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Comment Online bill pay also fails (Score 1) 178

consider using your bank's online bill payment service

Which is fine until the financial institution eff's that up. I've had checks get lost in the mail so I avoid sending them where possible and do most payments on-line. One of my utilities won't let you pay on-line unless you agree to stop printed statements, which I don't want to do (plus their web site sucks...) So I thought I'd try on-line bill pay through my credit union. A month later I received another statement that failed to show my payment. I asked my credit union for any data they had on the transaction. They sent me a receipt which showed they sent the payment to the wrong business . When I asked what they could do to help resolve it they said there was nothing they could do and that I'd have to contact the business myself. It was an business I didn't have any relationship with... I guess it's "just the way it's done" -- they can only send money, they have no way of issuing corrections. Fortunately the business in question was very helpful and was able to send me a check for the amount in question. The worst part is that this wasn't a big bank, but a local non-profit credit union which is supposed to be by the members, for the members. And they never even issued an apology.

What I learned is that apparently part of the on-line bill pay process involves a human reading your payee information and transcribing it somewhere else to make the payment -- they don't directly use the text typed by the customer. When I log in to the credit union's web site and look at the bill pay transactions, it clearly shows the correct payee, not the one they sent the funds to.

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