Frequently Asked Questions... about the new True Blue® Bill Payment service
Is there a change in the timing of payments being debited from my account?
Yes. Previously bill payments were debited from your account and sent to the payee on the day you selected as the process date for payment.
Now when you set up a payment, you will enter the date you would like the bill to be received by the payee. This is called the pay date. Capitol Federal sends the payment to the biller in advance of the pay date, allowing you to keep the money in your account longer. If your payment is made electronically, your account will be debited for the payment on the pay date you entered. If your payment is made by check, your account will be debited for the payment when the check is presented for payment by the recipient. Since the funds are withdrawn from your account after the biller receives the payment, you must remember to deduct those funds from your balance.
What is a Biller?
Payees are now called billers in the new system.
I use multiple checking accounts to pay my bills; how do I continue to do this?
The upgrade allows you to organize billers into groups. If you pay from multiple accounts and specific billers are paid with specific accounts, you can use groups to assist.
Using groups is an excellent method for organizing your bills, and making bills easier to find in the Payment Center. For example, you can create such groups as Utilities, Vacation and Mom’s Bills. Always sorted alphabetically, you may create up to 60 Groups.
TIP: You may use a number at the beginning of a group's name to have it appear first in the list of groups. By collapsing unneeded groups, you may easily view the groups from which you currently are paying bills.
The new TBO Bill Payment does not support the "Default Pay from Account". Each time you request a payment, you must choose the account from which each payment will be withdrawn.
Has the cut-off time for submitting a bill payment changed?
For standard bill payments, new payments must be made prior to 9:00 p.m. Central Time. Next day payments, 5:00 p.m. Central Time, and Overnight payments, 2:00 p.m. Central Time.
* Same day, next day and overnight payments may not be available options for all billers in all situations. Convenience charges apply.
Can I still edit or cancel pending bill payments?
You are able to edit or cancel bill payments prior to the payment entering the processing status. A payment with the status Processing means the payment has been sent to the biller in advance of the pay date. At this point, you cannot change or cancel the payment. Payments are sent to the biller 2 to 5 days ahead of the pay date.
TIP: While the Payment Center shows the payment has been processed or is processing, your online checking account transaction and balance may not reflect the payment at this time. However, you should remember to deduct these funds from your checking account balance to ensure funds will be available when the payment is presented for payment. Do not set up another duplicate payment, because the payment has not been deducted from your account.
What will happen if I set up a bill payment prior to the upgrade to be paid after the upgrade?
All pending single and recurring series payments were converted. The process date you selected prior to the upgrade became the pay date after the upgrade.
Will my bill payments be made electronically or by check?
Bill payments will now be made both electronically and by check, depending on if the biller accepts electronic payments from Capitol Federal. Most utility and other large companies accept electronic payments. If you are paying a local lawn service or your babysitter, these payments could go out as a printed check.
Even if a bill may be paid one month electronically, it may not be paid in the same manner the following month. When you make any bill payment, consider the funds gone and deduct them from your balance.
TIP: Check the Confirmation Screen for a memo line. If a memo line is displayed, the payment will be processed as a check. Memo lines cannot appear on Electronic Payment screens.
What are eBills and how do they work?
eBills are electronic versions of your paper bills you can receive through True Blue Online® Bill Payment. An eBill comes directly from the biller (such as Lowe’s or Kohl’s) to you within the Payments tab on TBO. This helps in consolidating all of your bills to one place. In addition, you may elect to receive a notification via email when you receive an eBill. You will be able to view balances, transactions and other statement information in an eBill, depending on the unique features associated with each biller’s eBill. Once you receive an eBill, you will be able to pay it directly online through TBO. You will not need to visit the biller's website.
