Higher One, Inc.

Review: I have been trying to get a higher one account sens 2014 of July. I have turned in every postal but of information the need. I have tuned in my award letter, birth certificate, driver licence, cable bill/internet/phone bill, one time they would not open my account because I was living at a camp ground for a year. I move a lot do to financial problems. If I had to change my licence every time I would be spending more time in the [redacted] then at home. The state of [redacted] dose not require the people to change the address on the licences unless you have been at one address for 2 years. or this is your peppermint address. I really try to make it my perm address but it just don't work out that way some times. I had to spend 14$ to change the address with the [redacted] just so I would have something to turn in to them. This state (**) gives a paper licence till the plastic one arrives in the mail 5-7 days letter. I don't know what the problem is with this company. I attend the school that is affiliated with the card. This company was all to happy to send me a new card but will not give me an account with them. I no longer have the account I had all my older refunds going to and They just seem to be more of a hassle to work with. I have asked for a supervisor and was given the same person and was told they was the supervisor. And when I did talk to a so called supervisor they still could not help me. I am be gaining to think it is a discrimination thing here. Even thought I hope its not. If this don't help then its time to talk to a lawyer and see what they say.Desired Settlement: I want an account so it will make it easier on me for getting my school refunds.!!!

Business

Response:

Review: My school told me that I had a refund on my Higher One card, I filled out the Bank information online and they told me that I should have my HigherOne refund directly deposited onto my bank account, It has been more then three weeks and HigherOne without my approval sent me a check instead of direct deposit they kept sending me emails that they're waiting for my bank confirmation I went to my bank multiple times and they said that they have never received anything from HigherOne, I contacted 3 customer service reps for Higher One all of them kept saying everything is ok on my account they're just waiting for approval, then I talked to some supervisor she kept telling me they needed approval then said Im good then said my check was confirmed before I made the direct deposit, til this day I have no check it has been over 15days. Whenever I call there is no manager I can speak to and all of the reps DO NOT KNOW WHAT THEY ARE TALKING ABOUT, DO NOT HAVE THE CORRECT INFORMATION FOR THE CUSTOMER. Made me very furious because I need my refund I am a student.Desired Settlement: I WANT MY CHECK AND MY MONEY ON TIME, DO NOT SEND OUT CHECKS WITHOUT MY APPROVAL. IF THERE IS AN ISSUE WITH THE ACCOUNT I NEED THE CORRECT INFORMATION TO BE GIVEN TO ME I DO NOT WANT 5 PEOPLE TELLING ME 5 DIFFERENT THINGS, HAVE SOMONE WITH KNOWLEDGE HANDLE IMPORTANT THINGS LIKE MONEY.

Business

Response:

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.

Please accept our apologies for the frustrations you experienced regarding the receipt of your refund and your experience when contacting Customer Care for assistance.

We certainly want to assist with resolving your concerns as quickly as possible. Unfortunately, we are unable to locate your account in our systems with the contact information or email address provided on your complaint.

Our Senior Customer Care Manager [redacted] has attempted to reach you at the email address provided.

We understand the importance of your concern and ask that you please call [redacted] directly at [redacted] extension [redacted] so that she can assist you. If more convenient, you may reply to her email and she will be happy to communicate with you via email as well.

We look forward to hearing from you so that we can resolve your concerns.

Sincerely,

Sr. Director of Customer Care

Review: Higher One mishandles money transactions thus generating overly high banking fees. Accounting practices are manipulated in such a way to cause overdra

Higher One mishandles money transactions thus generating overly high banking fees. Accounting practices are manipulated in such a way to cause large overdraft fees, etc. Sufficient funds were in my account with Higher One. I had transferred monies from my personal checking account into my Higher one account three days prior. The funds cleared my personal account on the same day & were transferred to Higher One. However, 3 days later Higher One kept those funds in pending state and charged $38 fee for an overdraft by not counting the "pending" funds. A $38 fee should never have been charged. Desired Settlement: A credit of the $38 overdraft fee credited to my account.

Business

Response:

Business Response /* (1000, 5, 2013/07/15) */

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 insufficient funds fee assessed to your account.

Our Supervisor [redacted] has spoken with you over the phone to personally assist with your concerns. Though the fee is valid, we value your business and have credited your account for $38.00 as a one-time courtesy.

Funding account transfers are accomplished via ACH (automated clearing house). As a courtesy, for accounts in good standing, we make portions of the deposit available for spending in anticipation of collecting the total deposit after it clears the other bank a few business days thereafter. This is called a "Courtesy Availability Amount." The remaining amount of the deposit is added later, when the transaction is fully processed. Please note, the courtesy availability amount is not provided for overdrawn accounts and can only be extended once every three business days.

Additionally, transfers which are initiated after 4:00 PM Eastern Time are processed the following business day.

We recommend reviewing our Funds Availability Schedule and the Fee Schedule. A link to these schedules can be found on the top portion of your online statement within your online account.

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] Monday-Friday, 8:00 a.m. - 11:00 p.m. Eastern Standard Time.

Sincerely,

Sr. Director of Customer Care

I have contacted the bank numerous times to refund a payment to an online store which was cancelled. The telephone number on my order form did not match the one at the bank as I had a new number, I was told while in a conference call with the store that I would have to update my information online and wait 24 hours for that to process. I did, then decided it would be better just to cancel the order and make the purchase at the store itself however being that the bank is closed on Saturday I had to wait until Monday for the store to contact the bank. Store contacts the bank still no refund have to wait the 5-7 business days. I had placed a stop payment on the money and that costs 24.00 in hopes that would speed up the process and no. I asked if the fee would be waived as it served no real purpose and again no. This is not true banking but only a machine that holds your money and charges you fees with no real other service offered. I would not recommend this bank to anyone as it is not customer service based. I have never seen a bank that could not release an individual's money when contacted directly by the store where the money was sent.

Review: Higherone has a policy of holding pending transaction for five business days they have held my payment for what will be 7 business days. I did faxed them an order cancellation that clearly shows the order will be cancelled but they refuse to release the funds with reasonable evidence and in a sufficient timeline.Desired Settlement: Release funds in a timely manner and honor your timelines!

Business

Response:

Dear [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 experienced regarding the temporary hold process.

Our Customer Care Supervisor, [redacted], has been in contact with you by phone to provide personal assistance regarding your questions and concerns. We are glad that she was able to further discuss this with you and hope that her review of your concern was helpful.

When a merchant receives an authorization code for a transaction, a temporary hold (pending transaction) appears on your statement to allow time for the merchant to collect the funds. Generally, the hold timeframe is five business days on everyday transactions. However, car rentals remain on hold for 21 business days and cash advances for 35 calendar days.

If the merchant has no intention of collecting the funds, we require a letter from them in order to remove the hold before the stated timeframe. As a security measure for our cardholders, the information we will accept is very specific. We want to ensure we have the justification to obtain your funds for you should the merchant act contrary to the written agreement.

We hope this information is helpful and regret any inconvenience this may have caused.

Should you have any additional questions or concerns, please feel free to call a Customer Care Supervisor directly at [redacted]. Customer Care is available Monday-Friday, 8:00 a.m. - 11:00 p.m. Eastern Standard Time. We are always happy to assist you.

We appreciate your business and thank you for being a valued customer.

Sincerely,

Sr. Director of Customer Care

v

Review: Someone stole my card and took $600.00. Filed a claim with HigherOne and they denied it because I cant tell them who or how it was done. That is kind of the point of stolen.Desired Settlement: I want my 610.00 reimbursed. along with atm charges that were added on there.

Business

Response:

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 experienced regarding the investigation of your claim.

Our Resolution Manager [redacted] has been in contact with you by phone in an effort to answer any questions you may have.

We apologize for your frustrations regarding the outcome of your claim. This conclusion was reached after reviewing all of the available facts regarding the reported transactions on your account.

You can review the details of your claims online, by selecting the Service Request sub menu located under the Customer Service tab from your homepage. You may then click on the Reported Transactions link on the page that unfolds.

We regret any inconvenience this may have caused.

We value your business and welcome the opportunity to help you with any additional questions.

Please feel free to call the Resolution team at [redacted] ext. [redacted] and ask for [redacted]. She is available Monday - Friday, 2:00 pm - 11:00 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

v

Consumer

Response:

Review: [redacted]

I am rejecting this response because: the company has done nothing to fix the problem but tell me they couldn't fix the problem.

Sincerely,

Business

Response:

Dear. Ms[redacted]

I've had very bad experience with Higher One. After registering for courses last July at a college that deposits all federal student aid (FSA) into Higher One bank accounts, I began to get auto-email alerts about activating my new debit card.
However, that first card and 2 subsequent replacements never arrived during the next 3 months. When my FSA refund posted to a bank account that was not supposed to exist without prior debit card activation, I asked for a paper check or debit card to be sent via courier with signature delivery.
However, both Higher One and my school declined - despite my offer to prepay shipping! Instead, I kept receiving emails about newly ordered debit cards. After constant replies to explain the obvious reasons why regular mail was not feasible, I got fed up and filed a Fraud report with the U.S. Dept. of Ed.
Intent to retain FSA funds illegally was the only logical conclusion given circumstances that simply did NOT justify any rational basis for not sending my refund via prepared secure delivery.
Especially considering nearly 3 months of previous delay that caused me such severe economic hardship to be on verge of eviction.
Consequently, I demanded immediate repayment of every cent received on my behalf directly to the U.S. Dept. of Ed. I didn't feel it was fair to wind up homeless AND indebted for money I never got!
Nevertheless, that request was also ignored. So, I sent emails citing U.S. 13 CFR subsections that "Title IV institutions must pay FSA refunds DIRECTLY to students ..." I further noted that legal advice was that recipients were liable in any event for damages caused by failing to comply.
Meanwhile, I continued to file complaints with various federal and state banking regulatory agencies, consumer protection organizations, and Attorneys General Offices, etc.
Finally, the school withdrew the funds from Higher One and promised to send a check via overnight courier for Saturday delivery on 10/10/14. Likewise, Higher One finally claimed to have come to its senses and stated intentions to [redacted] or [redacted] a replacement debit card with signature and picture ID delivery restrictions.
Thanks for reading and beware of Higher One and affiliated institutions.
Stay posted for imminent future updates.

Review: I have an account with this institution. I initiated a verbal agreement with an attorney for legal representation where he was billing my card for a fee break down on a weekly or biweekly basis. The attorney didnt show up in court the first time and continued to bill me. The attorney didnt show up in court the second time,a and after making attempts to contact him for a fee refund I contacted Higher One. I filed a dispute for fraudulent charges totaling 3500.00. This initiation occurred on July 3, 2015. ON July 21, 2015 I was informed that this was failure to provide goods or services, that they contacted the merchant on July 8, 2015 and were awaiting a response, and that there is no time limit on the amount of time that the merchant has to contact them back nor is there a time limit on the amount of time that they have to bring this claim to a resolution because it is a goods a services not received. However if it had been fraudulent they would have 90 total days and I would have received provisional credits within 10 business days.Desired Settlement: I would like to receive a provisional credit for a portion of these funds and to be given a strict time line as to when the merchant has to respond by or default and forfeit the funds and I would like that time line to be at least a reasonable time frame of at the most 90 days if not the 30-34 that other financial institutions operate off of.

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 the Error Resolution Department by calling [redacted] Ext. [redacted] Monday-Friday between 8:00am and 11:00pm EST.

Sincerely,

SVP, Chief Compliance Officer

Consumer

Response:

Review: [redacted]

I am rejecting this response because: The business has refused to assist with any type of temporary provisional credit and has stated a date of September 17 before I may see any further resolution.

Sincerely,

Business

Response:

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

We apologize to Ms. [redacted] for the frustration she has experienced as a result of the claims process. It has been communicated to Ms. [redacted] that her claim does not qualify for provisional credit and that we are currently awaiting a response from the merchant.

If Ms. [redacted] has any further questions, she may contact the Error Resolution Department by calling [redacted] Ext. [redacted] Monday-Friday between 8:00am and 11:00pm EST.

Sincerely,

[redacted] SVP, Chief Compliance Officer

Business

Response:

This response is to acknowledge receipt of our cardholders additional communications received from the Revdex.com, regarding case # [redacted].

Ms. [redacted] filed two merchant disputes. There was no error that happened with these transactions, as Ms. [redacted] authorized and agreed to the charges; therefore these claims are not governed under regulation E, and they are not eligible for provisional credit.

In cases where customers are unable to obtain a resolution directly with the merchant, we offer the option to file a merchant dispute. This enables us to enter a chargeback through our card processor and [redacted] in order to attempt to recoup the funds. This information has been communicated to Ms. [redacted] via phone and email and we will email her as soon as we receive an update.

We apologize that Ms. [redacted] remains unsatisfied with our response. If she has any further questions, she may contact the Error Resolution Department by calling [redacted] Ext. [redacted] Monday-Friday between 8:00 am and 11:00 pm EST.

Sincerely,

[redacted] SVP, Chief Compliance Officer

Review: Higher One uses incorrect data on their account balance sheet, or the bounce a check while I had plenty of money in my account. The said based on their information they where not willing disclose to me that my account did not have sufficient funds to cover a three hundred dollar check. The availability that their statement said I had 505 dollars on the day that the check was written. I saw that amount before I wrote it. It was written on the 5th of June I got an email from them on the 8th of June saying there was insufficient funds to cover the check. I went back to the statement online and it said that there was sufficient money in the account on the 5th to write the check the next day 1000 dollars was deposited into my account. After talking to a specialist she was willing to refund the nsf fee of 38 dollars because it was a mistake but now I have to pay the business 50 dollars for the nsf fee and 20 dollars as a late fee. She was unwilling to help with that and said that according again to the information that was on a screen she was not going to share that I had credits that they applied before the applied my debits for the day so they could use up my balance nsf a check and then apply my incoming money. Higher One has cost time money and has inflicted stress and anxiety over something that should have given me peace of mindDesired Settlement: Refund the NSF fee they charged me and credit me the NSF that the institution charges me and the late fee. Or reasonably have them call the banking institution and apologize for bouncing a check and defaming my character.

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 Mr. [redacted] via separate notification to address his concerns.

If Mr. [redacted] has any further questions, he may contact our Supervisor line directly at [redacted] Ext. [redacted] Monday- Friday between 8:00 am and 11:00pm EST.

Sincerely,

SVP, Chief Compliance Officer

Review: My school [redacted] University, released my financial aid to higher one at the end of Aug. 2015, they supposedly mailed me a check Sept 2., when I called to confirm they sent to the correct address she said yes and I should have it no later than the 14th. It never arrived so I called again on the 14th, they said they sent it to my old address and not the new one, they would cancel check and send a new one. I waited a few days and called back, they then informed me it takes 5 days to process the request and then another 7-10 days to receive the check, once again it never came. I called back again when I realized it should've arrived and they claimed they mailed it out on the 16th. (On a side note everytime I call they are rude and unhelpful) I decided to try to log into my account and see if I could change my preferences to a direct deposit instead of check refund. I've been out of college for 5 yrs., I couldnt remember my password so I pushed reset password, it said please contact customer service. First time I called, the guy treated me like an it, said we dont reset those here, you need to try again, so got off the phone, tried again, same thing, called back the lady says oh you are using the wrong site you need to go to [redacted], which took me right back to the same page with the same problem, call again and the lady says sometimes there are so many people using it at the same time that it doesnt work.... Honest truth, feel free to pull up those recorded phone conversations. Luckily, I was able to type in a password I use often and it worked otherwise I never would've been able to log into my account. Once in I change to direct deposit to my bank account and I notice that it never shows where they sent me a new check. Even if they had sent a check to my old address we know the people that live there and they bring the mail to my husband at the store so I really don't think they even mailed it to begin with! So I call again, they say oh yeah you should have it by now, we will cancel and send a new one, so I'm waiting again and I know its not coming, it's day 8 and still nothing. I called again to confirm and they said yes they mailed on Sept 29th. I don't know what else to do, we need this money to help get us by while I am in College, I told them this, they do not care, one guy refused to let me talk, everytime I tried he would talk over me and treated me awful!! I'm tired of calling them and I'm tired of worrying about how to pay my bills, the money is legally mine and what they are doing is wrong!!! Bottom line this is the third check they say they have sent, meanwhile I'm sitting here with no financial aid money while they are drawing interest on my money!!Desired Settlement: Give me my financial aid refund that is legally mine

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: I'm very dissatisfied with how long it is taking Higher One me my student deliver me my student refund. I recently had to fill out an ID Affidavit for suspect identify theft. I have completed everything that they have told me to fill out and it has been successfully mailed to them. I did it right away. Because I was very concerned of my account regarding this situation. I have everything verifying who I am including my ID and a notarized signature from my bank to verify that who I am. In regards to them not delivering me my student refund card has caused me emotional distress. I have been recently laid off. So I have no income coming in. I have no food in my refrigerator, I haven't eaten in 2 days, my rent is behind. And if I don't have the money to pay my rent by the beginning of next week. I will be evicted. My health has also went downhill considering the stress I'm under. I'm not getting any feedback from customer service concerning when my card will be mailed to me. I understand they have to follow certain protocol but this is really putting me in a very bad situation. I really need my refund card mailed to me by Higher One as soon as possible or I'm going to have to start seeking legal representation for emotional distress. I've been patient. Which is something I don't want to do. I've followed every step that they have told me to take. So I now need them to follow up with me as soon as possible and let me know the status of when my card will be mailed to me.Desired Settlement: I would like for Higher to contact me as soon as possible to let me know when my card will be mailed to me. I need my card as soon as possible by the beginning of next week.

Business

Response:

Review: I made a online transfer from my higher account on may 28, 2014, and from my non higher one account, the bank had made some two small initial deposits into my higher one account, so it would be verified ,as time does pass by, I didnt see any money posted in the amount of 459.05 into my non higher one account, but it shows that I was being charged for an overdraft fee from higherone,I ask cutomer service what happened to the money and where is it at, and she stated that they dont have it, but the non higher one bank stated that higherone, never sent anything over. I ask them could they replace the amount till further investigation, is finshed, Because both banks was stating that they didnt have the money. Higher one is suppose to find where the money went and they is stealing and fraduelent taking money from my account. The other bank stated that higher one never sent the amount over. But higher one is stating they did send the money over, but higherone also stated I would receive refund. and I would have to sign the form, and it would be forward to my email address, but there was no form. So I decided to file a complaint --Also they charged me a return fee--higheroneDesired Settlement: the amount of 459.05 deposit back into my account, and the fee waived. also higherone needs to find out where they sent my money and put a tracer on it.

Business

Response:

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 regret to hear of the frustrations you experienced regarding your anticipated deposit into your [redacted] account.

We understand you asked [redacted] to cancel your initial [redacted] transaction in the amount of $459.06 and then attempted a second transaction for $459.05. Our research concluded that the first transaction was successful and the second attempt was returned for insufficient funds.

Although the first transaction was successful, we submitted a request of reversal since you stated that it should have been canceled.

As a result, we have credited your account $459.06 and have waived the insufficient funds fee assessed for the second attempt.

Our Resolution Manager [redacted] has spoken with you over the phone to provide personal assistance regarding your questions and concerns. We are happy to hear that this matter has been resolved to your satisfaction.

If we can be of further assistance, please do not hesitate to speak with a Resolution Specialist in our Call Center by calling [redacted] ext. [redacted] Monday-Friday, 8:00 am - 11:00 pm Eastern Standard Time.

We appreciate your business and thank you for being a valued customer.

Sincerely,

Sr. Director of Customer Care

Review: $143 in fees in a period of 2 weeks? What is going with HigherOne? I hope this is resolved... Because that is the most excessive fee amount I have ever seen... I really hope this doesn't happen to anyone else out there, but I bet is happening... HigherOne are scammers, and try to steal your money anyway they can, not only they use your funds, in their pyramid scheme, they charge excessive (nonsense) fees...Desired Settlement: I will like a full refund for all the additional fees incurred by your obsolete system. Yes I went overdraft, 1 time... but incurring fees, after fees over 2 weeks, that's a violation of business code... I will kindly ask for a resolution.

Business

Response:

Dear [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 insufficient funds fees assessed to your account.

Our Supervisor, [redacted] has attempted to contact you by phone to provide personal assistance regarding your questions and concerns. Unfortunately, we were unsuccessful in reaching you by phone. However, we appreciate your email response to our correspondence.

Though the fees are valid, we value your business and have credited your account $105.00 as a one-time courtesy.

In the future, please ensure you have sufficient funds available in your checking account before submitting [redacted] payments.

We recommend reviewing the Fee Schedule to learn about bank fees, and most importantly, how they can be avoided. The Fee Schedule link can be accessed from the top portion of your online statement or at the bottom of any page within your online account.

We apologize for any inconvenience this may have caused.

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

Sincerely,

Sr. Director of Customer Care

v

Consumer

Response:

Ultimately they did contacted me, and the resolution went smooth, although they did manage to resolute the case in a positive manner, but they said they will issue a "one-time courtesy" refund. I still think their way of going with things in the fee department is questionable. Retrospectively, I have reviewed the response made by the business in reference to complaint [redacted], and find that this resolution is satisfactory to me.

Sincerely,

Review: On December 3rd 2015, I had a direct deposit to go to my school account with higher one. I asked since my account was in a negative status would I be able to deposit funds to the account. I was told yes by a woman that was a customer representative. So I get all the information there is to receive my funds, (I.e.) routing nod account numbers. On the 3rd I never received my funds via direct deposit. I called they told me they could not find it. I called again the next day some result. I was then told the account was closed and I would be issued a check which I have been waited since the 7th of December.Desired Settlement: I want my check.

Business

Response:

Review: I submitted a copy of my marriage license and updated driver's license to your company via the preferred method (online) on 9/17/2013. Your website said that someone will review it within 24 hours. It is now 9/24/2013 and my request has not been touched and my name has not been changed. My former name is [redacted]. My legal name is now [redacted].My request # is [redacted] and as of 3:24 p.m. on 9/24/2013, it is still in UNRESOLVED status. I work for [redacted], so I am familiar with CIP guidelines and the updating of legal names with financial institutions. Please update my name on your records and send me a new debit card with the same card number, just an updated name.Desired Settlement: Please update my name on your records and send me a new debit card with the same card number, just an updated name.

Business

Response:

Dear Mrs. [redacted]

Review: On Nov 9th I noticed 3 unauthorized charges on my account. I called to dispute these and was advised that they would file a ticket and once the charges posted to my account to call back in and actually file the ticket number they provided. I called back on Nov 11 and we spent quite an amount of time on the phone in which everything went very smoothly. She advised that she would cancel my card and would process a replacement card. She filed 4 different claims, 3 for those charges and another for 3 more charges she found from the same merchant that was posted over 90 days ago. I was advised 5-7 business days to get a new card.

On Nov 19 I called back into Customer Care to see if someone could advise what day my card had been actually mailed out as I had yet to receive it. I was told that a replacement card had not been requested or reissued. They put in a request to issue it and it would not mail out until the next day, Nov 20. I was advised that I had several options. I could [redacted] money to myself, I could process a wire transfer from my account and I could transfer money to another Higher One account.

I have had no access to my money since Nov 11. I have every company with auto payments set up calling me everyday for their money. Two of the companies I pay were able to process a payment via routing and checking number. The others are not set up for that.

I DO NOT know anyone who has a Higher One account and should I meet one, I will strongly advise to cancel immediately. I attempted to send money to myself via [redacted]. Not only is there a fee, but it takes 4 business days to send and receive cash and 6 business days to send to someone's bank account like my mother.

I called back very upset and was advised my card should arrive by Nov 27 or the week after. I have a wedding I need to travel for The 29th and 30th of this month and I have no money. I was advised by a Customer Care Supervisor that I could process a wire transfer to my mothers bank account. I was able to check out the website and find the instructions on doing so. I called my mother and got her account information and then called her bank to get the wire transfer information. When I followed that steps to process a wire transfer, the selection was not available do I called Customer Care. The representative advised me that the type of account I have is not set up to process wire transfers.

I then spoke with another Supervisor. At this point I am QUITE ALARMED that there is an actual queue that you place customers in who request a Supervisor. What is MOST alarming is that it's complete with an automated message and hold music. AND THERE IS ALWAYS A 5+ MINUTE HOLD......

Once this Supervisor got on the phone-as I have lost count, I was now advised that he was sorry for the inconvenience and there was no way I could process the wire transfer. I was then suggested that I could cancel my account in which a refund check would be processed and mailed out. This has become insulting. I have had no access to my money, I need to feed myself and my child and pay my bills. Ever since Bank Mobile services or whatever it is merged with Higher One, the service has SEVERELY declined. Effective Nov 1 all these great benefits happened and fees went away and after having this account for almost 5 years, I have all these problems.Desired Settlement: I want access to my funds NOW. This is not acceptable and all I can get is these scripted responses such as "I apologize for the inconvenience" and phrases that start with unfortunately.

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: Excessive fees were charged to my account when an overdraft occurred. I was not notified in advanced about the overdraft or any fees that were associated with it. It wasn't until they called my house and began to hound me for fees that I was made aware that a mistake had been made. Not once but twice I was billed for charges in excess of what my bank would have charged me. They charged me a total of 67$ in fees with no explanation or warning and threatened to withhold funds from my student aid if I hadn't paid them. This is beyond excessive and it takes advantage of students who do not have an alternative method of getting their financial aid. I asked for alternatives, they refused to let me use any other method than using their card and service. Put the money on their card or have their bank transfer the money to your bank, that's it.Desired Settlement: I want my 67$ back. I do not believe that the fees were justified given the lack of contact made to me prior to the fees being charged. As a responsible bank, the bank of HigherOne should make monthly reports about the balance of the card and their policies about fees should be clearly listed, which they are not. I know I looked.

Business

Response:

Dear Ms. [redacted],

Review: [redacted], uses this company ([redacted]) for our federal loan refunds. According to the Fee Schedule any deposits made to this institution by [redacted] College are considered "Same Day" availability. According to the refund schedule, if it is deposited to the century choice card it is same day availability, a third party institution its 2-3 days, and paper checks issued 5-7 days. I opted to have my refund put onto the [redacted] Choice card, and as of today 1/30/14 there is still no refund available. My refund was issued by [redacted] College to my [redacted] Choice card on 1/28/14. Three business days later it is still not credited to my card. I believe this practice is misleading and needs to be FULLY disclosed that NO, funds are NOT available same day, not even 3 days later, and because in the contract it CLEARLY states that funds are made available SAME DAY I would like the interest accumulated from my $4,596.26 from 1/28/14 until the day it is issued, (currently 3 days as of this writing). They are NOT honoring their end of the contract. I would also like [redacted] College to be alerted to the fact that the card they are using is fraudulent in their claims of having "Same Day" availability so that [redacted] College can make an informed choice as to whether or not it will continue to make this company our only option for our refund issuancesDesired Settlement: I would like the interest that was accumulated on my $4,596.26 from the issuance date of 1/28/14- to current, due to their fraudulent claims that it is same day, and because as a student at [redacted] College I am given no choice in having my money deposited to me any other way than THRU the Higher One company, I would also like [redacted] College in [redacted] to be informed that the [redacted] Card via Higher One is not honoring the contract made with their students.

Business

Response:

Dear Ms. [redacted],

Review: I was issued my card and started on 8/24/2015 to upload my identification as requested and I kept getting a messages saying they could not view my picture id after trying 15 times I call them. A supervisor stated she could see the ID clearly and was unsure why this dept. could not verify the id posted, to insure the release of funds on the card. Until today October 1, 2015 the acct was on hold. I found it ridiculous that I had to call 5 times and upload 15 times and the id was viewable from the first attempt.

Some students depend on their money to live day to day and a hold up like this is just wrong on so many levels I will NEVER use them in any of my disbursements ever again!!!!Desired Settlement: They correct this problem for all the persons willing to continue using their services.

Business

Response:

AWFUL business. If your college uses this bank, I would find another school. The fees are a ripoff and customer service is terrible. They should not have an A+ rating. The Revdex.com is failing consumers by pushing this as a reputable business. Scamming the broke college students of America out of the little money they have should be a crime.