A: Sometimes the payee may not credit your account immediately after receiving a payment. If the payment is not credited in a reasonable amount of time, take the following steps to resolve the problem:

1. Wait five days after the scheduled payment date to see if the payee credits the payment to your account.
2. If the payment is not applied to your account, call the payee's customer service department to see if they received the payment and credited your account.
3. When you call, gather the following information from the payee:
   • The name of the person who assisted you with your payment question.
   • The phone number you called to contact the payee.
   • The date you called the payee to inquire about your payment.
   • The amount of any late fees or finance charges assessed.
4. If you have received a late fee but scheduled your payment on time, ask the payee if they will waive any late fees or finance charges.
5. If the payment is not credited to your account or if the payee will not waive late fees, find the payment in Payment Activity . Click View to access the Payment Detail page. Then click Inquire about this payment... to send us a message that includes the information you gathered from the payee.

Need help sending us a message about a payment?

A: If you have received a late fee or finance charge for a late payment that you scheduled on time, follow these steps:

1. Call the payee's customer service department.
2. When you call, gather the following information:
   • The name of the person who assisted you with your payment question.
   • The phone number you called to contact the payee.
   • The date you called the payee to inquire about the late fees.
   • The amount of any late fees or finance charges assessed.
3. Ask the payee to waive any fees or finance charges.
4. If the payee will not waive the fees or charges, find the payment in Payment Activity . Click View to access the Payment Detail page. Then click Inquire about this payment... to send us a message that includes the information you gathered from the payee.

Need help sending us a message about a payment?

A: After the payment date, check Payment Activity to see if the status of the payment is Processed. If the status is Processed, then the payment has been sent to the payee. You can also check to see if the funds have been withdrawn from your payment account . For example, check your next statement for the withdrawal. Or you can call the payee to see if they received and credited the payment. Sometimes it may take the payee a few days to credit your account.

A: You can cancel a payment while its status is Scheduled. Once a payment's status is In Process or Processed, you can no longer cancel or change the payment. You can cancel payments from the Payment Activity page.

A: Failed is a status that appears in Payment Activity if a payee returns one of your payments to us. The payee may have returned the payment because the information you provided when you added or updated the payee in your payee list wasn't sufficient for the payee to credit your account. You may consider making the payment by other means if it is close to the bill's actual due date.

If you have a failed payment, please take the following steps. These steps ensure that your payment information is attached to your message.

1. Go to Payment Activity and find the failed payment.
2. Click Inquire.
   The Payment Activity - Payment Inquiry page opens. Use this page to tell us more about the problem with the payment.
3. Complete all of the boxes.
4. Click Send.
   Your message is sent.
5. Click Close.
   The Payment Activity page opens.
6. Check Messages in three to four business days for a reply.
7. If you are concerned about meeting the payment's actual due date, send the payment by check in the meantime.

A: If a payment status is still Scheduled, you can make changes to the payment. Go to Payment Activity and click View/Change next to the payment that you need to change. Make changes to the amount or the payment date, as necessary.

Note: After a payment has started processing, you can no longer make changes to it. A payment has started processing if the payment status is anything other than Scheduled (for instance, In Process or Processed). If you overpaid the amount, contact the payee to request a refund or a credit toward your next payment. If you have been charged late fees, contact the payee. They may waive the fees for you.

A: Look for the payment in Payment Activity . The following describes the statuses:

• Scheduled indicates that the payment is scheduled to be made.
• In Process indicates that the payment is being processed. Payments can start processing as early as four days before your scheduled payment date or on your payment date. Normally, the payee receives the payment on the payment date and credits your account. Keep in mind that sometimes the payee may take a few days to credit your account.
• Processed indicates that the payment processing is complete.
• Canceled indicates that you canceled the scheduled payment.
• Failed indicates that the payment was returned to us either because there was a problem when we tried to deduct the payment from your payment account , or because the account information sent with your payment was not enough for us to credit your account.

A: With the Guarantee, you can be assured that your electronic payments are safe and reliable. When your payments are processed through CheckFree, you are protected in the unlikely event of unauthorized transactions or processing delays. For more information, go to http://www.checkfree.com/checkfreeguarantee.

A: WebPay determines if the payment will be made electronically or by check, based on whether the payee accepts electronic payments and other guidelines. For example, some payees, such as individuals, cannot receive electronic payments, so a check is printed and sent to the payee. Whether a payment is made electronically or by check, the payment is processed to reach the payee on time.

A: The paper checks display the same information that you complete on the Make Payments page. This information includes:

• Your name
• Payee name
• Payee account number
• Payment amount
• Payment date

Note: In some cases the paper checks are drawn against your payment account . When this is the case, your payment account number will also appear on the check.

A: The payee should receive the payment on the scheduled payment date.

Note: It may take the payee a little longer to credit the payment to your account.

A: If the payment is sent electronically, the funds for the payment clear your account on the scheduled payment date. Otherwise, funds clear your account when the payee deposits or cashes the check. Keep in mind, however, that you should always have funds available to cover the payment on the scheduled payment date.

A: Yes, you can make payments from more than one payment account . The account number you select when making a payment is the account your payments are withdrawn from.

To add a new account, go to the My Profile - Payment Account Information page and click Add Payment Account.

A: No, you cannot send a payment to a foreign address.

A: When making a payment, the first available payment date allowed by Online Bill Payment is four business days from today. The payment date is the date that the payment is due. For example, if you have a bill due on the 15th of the month, go to Make Payments on the 11th of the month or earlier if the time period includes any weekends or holidays. This will allow you to schedule the payment date for the 15th. If you wait until after the 11th to schedule the payment, the payment date will have to be set later than the 15th and the bill payment may be late. Scheduling pay dates sufficiently in advance of the due date on the bill allows enough time for the payee to receive the payment and credit it to your account.

Note: Whether the payment is electronic or sent by mail, payees may not always credit your account on the same day that they receive the payment. Allow for extra time in this situation so the payment is not considered late, or contact the payee.

A: You can schedule payment dates four business days from today or later. The earliest possible payment date is indicated on the E-Bills and Make Payments pages. If you try to schedule a payment earlier, you are asked to reschedule the payment date at least four business days from the current date.

A: A payment begins processing on the payment date you schedule, which should be at least four days before the payee needs to receive the payment. Four days allows us time to determine how the payment should be processed (for example, can the payee accept electronic payments or should a check be mailed) and time to send the payment to the payee. After a payment begins processing, you can no longer make changes to it. Your changes could affect how we would process the payment.

A: You don't need to do anything with your bill statement—payees do not need that portion of your statement. All of the information you provide when adding payees and scheduling payments is sufficient for the payee. If you like, you can keep the statement for your own records.

A: When you receive your payment account statement, the payments made through WebPay usually appear as electronic withdrawals (similar to ATM withdrawals) even if WebPay sends a paper check to the payee.

Note: In some cases the paper checks are drawn against your payment account . When this is the case, the payments will appear on your payment account statement just like your other checks.

A: Yes, payments are automatically scheduled based on the information you enter on the Make Payments - Repeating Payments page.

A: Auto-Pay is an optional feature available for many payees that can send e-bills. If Auto-Pay is available, you can set it up when you add an e-bill-capable payee and sign-up for e-bills. If available, you can also add Auto-Pay later by changing the payee information from the Payee Setup - Payee List page.

A: The USPS Electronic Postmark™, or EPM, is the application by the United States Postal Service (USPS) of a trusted date and time seal to an electronic message or transaction. The EPM:

• Provides a validation of the time and date of the transaction.
• Validates that an electronic transaction was not changed after its processing by WebPay.

EPM provides you with the confidence and peace of mind for your electronic transactions that only the United States Postal Service can offer.

A: When you schedule a bill payment, the Postal Service postmarks the payment with a unique date and time stamp. The postmark helps identify the payment and confirms that your payment was scheduled. The EPM is updated if you cancel or change any element of the payment (date, amount, or payee).

Note: The USPS Electronic Postmark™ is automatically applied through WebPay at no additional cost.

A: There is no additional cost. This value added service is a free enhancement to the WebPay service.

A: All payments that you schedule—including repeating payments, Auto-Pay payments, and e-bill payments—are postmarked.

The following types of transactions are not postmarked:

• Payments you scheduled before .
• Any service fees charged for your bill payment services, or any standard processing fees charged by your financial institution.
• Payments scheduled by customer service on your behalf.
• Payments canceled the same day they were scheduled.

A: The EPM does not prove the identity of the sender or recipient of a transaction or message, and it does not encrypt the transaction or message.