To our valued CBC Clients,
As part of our commitment to bring forth greater servicing enhancements and building on your digital-first, dynamic online banking user experience, we are updating our Bill Pay processes to allow for additional security and a more intuitive payment system. These updates will take place during a weekend maintenance period that will begin at approximately 8:00 P.M. PST on Friday, August 06, 2021, and last until approximately 1:00 P.M. PST on Monday, August 09, 2021.
We have put together the following Frequently Asked Questions to detail the upcoming Bill Pay changes below:
1. What is changing?
- When making/scheduling Bill Pay payments, you will now select a Send On date rather than a Deliver By date. The system will automatically calculate the delivery date for your review and will be based on whether the payment method is being processed electronically or by check.
- The processing of Electronic and Check Bill Pay Payments— Your account will now be debited for an electronic or check payment on the date the payment is sent (the Send On date), rather than the date the payment is delivered to the payee or when the check is presented for payment. Payments processed as checks will no longer be drawn off of your Commercial Bank of California account, but rather a CBC assigned trust account dedicated to Bill Pay processing.
- Due to the above changes, the number of days needed for a payment to reach the payee (the ‘lead time’) will be increasing by one (possibly two) day(s). This means you may need to schedule your payments earlier than you may currently be doing so in order to ensure the payment reaches the payee when you need it to.
2. Why are you making this change to the Bill Pay process?
- One of our goals is to better protect you and your Bill Pay accounts – this is especially true for check payments. Currently, Bill Pay check payments have your Commercial Bank of California account number on them and are sent via US Mail. With this change, Bill Pay checks will no longer be drawn off of your account, but rather a dedicated Bill Pay account. This helps protect your account number from being exposed to mail fraud and tampering.
- We also want to offer a more intuitive Online Bill Pay experience. Now, when you choose a Send My Payment On date, the screen will show you the expected delivery date.
- For check payments, you will now have access to view images to assist with keeping track of cleared Bill Pay checks right from the Bill Pay screen.
3. When will this change to the Bill Pay process be taking place?
- The change will be occurring during a weekend maintenance period that will begin at approximately 8:00 p.m. PST on Friday, August 06, 2021, and last until approximately 1:00 p.m. PST on Monday, August 09, 2021.
- Mobile Banking Clients (Business and Consumer Clients) - Bill Pay functionality (only) will be disabled at approximately 8:00 p.m. PST on Friday, August 06, 2021, and services will be restored on Tuesday, August 10, 2021, after 5:00 p.m. PST.
- On Monday, August 09, 2021, the Bill Pay screen will reflect the changes that have been made to the process and all Bill Pay payments, including previously scheduled ones, will be subject to the new process.
4. Will Online Banking be available during the weekend the changes are taking place?
- Consumer eBanking will not be available beginning on the evening of Friday, August 06, 2021, at approximately 8:00 p.m. PST. This outage will last through the weekend with it becoming available once again at approximately 1:00 p.m. on the afternoon of Monday, August 09, 2021. For account inquiries and transfers during this outage, please access online banking through the CBC mobile app.
- Business eBanking will be available during the timeframe, however, the Bill Pay feature will be inaccessible.
- BeB and CeB Mobile Apps will both be available for use during this timeframe, however, the Bill Pay component of the applications will not be accessible. Bill Pay services on the mobile app will be restored on Tuesday, August 10, 2021, after 5:00 p.m. PST.
5. What is the difference between the terms “Deliver By” and “Send On”?
- CURRENT METHOD – “Deliver By”: When you set up a payment with a “Deliver By” date, the system processes the payment so that it arrives to the payee no later than that date.
- If it is an electronic payment, the payee receives credit on the “Deliver By” date. Your account is not debited for the payment until that date.
- If it is a check payment, the check is mailed enough days in advance so that it arrives by the “Deliver By” date. These checks are drawn directly off of your Commercial Bank of California account, so your account is not debited until the check is presented to the bank for payment.
- NEW METHOD – “Send On”: As of August 09, 2021, when you set up a payment, you will select a “Send On” date. The Bill Pay screen will show you the earliest possible deliver date that can be selected. The payment must be a regular business day; the system will not allow a non-business day to be selected.
- Your account will be debited on the Send On date selected in online banking regardless of whether the payment method is Electronic or Check. (Example: If today is August 1st., and you select a Send On date of August 12th., your account will be debited on August 12th.)
- For electronic payments, your account will be debited on the “Send On” date and the payee will receive the payment on the delivery date indicated on the Bill Pay screen.
- For check payments, your account will be debited on the “Send On” date and the Bill Pay screen will show you the date the check is expected to reach the payee (the check is sent via US mail and may arrive either before or after the indicated date). A check will be cut and drawn off a dedicated CBC Bill Pay trust account and sent to the payee.
6. Will I need to do anything to my scheduled or recurring payments prior to the conversion weekend of August 06, 2021?
- Yes. As part of the change to processing payments based on a Send On date, the lead time for payments to arrive to the payee is increasing by 1 (or 2) business days for both electronic payments and check payments. You will want to take a look at any payments you have set with a Deliver By date that happens to fall in the first week or so after the conversion and possibly change their Deliver By dates to a day or two earlier. This is necessary for both scheduled one-time payments and recurring payments. Without action on your part, any payment scheduled may arrive later than the Deliver By date you currently have selected.
- For example: You have a SoCal Edison Bill due on the 12th of each month. To make sure it is received on time, you currently have it set as a recurring electronic payment with a Deliver By date of the 12th of each month. After the change on August 09, 2021, the next payment will have a scheduled Deliver By date of the 16th.
- After the change, the system will still send the payment out on the date it currently would, but because there is now an extra lead day of 1 business day, the payment will not be delivered until the 16th. of that month.
- Changing the Send On date for this payment to the 10th. or earlier will help ensure that it is still received on the 12th. of month.
Current Due Date Model: New Send On Date Model:
7. After the change takes place, if my Bill is due on a given date, how far in advance do I need to schedule my payment?
- This is determined by the payment method (check or electronic).
- Electronic Payments: At least 2-3 business days before the due date
- Check Payments: At least 5 business days before the due date. Check Payments are subject to delivery time by the USPS.
- As a helpful tool, when you select a Send On date for your payment, the Bill Pay screen will populate the expected delivery date based on the above lead times. It will gray out dates that are not available to be chosen as the Send On date. This will help you to plan your payments so that they make it to the payee by the due date.
Select the ‘Send On’ date for your payment (account will be debited on this day) and the system will automatically calculate the ‘Deliver By’ date based on whether the payee payment method is electronic or check:
New Send On Date Model:
8. For check payments, what happens if the payee never negotiates the check? Will I be credited back the funds?
- Yes, if the check is not negotiated within 90 days of issuance, we will automatically void the check and credit your account back the amount of the check.
9. If I do not have enough funds in my account on the Send On date, will the payment still be sent?
- Unfortunately, not. If there are insufficient funds in the Bill Pay account on the Send On date, the payment will not go out.
- Additionally, the payment will not be sent for other reasons such as:
- Your account is closed.
- Your account has a post no debits or post no transactions flag on it.
10. Will I be notified if my payment is cancelled due to insufficient funds or any other reason?
- Yes, the system will send an e-mail to your e-mail address on file, explaining what payment was cancelled and why it was cancelled.
- There will be no reattempts to send on failed payments. These payments will need to be re-scheduled.
We understand that this kind of change can be disruptive and hope that these FAQ’s will help in a smooth transition to the Bill Pay processing system. The Treasury Services team is available for any additional questions and can be reached at (657) 289-2550 or email correspondence to firstname.lastname@example.org.