Welcome to Vancity's Banking FAQ

How can I delete, correct or trace an online bill payment?
Question:

How can I delete, correct or trace an online bill payment?
Answer:

If you need to correct or trace an online bill payment, we can help in several ways:
  • If you paid the wrong vendor, we can reverse the bill payment and have the funds returned to your account.
  • If you paid the correct vendor but the wrong vendor account number, we can re-direct your payment to the correct account number.
  • If you paid the correct vendor but the wrong amount, we can reverse the payment in part or in full. Some conditions apply, however. If you paid a vendor to whom you didn’t owe money, we can reverse the payment. If you overpaid an invoice, we can adjust your payment provided that you don’t owe the vendor money for other invoices.
  • If you are certain you paid a vendor, but the vendor claims they did not receive payment, Vancity can trace your payment. 
  • We charge a $10 fee to any of the above options, and it can take several weeks to complete. Alternatively, you can contact the payee company directly and arrange a credit through them.
Please advise us through secure email (steps below) if you prefer Vancity to make the request, and whether you want the payment reversed or forwarded to the correct account number.

To contact us through our secure email message centre, please log in to online banking. Once logged in, click on Messages and Alerts on the left-hand side and you will then find a “Send a Message” link on the left side of the screen. 

If you still need help with an online bill payment, contact our Member Service Centre at 604-877-7000 or toll-free at 1-888-vancity (826-2489).

FAQ Categories: Online Banking - Having Trouble?
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