Higher One, Inc.

Review: I've had this account for 4 years, since 2011. All of a sudden, they closed my account. They have no excuse or reason which is a breach in the terms and conditions of the account. This account has been used the same way the entire time I've had it except for recently. I'm now temporarily disabled and receive social security direct deposit. They closed my account 2 days before my deposit hit. And now it's just sitting there and no one can tell me any definite answer. I feel discriminated due to my disability. I think if I never start getting it deposited then my account would never been closed. They keep telling me someone will call me from management and I have yet to receive a call.Desired Settlement: I would like to be able to receive my $1813.00 social security check. I offered the representative to wire it to one of my other accounts and I'll pay the fee, they declined. No one is telling me for sure how I will get my money.

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

Sincerely,

SVP, Chief Compliance Officer

Consumer

Response:

No one still has explained why the account is being closed. No one can explain what was done different that's considered high risk. I need to know what's the new issue that has came up. This account has been used the same way for 4 years.

Review: I have been sending them documents that were on there list on approve documents and they have not processed my account or released my money.Desired Settlement: I would like my account to be process so I can get my money

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 had a big refund deposited onto their Card, my school assured me it was safe. When I tried to use the funds or withdraw them the company denied me the right. When I tried contacting customer service, I was hung up on four times. When I asked for a supervisor, their service agents hung up on me twice. I have yet to have had this issue resolved, and have no way of communicating with anyone in their company. They have completely high-jacked my student funds. The representatives all argued with me even called me a liar, and continue telling me the card works fine. I went to my school's ATM and retained receipts showing my card transactions were not allowed.Desired Settlement: I would like to be able to withdraw the money from this account, without being hung up on when I ask for assistance.

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 have been trying for the past 2 weeks to come to a resolution with this company. They have put a security lock on my checking account to where I can not do mobile deposits. They claim that sometime on July 2014 I attempted a transfer of money. I know for a long time from July-aug of 2014 I was in the hospital with my dying mother I remember attempting a transfer and calling them because I put in the wrong account number by mistake the agent said no problem and told me she would fix the problem. Months later there was no known problem on my behalf. Until 2 weeks ago I attempted to do a mobile deposit and was not able to do so I called and was told that there was a security probleem I did everything I could to help them but the information they gave me was not correct. I asked what bank and they gave me a bank that I have never heard of nor used. I asked them how can I give bank statements for a account or bank that I dont recognize nor have. I was told the matter would be fixed and as of today it has still not been fixed. They have came up with another reason as to why I cant do a mobile deposit. They stated that my account had an overdraft but the overdraft came from the store I was at did a credit instead of debit when I put my debit information in the charged me a excessively high credit charge along with the bank charging me made my account go into negative I deposited money into the account to correct this. So I was told do to the overdraft that it started the security lock over from day 1. I don't think this is fair because these are 3 2 separated bank issues one is a transfer the other is a deposit then we have the overdraft from a store I feel like I should have the option to deposit money.Desired Settlement: For the security lock to be lifted and I am allowed to make mobile deposits.

Business

Response:

This response is

to acknowledge receipt of our cardholders communications received from the

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

committed to stellar service and takes complaints very seriously.

In the interest of

protecting our customer's confidentiality, we have contacted Ms. [redacted] via

separate notification to address her concerns.

If Ms. [redacted] has

any further questions, she may contact our Supervisor line directly at

###-###-#### Ext. [redacted] Monday - Friday between the hours of 8:00am - 11:00pm

EDT.

Sincerely,

Tami T[redacted]

Senior Director, Call Center Operations

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: 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: 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: 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],

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 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: 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 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: 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 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: 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:

Cannot believe that students are forced to deal with this institution! There is a 50 cent fee for every debit transaction, horrible customer service and a delay to get your money while they review the account. It is advertised that if you deal with this company instead of your regular bank then you will receive it on the same day. THIS IS FALSE!!! I am hung up in their "document review" which is completely bogus!!!! They received my money and are holding onto it just fine without a review. I would never have dealt with them if I had known the advertising of same day fund availability was a lie.

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.

Review: This bank deals with refunds from my college. They have my refund in the amount 347.63 and say that I need to get their atm/credit card to get it issued to me. I DO not want their services I do not want their card. They have given me the run around on two seperate occasions about processing and a paper check will be sent after 21 days. I paid this fee with my own bank/ atm card and want my money back. They told me if I don't get their card there is a waiting time of 210 days before they send me a paper check. I do not feel they should be able to keep my money or force me into taking their services.Desired Settlement: The college released my refund to them in the amount of 347.63 on Feb. 4. It is my money and I desire it be sent to me.

Business

Response:

Dear Mr. [redacted],

Review: I have been an account holder with higher one since 8/9/2012; as long as I have been an account holder Ive accumulated more fees with them then I have received with another bank. My year to date insufficient funds fee is $333.00 and my YTD paid item fees are 0.00. This bank is offering services that they are not providing. This bank advertise the paid items fee saying that if something came through your account with no funds they will cover the item and charge you a 38.00 paid item fee. I call in to this bank on 10/22/2014 because a check came through my account on 10/14/2014 as a ACH Converted Check 2010 Check Converted to Electronic Payment to HOLIDAY STA 0130 ELEC CHECK-$20.00 it wasnt enough money in my account to cover this check and When I checked my account that day I receive a text message alert saying that my balance was $1.28. Like any other bank when an ACH or electronic payment is pending on your account you should be able to see it because it is electronic. Well with is bank they are not notifying people that their balance is negative. If I would have seen that check coming through my account I would have made a deposit or transferred funds from by Boyfriends higher one account. They are not giving their customer a chance to avoid the fee. They are notifying us after the transaction is done and over with and when the fee post. I know you can see paper checks pending but electronic you should be able to see it. The rep I spoke with on 10/22//2014 she could explain why I wasnt able to see it pending and why I received the text message giving me a positive balance. She didnt really know anything about this account. She was saying things like Im not sure or you should look online. After talking with her for 20 mins I requested a supervisor. When I was transfer to her she didnt know anything either I told her that I need help understanding how this account works. She stated look online I asked her the same questions I asked the first rep she said she didnt know. I feel that saying I dont know without attempting to research and find the answer is unacceptable. After I spoke with her I didnt get the help I requested so I asked to speak to her manager. Once I got transferred I in the middle of me explain my situation she hung up on me. The service Ive been receiving from high one bank has been poor they lack knowledge and they just dont care. With us being a customer there will be times we need some help and guidance and we trust this bank whit our money. This is the bank that all colleges are using for student refunds and thats why I feel like they are ripping us off because we dont have another bank of choice we could use/we are limited to them and them only. I have my whole paycheck going into this over 3000.00 a month. So I know I am generating some bank revenue. Now I am writing you for help I have the calls recorded and Im upset with them because they are charging us (students) All these fees and cant explain why. That 20.00 check cost me a 38.00 fee from the 30.00 fee from holiday and another 38.00 fee from them for returning both payments. When if I was notified accordingly I those would have been avoided because I would have made a transfer. This is from their fee schedule on their website Insufficient Funds Fee Returned Item or Paid Item(No insufficient funds fees on card transactions)First item (for lifetime of the account): $29.00All additional items: $38.00You have spent more money than you have available in your OneAccount Premier by making payments via an e-check, paper check, or via ACH. The maximum number of insufficient funds fee/unavailable funds fee returned item or paid item charged is up to 3 per day. The same item may be submitted multiple times to your account. You will not be charged this fee when your end of day account balance is overdrawn by $5.00 or less.The majority of account holders never pay an insufficient funds fee. To ensure you're among them, sign up for our Mobile Alerts, track your purchases and pay special attention to purchases made with an e-check or a paper check, and via ACH.Desired Settlement: I want my money back, they false advertise and they dont try to educate their customers-letting them know how to us the account all they are worried about are the fees they are tacking up on college students. I am requesting the full amount $333.00 to be credited back to my account and I would like to close that account some kind of way. They are telling us to setup alerts to help us with monitoring; that dont work because they are sending the wrong information through. I can send proof alerts

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 regret to hear of the frustrations you experienced regarding

your recent account activity.

On 10/08/2014, an ACH transaction was presented to your account in

the amount of $20.00. Your balance at the time was $1.28. This item was

returned as unpaid and the insufficient funds fee was assessed as per the

published fee schedule.

If

an ACH payment or a check is presented against an insufficient balance, the

insufficient funds fee is assessed. Unfortunately, we are unable to prevent

merchants from attempting to withdraw funds from your account. We do recommend

that account holders maintain a personal balance ledger to track spending as it

occurs. This practice will assist in preventing future overdrafts so that

you do not provide your account number or checks for payment without sufficient

funds in your account.

We

apologize for your negative experience when calling Customer Care for

assistance. Please rest assured that your calls will be reviewed for quality

assurance.

On

November 6, 2014 you spoke with our Customer Care Manager [redacted] who

discussed these points and went over your account with you. She additionally

refunded two $38.00 insufficient funds fees as a courtesy. We are pleased

to hear that at this time your concerns have been resolved.

If

you have any additional questions, please feel free to call Judy directly at

###-###-#### Monday-Friday from 2:30 p.m. – 11:30 p.m. Eastern

Standard Time. Additionally, Customer Care is available at ###-###-####

Monday-Friday, 8:00 a.m. - 11:00 p.m. Eastern Standard Time and is also always

happy to assist you.

We

hope this explanation has been helpful and appreciate your continued business.

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 am being charged to replace a lost or stolen card and I do not agree with this policy. TO my knowledge there is not other credit card company that charges this fee. I believe I am being wrongfully penalized for the loss of a card. and they will not work with me on this Fee.Desired Settlement: refunding of the 20.00 fee for the replacement card.

Business

Response:

This

response is to acknowledge receipt of our cardholders communications received

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

committed to stellar service and takes complaints very seriously.

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 Supervisor line

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

– 11:00pm EST.

Sincerely,

Tami

T[redacted]

Senior

Director, Call Center Operations

Consumer

Response:

Higher one waived this fee for me.

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,