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Online Bill Pay and E-Bills

Frequently Asked Questions

General Questions

What is Online Bill Pay?

Online Bill Pay lets you pay your bills online through BBVA Compass. You can pay virtually anyone in the United States that you would normally pay by check or automatic debit, even if you do not receive bills from the company or person you want to pay.

Quick Facts about Online Bill Pay:

  • You can pay all of your bills from one screen, known as the Payment Center. You can also see a summary of your pending payments and the payments you've made in the past 45 days on this same screen.
  • You can receive some of your bills online through Online Bill Pay. We can receive electronic bills from hundreds of billers nationwide.
  • You can set up automatic payments to pay all or some of your bills.
  • You can review your bills and payments from the past eighteen months.

How does Online Bill Pay work?

To pay your bills online, simply add the companies and people you want to pay. We use this information to send the payments for your bills.

After you add your bills, you will see them listed in a Payment Center. To pay a bill, enter a payment amount and the date when you want that company or person to receive your payment, hit submit, and your payments are taken care of. You can pay as many bills as you want at the same time from the Payment Center.

After you pay your bill, it will move to the Pending Payments section and the Recent Payments section of the Payment Center.

  • The Pending Payments section provides a quick summary of the payments that have not been processed yet.
  • The Recent Payments section provides a list of the bills that have been paid in the past 45 days.

If you can't find the payment you want to see in the Recent Payments section, you can go to the Bill History page. Bill History shows all of the bills you paid during the past eighteen months, including electronic bills and the bills that you pay automatically.

What can I do through Online Bill Pay?

  • Pay several bills at once.
  • Set up automatic payments for recurring bills of same amounts - like a mortgage payment or cable TV.
  • Make simple payments for different amounts at different times - like the phone or utility bill.
  • Receive and pay eligible bills electronically.
  • Send payments to any individual or company in the U.S.
  • Review upcoming scheduled payments and make changes or cancel them.
  • Review your bills and payments for up to eighteen months.

What are Online Bill Pay options?

  • Enter as many payees as you like.
  • Review the payee information you have entered.
  • Add, modify, or delete payee information anytime.
  • Schedule bill payments to the payees of your choice.
  • Receive and pay electronic bills.
  • Review upcoming scheduled payments and make changes or cancel them.
  • Review the payment history of each of your payees.

What's the fee for Online Bill Pay?

Online Bill Pay is free with all accounts. Check out our pricing section for complete details.

How can Online Bill Pay help me keep track of my bills?

All consumer checking products come with complimentary Online Bill Pay. Check out our pricing section for complete details.

When does the money come out of my account for an online payment?

If the payment is sent electronically, the funds for the payment clear your account on the date you scheduled the payment to be made. If a check is sent, the funds clear when the company or person deposits or cashes the check and the check is returned to BBVA Compass for payment.

Is Online Bill Pay secure?

The security and integrity of your accounts are top priorities for BBVA Compass. The bank introduces online functionality only when we're fully confident that the systems meet the level of security appropriate to safeguard our customers.

For more detailed information about security and encryption, check out Security and Encryption.

Whom can I pay?

You can pay almost any merchant, institution or individual in the U.S., including credit cards, utilities, relatives ... you can even pay your baby sitter.

Why would I use Online Bill Pay to pay a person?

You can take advantage of the Online Bill Pay features to send payments to people as well as to companies.

  • You can send payments online instead of writing checks.
  • You can keep track of all these payments in the Payment Center.
  • You can set up an automatic schedule for the payments.

For example, you may make weekly or monthly payments to a person for housecleaning, childcare, or lawn maintenance services. If you pay the same amount each period, you can set up an automatic schedule for your payments so that you won't be bothered with writing checks for each payment. You can also set up reminders for these payments and review a history of these payments.

Are there any payments that cannot be made through Online Bill Pay?

You can only send payments to a United States address.

You can make state and federal tax payments and court-ordered payments; however, such payments are discouraged and must be scheduled at your own risk.

What type of accounts do I need for Online Bill Pay?

Any BBVA Compass consumer checking account is acceptable.

Are there any limitations on the accounts that can be used with Bill Pay?

  • You must be an account holder on the account.
  • You must be a signatory on the account.
  • The account cannot require more than one signature on a check or withdrawal order.

How many accounts can you use with Bill Pay?

Currently, you can use 75 accounts with Bill Pay.

Can I use Online Bill Pay if I live outside the U.S.?

Yes - but payments can only be made from an account with a U.S. mailing address and to an individual or company whose mailing address is in the United States.

Payment

What is the daily cut-off time for bill payments?

10:00 p.m. EST

What size payment can I make to a single payee?

Any payment from $1.00 to $999,999.99

What do payees actually receive?

>Electronic payees receive payment information in an electronic format.

Non-electronic merchants or individuals receive a laser-printed paper check sent through the U.S. Postal Service. The check contains the following information:

  • Your name and address
  • The company or person's name and your account number, if available
  • The payment amount
  • The payment date

If you add a memo to your payment, this information is printed on the memo line of the laser-printed paper check.

What happens if I want to pay someone who doesn't accept electronic payments?

A computer check will be generated and mailed to your payee for you. It will take a few more days' lead time than an electronic payment, but Online Bill Pay will tell you that when you schedule your payment by showing the available payment dates on the Pay Date Calendar.

How do I know whether a merchant will receive an electronic payment or a check?

Unfortunately, we don't have a process to communicate which billers receive electronic payments.

What is the earliest date I can send a payment?

Some companies let you send payments on the same day or the next business day. For most bills, it can take two to four business days to send the payment.

How far in advance can I schedule a payment?

Up to one year in advance.

Why does it take four days to process some payments?

Some companies and many people cannot receive electronic payments. In these cases, a check is printed and mailed to the address you provided when you added your bill. Four days allows us time to send the payment.

Some billers may not always credit your account on the same day that they receive the payment. Sending payments in advance of the bill's due date allows enough time for the biller to receive the payment and credit it to your account.

When does a company or person receive my payment?

The company or person should receive the payment on the payment date you specify.

How do I know if a company or person received a payment sent through Online Bill Pay?

In the Online Bill Pay Payment Center, you will see the payment move from the Pending Payments section to the Recent Payments section when the payment has been sent. Once the payee/biller receives and processes the payment, the funds will debit your account.

You can then check your account statement online to see when the funds were withdrawn from your account.

How do payments show up on my account statement?

When you receive your account statement, the payments made through Online Bill Pay usually appear as electronic withdrawals (similar to ATM withdrawals), even if a check is sent for the payment.

Note: In some cases, the payments appear on your account statement just like your other checks. However, the sequence numbers on these transactions are typically higher than the sequence numbers on your handwritten checks.

Can I obtain the cancelled checks or proof of payment?

You'll receive a check number for every payment you schedule. The check number is viewable in the Pending Payments section of the Account Summary screen, while the payment is pending. Electronic checks or drafts will also be noted on your monthly account statements. If you receive your cancelled checks with your monthly statement, any payments made with the laser-printed checks will also be included.

If my computer crashes, or I get disconnected from the Internet by accident, how will I know that my transfers or payments have been made?

After the connection problems have been resolved, you can sign on again to see if the payment shows in Pending Payments on the Account Summary screen or the Payment Center screen, which will mean that it has been dispatched to the bank. You can contact Online Banking Support during regular business hours to see if we have received your instructions about payments or transfers.

What can I do if I am notified that one of my scheduled payments was not received?

Call Online Banking Support at 1-800-273-1057. We will research this for you. Or send us a bill payment inquiry online.

How long is my bill payment history stored?

Bill Pay history is stored up to eighteen months.

If you need to view payment information older than eighteen months, you can contact Online Banking Support or send us a request in Messages.

Can I view the payment history for a specific vendor?

In Payment History, you can view up to 18 months' worth of payment history.

What are automatic or recurring payments?

These are payments you schedule in advance to occur at certain intervals. You can add an automatic payment for any bill or payment you make. There are two types of automatic or recurring payments:

  • Automatic Payments set up in a Schedule
    You can set up an automatic payment schedule to send payments of a set amount at regular intervals. For example, you can schedule a payment to be sent on the first of each month to pay your mortgage or rent. When you set up an automatic payment schedule, the payments will be automatically scheduled for the duration you choose or until you delete the automatic payment.
  • Automatic Payments for Electronic Bills
    If you receive electronic bills, some billers let you set up options for paying them automatically. You can decide whether to always pay the amount due or to set a limit on the amount for automatically paying the bill. You can also decide whether to send the payment on the due date or on the earliest date available after you receive the bill.

Whom can I pay with automatic payments?

>You can set up an automatic payment schedule to pay any person, bill or company. For example, you might set up an automatic payment schedule to pay your mortgage or rent at the first of each month, send a weekly allowance to a child at college, or make bimonthly payments to reduce the duration of your auto loan.

How frequently can an automatic payment be scheduled?

You can set up automatic payments as follows:

FrequencyDefinitionExample
WeeklyEvery week on (or near) the same day of the week you scheduled for the first payment.You send the first payment on a Monday, 11/28/2005. The next five payments are scheduled for 12/5/2005, 12/12/2005, 12/19/2005, 12/23/2005, and 12/30/2005.
Every 2 weeksEvery other week on (or near) the same day of the week you scheduled for the first payment.You send the first payment on 11/28/2005. The next five payments are scheduled for 12/12/2005, 12/23/2005, 1/9/2006, 1/23/2006, and 2/6/2006.
Every 4 weeksEvery fourth week on (or near) the same day of the week you scheduled for the first payment.You send the first payment on 11/28/2005. The next five payments are scheduled for 12/23/2005, 1/23/2006, 2/20/2006, 3/20/2006, and 4/17/2006.
MonthlyEvery month on (or near) the same date you scheduled for the first payment.You send the first payment on 10/31/2005. The next five payments are scheduled for 11/30/2005, 12/30/2005, 1/31/2006, 2/28/2006, and 3/31/2006.
Twice a monthEvery month on (or near) the same date you scheduled for the first payment.The second payment will be made 15 days after the first payment date. You send the first payment on 10/10/2005. The next five payments are scheduled for 10/25/2005, 11/10/2005, 11/23/2005, 12/9/2005, and 12/23/2005.
Every 2 monthsEvery other month on (or near) the same date you scheduled for the first payment.You send the first payment on 10/31/2005. The next five payments are scheduled for 12/30/2005, 2/28/2006, 4/28/2006, 6/30/2006, and 8/31/2006.
Every 3 monthsEvery three months on (or near) the same date you scheduled for the first payment.You send the first payment on 10/31/2005. The next five payments are scheduled for 1/31/2006, 4/28/2006, 7/31/2006, 10/31/2006, and 1/31/2007.
Every 6 monthsEvery six months on (or near) the same date you scheduled for the first payment.You send the first payment on 10/31/2005. The next five payments are scheduled for 4/28/2006, 10/31/2006, 4/30/2007, 10/31/2007, and 4/30/2008.
AnnuallyEvery 12 months on (or near) the same date you scheduled for the first payment.You send the first payment on 10/31/2005. The next five payments are scheduled for 10/31/2006, 10/31/2007, 10/31/2008, 10/30/2009, and 10/29/2010.

What do I have to do before I can use the Bill Pay service?

You can set up an automatic payment schedule to pay any person, bill or company. For example, you might set up an automatic payment schedule to pay your mortgage or rent at the first of each month, send a weekly allowance to a child at college, or make bimonthly payments to reduce the duration of your auto loan.

Payees

How many payees can I list?

An unlimited number of individuals and businesses can be set up as payees. If the number of payees exceeds 500, the page will run slower.

Can I update my payee list, and if so, how often?

You may update your payee list anytime and as often as you wish.

How soon can I start making payments to a payee that I have just added to my list?

You may begin making payments immediately.

I signed up for Bill Pay, but I can't set up a payee. What is the reason?

Please call Online Banking Support at 1-800-273-1057 for assistance. Our office hours are:

Monday to Friday: 7am to 10pm CT Saturday: 8am to 4pm CT.

Electronic Bills

What is an Electronic Bill?

An Electronic Bill, or E-Bill, is an electronic version of a bill that you can view and pay online through Online Bill Pay. We have established relationships with hundreds of billers nationwide that can send you an electronic version of your bill. These electronic bills typically contain the same information included in the printed bills that are mailed to you.

Quick Facts About Electronic Bills

  • When you add an electronic version of your bill, we send the information as a request to your biller. After your request has been processed, you'll receive an electronic bill from the biller. It may take a month or more to receive your first electronic bill, depending on your billing cycle.
  • Your electronic bills are delivered to Online Bill Pay. When you start receiving electronic versions of your bill, you'll see an electronic bill icon next to the biller name in the Pay Bills section of the Payment Center. You simply click the electronic bill icon to view and pay your bill.
  • Some billers can also send electronic bill notifications to an e-mail address that you specify.
  • When you receive electronic bills, you'll see the bills listed in the Bill Reminders section of the Payment Center. The bill appears in the reminders list as soon as Online Bill Pay receives it from your biller.

How do I receive electronic bills?

When you ask for an electronic version of your bill, we send the request to your biller. After your request has been processed, you'll receive an electronic bill from the biller in a month or more, depending on your billing cycle.

When you start receiving electronic versions of your bill, you'll see an electronic bill icon next to the biller's name in the Pay Bills section of the Payment Center. When you have a bill that is due, you can click the icon to view and pay it. You'll also see the bill listed in the Bill Reminders section of the Payment Center. The reminders list shows the amount due and the due date from your bill.

Can I receive electronic bills through e-mail?

In some cases you can. Some companies that send us an electronic version of your bill can also send you notification through e-mail.

When you add an electronic version of your bill, you may see the option "Always e-mail my bill to me", which means that your biller can send you notification of an electronic bill through e-mail. If this option does not appear, your biller does not send notification through e-mail.

Note:The e-mails are sent in an HTML format. If your e-mail software does not read HTML messages, your electronic bills may not be easy to read.

How do I know if a company sends electronic bills?

If a company you add as a biller can send electronic bills, you will see a Sign Up icon when you set up the company as a biller. You can also add it later on the Manage My Bills page. If the biller does not offer electronic bills, the option does not appear on the Manage My Bills page.

How long does it take to receive electronic bills from a biller?

It can take a week for the biller to process your request for electronic bills. After your request has been accepted, it can take a month or more to receive your first electronic bill, depending on your billing cycle.

Will I still receive a paper copy of the bill through U.S. mail?

It depends on the biller. Some billers stop sending a paper bill and only send an electronic bill to your Online Bill Pay account. Other billers continue to send paper bills through U.S. mail in addition to sending you an electronic bill through Online Bill Pay.

Can I stop receiving electronic bills and have my bills mailed to me again?

Yes. You can stop receiving bills electronically by requesting a biller to stop sending them to Online Bill Pay. You simply select the option, "Stop an electronic version of my bill", for that biller in the Manage My Bills section. We then notify the biller to stop sending your bills electronically. The biller will begin to send your bills through the mail again.

Can I receive and pay an electronic bill in someone else's name?

No, the bill must be in your name or your spouse's name.

What are Bill Reminders?

Bill reminders are a helpful way to manage your bills and other payments. You can set up typical due dates and amounts for your payments and request reminders to notify you when your payments are due. You can also set up reminders for when your payments have been sent and when bills are past due. Bill reminders are available as online notifications that appear in the Bill Reminders section of the Payment Center and as e-mail reminders.

How do Bill Reminders work?

A bill's typical due date, bill frequency, and how far in advance you want to receive reminders determines when a reminder appears in the Bill Reminders section of the Payment Center.

Let's say, for example, you set up a reminder for your monthly phone bill. You enter a typical due date of 3/15 and select the option to receive your reminder 10 days before the bill is due. Your phone bill appears in the Bill Reminders section beginning on 3/5.

If you don't pay your bill by 3/12, it becomes past due. The past due status is based on the bill reminder options you selected and the processing time required to send this payment. In this example, the processing time is two days, but additional days are factored in for non-business days. For other companies or people you pay, the processing time can be four days.