Very rarely, a payee may receive a payment after the due date or may not receive the payment at all. Please follow the steps below only if the payee has not received a payment transaction you initiated, or if the payee has received the payment after the due date and you have been assessed late fees or finance charges.
Please make an attempt to contact the payee first. If you confirm that the payee has either not received your payment or received your payment late, you may open an inquiry on the payment. Often, the payee will receive your payment on the due date but may take several days to post the payment. For that reason, we ask that you wait five business days after the Scheduled Payment Date before opening the inquiry. (In urgent situations where you have received a notice of disconnection or cancellation, you may submit an inquiry earlier, but we may require that you provide a copy of such notice.)
To open an inquiry on a payment, go to the lower right corner of the Payment Center from the Pay Bills tab and click the View Bill History link. Click View Detail for the appropriate payment. Details about the payment’s processing sequence will appear, followed by a link that reads, “Send a payment inquiry.” You will need to supply the relevant details about the payment issue you are submitting. If you need additional information about a payment, please contact a Relationship Banker at email@example.com or 1-888-873-3424.