Who do I contact if my Bill Payer payment has not been received or posted?

Frequently Asked Question

Most electronic Bill Payer payments are sent within 1-2 business days, and by check on the Send Date. Please allow at least 5-8 business days for a biller or payee to receive payment.

If your electronic Bill Payer payment has not been posted, you can submit a Payment Research Request 2 days after the Delivered date by following the instructions found on the Advanced Bill Payer tab on the Bill Payer page. We will follow up on the payment and get back to you usually within 1-2 business days.

Research requests cannot be submitted for Bill Payer payments made by check. In this case, please contact Citadel, as you may be able to stop payment on a check that has not been received.