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Frequently Asked Questions

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Where can I purchase a First Tennessee Bank Visa® Companion Card?
Is the First Tennessee Bank Companion Card a credit card?
Do I have to register my First Tennessee Bank Companion Card?
Do I need a password to register my Card?
Can I add funds (“Loads”) to my First Tennessee Bank Visa Companion Card?
Can I get direct deposit of my paychecks onto my First Tennessee Bank Visa Companion Card?
How do I confirm “loads” have been credited to my balance or monitor account activity?
Can I use my First Tennessee Bank Visa Companion Card to make purchases outside of the United States?
Can I use my First Tennessee Bank Visa Companion Card at an ATM?
Are there limits on my use of the Card?
Where can I use the Card?
If I see unauthorized transactions on my card, can I dispute them?
Travel, Entertainment and Leisure?
Gas stations?
Online purchases?
Why may a purchase be declined?
How can I find the balance of the Card?
Will my Card lose value if I don't use it?
What number do I call if I have any problems with the Card?
What happens if I don't use all of the funds on the Card before the expiration?
What do I do when the funds on the Card are depleted?
Can items purchased with the Card be returned for credit?
What happens if my Card is lost or stolen?
How do I get a Replacement Card?


Where can I purchase a First Tennessee Bank Visa® Companion Card?

First Tennessee Bank Companion Cards can be purchased in any of our branch locations or online at www.ftb.com/Companion.


Is the First Tennessee Bank Companion Card a credit card?

No. The First Tennessee Bank Visa Companion Card is a prepaid Visa Card that carries a balance of funds you add to the card at your discretion.  Each time the Companion Card is used, the purchase amount or cash withdrawal is deducted from the available balance.


Do I have to register my First Tennessee Bank Companion Card?

Yes.  Your card cannot be used to make purchases or withdraw cash from an ATM until it has been registered.  Registering your Card allows you to select a Personal Identification Number (PIN) and easily monitor your Card activity.  It also ensures you will be eligible for a Replacement Card in the event your Card is ever lost or stolen.


Do I need a password to register my Card?

Yes.  The first time you register your Card, you will enter the 3-digit number printed beside the signature panel on the back of your Card.  This is commonly referred to as the CVV number.  After you sign-in the first time with the CVV number as the default password, you will be prompted to choose your own password for future log-in. 


Can I add funds (“Loads”) to my First Tennessee Bank Visa Companion Card?

Yes.  The Card is reloadable.  Funds can be added (“Loaded”) to your Companion Card at any time by logging into www.ftb.com/Companion and choosing to add funds online with a credit card or by making a cash “Load” in a First Tennessee financial center.  A cash “Load” fee applies--see your Cardholder Agreement for details.   You can “Load” any amount between $25 and $2,000 per day as long as your balance does not exceed $10,000. 


Can I get direct deposit of my paychecks onto my First Tennessee Bank Visa Companion Card?

Yes.  To accept direct deposit “Loads,” complete the direct deposit enrollment form located on the Card registration site at www.ftb.com/Companion.  This information will need to be shared with your employer.


How do I confirm “loads” have been credited to my balance or monitor account activity?

You can monitor all account activity by logging into your First Tennessee Companion Card account at www.ftb.com/Companion or by calling 888-476-6340. You can also opt to receive email or text alerts based on loads, account activity and card status.


Can I use my First Tennessee Bank Visa Companion Card to make purchases outside of the United States?

Yes. The Card is for domestic and international use.  However, to protect your funds, transactions outside the United States will be declined unless you have notified us in advance of your travel plans.  Notification is made by calling 888-476-6340.  International Transaction Fees apply.  See your Cardholder Agreement for details.


Can I use my First Tennessee Bank Visa Companion Card at an ATM?

Yes.  You can select a PIN for this Card by calling 888-476-6340 or logging into your Card account at www.ftb.com/Companion.


Are there limits on my use of the Card?

In the Cardholder Agreement, you agree to not use your Card for illegal transactions and internet gambling and understand these transactions may be declined.


Where can I use the Card?

The Card can be used everywhere Visa debit cards are accepted--in retail stores, over the phone, and online as well as at ATMs where you see the Pulse or PLUS logo.  When using an ATM other than a First Tennessee ATM, ATM fees may be assessed by the bank or merchant who owns that ATM. 


If I see unauthorized transactions on my card, can I dispute them?

The available balance on the Card should be treated and managed like cash.  If you see unauthorized charges on your card activity records, you should notify us immediately by calling 888-476-6340.  Upon notification, we can block the Card and prevent future transactions from being authorized.  We can transfer the balance minus a $5 Card Replacement Fee to a new Card that will be mailed to you. 


Travel, Entertainment and Leisure?

For certain types of merchants (such as restaurants, salons or car rental agencies), the authorization request could be 20% higher than the initial purchase amount to allow for tips or additional service charges that the merchant may expect to collect.  Make sure your balance can accommodate the additional 20%, or your transaction may be declined.


Gas stations?

If you use your card at the fuel pump, the authorization and hold amount could be as much as $75.  If you do not have that amount available on your Card, the transaction may be declined.  It is recommended that you pay inside at the counter.  This will allow the exact amount of your purchase to be deducted from your available balance.


Online purchases?

Confirm your account profile information is correct at www.ftb.com/Companion or by calling us at 888-476-6340 before you attempt an online purchase as most online merchants will perform an address check to make sure the address on the Card matches the billing address you entered. Merchants may also ask for the 3-digit code which you can find on the back of the Card (CVV number).


Why may a purchase be declined?

The Card's available balance may be 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. And remember that use of the First Tennessee Bank Visa Companion Card at some merchants - for example, some restaurants, and hotels - requires the Card to have an available balance greater than the purchase amount to ensure sufficient funds for tips or incidental expenses.


How can I find the balance of the Card?

You can review the Card balance and recent transaction activity by registering your card and visiting the First Tennessee Bank Companion Card site at www.ftb.com/Companion or by calling toll-free 888-476-6340.


Will my Card lose value if I don't use it?

After 12 consecutive months of no usage, an Inactivity Fee of $3 will be assessed each month. This fee will be assessed until the balance on the card reaches $0.00.  To stop the recurrence of this fee, simply conduct a transaction (a purchase, ATM withdrawal or new Load). 


What number do I call if I have any problems with the Card?

Please call toll-free 888-476-6340 if you experience problems with the Card.  Customer Service Representatives are available 24 hours a day, 7 days a week.


What happens if I don't use all of the funds on the Card before the expiration?

The Card will expire at the end of the month printed on the Card, but the funds do not expire. After the expiration date, the Card may no longer be used until replaced.  A replacement card will be issued to you automatically and mailed to the address of record on your profile.  To update your profile information, call 888-476-6340 or visit www.ftb.com/Companion.


What do I do when the funds on the Card are depleted?

You may continue to add funds to the Card and use the Card as long as needed.  If you determine the Card is no longer needed, simply use the funds remaining and call 888-476-6340 to have your account closed so no monthly fees will be assessed.


Can items purchased with the Card be returned for credit?

Items purchased with the Card can be returned for credit per store return policy. The return credit may take from three to seven days to be reflected on the Card. Check your balance regularly to determine when your Card has been credited for the return.


What happens if my Card is lost or stolen?

Immediately report any problems or a lost or stolen Card by calling 888-476-6340. See Cardholder Agreement for details and information about how to submit a claim for unauthorized transactions.


How do I get a Replacement Card?

A replacement Card can be ordered online by signing into your Companion Card account at www.ftb.com/Companion or by calling us at 888-476-6340.  Any available balance will be transferred to the new Card minus a $5.00 Replacement Card Fee that will be deducted from the Card's available balance.  The replacement will be mailed to you at the address registered to your First Tennessee Bank Companion Card within 5-7 business days.  There is no fee to replace an expired Card.


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