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Questions About Making Online Payments

  • Have you received my payment?

    Questions about receipt of homeowner payments should first be confirmed by using the tools BB&T makes available to you.

    Homeowners should be directed to contact their bank to see if the check has cleared. If the check has cleared but you do not show receipt of payment,provide BB&T with a copy of the front & back of the homeowner’s check for further research.

  • Am I able to make a payment by phone?

    At the present time BB&T does not accept payments by telephone.

    A convenience fee of $9.95 is charged per transaction to the homeowner when paying online by credit card or eCheck. Payment processing times:

      • By Credit Card – Next Business day.
      • By eCheck – May take up to four business days.
  • Am I able to make my payment online?

    Homeowners can do the following online:

      • Make a one-time payment with an acceptable credit/debit card. Payments made online by credit card are processed the next business day.* The current maximum payment amount for a single card payment transaction is $3,000.00. Multiple separate online payments can be submitted toward the same Obligation, however, each separate payment transaction will incur a convenience fee.
      • Make a one-time ACH debit payment using eCheck. Payments made online by eCheck can take up to four business days to process.* The current maximum payment amount for a single eCheck payment transaction is $20,000.00. Multiple separate online payments can be submitted toward the same Obligation, however, each separate payment transaction will incur a convenience fee.
      • Sign up for Association Pay (ACH) online. There is no convenience fee to enroll in Association Pay.

    *A convenience fee of $9.95 is charged per transaction to the homeowner for making a payment online by credit/debit card and eCheck.

  • What is my outstanding payment balance or amount due?

    Homeowners calling BB&T Association Services will be provided the phone number of Legacy Southwest Property Management as BB&T cannot provide payment balances or late fee information.

  • Why did I receive a late fee?

    Homeowners calling BB&T Association Services will be provided the phonenumber of Legacy Southwest Property Management as BB&Tcannot provide payment balances or late fee information.

  • When will my payment be processed?

    Payments are processed as follows:

      • Made online by Credit Card – Next Business Day.
      • Made online by eCheck – May take up to four business days.
      • Made at a Branch – Next business day.
      • U.S. Mail – Payments are processed on the day they are received in Orlando processing center.

    BB&T does not hold payments or keep the envelope in which the payment was mailed. Delays in posting may occur if the payment is not accompanied by a BB&T payment coupon.

  • How do I sign up for an automatic debit (ACH), Association Pay?

    The most convenient method for enrolling in Association Pay is online.Instruct homeowners to complete the Association Pay Authorization online at BBT.com/payments.

    If you are not enrolled in the Online Payment System, it is best for homeowners to use the pre-printed Authorization included in the coupon book or statement as they are uniquely bar coded with specific payment obligation information.

    When submitting the paper Authorization, send directly to BB&T Association Services.

    Some obligations are not eligible for Association Pay.

  • Can you confirm that my Association Pay (ACH) enrollment has been received?

    Homeowners who enroll online in Association Pay receive a receipt at the time the enrollment is submitted.

    Those homeowners who submit their Association Pay enrollment by paper directly to BB&T receive a Welcome Letter from BB&T through the U.S. mail with the first debit start date.

  • How can I change the account number that is being debited for my Association Pay (ACH)?

    Association Pay change requests are processed by BB&T Association Services at BBT.com/payments.

  • How do I cancel my Association Pay (ACH) auto debit?

    Association Pay cancel requests are submitted to BB&T and processed by Association Services.

    Homeowners can go to BBT.com/payments and print an Association Pay Cancel form from the Pay Automatically tab. Homeowners complete the form and submit directly to BB&T.

  • Can I make my payment at a BB&T location?

    Payments are accepted at all BB&T financial centers when accompanied by an Association Services payment coupon.

    Locations can be found online at BBT.com.

  • Can I make my payment without a coupon?

    Use Statement on Demand in Web Vault to print a payment coupon for a specific homeowner’s payment obligation. Statement on Demand and paper guidelines are located on the Coupon Order and Services menu in Web Vault.

    Reorder coupons for an individual unit using the Coupon Order link in WebVault.

    Order Blank Books from BB&T Association Services to provide to homeowners a coupon from the book in emergency situations.

  • How do I set up bill pay through my financial institution’s bill pay service?

    When using a bill pay service, payments may not be processed on the same day that the funds are debited from the homeowner’s account. Depending upon the method of payment and delivery used; payments may take up to five business days or more to be posted to the association’s account. To avoid delays, sign up for BB&T’s Association Pay! It is important for the homeowner to use the unique bill pay account number assigned to that specific payment obligation as their account number when setting up an online bill payment.Delays occur when the 11-digit bill pay number is not included.

    When BB&T receives a bill pay payment by check without a bill pay account number, or with additional account data besides the bill pay account number,BB&T sends a letter to the homeowner requesting them to update their bill pay records.

    If we receive more than two subsequent checks without the appropriate bill pay number after the first notification, the current check and all future checks received without the correct bill pay number will be returned to the homeowner and not processed.

  • I inadvertently paid more than I should have. How do I get a refund?

    Homeowners calling BB&T Association Services will be provided the phone number of Legacy Southwest Property Management and will be instructed to call Legacy directly as BB&T cannot provide payment refunds to homeowners.

  • I haven’t received my coupon book. Can you tell me the status?

    Coupon confirmations are sent to you via email once a full coupon order for books or statements has been sent to print.

    Homeowners calling BB&T Association Services will be provided the phone number of Legacy Southwest Property Management and will be instructed to call Legacy directly as BB&T cannot provide payment refunds to homeowners.

  • What fees do you charge?

    If a homeowner contacts the bank and asks about banking service fees, i.e. NSF, deposited item return, Coupon Stop fees, we will inform the homeowner of the standard service fee and advise them Legacy may impose an additional fee. We will instruct the homeowner to contact Legacy.

    Per Unit and Coupon Fees are not disclosed to homeowners. Homeowners will be directed to call the management company or self-managed association.

  • I am already set up for Association Pay (ACH), why didn’t my debit occur this month?

    There are certain reasons ACH will be returned by the homeowner’s financial institution, including insufficient funds in the homeowner’s account. BB&Twill cancel an Association Pay authorization for certain reasons including, if the homeowner has two ACH returns for Insufficient Funds (NSF) within a six month period or when the homeowner has issued a Stop Payment order.

    When the ACH Authorization is cancelled by the Bank, payments will no longer be automatically debited, alternative payment arrangements should be made with the homeowner.

  • Where should I mail my payment?

    Using mailing labels or envelopes included with coupon books or envelopes included with statements, homeowners can mail their payment with the BB&T Association Services coupon to:

      BB&T Association Services
      P O Box 628207
      Orlando, FL 32862-8207