East Tennessee Landscape

Knoxville Customer
Resource Center

Resources for Knoxville Customers Moving to Apex Bank

On May 23, customers in Knoxville will become Apex Bank customers.

We recently announced the sale of our branches in the Knoxville area to Apex Bank, a locally-owned community bank in East Tennessee. As the weekend where our customers will be moved to Apex Bank approaches, we want to ensure our Knoxville customers have answers to all their questions, and know exactly what to expect during the weekend. 

Apex Bank has created a welcome page for incoming HomeTrust Bank customers on their website. We recommend starting with the information they have collected there. 

However, we recognize you may have more specific questions about the conversion, your accounts, when and how changes will happen, and much more. Please know that until the end of the day on Friday, May 23, you are still HomeTrust Bank customers, and we intend to continue caring for you and your financial needs. 

Below you’ll find details of the weekend you’ll be moved to Apex, along with our list of questions frequently asked by customers moving to Apex. 

Prior to May 23

  • Prior to the conversion weekend:
    • Register for Apex Bank Online Banking. Visit their website here for more details and to get started.
    • Update all automatic payments which use your HomeTrust debit card to now use your Apex Bank debit card.
  • Please download any eStatements, Bill Pay payees, and Bill Pay history prior to Thursday, May 22.
    • After Friday, May 23, you will no longer have access to HomeTrust eStatements or Bill Pay for deposit accounts.
  • Any payments using Bill Pay, or online transfers should be completed by 5:00pm on Thursday, May 22. Any future payment or transfers should be cancelled.
  • Business Customers using HomeTrust Wire and remote Deposit Capture services will receive confirmation emails starting May 22 when their services have been turned off by HomeTurst prior to the transfer of accounts to Apex Bank.

Friday, May 23

  • Do not schedule payments or transfers to or from your HomeTrust accounts. 
  • The Bearden and Farragut branches will close at 1:00pm.
  • You will no longer have access to HomeTrust Online Banking or Mobile Banking for deposit accounts after 5:00pm.
  • Businesses using Business Center or Commercial Center will no longer have access after 5:00pm.
  • You may use your HomeTrust debit card up to 5:00pm. Debit cards will no longer work after 5:00pm.

Saturday, May 24

  • Begin using your new Apex Bank debit card.
    • Destroy your HomeTrust debit card, as it no longer works.
  • Begin using Apex Bank online and mobile banking.
  • Begin using Apex Bank Bill Pay.
  • Begin using Apex Bank telephone banking.
  • Begin using new Apex Bank checks and destroy all HomeTrust checks.
  • HomeTrust Customer Care will be available from 9:00am – 3:00pm at 800.627.1632
  • Apex Bank Customer Care will be available from 9:00am – 3:00pm at 888.869.2739

Tuesday, May 27

  • Bearden and Farragut branches open as Apex Bank for regular business. 
  • All services are now transferred to Apex Bank. 

FAQ’s

Here you’ll find many of the frequently asked questions about the transfer of Knoxville customers to Apex Bank. 

  • What will happen to my accounts with HomeTrust?
    • Your deposit accounts will be moved to Apex Bank after the close of business on Friday, May 23. Apex Bank and HomeTrust will communicate more details in the near future. 
  • Are my products or account features changing?
    • You will be receiving more information from Apex Bank regarding your accounts and any changes associated with them. Please watch for this information in the mail. 
  • Will my account number change?
    • If your account number changes, you will be notified by Apex Bank.
  • Will the terms of my CD change?
    • Your CD’s term and rate will not change.
  • Will I continue to receive HomeTrust Bank statements?
    • Accounts will be closed with HomeTrust on Friday, May 23, and your closing statement will be mailed at the end of your regular statement cycle. For most personal accounts, statements will be mailed the week of June 16. 
    • Please download previous account statements you may need prior to May 23.
  • Will my Safe Deposit Box change?
    • Your box number will remain the same. Please refer to the information in your welcome packet or on Apex Bank’s website regarding rental amounts.
  • I have loans with HomeTrust, what will happen with those?
    • HomeTrust Bank is retaining all loans in the Knoxville market and will continue to service your personal, business, and commercial loans.
  • I have payments set up to my HomeTrust loan from my HomeTrust checking account being sold to Apex Bank. Do I need to make changes at this time?
    • Internal auto-drafts: We will update and reset those drafts.
    • Online payments: Customers will need to update their bank account information to reflect their Apex Bank account number by May 23 to avoid any delays in their loan payment.
  • When will I receive a debit card/checks for my Apex Bank accounts?
    • You will receive your Apex Bank debit card prior to May 23, 2025. Please be on the lookout for additional information from Apex Bank. 
  • What will happen to my HomeTrust debit card?
    • Your HomeTrust debit card will continue to work until the close of business (5:00pm) on Friday, May 23. Apex Bank is sending new debit cards to anyone involved in this transition who currently has a HomeTrust card. More details on when you should expect to receive this new card, and what to do if you haven’t received yours by that date, will be available on Apex Bank’s Website.
  • Will I be able to use my HomeTrust debit card over the transition weekend?
    • You will begin using your Apex Bank debit card over the transition weekend. Please be on the lookout for further information from Apex Bank regarding receiving and activating your debit card.
  • Will my Online and Mobile Banking change?
    • Yes, you will need to re-enroll for Apex Bank Online and Mobile Banking. Apex Bank will be communicating further details regarding instructions for enrollment and when you can complete the enrollment.
  • When do I start using Apex Bank Online Banking?
    • You will begin using Apex Bank Online Banking after the transition date, scheduled for the close of business on May 23, 2025.
  • When do I stop using HomeTrust Phone Banking?
    • You may continue to use HomeTrust Telephone Banking until the close of business on Friday, May 23. After that date, if you have any questions on transactions that occurred on or before May 23, our HomeTrust Customer Care team will be able to assist you.
  • I use BillPay at HomeTrust to pay my bills. Will those continue?
    • You will need to reset up all of your payees and payments within Apex Bank Online Banking once you re-enroll. Please make sure to download all of your payees and payments within HomeTrust Online Banking and Bill Pay by Thursday, May 22 to ensure you have the information you need.
  • I use HomeTrust’s Commercial Center to run my business. How will this be impacted, and what should I do to keep these services with Apex Bank?
    • If your business utilizes Commercial Center for ACH, Remote Deposit Capture, or Bill Pay, those services will be available until the close of business on Thursday, May 22.  
    • For wire transfer, Positive Pay, and account inquiries you may continue using Commercial Center until the close of business on Friday, May 23. Beginning Saturday, May 24, you will use Apex Bank’s business online banking platform.
    • As systems are disconnected, you will receive emails from Business Center and Commercial Center notifying you of a change to your services which could impact payments – this is normal and should be expected. 
    • Between now and the scheduled transition date of Friday, May 23, Apex Bank will contact you to confirm how you currently use Commercial Center so they can enable comparable abilities in their business online banking platform. 
  • What is happening with the HomeTrust branches in Knoxville?
    • Apex Bank, a community bank with a presence in East Tennessee, is purchasing both Knoxville branches from HomeTrust Bank. The transition is scheduled to happen at the close of business on Friday, May 23. 
  • What date will my accounts move to Apex Bank?
    • The transition will occur over the weekend of May 23, 2025. You can expect your accounts to transition at this time.
    • Please be on the lookout for more information from Apex Bank coming through email and traditional mail. 
  • How do I learn more about Apex Bank?
  • I haven’t received any information. Can we verify my contact information?
    • If you have Online Banking, you can update your Address, Email Address, and Phone Number.
  • What HomeTrust locations are transitioning to Apex Bank?
    • The Bearden and Farragut offices of HomeTrust Bank will transition to Apex Bank. Beginning Tuesday, May 27, 2025, these offices will begin operating as Apex Bank.
  • Are there other Apex Bank locations in the area?
    • Beginning May 27, 2025, There are three Knox County offices and you will have access to thousands of ATMs. 
  • Who do I contact if I have a question or need assistance over the transition weekend of May 23 – May 26?
    • Both Apex Bank and HomeTrust Bank will have phone support available on Saturday, May 23 from 9:00am – 3:00pm. More information can also be found at Apex Bank’s website.

I have a lot more questions…

Questions about this sale, your debit card, online banking access, and more? Who can you talk to?

We get it, this is a lot to understand and take in. Please watch your inbox for more information about account transitions coming soon. Apex Bank is dedicated to ensuring a smooth transition for your deposit accounts and you will still have the opportunity to work with your trusted banker after the Knoxville branches transition to Apex Bank. Visit Apex Bank’s website for additional information. 

You can also reach out to our Customer Care Center by calling 800.627.1632 or using the form below.

Hours:

  • Monday – Friday 8:00 a.m. to 7:00 p.m.
  • Saturday 9:00 a.m. to 3:00 p.m.