Higher One, Inc.

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 falsely closed my account claiming that fraud was occuring on my account which it hasn't. They haven't provided me any proof that fraud had been occurring on my account. If fraud had been occurring on my account I would've known about it before them. They said they would cut me a check for the money that was left on my account and that they decided to not do business with me anymore because I was a "High Risk Case" They need to have better work ethic and they need to reopen my account, give me a new card, and release my money that i'm supposed to be getting from my school on November 3rd 2014. Fraud hasn't been occurring on my account at all. They haven't even given me a chance to explain what might be possibly going on with my account. All they wanted to do was close my account and no longer do business with me without asking me what's going on with my account. Now they say I have to change my refund option which i'm not going to do.Desired Settlement: I want Higher One to reopen my account, issue me a new card, release my money to my account that was already on my account and allow the money in the amount of $1,432.00 to go onto my [redacted] card that is supposed to be disbursed from my college on November 3rd 2014 and mind their own business with things that don't concern them.

Business

Response:

Dear [redacted],

Thank you for your letter regarding your recent experience with Higher One, Inc.

We apologize for the frustration caused by the decision to close your Higher One checking account. We are committed to stellar service and appreciate the opportunity to address your concerns.

We have determined that there is an unacceptable level of risk in keeping the account open and have exercised our option to close your Higher One account. We regret any inconvenience this decision may have caused.

Your Higher One checking account was closed on 10/24/2014. Unfortunately, we are unable to re open your account. However, your school offers the additional option to receive your financial aid refunds direct deposited into another account. Our records indicate that you updated your preference on 10/24/2014. Please rest assured that future funds received on your behalf will be sent to your outside bank account.

Our Director of Error Resolution [redacted] has attempted to reach you to assist with any questions you may have.

If you have additional questions, you can reach Jim directly by calling ###-###-####.

Sincerely,

Sr. Director, Customer Care

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 requested a $38 Insufficient Funds Fee to be reversed because a company tried to withdraw money from my account, but according to Higher One, there were not enough funds in my account to cover this transaction. One customer service rep that I spoke to said that she didn't understand why I was being charged the Insufficient Funds Fee, because on her end, it showed that I had a Direct Deposit the same day and also another one within a few hours into the next day, of this withdrawal. They could not tell when what amount of time there was that there was not available funds in my account.The customer service rep requested the reversal, because she couldn't understand why I would be charged a fee, but another department denied the request.Desired Settlement: I would like the $38 insufficient funds fee to be reversed, unless they can tell me at what exact moment I did not have available funds.

Business

Response:

Dear Ms. [redacted],

Review: I am trying to cancel a student checking account that was opened on my behalf by [redacted] through Higher One. I have contacted Higher One with no success. It has been several years since I have used the account, and I have not been a student at [redacted] since June of 2011. I would like the account closed immediately.Desired Settlement: I would like my account with Higher One to be closed.

Business

Response:

Dear Mr. [redacted],

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

We apologize for the frustrations you experienced with attempting to close your Higher One account and when contacting Customer Care for assistance.

Your Higher One account was closed on 04/25/2014 per your request. A confirmation email was sent to you via EasyHelp incident number [redacted].

Our Customer Care Lead Supervisor [redacted] has attempted to contact you by phone to provide personal assistance regarding your questions and concerns. Unfortunately, we were unable to reach you.

However, should you have any additional questions or concerns, please feel free call the Supervisor line directly at ###-###-####. Customer Care is available Monday-Friday, 8:00 a.m. - 11:00 p.m. Eastern Standard Time and is always happy to assist you.

Sincerely,

Sr. Director of Customer Care

Review: My school opened this account for me in 2014 to deposit my financial aid refund checks. I am now graduating in December and will no longer need my account. I closed my account with a remaining balance of almost $200. I received an email from customer service confirming my account was closed. I then received an email on November 19th saying a check was being mailed to me and I should receive it in 5-7 business days. As of today, I still have not received my check. I call their customer service, the lady asks for my card number, date of birth, and social security number and then tells me that my social security number is incorrect and she will not give me any information about my account. I ask to speak to her supervisor. She transfers me to some guy who asks for my card number, social security number, and date of birth. He then tells me my date of birth is incorrect. I ask who provided the information, he says my school provided them with that information and he cannot give me any information about my account. I then tell him that the first lady said my social security number is incorrect, so which is it, my social or date of birth? He then asks for my information again and says its both. Which seems convenient since it wasn't incorrect the first time I told him. I call my school and speak to the office who sets up the Higher One accounts, they confirm that they have my correct social security number and correct date of birth. I then try to access my account through their website using the email address and password that has been stored in my computer for over a year and was used to close my account, now suddenly my password is incorrect and I have no access to my own information. I think that this is an attempt to keep the almost $200 that was left in my account when I closed it. I was counting on that money to help pay my bills and it is ridiculous that I still have not received it 3 weeks later. I should not have to struggle to get money that is rightfully mine.Desired Settlement: I want to receive a check for the remaining balance that was in my account when it was closed.

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: This company has charged me a ridiculous amount of overdraft fees- many after they locked my account and I could not deposit money.

I tried to transfer money INTO this account from another account I own. HigherOne even initiated it before I had to verify it (HigherOne said this was allowed). They accepted the payment and it showed in my available balance...a few days later, it was taken out and said they could not verify the account it came from. I'd already spent some money. Guess what? Overdraft fees and a locked account. I asked what I needed to do to correct this and they asked for a lot of information from the sending bank. The sending bank had only received 2 of the 3 deposits from HigherOne to verify the account identity. I had to wait until I had an official statement to show them (an entire 3 weeks later) before they would unlock my account. In the mean time, I had automatic payments and bills coming out without any way to actually deposit money BECAUSE MY ACCOUNT WAS LOCKED! The only responses I ever got from this company was that they needed information about my other account. Nothing more. They received the information, unlocked my account and washed their hands of my situation. I have yet to receive any refunds on these overdraft fees (6 actually deserved for a total of $228). As of today they say these fees are 100% valid. How on earth is it right to charge fees when I'm not even allowed to put money into my own account?Desired Settlement: I only wish to have my $228 credited back to my account. These fees were not justified when the transfer was at first approved (then denied). Then locking my account so I can't even deposit money for the bills I had to pay.

Business

Response:

Business Response /* (1000, 5, 2013/04/10) */

Dear Ms. [redacted],

Thank you for your letter regarding your recent experience. Higher One is committed to stellar service and we appreciate the opportunity to make the following response.

We apologize for the frustration experienced regarding the Insufficient Funds fees assessed.

Our Customer Care Manager [redacted] has attempted to call you to personally review your concerns. Unfortunately, he has been unable to reach you.

We regret to hear of the difficulties experienced with your funding account concerns. If an account is on the watchlist, please rest assured that there are additional options for adding funds until the issue is addressed. For reference, all deposit options are listed online under the OneAccount/Making Deposits tab from your homepage.

We value your business and want to ensure that you have a positive relationship with Higher One. As a result, we have issued a courtesy credit in the amount of $228.00 to your account for six Insufficient Funds fees.

We hope this is helpful.

If you have additional questions, please call Mr. [redacted] directly at XXX-XXX-XXXX, ext. 4253. He is available Monday through Friday between 11:00 am and 8:00 pm Eastern Standard Time. If he is unavailable, please leave a message with the best phone number and time you can be reached and he will return your call promptly. If more convenient, you may speak with a Supervisor anytime during our normal business hours by calling XXX-XXX-XXXX ext. 5031. Customer Care is available 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: I had my social security direct deposited into my higher one account they closed my account due to verification (which was completed and account was reopened with a new account number which caused my social security payment to be lost ontop of that I upgraded to higher one premier account and was not supposed to incur any fees at the atm I went to and still was charged $10 in fees and they refuse to refund those fees even thos their fees page even states I shouldn't have been charged for the atm withdraw even customer service confirmed on numorous occasionsDesired Settlement: I wish my direct deposit be put on my card and for the $10 in fees to be refunded

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 non-Higher One ATM fees assessed and your direct deposits from Social Security and T-Mobile.

We have credited your account $10.00 for non-Higher One ATM fees. When using an Allpoint ATM, you will not be assessed non-Higher One ATM fees when you use your Premier card. We are glad that you have now received this card.

Your social security deposit posted to your account on 12/02/2013 and two deposits from T-Mobile posted on 11/20/2013. To review the recent activity, please log into your account online and select Recent Account Activity from the OneAccount Premier tab.

Your closing account statement from your previous account has also been provided to you as a courtesy within incident number [redacted].

We understand that you have spoken to a Supervisor, [redacted], regarding these deposits as well as your submitted claims. We are glad you were able to reach her and appreciate you calling us back. We hope that her review of your concerns was helpful. Please rest assured we are working on your claims and will notify you via email as soon as any updates become available.

We apologize for any inconvenience this may have caused.

If you have additional questions, you may speak with a Supervisor by calling 866-444.4379 ext. 5031 Monday-Friday, 8:00 a.m. - 11:00 p.m. Eastern Standard Time.

Sincerely,

Sr. Director of Customer Carev

Review: Apparently my Community College has sent the refund on my [redacted] Grant to this institution. This institution wants to force me to give them my social security number. Not only that, but they-by all online reports-tie up your funds and either fee them to death or make it almost impossible to get them back. I have not created an account with them and I do not want to do so. I have repeatedly called their customer service number and requested a supervisor and in turn been placed on indefinite holds. I've spoken with Kevin, Charles, and Charles and I have gotten no where. I'm furious. I consider this a misappropriation of my [redacted] grant funds, in addition to the HORRIBLE customer service. They have NO RIGHT to my [redacted] grant. They have no right to attempt to charge me fees on MY [redacted] GRANT! They should never have been sent those funds in the first place.Desired Settlement: I want them to either return the funds to the school or to myself directly. I do not want to be forced to give them my private information and I do not want any relationship with them whatsoever. They have NO RIGHT to my [redacted] grant. They have no right to attempt to charge me fees on MY [redacted] GRANT! They should never have been sent those funds in the first place.

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. Smith via

separate notification to address her concerns.If Ms. Smith has any further questions, she may contact our Supervisor Line directly at

###-###-#### Monday - Friday between 8:00am and 11:00pm

EDT.Sincerely,

Tami T[redacted]Senior

Director, Call Center Operations

Review: I received an email on 09/22/15 in regards to higher one closing my account. I called and spoke to 3 different representatives including a supervisor. They ask told me different reasons on the account closure. Finally, after speaking with supervisor she confirmed that the account would be closed in 14 days, wish is fine, and that I fill access to my account. I explained that I got paid on 09/23/15 and needed the money for rent. Supervisor reassured me I would have access. Went to the atm on 09/23 and could not get my money. Called and spoke to 4 more representatives and no one could help me. According to the recoding all calls are recorded so the supervisor that said I access to my account was wrong. I'm fine with the account closure, what I'm not OK with, is that I cannot access my money. No branches in my area, cannot use atm, etc.

Business

Response:

Review: On Monday, 7/27/2015, I had two separate transactions post to my checking account. These were deducted from my available amount of money and processed as ACH payments. Overnight on 7/27/2015-7/28/2015, another transaction from an additional merchant posted, overdrawing my account. I was aware this would overdraw the account and I would be charged an overdraft fee. Instead of only this charge causing an overdraft fee, the bank went back and took the previous 2 charges that had already gone through, out of the negative balance and charged overdraft fees for the 2 ACH payments that had ALREADY posted.Desired Settlement: I would like the ACH payments of $67.51 and $57.72 credited and both insufficient funds fees ($38 each) credited to my account.

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 by calling [redacted] ext. [redacted] Monday- Friday between 8:00am and 11:00pm EST.

Sincerely,

SVP, Chief Compliance Officer

Review: Before I started college this semester, I was issued an [redacted] Debit card and was told to fill out the information needed online. There was no identity verification at that time. Now, when it is time for my college tuition refund, I all of a sudden have to provide proof of my identity. 3 months down the road mind you. I can't access my funds at all. I've tried every proper channel I could, with no information. Every time I call customer service I get hung up on. I just spent the last 2 hours on the phone trying to get in contact with a customer service supervisor only to get promptly hung up on each time. If verifying an identity because of the 'patriot act' is so important, why was I issued a card and allowed to fill out all infomation three months in advance to getting my college refund? The customer service is horrendous and I have tried to contact the company through other means as well with no reply. I want the identity hold lifted off my account as is. I provided the necessary information. I was notified that as long as the information was provided before 2PM EST on 9/11/2013 that by the close of business on 9/12/2013 that the identity hold would be released. I opened my account months before the funds were to be deposited. To state that within 24 hours the hold on the funds will be released and then to keep the hold in place is rediculous. You stated funds would be released in 24 hours. That to me is a legal binding contract and I want the issue remidied immedeately. The made a promise that they could not hold up to and now I have to suffer the consequences for their actions.Desired Settlement: I want the identity hold lifted off my account as is. I provided the necessary information. I was notified that as long as the information was provided before 2PM EST on 9/11/2013 that by the close of business on 9/12/2013 that the identity hold would be released. I opened my account months before the funds were to be deposited. To state that within 24 hours the hold on the funds will be released and then to keep the hold in place is rediculous. You stated funds would be release in 24 hours.

Business

Response:

Dear Mr. [redacted],

Review: My financial aid was deposited on to my card. When I went to use my card to purchase books, it said it was declined even though there was enough money on there. I could not withdraw from the ATM, or use the card in any sort of way. I must have spoke with over 20 different customer service reps, none of which could find a problem with my card. I was told they would have to submit a ticket, which would take at least 5 business days to resolve. Because I needed the books for classes I could not wait and was told that I need to do a wire transfer to have access to my funds. Because the issue was not my fault, they were to refund the wire transfer fee. I've called customer service to inquire where the refund is and they are not able to find anything regarding my issue. Absolutely the worst customer service I've EVER dealt with.Desired Settlement: I would like my wire transfer fee refunded.

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 trying to obtain a replacement debit/credit card that has been ordered due to a fraudulent charges. Higher One has attempted to send this card three times. I have made several calls to Higher One asking why I have not received said card. I have also spoken to a supervisor and each time I was not told where the card is. I advised Higher One that my address has not changed in three years. I have been to my local post office to inquire, they tell me not hold any mail for my address. I have made two attempts on the Higher One web site to make wire transfers to my personal bank but those were unsuccessful. Higher One has repeatedly putting me off by offering to send a new card. The funds related to the card from Higher One have been allocated from student funds of California. Since the funds have been issued on November 4th,2015, I have not been able to touch these funds.Desired Settlement: I just want Higher One to deliver my card in a timely manner without delay, without any additional charges. I would like to know what has been happening to the three previously ordered cards.

Business

Response:

Review: My refund was released by my school and now with higher one , I have closed my old account and now have new account with different credit union ,I am trying to log on to higher one web site to update my new information , I am trying to reset my log in pass word I am unable to do that ,made few attempts ,call customer service few times ,they cant even help me .So they are just holding my refund . when I tried to call back again I am just going through voice mails. no responsible person to speak with.Desired Settlement: phone call from higher one's to resolve this issue. My phone #[redacted]

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 signed up for a direct deposit into a higher one account for my student loans. They offer 2 different refund preferences with the deposit into a higher one account being the quickest. On their website they claim once the school has released the money, the student will have the money available the same day:[redacted] This is a service a student must sign up for under their "refund preferences" in their profile, which I did. Unfortunately my situation proved this same day guarantee to be untrue. I received a confirmation email from my school on June 20 2014 at 11:25 AM CT stating that they had released the funds effective June 20. As of 7:22 CT Higher One has not made that direct deposit available and I was told by a customer service rep that it would not be made available until Monday June 23 since it is now after 7PM ET. The customer service rep told me that she saw no deposit within her system yet. She also said it can take a little time to clear and that I should have it on Monday.Once again, I have a confirmation email showing the release of the funds at 11:25 AM CT. As a student who signed up for the higher one account and who chose to have fin aid deposited directly into this account, the fact that it is a same day service was a major factor in making this decision. In fact, Higher One proudly states this in many different areas of their website and within a student's account. The statement has proved to be untrue for me and instead I will be waiting 3 days for money that should be available the same day. .Desired Settlement: I would like an explanation and clarification regarding this issue. As a student I plan budgets and bills around these refunds and delays can cause problems, especially delays that are an otherwise guaranteed same day service.

Business

Response:

Dear [redacted],

Review: I have an account through this company so that I can have my school funds deposited into an account instead of waiting a month for a check in the mail. I also use this account to have my work checks direct deposited. I recently had an issue with fraudulent activity. I contacted the bank to get further information on the company that the transaction was made with and the customer service rep told me she had no choice but to cancel my card. This was on 10/02/2013. This representative cut me off completely from all access to my money without so much as giving me time to contact the accused company about the transaction. She then proceeded to tell me a new card would be deposited in the mail and would arrive to my home within 5-7 business days. I then inquired about a transaction that I had made with another company. She proceeded to tell me that I would have to contact them and tell the to make a direct ACH withdrawal from my account. This lead to a 3 day dispute with the company I had placed the order with, that lead me back to contacting the bank who then told me that they were preauthorized for the transaction and could take it out at anytime. This has caused me incredible amounts of stress and wasted 3 days of battling on the phone all because the rep could not get her information straight. Now, today is 10/12/2013. 1 day past the 7th business day and I still have no card. I have no access to my money and becauase it is a holiday weekend, the card not even arrive any earlier than the 15th which has stuck me with 13 days without access to my money. I contacted a representative yesterday about the matter and she assured me it would be in the mail today and yet, it is not. Thanks to the offices not being open on the weekends I have on way of contacting them to find out what is going on with my card. No access to my money, no help, no information. I am stuck here until Tuesday wondering what is going on. With no access to my money.Desired Settlement: This company already has complaints ALL OVER the internet about its customer service practices. This company needs to be shut down but I know that won't happen. I want the employees responsible for all of this fired. They mis represented information on 2 accounts in my dealing with them over the last week and to top it off this has me stuck here with no access to my money. I owe to people who will now be charging interest, higher one will covor these charges as well due to negligence.

Business

Response:

Dear Mr. [redacted]

Review: Higher One is a bank refund card that is forced upon college students in order to receive their financial aid refunds. The schools that participate in this program do not offer another method of issuing students their refunds, and Higher One makes changing your refund preference extremely difficult. I feel as though Higher One is a predatory institution that takes advantage of college students by forcing the card onto them with no other options, and by charging fees for just about every aspect of their services. Students already are taking on large debts by receiving student loans, which they pay interest on, and now they have to worry about an unscrupulous company charging them fees on top of the money the students are already borrowing with interest. Students should be given an option to use the Higher One card, or receive their funds in a different manner, and Higher One should be much more upfront about their options to opt out of using the card as well. But a student is made to feel as though they have no say in the matter.Higher One also issues "temporary credits" of funds to student accounts, then takes the credits away at a later date, leaving the students with less money, or in the negative. Higher One should not be allowed to issue temporary funds, which deceive students into thinking they are okay to spend on things they may need. Higher One did this to me when I filed a chargeback with them. They issued me a credit of the amount I was disputing, $127.28, which I used, thinking my chargeback claim had been approved. Two months after I filed the chargeback claim and had spent the $127.28 that had been credited to my account, Higher One informs me that my claim was ultimately denied, and took the funds back, which I no longer had, what with it being two months later and all. I feel as this is a scam, since most college students are not fortunate enough to keep funds lying around in a bank account untouched for two months while Higher One plays mind games with you.Desired Settlement: I want the $127.28 that Higher One tricked me into spending refunded back to me in full. I want Higher One to cease their deceptive and predatory practices. I want my Higher One account closed forever, and I never want to hear from Higher One, or any of their subsidiaries, ever again.

Business

Response:

Dear Ms. [redacted],

Review: This company stole $100 from my account. They have ATM's at [redacted], and on September 30th, I attempted to take out $500, the machine gave me $400. I filed a complaint with the company and they had me contact the fraud department and because of that, they charged me an extra $20 for a "lost card" fee. They took another $20 because I was no longer a student at [redacted]. I contacted them about every other day because I was told the money would be put into the account. The fourth time I contacted them, they told me it would be 14 business days til the money came, and I waited til 14 days after the complaint was filed and contacted them again and the money was not in the account still. They said they checked it and then confirmed that it should go in the next day, the next day I checked again and there was still no $100 in my account. I contacted the person in charge of it this time, and the date was October 22nd, almost a month after the transaction first happened. He responded saying that they just did an audit on the machine and the amount of money in the machine was correct. They did the audit nearly a month after and therefore said I am not going to be receiving my $100 or either of the $20 charges.Desired Settlement: I am living on my own and that money was for me to finish going to school and was stolen. There is no better term, so I need that money back. I don't need the two $20 settlements as badly, but I do need the $100 very badly.

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.

Please accept our apologies for the frustrations you have experienced

regarding the outcome of your claim.

We have reviewed the ATM transaction as well as additional ATM withdrawal

attempts around the reported date to ensure that they were successful. Our

research concluded that the ATM's balanced correctly and that the funds were

disbursed. Unfortunately, we are unable to determine that an error occurred and

the claim was therefore denied. We sincerely regret any inconvenience this may

have caused.

However, we value your business and have issued a credit for the replacement

card fee. We hope this is helpful.

Our Resolution Team Supervisor [redacted] has spoken with you over the phone

in an effort to review your inquiry. We hope his review of your claim was

helpful and appreciate you taking the time to speak with us regarding your

concerns.

If you have additional questions, please feel free to call [redacted] directly at

[redacted] . He is available from 2:30 pm -11:30 pm on Monday's,

Wednesday's and Thursday's and Tuesday's and Friday's from 8:00 am-5:00 pm,

Eastern Standard Time. If more convenient, you may speak with a Resolution

Specialist in our Call Center by calling [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: Higher One is my college's ([redacted]) choice of merchant for their student loan refund cards. I am currently waiting for my student loan refund to be deposited into my Higher One account. However, my account has a negative balance. A supervisor that I spoke with indicated originally that if I receive my student loan refund before my balance is brought current on my account, then the negative balance will be subtracted from my refund. I thought, no big deal, until she told me that if that occurs that instead of that bringing my account to good standing, they would write it off and would instead send me a check instead of depositing it onto my Higher One debit card. She then went on to state that if I at that point would like it deposited onto my debit card with them that I would have to call them to cancel the check and send the EFT to my card.

So, as soon as I had the money ($108.73) I went online to pay them. I preferred just making good on the balance first so that I didn't have to call them again, and would be able to have immediate access to my student loan refund once it was made available from my school. I was using my [redacted] debit card to try and make a payment to them. I verified I had enough in my account. However, my debit card was declined. I tried several times (4 times, to be exact), making sure to check the information I was entering each time, and although the error message on the website indicated my card was declined (error processing payment) each time, my checking account was debited the money - each time.

My checking account is now over-drafted by $234.00 due to 4 duplicate charges of $108.73 hitting my account last night, 09/13/2015. I have already filed an ACH dispute with my bank because their customer service is open on weekends, where as Higher One is not. I called Higher One this morning at about 8AM. The gentleman I spoke with was very apologetic but stated that he did not see any record of what I was describing. I explained to him that I would prefer that Higher One correct the issue on their end and that I would just cancel the ACH dispute with my bank. I told them they could keep one of the debits to bring my account with them current, and could then refund me the other three that were debited from my checking account in error. He then stated that in order to correct this, I would need to send him proof from my bank that this occurred. I asked him if a screenshot from my online banking would be sufficient. He indicated it would, so I logged into my checking account online, took a screenshot, pasted it into a Word document, and emailed it as requested, to the email address provided to me. I had to cut the call short because I had to get to work. I told him I would call back later to follow-up on status.

When I called back I waited for 10 minutes to speak to a rep. I had to re-explain the whole situation only to be told that I needed to be transferred to another representative. I waited another 25 minutes to speak to someone. Her name was Sharon. I remember her name very clearly because she happens to be the only one of the 9 representatives that actually hung up on me. No reason, no warning - She just abruptly ended the call when I demanded that my issue be resolved immediately. She was telling me it would be 2-3 business days before someone even looked at my issue. This is NOT acceptable. I am a full time employee, a full time student, and a full time father of 4 children. I cannot afford to have my checking account sit at a negative balance until I get paid again on Friday, and my bank takes 10-15 business days to dispute ACH charges. They can grant me a provisional credit as a courtesy pending investigation. It's simply the principle of the matter. I gave Higher One a chance to make it right with me, and instead I got treated like garbage.

This is not to mention the other miscellaneous issues I have had with them. Half of the reps I have talked to have either been rude, uninformed, difficult to understand, or some combination of all three. I had to talk to 4 different people before I even got a representative that was able to give me account information despite me not being able to verify the phone number I used when my account was setup (Although I verified my full SSN, full name, DOB, full address, and email address). Their customer service is absolutely atrocious, and as a customer I have a right to demand that my issue be resolved promptly, and that I be treated with far more courtesy and respect than they have shown me.Desired Settlement: I want my checking account credited for all 4 erroneous charges. I want my student loan refund deposited to the Higher One card I just ordered last night (09/13), and I do not want a check sent to me for my student loan refund. At this point, I have done my part in trying to make good on what I owe them, and due to their horrible customer service and their lack of expediency in resolving an major issue that is arguably an emergency, I do not trust trying to authorize another payment to them. They can deduct what I owe them out of my student loan refund and send me the rest on my Higher One debit card.

Business

Response: