FAQs for OnLine BillPay
  1. How much does it cost?
  2. How do I get started?
  3. What is a payee or merchant?
  4. Should the processing date be the actual due date of the bill?
  5. How soon are funds actually taken out of my account?
  6. What happens if I do not have enough money in my account to cover a scheduled transfer or payment?
  7. When and how are my payments delivered and how can I ensure that my payee receives my payment by the due date?
  8. When should I make my payments?
  9. When is the last possible opportunity for me to change or cancel a scheduled bill payment?
  10. Who do I contact if a payment has not been posted?
  11. Is there anyone I cannot pay?
  12. What is a Challenge Phrase and Response and why is it required for certain transactions?
  13. What is eBill?

Question #1:  How much does it cost?
Answer: You will not be charged for actively using STC OnLine Banking.

A $5.00 inactivity fee will be charged if no payments are made during any 2-month period based on the anniversary date of your enrollment. As long as at least one payment is made during the 2-month period, your account will not be charged.
 
If you do not use the service during a 2-month period based on your enrollment date, your account will be charged the $5.00 inactivity fee. If you use the service during the next 2-month period, you will not be charged.
 
Question #2: How do I get started?
Answer:
 
STEP 1.  You must be enrolled in STC OnLine Banking. Access to Bill Pay is through online banking.
STEP 2.  Click on the PAY BILLS tab in OnLine Banking and follow the instructions.
STEP 3.  We’ll send you notification, usually within two business days, that your bill pay enrollment has been approved and you may begin to use the service.
 
Question #3: What is a payee or merchant?
Answer: ‘Payees’ are the companies or people that you want to pay.
When you create your payees, it’s a good idea to have your payee information handy – payee address, phone number and your account number with the payee. The bill pay system will guide you through the process.
 
If you have a payee where you do not have an account number, such as your babysitter, enter information in the account number that would help identify you to the payee.
 
Question #4: Should the processing date be the actual due date of the bill?
Answer: No.
Schedule payments a minimum of five (5) business days for your check payments and a minimum of three (3) business days for your electronic payments before the actual due date of your bill.
 
Weekends and federal reserve holidays are not counted as business days.
 
Question #5: How soon are funds actually taken out of my account?
Answer: Bill payments are debited or taken from your account within 24 hours of the process date.

Process Date (or Processing Date)
 is the day processing of the payment is initiated.
  • Single payments are processed on the business day you designate the payment to be processed, provided the payment request is received before the cut-off time (2:00 PM EST).
  • Recurring payments will be processed on the dates you have designated, unless such date falls on a non-business day resulting in your payment being processed on the next business day.
    • We give you the option, when you set up a recurring payment, to tell us that if a recurring payment date falls on a non-business day to process the payment either the business day before or the business day after the payment.
  • Payments are debited from your account and sent within 24 hours of the process date.
Question #6What happens if I do not have enough money in my account to cover a scheduled transfer or payment?
Answer: If funds are not available on the requested processing date and the payment causes an overdraft in your account, we will charge our normal insufficient funds or overdraft charge as set forth in our Fee Schedule, for each item, that would create an overdraft on your account.
 
Just like a paper check that you may have written, we may choose not to pay the transfer or bill payment if there are insufficient available funds in your account and it may be cancelled.
 
If cancelled, you will be required to reschedule the payment; the bill pay system will only process the payment one time. If a recurring payment is cancelled, future payments on the recurring schedule will not be affected; however, you will need to reschedule the cancelled payment if you want it to be paid.
 
Question #7When and how are my payments delivered and how can I ensure that my payee receives my payment by the due date?
Answer: After funds are withdrawn from your account, we may remit your payment(s) by electronic funds transfer, or if the payee does not accept electronic payments, by mailing your payee a check. Because of the time it takes to remit your payment to the payee, they will not receive payment on the processing date.
 
You should allow sufficient time for payments to be received and posted to your account with your payee. Contact your payee or merchant directly to verify receipt of the payment or review your next billing statement for verification of posting of the payment.
 
Question #8When should I make my payments?
Answer
For ‘Electronic’ payments
, allow a minimum of three (3) business days for payment to reach your payee.
 
For ‘Check’ payments, the number of days to allow for payments to reach your payee depends on the location of the payee. Use the following recommendations to ensure your payment is received on time.
Payees located in:
  • Central or Eastern U.S., allow a minimum of five (5) business days;
  • Midwest, allow a minimum of seven (7) business days;
  • West Coast and Hawaii, allow a minimum of eight (8) business days.
You can change or cancel payments, provided you access the Bill Payment service before the cut-off time (2:00 PM EST) on the business day the payment is to be processed.
 
Due to circumstances beyond the control of the service, particularly delays in handling and posting payments by the payee or merchant, some transactions may take a few days longer to be credited by the payee to your account.
 
Question #9When is the last possible opportunity for me to change or cancel a scheduled bill payment?
Answer: You can change or stop a payment before the cut-off time (2:00 PM EST) on the processing date you originally scheduled.
 
You cannot change the date on a recurring payment; however you can stop and reschedule the payment.
 
Question #10Who do I contact if a payment has not been posted?
Answer: Before any research can be done on a payment that has not posted, please allow a minimum of (10) business days for a check payment and a minimum of (5) business days for an electronic payment and transfer to reach your payee.
 
Often it does not take this long, but this is the amount of time we allow the merchant or payee to receive and post our payments. If the transaction has not been posted by that time, call us at the toll-free number 866-336-4826 (this number can also be found at the bottom of every page on the bill pay website). You may also chat with a real person by clicking on the Live Chat button on the bill pay website or send us an email at subscriberservices@billpaysite.com. We will follow up on the transfer or payment and get back to you within 24 to 48 business hours.
 
Question #11Is there anyone I cannot pay?
Answer: YES. Please review the following restrictions:
  • The payee must be located in the United States;
  • Payments may not be remitted to tax authorities or government and collection agencies;
  • Payments may not be remitted to Securities Companies such as Ameritrade for stock purchases or trade taxing authorities, and;
  • Court directed payments are unauthorized (alimony, child support or other legal debts).
    DISCLAIMER: Somerset Trust Company accepts no liability for lost interest or commissions, fees, fines or court actions, et al connected with the violation of this rule.
Question #12: What is a Challenge Phrase and Response and why is it required for certain transactions?
Answer: The challenge phrase and response is a question and answer that you established on your bill pay account. This question and answer should be one that only you know. It provides an additional level of security with your bill pay account.

Question #13: What is eBill?

Answer: eBill, or electronic billing, is a service provided from within STC OnLine Banking/BillPay. With eBill, you can receive bill summary information from eligible payees. If you currently use Billpay but still have to go to a payee's website to pay a bill, then eBill may be for you.