Bill Payment - Frequently Asked Questions (FAQs)
How do I enroll for the Sooper Credit Union Bill Payment Product?
To gain access to Sooper Credit Union's Bill Payment product, log on to mONey Line using your member account number and mONey Line password (same as Sooper Teller password). Then select the "Pay Bills" icon from the mONey Line menu. Once you have read and agreed to the Terms and Conditions Agreement, select the "Register for Bill Payment" icon and you are ready to use Sooper Credit Union Bill Payment Service.
What does does it cost to use Sooper Credit Union Bill Payment?
Sooper Credit Union Bill Payment is FREE.
Who can I pay using Sooper Credit Union Bill Payment?
You can pay any individual or entity as long as the individual or entity has an address in the United States or its possessions/territories. Payee examples include: your monthly telephone or utility bill, rent, credit card bills, daycare, or sending a check to your son/daughter who's away at college. However, at this time, the IRS does not accept payments through the bill payment system.
How many separate payees may I add?
The number of payees you may add to Bill Pay are unlimited.
How many bills can I pay each month through Bill Pay?
The number of bills you can pay each month are unlimited.
Do I need to contact each of my Payees and let them know that I am going to be using an automated bill payment system to pay them?
No, that isn't necessary.
Can I send money to an account at another financial institution?
Yes, this is possible. In order to do this, you will need to add the payee under "Add Private Party Payment." In addition to the required information, you will need to enter an account number. If a routing number is available for that financial institution, you will want to enter that number as well. This will ensure that the funds will get to this account in the fastest method possible.
How many days does it take for my payment to reach the Payee?
While it is anticipated that most transactions will be processed within five (5) business days after your Scheduled Payment Date, it is understood that due to circumstances beyond the control of the service, particularly delays in handling and posting payments by slow responding companies or financial institutions (Payees), some transactions may take a day or even a few days longer to be credited by your Payee to your account with them.
For this reason, it is necessary that all Scheduled Payment Dates selected by you be no less than five (5) business days before the actual due date, not the late date and/or a date in the grace period. Please keep in mind, the date you enter is the "Next Send Date," when the payment will be debited from your account. Enter a date that is at least 5 days prior to the due date in this field. Payment Instructions entered after 7:30 a.m. MST or on a non-business day will be considered entered in the service on the next business day. In any event, including but not limited to choosing a Scheduled Payment Date which is not five (5) business days before the due date or on or past the due date stated on your invoice or bill, the risk of incurring and the responsibility for paying any and all late charges or penalties shall be borne by you.
My payee needs proof that they received my check. How may I obtain a check copy?
Please call 303-427-5005 or toll-free at 1-888-SOOPER-1, Monday, Tuesday, Thursday 8:30 a.m. to 5:00 p.m., Wednesday 9:30 a.m. to 5:00 p.m., Friday 8:30 a.m. to 6:00 p.m. and Saturday from 9:00 a.m. to noon. Please specify that this check was issued through the Bill Pay Service. There is a $5 fee for this service.
When do I need to have the funds in my account to cover my bill payment request, and what happens if there are not available funds in my account to cover the bill payment?
You need to have available funds in your account by 7:00 a.m. on the prescribed "send date." If the funds are not available on the first day, we will attempt to process the payment two (2) additional consecutive business days. Please note, with each failed attempt, a $25.00 NSF fee will be debited from your account. If the funds are not available after the third (3) attempt, your bill payment will not be processed.
If the payment is an automatic/recurring payment, the payment will be processed. If the payment is set as a manual process, a send date will need to be scheduled.
Can I schedule a payment if funds are not available yet?
You can schedule a payment any time for any amount. If the funds are not available on the scheduled "Next Send Date," the payment will be treated as an NSF and will be rejected. An NSF fee will also be assessed.
What do I do if one of my Payees' addresses change?
The database is updated automatically if Payee information changes. To manually alter information, you will need to create a new Payee with the updated information. The old payee then may be deleted after all pending payments have cleared. Use Sooper Credit Union Bill Payment online help for additional assistance, if needed.
What if I do not have an account number for one of my Payees?
To ensure accuracy and safety of your payments, an account number is required for all payees, not including private party payments. If you are unsure of your account number, please contact your payee to obtain or confirm this information. You may also insert any additional information needed in the "Payment Memo" field.
What do I do if the Bill Pay system will not accept the account number for my bill?
Please verify that the account number you enter corresponds with the account number input mask.
What are the descriptions for the Input Masks?
| Example of an Input Mask |
Description |
XXXXXXXXXXXXXXXXXXXXXXX |
Enter any type of character (alpha or numeric) in this field, with the maximum being the number of X's displayed here (there is no minimum number). |
44NNNNNNNNN |
Enter the same number of characters as displayed here, with a prefix of 44; the remaining characters must be numeric. |
NNNNNNNNNNN |
As with the previous example, enter the same number of characters as displayed here; all characters must be numeric. |
NNNAANNN |
Enter the same number of characters, using numeric and alphanumeric characters, as displayed here. |
How does my payee know whom the payment is from?
When you set up a new bill, you are required to enter information such as an account number, and the name on the bill. This information is passed on to your payee with the payment.
What do I do with the part of the invoice or bill that I usually mail back to the Payee with my payment? Doesn't the vendor need that to process my payment?
No. You can simply destroy that part of your bill. All of the necessary information is provided by you by accurately filling in the required fields, and the Service provides this information to the Payee with each payment.
How is the payment sent to my Payee?
There are two possible methods of submitting the payment to your Payee: Payments may be made electronically via the Automated Clearing House (ACH) or by a check. The method of payment depends upon the processing method that can be accommodated by the Payee (e.g., some Payees are unable to accept electronic payments). Note: You cannot select the payment method; this is determined systematically at the time of payment processing.
Can I schedule a payment in advance? How far in advance?
Yes. You can schedule a payment up to one year in advance of the payment due date. Do not forget to allow five business days between the scheduled payment date and the due date. A good example of when you might use a payment that far in advance could be to pay annual dues to an organization or association.
What about payments I make every month for the same amount? How can I do this easily without repeating the payment request every month?
You can establish a recurring payment. A recurring payment must be made on the same day(s) each month and for the same amount. Use the Bill Payment system online help for assistance in establishing an automatic/recurring payment.
Can I change a recurring payment to a manual payment?
Yes, you can change a recurring payment to a manual payment by changing the Payment Frequency to “Manual”. When making this type of change you must also cancel any previously scheduled payments by deleting the date from the Next Send Date field.
Can I make a payment from any of my accounts?
You can make payments from your share draft/checking or interest share draft/checking accounts.
Can I place a stop payment on a Bill Payment?
Yes, you can alter any payment that has not already debited your account. If a check was sent to the merchant and not credited to your account, you may place a stop payment. There is a $25 fee associated with this service. If the funds were sent electronically, the payment can not be stopped.
What should I do if the payment has been deducted from my account, but has not yet been received by the creditor?
To allow sufficient time for processing, verify that the current day is at least five (5) business days beyond your scheduled payment date. If it is currently not beyond five (5) business days, wait and check back with your Payee after the five (5) business day period.
Verify that the payment status shows "Paid" by selecting "Paid" icon in the account history column.
Verify you had available funds in your account on your chosen "send date."
If the above three (3) items appear correct, verify that the payee information provided is correct, including the payee name, address, telephone number and specifically your account number.
If the account number was incorrectly entered, contact the Payee with the incorrect account number so they can research where the payment was applied.
If any other information is incorrect or if the above steps do not indicate any problems, please call 303-427-5005 or toll-free at 1-888-SOOPER-1, Monday, Tuesday, Thursday, 8:30 a.m. to 5:00 p.m., Wednesday 9:30 a.m. to 5:00 p.m., Friday 8:30 a.m. to 6:00 p.m. and Saturday from 9:00 a.m. to noon.
When contacting the credit union, please have a copy of your invoice/bill from your payee available and the confirmation number for the payment in question. The confirmation number is available on the “Payment History” screen under the Payments menu.
Do I need any special software or hardware to use Sooper Credit Union Bill Payment?
To use Bill Payment, you will need to have a browser installed on your PC which is capable of 128-bit Encryption. You also must have Netscape 4.0 or Internet Explorer 4.01 or higher. See the links on the mONey LINE to obtain the required version of your browser.
Is there an easy way to ask questions about Bill Payment, such as questions about a payment or a payee?
Yes, there is. When you are on the main menu, select the "Alerts" button on the upper left side of the screen. Next, select on "Send Message." Fill in the "Subject" and "Message Field" and select "OK." Your message will be sent directly to our Member Service department. You will receive your reply on the same "Alerts" page.
How do I terminate or discontinue Sooper Credit Union Bill Payment?
You may cancel your use of Sooper Credit Union Bill Payment anytime by selecting "Stop Bill Service" from the “Bill Payment Additional Functions” menu and clicking "Stop Bill Service." You may also cancel your use of the service by sending an e-mail message or by calling 303-427-5005 or toll-free at 1-888-SOOPER-1. If you notify us by telephone, we may request that you put your request in writing. We cannot cancel Sooper Credit Union Bill Payment until all pending payments have cleared. If you have pending payments and do not want to wait for them to clear, you may individually delete these future payments.
If I decide to stop Bill Payment, when and how may I restart the service if I choose to?
You may restart the service at any time, by selecting the "Pay Bills" option on the Sooper mONey LINE main menu. You will again need to agree to our terms and conditions on the "Bill Payment Registration" screen. Please keep in mind, once you stop Bill Payment, all of your payee information will be deleted, and you will need to add your payees again after restarting the service.
I stopped using Bill Payment a while ago, and have since restarted it. Why are all of my payees gone?
Once you stop Bill Payment, all of your payee information will be deleted, and you will need to add your payees again after restarting the service.
Revised July 2008