Higher One, Inc.

Review: This is the second time I have complained to the Revdex.com about this business. The last time was May 7, 2012. This time they have sent me emails stating they are mailing me my refund and then an email to my [redacted] account that they are sending it to my bank electronically.They also won't let me change schools. There is no way for me to change my information from [redacted] to the [redacted]. I have tried to email them and have received an email failure notice. I have not yet called their consumer line because in past experience they are very abusive and will hang up on people who do not want to open an account with them. I need my money!Desired Settlement: I want my refund sent to my bank asap. I want them to stop fooling around and give me my money in a timely manner. I would also like an apology.

Business

Response:

Dear Ms.

[redacted],

Review: Higher One intentionally misleads college students, such as myself, that we will receive our financial aid refund the same day as our college deposits it. However, once the college deposits the money, Higher One initiates an Identity Verification Process. The account is put on hold and tells us that it will be done by the end of the next business day. However I have been waiting for access to my money for days now. When I tried to contact them via e-mail and facebook, I never got a reply. When I tried to call the customer care, I waited 45 minutes, and ultimately talked to someone with very poor english skills and no help to offer. When I asked for a supervisor, I was hung up on. This company needs to change their practices IMMEDIATELY and warn students about the identity process, or ask for it BEFORE the money is deposited.Desired Settlement: I would like Higher One to verify my identity already and change their practices.

Business

Response:

Dear Ms.

[redacted],

Review: Higher One Inc has allowed a merchant to force an unauthorized charge to my account without my permission after I have already has a stop payment placed on my account for no unauthorized transactions to occur. After speaking with Higher One , they stated that since it was a Point of Sale ( I did not allow for this particular transaction) would not be possible for them to do anything about this unless I file a 90 day claim. I proceeded to say that my account clearly did not have the funds available and why would they allow for this to happen. At no time or does Higher One still have any information for the consumer regarding a Merchant forced transaction or how it should be handled if ever the situation presented itself. I waited on the phone for several hours while each representative passed me around and also Supervisors that had no sympathy toward my situation and also told me that I would just have to pay the money and deal with it later. I went on to state me being the customer who held the account was not possible to withdraw funds that was not available from my account so how could they allow any merchant to do so just cause my card was on file with them?Desired Settlement: My desired outcome is to have this charge removed from my account and allow me to close this account with Higher One and have all transactions forwarded to my local bank.

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 bank contacted me and said they discovered fraudulent charges on my account and they cancelled my card for security purposes. I spoke with them and confirmed it was fraud at which point they said I will receive a new card in the mail in 5-7 business days. This was on 1/30/2015. Today is the tenth business day and I contacted them asking about my card and they said it could take 5-10 business days which I told them mail has already ran today and this is the tenth business day following my request for a new card. They waived the new card fee but when I asked them about sending me an expedited card they said id have to pay the fee and pay for the new card even if my card was lost in the mail. This is two weeks now I havent been able to use my account access my money or pay bills and they are an online bank with no physical location in my state. The person I spoke with told me id have to call back and speak with a different person, when I wait half an hour on hold just to hear this and then it was business close by that time. I cant even close my account because I have $2822.06 still in the account I need to access. This is horrible business practices its like they want to keep my money. I shouldnt have to pay for another card and wait another two weeks totalling a full month.Desired Settlement: I would like them to expedite a card to me, which I shouldnt have to pay another card fee or the expedited fee, and an apology for the awful customer service ive received during my many calls to them. This serious grievance has cost me two weeks already of not being able to access my account causing me to fall behind on rent and bills.

Business

Response:

This response is to acknowledge receipt of

our cardholders communications received from the Revdex.com,

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

complaints very seriously.

In the interest of protecting our

customer’s confidentiality, we have contacted [redacted] via separate

notification to address his concerns.

If Mr. Miller has any further questions, he

may contact our Customer Care Management team by calling [redacted] Ext. [redacted] Monday - Friday between 8:00 AM and 11:00 PM Eastern Standard Time.

Sincerely,[redacted]SVP, Chief Compliance Officer

Review: Higher One has a poorly designed website. Somehow it has its own caps lock issue that afflicted putting my password into to its full website on my android phone. Like [redacted] mobile devices caps lock must be double tapped.

Furthermore, there website is lacking in after hours resources such as a working password reset, a functional phone number and email verification system, and the fact I need to find a computer to reset my password now. Since [redacted] was bought by this company I am forced to use them. So it is imperative that their services are reachable 24/7.

Yesterday I signed up for an account and tried to verify my email. No first email was sent, thus I requested another. Still nothing, now im stuck with no one to call.Desired Settlement: Make your website conducive to mobile devices. None of this back and forth between the full site and mobile site. Also provide a way without a [redacted] to change my password AND verify my identity. It should never take 24 hours to do so. Actually send me a verification email too. Have adequate contact information 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 does not seem to care about their customers, especially the ones that has been with them for years. I have been with them for 5 years. There was an incident recently that I dont feel like was investigated properly. I allowed someone to use my debit card to make what I thought was a one time payment. A few months later, imagine my horror when I went to pay bills and I had a huge chunk of money missing($827). The company([redacted]) that I made the payment to on behalf of someone else, withdrew another payment. They were giving me the run around about crediting the money. Next I contacted my bank, assured they would protect me in this situation, I was wrong. Upon first contact the rep was really nice/helpful and informed me of the process for disputing the transaction. A week or so later I received an email from Higher One stating that their investigation was complete and they found that I benefited from the services/and or authorized the charges. They further claimed that the information on the [redacted] account matched my information. All the information from their "investigation " was completely false. I called and spoke with rep by the name of [redacted], whom was rude. She informed me very nonchalantly that there is nothing else they can do for me. She said that I could access the documents that was used to make the decision through my online account. None of this make sense to me. There is nothing that attaches to that account other than the fact that I allowed someone to use my card to make a payment, several months prior at that! To add insult to injury a few days later I get an email saying they were closing my account due to being a high risk, and worse of all, I received this email a day prior to my direct deposit being placed in my account. So not only am I out of the money that was previously taken out of my account, I now have to wait on my pay being sent back to my employer and then who knows long that will take and what the process is. This has been very time consuming and stressful for me.Desired Settlement: I would like for the unauthorized transaction in the amount of $827.17 to be refunded back to me, via check since my account has now been 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.

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

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

Sincerely,

SVP, Chief Compliance Officer

Review: I am a graduate student that receives receives refund checks every quarter (8 weeks) I called Higher One informing them that I had not yet received this quarter's check, their response to me was to wait an extra 10 business days to see if the check would come to my house or not. I asked why I should have to wait an extra 10 business days on top of the 10 business days I had already waited for this refund check to arrive. I received two refund checks, the first one I receive on Monday (3/3/2014) which I immediately deposited, on (3/6/2014) I received another refund check for the same amount. I called Higher One asking what I should do with the second check since I already had deposited the first one. They informed me after speaking to 6 different people within an hour that they had already cancelled the first check I received on Monday (3/3/2014). When I asked if they could just cancel the second check I received on Wednesday (3/6/2014), they told me without any explanation that they could not cancel the check received on Wednesday (3/6/2014). Higher One also did not tell me that they would be sending a replacement check while I was still waiting for the first check to arrive. I was told by a Higher One customer service rep that they would send out another check after I called and let them know that I still had not received my first original check from them. As a result of Higher One's poor communication skills with it's customers I am now being charged $5.00 fee by my bank USAA, in order for Higher One to get the first refund check back.Desired Settlement: I would like for Higher One to refund me my $5.00 service fee so that they could receive the first check back. I also would like to have future refunds deposited straight into my 3rd party bank account which is serviced through USAA.

Business

Response:

Dear Ms. [redacted],

Review: I am a current student at [redacted] and recently received my tuition refund on my Higher One card. I went to the website to see where I can withdraw money for free without being charged a fee. It clearly states on the Higher One website that the ATM in [redacted] at [redacted] is FREE! F-R-E-E! However, I was still charged a $1.50 fee for the transaction! You should not advertise that the ATM is free for all Higher One accounts and then turn around and charge STUDENTS fees for using the Higher One ATM with their Higher One Account! I plan on notifying the FTC as well because this is deceiptful!Desired Settlement: I want my $1.50 refunded to me and I want the ATM to be exactly as it is advertised - FREE for Higher One accounts!

Business

Response:

Dear Mr.

Review: Higher One subsumed the debit card services division of Sallie Mae, the company that once issued Financial Aid refunds via debit card to the College of San Mateo. On June 28, 2013, Higher One issued a debit card with Financial Aid disbursement funding of $200 to a Santa Cruz, CA address.It was because Higher One did not verify my current address information with the College of San Mateo, an unauthorized third party gained access to the PIN and debit card and spent the money. There is an investigation with the County of Santa Cruz and the police number is 13S-XXXXX.Higher One shifted the blame onto me insisting that I spent the $200 and was harassing the company to get more money. However, Higher One aided and abetted identity theft by sending a debit card with my personal information to another address without verifying the information. When I contacted the company to straighten out the problem, none of the customer service representatives were willing to work towards any solution. To date, Higher One has refused to release any information about what happened to the $200 Financial Aid disbursement.

Product_Or_Service: Debit Card

Desired Settlement: DesiredSettlementID: Refund

Higher One can refund the $200 to me and send it to my current address within 30 days.

Business

Response:

Business Response /* (1000, 5, 2013/07/29) */

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 with an anticipated refund in the amount of $200.00.

Our Customer Care Manager [redacted] has attempted to call you by phone to provide personal assistance regarding your concerns. Unfortunately, we have been unsuccessful in reaching you. Please be assured that your concerns are very important to us and we would like to ensure that they are properly addressed.

Our research indicates a refund in the amount of $1,024.00 was sent to a debit card, however, the funds were returned and the card was closed due to identification failure. On 07/10/2013, there was a refund check mailed to you in the amount of $896.00. As of 07/25/2013, this check has not been cashed.

The difference between the returned funds of $1,024.00 and the $896.00 refund check is $128.00. Unfortunately, our records do not reflect a payment in the amount of $200.00.

We would like the opportunity to personally speak with you so that we can gain clarification into your concern and assist you with a resolution.

At your earliest convenience, please call [redacted] directly at XXX-XXX-XXXX, ext. [redacted] She is available Monday through Friday between 2:00 pm-12:00 am Eastern Standard Time and is eager to discuss this matter with you. If more convenient, you may speak with a Specialist by calling XXX-XXX.[redacted] ext. [redacted] Monday-Friday, anytime between 8:00 a.m. - 11:00 p.m. Eastern Standard Time.

We apologize for any inconvenience this may have caused and look forward to hearing from you so that we can assist with any unresolved concerns.

Sincerely,

Sr. Director of Customer Care

Review: Account that I did not want

My school is now using this "bank" to distribute refunds of financial aid. I never gave this bank any personal information nor did I or do I want to do business with this bank. I was supposed to get a card in the mail which would allow me to set up the direct deposit back to my bank again. not only did I not get this card at but I had to jump through hoops to gt another card sent to me because my first card somehow disappeared in the mail. This delay would not normally be an issue but Higher One had already received a refund from my school and there was no way for me to access it. In order to set up direct deposit I have to jump through a a bunch of hoops including mailing in a direct deposit form (and deal with the time snail mail takes or fax). My refund was issued to this "bank" on July 5 and I have still not received my refund on the 23 of July. This bank that I am forced to deal with is holding my money hostage because I did not choose to use the heavily fined cards. If I could cancel all dealing with this bank I would but because I do not have this choice the best I can do is strongly recommend anybody reading this to stay clear.Desired Settlement: I want my money with no more hoops to jump through.

Business

Response:

Business Response /* (1000, 5, 2013/07/26) */

Dear Mr. [redacted],

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

Please accept our sincere apology for the inconvenience you experienced with receiving your card and with the refund selection process.

Our records indicate that you have successfully completed the refund process at this time.

Your refunds were sent via ACH transfer to your bank account on 07/25/2013.

We are eager to restore your confidence in our company and want to ensure that you have a positive experience with Higher One.

If you have any unresolved questions or concerns, please feel free to speak with a Supervisor by calling XXX-XXX-XXXX ext. [redacted] Monday-Friday, 8:00 a.m. - 11:00 p.m. Eastern Standard Time.

We apologize for the frustrations you experienced and thank you for providing your valuable feedback.

　

Sincerely,

Sr. Director of Customer Care

Consumer Response /* (2110, 7, 2013/07/30) */

(The consumer indicated he/she ACCEPTED the partial settlement response from the business.)

I have received my money but I am still being forced to deal with this bank despite never choosing to do business with them

I dropped a class on 1/30/16. 18 days later Higher One still has not verified my bank account so that I can get the refund. I think they are a scam. They hold on to the money as long as possible...delay, delay, delay. If the Universities would process the old way it would have been faster. Looks like everyone benefits except the student.

Review: My daughter is a college student and she has funds that we have been waiting for. The card keeps telling us that she needs to provide two forms of i.d. which we have done numerous times. Then they turn around and deny her id's saying that they can't read them. This last time they denied her social security card saying they couldn't read it then right after that they changed their story saying it was because it wasn't signed. We need this money to pay for college. They need to stop playing games. The semester is almost over. From the other complaints it looks like we are not the only family. I think this company has something fishy. I think maybe the government should look into it being it is the governments money they are trying to take.Desired Settlement: I would like the money put on her Higher One card so we can pay for college. That is what is expected without having to mess around with resending proof that she is a citizen and she is who she is. Her id matches with her social security and I think that is good enough.

Business

Response:

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

Review: Higher One is handling my school's financial aid refunds. I have my refund posted to my account and I was running low on money waiting for a third-party bank authorization form so I decided to take advantage of the in-house checking account. They advertise that they will post the refund to your account the same business day and that you will have access to it. As soon as I had changed my refund to deposit to the higher one account, there was an ID hold placed on my account refusing me access to my funds until I have proven my identity. I promptly uploaded a picture of my driver's license to my account. They state that if you upload your ID before 2pm that day, that your ID will be processed by the close of the following business day. I patiently waited for the second business day to pass before I began calling over and over to see that this issue was resolved. Every non-supervisor customer service agent kept assuring me that it would take 24-48 hours for my ID to be processed. After the 48 hour point, they began telling me 2-5 business days. This is for the first piece of ID that they need, not to mention the wait time if they need any additional information. That's 5 more days. I then was referred to a supervisor that was able to escalate my account because I already have funds posted to the account. She assured me that since my account had been escalated that their goal was to have it done by close of THAT business day. It is now the following day after this close of business day promise. Not to mention, WAY off from the original promise on the website which states, "If you upload your ID information, we will have it process by the close of the following business day." I chose Higher One because of their Same-day delivery of my refund out of necessity and needing immediate access to my fund. No one is concerned by the fact that I have no money to my name besides that refund and that it's a waiting game between them identifying me and me running out of food.Desired Settlement: Get my ID verified ASAP so I can remove all of my funds from your institution.

Business

Response:

Dear Mr[redacted],

Review: I am a college student at [redacted] University. At my school Finacial refunds are distributed through a business called HigherOne who says they are a bank just like any other bank. Normally to get my refund I use direct deposit into another account which is my [redacted] account but still has to go through HigherOne first. I have been recieving my refunds for the past 4 or 5 semesters with HigherOne and have never had a problem until now. Last Thursday I decided to switch my preference for my refund from direct depost which normally takes 2-3 business days to same day deposit through my [redacted] card through HigherOne. Due to the fact that they do not have a branch location I was sent an email saying that I had an ID Hold on my account and that I needed to upload any form of documentation such as a state Id or drivers license to verify that it was me. On Thursday September 5,2013 around 8pm I upload me drivers license. Friday morning the Id hold was still on there I talked to a few representatives that day who explained to me that my drivers license was recieved and that it would take 48 hours to verify it. Monday morning my hold was still there and I had spoke again with several representative who told me I would need to upload my social security card or my birth certificate which I was not comfortable doing, and without those documents it could take up to 60 days to have the hold removed, I then spoke to supervisor [redacted] and [redacted] who both said they would have my hold escalated without the need of my social security card or birth certificate and just use my id I posted Thursday as verification so that it would be looked at first due toThe fact that my refund had already been poste since Friday. I was also told that they would have it removed by Monday night at 11pm. However it was still on there Tuesday, September 10, still with the hold I spoke to supervisor [redacted]I believe that's how you spell it) who told me she would alsoHave it escalated and that she was working with herDesired Settlement: DesiredSettlementID: Refund

(continued). Manager who would have the hold removed and would call me back and I never received a call. Many representatives kept giving me different answers and telling me how busy they had been which I was very understanding about until Wednesday morning, today when I spoke to one representative who explained to me that normally when a hold gets to a supervisor and they have it escalated it only takes 24 hours from then. I just want my refund now.

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 apology for the frustrations you experienced regarding the verification process.

Federal banking regulations require all financial institutions to obtain, verify and record the identity of their account holders. We attempt to verify your identity with the information provided during the online activation process. If we are unsuccessful, we are required to obtain additional information to complete this process. We regret any inconvenience this process may have caused.

At this time, your identity has been verified and the hold has been removed from your account. We appreciate the submission of the requested identification documents.

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

Thank you for your valued business.

　

Sincerely,

Sr. Director of Customer Care

Review: I'm a student, and recently had a class that was canceled at [redacted], of which I paid the school cash for that course, and I was forced to open an account with Higher One Bank in order to receive my refund. I called the bank and tried to get my refund any way that I could that didn't require me to go online and open an account, but was told that I could not get my money unless I opened an account with Higher One. Reluctantly, I opened an account, and it was only to receive the funds that the school owed me. Once I was able to get the funds I closed the account, because I do not, and will not bank with Higher One. After closing the account, I asked Higher One to remove my online profile with my personal information; this was required for me to get the funds. Now they are refusing to remove my personal information from their website. I am requesting help from you to have Higher One remove my personal information from their website.Desired Settlement: I want Higher One Inc. to remove my personal information from their website. There's no reason for them to maintain an online profile with persona information of those who wish to not be affiliated with them.

Business

Response:

Review: I HAVE A HIGHER ONE ACCOUNT THROUGH [redacted]. HIGHER ONE, INC. PROVIDES THE SERVICE. I CONTACTED THEM IMMEDIATELY TO A FRAUDULENT CHARGE IN APRIL/2015. THEY SAID THAT THEIR INVESTIGATIVE TEAM WOULD CONDUCT AN INVESTIGATION. I RECEIVED THEIR FINDINGS YESTERDAY 7/9/15. THE REPORT SAID THAT IT WAS INITIATED BY AN [redacted], USING PHONE NUMBER [redacted] AND AN EMAIL OF [redacted]. I OBTAINED A DIVORCE IN JANUARY/2015 AND MY MAIDEN NAME WAS RESTORED. I CHANGED MY EMAIL ACCOUNT TO [redacted], MY CURRENT PHONE NUMBER IS [redacted], WHICH I HAVEN'T HAD THE NUMBER USED IN THE FRAUDULENT CHARGE FOR AT LEAST 2 YEARS IF NOT LONGER AND I IMMEDIATELY STARTED USING MY MAIDEN NAME IN JANUARY WHEN I RECEIVED MY DIVORCE PAPERS. THEIR INVESTIGATIVE TEAM ADVISED THAT THE CLAIM WAS DENIED AND TOOK THE MONEY FROM MY ACCOUNT. I DON'T UNDERSTAND THAT USING ALL MY OLDER INFORMATION ON THE FRAUDULENT CHARGE AND NOT MY CURRENT HOW CAN THEIR TEAM OF INVESTIGATORS NOT SEE THAT IT IS FRAUDULENT? WHEN I CONTACTED THEM TODAY, THEY ADVISED THAT THE CASE WAS CLOSED.Desired Settlement: I WISH TO HAVE THE CHARGE OF $59.99 DEPOSITED BACK INTO MY ACCOUNT. THE FRAUDULENT CLAIM WAS INITIATED BY US IDENITY.

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 used my student LACCD Higher One Debit Card to receive my financial aid disbursement from the Federal Government as a student and to pay my income tax to the IRS and the online tax service. The past month Higher One has sent me emails claiming there was an over draft on my account related to these payments. This month I received a letter from IRS that despite Higher One's claiming to have paid the bill (Resulting in an overdraft) they in fact did not receive the full payment from Higher One of $210.00 and therefore had counted my payment late and added on penalties and interest to the original payment and since the payment was made last day of April they counted it as being 2 months late for April, May and now June, which has further damaged my credit history affecting me as a student and also a struggling [redacted] teacher whose business credit is tied to my personal credit.On reviewing my statement online I further found that Higher One charged me outrageous fees $2.50 for checking my account Balance, ATM transaction fees 9 times in April, eating away at my Financial Aid from the Federal Government and Student Loans which looking over my statements I see happened multiple times since I received my Higher One card, and then trying to charge me for an over draft on charges that the IRS claims were not fully received resulting in a delinquent tax bill for me with penalties and interest. Now Higher One in its emails is threatening to access a $50.00 late fee and damage my chex systems report in an attempt to collect an overdraft.

Desired Settlement: DesiredSettlementID: Refund

I would like Higher One to re-imburse me the $286.00 that I tried to pay through their card to the US Treasure department and Online tax service, as well as the outrageous $2.50 transaction charges for checking my balance or withdrawing from an ATM and to recall any negative information they have sent to my chex-systems report - for the trouble and inconvenience I have been caused and having to finish paying the IRS and deal with any negative credit reporting.

Business

Response:

Business Response /* (1000, 5, 2013/06/28) */

Dear Mr. [redacted],

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

We are sorry for the confusion and frustration you experienced regarding your payment to the US Treasury and the ATM fees assessed to your account.

We understand our Supervisor [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.

Our records indicate that the transaction to the US Treasury in the amount of $210.00 posted to your account on 05/01/2013. Since you mentioned that the US Treasury does not show receipt of payment it may be helpful to print a copy of your April 9, 2013 - May 8, 2013 statement and provide them a copy.

Though the Non Higher One ATM fees are valid, we value your business and have credited your account $17.50 for seven balance inquiry fees as a one-time courtesy.

It may be helpful to know that we offer banking products which might be better suited for your spending patterns. You can read about our products by selecting the Account Choices submenu located under the OneAccount tab from your homepage.

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

We apologize for any inconvenience this may have caused and certainly want you to be happy with your refund preference.

If preferred, your school offers the option to have refunds deposited into a third party bank account by changing your refund preference to 'Deposit to Another Account' under the Refunds/Refund Preferences tab.

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

Sincerely,

Sr. Director of Customer Care

Review: CREDIT DISPUTE DENIAL FOR NO REASON. uN WILLING TO HELP CUSTOMERS

I made a dispute on my card for two different purchases of service from a mechanic that did not GIVE ME the Service that was agreed upon WHICH FALLS UNDER A DISPUTE OF SERVICE NOT RENDERED ( please read my account for dispute details) I also used another bank to pay this mechanic and I was approved because of the illegal actions he did to my scooters and the Work he did Was SERVICE NOT RENDERED! Higherone Does not look out for there customers and I have my work do direct deposit to this account and this all comes to a stop today I was denied money I should have been approved for! I will never use higherone again I have been lied to by customer service and I was promised sometime ago I would get a 50 dollar gift card for having direct deposit and never got it!ALL higherone said was because I gave him permission to use the card its ok AND At the time He swiped it YES I thought he did his Job and not intentionally broke things on my scooters IF I KNEW THAT HE WOULD NOT HAVE HAD MY PERMISSION! Desired Settlement: I want my money back all of my disputed money back RIGHT now It falls under service not rendered HIGHER ONE needs to stop being cheap And help there customers I was screwed and I should be able to feel safe with my money at higheone and I dont at all anymore. MY Money is not protected with my account with higherone.

Business

Response:

Business Response /* (1000, 5, 2013/05/31) */

Dear Mr. [redacted],

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

We apologize for the confusion and frustration experienced regarding your denied claim.

In your specific case, the transaction was authorized as you had provided the merchant with your card number and your account or card information were not stolen. In situations where there is an issue with the service rendered or product received, we recommend that you contact the merchant directly to dispute the transaction.

We value your business and welcome the opportunity to assist you should you have any additional questions or concerns.

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

We apologize for any inconvenience this has caused.

Sincerely,

Sr. Director of Customer Care

Consumer Response /* (3000, 7, 2013/06/04) */

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

Its the same [redacted] they said the first time.... Service was not rendered! I am allowed my money back he basically stole my money with his service I want my money back or I am callinga lawyer I called the mercent and he said " I dont care" I used other cards of pay ment and I got all my money back because service was not rendered! !!!!!!!!! All my money will be gone by the end of the day from higherone and the account closed I hope someone sues the [redacted] out of higherone o wait this company is shaddy and already in court

Business Response /* (4000, 9, 2013/06/06) */

Dear Mr. [redacted],

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

Our Resolution Manager [redacted] has spoken with you by phone in an effort to review any unresolved concerns you may have regarding the denied claims. We regret to hear that you were not satisfied with our explanation of your claim details.

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

This conclusion was reached after reviewing all of the available facts regarding the reported transactions on your account and within Federal Banking regulations. Unfortunately, we have no credit rights with this transaction and are unable to recoup your funds.

If you have additional questions, you may contact Rebecca at your earliest convenience at XXX-XXX-XXXX, ext. [redacted] She is available Monday through Friday between 8:00 am - 5:00 pm Eastern Standard Time. Alternatively, you may speak with a Resolution Specialist in our Call Center by calling XXX-XXX-XXXX ext. 5091 Monday-Friday, 8:00 a.m. - 11:00 p.m. Eastern Standard Time.

We hope this information has been helpful.

Sincerely,

Sr. Director of Customer Care

Review: The bank has took money from my account and then alleges that the check bounced. I sent copies of the cleared check. That still wasn't good enough. I even had a senior supervisor, [redacted], to call my bank and verify with myself online and they also told her that the check cleared. They still refused to issue my children their child support money. On top of that, they refuse to speak with via telephone. No one returns my calls or have engaged to get this resolved. They cannot take money from my children(that's who the money was from) and hold it when they know that the check cleared on 10/1/2014. This is unethical practices. At first they indicated that my money would be given to me on 10/6 and now they have changed it to 10/9/14. I NEED MY MONEY!! THE CHECK HAS CLEARED!!! I have spoken to 23 people about this in that office and no one can give me answer regarding my money.Desired Settlement: I want my refund by 10/7/2014. The next step is to contact the FDIC and file a formal complaint.

Business

Response:

Dear [redacted],

Review: I am a victim of identity theft. I called Higher One inc to inform them that someone used my information to open a student bank account thru their establishment to receive funds from a student Loan refund from [redacted] University who is aware of the Fraud and the case is now under investigations. Great lakes is also investigating the case and is a service loan company that processes the loan for the University. Great Lakes confirmed that Higher One Inc. is the bank that opened the account under my name for the student/Perp. I called Higher One Inc Fraud department today to obtain information as to who used my social and name to open the account and they refused to release any information. I also asked them what was the required documents to open an account there and they stated a copy of an original social security card and a state ID. from what I gathered Higher One Inc failed to take the correst Security measures to confirming the identity of the person in question. I provided my personal information to them, my email, cell phone and address at which it did not match their records. Higher One Inc stated that they would have a supervisor call me back and send me an email with instructions on how to go forward with my claim and they never sent me the email nor did they call me.Desired Settlement: I am requesting that I receive full records of the application that was processed with them with all information regarding my name and social security number in writing via email and in letter form to my home address which they already obtained from me today. I am also requesting that they close this account completely without having my personal information on their records at which I would want that in writing as well. And I would like to speak with their Supervisor from the Fraud Department by phone call.

Business

Response:

Dear [redacted],