Products | Electronic Services | MetroWeb Bill Pay | Frequently Asked Questions

MetroWeb Bill Pay Help & FAQ

If you are having difficulty using or want to become more familiar with MetroWeb Bill Pay, we encourage you to check out our MetroWeb & MetroWeb Bill Pay Guide. Written by Paul A. Murphy, author of Banking Online For Dummies, our guide takes you step-by-step through the process of using both MetroWeb and MetroWeb Bill Pay.

If you don't find the answer to your questions in our Bill Pay Guide, please check our list of frequently asked questions (FAQ) below — the information you need may already be at your fingertips!

You can also get help during your Bill Pay session by clicking the Help button in the upper right-hand corner of the screen. This will direct you to more Frequently Asked Questions about Bill Pay. If you don't find the answer you're looking for, you can click the Message button to send a secure message to Bill Pay Customer Care.

Getting Started | Payees | Making Payments | Money HQ | Gift Cards

Getting Started

Q: What is Columbus Metro's MetroWeb Bill Pay? Back to top

A: MetroWeb Bill Pay is a quick and easy way to pay your bills without writing checks. To use the service, you'll set up a list of payees — these are individuals and companies to which you make payments. To pay a bill, simply log on to Bill Pay and select a payee, then enter the amount and the payment date. The payment will be deducted from your checking account and sent to the designated payee either electronically or by check on the date you specify.

Q: What are the requirements for MetroWeb Bill Pay? Back to top

A: To use MetroWeb Bill Pay, you must have a Columbus Metro checking account and utilize MetroWeb, Columbus Metro's 24-hour Internet branch.

Q: How do I get started using MetroWeb Bill Pay? Back to top

A: First, complete the MetroWeb Bill Pay application and return it to the credit union. Once we've enabled your account (allow one to two business days), we'll send you a welcome email with your temporary password and instructions for logging on for the first time.

Q: What web browsers are supported by MetroWeb Bill Pay? Back to top

A: MetroWeb Bill Pay supports the following web browsers as of May 22, 2007:

• For Windows - Firefox 1.5, Firefox 2.0, Netscape 8.0, Netscape 8.1, Internet Explorer 6, Internet Explorer 7, AOL 9.0

• For Macintosh - Safari 2.0, Firefox 1.5, Firefox 2.0, Netscape 7.2

Please note: If you do not see your browser listed above, it does not mean that you cannot use MetroWeb Bill Pay. It does, however, mean that you may not experience optimum performance.

Payees

Q: How can do I set up a payee? Back to top

A: After you've logged on to MetroWeb Bill Pay, select the Payment tab, then select Payees and click the Add Payee button. You can add an existing payee from the drop-down list or create your own.

You can set up a payee and schedule a payment to that payee in the same bill pay session. If information about the payee cannot be verified or is incorrect, you will be notified via the online message service to correct the payee information and reschedule the payment.

Q: What if all the Payee information doesn't fit into the form? Back to top

A: Use the Comments section of the payee form to submit additional information.

Q: How many payees can I have? Back to top

A: You may have up to 250 payees at any time.

Q: Are there any payees that are prohibited? Back to top

A: You may not use MetroWeb Bill Pay for the following types of merchants:

• Tax or other government entities (utility payments to government agencies are permitted);

• Collection agencies;

• Court-ordered payments such as alimony, child support, speeding tickets, etc.; and

• Payments to payees outside the United States.
  

Payments identified as one of those outlined above will not be processed and will be returned.

Additionally, the following payment types may be associated with late payments due to the additional documentation that may be required:

• Payments to payees located in Armed Forces postal codes such as AE and AP;

• Payments to settle securities transactions; and

• Payments to pay off "special financing" transactions.

These payments will be processed, but we cannot be responsible for any fees associated with delayed or unprocessed payments by the merchant.

Making Payments

Q: What are my options for scheduling payments? Back to top

A: You have four options for scheduling payments:

1. Today — If you schedule a Today payment, your payment will be processed as soon as you exit the bill pay session.
2. Future — If you schedule a Future payment, your payment will be processed on the future date you designate.
3. Recurring — If you schedule a Recurring payment, payments will be processed on the regular basis (weekly, biweekly, monthly) you designate. You will specify both a starting and ending date for Recurring transactions.
4. Expedited — If you schedule an Expedited payment, your payment will be debited from your account immediately, submitted to the merchant and posted by the merchant same-day. Expedited payments are available for a select group of merchants and are $9.95 each.

Q: Are my bills paid electronically or by check? Back to top

A: It depends on the merchant, but the majority of payments are made electronically. Your payee list will indicate whether you should allow two or five days for payment to a particular payee (look for "Days to Deliver"). Keep these time frames in mind as you schedule payments to ensure that payments arrive before your payment due date.

Q: How long does it take for a payment to be made? Back to top

A: Future or Recurring payments will be processed in one (1) business day for electronic payments and in four (4) business days for payments made by check. The same time frame applies to Today payments scheduled before 12:00 p.m. ET. Today payments scheduled after 12:00 p.m. ET will be processed within two (2) business days for an electronic payment and five (5) business days for a check payment. Expedited payments are delivered either the same business day or the next business day; you will know the expected delivery date before you schedule an Expedited payment.

Keep these time frames in mind as you schedule payments to ensure that payments arrive before your payment due date.

Q: Can I cancel a bill payment? Back to top

A: It depends on how the payment was scheduled. You cannot cancel an Expedited payment once it has been scheduled. You cannot cancel a Today bill payment once you exit your bill pay session. Future or Recurring transactions may be canceled until 12:00 midnight of the day before the scheduled payment date.

Q: How are bill pay transactions processed? Back to top

A: Bill Pay transactions are processed through an ATM link with our processor. Each time you log on to Bill Pay, the system will perform an ATM inquiry to determine your available checking account balance; this is the balance displayed during your Bill Pay session. The next time you view your checking account history on MetroWeb, you'll see a comment on your account that says "ATM INQ CDFCOLS2, MetroWeb Bill Pay." [NOTE: The very first time you log on to MetroWeb Bill Pay, you will see two inquiries on your account.]

If you schedule any Today bill payments during your session, those funds will be debited from your account as soon as you exit Bill Pay. The comment for the withdrawal is, "BP [Payee Name]." Funds for Future or Recurring payments will be debited from your account on the scheduled date and feature the same comment.

If you schedule multiple bill payments for the same day, the amount of each payment will be debited separately.

Q: Does scheduling a payment put a hold on my account ? Back to top

A: No. Scheduling a payment does not place a hold on your account for those funds. The funds for Expedited payments are deducted from your account as soon as you schedule the payment, while the funds for Today payments are deducted from your account as soon as you exit your Bill Pay session. Funds for Future or Recurring transactions aren't deducted from your account until the scheduled payment date. For that reason, we recommend that you enter the transaction in your check register as soon as you schedule a bill payment.

Q: Do MetroWeb Bill Pay transactions access my overdraft from savings or line of credit? Back to top

A: No, MetroWeb Bill Pay will not automatically access your overdraft from savings or line of credit. If you need funds from your savings or your line of credit to cover a payment, please use MetroWeb to make that transfer before you log on to Bill Pay and schedule the payment.

Q: Do MetroWeb Bill Pay transactions access Courtesy Pay? Back to top

A: No, MetroWeb Bill Pay will not access Courtesy Pay to cover bill payments. Courtesy Pay is not available on ATM transactions, and bill payments are processed via the ATM network.

Q: What if I don't have sufficient funds to cover a scheduled payment? Back to top

A: If you attempt to schedule a Today or an Expedited payment without sufficient funds in your account, the transaction will not be processed. If you schedule a Future or Recurring payment and funds aren't available in your account on the scheduled payment date, the payment will not be made. The system will make a second attempt 24 hours later. If funds aren't available then, no future attempts will be made; you will be notified by a message the next time you log on to MetroWeb Bill Pay.

Remember, overdraft from savings or a line of credit is not recognized by MetroWeb Bill Pay. To access these accounts to cover a payment, you must transfer the funds via MetroWeb.

Q: Is there any sort of guarantee that my payment(s) will be made on time? Back to top

A: Yes. If a properly scheduled payment isn't posted on time, we'll see that late fees and finance charges are removed by the merchant, or we'll pay them. (Please refer to the MetroWeb Bill Pay disclosure for complete details on the payment guarantee.)

Money HQ

Q. What is Money HQ? Back to top

A: Money HQ^SM is an optional, add-on service that allows you to manage your accounts with third parties such as banks, credit unions, brokerages, credit card providers and billers via Columbus Metro's MetroWeb Bill Pay service. With Money HQ, you can:

• Aggregate information from all your online financial accounts

• Electronically transfer funds between any of your Columbus Metro FCU accounts and any of your accounts at other financial institutions

• Electronically send funds to another person at this or another financial institution

• Consolidate, organize and present bill information from credit card companies, utilities and other organizations offering online viewing of bills

• Receive balance and due date alerts

• Create simple budgets and track spending through the Personal Finance Manager feature

You can access the Money HQ service by clicking the Bills or Money HQ tabs within MetroWeb Bill Pay.

Q: Is there a fee for Money HQ? Back to top

A: While MetroWeb Bill Pay is free, Money HQ is an optional, add-on service, and there is a monthly fee of $4.95. Your first five standard transfers in any month are included in the monthly service fee; each additional standard transfer is $1.50. Next day transfers cost an additional $8.95 each.

Monthly service and standard transfer fees for the Money HQ service will be deducted from your checking account on the 26^th day of each month. If the total of these fees exceeds $14.95, you will be provided notice of the total 10 days prior to the due date. Fees for next day transfers will be deducted from the account you are transferring funds from at the time of the transfer.

Q: How do I sign up for Money HQ? Back to top

A: To sign up for Money HQ, click the Bills or Money HQ tabs within MetroWeb Bill Pay and follow the prompts.

PLEASE NOTE: If you sign up for Money HQ, you will be asked to enter your account number to enable electronic fund transfers between institutions. Please enter the 14-digit account number that can be found on the MICR line of your checks. Entering an improper account number may delay the availability of the Money HQ service.

Q: How do I cancel the Money HQ service? Back to top

A: You may cancel your Money HQ service at any time by clicking the Profiles tab, selecting the Unsubscribe Money HQ link and following the directions. Your access to the services provided through Money HQ will be immediately terminated.

Gift Cards

Q: What is the Gift Cards feature?

A: The Gift Cards feature is your online gift card store. This service allows you to purchase gift cards within MetroWeb Bill Pay and have your purchase conveniently deducted from your checking account, just like your bill payments. It's simple, convenient and secure.

Q: How does the Gift Cards feature work?

A: Simply click on the Gift Cards tab at any time during your bill pay session to be directed to the Gift Card home page. Click on the icons for more information on any of the merchants offering cards through MetroWeb Bill Pay.

Q: What gift cards are available?

A: You can currently purchase gift cards for the following national retailers: Barnes & Noble, Best Buy, Brinker International restaurants (On The Border Mexican Grill & Cantina, Chili's, Romano's Macaroni Grill and Maggiano's Little Italy), Exxon-Mobil, TGI Friday's, iTunes, JCPenney, Linens-N-Things, Lowes, Macy's, Panera Bread, Sears, SpaWish.com, Starbucks and TJ Maxx/Marshalls/HomeGoods.

Q: Is there a fee for gift cards?

A: Fees are determined by the individual merchant; simply click on the merchant logo for more information. You may order as many cards as you wish from a single merchant and pay only one shipping and processing fee per shipping address.

Q: Are these actual gift cards, or just electronic gift certificates that are emailed?

A: These are actual gift cards, although some merchants also give you the option of purchasing an electronic version that can be emailed to you or to your recipient.

Q: Are the gift cards I purchase sent to me, or to the recipient?

A: That's up to you. You have the option of having the card sent to yourself or directly to the recipient.

Q: When do gift cards purchased through MetroWeb Bill Pay expire?

A: Gift cards purchased through MetroWeb Bill Pay never expire. What's more, the balance of the card will never be reduced by inactivity or other fees charged by the merchant.

© 2001 Columbus Metro Federal Credit Union