Frequently Asked Questions

Scheduling Payments/Quick Pay

• What bills can I pay through Banking Online?
• When are funds withdrawn from my account for a bill payment?
• What happens if I do not have the funds available when I schedule my payments to be processed?
• What can I do to ensure my payments are made on time?
• What if a bill is not paid or is late?
• Can I stop a bill payment after I have initiated it?
• Microsoft Money asks me for a "due date" for my Bill Pay Online payments. What date should I enter?
• How are bill payments processed?

Repeating Payments

• Can payments be made automatically?

Payee List

• What are Payee Nicknames and how do they work?

Set Up Payees

• What is the list of "Common Payees?"

Payment History/Pending Payments

• How can I verify a bill payment?
• How quickly are bills paid?

What bills can I pay through Banking Online?

You can pay practically anyone using Banking Online – both businesses and individuals within the continental United States. The only payments not eligible for the service are those for alimony, child support payments, tax payments, and other court-directed or government payments, fines, and penalties. We do not recommend using Bill Pay Online services to fund brokerage or investment services.

When are funds withdrawn from my account for a bill payment?

For same day payments scheduled before 5:00 P.M. central time, funds are withdrawn immediately. For future dated payments (single and recurring), funds are withdrawn on the payment date. If the scheduled payment date is a non-business day or holiday, funds are withdrawn the following business day.

What happens if I do not have the funds available when I schedule my payments to be processed?

If funds are unavailable on the day of the scheduled payment, the payment will not be sent. We will reattempt to send the payment for up to three consecutive business days. If funds are unavailable for all these attempts, the payment will not be sent. Failed payments will not affect subsequent recurring payments.

What can I do to ensure my payments are made on time?

• Before making a payment, verify your payee's address and account information.
• Use the payee name and address shown on your statement or coupon book. If your payee has a separate address for non-standard payments, use that address.
• Schedule your payment at least 5 days before the due date.
• Review your monthly paper statements to ensure your payee's address or account number has not changed.
• Schedule your payments so processing will occur after pending deposits have been credited.
• Utilize the list of "Common Payees" whenever you can.

What if a bill is not paid or is late?

When you follow the guidelines above, we guarantee your payments will be received on time. If you follow the guidelines and your payment was not received or was late, call (800) 489-2111 or submit a Bill Pay Online Claim online. Any late fees up to $50 per occurrence will be refunded. If a payment posts late due to a payee's delay in processing, First Horizon cannot be held accountable for the late fees.

Can I stop a bill payment after I have initiated it?

If your payment was sent electronically or has been cashed by the payee, a stop payment request cannot be processed. We cannot guarantee this stop payment for 24 business hours.

Same day bill payment processing begins immediately after you initiate it. Therefore, once a same day payment request is completed, it cannot be modified or deleted by you or First Horizon.

Future dated payments can be modified or deleted until 5:00 PM Central time on the date scheduled to be processed.

Stop payments can be placed on payments that have already been processed for a fee of $20. Because the initial bill payment request will be sent, it may take up to five business days for funds to be returned to your account. The payee may assess a returned check fee for the stop payment, for which First Horizon will not be responsible.

Microsoft Money asks me for a "due date" for my Bill Pay Online payments. What date should I enter?

The date that Microsoft Money calls the "Due Date" is actually the date we begin processing the payment, not the date it is due to arrive at the Payee. When scheduling Bill Pay Online payments in Money, you should set the "Due Date" to five business days earlier than you actually want the payment to arrive. For first time payments to newly created payees, you should set the "Due Date" to ten business days. For details on bill payments, lead times, and other Banking Online guidelines, you can review our Banking Online Agreement.

How are bill payments processed?

The majority of online bill payments will be processed electronically. However, some payees do not have the appropriate systems to receive electronic payments; therefore, they will receive a paper check. First Horizon's bill payment provider is continually working with payees to establish an electronic relationship.

Can payments be made automatically?

Yes. You can set up recurring payments for payees when you know in advance the amount and frequency of the payment. Schedule recurring payments by selecting "Repeating Payments" in the Bill Pay Online menu.

What are Payee Nicknames and how do they work?

Payee Nicknames help you differentiate between two payees with the same name but have different account numbers (example: you have two credit card bills from the same company). Payees are listed alphabetically by Payee Nickname, but the Payee Name is used when the actual payment is sent.

What is the list of "Common Payees?"

For your convenience, the 25 payees most used by our Bill Pay Online customers are maintained in a list of "Common Payees." This list makes payee set up faster, easier, and eliminates all the double guessing about your payee's billing information.

How can I verify a bill payment?

To receive a proof of payment, the fee is $3.00 for customers and FREE for payees. You can request a proof of payment by submitting a Bill Pay Online Claim online.

How quickly are bills paid?

To guarantee on time payment delivery, you will need to enter the processing date of all of your payments to be at least 5 business days before the actual due date.