Online Banking FAQs

Enrollment Functionality

Q

How should a Social Security Number be entered within the Enrollment Screens?

A

When entering a Social Security Number within the Enrollment screens, it should not contain dashes or spaces.

Q

How should I format my account balance if it is over $999.99?

A

You must NOT enter a comma in the dollar amount for any balances over $999.99. For Example: $1500.00 would be the correct way to enter the last statement balance.

Q

What happens if two customers pick the same user ID?

A

The User ID is unique. There cannot be duplicate User ID's for two customers. During the self-enroll process, if the user selects a User ID that already exists for that bank, the message "We were unable to enroll you as a user with this input. Please try again or contact customer support" will display.

General Product Functionality

Q

When will an icon for Account Information and Activity appear on the Account Summary Screen?

A

The icons will appear for loans, with the exception of mortgage loans, and any deposit account (which includes: checking, savings, money market, NOW and certificate of deposit).

Q

What is the cutoff time for an immediate transfer of funds?

A

Transfers may be made between your Peoples National Bank accounts. All transfer relationships need to be setup by the bank prior to transfers being available. Our guaranteed processing cutoff time for transfers is 7pm CT.

Q

What is the cutoff time for stop payments?

A

Our guaranteed processing cutoff time for stop payments is 5pm CT. Stop payments made after 5pm CT will be effective the next processing day. Standard stop payment fees apply to all Stop Payment Requests. You can use the Stop Payment Service to place a stop payment request for any check written on the account. (You cannot use this method to stop payment on transactions you have requested through any of the Online Banking Services.)

Q

Will a stop payment be categorized as a "Verbal" or as a "Written" stop payment?

A

A stop payment initiated from CIB defaults to W - "Written". When a stop payment request is made via Peoples Online, this request shall be considered to be a written request and shall be effective for 6 months.

Q

What time of the day are scheduled transfers processed?

A

Scheduled transfers are processed at 5:00 am CT. Transfers entered after 5:00 am CT are processed the next business day.

Bill Payment Functionality

Q

Will bill payment activity that I perform today reflect "real time" in my bill payment reporting function?

A

Bill payment reporting is not "real time". Activity reports will not reflect bill payment activity until the day following the activity.

Q

If I enroll for bill payment today, when will I be able to schedule and make bill payments?

A

Bill pay enrollment requires overnight processing to display the end user's account or payment method when making payments. Until that time, the end user, when entering Bill Payment, will not have a payment method to initiate any bill payments. If an end-user successfully self-enrolls in the banking portion of Peoples Online Internet Banking, they will then have the opportunity to enroll within the bill payment portion of Peoples Online. After the end-user enrolls for bill payment, he or she will be able to access the bill payment screens. However, the end-user will not be able to make a payment. They are prevented from doing so because the "payment method" drop down list will not have any selections to choose from until the next day. The same day-delay overnight process will apply when an end-user adds additional accounts to be used for bill payment.

Q

How does Online Bill Pay work?

A

Online Bill Pay is a service that allows you to set up bill payments to businesses and individuals. Once you enter a payment instruction in the system, the request is submitted to Bill Payment Services (8:00 p.m. CT, Monday through Friday). The following business day, your payment is sent electronically or by check and the funds are deducted from your funding account.

Q

Can I use Online Bill Pay from outside the United States?

A

Yes, as long as your bank account is in the United States, Guam, Puerto Rico, or the U.S. Virgin Islands

Q

Which accounts can I use to pay bills?

A

Checking accounts are the only type of accounts you can use to pay bills.

Q

How do I change a funding account?

A

If the funding account has pending payments, you should select a new funding account for the bill payments before changing the current funding account. You MUST have at least one account set up as the bill payment account in Account Preferences at any given time.

Q

How long is bill payment history kept?

A

Bill payment history is kept for a minimum of 90 days.

Q

Can I set up a payee in another country?

A

Online bill payments may only be made to a United States payee (which includes Guam, Puerto Rico, U.S. Virgin Islands, and international U.S. military bases) in United States dollars.

Q

Do I need to contact my payees to tell them I am using a bill payment service?

A

No. Your payees do not need to do anything different to process online bill payments. Online Bill Pay uses the ACH electronic network or a paper check with your payment information clearly indicated.

Q

How do I add a payee (merchant/vendor)?

A

Use the Payee Search function within the product to find and add your new payee. If the new payee is not listed, simply select Manually Enter Payees and enter the required information.

Q

How long does it take to setup a new payee in Online Bill Pay?

A

Once the new payee is entered, you can use the payee immediately.

Q

How do I know if a payee will receive payments electronically or via paper check?

A

When you conduct a Payee Search, electronic payees are indicated by a message under Payee Name that the payee "Provides EPayments". If only the payee's name appears under Payee Name, that payee currently accepts only paper check payments.

Q

Can I make multiple payments to the same payee on the same day?

A

Yes, you can make multiple payments to the same payee on the same day as long as the payment amounts are different. For your protection, the system will not pay duplicate items for the same payee on the same day.

Q

How do I change a payee's name and address?

A

To change any payee from the Payee Summary list, click the pencil icon under the Edit column to make necessary changes. The only fields that may be changed are AMOUNT, ACCOUNT NUMBER, and PAYMENT STATUS. For any other changes, delete the payee and re-add it with the correct information.

Q

How do I delete a payee?

A

Cancel all scheduled payments for the payee by accessing the Pending Payments screen and clicking the scissors icon under the Edit column. Then, select the payee you want to delete by clicking on the scissors icon.

Q

What does the payee receive with my payment?

A

Your payee will receive either an ACH electronic payment or a paper check. In either case, the payment is appended with the information that you have provided, such as your name and account number with the payee, so the payee can properly credit your payment.

Q

When should I set up my payments to make sure they are paid on time?

A

Minimum payment "lead times" will be provided based on whether the payee accepts electronic payment (designated by an "e" symbol) or paper check payment (designated by a paper check symbol). Payments to electronic payees should be scheduled a minimum of 3 days before the payment due date. For paper check payments, payments should be scheduled a minimum of 5 days before payment due date.

Q

Are there minimum and maximum payment amounts?

A

The minimum payment amount is $1.00. The maximum amount per single payment is $24,999.99.

Q

Are there any payments that I cannot make using Online Bill Pay?

A

Payments cannot be made in foreign currency or to international payees. For payments to U. S. government agencies, Online Bill Pay has limited ability to research any issues that may arise due to the government's strict adherence to the Consumer Privacy Act. Online Bill Pay will not be responsible for any late fees or penalties that may be incurred by these types of payments.

Q

How far in advance can I schedule payments?

A

You may schedule a one-time future payment up to 364 days in advance.

Q

How late in the day can I enter, edit, or delete a payment?

A

Cut off time is 8:00 p.m. CT. Payments entered after this cutoff will be processed on the next business day.

Q

How often does the payment processor make payments?

A

Payments are processed Monday through Friday excluding holidays.

Q

Can I make changes to an already scheduled payment?

A

If the payment is still pending, changes can be made. However, once the payment has been transmitted, you can no longer make changes to or delete payments.

Q

When can I cancel a payment?

A

You can cancel or modify your payment online at any time before the cutoff time of 8:00 p.m. CT on the payment transaction date.

Q

What date do I put in the TRANSMIT DATE field?

A

For a future dated payment this should be the date that you want your payment to be transmitted. This is the date the payment is extracted for processing.

Q

Can I place a stop payment on a bill payment that I have already set up?

A

You yourself cannot place a stop payment on a bill payment. If the payment has been processed and is a paper check that has not yet cleared, you may contact the Customer Support line at 888-351-3276 and place a stop payment on it.

Q

What if my payee says that they have not received my payment?

A

Contact Customer Support at 888-351-3276 and your payment will be researched.

Q

Can I get a copy of a cancelled check?

A

Contact Customer Support at 888-351-3276 to request a copy of a bill payment check. A fee may apply.