Higher One, Inc.

Review: I'm a Full Time college student and I applied for financial aid because I am in need. However since I took 10 courses over the fall and spring I ran out of financial aid and had to pay for my own summer courses. When I decided to take the summer off I dropped my summer classes and the college issued me a refund. Higher One charged me $60 in fees and gave me the remainder. I didn't know that I would be charged so many fees on a College refund card. Obviously since I am on financial aid I don't need a card that is going to charge me 60 in fees. I called customer service and the first person transferred me and then the person she transferred me to hung up on me. So, I had to call back, wait on hold and talk to someone else. The last person I spoke with stated that they didn't have overdraft or didn't allow overdrafts yet they charged insufficient fees of over $30. I was not told about these fees and the company that attempted to withdraw money from my account twice I had already given them a new payment method but they didn't use it until the third attempt at billing me. I was waiting for my refund to pay for my bills over the summer and now over 60 dollars has been taken.Desired Settlement: Reverse the fees on my account. I'm already in a bind and I need the money to survive on until the fall.

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 school released my funds to my bank account on January 20, 2016. I had to call to confirm this because this "bank" was claiming that they cannot give my money to me until "all paperwork was received". As I just mentioned it was. I borrowed this money and need to pay it back in the end. I also need it to get the things necessary for me to be successful in school. Higher One has not put my money into my account 7 days later.

This isn't the first time. They are consistently late with the financial aid payments with the same exact untrue excuse. They advertise this as "same day deposit" so it needs to be same day. Not only that, but when my account was overdrawn 4 dollars, they made a point to send me an email about it every single time I went to check if my refund was deposited. If they can do that then why not just put the money in the account? It was more than enough to pay off 4 dollars. It isn't fair that I have to be behind my semester by almost 4 weeks before I can buy my books because these people are holding the money which I borrowed and need to pay back. That money was supposed to pay for childcare, my books and other necessities for my classes.Desired Settlement: I want this bank to do what it advertises it will do. Deposit my funds into my account and stop holding on to them. I had already been approached by other students to file legal complaints. If these shady practices continue I guess they have a point. Letting us use our debit cards (which is what they are labeled as) as debit cards without charging us .50 per transaction would be nice too, but I realize that's a stretch.

Consumer

Response:

The dispute with this company has been resolved as I have received my refund finally. Thank you very much

Review: On Saturday night my card was refused service. I logged on to website and say that everything was "unavailable and please try again in 10 mins.". This was very embarrassing as I have money on my account. I couldn't use my account for the entire night. Thank God I had cash. They have no customer service on the weekend which is fine. However, when I am denied access to my money and have no way of contacting anybody of what is going on with my money this is unacceptable. If I fail to keep a positive balance, they would charge me immediately. All I wanted was an answer for them holding my money hostage. I complained on their [redacted] page and received a canned response that had nothing to do with this issue. I kept complaining until I received a personalize response and they told me it was a card issue. When there are other complaints about Higher One not letting other use their money. This is a complete breach of our business agreement.Desired Settlement: I would like to know why their customer service dept is so lacking. I can't contact them in case of emergency and they don't even read the issues. I want to know why there was a service outage. I want to know why they failed to keep their side of our business agreement after years of service. I want to know why they feel they can keep my money and not tell me why.

Business

Response:

Dear

Mr. [redacted],

We

have received your letter from the Revdex.com and appreciate the

opportunity to respond.

We

apologize for the frustration you experienced regarding your funds

availability, as well as the misinformation you received regarding the reason

you were unable to access your funds.

The

evening of December 6, 2014 our banking server encountered an error when

attempting to communicate with [redacted]. This resulted in increased

spending limit restrictions for our cardholders, and caused your card to be

rejected. We apologize for any inconvenience this has caused you.

We

are pleased that your card functionality has been restored, and would like to

assure you that your correspondence with our Customer Care department will be

reviewed for quality assurance.

A

Customer Care Manager has attempted to reach you via telephone and via email on

December 8, 2014 and again December 10, 2014; however has so far been

unsuccessful. If you would like to discuss this matter further, please

feel free to contact or Supervisor line directly by calling ###-###-#### Monday through Friday between the hours of 8:00 AM and 11:00 PM EDT.

Sincerely,

Consumer

Response:

Review: [redacted]

I am rejecting this response because: They accused me of having NSF in my account and they never addressed the issue of their CSRs blaming me for the error or straight up denying it happened at all.

Sincerely,

Business

Response:

Dear Mr. [redacted],

We have received your rebuttal to our Revdex.com

response and apologize that you found it unsatisfactory. Per your

request, we have sent further correspondence to you via [redacted] Incident # [redacted].

If you have any further questions or concerns, please do not

hesitate to contact me directly at ###-###-####.

Sincerely,

Review: I tried to transfer money into my higher one account from another bank. Higherone said they could complete the transaction because the account information I provided was incorrect. However with that same account information they wetter e able to make deposits into my account to verify the account. They can't answer how they can access my account but can't transfer money. And my account was also placed on a security watch list as well. And no one seemed to know why. Or how to get my account off of the security watch list. Because the transfer I set up never went through I have incurred overdraft fees for a transaction I was trying to fund my account for. I've been going in circles with their customer service with their automated responses and have gotten no where.Desired Settlement: Dismiss fees my account has occurred surrounding this incident

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 difficulties you experienced with setting up external transfer accounts.

You have the ability to deposit funds from another checking or savings account, which is in your name, to your Higher One Account. This is referred to as 'funding' your Higher One Account. Unfortunately we can only accept transfers to your Higher One Account using a standard bank account – prepaid debit cards and credit cards are not supported for Higher One transfers. Due to this fact your transfer in was rejected and your account was placed on the Security Watch List.

The statement you sent us from your [redacted] Serve card, account ending in [redacted], does not match the information we requested regarding the bounced transfer account – an [redacted] card ending in [redacted] that you provided to us via EasyHelp ticket # [redacted]. In order to remove you from the Security Watch List you would be required to provide the most recent statement from your [redacted] card ending in [redacted]. However, if you prefer your account to be closed at this time we would be happy to assist you with that as well.

We apologize for the miscommunication regarding your account. As a courtesy we have refunded you two overdraft fees of $38.00 each and an additional $5.95 to bring your account to a positive status.

We have sent you an email via EasyHelp incident number [redacted] in regards to how to proceed with your account. Please reply at your earliest convenience and we will address your concerns promptly.

In the interim, if you have any further questions please do not hesitate to reach out to a Supervisor with any questions or concerns regarding this process. You may reach a Supervisor directly by calling ###-###-####, 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. I would like to move forward with closing my account. The necessary steps can be sent via here or my email.

Sincerely,

Review: I am a student at [redacted]). [redacted] deposited a refund due in a Higher One account. Since I was not interested in using their card, on November I asked Higher One to close the account and mail me a check for the amount of $2143.00 (on November 22)and the check was not received. In December I inquired about my check and they said they canceled the previous check and a new one was on the way. Never received. On January 2nd I called again and asked where my check was and they stated that the check had not been canceled (in other words, they had lied about it being canceled), but they would immediately take care of it and "escalate" the issuance for me. As of today, January 24, I have not received the check and they are unable to tell me when the next one is going to be sent. They claim it takes 4-5 business days for them to issue the check, and 7-10 business days for it to be received in the mail. This means it will take another month before I can hope to receive it ASSUMING THEY ARE NOT LYING. We asked them to send the check with a service that would allow us to track it, and they said it was not possible. It is a shame that a company that purports to be "servicing" students is actually ripping us off by holding our cash hostage and profiting from it. Meanwhile, I have incurred several overdraft fees on my bank account because I was promised by the company that a check was forthcoming. I also incurred finance charges on my Visa because I could not pay the balance and finance charges on my tuition because I could not pay the entire semester fee.Desired Settlement: $2143 - amount pending from the [redacted] refund $132 bank overdraft fees $20 [redacted] finance charges$22 Visa finance charges Total refund requested: $2317 I also request that any information Higher One has on file, requested from me in order to have access to the account, including copy of passport, driver's license and soc. security card, be eliminated from their accounting system, as it poses a risk for identity theft. Also, no future refund by [redacted] should be routed through Higher One.

Business

Response:

Dear Ms. [redacted],

I would NEVER recommend this company. I had an account with them in 2011 which had a $65 overdraft fee. This year I went back to school and had my refund deposited into the account which cleared the past due balance. After ordering and paying for a new card the company closed my account and stated I have to reopen the account with them when my card comes in. Keep in mind they still have my money and it's a week later and no card has arrived.

Review: I recently filed a dispute for a $250 charge on my debit card. I purchased a washer and dryer set and paid $250 down, the set was to be delivered the next Friday however it never came, the merchant said there was an issue with the set I ordered and they offered a replacement. I declined and said I either wanted a refund or the set I ordered. Long story short I have been waiting for over a month and the merchant keeps offering different sets or promises to deliver the set I ordered but never does. Bait and switch. I have filed a dispute and a police report.

This is where Higher One comes in. When I called to file my dispute I was informed that my claim is definitely a valid dispute, anytime a cardholder buys something but doesn't get what they ordered its a dispute.

I was assured that I WOULD receive provisional credit of $250 within 10 Days and that it could take up to 90 days to resolve the dispute completely. I would receive an update within 10 days as well.

Well 10 days past and no provisional credit. I have since called 8 times! The only communication I got was a generic email saying they are still waiting for the merchant to respond. Like I said I have called at least 8 times, every time asking where my PROMISED provisional credit was. Each time I'm told that they'll put a note in and I'll receive a response within 24 hours. NEVER get a response addressing my issue. All their response says is "we are actively working on your claim".

It has been a month since I have opened my dispute. I am out $250 and don't have the washer and dryer set that I ORDERED! I have given Higher One everything they have asked for including a police report but that's not good enough. They now tell me it will take 90 because the merchant isn't responding, no crap, do you think a thief would respond!!!!

No provisional credit of $250, no one ever answers me questions, can never talk to a claims investigator directly. HORRIBLE SERVICE... LIES and no CUSTOMER SERVICE, [redacted] terms and conditions says I an entitled to provisional credit and quick dispute resolution....Desired Settlement: I want my $250 provisional credit or I want my dispute granted and my $250 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: On Feb 4, 2016, I went to use the ATM at my school to withdraw some of my student loan funds. The machine was out of service, and had been out of service for at least a week. I called Customer Care and, after determining that it was quite a distance to the next closest ATM owned by Higher One, I was given permission to make my withdrawal at my personal bank on a one-time basis. I was told that I could make this withdrawal without incurring any fees. Due to the late hour, I waited until the following day to make this withdrawal. Since I was using a debit card that did not belong to my bank, my account was charged a fee for using that ATM. Higher One also charged me a fee for using an ATM that they did not own.

I emailed this information to Higher One, but my complaint was promptly closed with a status of “satisfied.” Since I was in no way satisfied, I emailed them again. That complaint was also promptly closed with a status of “satisfied.” I phoned Higher One and, after spending almost an hour on the phone, was able to get the fee from Higher One refunded to my account. I was told that they could do nothing about the fee charged by my bank. I took the matter all the way up to a manager, who told me the same thing. This last person I spoke with "read" me the transcript of the call on 2/4, where it was "mentioned" twice the Higher One was not responsible for any fees charged by a bank. That was NEVER said to me!

I reminded every person I spoke with that I had been assured that I could make that withdrawal with no fees, that my bank had charged a fee, and that their statement to me gave me every reason to believe that any fees incurred would be refunded to my account. When the manager refused to fix this, I demanded the phone number for the corporate office, I was provided with a phone number, but it was not to corporate office but to a product solicitation site. (“You have been chosen to receive a [redacted] gift card! Press 1 to confirm this.” “You have been entered to win a free weekend getaway! Press 2 for further detail.” And the list goes on.)

I called back, again demanding the phone number for Higher One’s corporate office. The phone number that I received this time went to a second solicitation site. I called back one more time and received the phone number to the corporate office. (At this point, I had spent close to 2 ½ HOURS on the phone with Higher One!) However, this phone number was answered by a computer, and I had to provide either an extension number or a person’s name for my call to be routed. There was no directory, and I was never given the name or extension of the person I had to speak with. I will be SO glad when I can say that I’m done with Higher One! (I asked about closing my account and getting a check mailed to me for the balance in my account. That process can take up to six weeks, and I can not wait that long for my money.)Desired Settlement: Higher One did refund the fee that they charged to my account, but they refuse to refund the fee charged by my bank. Due to their assurance to me that I would incur NO fees, this bank fee needs to be credited to my account, or mailed to me in a paper check.

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 ###-###-#### Monday - Friday between the hours of 8:00am

- 11:00pm EST. Sincerely,

Tami

T[redacted]Vice President,

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. I appreciate your assistance.

Sincerely,

Review: Higher One sent me a refund check for my financial aid in February, 2015; however they sent it to my previous address, [redacted]. The check was forged and cashed. Higher One advised in order to pursue this and to obtain my check, I would need to complete and send a notarized forgery affidavit. A part of the required paperwork was a copy of the front and back of the cashed check, which I provided. I faxed and mailed the requested paperwork to them the end of March, 2015. I repeatedly followed up via email to Higher One asking the status of the claim, to which they continually replied they sent the forgery affidavit to the bank and have received no response.

I called Higher One on Friday, September 25, 2015, roughly 6 months after I have provided them with this information. I spoke to RJ at ###-###-#### who advised the bank has not responded. I asked him for the contact information for the bank. He advised it was the [redacted] at ###-###-####. I called the number and it is a bank but it was not [redacted]. I gave them the routing number and account number from the back of the cashed check and they informed me that is not their bank's routing number.

I called Higher One back and advised them I needed my $548 financial aid check and have been waiting 6 months for it; we needed to come to a resolution within a week or I was going to the Revdex.com. Jose advised I need to speak to a specialist and put me on hold. I was on hold 30 minutes then disconnected the call.Desired Settlement: I want them to send me my financial aid refund of $548 to my correct address, [redacted] as soon as possible.

Business

Response:

Review: To begin with, the problem is two-fold, one of them which is concerning the security of the account. I had an account with Higher One since 2008. Sometime around September 22, 2012, I have checked my account and have seen that someone made a request for $200.00 to be deposited into my account, from my [redacted] Credit Union. I called Higher One to inform them of this error. When I called them, they went ahead and placed the account on hold, while we settle the issue. When they asked me how it happened, I informed them that I was at work at 9:14pm, on September 21, 2012, the time that the incident occurred. I provided them with the time-sheet, proving that I was scheduled to work at [redacted] on that day. During further questioning, they wanted me to call the authorities to file a report that someone gained access to my account, in which makes no sense, since I do not know who went into my account while I was at work. I also informed them that no one has access to my account or card, although me and my sister send money to each other through Higher One's "Send Money" Feature. In the end, I ended up paying $107.00 to cover the fraud that happened on my account. In addition, I had to pay my [redacted] Federal Credit Union $35.00 to cover the overdraft (In which I was credited the $35.00 by [redacted]). In which, Higher One has denied the claim because they informed me that the information is conflicting, although my sister never had access to the account information on her end, and I do not know who went into the account.

The second complaint is the fees. Higher One needs to change their fees. The reasoning being is because of the fact that in order for a person to withdraw their funds, they can only do it [redacted]. The issue is that when the school is closed, I had no choice but to go to another ATM, in which Higher One charges me a $2.50 transaction fee in order for me to withdraw the funds. The only problem is that since the ATM is only in a few places, the fees usually consumes a portion of student's refunds and work study earnings. Also, when I asked them about adding more ATMs to avoid the fee, they informed me that it "depends on location and other factors", The most unusual thing about their reasoning is that for their other accounts (Such as the [redacted]) for students, you can withdraw from multiple ATM (All Point ATM) free of charge, but not the One Account. In addition, another fee that they have is the merchant pin-based transaction fee, in which they charge $0.50 cents for the fee, and their lost card fee. These fees are unacceptable because of the fact that all banks do not charge a fee to use debit, or when a card is misplaced, lost, or damaged (with the exception of [redacted], they charge $5.00).Desired Settlement: The resolution to the first issue is for them to issue a refund in the amount of $107.00. The reasoning behind this statement is because of the fact that due to the security breech on my account (in which they issued a fix), I had to pay $107.00 (Higher One removed this amount from my paycheck) in total due to fraudulent use of my account that occurred while I was at work.

The resolution to the second outcome is for them to change their business practices, especially when it comes to cards. No one should have to pay $20.00 to replace a damaged or lost card.

Consumer

Response:

The account in question, previously had a different account number. The current account number that was given, is the new one that Higher One has given me after the incident.

Business

Response:

Dear

Ms. [redacted],

We

have received your letter from the Revdex.com and appreciate the

opportunity to respond.

We

apologize for the frustration you experienced regarding your 2012 denied claim,

and the fees incurred on your [redacted].

Upon

further review of your claim it has been determined that no error has

occurred. If you feel that your funding account at [redacted] FCU was compromised it is advised that you contact that institution to file

claim documentation. As a courtesy, we have refunded the $7.00 returned

item fee you incurred for the bounced eCheck.

Our

fee schedule is always available for viewing by logging on to [redacted], signing into your

account, and choosing the ‘Fee Schedule’ link located in the Customer Service

tab. This link offers information regarding the many ways [redacted] holders can avoid getting charged a fee. As a onetime courtesy we have

refunded two pin-based debit card fees and one non-Higher One ATM fee, totaling

$3.50, which is the total you incurred over the last three statement cycles.

If

there is anything else we can do to help you, please do not hesitate to contact

us by calling the toll-free number listed on the back of your card between the

hours of 8am and 11pm EST (Monday-Friday). We would be happy to assist you.

Sincerely,

Review: I made a purchase where I did not receive the merchandise, I was unsuccessful with contact to the merchant, so I filed a claim with Higher One since it was their card I used. I filed my complaint on 9/18/2014 and was informed I should receive a provisional credit within 10 business days while the transaction is being investigate. I have contacted Higher One on several occasions and am given different stories each time.Desired Settlement: I request that the credit of $437.15 be applied to my higher one account immediately.

Business

Response:

Dear [redacted],

Review: After having an account for over 8 years, this company decided to freeze my account without notice and proper communication, they would not supply reason. After contacting the comapny 16 times and speaking with supervisors nermous times, they stated my account was closed, however, they frooze my funds for over 2 weeks stating they mailed a final check to my residence and it would arrive within 5-7 business days. the check did not come for 14 days and then there was a hold on the check. The falsely gave the wrong information and did not address the concerns I called in refernece to, at the time of the first week of calls, they told me they had no answer to why my funds were being held and they would further notify me. They did not approaitely handle this nor did they give me access to my money, that they decided to freeze my funds without knowledge without access to anything. I logged online to access my account and they put a $99,000 withdraw on my account so I couldn't use it. I did not do anything per their policy to be treated this way.Desired Settlement: For all the fees of charges to my account because of this freeze, the Manager crdited me $190 of the fees however because of this hold and inconvience I would request the return of the fees they charged me due to their holding on my account and my money. I went through hours of contacting the company with no resolution, false promises and information for 2 weeks straight.

Business

Response:

Dear [redacted]

We have received your letter from the Revdex.com

and appreciate the opportunity to respond.

We are writing today to provide further clarification of the

events surrounding your account closure.

On September 15, 2014 Higher One contacted you via [redacted]

to inform you the decision had been made to close your [redacted]. Unfortunately due to pending transactions the

account was unable to be closed until September 25, 2014. The check for the remaining funds was mailed

to the address we have on file and was negotiated by you on October 6, 2014,

seven business days after final notice of account closure.

On September 24, 2014 you spoke to our Customer Care Manager

[redacted] who explained the validity of the fees that had been charged to your

account and refunded $190.00 (five $38.00 insufficient funds fees) as a

courtesy. We are unable to provide

further refund credits as the fees accrued are valid fees as they occurred

prior to Higher One taking steps to close your account.

We apologize for any inconvenience this has caused, and

thank you for your patience in this matter.

If you have any further questions regarding this or any other concern

please do not hesitate to reach out to us via [redacted] or by calling Supervisor

line directly at ###-###-#### Monday through Friday between 8 AM and

11 PM (EST).

Sincerely,

Senior Director, Customer Care

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Sincerely,

Review: I currently hold an account with Higher One Inc and I don't know how. I never signed up for an account. I called and was placed on hold for an hour allegedly waiting for a supervisor to answer the line.

September 26th 5:10 pm [redacted] center: [redacted] answers the phone and asks for my first and last name. And I tell her that I attend the community college of [redacted]. She also asks for my date of birth and the last four of my social.

I ask if she can see both accounts. She says yes. One is open and one is inactive.

I asked [redacted] to identify the accounts and she negleted to do so. I asked for her to mail me my account information. She still refudsed to do so.

She placces me on hold , and says that she will be transfering me to a supervisor. I ask [redacted], "[redacted] why aRE YOU TRANSFERING ME?" I didn’t ask to be transferred. She says that they need to verify other information . (she has already verified all the information)Desired Settlement: I would like to communicate and find a resolve regarding the misleading business practices and the god awful customer service.

Business

Response:

Dear Mr. [redacted],

Review: My University ([redacted]) utilizes Higher One as a way of dispersing funds to the student. However, they wanted an excessive amount of personal information, such as date of birth, full social, a photocopy of Government ID (which in my case is illegal), address, telephone number, email, and tons of other stuff to verify my identity. When I refused to do it, they said they would issue a check to my primary residence. 2 months went by without a check and money for me to use on my tuition. I contacted Higher One again and they said they would re-send out the check. I emailed the COO Casey M[redacted] who stated that the refund check would be recut and sent to my PO box. I received the check and cashed it with [redacted], only to have my account frozen a day later due to the fact that the check received was counterfeit, and useless. Higher One acknowledged that the check was bad and verified the date and number of the check and even sent a photocopy of the check back to me proving they knew it had been processed. When I asked what happen's now, I was placed on hold for 30 minute increments until I was finally hung up on. This business is issuing fraudulent checks, and I am not the only person experiencing this issue.Desired Settlement: I need my $2,102.00 refund to go to school. This is money authorized to me by the United States Department of Education through [redacted].

Business

Response:

Review: I was issued a [redacted] university higher one connect card to receive my student refund... when I called customer service the rep. dawn informed me that though I verified all my information THE COMPANY had the incorrect social security #, this is to no fault of my own... I was told to fax information enlarged at 200% to verify my ss#, when I finally got a response I was told that higher one could not update my info. because the document was too light...I darkened the image and refaxed on 9/18/2014 and I have still NOT heard ANYTHING! ive received multiple emails stating that my information has been received, but no resolution! this is unreasonable and I have been trying to obtain my money since monday 9/15/2014, this is the biggest run around I have ever gotten to verify who I am....the rep dawn explained to me that the info. they receive come from the school but the school has my correct ss#... I dont know what the problem is or how the issue occured but I want my money TODAY!Desired Settlement: MY DESIRED OUTCOME IS TO HAVE THE FULL BAL. OF 2080.00 AVAILABLE ON MY CTU CONNECT CARD IMMEDIATELY AND MY WEB ACCT. UNLOCKED PLEASE! THANK YOU

Business

Response:

Dear [redacted],

Review: I am a doctoral student at [redacted] University. I am in the process of completing my dissertation. I had to take out a student loan because I needed to cover my tuition as well as secure the services of an editor and statistician. On December 3, 2015, I was notified by Higher One that my refund check in the amount of $11,277 was mailed and it would take 5-7 business days to receive it. On December 12/14/2015, I called Higher One because I had not received the check via the mail. I live in single family home and I do not ever have any problems with receiving my mail. The first call that I made to Higher One, the customer service representative informed me that he was going to submit a request to have the check cancelled and the refund would be deposited to my account within 24 hours. I waited 24 hours and checked my account and the refund was not reflected. I called Higher One a second time (12/15/2015) and was informed that the customer service representative that I spoke with on 12/14/2015 provided me with the wrong information, in addition, I was informed that he did not make the request to have the refund deposited to my account. I asked to speak with a supervisor and was transferred to Emma and she told me that she was escalating my refund and the the banking team was working on resolving the issue immediately. I called back to Higher One later on (12/15/2015) that day to get a status of my request because Emma explained that I would receive an email in regards to the refund, but that never happened. This time, I spoke with another supervisor and he informed me that I now needed to complete the Written Statement Under Penalty of Perjury Form because the amount of the lost check was over $10,000. I was very upset because this was not ever explained to me when I called Higher One either time and I could have taken care of this immediately. The customer service representative sent me the form via email. I completed the form and attached it my account 12/16/2015 at 1:03am. I expressed to the customer service representative that there needed to be a sense of urgency in depositing my refund to my account because I am on strict deadlines as it relates to the writing of my dissertation and securing the services of a statistician and an editor. The customer service representative also explained that my issue was being resolved and that I would receive my refund within 24 hours. At 10am on 12/16/2015, I called Higher One to verify that my refund was being processed immediately; however, I was told that nothing had been done as it relates to resolving my refund. The supervisor that I spoke with indicated that she was going to call the banking team to escalate my refund; although, I was told that it was already being done. I was told by the supervisor that I would receive an email indicating that my refund would be deposited to my Higher One account within 24 hours. On 12/16/2015 at 10:30, I called Higher One to speak with a supervisor because I never received an email indicating that my refund would be deposited within 24 hours. The supervisor indicated that there were no updates on my account reflecting that I would receive my refund within 24 hours. The supervisor claims that there is not a direct number to the department that handles the refunds and he could only send emails to correspond and obtain information. He claims that he sent an email indicating that my refund needed to be issued immediately, but when he asked the department about a timeframe, he alleges that he was told that they could not provide a timeframe as to when I could expect my refund. I am very upset and I feel that the customer service that I have received from Higher One is unacceptable. First of all, a check in the amount of $11,277 should have never been sent though the regular mail. I am being treated as if it is my fault that the check is lost because there is absolutely no sense of urgency to issue my refund. Next, I have been told different information each time that I contact Higher One, which is also unacceptable. At this point, I just want my refund issued to my Higher One account, so that I can wire it to my [redacted] account. I want this resolved NOW. I have waited long enough and this is my money that I have to pay back...it is not a gift. I don't know how else to get this resolved, other than to contact the Revdex.com. Please assist me in resolving this matter immediately.Desired Settlement: I want my student loan refund in the amount of $11,277 deposited to my Higher One account now, so that I can transfer it to my [redacted] account. I need the money now. I am on strict timelines with my dissertation. I can not wait any longer and I need my refund. I want this done immediately, I am not accepting that I must wait any longer for this refund. I am not willing to wait 24-48 hours...Higher One needs to deposit this money into my account now.

Business

Response:

Review: Since my ccc card was reported loss by a customer rep. on the 21st of January, Higher-one assumed Decembers transactions are January's transactions. They are the same amount but different transactions on different months and I have credit karma to prove higher one has stolen part of my grant refund that in turn evicted me at my [redacted] address.My account that higher one closed for high security issues that made my taxes redirect to a different account entirely that higher one ach to a third party on my end that they been slow to verify.Desired Settlement: 1070.00+ 1070.00 + the fee charge asap. so 2140.00 is expected back to my account

Business

Response:

Dear Mr. [redacted],

Review: I went to the ATM on 02/15 to withdraw 300 dollars. The ATM did not give me any money. The machine read "transaction could not be completed at this time". It did not give me a receipt. I called my bank which was closed and I called the ATM holder which was also closed. It was the holiday weekend so I had to wait to Tuesday the 18th to file a claim. On my bank statement it shows that the transaction went through. I still have not been refunded my funds. I have contacted the ATM again and the rep [redacted] stated that it showed I use my card that day and call my bank to ask for a provisional credit. I am curious as to why the ATM didn't credit my account. They should have an audit on their machine to where it states that I didn't get the money.Desired Settlement: DesiredSettlementID: Refund

I would like my account credit for the money I did not get. I have been in contact with them everyday and still has not gotten anywhere.

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 any frustrations you may have experienced with the reporting of your claim or when contacting Customer Care for assistance.

We regret to hear that you did not receive the money from the ATM and that the funds were deducted from your balance. Our records indicate that a claim was filed and provisional credit has now been applied for the reported amount.

When a claim is filed, our claims team will send you an email within 10 business days that will give you information on the status of your transaction. If provisional credit is applicable, you will be notified within this timeframe. We sincerely apologize for any inconvenience this process may have presented.

To review details pertaining to your claim, you may log into your account and select the Service Request sub menu located under the Customer Service tab from your homepage. The reported transaction link that unfolds will direct you to the claim details.

Our Resolution Manager [redacted] and our Resolution Team Supervisor [redacted] have attempted to contact you by phone to provide personal assistance regarding your questions and concerns. Unfortunately, we have been unsuccessful in reaching you. However, we understand the importance of your concern and welcome the opportunity to assist if you have any additional questions.

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

We hope we have resolved this matter to your satisfaction and thank you for your valued business.

Sincerely,

Sr. Director of Customer Care

Review: my account was verified and I was told I was getting my money.Then higher one said there wasnt a letter that was sent and put a block on my account. The letter was found by a supervisor and they say its going to be 5 days to fix this. They are very rude and lazy

Business

Response:

This

response is to acknowledge receipt of our cardholders communications received

from the Revdex.com, regarding case # [redacted]. Higher One is

committed to stellar service and takes complaints very seriously.

In

the interest of protecting our customer’s confidentiality, we have contacted

Ms. [redacted] via separate notification to address her concerns.

If

Ms. [redacted] has any further questions she may contact the number on the back of her card Monday - Friday between the hours of 8:00am - 11:00pm EST.

Sincerely,

Tami

T[redacted]Senior

Director, Call Center Operations

Review: Several months ago I lost my Higher One debit card and ordered a replacement card,for which I was charged a fee of $21. The card did not arrive, and I was forced to order the card again, thus incurring another $21 fee.During this time I was forced to use wire transfer to access my funds, incurring $75 dollars in fees ($25 for each of three wire transfers). With the exception of the initial $21 fee,each of the subsequent fees is a direct result of Higher One's malicious and unprofessional business practices. I have complained about this to Higher One. Their response is that I order another card and incur another fee.Please help me resolve this situation, as I require their services to access my financial aid money.

Product_Or_Service: Replacement Card

Order_Number: XXXXXX-XXXXXX

Account_Number: XXXXXXXX

Desired Settlement: DesiredSettlementID: Refund

$21- fee for the second card after the first one failed to arrive.$75 - the result of three $25 fees for wire transfers which I was forced to initiate to access my funds as a result of Higher One's incompetence.

Business

Response:

Business Response /* (1000, 5, 2013/05/07) */

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 the Replacement Card fee.

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.

A follow up email has been sent to you via EasyHelp incident number XXXXXX-XXXXXX.

Though the fees are valid, we value your business and have credited two Outgoing Wire fees as a one-time courtesy.

A new replacement card has also been mailed to your primary mailing address and we have waived the fee. Please allow five to seven business days for delivery.

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

We apologize for any inconvenience this may have caused.

If you have additional questions, you may speak with a Supervisor by calling XXX-XXX.4379 ext. 5031 Monday-Friday, 8:00 a.m. - 11:00 p.m. Eastern Standard Time.

Sincerely,

Sr. Director of Customer Care

Consumer Response /* (2110, 7, 2013/05/08) */

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

The company was very gracious. They offered to send me another card free of charge and waive some of the wire transfer fees. The company behaved diligently and I am very satisfied with the outcome.

Thank you.