eBill Reference Guide

eBill Reference Guide What is eBill? The eBill service will provide Online Bill Pay users with the ability to receive bill summary information from eligible payees. • We will indicate to the user which payees are eligible for eBill. • Users will be able to enroll their eligible payees from the home page and from their payee list within the Online Bill Pay product. • Users will sign‐up for eligible payees by agreeing to terms and conditions and providing their login ID credentials for the payee’s biller direct site. The home page will have a new section for eBills summarizing the status of the users’ eligible payees: • Due • Received • Awaiting New Bill • Troubleshooting • Sign‐up We will also reflect the critical statuses within the user’s single payments list and payee list. “Credit Card” billers will present the following information: • Statement Balance • Minimum Payment Due • Payment Due Date • Statement Closing Date “Regular” billers will present the following information: • Payment Due • Payment Due Date Once the billing data is received a communication will be sent advising the user that their eBill information is available. The user will be able to view the summary information on their home page. They will also be able initiate a payment from the new eBill summary section on the home page by selecting the “Pay” link. We will store all eBill history for users; users will have access to up to 84 months of eBill History. User’s eBill history will contain all “old” eBills as well as the most recent eBill data received. GreatWesternBank.com 1
Will the Online Bill Pay home page be affected by the release of eBills? Yes. The home page will contain a new eBill Dashboard. The dashboard becomes automatically available when the eBill service is turned on and the user has eligible payees. Users that have not set up their first eBill will only see the “ebill sign up” section, displayed below. All of the eBill eligible payees will appear in this section. Users can initiate the eBill setup process by selecting the setup eBill link. “ebill sign up” section visible when the service is turned on What information will be present in this new eBill summary/dashboard section? The eBill summary section will be dynamic based on the user’s eBill activity. The major section headers are as follows: • Due • Received • Troubleshooting • Awaiting New Bill • Sign Up “ebill summary” as displayed on the user’s home page GreatWesternBank.com 2
Explanation of eBill Summary Headers: Due: “Due” lists all the payees that are 5 or fewer calendar days from the presented “Due Date”. Users will be able to view the eBill details or schedule a payment from this section. After the due date passes the eBill is no longer due, it is “Awaiting New Bill”. When there are no eBills “Due” this section will advise, “There are currently no eBills due.” Received: “Received” lists all the payees that we have collected eBill data for, but are not yet “Due”. Users will be able to link to the payee’s website or schedule a payment from this section. When there are no eBills applicable to this section the system will advise, “There are currently no new eBills”. As stated before, eBills will move to “Due” on the 5th calendar day before the eBill due date. Troubleshooting: “Troubleshooting” will appear if the user experiences an error during the eBill setup process or when we attempt to collect their billing information and there is an error. The user will be prompted with actions to correct these issues. Awaiting New Bill: “Awaiting New Bill” lists all the payees that have an eBill status of “Awaiting New Bill”. The eBill status will change to “Received” when new eBill information is received. Sign Up: “Sign Up” lists all of the eBill eligible payees that are not yet set up. GreatWesternBank.com 3
How will users set up their payees to utilize this new eBill functionality? Users will be able to set up eBill eligible billers from the home page or within their payee list. eBill Setup from Home Page GreatWesternBank.com 4
eBill Setup from Payees Tab GreatWesternBank.com 5
eBill Setup Step 1a – Enter Login Credentials eBill Setup Step 1b – Locating Payee GreatWesternBank.com 6
eBill Setup Step 3 – eBill Confirmation/Complete PLEASE NOTE: After the setup is complete, the user will continue to receive paper statements and/or email statements from their biller if they were receiving these prior to the eBill setup. GreatWesternBank.com 7
How will users schedule a payment to their eBill payees? Users may schedule payments to their eBill payees by selecting the “Pay” link from the eBill Summary on their home page or by selecting “Single Payment” from the Payments tab. • When the user selects “Pay” all eBill payees that are in “Due” or “Received” status will be displayed. • When the user selects “Single Payment”, the standard scheduling process will be conducted. All eBill payees that are in “Due” or “Received” status will be displayed. When selecting “Pay” from their home page, users will see an indicator beneath the payee name if an eBill is “Due” or “Received”. The most recent eBill information will be included. View when scheduling a payment to an eBill GreatWesternBank.com 8
Can a user edit an eBill payment they have scheduled? Yes. When editing a scheduled payment that has an eBill associated with it, the edit page will include the eBill summary information beneath “Amount” and “Process Date”. eBill summary information will not be represented on the finished page of editing a single payment. Edit a Single eBill Payment Will users be able to access their eBill history within Online Bill Pay? Users with the eBill service will be able to access their eBill history in 2 ways: • Via a link within the eBill summary section on the home page • Via the “Payments” menu eBill History contains all past and current eBill information. Users can access up to 84 months of eBill History through either of the links listed above. eBill data that may appear, depending on availability, are: • Due Date • Payment Due • Statement Balance • Statement Closing Date • Minimum Payment Due Accessing eBill History for disabled eBills/Service Removed Users that have the eBill service removed or disabled for a single payee will still be able to access their eBill History as long as there is applicable eBill history that can be returned. If there is no eBill History to maintain then the user will not see eBill History within the Payments menu. GreatWesternBank.com 9
Access Points for eBill History eBill History accessed through “Payments” Tab eBill History accessed from eBill Summary on home page GreatWesternBank.com 10
eBill History Information displayed from either access point discussed above GreatWesternBank.com 11
Will users be able to view their eBill payees under the Payees tab? Yes. The payee types will be defaulted to this order: • Bills • People • Charities • Gift Recipients Payees will be listed alphabetically by name within their types. View Payees with eBill Payees signified by applicable eBill indicator Users that have the eBills service will see eBill indicators within their payee list: • When payees are eBill eligible but have not been enabled, the user will see a green “SIGN UP” indicator with a link to begin the setup process. • When the eBill date is received the user will see a blue “RECEIVED” indicator. This indicator will change to “BILL DUE” 5 calendar days from the eBills presented Due Date. • When an eBill is considered due (5 calendar days from the Due Date), the user will see a red “BILL DUE” indicator. • Payees that are awaiting their next billing information will be noted with a gray “BILL” indicator. GreatWesternBank.com 12
Will users be able to disable the eBill functionality for a single payee? A user can disable eBills for a particular payee by changing the eBill status within the edit payee screen –this option only appears when the payee is eBill enabled. 1. User should select the “Payees” tab. 2. User should select “View Payees”. 3. User should locate their desired payee and select the “Edit” link. 4. User should answer the C/R that is posed. 5. User should locate the “eBill Status” and click on the drop down menu. 6. User should select “Disable” and “Submit Changes”. After disabling the eBill for a payee and saving the change, the eBill icon indicating the payee is eBill eligible will return on the payee. When a user deletes a payee enabled for eBill, the eBill functionality will automatically be disabled. The user will still be able to view eBill history for that payee. Payments can still be scheduled to this payee in the traditional scheduling method. Edit an eBill Payee – Disable eBill functionality GreatWesternBank.com 13
Will there be a way for users to know when an eBill has been received by Online Bill Pay? Online Bill Pay users with the eBill service will have an additional Event Notification available to them – A new eBill is received. This notification will mimic other event notifications in that it can be received via email, short text (requires short text address) or both. Event Notifications – A new eBill is received GreatWesternBank.com 14
Will users receive any form of communication when their eBills are set up, cancelled, or no longer eligible for eBills? There are 3 different eBill communications that will be sent to users for these actions. eBill Setup Complete Online Bill Pay users will receive the following communication via email and secure message when they complete the setup process of an eBill for one of their bill payees. Terms and Conditions will not be included in the email: From: User Services Subject: Confirmation: Your request to receive eBills for %Payee.Name% has been completed. Body: We have successfully processed your request to receive eBills for %payee name%. We’ll notify you each time a new eBill is available for your review and payment. Please note that receiving eBills does not turn off your paper statement. If you would like to turn off your paper statement, you will need to visit the website for %payee name% and follow their instructions for doing so. Sincerely, User Services eBill Cancelled Online Bill Pay users will receive the following communication via email and secure message when an eBill is cancelled for one of their bill payees. This communication is NOT to be sent if the cancellation is a result of the user being deactivated. From: User Services Subject: Confirmation ‐ Your request to cancel eBill service for %Payee.Name% has been completed. Body: We have successfully processed your request to disable eBills for %Payee.Name%. You will be able to access any previous eBills received for %Payee.Name% within eBill history. Sincerely, User Services GreatWesternBank.com 15
eBill No Longer Eligible Online Bill Pay users will receive the following communication via email when a payee is no longer eBill eligible: From: User Services Subject: The eBill service for %Payee.Name% has been discontinued Body: We regret to inform you that eBill service for %payeename% is no longer available. As a result, you will not receive any new eBills for %payee name%, however all previously collected eBills for %payeename% will continue to be stored in your eBill history. We apologize for any inconvenience. Sincerely, User Services eBill Has Been Received eNotification Online Bill Pay users will receive the following eNotifications when a new eBill is received for each enabled payee: Email: From: User Services Subject: A New eBill for %Payee.Name% has been received Body: A new eBill for %payee Name% has been posted in your bill pay account. Details are provided below. At your convenience, please login to bill pay to review and pay your bill. Account Number: %last.4.account.number% Statement Date: %Statement.Date% or NA* Due Date: %Due.Date% or NA* Amount Due: %Amount.Due % or NA* Minimum Due: %Minimum.Due % or NA* Balance: %Balance% or NA* For questions regarding your bill, please contact %Payee.Name%. For other questions regarding your bill pay account, feel free to contact us at %IVR.Number%. Sincerely, User Services GreatWesternBank.com 16
Short Text: A new eBill has been posted in bill pay for %Payee.Name%. Amount due: %Amount due/or min due%. Due Date: %due date%. If a payee is deleted and then later added again does the user have to set up the eBill again for eligible payees? Yes, the user will have to complete the eBill setup process in its entirety again. If a user’s eBill payee website is “locked”, will the eBill functionality still work? The user must have their payee’s website unlocked before the functionality will work again. This eBill payee will appear in the “Troubleshooting” section of the eBill dashboard until the user unlocks the payee account. The user will receive instructions when clicking on the troubleshooting link. If a user adds a new payee, is it possible for that new payee to appear as “eBill eligible” real time? Yes, the new payee would appear in the eBill dashboard as eligible to be signed up. Also, the new payee could be viewed as eBill eligible under “View Payees”. Can scheduled eBill payments be located using the “Scheduled Payments” search? These payments can be located, but the payment will not be identified as being an eBill. What happens to a “Due” payment that isn’t paid? Does the eBill payee go back to “Awaiting New Bill” status? The “Due” payment will remain in this status until the next billing summary is received. At that time the payment/payee should be moved to “Received” status. In eBill History, is the Statement Balance summary the current account balance as of today’s date or is it the statement closing date? The statement balance represents the balance at the Statement Closing Date. Can a user request a payee be added as an eBiller? No. Technical constraints, usually with the billers themselves, limit our ability to add every possible biller. GreatWesternBank.com 17
Will scheduled eBill payments appear in the “Transactions Scheduled to Process” on the Online Bill Pay homepage? Will processed eBill payments appear in “We processed these transactions” on the Online Bill Pay homepage? Will scheduled eBill payments appear on the Calendar? Can an eBill payment be initiated from the Calendar? Can a Reminder be created for an eBill payee? The answer to all of these questions is “Yes”. However, none of these actions will be identified as being an eBill; all of these actions will appear as they would have before the new eBill functionality becomes active. When I try to enroll my payee for eBill, why do I get a message that says the service is not available? There may be a problem with the biller’s site at this time. To confirm this, the user should go directly to the biller’s site and attempt to login directly to that site. If the user is unable to log directly into their biller site, we suggest the user should wait until the biller site is once again operational and then return to our bill pay site to restart the eBill setup process. I received my bill in the mail/electronically, but the bill pay site does not show any new eBill information? If the biller’s web site does not show a due date for the new bill, our system might not be able to load the new bill information onto the user’s bill pay site. GreatWesternBank.com 18