This electronic funds transfer (“EFT”) agreement and disclosure (“EFT Agreement”) is made in compliance with federal law regulating EFT services. All capitalized terms not defined in this EFT Agreement have the meanings given to them in the BILL Terms of Service.
This EFT Agreement applies to you if you are, or if you are acting on behalf of, an individual who is using the BILL Service for personal, family or household purposes. This EFT Agreement does not apply to any electronic transfers initiated through the BILL Service to or from a business bank account, or for a commercial purpose. If this EFT Agreement applies to you, by continuing to use or interact with the BILL Service after receiving a copy of this EFT Agreement, you are consenting to and accepting the terms of this EFT Agreement.
(a) Your Liability for Unauthorized Transfers Made Through Your BILL Account
Through the BILL Service and using your BILL Login Credentials, you may initiate EFT payment transactions to and from your linked accounts through the ACH Network.
An “unauthorized transfer” occurs when an EFT payment is made through your BILL account or using your BILL Login Credentials, and you neither authorized that payment nor benefited from the payment. As an example: if someone steals your BILL Login Credentials and uses those Login Credentials to access your BILL account and send an EFT payment without your permission, that transfer is unauthorized. Please note, however, that an unauthorized transfer will not have occurred if you give someone access to your BILL Login Credentials, even if that person uses your Login Credentials without your permission, unless you previously notified BILL that you shared your credentials with someone who isn’t authorized to use your account so that we could take appropriate action.
To help you protect yourself against unauthorized activity and monitor your account and transactions in real time, we provide you with a full transaction history for your account that can be accessed at any time from any device through your BILL account. This transaction history includes: the amount, date and type of each payment made through your account; the payment account(s) used; and information about the payor and payee. The transaction history will also provide you with our contact information in case you have any questions or concerns about a transaction. We recommend that you regularly log in to your BILL account to review your transaction history.
You must TELL US AT ONCE if you believe your Login Credentials have been lost or stolen, or your BILL account has been otherwise compromised, or if you believe that an unauthorized transfer has been made from your account.
If you tell us within 2 business days after you learn of the loss or theft of your Login Credentials or of the compromise of your BILL account, you can lose no more than $50 if someone used your Login Credentials or account without your permission.
If you do NOT tell us within 2 business days after you learn of the loss or theft of your Login Credentials or of the compromise of your BILL account, and we can prove we could have stopped someone from using your Login Credentials or BILL account if you had told us within 2 business days, you could lose as much as $500.
If you believe there is an unauthorized transfer on your account, you must tell us AT ONCE, but at least within 60 days of the transfer posting to your BILL payment history. If you do NOT tell us within 60 days of the unauthorized transfer posting to your BILL payment history, you may not get back any money you lost after the 60 days if we can prove that we could have stopped someone from taking the money if you had told us in time.
If a good reason (such as a long trip or a hospital stay) kept you from telling us about the loss or theft of your Login Credentials or the compromise of your BILL account, or about an unauthorized transfer on your account, we will extend the time periods above.
(b) Who to Contact for Unauthorized Transfers or Other Concerns
If you believe that your BILL Login Credentials have been lost, stolen, or otherwise compromised, or you believe there may be an unauthorized transfer on your BILL account, you must contact us IMMEDIATELY by calling 855-822-8296; contacting us by mail (Attn: Risk Operations) at 6220 America Center Drive, San Jose, CA 95002; or through our Help Center.
(c) Our Business Days
For purposes of these disclosures, our business days are Monday through Friday. Holidays are not included.
(d) Transfer Types and Limitations
(1) Account access. You may use your Login Credentials and the BILL Service as provided in our Terms of Service.
(2) We may limit the frequency and available of transfers as provided in our Terms of Service.
(3) We may limit the dollar amount of transfers, on a per transaction or cumulative basis, as provided in our Terms of Service.
(1) Per transfer charge. We will charge you a transaction fee for each EFT you make using the BILL Service. Information on transaction fees is available here.
(2) Fixed charge. If you have a subscription account, we will charge you a monthly subscription fee for the BILL service. Information on monthly subscription fees is available here.
We will disclose information to third parties about your account or the EFTs you make:
(i) Where it is necessary for completing transfers, or
(ii) In order to verify the existence and condition of your account for a third party, or
(iii) In order to comply with government agency or court orders, or
(v) If you give us your written permission.
(g) Transaction History
You will get a full transaction history for your account that can be accessed at any time from any device through your BILL account.
(h) Preauthorized Payments
(1) Right to stop payment and procedure for doing so. If you have told us in advance to make regular payments out of your account, you can stop any of these payments. Here’s how:
You may make changes to scheduled payments through your BILL account, or you may contact us through our customer support portal, in time for us to receive your request 3 business days or more before the payment is scheduled to be processed. If you reach out to us through our customer support portal, we may also require you to put your request in writing and get it to us within 14 days after you call. We may charge you a fee for each stop-payment order that you give.
(2) Notice of varying amounts. If these regular payments may vary in amount, we will tell you, at least 10 days before each payment, when it will be made and how much it will be.
(3) Liability for failure to stop payment of preauthorized transfer. If you order us to stop one of these payments 3 business days or more before the transfer is scheduled to be processed, and we do not do so, we will be liable for your losses or damages.
(i) Our Liability for Incomplete EFTs
If we do not complete an EFT to or from your account on time or in the correct amount according to our Terms of Service, we will be liable for your losses or damages. However, there are some exceptions.
We will not be liable, for instance:
(1) If, through no fault of ours, you do not have enough money in your linked account to make the transfer.
(2) If the BILL system was not working properly and you knew about the breakdown when you started the transfer.
(3) If circumstances beyond our control (such as a fire or flood) prevent the transfer, despite reasonable precautions that we have taken.
(4) Other exceptions as stated in our Terms of Service.
Error Resolution Notice
For purposes of this EFT Agreement, an error includes the following:
An unauthorized transfer.
You send a payment through the BILL Service and an incorrect amount is debited from your account.
You receive a payment through the BILL Service and an incorrect amount is credited to your account.
An EFT payment does not appear in your BILL account transaction history.
An EFT payment does not appear correctly in your BILL account transaction history.
Your request for information about your account related to an EFT transaction(s), including for information needed to determine whether an error has occurred.
An inquiry into the status of a pending EFT payment transaction.
You request account or transaction documentation related to an EFT payment documentation, other than a request for a duplicate copy, a request for tax or recordkeeping purposes or a request for a paper copy when you have consented to electronic delivery.
An error does not include the following:
A routine inquiry about your BILL account balance.
Your request for account or transaction documentation related to an EFT payment documentation if that request is for a duplicate copy, for tax or recordkeeping purposes, or for a paper copy when you have consented to electronic delivery.
If you believe there is an unauthorized transfer or other error on your BILL account, or if you need more information about your account to determine if there is an unauthorized transfer or other error on your account, contact us through our customer support portal AS SOON AS YOU CAN. We must hear from you no later than 60 days after the transfer or error posted to the payment history on your BILL account.
We will investigate and, where appropriate, resolve any suspected error that you report within 60 days of the error posting to your BILL account. We may also investigate and/or resolve suspected errors that are reported after 60 days of posting to your BILL account, in our sole discretion.
When you contact us, be prepared, if possible, to:
(1) Tell us your name and account number (if any).
(2) Describe the error or the transfer you are unsure about, and explain as clearly as you can why you believe it is an error or why you need more information.
(3) Tell us the dollar amount of the suspected error.
If you tell us orally, we may require that you send us your complaint or question in writing within 10 business days.
We will determine whether an error occurred within 10 business days after we hear from you and will correct any error promptly. If we need more time, however, we may take up to 45 days to investigate your complaint or question. If we decide to do this, we will credit your account within 10 business days for the amount you think is in error, so that you will have use of the money during the time it takes us to complete our investigation. If we ask you to put your complaint or question in writing and we do not receive it within 10 business days, we may not credit your account.
For errors involving new accounts or foreign-initiated transactions, we may take up to 90 days to investigate your complaint or question. For new accounts, we may take up to 20 business days to credit your account for the amount you think is in error.
We will tell you the results within three (3) business days after completing our investigation. If we decided that there was no error, we will send you a written explanation. You may ask for copies of the documents that we used in our investigation.