Frequently Asked Questions

Question:
When will my money be available?
Answer:
Your pay will be available for use with your BB&T Payroll Debit Card on your regular payday.

Question:
Where can I use my BB&T Payroll Debit Card?
Answer:
The BB&T Payroll Debit Card can be used to make purchases or cash withdrawals everywhere VISA debit cards are accepted, at more than 20 million VISA merchants and ATM locations. You can track your purchases by phone or Internet and can check your available balance at anytime by phone, ATM, or Internet.

Question:
When using my BB&T Payroll Debit Card at an ATM, which selection (checking, savings, credit card) do I choose for withdrawing funds?
Answer:
Most ATMs will allow you to select any option (checking, savings, credit card) to withdraw funds from your BB&T Payroll Debit Card. If you encounter difficultly withdrawing funds at a particular ATM, you should select "credit card" to complete your transaction.

Question:
Is there a limit to how many times I can withdraw cash?
Answer:
You may access your card balance as often as you like and make withdrawals up to your available balance. However, there may be a transaction fee associated with each withdrawal above the free withdrawals that are included with your card. For specific withdrawal limitations and other applicable fees, please refer to the documents received at card enrollment.

Question:
How much can I withdraw at one time?
Answer:
You may use the Card to withdraw up to a maximum of your available balance or $600 per day at an ATM. You may use the Card to make purchases or get cash in a branch of any financial institution up to maximum of your available balance or $2,000 per day.

Question:
How can I obtain all the funds on my card if my balance is below the ATM cash withdrawal minimum?
Answer:
You can obtain cash amounts below the ATM minimum by requesting cash back at a point-of-sale location or by cash disbursement (cash advance) from any participating bank.

Question:
Can I leave the rest of my pay on my card?
Answer:
Yes! Leave it on your card. It's a lot safer than carrying cash. And remember, your money is always available to you, 24 hours a day, 7 days a week.

Question:
How can I check my BB&T Payroll Debit Card balance?
Answer:
You may check your BB&T Payroll Debit Card balance 24-hours a day at thousands of ATM locations, by calling Card Holder Services at (866) 785-3614, or by going to the web site.

Question:
Can my employer see my transactions?
Answer:
No. For your security and privacy, your withdrawal and purchase history is only available to you.

Question:
What do I do if I forget my PIN?
Answer:
You can call the toll-free Card Holder Services number, (866) 785-3614, to receive assistance or visit the web site.

Question:
How do I change my PIN?
Answer:
You can change your PIN by calling the toll-free Card Holder Services number (866) 785-3614, or by going to the web site.

Question:
What if my Card is lost or stolen?
Answer:
Your BB&T Payroll Debit Card provides 24-hour toll-free support. Immediately report a lost or stolen card by calling (866) 785-3614. A replacement card will be issued and any available balance will be transferred to the new card.

Question:
Who can provide assistance if I have questions about my BB&T Payroll Debit Card ?
Answer:
In addition to using the automated telephone service line and the Web site, you can get prompt answers to questions regarding your BB&T Payroll Debit Card by calling the toll-free Card Holder Services line at (866) 785-3614 and talking to a Customer Representative 24 hours a day, 7 days a week.

Question:
What should I do if a store clerk asks me to press "debit" or "credit" when I make a purchase with my BB&T Payroll Debit Card?
Answer:
Simply select "credit" if you want to sign when making a purchase with your BB&T Payroll Debit Card. Press "debit" if you are making a PIN based purchase or if you want cash back with your purchase.

Question:
What happens if I need to return an item purchased with my BB&T Payroll Debit Card?
Answer:
Each merchant location has its own return policies and will handle the returns in the same manner as any other VISA transaction. They may credit your BB&T Payroll Debit Card, provide a cash refund, or offer store credit.

Question:
What if the purchase is denied?
Answer:
The card's available balance is probably less than the purchase amount. You may inform the merchant of the remaining balance on the card and use another form of payment to pay the difference, subject to the policy of the merchant. Also, please be aware that use of the BB&T Payroll Debit Card at some merchants - for example, restaurants and mail-order companies - requires the card have an available balance greater than the purchase amount to ensure sufficient funds for tips or incidental expenses.

Question:
Can the card ever have a negative balance?
Answer:
Normally, any authorization request that is greater than the card's available balance will be declined. However, there may be a situation when a VISA merchant puts an item through without prior authorization. In the unlikely event that a negative balance situation occurs, the amount of the negative balance will be automatically deducted from the next Payroll deposit that is made to your BB&T Payroll Debit Card.