the alias name on the account and the account number. If the customer wants to change anything else, the payee must be deleted and re-entered.
On check payees, all fields can be edited.
|Q||How do I know if a merchant accepts electronic or check payments?|
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 accepts electronic or check payments.
|Q||Will the memo field that I fill out when setting up a payment be passed on to the merchant?|
No, the memo field is for your personal records, however the account number that you entered when you added the payee to your personal payee list is printed on the check. This allows the payee to know which account to apply the payment to.
|Q||How far in advance should I set up a payment to insure it is paid on time?|
Check payments should be scheduled 10 business days in advance of payment's due date. Electronic payments should be made 4 business days prior to the payment's due date.
|Q||When will the money be taken out of my account?|
|A||For electronic payments, the money will be deducted from your account on the day that the payment is scheduled to pay. For check payments, the money will be deducted from your account when the payee cashes the check and it clears your account.|
|Q||What if I do not have enough money in my account?|
|A||Your bank will treat bill payment check items just like any other check that you write. If funds are not available the item may be returned and an NSF fee will be charged. Electronic payments will not be made if the available funds are not in your account.|
|Q||If my electronic payment is not made due to Non Sufficient Funds, will I be notified?|
|A||No, we will not send you a notification. The funds will not be deducted from your account, and the payment will continue to be listed as a pending payment until the funds are available.|
|Q||Are there any minimum and maximum payment amounts?|
|A||Yes, the minimum amount you may make a payment for is $0.01. The maximum amount for an electronic payment is $500,000.00 and the maximum amount for a check is $9,999,999.99 on payments made through Netteller Bill Pay.|
|Q||How far in advance can I schedule payments?|
|A||Currently, a recurring scheduled payment can be set up in advance to any date in the future. A one time payment can be set up to be sent 5 years in the future.|
|Q||Can I set up recurring payments?|
Yes. You can set up recurring payments in the following frequencies: Weekly, Semi-Monthly, Monthly.
|Q||Can I have multiple payments to the same payee on the same day?|
Yes. You can make multiple payments to the same payee as long as the payment amounts are different. For your protection, the system will not pay duplicate items on the same day.
|Q||Can I stop a payment?|
|A||Yes, you can put a stop payment on through netteller. You will need to select the account that the stop will apply to and then the stop payment option. You will need to put in the check date, check number, amount and the payee. A Stop payment fee of $20 will apply to each stop payment. Stop payments cannot be placed on electronic payments.|
|Q||Can I use Financial / Accounting software with Netteller online banking?|
|A||yes, if you have Quickbooks, Microsoft Money or some other compatable software you can access the select option drop down bar next to the account, select dowload, select range and then select format.|