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: My purse was stolen and I had to replace my higherone student debit card. I was charged $20. That is outrageous! Then I needed to withdraw $1500 and had to use a merchant teller and was charged over $50! This is student loan money and I have to pay it ALL back. There is no bank to go to to withdraw more than $500.Desired Settlement: Full refund of all money charged for the two actions.

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: TONS of College students including myself, are being scammed out of their loan/grant money through the Higher One. This is a company that a lot of Colleges/Universities are forcing students to use to obtain their refunds.

My personal experience: I was told that I would receive a card with log in information to decide how to get my refund. I did not receive that card on the day that I was told. I was also told that even though the website told me an exact date that I should receive the card, it did not mean that I would get it on that day.

I called Higher One and was told that I would get it today even though I repeatedly told the person on the phone that my mail had already come for the day and that it was not here. I was told that I could have another one sent for $20. Also, this was my second time calling and each time they asked me completely different information. The first time, the only information "Jose" wanted was my name and my full social security number (which I did not give). The second time I called, "Alex" asked for my name, date of birth, and address.

There are TONS of bad reviews on this company for similar situations as well as being charged for, basically, any and every thing they did once signing up for the account. They won't even allow you to have your refund deposited into your personal bank account without having the information they send you to activate the account. Something is DEFINITELY not right with this company!

I am going to have legal council investigate this company, as well as, [redacted]'s local news stations. They are taking advantage of college students and making so much money from taking from them, they gave their employees a total of $1 million of bonuses.

I am providing a link below for you to check out. You can also look at reviews on many other sites to see that this is an ongoing issue with this company. [redacted]Desired Settlement: I want to receive the card that I was told that I was being sent.

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 keep getting charged non atm use fees by this bank..There are no atm adequately placed in my city of which I can acess that I am not charged this fee. recentl as of yesterday I used machine once was charged 7.50 on top of the 3 dollar service fee for taking out a 20.00 bill. Just last week I asked them to do me the courstedy of waiving 7.50 of these nonsense fees. Of which I was promised one thing and given something else entirely nothing no credit no nothing. I hear tell on the phone with a representative that I have been educate as to knowing about the fees. Well it seems unfair for once that there are no machines near me to use to avoid fee and two that I shouldbe charged upto 7.50 to 10 dollars everytime I make a transaction at an atm.................Desired Settlement: refund of the 7.50 in fees associated with recent withdrawal and refund of the 7.50 in !@#$%^&*(erroneous fees prior to my 78.00 deposit. or it least meet me halfway for settlement................u can tell them I am two seconds away from pulling my four thousand dollar deposit in sept.......as well because of the petty bull@!#$%^

Business

Response:

Dear [redacted],

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: 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 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],

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: 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: 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: 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: 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 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: 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: 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 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: 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: I am expecting a college financial aid refund which was supposedly mailed on Sept. 1, 2015. That day I spoke with a Higher One representative online about receiving my refund into my personal bank account (which I applied the information that day through the Higher One website). They told me that day that the check had already been mailed and I would receive it in 5-7 business days. In the same phone conversation, they stated that if I wanted to open or reopen a Higher One account, that the check could then be deposited into it instead sending through the mail. How is it that they could NOT deposit into my personal account (through [redacted] BANK), but COULD deposit into a Higher One account (which then I would still have to wait for a New Card through the mail). Additionally, today is Sept. 9th and I still have not received the check in the mail, and now I have been told by their representative, that an investigation ticket would be submitted on my behalf, and then another check would be sent out AGAIN. I requested that they go ahead and deposit it into my personal account and was then told that she would make that notation on my account, but could not guarantee anything. I have been told that today is the 7th day by the first representative, the second representative told me this is the 5th day, and a third representative told me that this was the 6th day.Desired Settlement: Better customer service and do away with the "run around".

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 ###-###-#### Ext. [redacted] Monday-Friday 8:00am to 11:00pm EST. Sincerely,Tami T[redacted]Senior Director, Call Center Operations

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

Review: They took money so I tried to get it back and then I said I was dead and had a big problem and finally got it figured out and they gave me my money back then they took it away. Leaving me in the negative and with no food. I even had to go to the hospital because of chest pains.Desired Settlement: I need the money they took back which is 43 dollars and I want 50 dollars as compensation for all the stress I have been going through and the medication cost.

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.