Higher One, Inc.

Review: My student loan money was deposited into a higher one credit card a week ago. They said their was an ID HOLD on the account. Well it has been one week and I have sent them everything but my blood type and they still wont release my $$ to me. I have emailed it, faxed it and mailed it. multiple copies MULITPLE times. Still and ID hold and then the next time I call they say they can't make out the copy well enough! I have had it is a scam, they are holding money that belongs to me NOT them. I need this to pay for my books, rent, food etc while I am in school! HELP!!!!Desired Settlement: I want my money NOW and not to do this to other young students as well.OH YA, I filed a complaint on there web site, they sent a respond back with a link to followif your complaint was not answered. The link directed you to a site that was " not available"

Business

Response:

Dear Mr.

[redacted],

Review: when I first recived my higher one card When I registered to the service, after being told by my school it would take 3-5 days to recieve my refund, I saw higher one claiming I would get it SAME DAY if it gets put onto the higher one card. So, I registered and selected same day, well that day and more came and went it is now 3 days past. I called a number of times alternating from my school to higher one to only be more confused than I have ever been. If it takes 3-5 days for my payment to post just say that! But they make sure you see the ``same day" advertisement, eventhough I was told by the rep it usually takes 3-5 business days...are you confused yet? So am I! The business knows it wont be in same day, I was told it almost never happens, than why tell us that? Because you want business? isnt that false advertisement? Not fair, im surprised they have not been sued for this yet.

Desired Settlement: DesiredSettlementID: Refund

I think it'd be fair if I got a credit for the amount im due to my account. I have books that needed to be bought. I was told same day and that did not happen.

Business

Response:

Business Response /* (1000, 5, 2013/08/20) */

Dear Ms. [redacted],

We have received your letters from the Revdex.com regarding your Higher One account. Higher One is committed to Stellar Service and we appreciate the opportunity to address your concerns.

We apologize for the confusion and frustration you experienced regarding the refund process.

Our Supervisor [redacted] has attempted to contact you by phone to provide personal assistance regarding your questions and concerns. Unfortunately, we have been unsuccessful in reaching you. However, we understand the importance of your concern and welcome the opportunity to assist with any unresolved questions you may have.

Our records indicate a refund was received and deposited into your Higher One checking account on 08/16/2013.

It may be helpful to know that the refund process is two steps. First we receive the refund record from your school which provides the list of students who will be receiving a refund. The next step in this process is receipt of the wire transfer. Once the wire is received, the funds are released immediately based on your refund preference and an email is sent to your primary email address. Since you have decided to open a Higher One checking account, you will receive your refunds on the same business day we receive them. We understand how important it is for you to have timely access to your funds and assure you that we are committed to delivering your funds as quickly as possible.

We hope this explanation is helpful. Please feel free to call us if you have any additional questions regarding this process. We want to ensure that all of your concerns are addressed. You may speak with a Supervisor by calling XXX-XXX-XXXX ext. [redacted] Monday-Friday, 8:00 a.m. - 11:00 p.m. Eastern Standard Time.

Thank you for your valued business.

Sincerely,

Sr. Director of Customer Care

Review: I went out of town to [redacted] and was charged hotel stays when I was not in the state of [redacted] when the charges accorded. I reported the transactions to higher one basedo off the fact they are my bank who is housing my funds. I received an update today 4/02/2015 stating they will not be refunding my funds and they will be also closing my account. I was advised in the email sent to me to contact customer support for more information. I contacted customer support which I was then transfered to the claims department. I spike to [redacted] who stated I needed to login to get further information on what was going on then to respond to the email that sent out to me then wait 24-48 business hours for them to receive it and they will "THINK ABOUT OPENING MY CASE AGAIN" I have followed all the proper steps to get my funds back and I was also advised by the hotel manager that they don't even show I was even staying at the facility when he charges accorded. So why am I being denied my funds when I was not there and was on the WEST COAST AT [redacted] TIME OF THE CHARGES. I FEEL LIKE I HAVE BEEN ROBBED BY [redacted] HOTEL AND [redacted].

Business

Response:

Review: I received a Higher One card due to being a student at [redacted] with their online campus and received a refund. I am currently [redacted] and stationed in [redacted] with 12 months remaining in my tour. My complaint is that Higher One has been charging a large amount of international fees for every purchase I make over here. There is nothing in their disclaimer that states that [redacted] would get charged as international. I have never been charged an international fee by another bank which includes [redacted] among a few stateside banks. Most of my purchases are through North American businesses on a US territory and the rest are local from [redacted]. I called an explained that I was bit notified and was just told to look at the fee schedule that once again states international fees but how was I supposed to know that a US territory would get charged international fees? They sent up a ticket and denied my exception and over the phone I was told that I agreed to tgis. I have been charged over 50 dollars in international fees over the last week that vary from 9 dollars to cents for all my purchases for the most part. In [redacted] with the cost of living being so high and mind you I am in the military, Higher One is adding an international fee that nobody else has to my knowledge. I am getting hit with using a non Higher One ATM fee as well, but thar is understandable because I am in [redacted]. To sum up my issue with Higher One is the fact that I talked to a supervisor before I opened up my account and explained that I was in [redacted] to explain why I had a [redacted] Drivers license which we can use being temporarily assigned in OR and this did not trigger any advice or warning about using this card in [redacted]. Had there been a disclaimer or someone told me I would of opted to receive my refund through [redacted] or [redacted]. I am seeking to transfer my money and receive credit for the international fees, not the ATM fees to another bank without penalty because it is not in the disclaimer and I am afraid to use this card because I will lose money even though I should not be penalized for my location.Desired Settlement: Like I stated previously, the fee schedule that is listed does not make mention of [redacted] or any other country for thar matter being in the loop for an international transaction fee. I keep on getting directed to that fee schedule, so in lieu of that not being identified for a US territory in [redacted] which I am currently stationed as Active Duty, I would like refund of all international processing fees and the ability to transfer money out of Higher One and close the account without penalty.

Business

Response:

Review: I tried to have my PC repaired remotely from [redacted] electronically withdrew the money from my [redacted] ($239.00) - Higher One is the bank - for this service on 2-13-15. The services (from [redacted]) did not fix the problem, so [redacted] said no fix no fee. [redacted] has been working with me to try to get my money back on my card but the bank has not been cooperating. [redacted] has expedited and escalated their attempt to get the bank to release the hold. The service was performed on 2-13-15 and today is 2-20-15 and to date, the bank has not returned my money. The bank says [redacted] has a hold on it. I have called [redacted] daily and they said they have already released their interest and can't understand why the bank is still holding on to my school money. [redacted] has talked directly to the bank but the bank won't release the hold. The bank is giving me the run around. They (the bank) has given me about seven different dates on when the money MIGHT be released, (if at all without filing a claim and waiting additional time) if the stars are in alignment and I stand on my left foot and jump in a circle. (forgive the puns but I am at wits end). Is the bank keeping my money so they can collect the interest? The last person I talked to at the bank could NOT read a calendar she said it had not been five days, but it had been seven. She tried to tell me that February 13, 2015 was a Wednesday. Very inept.Desired Settlement: I want my money refunded NOW and additional services because I have spent around 10 hours on this. I do not have time to go back and forth with them. My time is valuable. What is a fair price for 10 hours of work?

Business

Response:

This response is to acknowledge receipt of our cardholders communications received from the Revdex.com, regarding case # [redacted]. Higher One is committed to stellar service and takes complaints very seriously.

In the interest of protecting our customer’s confidentiality, we have contacted [redacted] via separate notification to address her concerns.

If [redacted] has any further questions, she may contact our Customer Care Management team by calling [redacted] Monday - Friday between 8:00 AM and 11:00 PM Eastern Standard Time.

Sincerely,

SVP, Chief Compliance Officer

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Review: I signed up for the account under the pretense that I needed it to get my financial aid refunds. I found out later on, that is not the case. I then started the proceedings to have the account closed and was told it would be closed. A month later on December 17, 2013 I received a notice that my account was overdrawn, but yet it was supposed to have been closed. I contacted Higher One and yet again, I was told the money would be credited back to the account and the account would be closed. A month later, January 17, 2014, the same thing is happening again! I received another notice that my account is overdrawn, but yet I was told back in December that the account was closed!Desired Settlement: I want the account closed!!!

Business

Response:

Dear Mr. [redacted],

We have received your letter from the Revdex.com regarding your Higher One account. Higher One is committed to Stellar Service and we appreciate the opportunity to address your concerns.

Please accept our apology for the frustration you experienced regarding the request to close your account.

We regret to hear that your initial request was not processed and sincerely apologize for the inconvenience it caused.

The monthly service fee has been credited and your account is now closed.

Our Supervisor [redacted] has spoken with you over the phone. We are glad that she was able to reach you and hope that we have resolved this matter to your satisfaction.

However, if you have additional questions, please feel free to speak to any Supervisor by callin[redacted] Monday-Friday, 8:00 a.m. - 11:00 p.m. Eastern Standard Time. We are always happy to assist you.

Thank you for providing your feedback which will assist us in improving our services by learning from your experience.

Sincerely,

Sr. Director of Customer Care

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Sincerely,

Review: My grant money was to be put on a credit card issued by Higher One, due to them having problems reading the ID verification, I requested the account be closed and issue me a refund. A check was suppose to be sent in the amount of $ 496.50 on November 27, 2015. I did not receive the check, so I called back and they issued another check on Dec. 10, 2015. I received the check on Dec. 14, 2015. I went to the bank on Dec. 15, 2015 to cash the check. My bank called the number listed on the check to verify the check and was told the check was not any good. I left the bank and called Higher One. They gave me the run around as they have done for over a month now. On Dec 17, 2015 I was told they would mail me a new check, to discard the other one. I called on Dec. 21, 2015 and said it was still being reviewed. I have been given the run around the entire time. This is federal grant money that belongs to me and I want my money.Desired Settlement: I just want the money that is due to me in the amount of $ 496.50. It has taken over a month and I have gotten no refund and all the customer service reps give me the run around. I have spoken to supervisors and still no help.

Business

Response:

This response is to acknowledge receipt of our

cardholders communications received from the Revdex.com, regarding case

# [redacted]. Higher One is committed to stellar service and takes complaints

very seriously.

In the interest of protecting our customer's

confidentiality, we have contacted Ms. [redacted] via separate notification to

address her concerns.

If Ms. [redacted] has any further questions, she may

contact our Supervisor line directly at [redacted] Monday - Friday between

the hours of 8:00am - 11:00pm EDT.

Sincerely,

Tami T[redacted]Vice President, Customer Care

Review: Was told an ID hold would be lifted within 48 hours. Still have a hold, with no access to my money.

I opened my account on September 9th so that I could obtain my Higher One refund SAME DAY. After the account was opened an ID hold was automatically placed on my account so that I was not able to access the funds. I submitted the required documents and was told that the hold would be lifted within 48 hours, which would have been the close of business September 11th. I have talked to 3 different people through customer service and am now being told it could take several more days past the deadline they already set.Desired Settlement: I want the hold lifted

Business

Response:

Dear Mr. [redacted]

Review: Higher One is a company that has monopolized on young students across the U.S by pairing with Universities that can already be considered greedy. When I was accepted and enrolled in classes at [redacted], I received a card in the mail that said "Higher One, a great way to get your refunds" along with catchy words like "free sign up" "fun, easy", and to make it easier, I had a friend that had already signed up for it, so I figured it would be just that, "a great way", "simple", "easy", "free". Later I came to realize the true nature of Higher One and their quest to seemingly deceive young college students like myself out of their money and into their not-so-free, "free" account. The "Debit" Card and account they give you is a trap for your money with fees everywhere. I understand an overdraft fee and premium account fees. I have accounts with other credit unions that charge overdraft fees likewise. My issue was that Higher has this "exclusivity" and think that my money is really their money. You are ONLY able to process money (deposit/transfer/withdraw) via Higher One ATM's which are ONLY located on college campuses. which aside from paying tuition I really don't spend much money on campus. I encountered the "monthly service fee" which conveniently subtracts $3.95 each month if I don't have over $100 in it; at the time I had less than $3.95 in the account, so boom, all MY money, gone. More recently I was refunded $80.90 into my Higher One Account which then became a nightmare when I tried taking the money out. I withdrew it at [redacted] where I purchased a $.79 Peanut butter cup so that I could choose the "cash-back" option via my Higher One debit card (keep in mind it is a debit card, not a credit card...) I withdrew the $80.00 I wanted in cash. Later I get an email saying I have a negative balance, and upon looking it up I find two transaction fees for the one transaction I actually made; each fee totaling $2.50 and additional fees for $.50 each because I used the debit card as a debit card... which apparently isn't what you are supposed to do. After calling twice without any luck getting through (mostly because of misleading menu options or long holds), and a third time the next day where I waited aprox. 45 minutes (I have this recorded on my phone), I finally got through and was told that they would one-time waive these fees. Lucky me, there is still a negative balance of $2.42 that was never cleared like they said it would be. I decided that Higher One had wasted enough of my time, and so now they receive my complaints.Desired Settlement: I would like $50.00 and my negative balance waived to compensate for my time lost and the tremendous stress this caused me. I am in college and do not have a lot of money so I would also like an apology for the ridiculous fees. Higher One should really consider eliminating some of the fees if they plan on working with college students, and stop misleading students to believe that their debit card provided by Higher One can be used as a debit card without fees, because that is simply not true. I have chosen another method for receiving my refunds going forward. This is a very small price to pay for an opportunity to make changes and prevent future complaints and further loss of clientele.

Business

Response:

Review: On 12/28, I sent my fiance to pull out money I needed for buying books, as I had a procedure done and was sleepy. He returned saying the card wasn't working and he tried 3 times. Higher One over the summer for some reason sent me 2 new cards (I never requested), so I figured they wanted me to activate one of those new cards. Upon calling them, they asked verifying information, I gave it to them. They proceeded to say I wasn't the account holder and I needed to talk to someone else (forgot who), I was not dealing with that that day. I hung up and activated it online and fiance was able to pull out the money. The next day, a hold was placed on my account and it was effectively "frozen". I received an email stating "Male Impersonating Cardholder". I called to inquire about this, upon verification of my identity, they said my birthdate was wrong (guarantee you someone else's error). I was told to scan and send my ID, did just that. Then was told it wasn't good enough, so I sent another ID. That was good enough. Was told the next day everything would be fixed. Called the next day and spoke with a supervisor who stated that I also needed a notarized document stating I was who I was and that I made the call on 12/28. I did just that and sent it in (frustration level was high at this point). I was also told that my account was frozen from the birthdate being wrong when it clearly states in the email the reason as "Male Impersonating Cardholder". Then was told that it would be reviewed the next day and the hold would be lifted. Next day, nothing happened. Called and spoke with a supervisor named [redacted]. She stated that she was going to handle my case personally and expedite them lifting the hold and that the next day she would contact me (even asked for best time to call, right number etc...) Waited the next day (today) and no call, no e-mail regarding hold. Called 3 times and reached a supervisor, then a manager ([redacted], if that's even her real name). She informed me that the "Banking Department" decided that I needed to secure my account through changing passwords and e-mails etc.. and that they decided to close my account and that I needed to find another refund option through my University. She informed me that I would receive a check for the remaining balance within a week. This has left me with an eviction notice and without my books for school, along with a returned item fee for a debit they failed to honor. This fee still hasn't been removed. I find this practice to be entirely unethical. This company froze my account because they made the assumption that my voice sounded male and that they had my birthdate wrong. When I took the steps to rectify this (has taken over a week), only to be told that they will be closing my account and sending me a check and to find a new refund option. I have NEVER experienced this kind of poor business practice in my entire life.Desired Settlement: I want my remaining balance to be made available to me, so that I can pull it out and allow them to close the account. I am facing eviction because of this as well as bounced debits, all because one individual decided I sounded male and they had my wrong birthdate. I want my late fee's for my bills that were due this week to be paid by them (one representative, a male, said that he notated to allow just that). I want them to make right with this, as they have put me through the ringer. I have NO problem finding a new refund option, but my funds need to be available to me NOW to avoid eviction and the rolling process of losing everything I have and leaving me, fiance, and three kids on the streets. Rectify the situation Higher One ([redacted]) and I'll gladly be done with you.

Business

Response:

Dear [redacted]

Review: I am having a problem with Higher One Inc. I received my student loan through Higher One Inc on a prepaid debit card. I used the card for a purchase for $143.78. I did not receive the correct item from the vendor. The vendor requested the item to be returned for a refund. I returned the item and did not receive a refund. I contacted Higher One Inc and they will not return my money. They said they would issue me a provisional credit then back tracked saying they had to investigate. I sent Higher One Inc proof of the vendor sending me an incorrect item and proof that I returned the item. The vendor has now frozen my account. I have to pay this money back since it is part of my student loan. I am concerned that I will never have the money returned to me. I sent Higher One Inc all of the emails exchanged between the vendor and myself, also I sent the packaging slip showing the vendor sent the wrong item, an item that cost $12.00. I sent a copy of the packaging that the item was sent in, I also sent Higher One Inc copies of the shipping receipts and labels I used to return the item. Again I was told by Higher One Inc customer service that I would receive a provisional credit for this purchase and never received it.Desired Settlement: I need to have my account credited for this purchase. This money is part of a student loan and must be repaid. I have already contacted the US department of Education regarding this matter.

Business

Response:

Dear Mr. [redacted],

We have received your letter from the Revdex.com regarding your Higher One account. Higher One is committed to Stellar Service and we appreciate the opportunity to address your concerns.

We apologize for the confusion and frustration you experienced regarding the claims process.

We would like to assure you that Higher One is in strict compliance with Federal Banking Regulations and how we handle unauthorized reported transactions.

With regards to provisional credit, certain types of transaction may not be eligible for credit during the investigation process. A transaction where authorization had previously been granted to a merchant for a purchase, but where merchandise may not have been received, is such a scenario. In these instances, generally a direct communication between the cardholder and merchant will resolve the issue. In cases such as yours, since the merchant was not able to resolve the issue, we are happy to intervene and assist in attempting to remediate your issue. However, credit is generally not issued until the case is fully resolved.

We have reached out to the merchant on your behalf and are currently awaiting their response. While it may take up to 90 days from the date you initiated the claim to resolve, please rest assured that we will keep you updated via email. In your case, a credit or denial notice will be received no later than December 26, 2014.

We apologize for any conflicting information you may have received regarding this matter and assure you that your calls will be reviewed for quality assurance.

Please note, your card is not a prepaid debit card. It is a regular debit card linked to your Higher One checking account.

If you have additional questions, you may speak with a Resolution team member by calling ###-###-####, Monday-Friday, 8:00 a.m. - 11:00 p.m. Eastern Standard Time.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. The vendor has sent me a refund.

Sincerely,

Review: I called Higher One on July 8th 2014 regarding me not receiving my school refund from [redacted] on that they was sent to another bank on June 5th 2014. I stated that I never got it in the bank account I thought it was going to which is my local credit union, [redacted] where all my refunds go. They say they saw it went to a prepaid card in my name from [redacted] and I told them I don't live near or have I ever been associated with a [redacted] or prepaid account. So I opened up a claim and they denied my claim in under an hour with no facts or evidence when I have all the facts in my favor and [redacted] confirmed that anyone can open a prepaid card without a drivers license or social security card on file. I have recorded calls from Higher One saying they can't resolve a claim in hours and that they won't start investigating until they receive your written statement and claim forms by fax or mail. I can confirm they are operating under illegal business practices and going against their own policy. They denied my claim without all the information they policy request under Federal Laws and didn't take the proper time to review or get my claim resolve. I have gotten the transactions from [redacted] that was done when my refund was sent there and they was all atm withdrawal at an ATM machine. I have gathered all this information including the recorded calls from Higher One and [redacted] and that helps prove my case and If they don't refund my money immediately me and my lawyer are going to further pursue another lawsuit against Higher One like the one in 2012 for the banking practices and procedures and unfair operating practices and policies. I have complied documents from a previous dispute to show that my account has had fraudulent activity in the past and those claims was approve and I have made them aware of this several times and nothings has been done. I will give them a week to get me my money or the lawsuit will be filed.Desired Settlement: I want my full refund mailed to me in an official check and overnighted so I can pay my school expenses for books and housing before my landlord kick me out or the lawsuit or class action will be filed

Business

Response:

Dear [redacted],

Review: I received a financial aid refund through my college. My college banks with Higher One. I noticed that my refund was available, so I decided to wire myself the full amount of $129.52 to my personal checking account with my primary bank. Well when I called Higher One about the difficulty I was having wiring the money to myself, I was told that there was a $25 wire fee. (This was NOT on their website, I found out this information through calling) so, I agreed to the $25 and screenshotting the receipt of the agreement just in case. $104.52 was left for me to deposit. However, when I went to my bank there was $15 missing from that amount. Higher One had charged me another $15 for a "wire fee". I knew nothing of this fee, so I went to my bank thinking maybe my personal bank charged me for receiving the wire. The branch manager showed me with my own eyes that the extra $15 fee came from Higher One and not the bank. I called Higher One and asked for a refund due to the fact that I was not made aware of this fee. HIGHE ONE COMPLETEY DENIED THAT THEY TOOK THE $15 OUT OF MY ACCOUNT EVEN THOUGH I HAD A PRINT OUT FROM MY BANK STATING THAT HIGHER ONE TOOK IT. Higher One gave me the run around on the phone about how they were "researching" the matter for over and hour. I never received my refund of $15 and they denied that they took it even though I have the proof in my hands. They were demanding that I give them my routing and account number which clearly I would not, because they already stole from me in the first place. I'm very concerned with how they are running thugs and charging hidden fees without the knowledge of the consumer. I have yet to receive my money that they stole.Desired Settlement: I would simply like my $15 back that Higher One stole from me.

Business

Response:

This response is to acknowledge receipt of our cardholders communications received from the Revdex.com, regarding case # [redacted]. Higher One is committed to stellar service and takes complaints very seriously.

Review: My husband transferred around $280 from his Higher One account to mine, so I could pay some bills. I paid two different bills, one to [redacted] bank) and one to [redacted]. Neither one went through because suddenly, the money my husband had put in there vanished. We called Higher One and they said it was their mistake and would fix it. This was back on September 13th, 2015. We waited and waited and they only fixed it by putting some of the money back. We also asked for a letter to be sent, stating it was their fault, because my [redacted] account was suspended and cancelled because of the payment rejection made by my bank. They promised they would send it.

We have called probably 50 times about this and each time was promised that the letter would come.

Today, we have gotten a letter from a collections company now for the [redacted] account. We were told by [redacted] bank to not make any payments until they got the letter so they could remove all the fees associated with the payment and all the subsequent late fees. It is now December! The letter has not arrived and I am now sent to collections for this account.

I do not appreciate that they have taken THREE MONTHS to get me this letter and that we STILL DO NOT HAVE IT.Desired Settlement: I want them to send me the letter, ASAP. I want them to explain to [redacted] Bank) that it was their fault for making our money disappear (that they never "found" nor did they refund my husband, or me...so we officially lost $280 to them).

I also want them to find the missing money and give it back to us. Otherwise this is going to court! I am so sick of this!

Business

Response:

This response is to acknowledge receipt of our

cardholders communications received from the Revdex.com, regarding

case # [redacted]. Higher One is committed to stellar service and takes

complaints very seriously.

In the interest of protecting our customer's

confidentiality, we have contacted Ms. [redacted] via separate notification to

address her concerns.

If Ms. [redacted] has any further questions, she may

contact our Supervisor line directly at ###-###-#### Monday - Friday between

the hours of 8:00am - 11:00pm EDT.

Sincerely,

Tami T[redacted]Vice President, Customer Care

Review: I went to a higher one ATM machine to make a withdrawal of $400 since I have an account with them and there were no fees. The ATM only dispensed $150 but deducted the entire $400 from my balance. I contacted Higher One to resolve and they told me it could take up to 10 business days for me to receive my money. This was a huge inconvenience to me causing me to pay late fees on my bills.Desired Settlement: Return my $250 to my account immediately.

Business

Response:

This response is to acknowledge receipt of our cardholders communications received from the Revdex.com, regarding case # [redacted]. Higher One is committed to stellar service and takes complaints very seriously.

Review: Basically I have been a consumer of Higherone Banking products for almost 10 years. This weekend I had an issue where I wrote a check out to [redacted] and over the weekend I noticed that I over spent. In in effort to prevent a overdraft I attempted to purchase a money pak card. I went to 2 [redacted] and 2 [redacted] and I was advised the cards were pulled due to fraud. (Please Investigate). I was determined to fix my issue so I visited the western union. I was advised by the WU it would take 1 day for my funds to arrive in my account and I should recieve my funds by monday. I paid $12.00 to WU and had $60.00 transfered to my account. I checked my account Monday and the check nor the Western Union posted to the account. I checked Tuesday and both items were posted but the check must have arrived before the deposit. I am so frustrated because I went through all that trouble and paid $12.00 and ended up with a $38.00 fee and an unpaid bill. $50 in charges. If I had of known that I would have just kept the cash and forgot about it. I frustated because we dont have many options to make deposits and I attempted to asaperate the available options but what can I do when the options arent available. There is no way to make a deposit via atm or bank. I everything I could do in this situation and I still came out losing.As a coutesy I asked for my fee to be waived due to all the cofusion and that fect that it should be clear I mad every effort to keep a positive balance and my request was denied. I feel it should be honored because I have been a consumer for almost ten years. I am in a time of need and I feel as a company that should understand that and help me. I lost $50 trying to do the right thing. I am a struggling person just trying to make it to the next check. If this is not honored I will have to take my buisness else where these fees are costly and costing me my lively hood. I know I am partially at fault but please help me just one last time and reverse the charges. ddDesired Settlement: I would like the $38.00 Insuffient funds fee refunded.

Business

Response:

Dear

[redacted],

Review: Yesterday I received a credit card from HigherOne. I have tried to contact the company but unsuccessfully reached a person to talk to. The phone number given prompts to automatic selections, but never connects to a real person. My worry is that I haven't applied for any card and the card contains my correct official name.Desired Settlement: DesiredSettlementID: Other (requires explanation)

I expect to understand what type of business is that and how they got my information.

Business

Response:

Dear Ms. [redacted]

We have received your letter from the Revdex.com regarding the card you received. Higher One is committed to Stellar Service and we appreciate the opportunity to address your concerns.

Higher One is a financial services company dedicated to the quick and easy disbursement of your school refunds. The card was automatically requested for you from [redacted] University. It is your key to selecting your refund preference.

Selecting your refund preference does not automatically activate the debit card functionality unless you select "same day deposit to a Higher One checking account". You also have the option of "deposit to another account" or "paper check". If you do not select a preference, the timely disbursement of your refunds could be delayed.

We hope this information is helpful.

Our Customer Care Supervisor, [redacted], has attempted to contact you by phone to provide personal assistance regarding your questions and concerns. Unfortunately, we have been unsuccessful in reaching you. We understand the importance of your concern and welcome the opportunity to assist you.

If you have additional questions, please call Ms. [redacted] directly at [redacted], ext. [redacted]. She is available Monday through Friday between 12:00 p.m. – 9:00 p.m. Eastern Standard Time. If more convenient, you may speak with a Specialist by calling [redacted] ext. [redacted] Monday-Friday, 8:00 a.m. - 11:00 p.m. Eastern Standard Time.

We apologize for any inconvenience this may have caused.

Sincerely,

Sr. Director of Customer Care

Review: On July 30th I noticed an unauthorized transaction that was made for an email gift card in the amount of $1950 using my HigherOne card. This unauthorized transaction was immediately reported to HigherOne as a result of which a Claim was filed. I was sent an email from HigherOne with a set questions which I promptly responded to stating that I did not authorized this transaction. and have no clue to whom this email gift card was sent. One of the questions in the form was whether someone had my card number and who could it be? To which I responded my younger brother, 15, asked me for money a few days prior to the transaction, so it could be him. Immediately after my submission, I received an email from HigherOne threatening to prosecute me stating, "Based on the age of the person reported to have completed these transactions and their relationship to you, we have reason to believe that the transaction was either authorized by you or may have benefitted you in some way." therefore denying my claim and on top of it blaming me as the responsible party. Immediately I called HigherOne and talked to their senior representative stating I was willing to share my family and my banking info and even my email records to prove that I did not benefit from this transaction. I was promised details of the claim to be emailed. After two days I received the email but it had the same questionare that I sent them a week prior to this and apparently this form was used by HigherOne to reach the verdict of my claim. After talking to senior reps I was told that their department manager will contact me but it never happened and I am still waiting. Here I have lost $1950 to some stranger who was completely ignored by HigherOne and on top of that I am being harassed and accused of being a con-artist who benefited from this incident. I am utterly disappointed in HigherOne's customer service because senior reps kept on telling me it's my fault. I am a dental student who is not only being robbed but also being accused here.

Desired Settlement: DesiredSettlementID: Refund

I feel like I am being threatened and accused for an unauthorized transaction and the person responsible for this is being ignored. I am a dental student and I have limited amount of money every semester, if this matter is not resolved I will be short of $1950 that simply went to some con-artist backed by HigherOne. Kindly resolve this matter, I will always be grateful. Thank you.

Business

Response:

Business Response /* (1000, 5, 2013/08/21) */

Dear Mr. [redacted],

We have received your letter from the Revdex.com regarding your Higher One account. Higher One is committed to Stellar Service and we appreciate the opportunity to address your concerns.

We are sorry for the confusion and frustration experienced regarding the investigation of your claim.

Our Resolution Manager [redacted] has been in contact with you by phone to provide personal assistance regarding your questions and concerns. We are glad she was able to speak with you and hope that her review of your claim was helpful.

Unfortunately, we are unable to prove that an error occurred and the claim has been denied. Denied documentation was sent to you via EasyHelp incident XXXXXX-XXXXXX.

At this time, we strongly recommend filing a police report if you wish to further pursue this matter.

We regret any inconvenience this may have caused.

Please feel free to call the Resolution team at XXX-XXX-XXXX ext. 5091 and ask for [redacted] if you have any additional questions. She is available Monday - Friday, 8:00 am - 5:00 pm Eastern Standard Time. However, if more convenient, you may speak to any member of the Resolution team Monday - Friday, 8:00 am - 11:00 pm, Eastern Standard Time.

Sincerely,

Sr. Director of Customer Care

Consumer Response /* (3000, 7, 2013/08/22) */

(The consumer indicated he/she DID NOT ACCEPT the response from the business.)

I am simply baffled by the effrontery of the HigherOne representatives claiming to be providing stellar customer service. When all I have heard from them from the past tree weeks that it is my fault and they cannot help me or do anything about it. The manager, [redacted] Strauss, said the same thing that the regular representative told me which is, "We cannot do anything once the claim has reached the decision". I do not know how absent minded one has to be for claiming to be helping a customer when all he/she told the customer that she being a manager cannot do anything at all for me. Every time I have contacted a HigherOne rep. I have heard the same thing which was always followed by an email stating, "We did not hear from you within 48hrs therefore we consider this matter resolved". I have at least five of such emails. After talking to [redacted] Strauss, the manager, I received the same email saying my issue is resolved even though she told me she cannot do anything for me. Now after robbing me of $1950, HigherOne is advising me to file a police report which is strange as if cops don't have better things to do. I have no hope that cops will solve my issue. I believe it's HigherOne's fault and I do not think going through the trouble of plice report should not be my headache, HigherOne should deal with all that. I want my money back and at tis point I want HigherOne to grow some sense in them and realize that this is no where close to the stellar customary they have been claiming to be providing me. May be they do not know what customer service actually means. I am still shocked to see just how oblivious HigherOne executive managers are of the fact that their customers are treated like dirt by their company. I have not received any help from HighOne at all. They have simply kept on sending me the same email over and over again claiming that they have solved my issue when all they've ever told me was that they cannot help me at all. I have all those emails and will gladly provide to Revdex.com when needed. I plead Revdex.com to kindly help me resolve this matter with HigherOne who have been nothing but rude and inconsiderate to me.

Business Response /* (4000, 10, 2013/08/28) */

Dear Mr. [redacted],

We received an additional follow up letter to your Revdex.com inquiry and regret to hear of your continued dissatisfaction. We welcome the opportunity to further assist you.

We have submitted a credit request (chargeback) to the merchant and have issued provisional credit to your account in the interim.

This process generally takes up to 90 days during which time the merchant will have the opportunity to present documentation asserting that the charge is valid. We will update you if additional information is received.

We hope this is helpful and look forward to being of further assistance.

Please feel free to call the Resolution team at XXX-XXX-XXXX ext. 5091, Monday - Friday, 8:00 am - 11:00 pm, Eastern Standard Time should you have any questions.

Sincerely,

Sr. Director of Customer Care

Consumer Response /* (4200, 12, 2013/09/05) */

(The consumer indicated he/she DID NOT accept the response from the business.)

I want to thank Revdex.com for all their help and I would also like to thank [redacted] for taking a step in the right direction by offering me a 'Provisional Credit'. However, I will be satisfied when HigherOne would make it right and change the status of this Provisional Credit to 'Credit' because as a customer it is very inconvenient for me to have to wait for 90 days in order for me to have my funds fully available to me. Not to mention the fact that HigherOne is liable to take this money from my account it wants to and I am not okay with it at all. I would like to have my money in my account and

I would like to have it as soon as possible instead of being held for 90 days and waiting for merchant's approval which I think is pretty unfair. Please give me my money back as Credit instead of Provisional credit, thank you.

Business Response /* (4000, 14, 2013/09/10) */

Dear Mr. [redacted],

We received a follow-up to your previous Revdex.com inquiry and appreciate the opportunity to provide some further perspective.

We regret the frustrations this matter has caused and certainly want to discuss any unresolved concerns you may have.

It may be helpful to explain that provisional credit is applied to allow you access to the funds while we further investigate this matter.

We have contacted the merchant and have provided them with information regarding the reported transaction. During the claims process, they have an opportunity to provide documents that assert the charge is valid. In the event that this would occur, the credit would be reversed. The earliest possible date of the credit being finalized is October 14, 2013. Please rest assured that we are following the appropriate claims process and will email you should an update becomes available.

We hope this information has been helpful.

However, if you would like to discuss your case further, please feel free to call the Resolution team at XXX-XXX-XXXX ext. 5091 and ask for [redacted]. She is available Monday - Friday, 8:00 am - 5:00 pm Eastern Standard Time. If more convenient, you may speak to any member of the Resolution team Monday - Friday, 8:00 am - 11:00 pm, Eastern Standard Time.

Sincerely,

Sr. Director of Customer Care

Review: Have your paycheck deposited straight to your checking account for fast access to your funds. You'll save time and eliminate unnecessary trips to the bank or ATM. We've made it easy to get started, simply log in to your account. I have found this advertisement to be false. My employer made the direct deposit and I have not been able to access my funds. As I have been able to do with other banks and credit unions I used in the past. This makes the advertisement false. I have been on the phone back and forth with my employer and the customer service employees at Higher One Bank searching for my money.

Desired Settlement: DesiredSettlementID: No settlement requested - for

for Revdex.com information

Business

Response:

Business Response /* (1000, 5, 2013/08/20) */

Dear Ms. [redacted],

We have received your letter from the Revdex.com regarding your Higher One account. Higher One is committed to Stellar Service and we appreciate the opportunity to address your concerns.

We are sorry for the confusion and frustration you experienced regarding the availability of your direct deposit.

We can certainly understand the importance of receiving your funds in a timely manner.

Our records indicate the delay was due to the dormant status of your account.

A dormant account is an account that doesn't show any user activity (debit and/or credit transactions) for six (6) consecutive months. During this time, the use of the card is limited and you may receive a denial when attempting a transaction. There is also a one business day delay for all ACH transactions

We apologize for any inconvenience this may have caused.

If you have additional questions, you may speak with a Supervisor by calling XXX-XXX.[redacted] ext. [redacted] Monday-Friday, 8:00 a.m. - 11:00 p.m. Eastern Standard Time.

Sincerely,

Sr. Director of Customer Care

Review: I notified Higher One about a dispute that I had with [redacted] and the fact that the company took $941.03 off my credit card that contains my student loan money. I notified Higher One that I had allowed [redacted] to take a one time payment and then requested that they remove my card from any future payments. I was denied this request by [redacted] and when I notified Higher One I was denied my claim. No company should have the right to deny a customer if they are requesting information be removed from their account. Also proper documentation needs to be provided to customer's, if this in fact lawful, so that they will not be surprised when something like this happens. Higher One is supposed to fight for students not turn their backs on them!

Desired Settlement: DesiredSettlementID: Refund

I want the $941.03 to be refunded to my card immediately!

Business

Response:

Business Response /* (1000, 5, 2013/03/27) */

Dear Ms. [redacted],

Thank you for your letter regarding your Higher One account. Higher One, Inc. is committed to stellar service and we appreciate this opportunity to offer the following response.

I apologize for the confusion and frustration experienced regarding the claims process.

Our Resolution Supervisor [redacted] has attempted to reach you by phone to provide personal assistance in order to review your questions and concerns. Unfortunately, we have been unsuccessful with reaching you, however, we understand the importance of your concern and welcome the opportunity to speak with you.

Please note that banking regulations are in place to protect account holders from fraudulent, unauthorized access to your funds. An example of an unauthorized transaction is if someone stole your card and began making purchases, without your consent.

Based on the form you submitted, we understand that you gave authorization for the merchant's services and that there was an agreement to their terms and conditions. In a case such as this whereby the merchant received an authorization for the transaction, we would like to recommend that you contact them directly to resolve the matter.

We have completed our investigation and regrettably we are unable to recoup your funds. An email notification was sent to you outlining the details surrounding your case. We have recently sent denial documentation via EasyHelp incident number XXXXXX-XXXXXX.

If you have any remaining questions, Rebecca may be reached at XXX-XXX-XXXX ext. 5091, Monday - Friday, 8:00 am - 4:30 pm Eastern Standard Time.

We apologize for any inconvenience this may have caused.

Sincerely,

Sr. Director of Customer Care