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PAY Direct

 

 

Q. What is Riverfront’s PAY Direct internet bill pay service?

A. Internet bill pay allows users to schedule bill payments through a secure web-site as opposed to physically writing a check and mailing it to the merchant. At the scheduled payment date, internet bill pay will then pay bills on your behalf through either a check or electronic debit from your account.

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Q. Is internet bill pay available to anyone?

A. No. Internet bill pay is only available to Riverfront Federal Credit Union employees and members who have a Riverfront checking account.

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Q. What browsers can I use to access Riverfront’s PAY Direct?

A. The recommended browsers are:
• Microsoft Internet Explorer 5.0 or higher or Netscape 4.7 or higher for Windows
• Microsoft Internet Explorer 5.0 or higher or Netscape 4.7 or higher for AOL/Windows. (You can not access CEFCU Bill Pay with the AOL browser)
• Netscape 4.78 or higher for Macintosh

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Q. Is it safe?

A. Yes. Riverfront has chosen web browsers that are capable of conducting a secure session with an SSL(Secure Sockets Layer)-enabled web server. This means that data being transmitted between your computer and our server are scrambled. Even if the transmission is tapped, the eavesdropper will not see any meaningful data. When the data finally arrives at our server, the data is then unscrambled.

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Q. How do I sign up for RFCU PAY Direct?

A. Log onto www.riverfrontfcu.org and click on the PAY Direct button at the top of the home page. A log in screen will appear. You will need to sign up for the service to obtain a User ID and Password. Click on either the right or left hand side of the screen to sign in. Follow the instructions to set up your PAY Direct account. Once you have completed the application process, a welcome letter will be sent to you via email. This letter is confirmation that you can now access PAY Direct to set up your payees and make payments.

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Q. How do I access Riverfront’s PAY Direct?

A. After you have received confirmation that you can access PAY Direct, use the Internet, go to www.riverfrontfcu.org and click on "PAY Direct" at the top of the Home Page. A log in screen will appear. Enter your User ID and Password.

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Q. What is the fee for Riverfront’s PAY Direct? If there is a fee, how do I pay?

A. There is a monthly fee of $4.95 for your use of PAY Direct. The monthly fee will be debited from your Checking account monthly on the anniversary date you first elected to use the bill pay service, until you notify RFCU that you wish to discontinue PAY Direct.

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Q. Who can I pay through this service?

A. You can make payments to any individual or business in the United States excluding:

• Tax entities
• Government agencies
Payments cannot be made to payees outside the United States.

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Q. Can you pay bills from outside the U.S.?

A. Yes, as long as the merchant and merchant address is within the US. All payments will be made in U.S. dollars.

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Q. To access Riverfront’s PAY Direct, do I have to log in to Riverfront’s Online Direct first?

A. No. You can access Riverfront’s PAY Direct from the Home Page (www.riverfrontfcu.org). PAY Direct is a separate system from Online Direct and you do not need to log onto Online Direct to be in PAY Direct.

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Q. Can I change my User ID?

A. Yes.

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Q. How do I choose my Password and what do I do if I forget it?

A. Once you have activated your account through RFCU PAY Direct, you will be automatically directed online to set up a personal authentication question (i.e. "What is my mother's maiden name?"), and change your Password to a Password of your choice. This Password must be 4 to 10 digits long in either alpha or numeric characters (no spaces or special characters). If you later forget your Password, go to the PAY Direct logon screen, click on "Forgot Password?", and type in your User ID. Then, follow the online directions to answer your personal authentication questions and change your Password.

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Q. Can I change my Password?

A.  If you would like to change your Password at any time, log on to RFCU PAY Direct, click on "Profile" in the top right-hand corner of the Welcome screen, click on "Change Security Settings," and follow the directions to change your Password.

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Q. What if someone has seen my PAY Direct password?

A. If you believe someone may have accessed your accounts without your authorization, please contact Member Services immediately at (610) 374-8351 or (800) 451-3477.

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Q. How do I set up Payees?

A. First, find your recent bills and make a note of each account number and the payee's billing address and telephone number. Then proceed with the following steps:

1. Log in to Riverfront’s PAY Direct site.
2. Click on the "Add New Payees" choice to access the Payee list.
3. Complete the following:
• Payee Type (Business or Individual)
• Payee Name
• Payee Billing Address
• Payee Telephone Number
• Account Number on your Bill (your account number for this payee)
• Your name as it appears on the Bill
• Payee Alias (This is a name that you choose to help you identify and remember the payee. For example, you may nickname your two separate ABC Insurance policies as ABC home insurance and ABC auto insurance.)
4. Click on the "Preview Add Payee" button and note the confirmation number that appears on the screen; it is your record that the request has been received.
5. Click on the “Add Payee” button if the information is correct, otherwise, click on the “Make Changes” button. If the information is correct, the next screen will show the New Payee is confirmed and provides a tracking number for you to note.
6. To add more payees, go to the left side of the screen and choose “Add New Payee” to return to the main Payees screen.

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Q. Do I have to set up my payees every time I make a payment?

A. No, once you've completed the initial set up, Bill Payment is very easy to use. Simply select the merchant from your list and enter the payment information to schedule a payment.

NOTE: The Payment date automatically defaults to the current date. To change the date to your desired due date, please select the calendar icon.

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Q. What if I enter incorrect merchant information?

A. It is VERY IMPORTANT that you enter your information accurately. A wrong address may result in a payment not being received by your merchant by the designated due date. Also, a wrong account number could result in the payment being posted to the wrong account.

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Q. What's the difference between a one-time payment and recurring payments?

A. The differences are outlined below. Nearly all payments are set up as Manual.
• One-Time payment is used for most merchants you plan to pay more than once. The merchant information is stored in your list of payees/merchants. Each time you want to make a payment to this merchant, you select the merchant (click button to the left) and enter the payment amount and due date, then click "Pay Bills" to make the payment.
• Recurring Payments are ongoing recurring payments in the same amount and frequency (monthly, bi-weekly, etc.). You set up the payments to be made in the same frequency (weekly, monthly, biweekly, etc.) in the same amount. You designate the start date and the end date of the recurring payments. Each payment will be made automatically for you until the designated end date.

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Q. How many merchants can I set up?

A. There is no limit.

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Q. Do I need to tell my merchants that I'm using an online bill payment service?

A. No. Using our online bill payment service will not change the way your payments are credited.

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Q. Can I pay Riverfront with PAY Direct?

A. We suggest you use Online Direct (Riverfront’s Internet Banking Service) to make any loan payments to Riverfront Federal Credit Union. Use the "Transfer" icon to transfer funds from your deposit account to your loan account. Riverfront’s Online Direct service is FREE of charge.

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Q. Is there a maximum dollar amount for each payment?

A. Currently there are no parameters.

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Q. How far out can I schedule a payment?

A. As far as 5 years.

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Q. When are payments actually made?

A. Payments made prior to 5:00 AM Eastern Pacific Time are processed the same business day. In many cases, payments are transferred electronically to the payee within two business days. However, some merchants and professionals are not set up to accept electronic payments. In these cases, a check will be sent, which may take the merchant eight business days to process. The recommended number of business days to allow will be displayed for each payee as you are scheduling payments online.

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Q. What account are payments made from?

A. Payments are made from (debited from) your Checking account.

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Q. Can I pay bills from my savings account?

A. No. This service is only available for members with a Riverfront checking account.

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Q. When must the money be available in my checking account?

A. As a general rule, funds must be available in your checking account by 5AM on the Payment Date.

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Q. When are funds taken from my checking account?

A. That depends on the payment method. If payment is made by check (because the designated merchant does not accept electronic payments), then funds will remain in your account until the check is presented. If your payment is electronic, then funds are deducted from your account on the payment date you entered when scheduling the payment.

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Q. What happens if I have insufficient funds in my Checking account to cover a payment?

A. RFCU PAY Direct will confirm a "today" transaction and debit your Checking account only if you have sufficient funds in your account to cover it. Future-dated transactions are stored by the system, but the funds are not debited from your Checking account until the scheduled transaction date. If a payment fails due to insufficient funds in your Checking account on the scheduled transaction date, the payment will first be made utilizing Overdraft Protection you set up on your account, if that is insufficient Riverfront will utilize the Overdraft Privilege service if you qualify, if neither of those options can be utilized, you will be charged a fee for insufficient funds and you will be notified.

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Q. What if my payment is late and I am charged finance charges by the payee?

A. If we tell you to schedule a payment a certain number of business days before the due date, you follow our instructions, and the payment is still late, RFCU will cover any late fee up to $50. On the other hand, if you did not schedule the payment as directed, then you will be responsible for any late fees.
If there is either a delay in the payment process or a failure of the payment process to cover the payment transaction on the scheduled transaction date due to insufficient funds in your Checking account, you will be responsible for any late fees. Please be particularly aware of mortgage due dates and Federal Reserve bank holidays when payments are not processed.

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Q. Will you pull funds from an Overdraft account to pay my bills?

A. Yes, as long as you set up Overdraft Protection on your account and there are funds available. In addition, if you qualify for Overdraft Privilege, funds would be dispersed through this service just as if you had written a check with insufficient funds.

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Q. I scheduled a payment and it wasn’t paid or the payment arrived late and I was assessed a late fee. What do I do?

A. Contact online banking & internet bill pay customer service at 1-800-925-6784 so a representative can immediately begin research. We’ll work with our vendor and the merchant to determine what happen. Usually, such situations can be rectified quickly and late fees reversed. Please refer to the Terms of Conditions for the Internet Bill Pay Service for more detail pertaining to payment disputes.

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Q. Will I receive notification if my electronic payment attempt fails due to insufficient funds?

A. Yes by e-mail.

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Q. How do I verify if my bill has been paid?

A. Check with the merchant you are paying. The "Bill Payment" transaction will appear in your checking account history (view under "Account Balances" in Online Direct – RFCU’s Online Banking) with the merchant name, date and amount paid. Or, click on "Pay Bills" and then click on “Payment History” from the left side of the screen.

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Q. If my bill was paid late, who pays for the late charges?

A. You will not be responsible for the late charges if :
(1) you entered in the correct due date;
(2) you allowed the required days before due date by properly scheduling the payment;
(3) you entered in the correct account information;
(4) you entered the correct merchant information and
(5) made a properly scheduled payment.
Riverfront will pay late charges up to $50.

You ARE responsible for any late fees that occur because
• you have not given us accurate or complete information
• you do not have sufficient available funds in your account OR
• you have not instructed us to make the payment on time

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Q. What if a merchant says they haven't received my payment? Or, I have question on a specific bill payment?

A. Please verify the following before contacting us:
1. Check to see if the funds were deducted from your account.
2. Check to see if all merchant information you entered is correct.
3. Check to see when payment was sent (same date funds were deducted from account) and allow 5 business days from the mail date for the payment to be received by the merchant.

If you have questions, contact our Bill Pay Call Center at 1-800-925-6784 or Online Payment Inquiry. Please include specific information on the payment in question along with your daytime phone number.

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Q. If I have an inquiry about a payment transaction or other questions about RFCU PAY Direct, who should I call?

A. Please call toll-free at 1-800-925-6784.

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Q. Can I "Stop Payment" on a Bill?

A. Only in the following circumstance: if the bill was paid by check (money deducted from your account 5 business days before due date and the check has not cleared). If the bill was paid electronically, no stop payment can be placed.

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Q. Can I cancel a scheduled payment?

A. Yes. A payment may be cancelled before 5 AM the day of the scheduled payment date.
• Log into PAY Direct
• Click on "View/Edit Pending Payments"
• Click on the Payee you wish to cancel
• This will bring you to the "Change Payment" screen.
• Scroll to the very bottom and click on either “Skip Next Payment”, “Change Payment”, or “Delete All Payments” depending on your circumstances.
• Follow instructions for the selection of your choice.

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Q. Can I pay bills for someone else?

A. Yes, you can pay a bill for someone else such as your mother, children, etc. as long as you are using the funds in your checking account to pay the bill. Simply input the person's name under "name on account" and their account number.

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Q. My connection tends to time out if I am inactive in PAY Direct for more than 5 minutes. Can I make this time frame longer?

A. As a safety measure, the PAY Direct system automatically logs you off after 5 minutes of no key strokes. You can increase the amount of time before the system automatically logs off by choosing Personal Profiles and increasing the time. There are 5 minute intervals up to 20 minutes.

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Q. How do I log off safely?

A. To safely log off and ensure that no sees your transactions, click the "Log Out" icon, select YES, and close your browser window.

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Q. I want to cancel the service. How do I cancel?

A. Contact internet bill pay customer service at 1-800-925-6784 and inform them of your cancellation request. Your bill pay profile will be closed. Please note that once a profile is closed, all payment instructions for any outstanding scheduled and/or recurring payments will be deleted and all merchant data in your bill pay profile will be lost. The $4.95 monthly fee may be reflected on your next statement depending on your checking account’s statement cycle in relation to the cancellation request.

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