Bill Pay Support
Bill Pay Support may be contacted by telephone. First, determine the nature of your inquiry and direct your question or issue to the appropriate area:
Questions or issues regarding payment processing:
Payments are processed by Metavante.
Metavante can be contacted directly at (800) 823-7555.
Examples of issues to address with Metavante:
- Questions concerning general to specific Bill Pay processing issues. When contacting Customer Support about a specific payment, please have your confirmation number available.
- Stop payment requests.
- Any transaction that returns a confirmation indicating an unsuccessful status.
- Unable to add an electronic payee due to an unsupported account number format. Be aware that you may use the manual option to set up such a payee, although the payee will be paid by check.
Questions or issues regarding use of Bill Pay or your account:
Contact the Newburyport Bank by phone at (978) 462-3136 x7189.
Examples of issues to address with Newburyport Five Cents Savings Bank:
- Questions on how to use the Bill Pay system.
- Questions about Bill Pay terms and conditions (disclosure).
- To cancel your Bill Pay service.
Common BillPay Misconceptions
Things to keep in mind when scheduling bills:
- Due to legal requirements, Metavante limits the ability to make certain payments.
- Payments to payees outside the United States are prohibited
- Tax Payments to the Internal Revenue Services or any state/government agencies are discouraged but may be scheduled at your own risk.
- Court-ordered payments, such as alimony or child support payments to insurance companies are discouraged but may be scheduled at your own risk.
- Even though you may see the withdrawal from your checking account; this does not mean the payee has received their payment. The Bill Pay Vendor sends payments on your behalf and subsequently withdraws the money from your account the next business day. So verification of payment is recommended.
- Check payments are sent via United States Postal Service and then once received by payee it could still take days for that payee to process the payment. As a result, we cannot initiate a service request for “payment not posted” until approximately 10 business days after the payment was sent.
