Payment Option FAQs

What are my free payment options?

You have the following options to pay your HOA fees without incurring a convenience fee:
  • Send payment by mail or use your bill pay service through your bank.
  • Enroll in CMI’s ACH program to have your monthly or quarterly fees withdrawn from your bank account on the 8th of each month or quarter.~
 
Please see the “What are my payment options?” FAQ below for more details on these free payment options.  
 

What are my payment options?

  1. Mailing a payment:
  • Checks can be mailed using the payment coupon provided by the association, without a payment coupon by including the account number on the check, or by having your bank’s bill pay service send a check on your behalf.

    1. Make checks payable to your association, NOT to CMI.  Your check is deposited directly into your association’s bank account.
    2. Write your CMI account number on the check.  Your CMI account number can be found in your coupon book or in the upper right-hand corner of your account statement.  If you don’t know your account number, please contact Accounts Receivable at 503-233-0300.
    3. Please mail your payments regular mail to our payment lockbox at the address below.

    Your Association’s Name (Example: Buster Place HOA)

    c/o CMI

    PO BOX 54568

    LOS ANGELES, CA 90054-0568

    1. Sending your payment Certified Mail is not recommended as it can result in your item being lost or misdirected by the post office.
    2. Sending your payment to any other address than Los Angeles may delay your payment.
    1. Online Payments (E-payments):

    CMI offers online payments through the Electronic Payment System managed by US Bank, which you will access through CMI’s website.  We refer to these payments as E-payments.

    1. Visa, MasterCard, and Discover cards and E-check payments that use your bank account are accepted.
    2. Recurring payments are no longer available.
    3. The maximum amount you may pay in one transaction is $3,000.
    4. E-check payments are subject to a $2 convenience fee per transaction.
    5. Credit card payments are subject to a $10 fee per transaction.
    6. E-check payments made by 6pm PST will be applied to your HOA account the following business day. 
    7. Credit card payments made by 11:30pm PST will be applied to your HOA account the business day following the scheduled payment date.
    8. If you are unsure of your current balance or payment amount, please contact CMI’s Accounts Receivable Department at 503-233-0300. The Electronic Payment System does not have access to your HOA account balance or payment amount.
    9. The Electronic Payment System is not the same as an association web portal.  Some of CMI’s clients maintain a web portal through which Association members can view their account history online. The log-in and password for the E-payment site and association web portal, if your association provides one, is different.

     

    1. Enroll in ACH
      1. ACH (Automated Clearing House) is an automatic debit program available through CMI whereby you permit your Association to make a withdrawal from your checking or savings account to pay your regular monthly or quarterly HOA fees.
      2. To enroll in the ACH program, please complete the ACH form.  A copy of the ACH enrollment form is attached for your convenience.
      3. Along with the completed form, enclose a voided check and send to debrab@communitymgt.com, fax to # 503-233-8884, attention “AR” or mail to 2105 SE 9th, Portland, OR 97214.
      4. Forms received by the 15th will be set up for payments effective the following month.
      5. ACH Payments will be withdrawn from your account on the 8th of each month or quarter (or the following business day if the 8th lands on a weekend or holiday).
      6. You will need to notify CMI in writing if you wish to be removed from the program.  We require written notification at least 3 days prior to the 8th of the month to cancel ACH for that month. Please send an email to debrab@communitymgt.com to cancel ACH payments.
      7. If you change the bank account from which we are to withdraw your monthly or quarterly fees, notify us by sending an email to debrab@communitymgt.com.
      8. CMI will automatically update your regular monthly or quarterly payment amount when your association approves new budgeted rates.
      9. Additional charges or credits are not incorporated into the ACH program debit.  If you have an additional charge on your account (for a key, move fee, parking permit, etc.), that amount needs to be paid by personal check or E-payment.  If you have a credit on your account, you can leave it on your account for payment of a future fee or contact debrab@communitymgt.com to request a refund.

Can I opt out of payment coupons?

Yes, by enrolling in the ACH program for CMI to debit your fees on the 8th of each month or quarter.  To enroll in the ACH program, please complete the ACH form.  Customers enrolled in the ACH program will not receive a coupon book if the last payment on the account was an ACH payment.  CMI automatically updates the payment amount for customer’s enrolled in the ACH program when a new budget is effective.  Enrolling in ACH is the only way to avoid receiving a payment coupon book each year.  If you are using your bank’s bill pay service or making E-payments, you will receive a coupon book as a reminder to update your payment amount.

Why does CMI offer so many different payment options?

CMI offers multiple payment options to meet the different needs of our customers.  Many customers asked for online credit card payments to earn credit card rewards.  Some customers prefer to mail a check each month.  Some customers prefer to enroll in the ACH program so they don’t have to write a check or go online to update their payment amount each year.  CMI continues to explore payment options as the needs of our clients and opportunities arise. 

How do I know what payment option I am using?

If you have a copy of your HOA account statement, or your association has a web portal where you can view your account online, you can determine the method of your payment by the check number listed for your payment on the statement.

  • ACH payments where CMI debits your bank account on the 8th, or the business day thereafter, show on your account statement as check number 99999.
  • E-payments that you set up in the Electronic Payment System online show on your account statement as check number 88888.
  • Checks that the association receives from you or your bank show on your account statement with the check number we received, or the last six digits of the check if the check number exceeds six digits.

 

If you are unsure of your account number or don’t have an account statement containing that number, contact debrab@communitymgt.com or call Accounts Receivable at 503-233-0300 and we can help you.

What is the difference between an E-check and ACH (Automated Clearing House) Payments?

Both E-checks and ACH debit the customer’s bank account.The difference between E-checks and ACH is who maintains the payment information and transmits the payments.ACH is maintained by CMI.CMI uses the bank information that you provided on the ACH enrollment form to setup a recurring debit from the account you specify (checking or savings).CMI transmits the debits monthly or quarterly to be effective on the 8th of each month, or business day thereafter, when the 8th falls on a weekend or holiday.CMI automatically updates the payment amount for customers in the ACH program when your Association approves a new budget and the rate changes.The ACH program is available for the regular monthly or quarterly budgeted fees as we debit the same amount each month or quarter until a budgeted rate change occurs. If your Association has a serial special assessment, it can be included in the debit.You just need to note at the top of the form if you want just the regular, just the special or both regular + special assessment included in the debit. If your Association adopts a new special assessment and you are already on ACH, you would need to fill out another form to add the new special assessment to your debit.If you request a statement for your HOA account, ACH payments are posted as check number 99999.If you are on the ACH program and your bank account changes or you wish to cancel ACH payments, please notify debrab@communitymgt.com of the change.

E-checks are online payments that you initiate using your bank account and bank routing number through our E-payment system.The user goes to CMI’s web site (www.communitymgt.com) and enters this information directly into CMI’s Electronic Payment System.Registration is not required to make a one-time payment.One-time E-payments are subject to a $2.00 convenience fee.  CMI doesn’t make any changes to your E-payment.If you request a statement for your HOA account, E-check payments are posted as check number 88888.

What if I need to update my bank account information for the ACH program?

CMI requires all communications regarding the ACH program in writing.  To update the bank account the associaiton is debiting, we need the new bank account number, bank routing number and type of account (checking or savings).  You can send us that information by fax to 503-233-8884, email to debrab@communitymgt.com or regular mail to 2105 SE 9th, Portland, OR, 97214.  The new account information needs to be received by the 15th of the month to be effective for the next month’s payment.

How do I register for online payments (E-payments)?

Click Here.  Start typing the name of your association, wait couple of seconds, then click on the association name from the drop down list.  Fill in your CMI account number from your account statement or coupon book.  Click the Make Payment button.  Click on the Register link below the Log In button.  Fill out the requested Contact Information and User Registration sections.  Then, click on the Submit button.  Now you are registered for the website!  You will receive a confirmation email from noreply@epymtservice.com to confirm you confirmation.  If you do not receive the email, you may want to check your Spam filter to allow emails from noreply@epymtservice.com.

How do I make an online payment (E-payment)?

Click Here.  Start typing the name of your association, wait couple of seconds, then click on the association name from the drop down list.  Fill in your CMI account number from your account statement or coupon book.  Click the Make Payment button.  Log in to the Electronic Payment System using your User ID and Password set up during your registration.  If you are not a previously registered user, you can click on the Register link below the Log In button or click on the Pay Without Registering link.  Once logged in, please fill the CMI account number, payment information and payment method and click continue.  Review the information and click confirm.  You will receive a confirmation number for your records.  A confirmation email will be sent to the email address that was provided from noreply@epymtservice.com to confirm your payment.  If you do not receive the email, you may want to check your Spam filter to allow emails from noreply@epymtservice.com.

Why does a one-time E-payment carry a convenience fee when companies like Amazon don’t charge fees for credit cards?

The difference is that Amazon makes a profit selling goods and uses those profits to pay the fees for credit card acceptance.  The merchant (Amazon) pays fees to the card companies so they can make payment methods easy to their customers.  They then sell more goods more efficiently and make more profits.  The cost of accepting various payment methods is "built-in" to their product prices and is really no different than Amazon providing free shipping when the customer spends a certain amount.  In our case, the bank is acting as the "merchant" and, as such, is collecting a convenience fee required to pay for costs associated with various card payments.  This channel has costs from the credit card companies and the convenience fee collected is used to help cover these costs.

When should I schedule my online (E-payment) effective date?

Payments are due on the first of the month.  CMI encourages users to schedule their payments on the due date.  To avoid late fees, please be aware of your association’s late fee policy and schedule your payment to be effective prior to the end of the grace period your association provides. 

  • E-Check Payments made by 6pm PST will be applied to your account the following business day.  A business day does not include weekends or holidays.
  • Visa, MasterCard and Discover Card payments made by 11:30 PM PST will be applied to your account one business day following the scheduled payment date

We caution customers when scheduling a payment at the very end of the association’s grace period.  It is difficult to anticipate weekends and holidays.  Scheduling a payment at the end of the grace period can cause the payment to be late. 

For example, say your fees are due on the 1st and late after the 30th

  • You schedule your credit card payment for the 29th (which is 29 days after the due date). 
  • Your association receives that payment one business day following the scheduled payment date. 
  • In July 2014, one business day after the 29th is Wednesday, July 30th.  The July payment is received on the 30th and there is no late fee for July.

However, in August 2014, one business day after the 29th is Tuesday, September 2nd (because of the weekend and the following Monday is a holiday).  The customer receives a late fee for the August payment.

How do I update my credit card expiration date?

Click Here.  Start typing the name of your association, wait couple of seconds, then click on the association name from the drop down list.  Fill in your CMI account number from your account statement or coupon book.  Click the Make Payment button Log in to the Electronic Payment System.  Once logged in, click on My Account in upper right corner.  Click on the Payment Methods link and then click on Edit.  From there, you can update the expiration date for your credit card and click save.  A confirmation email will be sent to the email address that was provided from noreply@epymtservice.com to confirm your change.  If you do not receive the email, you may want to check your Spam filter to allow emails from noreply@epymtservice.com.

What if I forgot my user ID?

Please note that the user ID is case sensitive so you must type the same upper and lower case letters in your user ID that were set up when you registered.  If you have forgotten your user ID, click Here.  Start typing the name of your association, wait couple of seconds, then click on the association name from the drop down list.  Fill in your CMI account number from your account statement or coupon book.  Click the Make Payment button.  Please click on the Forgot Your User ID? link.  Fill in your email address that was used for the registration of the Electronic Payment System.  Then click submit and your user ID will be emailed. 

What if I forgot my password?

Click Here.  Start typing the name of your association, wait couple of seconds, then click on the association name from the drop down list.  Fill in your CMI account number from your account statement or coupon book.  Click the Make Payment button.  Click on the Forgot Your Password? link.  Fill in your user ID then click submit.  You will be asked to answer one of your security questions.  Please type in the answer and click Submit.  If you have entered a valid user ID and correct answer, the next screen will let you reset your password.

If you get the “Your answer was incorrect. Please try again.” error and you are certain the answer to the security question was correct, you may have entered the wrong user ID.  The system will NOT tell you if you entered an invalid user ID.  Therefore, we recommend if you get this error to use the Forgot Your User ID? link first to verify your user ID, and then use the Forgot Your Password? link to reset your password.  If you continue to receive the error, please contact debrab@communitymgt.com or call Accounts Receivable at 503-233-0300 and we can help you.

 

I am selling/have sold my property, how do I stop my recurring payments?

To stop a recurring payment depends on how you are making your payments. 

  • If you are on recurring payments through your bank, you will need to contact your bank to stop sending us payments. 

 

  • If you are ACH, we will need a written authorization to cancel your ACH debit.
    • You can fax infromation to 503-233-8884, email debrab@communitymgt.com or mail 2105 SE 9th AVE Portland, OR 97214. 
    • We will need the written authorization received in our office at least 3 business days prior to the 8th of the month to cancel the payment for that month.

My HOA fee has changed. Does CMI update my payment amount?

This depends on how you are making your payments. 

  • If you are ACH, we will automatically update the HOA payment amount. 

 

  • If you are having your bank send us a check on your behalf, you will need to contact your bank to update the payment amount.

Do you charge return or redeposit fees?

Yes.  CMI has a policy where all returned payments are subject to a $25 returned item fee and re-deposited items are subject to $10 re-deposited item fee.  If a payment deposited into the association’s bank account is returned for any reason, the HOA account is charged the return item fee.  The returned item fee offsets the bank fee we are charged and covers the work done to return the payment.  Items can be returned for different reasons- insufficient funds, closed account, frozen account, or invalid account number (in the case of E-payments).  It is important to verify an account is open and funded before sending a check for the HOA fees.  When making an E-payment it is important to double check the account number and routing number entered online for the payment.  E-payments are credited to the association’s account and settles to the customer’s account the day after.  If the account number entered online is an invalid account number, the payment never settles to the customer’s account and the payment the association received is returned.  Although, customers don’t see the transaction on their bank as being returned, the funds were returned from the association’s account and the returned item fee is charged to the customer. 

 

How does bill pay work?

 

Our bank provided us with information to assist in understanding the bill payment process.  Customers submit payments via their bank’s website and assume the payment is electronic or is sent the same day they enter the payment online.  CMI does not accept electronic payments from bill pay vendors, therefore, the bank has to mail a paper check to our lockbox processing center.

A realistic timeline for bill payments is below:

  • The payment is scheduled by the customer. 
  • Many banks withdraw the funds from the customer’s bank account on the day the payment is requested. 
  • The issuing bank prepares a check to be mailed to our lockbox location in Los Angeles. 
  • Often banks use a third party processer for this service. 
  • Often banks postdate the check with the date the payment is expected to be received. 
  • The paper checks are then mailed from a central office, often bundled with other customer’s checks.
  • In many cases, the checks are mailed after the funds were withdrawn from the client’s account. 
  • Banks cannot guarantee postal delivery times.

 

Our bank conducted research for CMI in 2012 in response to customer concerns about how long it took CMI to receive their bill pay checks.  They documented that several Bill Pay Vendors bundle checks with various payment dates and send them in all one package.  An example of this is stated below:

  • Our Lockbox processing center received on Bill Pay package with included checks dated January 2- January 10.  The checks were for customers in several different communities managed by the same management company.  Our lockbox facility received this package on Friday January 13.

Above shows how a bill payment scheduled for the 2nd can be received on the 13th.  If the association fees were due on the 1st and late after the 10th, those customers would have received a late fee.  Customers scheduling their bill payments to arrive at the end of the grace period should be aware of the risk of receiving late fees for payments received after the grace period due to the delays caused by bill pay or the postal service. 

Our bank recommends that bill pay users schedule their payments with sufficient lead time (perhaps as much as 10 days before the due date) to allow for any delivery delays.  This means if your payment is due on the first, we recommend you schedule your bill payment around the 20th of each month for the next month to avoid delays.  Our bank also recommends that customers monitor bill pay items and contact their issuing bank if they experience delays.  The customer needs to understand that just because the bank states the money was withdrawn from their account, doesn’t mean the check was mailed or received yet.

Who should I contact about my property?

If you have questions about your HOA account (payment options, statements, late fees, etc) please click here to send us a request or call Accounts Receivable at 503-233-0300 and we can help you.

If you have any other questions about your association, your management team is here to help.  Please click here to send us a request or call 503-233-0300 and we can direct you to your community assistant or community manager.

I think I have overpaid. What should I do?

If you have overpaid your HOA account, the account should have a credit for future fees.  The best way to use that credit is to skip payments until the credit on the account is used.  Please contact us to verify the credit and we can let you know when you need to resume making payments.  You may need to adjust a bill payment to use the credit.  You may also contact us to request a refund.  Please click here to send us a request or call Accounts Receivable at 503-233-0300 and we can help you.

How do I check my account balance?

Some of our clients maintain an association web portal where customers can view their account history online.  If your association has a web, portal you can log in here to view your account.  The accounting on the web portal is updated three times per month after the 6th, 16th and 26th.  If you are unsure if your association has a web portal, please click here to send us a request or call 503-233-0300 and ask for your community assistant.

If your association does not have a web portal, please click here to send us a request or call Accounts Receivable at 503-233-0300 and we can help you.

 

I’ve been paying off of my yellow statement every month but I continue to get late fees, why?

If you are waiting to receive a statement each month to make your HOA payment, chances are you are probably paying late. 

Most of our clients invoice using a payment coupon book for the monthly or quarterly HOA fees.  A payment coupon book is issued to each customer at the beginning of the budget year after the new budget has been approved.  The payment coupon book includes a voucher for each required payment for that customer from the approved budget.  For our clients on a calendar year, most of the budgets are received in November and coupon books are shipped in November or December for the following next year.  Customers are expected to use the coupon book to schedule and track their required payments for that year. 

A statement is ONLY issued for customers having an unpaid balance near month end.  If the account is kept current, no statements are issued.  If you think your account is current and you receive a yellow statement, please contact us to discuss your account.  Click here to send us a request or call Accounts Receivable at 503-233-0300 and we review your account with you.

Why don’t you honor the postmark date on payments?

Payments are recorded on the date they are received and deposited into the association’s bank account.  This allows the accountant to ensure the account is adequately funded before paying the association’s bills. 

 

Why do checks go to Los Angeles?

The payment PO Box address in Los Angeles is the US Bank HOA Division specialty lockbox. 

  • The lockbox PO Box is checked multiple times per day and payments received at lockbox are deposited on the date they are received. 
  • The date the payment was received is the payment date that is recorded on the customer’s HOA account.
  • Customer payments mailed to the CMI address in error will be forwarded to the Los Angeles lockbox by CMI.