Upcoming Changes to Bill Payer Frequently Asked Questions

Citadel’s Bill Payer system is getting an upgrade. Here are some frequently asked questions about the new system and the downtime it will experience to update.

Upcoming Changes to Bill Payer FAQs

How long will Bill Payer be unavailable?

Bill Payer will be unavailable from 6:00 p.m. on May 14 until May 23. However, all payments scheduled before the outage will still process as normal during the downtime.

What is changing in Bill Payer?

As part of our overall Digital Experience upgrade, Online and Mobile Banking, along with Bill Payer, is being upgraded to a more streamlined and user-friendly platform.

The new Bill Payer system will make it easier for you to manage your bills in one place and give you more options for bill management. This new look & feel will be integrated across both desktop and mobile for a seamless experience.

Additional benefits include:

✔ Instant/real time payments to large billers
✔ New bill payment alerts via email, text or push

Please note: all electronic payments funds will withdrawal on the 'Send Date' in the new system, not the delivery date.

On May 23, you’ll be able to experience our new, upgraded Bill Pay service along with all of the other exciting new features we’re rolling out. If you would like to learn more about our overall digital upgrade visit Citadelbanking.com/EmpowerYou.

Can I schedule payments during the update?

Unfortunately, you will NOT be able to schedule or cancel any payments during the outage.

We encourage you to schedule or cancel your payments before 6 p.m. on May 14, 2023. Otherwise, you can pay or connect with your biller directly.

How do I change or cancel a scheduled payment in Bill Payer?

To edit or cancel a scheduled payment in Bill Payer, simply select 'Change' or 'Cancel' under the scheduled payment within the Pending Payments list. If you want to change, cancel, or schedule any payment before the Bill Payer outage, you must do so by May 14 at 6:00 p.m.

How will I track my payments during the update?

Bill Payer will be unavailable during the update. However, all previously scheduled and automatic payments will continue to be processed during the offline period. Payment withdrawals will be reflected in your Checking account’s activity.

We also recommend keeping a record of the scheduled bills that were paid during the outage and confirm they were received.

What do I need to do once the new Bill Payer is available?

Once the updated Bill Payer is ready, we suggest you log into your account and double check all your scheduled payments and confirm everything is in order.

We also suggest checking out some of the new features of the full digital experience, such as Switch Accounts or setting up Account Alerts, and familiarize yourself with the new layout.

Will I need to re-enroll in eBills?

If you’re currently enrolled in eBills – which means an outside biller (such as PECO) sends electronic statements directly to Bill Payer – you will need to reconnect to these billers after the upgrade (so it's important to have your login information handy). Please note eBills are NOT the same as standard payments you set up in Bill Payer. If you need further assistance reconnecting your eBills, connect with us via Video Connect and one of our experts will help.

Will my previous payment information be available after the update?

All existing scheduled payments and payee lists will be available after upgrade and will reflect 6 months of payments history, including any payments made during blackout period.

However, as we enhance the Bill Pay experience, there will be new payment capabilities that may require you to provide more information about your biller accounts.

How can I protect my account from fraud and scam during this update?

Scammers may take this opportunity to pose as a Citadel employee attempting to gain access to accounts. Please note that we will never reach out to you asking for sensitive information or asking you to send money to yourself or someone else.

Still have questions? Visit our help center.

Enhanced Digital Banking Coming in May

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