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FAQs About Payments



Bill Pay FAQs   e-Bill FAQs   Payment FAQs   Pay To/Pay From FAQs   e-Bill Initiated Payment FAQs

Payment Questions and Problems

Changing Payments

Pay From Account Questions

Scheduling Payments Questions

Payment Problems

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Payment Questions and Problems

How do I confirm that a payment has been made?

A Pay To account can take a few days to credit your account. After the deliver by date has passed, check the Payments Overview page to see if the status of the payment is Processed. If the status is Processed, then the payment has been sent to the Pay To account. You can also check your monthly statement to see if the payment has been withdrawn from your checking or money market account or Home Equity Line of Credit, or you can call the Pay To account to see if they received the payment.

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How can I find out the status of my payment?

Look for the payment on the Payments Overview page. The following list describes the statuses:

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Are my payments guaranteed?

With the Online Banking Guarantee, you can be assured that your electronic payments are safe and reliable. When your payments are processed through Bill Pay, you are protected in the unlikely event of unauthorized transactions or processing delays.

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How does a Pay To account receive my money?

Bill Pay determines whether your payment to a Pay To account is made electronically or by check, based on whether the Pay To account accepts electronic payments and other guidelines. For example, some Pay To accounts can't receive electronic payments, so a check is printed and sent to the Pay To account. Whether a payment is made electronically or by check, the payment is processed to reach the Pay To account on time. To assure timely payment and obtain the full benefit of the Online Banking Guarantee, you must schedule payments at least four (4) bank business days before the payment due date and your account must be in good standing at least four (4) bank business days before the Deliver By date.

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What is printed on the paper checks you send?

The paper checks sent to Pay To accounts that can't receive electronic payments include the following information:

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How soon does a Pay To account receive my payment?

The Pay To account will receive the payment by the Deliver By date. The Deliver By date that displays after you enter a payment amount is the estimated date that the Pay To account will receive the payment. Remember that even though the Pay To account receives the payment by the Deliver By date, the Pay To account can still take a few days to credit the payment to your account. Contact your Pay To account if you have any questions about when the payment was received.

Some companies and all individuals can receive payments only as checks. We will send a paper check for your payment in those instances. If we send a payment by U.S. Mail, the actual delivery date may vary. Make sure you have available funds in your account at least four (4) bank business days before the Deliver By date.

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Can I make international payments?

Payments to a foreign address are not available at this time.

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How are payments to Pay To accounts made when I use the Online Bill Pay service?

Pay To accounts are businesses or individuals to whom you are making payments. Payments you make through Bill Pay are delivered in one of three ways:

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When are payments made by "electronic transmission" and "corporate check" deducted from my account when I use Bill Pay?

We deduct these payments from your account on the Deliver By date. In most cases we show these payments as pending at the beginning of the Deliver By date. This reduces your available balance as of the beginning of that day. However, if your payment is to a Bank of America company, we do not reduce your available balance until we post the payment, which could happen at any time on the Deliver By date.

Beginning a few days before the Deliver By date, please make sure funds in your account will cover your scheduled payment and other transactions. Keep those funds available until the payment is deducted from your account. Please refer to your account agreement for details.

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When are payments made by "personal check" deducted from my account when I use Bill Pay?

When we use a personal check to make your payment, we do not deduct the amount of the payment from your account until we receive the check from the recipient. That could happen a few days or even weeks after the Deliver By date. During that time we do not display the payment as pending.

Beginning a few days before the Deliver By date, please make sure funds in your account will cover your scheduled payment and other transactions. Keep those funds available until the payment is deducted from your account. Please refer to your account agreement for details.

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Changing Payments

How do I cancel a payment?

You can cancel a payment only while its status is Scheduled. To cancel a scheduled payment, select the Cancel link next to the payment on the Payments Overview screen. For payments that have a status of In-process or Processed, please contact customer service at 1.800.933.6262 to discuss your options.

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How do I edit a payment?

You can edit any payment providing the payment's status is Scheduled. To change a payment, select the View/Edit link next to the payment on the Payments Overview screen.

Please note: If you made a payment for more than the amount due, contact the Pay To account to request a refund or a deposit toward your next payment.

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Pay From Account Questions

Can I make payments from more than one account?

Yes, you can make payments from more than one account. Bank of America checking and money market account or Home Equity Line of Credit. You can also link a checking or money market account at another bank to make payments. The account you select when you make a payment is the account we withdraw your payment from.

To use an account from another bank, you have to add it to Bill Pay and verify the account. Your eligible Bank of America Pay From accounts will automatically display.

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How do payments show up on my account statement?

Electronic payments and paper checks are identified on your account statement. Electronic payments appear on your statement as "Pay To account Name Bill Payment." Paper checks are shown as a "Bill Pay Check" and can be viewed online just like your other cleared checks.

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Scheduling Payments Questions

When should I schedule a payment?

When you schedule a payment, the Deliver By date that displays after you enter a payment amount is the estimated date that the Pay To account will receive the payment. Entering a later available Deliver By date will schedule the payment for delivery on a future date.

Please note: Even though the payment is delivered to the Pay To account by the Deliver By date, it can still take a few days for the Pay To account to credit your account. If you think that your payment will be late, please contact the Pay To account. To assure timely payment and obtain the full benefit of the Online Banking Guarantee, you must schedule payments at least four (4) bank business days before the payment due date and your account must be in good standing at least four (4) bank business days before the Deliver By date.

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What is the earliest Deliver By date I can enter for a payment?

When you schedule a payment, the Deliver By date that displays after you enter a payment amount is the earliest estimated date that the Pay To account will receive the payment.

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Why do delivery times vary?

Delivery times vary depending on how your payment is delivered:

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When is the money for the payment withdrawn from my Pay From account?

The actual delivery date for a payment may vary from the Deliver By date estimate. Please make sure that there are sufficient available funds in your account to cover your payment beginning a few days before the Deliver By date and keep such funds available until the payment is deducted from your account.

In most cases, we make payments electronically or by corporate check drawn on our account or the account of our vendor, and the amount is subtracted from your account on the Deliver By date. In other cases, we may elect to print and mail a personal check drawn on your account. If we pay by personal check, the money will then leave your account when the personal check is presented for payment, which may occur before, on or after the Deliver By date.

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Are recurring payments scheduled automatically?

Yes, recurring payments are automatically scheduled based on information you provide. To set up a recurring payment, go to the Automatic Payments Overview page and select a Pay To account from the Set up a recurring payment plan list.

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Can e-Bills be paid automatically?

Yes, e-Bills can be paid automatically when you set up an e-Bill initiated payment. E-Bill initiated payments is an optional feature that is available for most Pay To accounts that can send e-Bills. You must have requested e-Bills from the Pay To account and received your first e-Bill before you can set up an e-Bill initiated payment.

If e-Bill initiated payments is available, you can set it up by going to the Automatic Payments Overview page and selecting a Pay To account from the Set up an e-Bill initiated payment plan list.

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Payment Problems

What do I do if the Pay To account has not received my payment or credited my account?

If a payment is not credited to your account within five business days of the deliver by date, take the following steps:

  1. Call the Pay To account's customer service department to see if they received the payment and credited your account.
  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 Pay To account.
    • The date you called the Pay To account to inquire about your payment.
    • The amount of any late fees or finance charges assessed.
  3. If you were charged a late fee but scheduled your payment on time, ask the Pay To account if they will waive any late fees or finance charges.
  4. If the payment has not been credited to your account or if the Pay To account will not waive late fees, find the payment on the Payments Overview page and select View Payment next to the payment.
  5. Select Inquire About Payment to send a message to customer service that includes the information you gathered from the Pay To account.
  6. On the Inquire About Payment page, enter as much information as possible.
  7. Select Send Inquiry.
    Your message is sent and the Inquire About Payment: Completed page opens.
    Please note: Select Print to print a copy of your inquiry.
  8. Select Return to View Payment to go back to the View Payment page.
  9. Check your email in three to seven business days for a reply.
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What do I do if I was charged a late fee for a payment?

If you are charged a late fee or finance charge for a late payment that you scheduled on time, follow these steps:

  1. Call the Pay To account'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 Pay To account.
    • The date you called the Pay To account to inquire about the late fees.
    • The amount of any late fees or finance charges assessed.
  3. Ask the Pay To account to waive any fees or finance charges.
  4. If the Pay To account will not waive the fees or charges, find the payment on the Pay To Accounts Overview page and select View Payment next to the payment.
  5. Select Inquire About Payment to send a message to customer service that includes the information you gathered from the Pay To account.
  6. On the Inquire About Payment page, enter as much information as possible.
  7. Select Send Inquiry.
    Your message is sent and the Inquire About Payment: Completed page opens.
    Please note: Select Print to print a copy of your inquiry.
  8. Select Return to View Payment to go back to the View Payment page.
  9. Check your email in three to seven business days for a reply.
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What do I do if a payment failed?

A payment fails when the Pay To account returns a payment to us or when there aren't sufficient funds available in your checking or money market account to cover the payment. A failed payment appears on the Payments Overview screen.

If the payment fails and it is close to the bill's due date, you might want to consider making the payment by some other means, such as mailing a check. If you would like to inquire about a failed payment, please follow these steps:

  1. Go to the Payments Overview page and find the failed payment.
  2. Select View Payment next to the payment.
  3. Select Inquire About Payment.
  4. On the Inquire About Payment page, enter as much information as possible.
  5. Select Send Inquiry.
    Your message is sent and the Inquire About Payment: Completed page opens.
    Please note: Select Print to print a copy of your inquiry.
  6. Select Return to View Payment to go back to the View Payment page.
  7. Check your email in three to seven business days for a reply.
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