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Bill Pay FAQs | Payment FAQs | Bill FAQs


FAQs for Managing Payment Problems


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What if I find a mistake with my payment?

If the payment has not started processing, you can change the:

Changing the Biller

If you made a payment to the wrong biller, you can cancel the incorrect payment and make another one to the correct biller.

Changing an Overnight Check Payment

You cannot change an Overnight Check payment. If the payment has not started processing yet, you can cancel it and schedule another payment.

Changing a Same-Day Bill Pay Payment

You cannot change a Same-Day Bill Pay payment. If the payment has not started processing yet, you can cancel it and schedule another payment.

Changing a Processed Payment

If the payment has started processing, or if the status is Paid, call the biller's Customer Service about the mistake and gather the following information:

If you received a late fee, even though you made your payment on time, ask the biller to waive any late fees or finance charges.

Sending a Payment Inquiry

If the problem still isn't resolved, send us a payment inquiry. We contact the biller on your behalf in an attempt to resolve the problem. For more information, see What is a payment inquiry?.

Note: You can only submit an inquiry on a payment processed within the past six months.

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What if the biller has not received or credited my payment?

Sometimes the biller may not credit your account immediately after receiving a payment. It can take a few days for the biller's payment system to show the credit to your account. Wait a few days after the scheduled pay date to see if the payment is credited to your account.

If you schedule a payment for overnight delivery before 2:00 P.M. ET, your biller can receive it the next day. If you schedule a payment after 2:00 P.M., the biller can receive it in two days. When you schedule an Overnight Check payment, we send you an e-mail message with the tracking number from the overnight delivery service. You can also find the tracking number in the Bill Detail. Use the tracking number to determine when the check is delivered to the biller.

If you schedule a Same-Day Bill Pay payment, the biller will credit your payment on the pay date. However, the payment may not be reflected in your biller account information for a day or two. If you want to verify the payment, you should wait a day or two before contacting the biller.

If the payment is not credited after two days, call the biller's Customer Service. If the problem still isn't resolved, you can send us a payment inquiry. We contact the biller on your behalf in an attempt to resolve the problem.

Note: You can only submit an inquiry on a payment processed within the past six months.

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What if I receive a late fee for a payment?

Check the payment information to make sure you scheduled the payment before the bill's due date. If you made the payment on time, call the biller's Customer Service and ask to have the late fee or finance charge waived. If the biller did not credit your payment properly, any charges or fees may be waived once the problem is resolved.

If the problem still isn't resolved, send us a payment inquiry. We contact the biller on your behalf in an attempt to resolve the problem.

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What if I overdraw my payment account?

The payment fails processing, and the status changes to Failed. You receive an e-mail message and a letter notifying you that the payment has been returned to us. We make a second attempt to withdraw the money from your payment account. If this attempt also fails, you must resolve the problem with our Payment Processing Center.

Please contact your financial institution to ensure that the funds are available. If the due date is near, however, you should pay the bill by some other means, such as sending a check.

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What if a payment failed?

Failed is a status that appears when one of your payments is returned to us. The payment may have been returned because the information you provided when you added your bill wasn't sufficient for the biller to credit your account.

You receive an e-mail message and a letter notifying you that the payment has been returned to us. We make a second attempt to send the payment. If this attempt also fails, you must resolve the problem with our Payment Processing Center.

You can send us a payment inquiry. Depending on the nature of the problem, we may contact the biller on your behalf in an attempt to resolve the problem. For more information, see What can I expect when I send a payment inquiry?.

Note: You can only submit an inquiry on a payment processed within the past six months.

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