Q. I am locked out of NETTELLER. Now what do I do?
A. Call customer service at (970) 241-4400 or toll free 1-877-859-6040 between 8:00 AM and 5:00 PM, Mountain Time to request an unlock on NETTELLER. The lock happens when there have been 3 unsuccessful attempts to access NETTELLER.
Q. Whom can I pay through Online Bill Payment?
A. You can pay almost ANYONE in the United States; from the next-door neighbor, the utility company, the bank, and even a child in college across the country. Some government agencies may be an exception.
Q. When and How are the payments processed?
A. Payments are processed Monday through Friday at 11am and 1am, Mountain time. All payments scheduled to go on the weekend will be processed on Friday. All payments scheduled to go on a holiday will be processed the business day before that date. Payments entered on the weekend will be processed on the next business day.
Q. What happens if I have a scheduled payment that falls over a weekend or holiday?
A. If a scheduled payment falls on a holiday or weekend, it will be paid on the Friday BEFORE the weekend, or the last working day BEFORE the holiday.
Q. Are there any merchants that I cannot pay through the bill payment service?
A. Yes. Many government agencies do not accept payment from bill payment services. Examples are child support payments made to courts and the IRS.
Q. Can I use Online Bill Payment if I live outside the United States?
A. Yes, as long as you have a bank account at Grand Valley Bank. However, you cannot pay bills to payees located outside the United States.
Q. Can I get a copy of a cancelled check?
A. Yes, if the bill was paid by check and not electronically. If the payment was electronic, there is no check copy to retrieve. There may be a fee associated with this service.
Q. How long is history retained in the VIEW PAYMENT HISTORY section?
A. Payment history for active and deleted payees is retained and viewable for 18 months.
Q. What happens if I lose or forget my ID, PIN or Password?
Q. When I print my statement from NETTELLER, the balances are cut off. How can I print the page?
A. If you lose or forget your NETTELLER ID, you may call Customer Service at 970-241-4400 and, with proper identification, your ID will be mailed to you. If you lose or forget your PIN or Password, you must follow the same procedure and your PIN or Password will be reset.
A. If you are using Netscape Navigator, click on the word "file" at the top of your screen, then click on "page set up." On that drop down menu, change your left and right margin settings to .1. Click "OK". Then, go to "file" again, and click "print" on that drop down menu. If you are using Explorer, follow the same procedures, but change the left and right margins to .25.
Q. How many payees may I have set up?
A. There is no limit to the amount of payees you can set up through the Internet.
Q. When will the money be taken out of my account?
A. For an Electronic Payment, funds are debited the same day that the payment is sent, providing it is sent by 11:00 AM MST. Electronic payments submitted after 11:00 AM MST are debited the next day during Bill Pay processing.
A. CHECK payment funds are debited from the account when the check clears your account at the bank.
Q. What if I do not have enough money in my account?
A. Grand Valley Bank will treat bill payment items just like any check that you write. Should the item be returned, a hold may be placed on your bill payment service, or the service may be cancelled.
A. Electronic payments are verified for funds availability during processing. If the funds are available, the account that you selected for the payment will be debited.
Q. How late in the day can I enter, edit, or delete payment?
A. You may add, edit, or delete a payment up to 1:00 AM MST on the day the payment is scheduled to be sent. If a same day payment is submitted between 1:00 AM MST and 11:00 AM MST it may be edited up until 11:00 AM MST.
Q. How do I know if a merchant is electronic or check?
A. Once you have set up the vendor/merchant, you can look at the VIEW PAYEES screen and you will see a field that will tell you if the vendor is electronic or check.
Q. Can I set up recurring payments?
A. Yes. You can set up recurring payments in multiple frequencies.
Q. Will the memo field that I fill out when setting up a payment be passed on to the merchant?
A. No. The memo field is for your personal records. However, the account number that you entered when you added the payee to your Personal Payee List is printed on the check. This allows the payee to know the account to which the payment needs to be applied.
Q. How far in advance should I set up a payment to insure it is paid on time?
A. Check payments should be scheduled 10 business days in advance of the payment due date. Electronic payments should be made 4 business days prior to the payment’s due date.
NOTE: You may want to set up a payment to yourself so you can see how the system works.
Q. Are there any minimum and maximum payment amounts?
A. Electronic payments are validated against the available account balance prior to processing, and check payments settle against your account like any other check, therefore, there is no dollar limitation on payments. You are limited only by the amount of funds in your account.
Q. How far in advance can I schedule payments?
A. You may schedule payments up to 90 days in advance of the first due date. Recurring payments can have an end date of any year in the future.
Q. Can I have multiple payments to the same payee on the same day?
Q. What if my payment is not received?
A. Call customer service at 970-241-4400 or toll free 1-877-859-6040. When you call, please have the following information available:
- When the payment was made
- When the payment was due
- To whom the payment was made
- Where the payment was sent
We will research your payment and have an answer for you in 24 to 48 hours.
Q. Can I stop payment?
A. Yes, if the payment has not yet cleared. You will need to call customer service.
Q. On the Payment History Page, what does the “status” field indicate?
A. The following is a table of the available status values and their associated definitions:
The payment has been processed, but not yet sent.
The payment has been processed and sent.
The payment that you have tried sending has rejected due to Non-sufficient funds. NSF payments will keep trying until one of the following happens: the funds become available; if it's a recurring payment and it expires, or if you delete the payment.
There was an error due to communication problems. The payment will try again during the next processing run.
Q. How Can I Reach Customer Service?
A. Call 970-241-4400 or toll free 1-877-859-6040. Customer Service hours are 8:00 AM – 5:00 PM, Mountain Time, Monday through Friday.