|
|
:: Internet Home Banking and FREE Bill Payment FAQ
Q Are Sun East Federal Credit Union's deposit accounts insured?
A Yes! The National Credit Union Administration (NCUA) insures each individual account up to $500,000. Excess Share Insurance (ESI), a licensed property and casualty insurer, provides additional coverage up to $250,000 per member, thus permitting individual members to have their savings protected in the credit union (through a combination of federal and private insurance) up to $350,000. This protection is automatic and at no cost to you.
Q How do I set up Direct Deposit of my payroll check?
A After your Sun East account has been established, you will receive our routing transit number 231382209 and your account number. If your employer participates in a direct deposit program, simply provide this information to the human resources or payroll department at your company, and your direct deposit will usually begin within thirty days.
Q Can I get information about my account by phone?
A Yes! You can access your account by calling SUNNY, our Automated Teller System at 610-485-6800 or 800-724-8022 - 24 hours a day, 7 days a week.
Q How do I request to have my address changed on all of my accounts?
A For security reasons, we will only accept requests for change of addresses in writing. You may either complete a form available in any of our locations and online or mail a letter with your new address, old address, your account number(s), and signature. Please also indicate if you use Sun East's Online Bill Payment so that we can update that system as well. Mail the letter to the address listed below.
Sun East Federal Credit Union
P.O. Box 2231
Aston, PA 19014-0231
Q Does Sun East offer IRAs?
A Currently, Sun East offers a wide variety of both Certificates and IRAs. Click on rates to check out our high yielding products or for more information, visit our Services page.
Q Can I look at all of my transactions at any time?
A Yes! With Online Banking, you have access to your account information 24 hours-a-day, 7 days-a-week!
Q How frequently is my Sun East information updated?
A Sun East is in real time, so any transactions you complete will be effective immediately on your account. Whether you access our Internet Banking site, use SUNNY, or visit one of our branches, your account information is updated immediately to reflect all account activity.
Q Are wire transfers possible to and from my Sun East account?
A Yes! Funds can be transferred to and from Sun East accounts by wire transfer or via ACH (Automated Clearing House) debits or credits. Call our call center at 610-485-2960 or 1-800-451-4204 for details.
Q How do I make a deposit to my account from a remote location?
A You can do most of your banking by using direct deposit, ATMs or ACH (Automated Clearing House) transactions. Contact us for details on a method that's best for you.
Intenet Banking and FREE Bill Payment FAQ
Q How do I access Online Banking?
A After your Sun East account has been approved, go to www.suneast.org and simply click on the words Online Services. Then click on Internet Banking and Free Bill Payment. New users can obtain a pin number by calling Sun East at (610) 485-2960 or (800) 451-4204 or sending an e-mail to info@suneast.org. Indicate that you would like to begin Internet Banking.
Q How do I actually use the FREE Electronic Bill Payment System?
A You can access step-by-step instructions within the Help section of Internet Banking or you can speak to one of our experienced representatives in one of our branch locations or by phone at 800-451-4204.
Q How long does it take to set up a new payee in the bill payment system?
A Once you have entered a new payee into the Electronic Bill Payment System, you can immediately schedule payments. Please allow 5 business days for the payment to arrive at the new payee's location. Within 48 hours of entering the new Payee information, you can check back to your Payee list to see if the Payee is listed as an Electronic payment. If it becomes Electronic, you can allow 3 business days for processing. If it remains a Check payment, you must always allow 5 business days for processing.
Q After I make a bill payment, how long does it take for the money to be debited from my account?
A The money will be debited electronically from your account the next business day after the scheduled processing date. If you schedule a payment for Tuesday, the money will be debited on Wednesday. Our bill payment service, Metavante, sends payments to payees on the scheduled process date. They debit your account after the transaction. This process ensures that your bills always get paid.
Q How long does it take for a payment to reach the payee?
A A payee will receive an electronic payment within 3 business days; whereas, a paper check will take up to 5 days. Once you enter a new payee, in two days check to see if that payee will be paid electronically or by check. Metavante will determine that based on agreements they have with the payees. An electronic payment should be scheduled at least 3 business days before the due date, and a check payment should be scheduled at least 5 business days before the due date.
Q What if a member cannot access the login screen or cannot login?
A An inability to access a login screen could be the result of not having the correct version of a browser. Please check the Internet Banking page for troubleshooting suggestions. For more information, please call Sun East at (610) 485-2960 or (800) 451-4204.
Q When I try to log in I receive a Member Verification Error. What does this mean?
A A Member Verification Error indicates that you tried to log in at least three times unsuccessfully. Examples are accidentally reversing numbers in your account number or forgetting your pin number. To regain access, please call Sun East at (610) 485-2960 or (800) 451-4204 and ask to have your Internet Banking pin number reset.
Q What if a member's connection is slow?
A A slow connection could be due to a smaller processor size, or the lack of a Pentium chip. It could also be due to a modem that does not allow for at least 28.8 KBPS throughput.
Q If a member makes a transfer how soon are the funds transferred or taken out of his account?
A Internet Banking is in real time. The results of most transactions can be seen immediately by viewing the Account Access page. A Scheduled Transfer will take place at 6 PM that evening.
Q I want to transfer funds from my checking account to my son's savings account. How do I do that?
A Once logged on to Internet Banking, click on Account Transfer at the top of the screen. The Account Transfer screen will list all of the account numbers you have access to so that you can easily transfer funds between them. To transfer funds between accounts under the same account number (i.e. checking to savings or checking to vacation club), use the Quick Transfer option at the bottom of the Account Summary screen. If the account number you wish to transfer to is not listed on the Account Transfer screen, you must complete the Account to Account Transfer Authorization form and return it to any branch with an original signature.
Q Is there a time limit for an Internet Banking session?
A If you are inactive for fifteen minutes or more, the system will automatically log you out. You can set your time limit within User Options in Internet Banking.
Q Can I pay bills from different checking accounts?
A No, we currently are not allowing this feature.
Q Can bill payer access my overdraft protection?
A Yes, Online Bill Payment will access your overdraft protection as needed. If you do not have overdraft protection for your Checking Account, you will receive a fee for Non-Sufficient Funds (NSF). Metavante, our bill payment service, will attempt to debit your account for the funds at least three times. If an NSF condition exists, you will receive an NSF fee for each attempt. After three attempts, Metavante sends the issue to Collections.
Q What happens if funds are not available (NSF) in my bill payment account?
A If a 'non-sufficient funds' condition exists, the bill payment processor will not be able to debit your account and will be informed of the NSF condition. If this occurs, the system will block your bill payment account for 5 days, preventing you from scheduling bill payments. Any future dated payments (single or repeating) scheduled for release during the time the account is blocked will not be sent.
Those pending payments that were not paid while your account was blocked will appear with a status of "In Process" on the Payment History screen. You will need to reschedule those payments, once the NSF condition is resolved and your account is unblocked. If the NSF condition is resolved in less than 5 days, you may call your financial institution to have your account unblocked.
Q How will I know when my bill payment is active?
A After you register for bill payment, you will receive two e-mails. The first will be a confirmation from Sun East that your application has been accepted. The second will be from Metavante, our bill payment service, notifying you that your account is active. This usually takes place within 24 to 36 hours excluding weekends and holidays.
Q What is considered to be an eligible payee?
A Eligible payees are any company or individual within the United States that you wish to pay for personal or business reasons. You can make payments to businesses or people in Alaska and Hawaii, but you cannot make payments overseas. Government agencies, such as the IRS, are also not considered to be eligible payees. Please note, however, that you will still be able to add payments to the IRS and other government agencies, and those payments will be processed. However, if the payments error in any way, we will not be responsible for the consequences. Finally, fraudulent businesses are also not valid payees.
Q How do I change the name and address of a payee?
A The only way to change the name and/or address of a payee is to delete the payee record and re-add the correct information.
Q Why did my payee address change, even though I didn't change it?
A When Metavante, our bill payment service, changes the mode of payment from Check to Electronic, the address of the payee may change. This is only due to the fact that Electronic or ACH allows for a less exact location to deliver the payments. The payments are still being made, but through electronic channels.
Q How can I tell if my payment is being made via ACH or check?
A By entering the Bill Payment area and clicking on Payees, a user can tell whether or not his payment is going via Check or Electronic.
Q What is the maximum number of payees I can have?
A The number of allowable payees is unlimited.
Q What information do I need to have ready when I contact Sun East Federal Credit Union with a problem?
A You will need to have the following information ready: your account number, the date, amount, and payee information of the transaction in question, the browser version used, and the exact error message or problem.
Q How do I schedule a recurring payment?
A By clicking on the Bill Payment button and then Payees from the top menu. Check the box in the left column of the Payee you would like to schedule a Payment for and click Add Payment. The Add Payment screen will appear. Near the process date, you will see a graphic that looks like two arrows. Click on the arrows and the Recurring Payment screen will pop up. Click on Recurring in the left column and enter your information in the right column, including an ending date. Click OK. Add the Payment amount then click Add Payment. Click OK to confirm then go to the Pending Payments screen to ensure that your payment was scheduled properly.
Q How do I change a payment from recurring to single?
A Go to the Pending Payments screen and delete the recurring payment. Then go to the Payees screen and re-enter the payment as single.
Q Can I cancel a recurring payment?
A You can cancel a recurring payment by deleting it from the Pending Payments screen. By doing this, you will delete all future payments. To begin payments again to that payee at a later time, you will need to reschedule the payments. Our current system does not have a Skip Payment option.
Q How do I stop payment on a bill payment?
A If payments are being sent Electronically, they cannot be stopped once they have been processed. However, if payments are sent via check, we can stop check payments that have not yet cleared. You can do this by calling Metavante directly at 1-800-823-7555 with all of the details of your account and transaction.
Q My payee never received my payment but the funds were taken out of my account. What do I do?
A You can call Metavante, Sun East's bill payment service, at 1-800-823-7555. They will ask you for your financial institution, account number, social security number, and payee information with transaction details (process date and amount). They will track the payment for you and work with your Payee to rectify the situation in a timely manner.
|
|
