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Frequently Asked Questions About KVIE Donor Center



General Information Payments Accounts Profile Information


General Information FAQs

What is KVIE Donor Center?
What is a MyCheckFree account?
How does KVIE Donor Center work?
How secure is my payment and personal information?
How do I cancel KVIE Donor Center service?
I have questions about how to use one of KVIE Donor Center's features.

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Q: What is KVIE Donor Center?



A: KVIE Donor Center is a service that lets you pay us online. You can use a bank account, such as a checking, money market, or brokerage account to make your payments. The payment information you give us is protected and your payments are guaranteed.

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Q: What is a MyCheckFree account?



A: MyCheckFree, makes it possible for you to pay for almost anything online--from your bills to online retail purchases to your auction bids. Fiserv is the leading provider of financial e-commerce solutions and powers payments for hundreds of well known companies. Using your MyCheckFree account, you can:

For more information, go to www.mycheckfree.com.

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Q: How does KVIE Donor Center work?



A: KVIE Donor Center lets you easily and conveniently pay your bill online. There are three basic steps involved in using KVIE Donor Center to make online payments:
  1. Sign up and add your payment account information. You can use a bank account, such as a checking, money market, or brokerage account to make your payments.
  2. Accept the terms and conditions for using KVIE Donor Center.
  3. Schedule your payments.

If you have more than one account with us and we have set up KVIE Donor Center so that you can pay more than one account online, you can set up multiple accounts on the Make Payment page.

For example, you may have a local phone service account and a cellular phone service account. If you set up your local phone service account and your cell phone account, you can use KVIE Donor Center to send us payments for both.

Note
Each account you set up must have a unique account number.

You schedule payments for all your accounts on the Make Payments page. After a payment is scheduled, it appears with a status of Scheduled on the Payment Activity page. After the payment is sent to us, the status changes to Processed. When we receive your payment, we credit the payment to your account.

You can also set up additional payment accounts after you sign up. All you have to do is select My Profile from the KVIE Donor Center menu on the left side of your screen, and then choose My Payment Accounts in the My Profile window.

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Q: How secure is my payment and personal information?



A: KVIE Donor Center uses several methods to ensure that your information is secure as you make your payments and as your payment information is transmitted over the Internet:

In addition to the measures we take to ensure that your information is secure as it is transmitted, we partner with Fiserv, the industry leader in online payment processing, Fiserv's policy is to never provide your information to any other company for marketing, research, or solicitation purposes. If you have any concerns about the privacy of your information, please click the Privacy Policy link at the bottom of this page.

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Q: How do I cancel my payment service?



A: Go to My 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: I have questions about how to use one of KVIE Donor Center's features.



A: KVIE Donor Center can assist you in using its features as follows:

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Payment FAQs

Payment Questions and Problems
What do I do if I think you haven't received my payment or credited my payment?
What do I do if I receive a late fee for a payment?
How can I confirm that a payment has been made?
How do I cancel a payment?
How do I change a payment?
Why would I need to cancel an automatic 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 do you receive my money?
bullet Can I make payments from more than one payment account?
bullet How do payments show up on my bank account statement?

Scheduling Payments Questions
bullet What is the earliest payment date I can schedule?
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 do you receive my payment?
bullet Why do you need one to two days to process a bank account payment?

Export File Question
I created an export file for my personal financial management software, but some of my KVIE Donor Center information is not in the file. Why?

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Payment Questions and Problems

Q: What do I do if I think you haven't received my payment or credited my account?



A: Sometimes we take a couple of days to credit your account. 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 payment is credited to your account.
  2. If the payment is not applied to your account, call our customer service department to see if they received the payment and credited your account.
  3. When you call, gather the following information:
    • The name of the person who assisted you with your payment question.
    • The phone number you called.
    • The date you called 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, please let us know when you call.
  5. If the payment is not credited to your account or if we can't waive the late fees, find the payment on the Payment Activity page. Click View in the Payment column to go to the View Payment page. Then click Inquire about this payment... to send us a message that includes the information you already gathered. We will take the information in the message and do some further research about your particular payment problem.

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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 our 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 us.
    • The date you called us to inquire about the late fees.
    • The amount of any late fees or finance charges assessed.
  3. Ask whether the person you are speaking to can waive any fees or finance charges.
  4. If the person can't waive the fees or charges, find the payment on the Payment Activity page. Click View in the Payment column to go to the View Payment page. Then click Inquire about this payment... to send us a message that includes the information you already gathered. We will take the information in the message and do some further research about your particular payment problem.

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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 us.

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.

Contact us to see if the payment was received and credited to your account. Sometimes it may take us a few days to credit your account.

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Q: How do I cancel a payment?



A: You can cancel a payment with a status of Scheduled by going to the Payment Activity page and clicking Cancel next to the payment that you want to cancel.

Note: You can only cancel 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 want to change. Make your changes and save them.

Note: You can only change payments with a status of Scheduled. If you overpaid us, please contact us to request a refund or a credit on your next bill.

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Q: Why would I need to cancel an automatic payment?



A: When you set up your automatic payment and chose the option of sending your payment until I change or cancel this payment, you set up an automatic payment that will be sent indefinitely until you cancel it or change the duration by editing the automatic payment. Therefore, when your account is paid off, you will need to cancel the automatic payment, and then go to the Payment Activity page and cancel any payments with a status of Scheduled. Processed payments cannot be canceled. To cancel automatic payments, select I don't want to automatically pay this account, and then click Save Changes. If you overpaid us, please contact us to request a refund or a credit on your next bill.

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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 possible statuses:

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Q: How can I make payments to other billers?



A: You can go to a free online bill payment service, MyCheckFree.com, offered by Fiserv. Fiserv is the company that provides the payment processing services for KVIE Donor Center.

In KVIE Donor Center, click Go Scout! Find more bills at the bottom of the Payment Confirmation page. A page opens in a new browser window that introduces you to Scout, the Bill Retriever, and explains the basic features of MyCheckFree.com. Click the link provided to go to the first page of the MyCheckFree.com Web site. Your sign-in ID and password work at all bill payment sites in the CheckFree Payment Network, so your KVIE Donor Center sign-in ID and password will work at the MyCheckFree.com Web site.

If you decide to use MyCheckFree.com to pay other bills, all you have to do at the MyCheckFree Web site is select the bills you want to pay and add your account information. Help is available on these pages to guide you through the process. After the bills you want to pay are set up, you can pay them on the E-bills page at MyCheckFree.com.

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Payment Process Questions

Q: How do you receive my money?



A: When your payment begins to process, we evaluate whether the payment should be sent electronically or by check (sometimes we can't accept electronic payments for certain account types or from some bank accounts). Whether a payment is made electronically or by check, the payment is always processed to be paid on time. You don't need to do anything different with your payments; how a payment is sent is determined when the payment begins to process, not when you schedule the payment.

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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, money market, or brokerage account. The account you select when scheduling the payment is the account your payments are withdrawn from.

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

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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 KVIE Donor Center usually appear as electronic withdrawals (similar to ATM withdrawals).

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Scheduling Payments Questions

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



A: Use the following list as a guide when selecting a payment date:

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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 our process for applying your payment to your account doesn't ever interfere with your payment being credited on time.

Keep the following points in mind about when the payment is actually sent to us:

Note: We may not always credit your account on the same day that we receive your payment. That's why it is best to allow a little extra time so that your payment is not credited to your account late. If for some reason, we do apply the payment to your account late, please contact us.

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



A: The funds for the payment are withdrawn from your bank account on the payment date. Please make sure that the money for the payment is in your bank account on the scheduled payment date.

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Q: When do you receive my payment?



A: We should receive the payment on the scheduled payment date.

Note: Our process for crediting the payment to your account can sometimes take a couple of days. Please contact us if you have questions about how or when your payment is credited to your account.

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



A: When your payment begins to process, we evaluate whether the payment should be sent electronically or by check (sometimes we can't accept electronic payments for certain account types or from some bank accounts). Depending on how the payment is sent, the processing time can vary by a couple of days. No matter how your payment is sent, it is always processed to reach us on time.

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Export File Question

Q: I created an export file for my personal financial manager software, but some of my KVIE Donor Center information is not in the file. Why?



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

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Account FAQs

Can I add another account?
Can I change an account?
How do I delete an account?

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Q: Can I add another account?



A: Yes, as long as you have different account numbers for each account you have with us and we have set up KVIE Donor Center to allow you to make payments for multiple accounts, you can pay them all online. For example, if you have a cell phone account and a business account and they have different account numbers you can set each account up to pay online.

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Q: Can I change an account?



A: You can make changes to your account description on the View/Change Account page. You can go to this page by clicking View/Change next to the account name on the Make Payments page.

To change your account number, you must first add a new account with the correct number, and then delete the old account that contains the incorrect number.

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Q: How do I delete an account?



A: You can delete an account by clicking View/Change next to the account name on the Make Payments page. Then, choose the Delete this account link on the View/Change Account page.

Before you delete the account, keep the following points in mind:

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Profile Information FAQs

How do I change my personal or account information?
Can I make payments from more than one payment account?

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Q: How do I change my personal and account information?



A: It's important to keep your personal information up to date. To view your personal information, click My Profile. Your profile opens in a new browser window.

You can review your personal information and change your sign-in ID and password on the Personal Information page. Click Change in the section that contains the information you want to update.

You can also maintain your payment accounts and add authorized users to your account. Authorized users are people you give permission to contact customer service on your behalf.

Note: You cannot make any changes to your personal information for seven days after you sign up.

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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, money market, or brokerage account. The payment account 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 My Profile and click Add Bank Account.

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