e-Pay
Frequently Asked Questions
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We've
assembled answers to the questions we are asked most frequently
regarding e-Pay. Select from the questions below to find
what you need.
If
your question is not answered here, please feel free to
email questions to our e-Banking Customer Service Representatives
at service@hancockbank.com
or call us through HandyCall:
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In
Mississippi, (800)
448-8812
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In
Louisiana, (800) 256-4636
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In
Florida, (800) 726-0920
- In
Alabama, (866) 744-8801
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| e-Pay,
General |
| Q: |
What
is e-Pay? |
| A:
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e-Pay
allows users to schedule bill payments through a secure
web site as opposed to physically writing a check and
mailing it to the merchant. At the scheduled payment
date, e-Pay will then pay bills on your behalf through
either a check or electronic debit from your account. |
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| Q: |
How
much does e-Pay cost? |
| A: |
Hancock
Bank provides the e-Pay service to our customers at
no charge as long as you make at least one (1) payment
each month.**
**Hancock
Bank reserves
the right
to assess
a fee of
$4.95 for
each month
of non-use.
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| Q: |
Is
e-Pay available to everyone? |
| A: |
e-Pay
is available to Hancock Bank customers who have a personal
checking account AND are enrolled for e-Banking.
It is also available to customers who have Free Business
Checking with an e-Pay account AND are enrolled
in e-Banking. |
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| Q: |
Where
do I go to get help with e-Pay? |
| A: |
On
the e-Banking site, select the "Help" tab
from the menu. A separate browser with the Help page
will load. Select the appropriate e-Pay topic from
the Help menu. Each e-Pay tab has its own Help topic:
Control Center, Make A Payment, or Payment History.
If
you need personal assistance, just call your trusty
HandyCall Customer Service Representative and ask
for e-Banking & e-Pay support:
- In
Mississippi,
(800)
448-8812
- In
Louisiana,
(800)
256-4636
- In
Florida,
(800)
726-0920
- In
Alabama,
(866)
744-8801
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| e-Pay
Registration |
| Q: |
I'm
an e-Banking customer, how do I sign up for e-Pay? |
| A: |
Signing
up for e-Pay is fast and easy, all you need is a personal
checking account with Hancock Bank and an active e-Banking
profile. Simply sign on to e-Banking and select the
"e-Pay" tab. If you're not already enrolled
as an e-Pay customer, you will be presented with an
e-Pay Enrollment prompt where you will be asked for
certain personal information (your name, address and
telephone numbers) to confirm your identity. You'll
then be asked to select the checking account to which
you would like the $4.95 non-usage fee applied. Keep
in mind that you can avoid paying any fee for e-Pay
by making a minimum of one payment per calendar month
using the system.
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| Q: |
I'm
not registered for e-Banking , can I sign up for e-Pay? |
| A: |
Since
e-Pay is now part of e-Banking, you'll need to start
by registering for e-Banking. Not to worry, it's a quick
and straightforward task. Just visit the e-Banking
registration page and complete the registration
process.
Once
you've registered for e-Banking and you've received
your e-Banking user ID, you can sign up for e-Pay.
Simply sign on to e-Banking and select the "e-Pay"
tab. If you're not already enrolled as an e-Pay customer,
you will be presented with an e-Pay Enrollment prompt
where you will be asked for certain personal information
(your name, address and telephone numbers) to confirm
your identity. You'll then be asked to select the
checking account to which you would like the $4.95
non-usage fee applied. Keep in mind that you can avoid
paying any fee for e-Pay by making a minimum of one
payment per calendar month using the system.
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| Q: |
How
do I cancel e-Pay? |
| A: |
If
you find that e-Pay isn't right for you, just contact
e-Banking & e-Pay customer service and ask to cancel.
Our customer service professionals will cancel your
e-Pay and your e-Pay profile will be closed.
Keep
in mind that, once your profile is closed, all payment
instructions for any outstanding scheduled and/or
recurring payments will be deleted and all merchant
data in your e-Pay profile will be lost so, if
you change your mind and decide that you miss the
convenience of e-Pay, you'll need to re-establish
all of your payment information after re-registering.
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| Using
e-Pay for Your Accounts |
| Q: |
How
does e-Pay work? |
| A: |
e-Pay creates a profile of all your eligible personal
checking accounts when you enroll. When you log-on to
pay bills, the balance for each checking account in
your profile gets updated. This allows you to select
from any of your checking accounts when making a payment.
Depending
on the merchant/payee,
your scheduled
payment
will be
made by
check or
electronically
via ACH
(automated
clearing
house).
When scheduling
payments,
be sure
to choose
a payment
due date
several
days in
advance
of the actual
due date
reflected
on your
bill statement.
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| Q: |
I
scheduled a payment
and it wasn't
paid or the payment
arrived late
and I was assessed
a late fee. What
do I do? |
| A: |
First, rest assured
that this is
not a common
occurrence and,
usually, such
situations are
rectified quickly
and any late
fees are reversed.
Just
contact our e-Banking & e-Pay customer service
and a representative will immediately begin researching
the situation. Hancock Bank will then work with our
e-Pay partner and the merchant to determine what happened
and to address the situation.
Please
refer to the Terms
of Conditions for the e-Pay Service for more detail
pertaining to payment disputes.
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| Q: |
Do
I have to log in to e-Banking in order to access e-Pay? |
| A: |
Yes, now that e-Pay is accessible through e-Banking,
you must sign on to e-Banking in order to be able to
pay bills. But with a single sign-on for both e-Pay
and e-Banking, you only have to sign on once and can
quickly check your account balances to ensure that you
have the funds necessary for the payments you're making. |
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| Q: |
When
are funds taken from my account to complete my e-Pay
transactions? |
| A: |
Funds
will be debited
from your account
on the "process"
date. What that
means to you
is if your merchant
only accepts
check payments
(indicated on
your bill payment
screen by an
envelope), funds
will be deducted
from your account
five days prior
to the scheduled
payment date.
If your merchant
accepts electronic
payments (indicated
on your bill
payment screen
by a lightning
bolt), funds
will be deducted
from your account
two days prior
to the scheduled
payment date. |
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| Q: |
What
happens
to my Internet
Bill Payment
if I don't
have enough
money in
my account
to cover
the payment?
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| A: |
If there is an
insufficient
amount of funds
in your account
to cover a scheduled
payment, the
payment will
not be made and
the notice you
receive after
each payment
is attempted
will indicate
that the payment
attempt was unsuccessful.
For payments
to merchants/payees
that only accept
check payments,
we make one attempt
to honor your
request. For
payments to merchants/payees
that accept electronic
payments (indicated
on your bill
payment screen
by a lightning
bolt), we will
make three attempts
to honor the
payment request.
Please remember you are ultimately responsible for periodically
verifying that your payment requests were processed
and completed. Now that e-Pay is accessible through
e-Banking, it's easier than ever to verify your payments
and monitor your accounts. |
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