Higher One, Inc.

Review: I unsubcribed many times and still recieve emails. I have closed this account.Desired Settlement: I never want another email from these people once this issue has been resolved.

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 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:

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: 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:

This entire company is filled with liars! Every email that I have received, every phone call that I have made has gone without resolution even though I am promised by every person that I speak to that someone will call me back. I was told that my check was mailed on a certain day when I FINALY receive the check ten days later I noticed that the date on the check is not the date I was told that the check was mailed. Like I said this company is full of liars and they are taking advantage of students across the country.

Review: Prepaid for $20 gas on the 10th, a temporary hold for $25 was posted to my account immediately. Should not have been a hold posted according to terms.

I Prepaid for $20 gas on the 10th, a temporary hold for $25 was posted to my account immediately. Should not have been a hold posted according to terms. Essentially higher one inc. has stolen $25 over and above the cleared $20 charge in violation of their set terms. It is my assumption that the $25 they claim to "hold" despite the charged amount being cleared, has been invested by higher one inc. without my approval or authorization. Higher one inc is illegally targeting and scamming students in this way.Desired Settlement: I am seeking a settlement of $50.00 US for the violation of higher one inc's set terms which explicitly states that put-paid purchases for gas at the counter of a gas station are exempt from a hold placed on the account. 50% of the settlement includes an inconvenience fee for having the $25 placed on my account for 5 business days.

Business

Response:

Business Response /* (1000, 5, 2013/08/23) */

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 apology for the inconvenience and frustrations you experienced.

Our Customer Care 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 reach you and hope that her review of your concern was helpful. Because we value your business, we have issued a one-time courtesy credit of $50.00 to your account.

We also value your feedback regarding the temporary hold that was placed on your account and will be looking into this process to see if we can improve our cardholder's experience.

If you have additional questions, please call [redacted] directly at XXX-XXX-XXXX, ext. [redacted] She is available Monday through Friday between 2:00 pm and 12:00 am Eastern Standard Time. If more convenient, you may speak with a Specialist by calling XXX-XXX.4379 ext. 5031 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: In June of this year (2013) I began college courses at [redacted] Shortly after that my student loans were distributed to the proper accounts such as subsidized and unsubsidized grants. After this It was suggested that I open a higher one account because after the loans for the current term are paid students are issued a refund for the unused balance. Shortly after the problems began and have continued to this day. On July 7th I attempted to deposit a check from the department of human services for $30.00 via check capture on my smart phone and they said it bounced. The reasons weren't made clear to me until I placed numerous calls and on 7/13 I was informed my account was placed on a security watch. The reason was because they said I willfully attempted to cash the check on a bank account I didn't have. I proved to them I did not own the account. The only thing tying me to the bank account ..** Bank was that the check was drawn on ** Bank, I tried explaining this so many times, even after they found I was correct they continued to place me on one security block after another. After this they froze my account preventing me access to my money. Attached is the email from higher one stating I was cleared of wrong doing. But as I said it never stopped them from filing claim after claim against me for the same incident.Desired Settlement: A check in the amount double of the funds in my account that they froze. $1,300.00 The hardship this caused me was being unable to pay my bills causing me to be in arrears and lack of basic everyday needs such as food and personal items.

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 frustrations regarding the closure of your account.

Due to a failed transfer attempt, your account was placed on the security watch list as a precaution. The attempt that was of concern was an ACH deposit which was initiated from the Transfer Money feature from your account. We received an email from you on 10/10/2013 via EasyHelp incident

[redacted] stating that you did not have a ** Bank account. An alert was placed on your account and we requested a notarized letter from you since the transfer was attempted with a US bank account.

Since we did not receive the document, your account was closed on 10/18/2013 and a check for your remaining balance was sent to your primary mailing address. We sincerely regret any inconvenience this may have caused you.

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

Please submit your signed ACH form so that future refunds can be sent to your third party bank account. If convenient, you may upload a scanned copy through EasyHelp.

If you have additional questions, please call [redacted] directly at ###-###-####, ext. [redacted]1. 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 ###-###-#### Monday-Friday, 8:00 a.m. - 11:00 p.m. Eastern Standard Time.

Sincerely,

Sr. Director of Customer Care

Review: I would like to start by saying that I have worked in a call center and customer service for years. I have never made a complaint and am ususally the person asking for a supervisor to give a compliment on the service I received. I have never been so dissapointed or upset with customer service as I was after this call. the only reason I called was to get my card reissued because I had not receieved it. The representitive I spoke with asked me how she could help 3 times (If she was listening t he first two time that I said "I never received my card" then I wouldnt have had to ask 3 times). The women then told me that I was wrong and I did receive my card. I said no I did not and I have checked both my current address and my past address over the past few months. She told me I was wrong again, but it wasnt until I asked when that she told me it was in 2011. Then she told me it would be $30 to send a second card. (Really? I now see why this company has a HORRIBLE rep with fees and service) I asked for her to send me a check and she told me there is NO way possible that they would ever send a check. (even though my brother gets checks from them? Apperently you have to ignore their card and spam to get a check) I then asked to speak with a supervisor because she continuously spoke over me and cut me off. After I asked for a supervisor she hung up on me. (GREAT CUSTOMER SERVICE RIGHT?) I promise this is not the only matter of complaint that I will file, and had she just listend to my concern and offered assistance I probably would have given her a compliment. (also she never assisted me with getting online which is another issue I asked her to help with, clearly whatever she was doing at her desk was more important than assisting a customer). Advice: do not activate your card, wait for a check. I asked the rep if a person was to get a refund after 15 years of not using their card if they would be expected to still have that card.. she said yes.. (thats lovely, I am sure she doesnt lose anything)Desired Settlement: I would like to be contacted, with an apology, and have my card reissued free of charge. (had this women been a little more understanding or willing to listen I probably would have just let her take the fee from the account; after all what choice do I really have)If I am not contacted within 5-7 busisness days then I will find other means of contact with my complaint.

Business

Response:

Dear [redacted],

Review: I have fraudulent checking transactions on my account and no one seems to be of any help when I try to contact customer service.Desired Settlement: I have unexplained overdraft fees in the amount of $-116.00. the only thing I am requesting is to place my accout back to $0.00. I have no idea where these charges come from and I would like this issue resolved a.s.a.p.

Business

Response:

Dear Ms. [redacted],

Review: I am very disappointed with higher one. I like the fact that I can receive my school refund quicker but it's very irritating and embarrassing when you go to the store and use your card as debit to get cash back ( pos) that your transactions is not authorized. It's a debit card and I know how much cash there is on the card so I don't understand why my transactions aren't authorized. I want to pay 50 cents when using my card at target, kroger, etc but I can't do that because my card hasn't been going thru as a debit card. So I have to use a arm and pay extra fees which I don't think is fair.Desired Settlement: I would like my money back for the extra amount of fees I had to pay on Tuesday 28th for using a chase bank atm, Thursday the 30th and Sunday the 2nd. I had go pay extra fees these days because my card kept getting declined as a credit and I know I had the money.

Business

Response:

Dear Ms. [redacted],

Review: I was notified via student email that I had a tuition refund available and it would be sent to me in the form of a Higher One card. How convenient I thought to myself. I was completely wrong. First I noticed the mailing address it was sent to was completely wrong., even though I had received information from [redacted] without any issues already. The same day I contacted my schools cashier office and notified them of the error, at which time I was told Higher One auto generates the address from what you have on file with the school. So it's completely unfathomable as to how they completely fudged my address. A new card was ordered on August 22nd, and as off today I have seen no trace of a green envelope. I called customer care, and after several tries communicating with a completely redundant computer system I was met with a customer care rep, who was very professional in informing me that it was nothing they could do on their end to assist me in this delivery issue. If you have a product someone HAS to use to receive THEIR money in a timely manner you should at least have the decency to provide a tracking number, of some sort rather than a half cooked estimate delivery. If you don't activate the card you will be mailed a paper check from your school which take twice as long as card should have. Why do I have to go through the trouble of a paper check, cashing it, most likely to repeat the same conundrum next semester? Because Higher One dropped the ball, and even though it was their product you must use to get your money, they can't do anything because both the cards they sent didn't arrive. Note that I receive all my other mail with no issues whatsoever. Anything that deals with your finances should be location tracked and not just the old 'Give it a few more days.' line.Desired Settlement: I want a card so that I can opt out of this redundant service I had no choice to use in the first place sent [redacted] insured with a tracking number so that I may ensure it is actually shipped, and not just updated to say that.

Business

Response:

Dear [redacted],

Review: I have a grant that is loaded to my student debit card. I provided the company with the documentation that the other students provided SS and State ID card. I have told over and over to send the samething over and over and according to them what I sent is not readable. I also sent proof of address and my school called them with me in the office. They asked me for birth certificate and it was provided. They also asked me for the envelope that they used to send the card to me. They did not ask the other team mates for all that documentation. I have a week sending documentation. The last customer service that I spoke with stated that my learner driver permit was not a State ID. They have my money and they have a week with my money.Desired Settlement: To realease my money

Business

Response:

Dear [redacted],

Review: I had a deposit returned to my Higher One account last year. It was actually because they had improperly bounced a check to a payee, and when the payee paid me back, that was when the funds were withdrawn from their account by Higher One, creating a returned deposit for me. I had a second returned deposit this year. They have now permanently disabled Mobile Deposit. I don't see a disclosure about this on their website, nor was this disclosed to me when I had the first returned deposit that the disabling of mobile deposit was permanent. Now their solution is for me to pay money to overnight deposits, buy Moneypak cards that I can't upload on my phone, or wire money-all deposit options that cost me money.Desired Settlement: Either reinstate mobile deposit or have a free way for people you take this from to make deposits. This is punitive and unnecessary as a deposit that is mailed can be returned as well. You already charged me for the returned deposit and now you are making me pay for making deposits.

Business

Response:

Dear [redacted],

We

received your letter from the Revdex.com and appreciate the

opportunity to respond.

We

are writing in an attempt to clarify the situation surrounding

your [redacted] restriction.

In

your letter to the Revdex.com on 10/01/2014 you stated that Higher

One disabled your access to [redacted] permanently without disclosing to

you that the service would be restricted once another deposit was returned

unpaid. On June 24, 2014 Higher One sent you an email via [redacted] ticket

number [redacted] stating that “if there are any other returns, the feature

will once again be removed and we will not be able to reinstate

the [redacted] feature a second time.” Unfortunately, another deposit was

returned unpaid July 24, 2014 and your [redacted] access was therefore

terminated.

Based

on our review of your account history, we have made the decision to close your

account, including your debit card, effective immediately. The review of the

account history revealed both an excessive number of returned deposit items and

an excessive number of Non Sufficient Funds items from checks you have written

on this account. More specifically, in the last year seven transactions,

including check deposits and checks drawn, have been returned for

Non-Sufficient Funds, and were either written to or received from one or more

family members.

You will receive further correspondence from Higher

One regarding this decision via email. We apologize for any inconvenience this

may cause.

Sincerely,

Senior

Director, Customer Care

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

This is an insufficient response. The account disclosures do not state anything about mobile deposit restrictions. It is also blatantly obvious that higher one has decided to retaliate against me for making a complaint by closing my account. Their own disclosures state that account closure will occur if $500 in overdraft fees occur in a year. Considering they reversed the fees on the 5 overdrafts, which, if they did math correctly, does not equal $500, it is apparent that retaliation is the prime driver of the closure. Two returned deposits is also a suspect reason. No bank closed an account for that. The timing of the closure is so obvious it's insulting. Higher one can expect a complaint to be lodged with a higher authority and legal action. Anyone can infer retaliation by the timing of this closure. I'm very sorry that this sham of a company employs people who assume everyone is an it and that they are immune to legal action. After all, they've settled multiple class action suits and are enjoying tanking stocks because of their totally immoral and illegal business practices. I had every intention to close the account when I reached a zero balance. I expect that this will not be reported to Chexsystems while I pursue legal action.

Sincerely,

Review: My account was compromised about two months ago. I had to send a notarized letter that included my ID to verify who I was. Now I am getting the run around in obtaining a refund for the balance that is left in my account. I have provided the information that was needed , requesting the account to be closed and balance sent but their customer service dept has multiple people who tell me different things.Desired Settlement: I want my balance in the account sent to my home address and the account closed once and for all.

Business

Response:

Review: I am a student at [redacted] College in [redacted] I received a merit scholarship in the amount of $1,000 for the 2015/2016 academic year, and the money was not applied to my tuition for the current semester. The financial aid office informed me that Higher One was supposed to disburse the money, and they have not. They claim that they sent a check in the amount of $500 on October 6, 2015, but I have not received the check. They then informed me that they will send out another check and a debit card in the event that the second check does not arrive. I don't believe that they ever sent the first check, and I am very frustrated in my dealings with them. I would appreciate any help in resolving this situation. I have been waiting over three months for the merit scholarship that I should have received back in July of 2015. Thank you.Desired Settlement: I would like the $500 check for my scholarship that I should have received in July of 2015.

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 account was hacked back in November. I was notified by Higher One. At that point my account/card was canceled and I was promised I would be mailed a new one IMMEDIATELY. Here it is January 12, 2016 approximately 3 months later and I am STILL waiting for my new card to arrive. I have called Higher one MULTIPLE times and been promised MULTIPLE times that the card was on its way. This card it how I live. I am a college student who relies on that card of my mean of funds to pay my rent and bills since that is where all my financial aid is sitting. They are not only withholding my card but also thousands of dollars in funds. The customer service is terrbile. Any establishment looking to use Higher one as a business needs to look further because their customer service is terrbile and not timely at all. sDesired Settlement: I want my new card over nighted to my address TODAY. I have bills that are due and my funds are being tied up because I have no way of accessing my funds because I do have my new account number or my card.

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 debit card number was spoofed and stolen, the card frozen "for my protection", yet Higher One still demands a $20 replacement fee. This is unacceptable. For my protection sure sounds like a way for them to make more money off of students who are already broke.Desired Settlement: I would like Higher One to replace my card free of charge, since I didn't lose it - the fact that the number was spoofed and stolen has nothing to do with 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: I called the customer service number to inquire about the policies on the card in reference to limits on withdrawal amounts. The girl on the phone gave me a lot of incorrect information and I was charged 3.5% for a cash advance fee. She told me that the fee would be $2.50 and she was made aware that I was inside the bank trying to withdrawal the balance on my card. She said that I was only able to withdrawal $500.Desired Settlement: I want the $15.00 refunded back to my card.

Business

Response:

Dear [redacted]

Thank you for your letter regarding your recent experience

with Higher One, Inc. We are committed

to stellar service and appreciate the opportunity to respond.

We regret to hear of the frustration you experienced during

your recent communication with Higher One.

Higher One offers three ways to withdrawal money from your

OneAccount:

ATM

withdrawal - You may withdraw no more than $500.00 per day by ATM cash

withdrawal. We are unable to increase the ATM withdrawal limits. There is

no fee for an ATM withdrawal at a Higher One ATM. A fee of $2.50 may be

charged for using a non-Higher One ATM. This is in addition to any fees

that the ATM owner charges.

Cash

advance (at a bank teller) - You may withdraw no more than $2,500.00

per day for a cash advance at a bank teller using your debit card. A fee

of 3.5% of the amount withdrawn is charged for a cash advance ($5 minimum

withdrawal). This is in addition to any fees charged by the bank. You are

not able to request a cash advance on funds that are not available in your

account. A cash advance is a debit card swipe-and-sign transaction at a

bank teller window. It is included in the $2,500.00 merchant limit.

Therefore, if you have already spent $2,000.00 in debit card transactions,

you will only be able to withdraw $500 in a cash advance (inclusive of the

cash advance fee).

Merchant

PIN-based debit card transaction - A merchant PIN-based transaction is one

where you select 'debit' at the checkout and enter your PIN. You may spend

no more than $500.00 per day in merchant PIN-based debit card

transactions, including merchant purchases and cash withdrawals. We are

unable to increase the withdrawal limits. A fee of $0.50 is charged for

Merchant PIN-based transactions.

We understand that this information was not communicated

clearly to you during your conversation with our Customer Care Agent; therefore,

we have refunded the $17.50 cash advance fee that you incurred on September 19,

2014 as a courtesy to you. On October 1,

2014 you spoke to our Customer Care Manager [redacted] who confirmed with you that

your fee had been refunded and discussed options available to you for your

OneAccount and future financial aid refunds.

We apologize for any inconvenience this has caused and are

pleased that your issue has been resolved.

We now consider this matter to be closed, however if you have any

additional questions regarding this matter or any further concerns please feel

free to contact us by calling the number listed on the back of your card Monday

– Friday between 8:00 AM and 11:00 PM Eastern Time.

Sincerely,

Sr. Director, 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: I had received my refund from my school in the total of 2.863.00$ I had to give that refund back to my parents so I sent a wire transfer. Since there was a limit of 1,000$ per transfer per day I had to send three. I send the first two of 1,000$ each and my parents received them the same day. The last transfer I sent was for 788.00$ on 09/09/2015. Unfortunately my parents never received the money. I called customer service and was only told that it went through on their end and that they could not give me any further information. I find ti hard to believe that there is no record of the accounts I sent the money to. They could also not get the money back from the account I sent it to and I am now out almost 800.00$ I hope the stranger that got my money enjoys it.Desired Settlement: I wish to get the money to my parents where it belongs. If I could get a refund back into my account that would be ok as well.

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: Higher one bank is a fraud bank. On August 28th 2013 there was a transaction on my account that I dispute with a restaurant Higher one said that the restaurant added tip to my account. Restaurant showed me receipt there was no tip added. I filed a dispute with higherone, they started to call me and question me about the dispute I handle it went and thought someone from the restaurant had place a tip even though restaurant recipt showed no tip and restaurant was kind and professional . On August 29th I wrote a check of $990 to myself from higherone account to pay for my rent. This bank never clear the check until September 3rd when an unexplained transaction came into my account for $74 and $5. I have no idea what these transaction were about I contact higherone told them that I believe there is a fraud on my account. I asked them to cancel my card and told them about my check which presented for payment. Customer service represent refused to cancel my card and said I have to wait 10 days. I was screaming on the phone I have two fraud charges on my account one from a woman name [redacted] and the other one for [redacted] nothing that was known to me. I have to call this bank five times before they could cancel my card mean while they have charge me $29 fees returned my check for $990 I could not believe what was happening to me as I had $1005 in my account. The two fraud charges where pending and my rent check was getting return for insufficient fund. I could not believe this is happen to me I call them again crying and asking someone to pay my $990 check as this fraud transaction was going to be investigate I have never seen a bank so willingly happy to send my check and start charging me fees. The next day I called the fraud department some one by the name of [redacted] she said I have a recording message you would not believe what she said there was a dog barking in the background as she spoke with me, this is not a bank they are here to steal students money and they should be finedDesired Settlement: DesiredSettlementID: Other (requires explanation)

I want this bank to pay for all my fees that I have receive from the other bank. I want them to pay for my rent charges it is clearly that they are behind these fraud I have proof that this bank placed those charge there job is to protect my money but they place those charges, They have customers service represent that answer phone with dogs on the background wow. They need to pay me for all the stress that I have endure these past days. I am so sure they are behind these charges I have proof

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 your experience when contacting Customer Care for assistance. We certainly understand the frustrations unauthorized activity can cause and strive to provide you with a seamless experience during the claims investigation process. We regret to hear that our high standards of service were not met in this instance. We assure you that we will review this matter and take appropriate action.

Our Customer Care Manager [redacted] has been in contact with you by phone to provide personal assistance regarding your questions and concerns. We are glad he was able to reach you and hope that his review of your concern was helpful.

At this time, we have applied provisional credit to your account for the $74.00 reported transaction. The $29.00 Insufficient Funds fee has been credited along with the $7.95 [redacted] Check fee as a one-time courtesy. Additionally, a replacement card has been ordered per your request. Please allow five to seven business days for delivery.

In the interim, it may be helpful to review the Spend sub menu located under the OneAccount tab from your homepage to learn about our free online bill pay services. You may use this service if necessary while awaiting receipt of your card. We are glad to hear that your third party bank is working with you on the fees incurred on their end.

If you have any additional questions, please call Mr. [redacted] directly at ###-###-####, ext. [redacted] . He is available Monday through Friday between 10:00 am - 7:00 pm Eastern Standard Time. If more convenient, you may speak with a Specialist by calling ###-###-#### Monday-Friday, 8:00 a.m. - 11:00 p.m. Eastern Standard Time.

We apologize for any inconvenience this may have caused.

Thank you for your valued business.

　

Sincerely,

Sr. Director of Customer Care