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Home Banking FAQ's

System and Web Browser Requirements for Online Banking

  1. What should I do to maintain the security of my personal and financial information?
  2. What hardware, software, and services do I need for online banking?
  3. What is 128-bit encryption, and why do I need it?
  4. How can I tell if my browser supports 128-bit encryption?

How to Sign Up for Online Banking

  1. How do I get a Sign-On ID and password for online banking?
  2. How long does the enrollment process take?
  3. Can I choose my own Sign-On ID and password?
  4. What do I do if I forget my password?
  5. What do I do if I cannot find my Sign-On ID and password?

WhatYou Can Do with Online Banking

  1. What functions are available online for my accounts?
  2. Can other people access my financial information?

How to Access Your Bank Accounts Online

  1. How do I log in to online banking?
  2. Why is it so important for me to sign off from online banking?
  3. Is online banking available all the time?
  4. Can I use my browser's Back and Forward buttons to go from one online banking page to another
  5. What account information can I see online?
  6. Do I have any control over the account detail that is displayed?

How to Pay Your Bills Using Online Banking

  1. Who can I pay with my online Bill Payment Checking Account?
  2. Should I contact a company before sending my first online bill payment?
  3. How do I pay a bill?
  4. How do I create a payee?
  5. How do I make a payment to a payee?
  6. If I want to pay the phone company every month, will I need to define the phone company as a payee again every time I want to pay them?
  7. When I define a payee, the system makes me enter an account number. What if I want to pay someone, but I don't have an account with them?
  8. What is the difference between a recurring payment and a one-time payment?
  9. How do I set up a recurring payment?
  10. How do I stop payment on a check?
  11. How do I know when a payee has received a payment?

Question #1

What should I do to maintain the security of my personal and financial information?

Answer:

At Greenwood Credit Union, we understand that security is one of our primary responsibilities. With this in mind, we have taken the necessary steps to provide our members with state-of-the-art security for their online banking transactions. Our infrastructure, coupled with the security features built into your browser and operating system, can provide you with a secure environment -- but only if you do your part. To help maintain the security of your accounts, follow these guidelines:

Maintain the security of your Sign-On ID and password.
Protect your computer from malicious programs and intruders by running an anti-virus utility and maintaining a firewall.
Make sure you have applied the latest security patches to your web browser and operating system, especially if you use Internet Explorer and Windows.
If you use Internet Explorer, consider using an alternative web browser, such as Netscape.
Protect yourself from e-mail fraud.
 

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Question #2

What hardware, software, and services do I need for online banking?

Answer:

In order to provide you with the maximum level of security, we require that you use a browser that supports 128-bit encryption. Browsers that fulfill this requirement include: Microsoft Internet Explorer - Version 5.0 or higher. Note that not all Version 5.x browsers come with support for 128-bit encryption. You may need to upgrade your browser to this level of encryption.

Netscape Navigator - Version 4.08 or higher, except for Navigator 6 (Navigator 6 is not compatible with the online banking service). Note that not all versions of Netscape come with support for 128-bit encryption. You may need to upgrade your browser to this level of encryption.

AOL - Version 4.0 or higher. Note that not all versions of AOL come with support for 128-bit encryption. You may need to upgrade your browser to this level of encryption. Upgrades for 128-bit encryption are available directly from Microsoft, Netscape and AOL via their respective web sites.

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Question #3

What is 128-bit encryption, and why do I need it?

Answer:

Encryption is the process of encoding a message so that only the sender and the recipient can tell what the message really says. A simple way to encrypt this sentence, for example, would be to substitute a number for each letter, according to the position of that letter in the alphabet: 1 for "a", 2 for "b", and so on. As you can imagine, this method of encryption could be easily decoded.

Greenwood Credit Union uses a combination of security technologies to protect its members, their transactions, and the Credit Union itself. Each customer is given a unique Sign-On ID and password that they must use in order to enter the online banking service. You, the customer, play a key role in maintaining security by ensuring that your Sign-On ID and password remain confidential at all times.

A Verisign™ Digital Certificate and your browser's Secure Socket Layer (SSL) ensure 128-bit encryption of your banking transactions. Firewalls at each point of entry prevent intrusion into the online banking service.

The 128-bit encryption enforced by our Verisign™ Digital Certificate is the highest level of encryption currently available for public use in the
United States. To guarantee that you get this level of protection, we require that you use a browser that supports 128-bit encryption with our online banking service.

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Question #4

How can I tell if my browser supports 128-bit encryption?

Answer:

If you are using Microsoft Internet Explorer, do the following:

·         Pull down your Internet Browser's Help menu and select About Internet Explorer. A pop-up window will appear with information about Internet Explorer.

·         In that window, look for a line that begins with the words "Cipher Strength". If the cipher strength is any less than 128-bit, then you must upgrade your browser in order to use online banking. You can go directly to Microsoft's web site and obtain the upgrade by clicking on the words "Upgrade Information" that appear in parentheses next to the cipher strength.


If you are using Netscape Navigator, do the following:

·         Pull down your Internet Browser's Help menu and select About Navigator. A page will appear with information about Netscape Navigator.

·         In the left-hand column, look for a line that states "Contains encryption software from RSA Data Security, Inc. Copyright © 1994 RSA Data Security, Inc. All Rights Reserved. "Below that line, in bold you should find the following text: "This version supports U.S. security with RSA Public Key Cryptography, MD2, MD5, RC2-CBC, RC4, DES-CBC, DES-EDE3-CBC . " If you find this exact text, then your browser supports 128-bit encryption. If this line of text begins: "This version supports international security...", then your browser does not support 128-bit encryption, and you will need to upgrade your version of Navigator. You can get an upgrade from the Netscape web site. (Note: Do not attempt to use Netscape Navigator Version 6; it is not compatible with the online banking service.)


If you are using AOL, you will know that your browser does not support 128-bit encryption if you receive a 403 error when you try to use online banking. If you receive this error, go to Keyword: 128 browser. Follow the instructions for downloading and installing a browser that supports 128-bit encryption. How can I tell if my browser supports 128-bit encryption?

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Question #5

How do I get a Sign-On ID and password for online banking?

Answer:

In order get a Sign-On ID and password for online banking, you need to enroll your account(s) using our online enrollment form. To enroll, go to Greenwood Credit Union online banking web site and do the following:

·         Click on Enroll Online tab at the top on the right side of the page; this will take you to the page entitled Access Agreement.

·         Review the access agreement and if you agree with the terms and conditions, click on Agree.  Fill out the enrollment form and submit it.


If the information entered can be verified you will be setup to use online banking immediately.  If some of the information can’t be verified then the
Member Service Department at Greenwood will need to complete the enrollment process.  When you log in for the first time, the online banking service will require that you change your password.

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Question #6

How long does the enrollment process take?

Answer:

If the enroll online process is completed with no verification issues then you will have access to your accounts immediately.  If member service must completed the process, it typically will take no later than the next business day to be notified that you have been assigned a Sign-On ID and password

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Question #7

Can I choose my own Sign-On ID and password?

Answer:

You can choose your own Sign-On ID. When we enroll your account(s), you will select a password.  When you log in for the first time, the online banking service will require that you change your password. This means that everyone who uses online banking gets to choose their own password.

Passwords can contain letters and numbers, and must be between eight (8) and fifteen (15) characters long. Passwords are not case sensitive, so a password of "abc12zyx" is the same as "ABC123ZYX".

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Question #8

What do I do if I forget my password?

Answer:

If you know your Sign-On ID, but you forget your password for your personal accounts, you can either select from the login screen “Can’t remember your password” and answer the secret question or you must call Greenwood Credit Union Online Support at 401-739-4600.  Online Banking Support can be reached Monday through Wednesday from 9:00 a.m. to 4:00 p.m., Thursday from 9:00 a.m. to 5:00 p.m. and Friday from 9:00 a.m. to 7:00 p.m.  You must know your Sign-On ID in order for us to reset your password (if you have forgotten or lost your Sign-On ID, please refer to the next question).  Please note that banking regulations do not allow us to send you a Sign-On ID or password via email, because email is not sufficiently secure for transmitting this information.

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Question #9

What do I do if I cannot find my Sign-On ID and password?

Answer:

If you forget your Sign-On ID for your personal accounts, or you forget both your Sign-On ID and your password, you have two options:  first, you can visit us at our branch and speak to a Member Service Representative (MSR). The MSR can assist you with this problem during normal business hours (Monday through Wednesday from 9:00 a.m. to 4:00 p.m., Thursday from 9:00 a.m. to 5:00 p.m. and Friday from 9:00 a.m. to 7:00 p.m.

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Question #10

What functions are available online for my accounts?

Answer:

When you enroll your accounts for online banking, you will be given the following functions, based on the type of account:

Account type

Online functions

Checking

Bill payment (optional), inquiry, transfer, stop payment

Money Market

Inquiry, transfer, stop payment

Home Equity Line of Credit

Inquiry, transfer, stop payment

Statement Savings

Inquiry, transfer (in and out)

Passbook Savings

Inquiry, transfer (in only)

Consumer Loan

Inquiry, loan payment

Commercial Loan

Inquiry, loan payment

Mortgage Loan

Inquiry, loan payment

Time Deposit (CD)

Inquiry only

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Question #11

Can other people access my financial information?

Answer:

We give you a Sign-On ID and password so that only you have access to your accounts through online banking.  All banking information is kept that is transferred to your computer is done so over a secure connection.

Keep in mind, however, that you yourself have a critical role in maintaining the privacy and security of your account. To help ensure the security of your financial information, follow these rules:

·         Do not give your Sign-On ID and password to anyone. If two or more people share a Sign-On ID and password, Greenwood Credit Union has no way to tell which of those people actually performed a given transaction. You are responsible for any transaction performed using your Sign-On ID and password.

·         Do not leave your Sign-On ID and password out in the open where anyone passing by can see it.

·         Do not leave your computer unattended while you are logged in to online banking. If you leave your computer unattended while you are signed on, anyone passing by could use your computer to perform any of the transactions that you are authorized to perform.

·         Always sign off at the end of an online banking session. This will terminate your session, which will prevent someone from using your browser's Back button to return to a session that has not yet timed out.

In general, all of these are common-sense rules. Use good judgment to ensure that your financial information remains secure. Greenwood Credit Union is not responsible for nonpublic personal information or financial information that becomes public because you did not maintain the security of your Sign-On ID and password. Greenwood Credit Union is also not responsible for financial loss that occurs because you did not maintain the security of your Sign-On ID and password.

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Question #12

How do I log in to online banking?

Answer:

To log in to online banking, do the following:

·         Click on the button labeled Sign-on.

·         Enter your Sign-On ID in the box next to the label Sign-On ID.

·         Press the tab key to move to the password field.

·         Enter your password in the box next to the label Password.

·         Click on the blue and white button that says Sign On.

·         Wait until the online banking service displays your account list.

If you have a problem logging in, refer to our Troubleshooting section.

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Question #13

Why is it so important for me to sign off from online banking?

Answer:

It is very important that you end each online banking session by signing off. To sign off, click on the Sign Off link on the left side of any online banking page. This will end your online banking session.

Why is this so important? Because of the way the Web works, signing off is the only way the online banking service knows that you have ended your session. If you leave online banking without signing off -- by going directly to another web site, for example -- the online banking service keeps your session alive for up to 20 minutes while it waits to see if there is something more you want to do. This is not good for two reasons: First, it is a security risk; if you leave your PC unattended during this time, someone could use your browser's Back button to return to your active session. Second, if you try to sign on again before the online banking service has timed out your session, you will receive an error message.

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Question #14

Is online banking available all the time?

Answer:

Online banking is available for 24 hours a day, seven days a week, 365 days a year.  

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Question #15

Can I use my browser's Back and Forward buttons to go from one online banking page to another

Answer:

In general, you should never use your browser's Back or Forward buttons to go from one online banking page to another. If you are doing a transaction -- such as paying a bill, or transferring money -- use the buttons at the bottom of the page to either complete the transaction or cancel it. Use the buttons at the top of a page to perform a function related to that page, such as Add Payee or List Payees. If you are viewing information and want to go to another page, use the links on the left-hand side of each page.

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Question #16

What account information can I see online?

Answer:

The Account Summary page displays a list of your accounts.  By clicking on the detail link for each account number a summary page is displayed.  By clicking on the description the account, history is displayed.  You also have the ability in transaction register to add transactions which have not cleared your account.  In Bill, lists of pending bill payments and transfers, and lists of your payees. Initially, Bill Pay will display up to 90 days of history for your accounts. As you use Application Name, your transaction history will accumulate.

Online banking reports allow you to see summary and detail information about your accounts. You can assign transactions to categories that you define, and then report on transactions using those categories.

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Question #17

Do I have any control over the account detail that is displayed?

Answer:

The Options link on the left-hand side of each online banking page allows you to set the number of lines displayed on each page of your Register, the default Register sort order, the Register background color, and whether to display each Register entry in 2-line format.

The Transaction Detail report allows you to select transactions by Account, Date Range, Category, or Preset Date Range. This report also allows you to specify the sort order for transactions.

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Question #18

Who can I pay with my online Bill Payment Checking Account?

Answer:

You may make bill payments through Application Name service to any business, person or professional that has an address we can verify. Within Application Name, these are called "Payees". Bill payments may be made only to Payees with a U. S. payment address. You may not make a payment of alimony, child support, taxes or other government fees or court directed payments or purchase securities using the Application Name service.

Bill payments will be sent to a Payee either electronically or by paper check mailed to the Payee via the U.S. Postal Service.

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Question #19

Should I contact a company before sending my first online bill payment?

Answer:

It is a good idea to contact a company before you define that company as a payee. Some companies -- including some credit card companies -- require that you send a payment to a special address when you are using an online bill payment service. Some companies also require extra time to process a payment that is not accompanied by a portion of your statement. Be sure to ask the company:

·         "Is a special address required for checks issued from an online payment system, or should I use the address that is included with my invoice?" If a special address is required, then be sure to enter this special address as the payee address in the online banking service.

·         "Is any extra time required to process a payment that comes in without a portion of my statement? If so, how much extra time is required?" If extra time is required, then be sure to allow for that extra time when you make a payment using the online banking service.

One question the company may ask you in return is: "Will your account number appear on the check?" The answer to this question is: "Yes." This assumes, of course, that you entered the correct account number when you defined the payee in the online banking service.

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Question #20

How do I pay a bill?

Answer:

To make a payment using the online banking service, there are two basic steps:

1.      Make sure the company or person that you are going to pay is on your Payee List.
When you use online banking, the company or person that you are going to pay is called a "payee". You can define a payee yourself using the Add Payee function. Whenever possible, you should select a payee from our list of Standard Payees, because payments to Standard Payees are generally made via electronic payment. Each payee that you have selected or defined appears on your Payee List.

2.      Create a payment to the payee.
This is like writing a check to the payee. Almost all the payments you make will be "one-time" payments. A payment to your doctor for a check-up is an example of a one-time payment. Another example is your monthly credit card bill. Because the amount changes each month, you should make a one-time payment for each bill. If you have bills that come due for the same amount every period, however, it may be more convenient to set up a "recurring payment". For example, if you make the same mortgage payment for the same amount every month, you can set up a recurring payment to automatically issue that payment on a certain day of each month.

These two steps are described in more detail in the following questions and answers.

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Question #21

How do I create a payee?

Answer:

If the person or company you want to pay is not on our list of Standard Payees, then you can define a payee yourself.

Let's assume you want to make a payment to your veterinarian using online banking. To define your veterinarian as a payee in the online banking service, follow these steps:

·         Enter your Sign-On ID and password to log in to the online banking service. This will take you to the page entitled Accounts.

·         On the left side of the page is a list of links. Click on Bill Payments. This will take you to the page entitled Bill Payments. This page will show you any payments you have already made.

·         At the top of the page is a set of buttons. Click on Add Payee. This will take you to the page subtitled New Payee, and where you can search your existing payees or create a new payee. Click the Create New button. The New Payee form will appear.

·         Fill out the New Payee form. For example, you might enter:
Name: Animal Hospital
Address Line 1:
21 Park Avenue
Address Line 2: (blank)
City:
Glastonbury
State
: CT
Zip Code: 06033
Phone number: 111-222-3333
Account number: 1234569
NOTE: The account number in this case is our account with the veterinarian. This is the account number that appears on the bill you receive from your vet.

·         Click the Submit button at the bottom of the form to create the payee. The payee will now appear in your List of Payees.

·         You can now verify the information that you entered for the payee. If you need to make a change to the payee information, click the Edit link on the left side of the payee entry. This will take you to the page subtitled Edit Payee, where you can correct the information for this payee.

You have now completed the process of defining a payee. Now you are ready to make a payment.

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Question #22

How do I make a payment to a payee?

Answer:

To make a payment to a payee, follow these steps:

·         Enter your Sign-On ID and password to log in to the online banking service. This will take you to the page entitled Account List.

·         On the left side of the page is a list of links. Click on Bill Payments. This will take you to the page entitled Bill Payments. This page will show you any payments you have already made that are pending. If you are making your first payment, there will not be any entries in the list.

·         Along the top of the page is a list of buttons. Click on Add Payment. This will take you to the page subtitled Schedule Payment. This page contains a form that you fill out to make your payment. Filling out this form is like writing a check.

·         Fill in the information for the payment. Referring back to our example of paying the veterinarian, we would fill in the following values on the Add One Time Payment form:

Account: 1234567890 - Personal First Direct
Pay to the order of: Animal Hospital
Date:
August 1, 2003
Amount: 125.00
Category: Pets
Auto-schedule: One Time
# Payments: 1
Internal Memo: 6-month check-up for Toby

Not all payments are the same, so here are some guidelines for filling out the payment fields:

Pay to the order of: This is a drop-down list of the payees that you have already defined. If the person or company that you want to pay is not in this list, you must define them as a payee before you can pay them.

Date: Enter the date that you want the payment to be processed from your account. Please make your payments early enough to leave 7 business days for the payment to be received and processed by the recipient.

Amount: Enter the amount of the payment you would like to make.

Account: This is a drop-down list of accounts from which you can pay bills.

Internal Memo: This is an optional field that can be used for any additional information which you would like to associate with this payment. In this case we have used it as a category of expenses.

Auto-Schedule: This field determines how often this payment will be processed. By far most of your payments will be One Time payments. By choosing a different value, however, you can set up recurring payments.

# Payments: This field determines how many times this payment will be processed. By far most of your payments will have a value of 1, indicating that there is just one payment. By choosing a different value, however, you can set up recurring payments with a limited number of total payments. For example, if you have a 48-month car loan with the same fixed amount to be paid each month, you might set Auto-Schedule to Monthly and # Payments to 48.
 

·         Click the Continue button at the bottom page. When the system finishes processing your Add One Time Payment request, the system will automatically take you back to the page entitled Payment List. You will now see the payment you just created.

·         Note that the status of your payment is "Pending". This means that the payment has been created, but it has not yet been processed. Money has not yet been taken from your account, and the payment has not yet been sent to the payee.

·         You can now verify the information that you entered for the payment. If you need to make a change to the payment information, click the Edit link on the right side of the payment entry. This will take you to the page entitled Edit Payment, where you can correct the information for this payee. You can also delete the payment by clicking on the Delete link on the right side of the payment entry. If you delete the payment, it will be listed with a status of "Cancelled" on the Payment List.

·         At any time before the payment is processed, you can view the payment information, edit the payment information or delete the payment. Your payment will be processed overnight on the date you specified when you created the payment. In our example above, our payment to the veterinarian would be processed on the night of March 2. At that time, money would be taken from our account and the process of sending the payment to the payee would be initiated.

You will know that your payment has been processed when you see a status of "Processed" in the payment entry on the Payment List. Payment information cannot be modified after the payment has been processed.

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Question #23

If I want to pay the phone company every month, will I need to define the phone company as a payee again every time I want to pay them?

Answer:

No. Once you define a payee, the online banking service remembers all the information about that payee. When you want to pay them again, just use the Add Payment or Multi Payment function and select the payee.

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Question #24

When I define a payee, the system makes me enter an account number. What if I want to pay someone, but I don't have an account with them?

Answer:

You can pay a person or company even if you do not have an account with them. When you add new payees, you will probably find that the payees fall into one of two categories:

1.      Companies with Whom You Have an Account
One of the required fields for a payee is the Account #. For companies like the phone company, or a utility, your bill shows your account number with that company. When you add a payee for the phone company, for example, you should put your phone company account number in the Account # field. This ensures that your phone company account number will appear on all checks to the phone company.

2.      People or Companies With Whom You Do Not Have an Account
In some cases, you will want to pay someone, but you do not have an account with that person or company. In these cases, you will need to put something in the Account # field in order to tell the payee what the check is for. In situations like this, where you do not have an actual account with a payee, you can think of the Account # field as a "message" field. For example, you might enter the text "Rent - 1 Main
St. Apt 12" in the Account # field for a payment to your landlord. If you went for an eye examination and wanted to pay the doctor, you could enter "Eye Exam 1/31/2000" in the Account # field.

Note that whatever you put in the Payee Account Number field will appear on the check.

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Question #25:

What is the difference between a recurring payment and a one-time payment?

Answer:

Almost all your payments will be one-time payments. You should only use a recurring payment when you are paying someone the same amount every period. For example, you could set up your mortgage payment as a recurring payment, because the amount of the payment is the same every month. Other payments -- like your phone bill or your gas bill -- occur every month, but the amount you pay is different from one month to the next. These payments should be made each month as one-time payments.

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Question #26:

How do I set up a recurring payment?

Answer:

To set up a recurring payment to a payee, follow these steps outlined above for making a One Time payment. However, set the Auto-Schedule and # Payments fields to the frequency and number of payments that you would like the online banking service to schedule. You must set the # Payments to a value greater than 1 in order for the online banking service to schedule multiple payments.

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Question #27:

How do I stop payment on a check?

Answer:

To stop payment on a check, follow these steps (Note: you can only use this function to stop payment on a check that you wrote manually. To stop payment on an online bill payment, you must call Application Name Support at XXX-XXX_XXXX.):
 

·         Enter your Sign-On ID and password to log in to the online banking service. This will take you to the page entitled Account List.

·         On the left side of the page is a list of links. Click on Register. This will take you to the page entitled Stop Payments. If you need help filling out the Stop Payment form, click the Help link on the left side of the page.

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Question #28:

How do I know when a payee has received a payment?

Answer:

Let's assume for a moment that you pay a bill the traditional way: you write a check, place it in an envelope, and mail the check to a payee. If the payee does not receive the check, the payee either notes that fact on your next invoice, or contacts you to inquire about the missing payment. Online bill payment works the same way. Processed payments appear on your monthly statement that you receive in the mail, but there is currently no verification that a payee has received an online bill payment.

This still leaves us with the question: "How do I know a payment was sent to a payee?" If a payment cannot be made because you did not have sufficient funds in your account, the payment will be cancelled. You will receive a message in your Mailbox informing you of that the payment was cancelled. If the payment was made, you will notice the withdrawal in your Register for the account from which you paid the bill.

It is important to monitor the payments that you make, both one-time payments and recurring payments. If you see a payment that is not processed on the assigned processing date, first look to see if you have sufficient funds to cover the payment. If you do have sufficient funds, and you believe the payment should have been processed, call Greenwood Credit Union at 401-739-4600 and we will be happy to help you.

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