Frequently Asked Questions

Features and Benefits of the BB&T Support Debit Card

What advantages does the debit card have when compared to a paper check?
Your BB&T Support Debit Card will provide faster access to your support funds, allow you to avoid check-cashing hassles and help you avoid the risks of carrying large amounts of cash. In addition, there is no paper check that could get lost, stolen, or delayed in the mail.[back to top]

When will funds be loaded to my BB&T Support Debit Card?
Funds will be automatically loaded to your BB&T Support Debit Card within 48 hours of receipt at the County Clerk of Court. Since you don't have to wait to receive a check in the mail, you will have quicker access to your support funds.[back to top]

Can I check my BB&T Support Debit Card balance?
Yes, you may check your BB&T Support Debit Card balance online by accessing the "My Account" site on the County Clerk of Court's website by selecting BB&T Support Debit Card. All online inquires are free of charge and can be accessed 24/7. You may also check your balance at ATM locations or by calling our Customer Service at (866) 845-6290.[back to top]

May I receive a paper copy of my monthly statement?
Yes. From the "My Account" site at the County Clerk of Court's website by selecting BB&T Support Debit Card. Simply go to "Edit My Profile" and follow instructions to begin receiving paper statements. Please refer to the documentation received with your card regarding fees for this service.[back to top]

Are there any fees associated with my BB&T Support Debit Card?
Your BB&T Support Debit Card offers unlimited free purchases everywhere VISA is accepted, at more than 20 million VISA merchants. You may also make a limited number of free ATM cash withdrawals and ATM balance inquiries each month. For specific withdrawal limitations and other applicable fees, please refer to the documents received at card enrollment.[back to top]


Using the BB&T Support Debit Card for purchases

Where can the BB&T Support Debit Card be used?
The BB&T Support Debit Card can be used to make purchases or cash withdrawals everywhere VISA is accepted, at more than 20 million VISA merchant 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.[back to top]

What is required of me to begin using the BB&T Support Debit Card for purchases?
Activating your card, placing your signature on the back of your card, and having funds available on the card for purchases.[back to top]

How do I activate my BB&T Support Debit Card?
You can activate your BB&T Support Debit Card by calling (866) 845-6290. When calling to activate your card, please follow the instructions to obtain your temporary card Personal Identification Number (PIN). Then follow the instructions to select a new card PIN. You will need this card PIN to get money from an ATM or to get cash back at the time of purchase at participating merchants. You may also activate your card and change your card PIN online at the County Clerk of Court's website by selecting BB&T Support Debit Card and following the instructions. [back to top]

How do I make a purchase on my BB&T Support Debit Card? First, activate your card (see above) and place your signature on the back of your card. Then follow the below instructions:

  • Before you shop, always check your available balance.
  • Choose your groceries and go to the checkout lane.
  • Swipe your card through the Point-of-Sale (POS) terminal OR Hand card to the Cashier.
  • If the machine/cashier asks if it is credit or debit, you may select credit if you prefer signing the slip when making a purchase or debit if you are using your card PIN number and/or want cash back with your purchase. Inform the cashier of the cash back amount.
  • If selecting debit and using your card PIN, enter your four-number secret code (card PIN) on the keypad and press the ENTER key
  • The clerk enters the purchase amount and, if it is the correct amount, you will press the YES key.
  • You will receive a copy of a printed receipt from the cashier/machine showing the store name and address, date & time of purchase, and amount of your purchase
  • Please review and make sure the information is correct
  • Keep the receipt and subtract this purchase from your balance on the card [back to top]

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

What if the purchase is denied?
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. You may also call the toll-free number on the back of your card or access the "My Account" site for further assistance. Please be aware that use of the Support Debit Card at some merchants for example, restaurants, pay-at-the-pump and mail order companies require that the card have an available balance greater than the purchase amount to ensure sufficient funds for tips or incidental expenses.[back to top]

What happens if I need to return an item purchased with my BB&T Support Debit Card?
Each merchant location has its own return policies and will handle the returns in the same manner as any other VISA transaction. They will typically credit your Support Debit Card or offer store credit.[back to top]

Can the card ever have a negative balance?
Any authorization request that is greater than the card's available balance will be declined. However, there can be times 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 support payment that is made to your Support Debit Card. [back to top]

Does the Support Debit Card have an expiration date?
Yes. Your BB&T Support Debit Card expires 24 months from the issue date, as indicated on the front of the card. Your card account will be reviewed for renewal prior to the expiration date and a new card will be sent to you in the mail.[back to top]

What do I do if my BB&T Support Debit Card is lost or stolen?
Your Support Debit Card provides 24-hour toll-free support. Immediately report a lost or stolen card by calling (866) 845-6290. A replacement card will be issued and any available balance will be transferred to the new card.[back to top]

Who should I contact if I have additional questions about my BB&T Support Debit Card?
You may contact our Customer Service Center for 24-hour toll-free support by calling (866) 845-6290. You will have the option of using an automated system or speaking with a Customer Service Representative. [back to top]

Using the BB&T Support Debit Card at ATMs

When using my BB&T Support Debit Card at an ATM, which selection (checking, savings, and credit card) do I choose for withdrawing funds?
Depending on the specific ATM machine, you may need to select "Withdrawal", "Checking Withdrawal" or "Credit Card Withdrawal". In most instances, any of the three selections will allow access to your card.[back to top]

What is required of me to begin using the BB&T Support Debit Card at ATMs?
Activating your card, placing your signature on the back of your card, and having funds available on the card for purchases [back to top]

How do I activate my BB&T Support Debit Card?
You can activate your BB&T Support Debit Card by calling (866) 845-6290. When calling to activate your card, please follow the instructions to obtain your temporary card Personal Identification Number (PIN). Then follow the instructions to select a new card PIN. You will need this card PIN to get money from an ATM or to get cash back at the time of purchase at participating merchants. You may also activate your card and change your card PIN online at the County Clerk of Court's website by selecting BB&T Support Debit Card.[back to top]

How do I make an ATM withdrawal on my BB&T Support Debit Card?
First, activate your card (see above) and place your signature on the back of your card. Then follow the below instructions:

  • Always try and use a BB&T ATM to avoid another bank's surcharge fee. If using a non-BB&T ATM, look at the ATM for surcharge information and decide if you want to pay that amount to use the ATM.
  • Insert or swipe your card in the ATM.
  • Enter your four-digit card Personal Identification Number (PIN) on the keypad and press the OK or ENTER key.
  • Select WITHDRAW CASH (may also have to choose CHECKING or CREDIT CARD)
  • Enter the amount you wish to withdraw in twenty-dollar increments (for example, $20, $60).
  • The ATM will dispense your cash, your Support Debit Card and your receipt.
  • Make sure you get all of the above and look to see that the information on your receipt is correct.
  • Keep your receipt so you will know your balance the next time you need cash.
  • If a BB&T branch ATM takes your card due to an error in keying the card PIN number, ask a teller immediately for help or contact the County Clerk of Court. [back to top]

How can I obtain all the funds in my account if my balance is below the ATM cash withdrawal minimum?
You can obtain cash amounts below the ATM minimum of $20 by requesting cash back during a point-of-sale purchase or by cash disbursement / cash advance from any participating bank or credit union.[back to top]

What should I do if my card is captured at a BB&T branch ATM?
Immediately notify a bank employee and ask how they can retrieve the card for you. BB&T Support Debit Cards not reported as lost stolen can be released to the support recipient, for up to 3 days after the capture. The support recipient will be required to show verification of two (2) forms of current identification, one of which should be a photo ID such as a driver's license or a military ID and by signing the Retained Card Client Pick-Up Notice acknowledging receipt of the card. After the 3-day timeframe has expired, the card will be destroyed and the support recipient will be required to order a new card at a replacement cost to them of $10.00. [back to top]

What should I do if my card is captured at a non- BB&T or a remote BB&T ATM?
BB&T can not access these cards and they are destroyed by the ATM provider. The support recipient will be required to call (866) 845-6290 and report this card as lost/stolen. A new debit card will be mailed to the cardholder and the replacement card fee will be assessed. An express delivery option is available for an additional fee. Any remaining balance on the missing card will be transferred to the new card.[back to top]

Special Purchasing Tips

Point of Sale Purchases:You can use your debit card for purchases at any merchant who accepts Visa as a payment option. You can also request cash back from most merchants in addition to the amount of the purchase. To receive cash back, ask the merchant at the time of the sale or follow the directions on the merchant's automated card processor.

Returning A Purchase:Every store has its own return policy and will handle the return in the same way as any other Visa transaction.

Gas Stations:When you pay at the pump, some stations check to see if you have enough money to pay for a full tank (up to $50) because they don't know how much you are going to buy. If your card is declined, and you know you still have money, tell the attendant how much gas you intend to buy and sign the purchase receipt for the amount available on your card. You may also choose to pay for your gas purchase inside with the attendant, instead of paying at the pump.