General Information

Why are we converting to a new bill payment system?

The new Bill Manager service offers many enhancements, such as more control over when withdrawals are made from member accounts, account aggregation, bank-to-bank transfers, and alerts. The system also offers comprehensive online help to aid in the transition and 24/7 phone support.

Will the system be down during conversion?

Yes. Bill Manager will be down for a 36-hour period, starting at 12:01am on Tuesday, June 3. The system will be available again on Wednesday, June 4th at 12:00pm. While your Bill Manager payee information will be converted to the new system, as a back-up we advise you to take two simple steps:

1. Before June 3, print your list of payees, your list of scheduled payments, and your bill payment history
2. On or after June 4, review your account to ensure there are no discrepancies

What are the improvements this new bill payment system offers?

Some of the many improvements include:

• A new personal financial management service that allows you to aggregate information from other financial institutions
• Same day expedited payments (fee applies)
• A bank-to-bank transfer option that allows you to pull and push funds to and from other financial institutions
• More control over the date withdrawals are made from your account
• Alerts
• People Payments/Peer to Peer Transfers (similar to PayPal)

Registration and Sign On

Do I have to re-register?

No, once you have successfully signed on to Account Manager (online banking) you will be able to access your Bill Manager information as usual.

How do I sign-up for Bill Pay?

Please follow the directions below after signing on to Account Manager.

• On the left side navigation bar, click on the "Manage Bills" button. A new window will open.
• At the top of the page click on "Enter Bill Manager"
• This will lead you to confirm your personal information and in a matter of minutes you will be able to use the service

How long does it take to set-up new payee accounts in Bill Manager?

It can take up to 5-7 business days to add a new payee to the system. New payees must be verified in the system and confirmed as qualified payees.

Making Payments

Will any of my transaction history be lost?

No. While your previous bill payment history will not be available in Bill Manager, we’ve make every effort to make it available to you within the main Account Manager window. Your earlier bill payment history will be available under the e-Statement tab of Account Manager, starting on June 20 (estimated).

How are funds withdrawn in the new system?

Funds will be withdrawn from your account prior to being sent to the payee. This occurs on the payment's “Send-On” date that you set-up. This enables the system to confirm that there are sufficient funds available at the time of payment. The system will attempt to pull funds from your account at 1:30 AM PST and again at 9:00 AM PST the first day, and then again at the same two times the second day. Each time the system will notify you through your Bill Manager e-mail address that there were insufficient funds available to make payments to the payee. If if fails all four times due to insufficient funds, you would then need to reschedule the payment.

Can the funds be drawn through Overdraft or Courtesy Pay?

Yes, if there are not sufficient funds available at the time of the first payment and your account is configured for overdraft, the funds will be drawn from the designated overdraft account. However, if you do not have enough funds in the destination account, the transaction is immediately denied. Overdraft to a Visa credit card is not available for Bill Manager transactions. If you do not have Overdraft Protection, or there are no funds in the overdraft account, then Courtesy Pay goes into effect. If the account qualifies for Courtesy Pay, the funds will be withdrawn from the checking account you specified in Bill Manager, the balance will be negative, and a $20 Courtesy Pay fee will be charged.

How will Bill Presentment change after conversion?

To set-up e-bills (bill presentment) click on the "Bills" tab in Bill Manager. You will be required to go through some initial "Money HQ" set-up within Bill Manager in order to use this feature.

Quicken and Money

Where can Money and Quicken users get help?

Support is available from Intuit at http://www.intuit.com/support or (800) 446-8848 (800 4-INTUIT) anytime. Assistance is also available regarding data download issues from (877) 401-5689.

Other Information

What is Money HQ?

Money HQ offers you ways to transfer funds and execute payments, backed by timely information and alerts aggregated from online accounts held at other institutions and biller sites. It eliminates the necessity for you to visit multiple online financial sites to view information and to make payments by providing the highest degree of information access, control and convenience.

• Account Aggregation: Consolidates information from other online financial sites and shows the balances of accounts from all of the member’s financial institutions.
• Bill Presentment: This is now a separate tab available through Money HQ. It enables you to access all your bills in one place, where they can be referred to as you are paying your bills online. You can even be notified via e-mail when your various bills arrive. Please allow up to 5-7 days to validate your billers before you can start receiving bills this way.
• Funds Transfers to/from Other Institutions: Transfers from your Provident account into your account at another financial institution, brokerage, and investment accounts, transfer funds from one of those accounts into your Provident account. This is a great way to fund new Provident accounts, make loan payments, and more.
• "People Payments": Ability to send money online to individuals just by knowing their email address. The recipient then provides all necessary information to transfer the money into his or her account.

How are wire transfers completed?

Once you sign on to Account Manager, click on the "Transfer/Withdrawal" tab at the top. Download the transfer form pdf and send in by fax Attn: Wire Dept. 650-508-7276.

What other new features are there?

• Expedited Payments: $9.95 for each transaction. This new feature allows you to make same day bill payments.
• Next Day Transfer: $8.95 for each transaction. This new feature resides in the Money Movement portion of Money HQ, and allows you to transfer money to recipients in one day.

Who can I contact if I have problems or questions?

• Bill Manager Member Care: (877) 705-2453

Quicken questions:

• Anytime: (800) 4-INTUIT
• After June 4: (877) 401-5689 (for issues related to data downloads and transactions).

Bill payment questions:

• Through August 4: (888) 918-7537
• After August 4: If you inquire about payments made prior to 6/11, you will need to submit your inquiries in writing by completing the "PSCU/Checkfree Payment Research" forms available through Bill Manager. PSCU/CheckFree will contact you within 7-10 business days follow the submissions. Should you need to contact PSCU/CheckFree to ask about the status of your inquiries, please call (727) 571-4580
• For all other Bill Manager inquiries, please contact Online Resources at: (877) 705-2453

Provident Credit Union:

• Main Line: (800) 632-4600 or (650) 508-0300