What happens if the biller says they did not receive my Bill Pay payment?

First, validate that the account number and/or address you have for that biller is correct by reviewing your most recent billing statement. For electronic payments you can submit a research request. For check payments, a stop payment would need to be placed on the check.

Consumer member

1. Once in Bill Pay, click on the three dots and select view activity for the payment in question.
2. On the payment you are reviewing, select the down arrow on the payment in question.
3. On the bottom of the payment information, click on Request payment research.
4. Select the radio button for the applicable research reason and complete the information requested.
5. Click Next.
6. Review the request and select Submit request

Business member

1. Once in Bill Pay, click on the three dots and select view activity for the payment in question.
2. On the payment you are reviewing, select the down arrow on the payment in question.
3. On the bottom of the payment information, click on Request payment research.
4. Select the radio button for the applicable research reason and complete the information requested.
5. Click Next.
6. Review the request and select Submit request.

Back to Knowledge Base