DCECU Products & Services

-You can use Bill Pay to make a one-time payment to a business or individual payee.
-You can utilize Bill Pay to make payments to a payee that doesn't accept electronic payments.
-You control who is paid, how much is paid and when it is paid.

How many Bill Pay transactions am I allowed to set up each month?

-Currently, DCECU provides unlimited transactions via Bill Pay at no charge. However,
there may be a minimal fee assessed in the future for transactions exceeding 15 per month.
-You are allowed to list up to 250 payees, a maximum payment amount of $25,000.00 per transaction.
-You cannot submit payments to the same payee for the same amount on the same day.

What guarantee do I have that my payment will be made on time?

A payment guarantee is provided that states: If a properly scheduled payment is not received and posted on time by the payee, we will attempt to have any late fees or assessed finance charges removed. (Finance charges are calculated based on your payment amount rather than your entire balance.) If the payee is unwilling or unable to remove them, we will pay the fees and finance charges directly to the payee. In addition, we will attempt to have your account noted appropriately to ensure that the situation does not negatively impact your credit rating. **
This Payment Guarantee applies to late fees and/or finance charges associated with the late posting of a payment, provided that the following conditions are met:

The payment was scheduled to be delivered on or before the due date of your bill, excluding any grace periods. (The one exception to this guideline is that mortgage payments may be scheduled so that the payment is sent on or before the due date, excluding grace periods. For example, a mortgage payment due on July 1st, with a 15-day grace period, must have a “Send-On” date no later than July 1st.)
The payment was not made to an excluded payee:

Payments to payees located in the Armed Forces Postal Codes such as AE & AP
Unprocessed payments due to debit failures
Payments to settle securities transactions
Payments to payoff special or delayed financing for purchases
Payments to credit counseling agencies who pay creditors on your behalf

The payment was not made to a prohibited payee. Payments to the following payees are not permitted through this service:

Payments to payees outside of the United States
Court-ordered payments such as alimony, child support, speeding tickets, etc.
Tax entities
Collection agencies

The information supplied by you is correct (payee name and address, your name and account number as it appears on the payee’s records).

To whom can I send payments?

You can pay virtually anyone in the United States--from mortgage companies, auto lenders, credit card companies, to the paperboy. **Payees that are not eligible for payment through this service include governmental agencies, including but not limited to the Internal Revenue Service, all state and local tax authorities, collection agencies, as well as recipients of court-ordered payments like child support or alimony. Any organizations or individuals outside of the United States are also excluded. **Payments to government agencies for utilities such as water are permitted.

**Please Note: Due to the potential penalties that may be assessed on late tax payments, we are not able to honor these types of payments.

What happens if my payee won't accept electronic payments?

A paper check will be sent to the payee via the United States Postal Service First Class. Payments must be set up 5 days before the due date for payees that do not accept electronic payments. (Almost 65% of payments are sent electronically.) Please allow five business days for check payments and two business days for electronic payments prior to due date.

How will I know that my payment won't get lost, sent to the wrong payee, or get applied to someone else's account?

You will receive a confirmation number of a scheduled payment. You may confirm payments received by contacting the payee directly. Please refer also to the Payment Guarantee.

How will I be notified that my payments have been processed ?

You will receive immediate confirmation while online that your payment has been scheduled. This will include payee name, amount of payment and a confirmation number. You may also confirm with the payee that they have received payment if you so desire. Typically people simply verify receipt of payment on their next bill, just as when they have paid by personal check.

Can my joint account holder sign up for Bill Pay for me?

No. Bill Pay sign up must be initiated by the primary account holder.

Can I pay my VISA bill through Bill Pay? How does that get set up if my VISA is through the Credit Union?

Yes. You can set up the payment with the VISA billing information just the same as any payee.

Will creditors still send me a bill? Will I receive a statement from them showing they received my payment electronically?

Electronic Bill Pay does not affect payee billing practices. Your payment should be confirmed like any normal payment you would send in. Please verify with the business if you're not familiar with their normal practice in this matter.

Does DCECU share my information with anyone? How secure is my information and account when I use Bill Pay?

The Credit Union will disclose information to third parties about your account or the transfers you make: (1) where it is necessary for completing transfers, or (2) in order to verify the existence and condition of your account for a third party, such as a credit bureau or merchant, or (3) in order to comply with government agency or court orders, (4) if you give us your written permission, or (5) as explained separately in the DCECU Privacy Notice and Disclosure. All data transmissions use Secure Socket Layer (SSL) and require 128-bit encryption.

What is meant by the term "Business Day"?

Business days are Monday through Friday, excluding the six major holidays--New Years Day, Memorial Day, July 4th, Labor Day, Thanksgiving Day and Christmas Day.

Can I select the account from which payments will be made?

All transactions on your Bill Pay account must be made from your Primary Checking account. The credit union will not be responsible to transfer funds from any of your other existing accounts to cover payments for you.

What information do I need from payees I want to set up for Bill Pay?

You will need to provide the payee (not always a business) name, billing address, phone number, and your name/account/reference number with the payee. Refer to your most recent bill for this information.

How does Bill Pay work and how do the payments post to my account?

When a payment is submitted to a payee, your account will be debited for that amount via an ATM transaction. An electronic payment or check payment will then be sent to that particular payee and the payee should receive your payment within 2 business days for electronic delivery or 5 business days for paper delivery.

What are the fees for copies of checks or placing stop payments on Bill Pay transactions ?

A fee of $10.00 is assessed per check copy request. A fee of $15.00 is assessed per stop payment request.

The member may contact our third party vendor via an email session through Bill Pay or at the 1-800 Customer Support number for any inquiries concerning a lost/incorrectly posted payment. This type of request will initiate a complete investigation on our behalf for our member with payee involvement and, if necessary, we would stop/reissue a new payment without passing a fee on to the member. If the member is requesting the payment to be halted; however, there may be a stop payment fee accessed. Most request for copies of checks do involve a fee assessment.

Note: Stop payments are issued only when no other option exists to resolve the inquiry. Experience has shown that the original stopped check is often received and negotiated by the merchant, creating unintended consequences and/or fees for the member.

What if I overpay or underpay?

Any amount that you designate will be paid to the designated payee, regardless of the amount due. Please contact the payee to resolve overpayment or underpayment issues just as you would if you wrote a personal check.

What happens if I do not have sufficient funds to complete a payment?

You will receive after the first NSF attempt, an e-mail message within Bill Pay informing you of the unsuccessful attempt and that another attempt to process the transaction(s) will be made on the next business day. Note: This will happen automatically unless you delete the transaction(s) from the payments or transfer screen. If the second attempt is NSF as well, you will receive a second e-mail message within Bill Pay informing you of the NSF and recommending that you verify your account balance and resubmit your transaction(s). Note: If applicable, DCECU Courtesy Payment privileges may be extended to certain Bill Payment transactions.

Technical Questions:

When I log in to Bill Pay, how current are the balances shown on my account and how often are these balances updated?

“Real time” balances are shown from your account and reflect the remaining available withdrawal balance in your Primary Checking account.

Will the payments I set up as "Today" payments reflect immediately in my account balances?

Yes, in most cases it is deducted immediately.

Can I send through a payment immediately, or does it have to be scheduled?

All payments made through Bill Pay are scheduled payments. If you want to schedule an immediate payment, funds will be withdrawn when you exit Bill Pay and the payment will be initiated on the next business day (provided you are logged out of your Bill Pay account before 12:00 midnight the day you set up the payment). Note: You will be notified of how many days it will take to process the payment.

How do I set up payees?

There is a detailed HELP section within Bill Pay, a toll-free customer service hotline that you can use 24 hours a day, seven days a week, and online help as well.

What happens if I forget to log off Bill Pay?

After ten minutes of inactivity, you will get a prompt asking if you want to stay logged in to Bill Pay. If you do not respond to this prompt within four more minutes, you will automatically be logged off.

What happens if I close the Bill Pay window without logging off?

You could potentially lose any payments that have not been submitted during the session.

What happens if I get automatically logged off Bill Pay before I get a confirmation number for my transaction? Is there a way for me to look up this number?

If a transaction was processed (or scheduled to be made), you should be able to see a confirmation number for that transaction in the payment summary screen.

Can I print the Session Summary Report?

Yes. When you click on the Log Out button, you will receive a Session Summary Report. This report provides a printable log of activity that took place during a given session (log in to log out). NOTE: You will not receive a Session Summary Report if the system logs you off due to inactivity or if you exit the system by closing your browser, thereby logging you out of the Bill Pay system. You are able to print this screen before you log off Bill Pay by simply hitting the print command button.

What happens if I set a payment up incorrectly? What can I do to change, reverse or cancel the incorrect payment?

Payments designated as "Today" transactions cannot be stopped, cancelled, or modified for any reason as funds are deducted immediately. In order to cancel or modify a Bill Pay transaction designated as "Future" or "Recurring", you must use Bill Pay and follow the instructions provided to you. You must cancel the payment using Bill Pay by 12:00 midnight of the day before the Scheduled Initiation Date.

What are the system requirements to access Bill Pay?

If you are unable to access your Bill Pay account, please make sure you are allowing pop-ups from our site. Certain features in Cyber Connection (including Bill Pay) will not be accessible if pop-ups are blocked. If you are still unable to log into Bill Pay, you may wish to contact your Internet Service Provider or you may try our Bill Pay Customer Support at (800) 369-9089.

How do I allow pop-up windows?

In order to properly use DCECU's Bill Pay service, your browser must be configured to allow pop-up windows from our site. While the various pop-up blocking programs available differ in how they are configured, most have an option that reads "Allow all pop-ups from this site" or similar. Please select this option from your pop-up blocker when attempting to start Bill Pay, or manually add www.dcecu.org to the list of sites from which pop-ups are allowed. If you continue to experience problems, please contact the pop-up software maker (e.g. Symtantec, Yahoo, etc.) for further assistance.

Password Questions:

Will I need to learn a new password to be able to access Bill Pay?

No. Access to your Bill Pay is granted through your credit union Cyber Connection sign on.

How can I change my password?

To change your password, select the “Change Access Code” option in the “Other Options” menu in Cyber Connection. You may contact the credit union Member Contact Center with any questions or problems you have pertaining to your Cyber Connection password at (989) 835-7794 or (800) 835-7794 between 7:00 a.m. and 6:00 p.m. EST, Monday through Friday. You may also visit our Account Services Department between 7:30 a.m. and 5:30 p.m. EST, Monday through Friday.

Member Service Questions:

Who should I contact for help?

The phone number for Bill Pay Customer Support is 1-800-368-9089, 24 hours per day, 7 days a week, excluding the six major holidays--New Years Day, Memorial Day, July 4th, Labor Day, Thanksgiving Day and Christmas Day.

Can I e-mail questions or messages regarding Bill Pay? What type of information should I include?

Yes. There is a messaging service in Bill Pay. The required information will be automatically included. Simply describe your question or problem.

What is the response time if a message is sent via e-mail?

An e-mail is sent immediately to acknowledge the receipt of the message, and a response is sent within 24 hours.

What are the business hours for Bill Pay Assistance?

Assistance is available 24 hours a day, seven days a week, excluding the six major holidays--New Years Day, Memorial Day, July 4th, Labor Day, Thanksgiving Day and Christmas Day.