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FAQs About American Electric Power e-Bill



General Information Separator E-bills Separator Payments Separator Billers Separator Auto-Pay


General Information

Bullet What is American Electric Power e-Bill?
Bullet How does American Electric Power e-Bill work?
Bullet How secure is my bill payment and personal information?
Bullet How do I cancel my bill payment service?
Bullet How do I change my personal information?
Bullet Why do you need my Social Security Number?
Bullet I have a question about how to use one of the features in American Electric Power e-Bill.

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General Information

Q: What is American Electric Power e-Bill?



A: American Electric Power e-Bill is a service that lets you receive and pay your bills online in one convenient location. You can pay your bills from a bank account, such as a checking account, money market account, or brokerage account. No matter what payment account you choose, your payment information is protected and your payments are guaranteed.

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Q: How does American Electric Power e-Bill work?



A: There are three basic steps involved in using American Electric Power e-Bill to pay your E-bills:
  1. Add the e-bills for your biller.
  2. Add your payment account information.
  3. Schedule your payments.

When you first begin using the service, you must set up your e-bills list by adding the bills that you want to pay. After you set them up, all of your bills are listed on the E-bills page where you can quickly pay your e-bills. Then, when you get a message telling you that you have a new bill, you just go to the E-bills page and pay the bill.

Next, you must add the information for the payment accounts you will use to make your payments through American Electric Power e-Bill. You can make payments from multiple bank accounts such as a checking, money market, or brokerage account. You enter the account information for every bank you plan to use for making payments in My Profile.

When your account information is complete, you can start paying your e-bills. If you have multiple e-bills to pay, you can schedule payments to all your accounts at one time from your E-bills page.

After a payment is scheduled, it appears with a status of Scheduled on the Payment Activity page. After we process the payment and send it to the biller, the status changes to Processed. The biller receives your payment on the payment date and credits your account. Sometimes, however, the biller may take a few days to apply the payment to your account.

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Q: How secure is my bill payment and personal information?



A: American Electric Power e-Bill uses several methods to ensure that your information is secure:

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Q: How do I cancel my bill payment service?



A: Go to MyCheckFree Profile and click the My Service folder. On the My Service page, click Cancel Your Service at the bottom of the page. Before you cancel your service, keep in mind the following:

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Q: How do I change my personal information?



A: It's important to keep your personal information up to date so that we can contact you if necessary. You can review your personal information on the Personal Information page in MyCheckFree Profile. Click Change in the section that contains the information you want to change.

Note
You cannot make any changes to your personal information for seven days after you sign up. When you sign up, we send you a letter to confirm your registration. The seven-day wait period allows time for the letter to reach you.

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Q: Why do you need my Social Security Number?


A: We use this information to help verify your identity and to ensure that your payment account information is as secure and accurate as it can be.

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Q: I have a question about how to use one of the features in American Electric Power e-Bill.



A: American Electric Power e-Bill can help answer questions about how to use the service as follows:

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FAQs About E-bills

About E-bills
Bullet What is an e-bill?

Receiving and Paying E-bills
Bullet How do I receive and pay e-bills from my biller?
bullet How can I receive e-bills from other billers?
Bullet How long does it take to receive e-bills from a biller?
Bullet Will I still receive a paper copy of my bill through the mail?
Bullet Can I store or view paid e-bills?

E-bills and Billers
bullet Can I add more than one e-bill to my e-bills list for the same biller?
Bullet What happens if I delete a biller account in American Electric Power e-Bill?
Bullet How can I stop receiving e-bills from a biller?
Bullet How do I change my account information with a biller?

E-bill Problems
Bullet My e-bill is late or seems incorrect. What should I do?

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About E-bills

Q: What is an e-bill?


A: An e-bill (electronic bill) is an online version of a paper bill that you can view through American Electric Power e-Bill. An e-bill usually contains the same information as a paper bill that is mailed to you.

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Receiving and Paying E-bills

Q: How do I receive and pay e-bills from my biller?



A: You can receive e-bills from any of the billers in our list of local and national billers. After you request e-bills from a biller and the request is processed, you receive a message letting you know that your e-bill service has been activated. An e-bill service request is usually processed within two billing cycles. New e-bills appear on the E-bills page.

You can pay one or more e-bills on the E-bills page. As with all American Electric Power e-Bill payments, you control the payment amount, payment date, and the account the payment is withdrawn from.

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Q: How can I receive e-bills from other billers?



A: You can access a free online bill payment service, MyCheckFree.com, offered by Fiserv. Fiserv is the company that provides the payment processing services for American Electric Power e-Bill. MyCheckFree.com provides access to hundreds of local and national billers that you can receive e-bills from. The best part is that when you sign up for American Electric Power e-Bill, you are automatically signed up for the MyCheckFree.com service.

Steps To access MyCheckFree.com:

  1. Click the Go Scout! Find more bills link on your E-bills page.
    You access a page that introduces you to Scout and the basic features of the MyCheckFree.com service.
  2. Click Go Scout! Show me other available bills! to access the first page of the MyCheckFree.com Web site.
  3. From this page, enter the sign-in ID and password that you use to access American Electric Power e-Bill. Because you're using American Electric Power e-Bill, you're already enrolled in the MyCheckFree.com service.

Next, you'll need to select your e-bills and add your account information. Help is available from these pages to guide you through the process of adding your e-bills.

Once the billers activate your e-bill service, you can make your payments from your E-bills page.

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Q: How long does it take to receive e-bills from a biller?



A: It may take one to two billing cycles for a biller to process your request for e-bill service and for you to receive your first e-bill. After your first e-bill arrives, your e-bills should arrive on a regular schedule just like a bill that was mailed to you.

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Q: Will I still receive a paper copy of my bill through the mail?


A: It depends on the biller. Some billers stop sending a paper bill and only send an e-bill to your American Electric Power e-Bill account. Other billers continue to send paper bills through the U.S. mail in addition to an e-bill to American Electric Power e-Bill and an e-bill summary to your e-mail address.

You can review the biller's terms and conditions for e-bill service when you add the biller to your personal list of e-bill accounts. The terms and conditions provide information about your paper bills.

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Q: Can I store or view paid e-bills?



A: You can view all of your filed and paid e-bills from the E-bills page. Filed and paid e-bills are available online for 180 days (6 months). You can use your browser's print feature to print the bill if you want to keep long-term records.

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E-bills and Billers

Q: Can I add more than one e-bill to my e-bills list for the same biller?




A: Yes, you can add several e-bills for the same biller as long as you have different biller account numbers. For example, if your phone company provides your home phone service and your cellular phone service, you can add the two e-bills for the same phone company by typing a different account number each time.

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Q: What happens if I delete a biller account in American Electric Power e-Bill?



A: When you delete a biller account in American Electric Power e-Bill, we cancel your e-bill service for that account and notify the biller to stop sending e-bills. You can no longer pay any unpaid e-bills listed on the E-bills page for the deleted account, so you may want to pay unpaid e-bills before deleting the account.

It is possible, based on your billing cycle, that you could receive an e-bill after you've deleted a biller account. (You'll see the e-bill on the E-bills page, or receive the e-bill summary at your e-mail address.) If this happens, make sure to pay your bill by some other means, such as sending the biller a check.

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Q: How can I stop receiving e-bills from a biller?



A: To stop receiving e-bills from a biller, you must delete the biller's account in American Electric Power e-Bill. After you delete the account, the biller is notified to stop sending e-bills.

It is possible, based on your billing cycle, that you could receive an e-bill after you've deleted a biller account. (You'll see the e-bill on the E-bills page, or receive the e-bill summary at your e-mail address.) If this happens, make sure to pay your bill by some other means, such as sending the biller a check.

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Q: How do I change my account information with a biller?



A: Some account changes can be made from the E-bills page of American Electric Power e-Bill. Click View/Change next to the name of the biller whose information you want to change. To change your account number or the biller's ZIP Code, you must delete the biller account and re-add it with the correct information.

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E-bill Problems

Q: My e-bill is late or seems incorrect. What should I do?



A: If your normal billing cycle has passed and you still have not received your e-bill, contact your biller. Billers deliver e-bills much like they deliver your paper bills. Depending on billing cycles, the exact day you receive your bill each month may vary. Also remember that it can take at least one billing cycle before you receive your first e-bill from a biller.

If you have questions about an e-bill, please contact the biller directly. All the information on the e-bill comes directly from the biller, the same as a paper bill. When you pay the e-bill, you can change the payment amount.

If an e-bill amount is incorrect, make sure to contact the biller to avoid any late charges.

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FAQs for Payments

Payment Questions and Problems
Bullet What do I do if the biller has not received or credited my payment?
Bullet What do I do if I receive a late fee for a payment?
Bullet How can I confirm that a payment has been made?
Bullet How do I cancel a payment?
Bullet How do I change a payment?
bullet How do I know what the status of my payment is?
bullet How can I make payments to other billers?

Payment Process Questions
bullet How does a biller receive my money?
bullet Can I make payments from more than one payment account?
bullet What do I do with the part of the printed bill statement that I used to mail back with my payment?
bullet How do payments show up on my bank account statement?

Scheduling Payments Questions
bullet What is the earliest payment date I can schedule for a bank account payment?
bullet How far in advance of the due date should I schedule my payments?
bullet When is the money for the payment withdrawn from my bank account?
bullet When does a biller receive my payment?
bullet Why do you need one to two days to process a bank account payment?
bullet Can I pay e-bills automatically?

Export File Question
Bullet I created an export file for my personal financial manager software, but some of my American Electric Power e-Bill information is not in the file. Why?

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Payment Questions and Problems

Q: What do I do if the biller has not received or credited my payment?



A: Sometimes the biller may not credit your account immediately after receiving a payment. If the payment is not credited in a reasonable amount of time, take the following steps to resolve the problem:
  1. Wait five days after the scheduled payment date to see if the biller credits the payment to your account.
  2. If the payment is not applied to your account, call the biller's customer service department to see if they received the payment and credited your account.
  3. When you call, gather the following information from the biller:
    • The name of the person who assisted you with your payment question.
    • The phone number you called to contact the biller.
    • The date you called the biller to inquire about your payment.
    • The amount of any late fees or finance charges assessed.
  4. If you've received a late fee but scheduled your payment on time, ask the biller to waive any late fees or finance charges.
  5. If the payment is not credited to your account or if the biller won't waive late fees, find the payment on the Payment Activity page. Click View in the Payment column to access the View Payment page. Then click Inquire about this payment... to send us a message that includes the information you gathered from the biller.

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Q: What do I do if I receive a late fee for a payment?



A: If you've received a late fee or finance charge for a late payment that you scheduled on time, follow these steps:
  1. Call the biller's customer service department.
  2. When you call, gather the following information:
    • The name of the person who assisted you with your payment question.
    • The phone number you called to contact the biller.
    • The date you called the biller to inquire about the late fees.
    • The amount of any late fees or finance charges assessed.
  3. Ask the biller to waive any fees or finance charges.
  4. If the biller won't waive the fees or charges, find the payment on the Payment Activity page. Click View in the Payment column to access the View Payment page. Then click Inquire about this payment... to send us a message that includes the information you gathered from the biller.

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Q: How can I confirm that a payment has been made?



A: After the payment date, check the Payment Activity page to see if the status of the payment is Processed. If the status is Processed, then the payment has been sent to the biller.

You can also check to see if the payment has been withdrawn from your payment account. If you made the payment using a bank account, check your account statement for the withdrawal.

You can call the biller to see if they received the payment and credited it to your account. Sometimes it may take the biller a few days to credit your account.

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Q: How do I cancel a payment?



A: Go to the Payment Activity page and click Cancel next to the payment that you need to cancel.

Note: The only payments you can cancel are the payments with a status of Scheduled.

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Q: How do I change a payment?



A: Go to the Payment Activity page and click View/Change next to the payment that you need to change.

Note: The only payments you can change are the payments with a status of Scheduled.

If you overpaid the amount, contact the biller to request a refund or a credit toward your next payment.

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Q: How do I know what the status of my payment is?



A: Look for the payment on the Payment Activity page. The following list describes the statuses:

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Q: How can I make payments to other billers?



A: You can access a free online bill payment service, MyCheckFree.com, offered by Fiserv. Fiserv is the company that provides the payment processing services for American Electric Power e-Bill. MyCheckFree.com provides access to hundreds of local and national billers that you can make payments to.

Steps To access MyCheckFree.com:

  1. Click the Go Scout! Find more bills link on the Payment Confirmation page.
    You access a page that introduces you to Scout and the basic features of the MyCheckFree.com service.
  2. Click Go Scout! Show me other available bills! to access the first page of the MyCheckFree.com Web site.
  3. From this page, enter the sign-in ID and password that you use to access American Electric Power e-Bill. Because you're using American Electric Power e-Bill, you're already enrolled in the MyCheckFree.com service.

Next, you'll need to select your e-bills and add your account information. Help is available from these pages to guide you through the process of adding your e-bills.

Once the billers activate your e-bill service, you can make your payments from your E-bills page.

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Payment Process Questions

Q: How does a biller receive my money?



A: For bank account payments, American Electric Power e-Bill determines if the payment will be made electronically or by check based on whether the biller accepts electronic payments and other guidelines. For example, some billers cannot receive electronic payments, so a check is printed and sent to the biller. Whether a payment is made electronically or by check, the payment is processed to reach the biller on time.

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Q: Can I make payments from more than one payment account?



A: Yes, you can make payments from more than one bank account, such as a checking account, money market account, or brokerage account. The account number you select when making a payment is the account your payments are withdrawn from.

To add a new payment account, go to My Payment Accounts in MyCheckFree Profile and click Add Bank Account.

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Q: What do I do with the part of the printed bill statement that I used to mail back with my payment?



A: You don't need to do anything with your bill statement—billers do not need that portion of your statement. All of the information you provide when adding e-bills and scheduling payments is sufficient for the biller. If you want to, you can keep the statement for your own records.

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Q: How do payments show up on my bank account statement?



A: When you receive your bank account statement, the payments made through American Electric Power e-Bill usually appear as electronic withdrawals (similar to ATM withdrawals) even if American Electric Power e-Bill sends a paper check to the biller.

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Scheduling Payments Questions

Q: What is the earliest payment date I can schedule for a payment?



A: Some billers let you select a payment date as early as today (if today is a business day). Billers usually set a cutoff time for these payments and charge a fee for quick processing. Use the following list as a guide when you are selecting a payment date:
Q: How far in advance of the due date should I schedule my payments?



A: It is always best to schedule the payment to arrive a couple of days before the due date. This ensures that the biller has plenty of time to apply the payment to your account.

If you are making the payment from a bank account, keep the following points in mind about when the payment is actually sent to the biller:

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Q: When is the money for the payment withdrawn from my bank account?



A: If you make a payment using your bank account, the payment is withdrawn from your account on the payment date.

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Q: When does a biller receive my payment?



A: The biller should receive the payment on the scheduled payment date.

Note: It may take the biller a little longer to credit the payment to your account.

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Q: Why do you need one to two days to process a bank account payment?



A: When you schedule a payment to be paid from a bank account, we look at your payment to determine how it should be processed. For example, we check to see if the biller can accept an electronic payment or if the payment should be sent as a check. After we determine how to process the payment, you cannot make changes to it. The biller will receive the payment on the scheduled payment date.

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Q: Can I pay e-bills automatically?



A: Auto-Pay is an optional feature that enables you to pay some e-bills automatically. See the FAQs for Auto-Pay section for more information.

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Export File Question

Q: I created an export file for my personal financial manager software, but some of my American Electric Power e-Bill information is not in the file. Why?



A: The payment information you export must meet the following conditions:

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FAQs for Billers

Bullet What is a biller?
bullet What if a biller I want to make a payment to isn't on the list of billers I have to choose from?
bullet Do I need to contact the billers I decide to pay my e-bills with using American Electric Power e-Bill?
Bullet How can I start receiving paper bills if I stopped receiving them?

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Q: What is a biller?



A: A biller is any company or service you make payments to. Billers can be anyone who sends you a bill, such as your phone or credit card company.

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Q: What if a biller I want to make a payment to isn't on the list of billers I have to choose from?



A: All the local and national billers you can pay are listed on the Select Your E-bills page. At the bottom of the page is a link you can click to suggest more billers that you would like to see added to the list of available billers. Suggesting a biller helps to encourage that biller to join the network.

We continue to add billers to this list on an ongoing basis. If you're participating in CheckFree's Payment Network, we'll notify you when we add billers that we think you might be interested in paying online.

You can request a new biller for the Payment Network. Your request is sent to our sales department for future consideration.

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Q: Do I need to contact the billers I decide to pay my e-bills with using American Electric Power e-Bill?



A: No, you do not need to contact your billers if you use this service. We send each of your payments with your biller account information so the billers are able to credit your account appropriately.

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Q: How can I start receiving paper bills if I stopped receiving them?



A: If you are currently receiving e-bills and no corresponding paper bill from a biller, you can start receiving paper bills again by deleting your biller account information. Go to your E-bills page and click Delete next to the account information you want to delete. When you delete a biller account, you cancel your e-bill service for that account and can no longer receive and pay e-bills unless you add the biller again.

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Q: What happens when I start receiving e-bills?



A: When you agree to the biller's Terms and Conditions for receiving e-bills, depending on the biller, you might stop receiving paper bills in the mail. It can sometimes take up to a month to stop receiving paper bills, depending on the biller's billing cycle for your account.

We will notify you electronically when you have an e-bill, either by sending you a message or displaying a message when you sign in to American Electric Power e-Bill. When adding an e-bill, you can also select to receive e-bill summaries by e-mail.

After you receive notification that you have a new e-bill, you can pay the e-bill through American Electric Power e-Bill, which saves you time and money, and helps the environment by eliminating paper bills.

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FAQs for Auto-Pay

Bullet What is Auto-Pay?
Bullet Why can't I use Auto-Pay to pay all e-bills?
Bullet How do I turn on Auto-Pay?
Bullet What happens if the amount due for an e-bill exceeds the maximum amount automatically paid?
Bullet How do I change the maximum amount automatically paid for an Auto-Pay payment?
Bullet Why was my e-bill paid late?

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Q: What is Auto-Pay?



A: Auto-Pay is an optional feature that allows you to automatically pay the minimum amount due on the e-bills you receive for a specific biller account.

If your biller offers Auto-Pay, you must set up a bank account in American Electric Power e-Bill to make the payments from.

Set up the Auto-Pay options in your biller account information. Click View/Change next to the name of the biller you want to set up.

When you set up Auto-Pay, you can choose to have us automatically pay the e-bill regardless of the payment amount, or you can set a limit on the amount we automatically pay. You can choose to have us send the payment in time for the biller to receive it by the due date, or you can choose to have us send the payment when the e-bill is received.

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Q: Why can't I use Auto-Pay to pay all e-bills?



A: A biller must have a system capable of receiving automatic payments. American Electric Power e-Bill offers Auto-Pay for all billers who meet this requirement.

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Q: How do I turn on Auto-Pay?



A: If your biller offers Auto-Pay, you must set up a bank account in American Electric Power e-Bill to make the payments from.

You set up the Auto-Pay options in your account information. You can select the Auto-Pay options when you change your account information on the View/Change Biller Account Information page.

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Q: What happens if the amount due for an e-bill exceeds the maximum amount automatically paid?



A: American Electric Power e-Bill does not automatically schedule the payment, and you receive an e-mail notifying you that the e-bill's minimum amount due exceeds the maximum amount automatically paid. You will need to make the payment on the e-bills page or by some other means. If you think that the amount due is incorrect, contact the biller.

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Q: How do I change the maximum amount automatically paid for an Auto-Pay payment?



A: Go to your E-bills page and click View/Change next to the biller account you want to change. In the Auto-Pay section, type a new amount in the Only pay e-bills for less than this amount box and click Save Changes. Your changes are effective immediately.

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Q: Why was my e-bill paid late?



A: If a biller sends an e-bill late and the actual due date on the bill is before the earliest available payment date (remember American Electric Power e-Bill needs a couple of days to process payments), Auto-Pay schedules the payment for the earliest possible payment date. Please contact your biller if an e-bill arrives late and you are charged a late fee.

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