Higher One, Inc.

Review: I processed an [redacted] stop payment for $1060.00. The actual amount was $1060.93. The [redacted] amount of $1060.93 had already been returned once, so if they are monitoring their system, in which they say they are, they would have caught the .93 cent difference. The $1060.93 came in again and higher one allowed it to go through; charging me $38.00. I had enough money in my account to cover a check written to my church before the $1060.93 came in. This check will be sent back by Higher One and I will be charged another $38.00; on top of which, my church will charge me $25.00 for the returned check. A grand total of $101.00. The representative offered to give me back the 24.00 for the [redacted] stop but would not honor it. This is not a real bank, because real banks care about their customers and would not "allow" them to have to pay $101.00 for a .93 cents difference.

Also, along with all the other customers who who have complained about the returning of checks when the money is sitting in the account, I'm complaining about that as well. A real bank does not do that. It is very clear that they are strictly in it for the money and will set up any strategy to cause the customer to have to pay fees. When the direct deposit comes through at the same time as a debit, they will put the debit in front of the deposit, show the debit as paid and then send it back and give the excuse regarding the order of things. The money is sitting right there in the account and they send back checks. I want this down for the record because it is unfair to innocent consumers. I find an A+ rating for this company misleading to the consumer as well because it is NOT the truth.Desired Settlement: My desire was for them to honor the [redacted] stop so the 1060.93 would not go through and my check to the church would not bounce. I did everything I was supposed to do with [redacted] stop, but left the .93 center off. I don't have $101.00 to pay since I'm still paying for school.

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 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: On 9/14/2015 I used the bill pay option on higher one's website to pay on my student loan. The money was sent electronically and according to all of the people that I have spoken to at the company it should have only taken three day for the recipient to receive my payment. It has been over two weeks and the recipient which is [redacted] still hasn't received my payment. I have spoken with multiple supervisors at higher one and nothing has been done. The last supervisor I spoke to said that the would do a stop payment on the transaction and place the money back in my account. Higher one has no clue where my money is. This is a big inconvenience. I would like this transaction canceled and all 500.00 to return to my account.Desired Settlement: I want this tranacstion canceled and my money back in my account. I have already taken an alternative method to pay my bill.

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 cardholder’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 ###-###-#### Ext. [redacted] Monday – Friday between the hours of

8:00a.m. and 11:00p.m. EDT.

Sincerely

Tami

T[redacted]

Senior Director, Call Center Operations

Consumer

Response:

After a very long process my matter has finally be resolved. I thank the Revdex.com for their cooperation in this matter.

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: Hello;

Higher One is a terrible Bank. On or around 26th of Sept 2014, I made a purchase using my Debit [redacted]. The merchant was [redacted] and the amount was $586.08. I never received my order and filed a claim with the bank. They were to issue me a provisional credit (Claim Number: [redacted]Date First Reported: 09/28/2014) and follow up with [redacted], but they have refused to honor that agreement. I would like my money and all the overdraft fees I paid returned to me.Desired Settlement: I would like a refund of $586.08 (Claim Number: [redacted]Date First Reported: 09/28/2014)

Business

Response:

Dear Ms. [redacted],

We have received your letter from the Revdex.com

and appreciate the opportunity to respond.

We apologize for the confusion and

frustration you experienced regarding the claims process.

We would like to assure you that

Higher One is in strict compliance with Federal Banking Regulations and how we

handle initially authorized disputed transactions.

With regards to provisional

credit, certain types of transaction may not be eligible for credit during the

investigation process. A transaction where authorization had previously been

granted to a merchant for a purchase, but where merchandise may not have been

received, is such a scenario. In these instances, generally a direct

communication between the cardholder and merchant will resolve the issue. In

cases such as yours, since the merchant was not able to resolve the issue, we

are happy to intervene and assist in attempting to remediate your issue.

However, credit is generally not issued until the case is fully resolved.

We have reached out to the

merchant on your behalf and are currently awaiting their response. While it may

take up to 90 days to resolve your claim, please rest assured that we will keep

you updated via email.

As a onetime exception we have

provided provisional credit to your account. We apologize for any

conflicting information you may have received regarding this matter and assure

you that your calls will be reviewed for quality assurance.

We hope this resolves your concern;

however, if you have additional questions, you may speak with a Resolution team

member by calling ###-###-####, Monday-Friday, 8:00 a.m. - 11:00 p.m.

Eastern Standard Time.

Sincerely,

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 attend a college and am forced to utilize a company called Higher One. They are required to provide me with options for receiving my financial aid loans. They are also required to simply provide an account in which I can access to inquire about my financial aid refund status. Over a year ago, I had a difficulty with obtaining my loans from Higher One. I cancelled my card with them and asked about having it transfered to my bank account. They then wanted further information to verify my identity and I faxed my drivers license with social security card and other information to them. I was then told to have my school, [redacted], fax that information also to verify. They said that their information provided to Higher One is correct and that Higher One is at fault as they neglected to input the correct information about me from the beginning. So, Higher One blamed [redacted] and [redacted] stated that it is Higher One's problem. So, once again, this July I tried after many time calling Higher One, to change my preferences to my bank account, they again asked for my drivers license and social security card also. I once again faxed (I have the transmission proving it went through,) my information to them. Higher One once again, stated that they can't find the information. This is TWICE that these people have LOST confidential information. I have no question that someone there is absconding with my confidential information or that they are intentionally throwing it away. There is no way, being that they have secure servers that they have LOST it again.I spoke with supervisor's there named [redacted] and a manager called [redacted] None of them would answer why they lost the faxes again. They also refused to file an investigation as to who has my faxed confidential information at Higher One; as I have proof that it was RECEIVED. So, they also would not complete ANY tasks in regard to fixing any of the problems in which I contacted them about. They are unable, or unwilling to fix any of the requested problems.Desired Settlement: They need to find out who stole my confidential information and they need to perform their duty by fixing the documentation, email, password, and preferences problem. I also request an investigation into who and why my confidential information was stolen/lost. Lastly, a higher supervisor needs to address another issue of: when I have called, there mysteriously is no data inputted on my account and ticket generated (as I requested many times) about these matters. They refuse to log my calls.

Business

Response:

Dear [redacted],

Review: My refund from my financial aid was deposited into my account 5/20/2014, I called Higher One and spoke to a customer service agent who informed me that my account was flagged and that I didn't have access to my money and my account would be closed and a check would be mailed to me by the 21st. On the 21st, my account was still open I called again and spoke to a account manager who told me they would expedite the closing of my account and check would be mailed on the 22nd. It is the 22nd my account still hasn't been closed and now I am getting hit with NSF fees for items that already had been charged to me a few days before. Today the 22nd I learned of another 492.00 being ready to be sent to Higher One and I think they are illegally withholding my money from me. In 2012 the US Government charged Higher One for illegal business practices why schools continue to use them is beyond me.Desired Settlement: I want my money sent to me via overnight mail at the time before the erroneous charges the amount of $3125.39 and the new deposit of $492.00 totaling $3617.39 I would like this money sent to me via overnight mail ASAP.

Business

Response:

Dear Mr. Leasure,

Review: [redacted] issues its students One Account cards. Higher One has been impossible for me to get a hold of to close this account. I have not used this card in quite some time and have tried several different times and ways to close it. I cannot get a hold of them via email or phone calls. I found them on facebook a few weeks ago and told them to close this account and that I am seriously tired of them being hard to get a hold of to close it. They now charge a monthly fee of $3.95. I did not know this as I don't use the card and destroyed it several months ago. I check my email one morning to see an email from them stating that I am overdrawn on my One Account and if I do not fix this they will report me to Check Systems. I was furious, especially once I found out I was overdrawn due to their stupid fee. That is when I found them on facebook and complained to them. They fixed the fee and returned my 94 cents on the card; which I now have in my checking account bringing my One Account to $0.00. I just now seen that they still in fact have not closed this stupid card, due to an email telling me it is time to check my One Account. I want this card shut down! I want nothing to do with Higher One ever. The name on my account isn't even my legal name and hasn't been for a while now. My Higher One account was issued to me through [redacted] and my name on that account is Rachelle Iannantuono. Please help me remove this company from my life before I start getting charged monthly service fees for a card I don't use or have anymore.Desired Settlement: I just want this account closed. I want nothing to do with that company or its One Account.

Business

Response:

Dear Ms. [redacted],

Review: This business has no telephone number on it's website. In fact, a telephone number for this company isn't even listed on this Revdex.com website. This is a BANK. This bank handles refunds for thousands of students. These students have no way of contacting this business via telephone if they do not already have a card, apparently. There isn't even a chat feature on their website. I have been going through a painfully frustrating process of dealing with customer service via multiple back and forth emails. In each email, I'm told to contact the telephone number on the back of my card. I don't have an account with this company. I have no contractual relationship with this company, but they have my money, and I cannot contact them by telephone.Desired Settlement: Please post a customer service telephone number on your website. Also, when answering questions via email, include the telephone number so that the "customer" can call if necessary.

Business

Response:

Dear Ms. [redacted],

Review: I requested a refund months ago and they have yet to do so. I have called as well as submitted information regarding inital purchase. All I have received is numerous automated email messages. The purchase was made in April. I requested my refund in the beginning of May once items were received.Desired Settlement: I would like a full refund. Items can be returned upon seller agreeing to pay shipping.

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 processed a check using this company's bill payment option and they sent a check that had a 45 day expiration date. The money was taken out of my account the day I processed the payment request, which was 5/6/2015, and put into some other bill pay account to guarantee the funds. My roommate did not cash the check right away and when he tried to cash it over the weekend he couldn't because it had gone past the 45 days. Now, they refuse to credit my account for the $600.00 for expired check until a week from now. The funds are sitting in some other account in their institution and they know full well that the check is now void, so I don't see how it is in any way ethical for them to keep my funds any longer. This should be illegal. This seems like a delay tactic to shuffle funds for their gain and advantage. The rep I spoke with hung up on me and they have not answered my email request to speak to a supervisor. This whole thing is unsavory.Desired Settlement: Immediate return of my funds.

Business

Response:

Review: I am being overchaged in service fees for an overdraft. I was supposed to be charged once for the amount of $38. but instead have been charged twice.I have contacted Higher One and the problem has not been fixed. I can understand being charged $38 once but not twice and oweing $76. for one overdraft.

Desired Settlement: DesiredSettlementID: Other (requires explanation)

I want $38 to be credited to my account. I should not have to pay $76. for one over draft.

Business

Response:

Business Response /* (1000, 5, 2013/06/26) */

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. We are sorry for the confusion and frustration you experienced regarding the Insufficient Funds fees assessed to your account.

The Insufficient Funds fee is assessed whenever a demand for payment (check, demand draft, or an ACH) cannot be honored because of insufficient funds. There is a fee each time an item is presented as well as there is a cap of three insufficient funds fees assessed in one day.

Though the fee is valid, we value your business and have credited your account for $38.00 as a one-time courtesy.

If an ACH withdrawal is attempted from the same merchant in the same amount more than one time within 21 days, only the initial Insufficient Funds fee will be applied. Additional fees incurred will be credited back to your account the following business day.

May we suggest switching to the OneAccount Edge? The OneAccount Edge has only one flat monthly service fee of $4.95, no minimum balance and no other fees assessed by Higher One. You can review all account choices under the OneAccount Premier/Account Choices tab from your homepage. A link to the Fee Schedule is located on the top portion of your online statement. The Fee Schedule provides a comparison of banking fees assessed for all account types and most importantly, how they can be avoided.

We hope this information is helpful and apologize for any inconvenience you have experienced.

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

Sincerely,

Sr. Director of Customer Care

Review: I signed up for the higher one card because it seemed like the easiest way to receive my school loans. The first time I activated my card I had to send a copy of my social security card and I received an email that said it was accepted. Later on when I tried to log into my online account, I couldn't because it said that my SSN was incorrect. It appeared that my number had been entered into the database incorrectly by a rep. I was still able to use my card. Then I lost my card, and so I called to put a hold on it. I specifically asked for it to not be cancelled, only on hold. The rep said that it would not be a problem and to call back if I had found it, or if I needed to order a new one. I called a day later to confirm that I found it and another rep said that anytime anyone reported a lost card, they had to cancel the card completely and send a new one, with a $20 fee. The first rep that I spoke to never mentioned any of that, let alone the fee itself. I go ahead and order a new one, even though I had the old one. I find that I can't activate it because the system reads by SSN as being wrong. After speaking to a rep, they say that I must send yet another copy of my SS card and that it will only take 24 hrs to get it updated. 48 hours later I have not received any sort of confirmation so I call higher one and wait on hold for aprox. 30 mins to speak to a supervisor. They put me on hold for another 15 so that they can try to look for the fax, at first it appears that they can't find it because they keep returning to the phone to tell me that they havent forgotten me and finally they tell me it is not accepted bc the copy is too dark. I resend a copy a few hrs later and call to check the status and again I am put on hold for another 30 mins. A rep tells me that they will call as soon as it is verified. I never received a call, but now 4 hours later I receive an email stating that it is not accepted again bc my SS card is altered. I am tired of getting the run around and I want this to be resolved.

Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like to receive an email explaining why I have to go through such a hassle to be able to access my accounts when I have already proven my identity and it was clearly an error on the representative and company's fault. Every time I call to check the status of my account, each rep gives me a different answer. I just want to be able to access my account so that I can withdraw all of my funds and put them into a local account because it is obvious that this company is basically incompetent.

Business

Response:

Business Response /* (1000, 5, 2013/04/05) */

Dear Ms. [redacted],

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

I apologize for the confusion and frustration experienced when contacting Customer Care for assistance in updating your social security number.

As requested, our Assistant Customer Care Manager [redacted] has provided an email correspondence via EasyHelp incident number XXXXXX-XXXXXX to go over your concerns. Your social security number is now updated in our records. As a courtesy, your account was credited $20 for the replacement card fee.

Should you have any additional questions or concerns, please feel free to call Judy directly at X-XXX-XXX-XXXX extension [redacted], Monday through Friday 11:00 a.m. - 8:00 p.m. Eastern Standard Time. She will be happy to assist with this matter and any other questions or concerns you may have.

We regret any inconvenience this may have caused.

Sincerely,

Sr. Director of Customer Care

Review: In August of I started my Fall semester at [redacted]After not receiving my first Financial Aid payment I contacted [redacted] and they told me there had been a problem with a secretary sending out wrong grades of several students at the collegeThe secretary was fired and all corrections were made and now it was int eh hands of "HIGHER ONE" to deposit the payment into my accountWeeks went by and nothingWe sat down in a meeting and talked with the dean of [redacted], the financial aid staff, the teachers and and other staff to find a resolution to this in at the beginning of January and everything was settled...we (me and several other students going through the same issue) were then informed we would finally have our deposit on the 22nd of JanuaryNo surprise I did not receive ANY deposit from Higher OneAfter contacting them they told me they mailed out checks instead of making deposits because of the large amount of money being paidWe wait and nothing...call againCall again and they say they are mailing out another check this time certified...NOTHING...they wouldn't even give us a tracking numberAfter that they say they're mailing another one priority one day and certified...and again NOTHINGTurns out they say they sent it uspsAnd still nothingWe are now on the last day of February and calling them everyday they never have answers except "WAIT"Our Spring college financial aid deposit was to have happened Monday Feb 23rd and not even that has been made...I have acquired many many late fee's have had to borrow money...even lost my vehicle to a repo because I was counting on Financial aid when I started school...I had already been through all the numbers and I would've been fine IF Higher One did what they were supposed to do in the first placeOn the phone as I type this on hold for more then an hour and I hope to get this resolved or I will be taking HIGHER ONE to court and letting a judge figure this outI'm sure there are many more people that would be willing to do the same...Class action anyone???Desired Settlement: I'm at the point where my livelihood has been affected due to this institution failing to do their jobBad christmas, emotional distress, I've lost my only car, and I've been have to borrow money to surviveAt this point I feel we're past just finally getting the money awarded to me by the Financial Aid departmentHigher One needs to be held accountable
Business
Response:
This response is to acknowledge receipt of our cardholders communications received from the Revdex.com, regarding case # [redacted]Higher One is committed to stellar service and takes complaints very seriously

Review: I was assigned a phone number that is in Higher One's system as belonging to some past college student who evidently had an account with them. I have been getting LOTS of calls and messages for over 6 weeks. I have contacted them repeatedly and on 10/5th and again on 11/4th was told that my phone number would be removed from their system. I am still getting calls and messages.Desired Settlement: Removal of phone number. ###-###-####. from all parts of Higher One data.

Business

Response:

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

We have removed Ms. [redacted]’s telephone number from our database and she will not receive further calls. We apologize to Ms. [redacted] for any inconvenience she may have experienced.

If she has any additional questions, she may contact our Supervisor line directly at ###-###-#### Monday - Friday between the hours of 8:00am - 11:00pm EDT.

Sincerely,

Tami T[redacted]

Senior Director, Call Center Operations

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.

Since I have been told twice before that it is being taken care of I am a little skeptical. I am very happy to have a direct phone number to a supervisor and will certainly call again if I am not left in peace. While the business response is good and fine it shouldn't be this difficult to get out of the system!

Review: I was issued a refund Che k in which I never recieved. I called and explain ed that not only have I not recieved their refund but also other bank information was not recieved. So I called the post office and made a complaint. They said they didn't know why I wasn't re Irving my mail. So I called the bank and the bank said the post office sent my bank cards back. So I contacted higher one and asked if they could deposit my refund to my personal checking account. They told me no but I could have it deposited to their higher one account which I dont want because of the hidden fees. So I asked them why can't they deposit if to my a count but they can deposit it to their higher one account. An electronic transaction is an electronic transaction. So I asked them what if I still dont receive my refund check after they send out another check. I was told that the only thing they could do is keep sending out check. For what ever reason I'm not getting my mail. I dont know. Why can't they just put my fun D's on my account but they say they can put it on the higher one account. The crazy thing is I had no issue with re ievibg the Ctu connect card they mailed but when it comes to my refund there's a problem with them givinv me my funds in which I have to pay interest on and live on. They say they can't change my refund preference but I know thats not true. Because if they have to reissue another paper check that means they are and still have electro if access to my funds but choose not to send it to my personal account but is willing to send it to a higher one account. They are holding people monies that we need. Every time I call I get a different person that speak with and get a different answer. So I asked if they could request my check to be mailed via [redacted] overnight in which I could sign for it. They denied my request. I asked if they can give some sort of proof that it was indeed mailed out they said no they can only give proof that they themselves generate. If the check is never cash then the funds will continue to remain in their banking systems in which they will be accumulating interest on federal aid funds. I acknowledge that schools or universities can't accumulate interest on federal funds but higher one inc can. They are not send I g out student refund checks as they claim. They are holding g people funds. My issue is why can't a bank deposit funds to my personal a count. They are telling me that I dont have that option. Its my money and they cell ng me I can't change how I choose to receive it especially when I'm not receiving the checks mailed out. So why can't they send my refund via [redacted] overnight. They are Willi g to deposit funds into higherone accounts in which h they can make my ney off of but when it comes to putting my money in my personal account in which they can't take money for transactions etc they won't do it. So it make no since to say we can't deposit it to ur account but we can deposit it to a higher one account. They are forcing students to use their account if we choose to have refunds send via another account or paper check. I requested all information's dealing with any transactions between the school them and issuing a check. They said all the information they could give is what's available on my student account and higher one account which giv s u only a memo of an refund amount. I would like all documents pertaining to my financial aid funds. I would like a PRI t off or some sort of proof of when they mailed the check. I want proof other than what they themselves choose to tell students. So how am I to get my room funds if I am not receiving the checks.Desired Settlement: I want my funds placed to my personal account t because I am not recieving the check they claim they send out. I will be filing a comaint with fsa and the department of education. They are intentionally holding people funds. I would like proof of transaction from when the school sent them my funds electronically up till those fund were issued as a check. I would like a transcript of all activities related to my financial aid transaction. If the business do not comply I will have my attorney to file for a supena to have then he ng then to just. If they are intentionally causing a delay of me receiving my fund I will file a civil suite and they will pay for all financial damges they have caused. I want my funds released to my account or sent via [redacted] so that I may sign for it. They choose not to send fund via [redacted] because it can be tracked and choose not to send funds to my personal account because they won't make money. I will be sending a copy of my complaints to the media as well as all responses. I receive everything else they sent but not my money.

Business

Response:

Dear Mr. [redacted],

We received your letter from the Revdex.com and

appreciate the opportunity to respond.

We apologize for the frustration you experienced regarding

the receipt of your Financial Aid Refund check.

Colorado [redacted] offers three ways for you to

receive your Financial Aid Refund disbursements – same business day deposit to a [redacted], deposit to another account, or paper check via [redacted] In October you chose same day deposit to the

OneAccount; however you were unable to be properly verified due to altered

documentation. This unfortunately made

the option of opening the OneAccount unavailable to you. At that time your preference was set to paper

check via [redacted], which takes 7-10 business days to receive. Your refund was received by Higher One on

December 4, 2014.

Changes to your refund preference will only affect future

refunds received on your behalf. Unfortunately, we are unable to re-disburse

funds that have already been processed via your selected preference at the time

of receipt. However, please rest assured that all future funds received from

Colorado [redacted] will be deposited to your [redacted] checking

account, according to your active preference.

Due to the fact that your first check was not received, a

replacement check was mailed to you on December 18, 2014. You can expect to receive it between December

31, 2014 and January 5, 2015. We

apologize for any inconvenience this has caused.

Additionally, we understand that you have requested

information regarding your Financial Aid Refund. Our Customer Care department has reached out

to you via [redacted] number [redacted] to let you know that your

request is processing. You will be

notified once further information is available to you.

If you have further questions before then, 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: This card is reccomended for college students. The fees associated with this card is a rip-off they charge you for doing a cadh advance to get your money off their card for 75.00 and when you use a atm or use your card as debit with your pin you get charged a ridiculos fee. This is suppose to be efficent for college kids when it is a rip-off with these ridiculous fees and they are praying upon strugglin college kids.Desired Settlement: I would like the fees to be reduced that are not ridiculous and how is this affordale for college kids and why is it the only option.

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 our Customer Care Management team by calling [redacted] Monday - Friday between 8:00 AM and 11:00 PM Eastern

Standard Time.Sincerely,

[redacted]SVP, Chief Compliance Officer

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: Higher one's Customer Service has to be the worst ever. My issue involves account closure. I was notified on 12/29/15 that my account would be closed in 12 days from that date which would have been 1/12/16. I sent correspondence to higher one last week requesting an extension of account closure until 1/15/16 as my employer takes a pay cycle to cancel direct deposit. I never received a resolution to that request. On 1/11/16 I spoke with an Account Supervisor who assured me that my account would remain active until 1/19/16 and that the days are counted in business days. This excludes weekends and holidays. Today 1/12/16 I check my account and it is closed/inactive. Not only is my paycheck scheduled to get directly deposited on 1/15/16 but I had outstanding check payments. Called and spoke with a Customer Service Supervisor today and was given an apology for the inconvenience and told that the supervisor that misinformed me will be dealt with. Also when asked for a number to their corporate offices I was told, they don't have a number to give.Desired Settlement: I want the business to contact me so that I can file a formal complaint about their horrible customer service. I want the Revdex.com to have this complaint on record and in the event that I cannot obtain my paycheck on Friday 1/15/16 and am delayed in my bill payments Higher One will need to offer some kind of restitution.

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

Review: I have been finding myself more and more unhappy with Higher One. I have had my account with them for over two years. I have had the occasional bumps in the roads with overdrafts and on one occasion, they were nice enough to work with me and waive some the fees. Overdrafts can tend to whirlwind out of control and it is not a pleasant situation to be stuck in. I have had overdrafts in April and May and spoke with Customer Service to see about waiving some of these fees. I had family emergencies going on during April/May, including the deaths of two family members who were in their twenties. This was an unbearable time for me and yes, my banking was the last thing on my mind. I was horrified when I received two emails saying that the fees would not be waived because they were legitimate charges. Yes, they may have been legitimate charges, but I was asking Higher One for a courtesy during a major time of hardship. In April/May I was charged $352.00 in overdraft fees. There were times when I transferred money into my account to not have it available for a week. So there were times that the money was there, but Higher One would say it was not available and return yet another item. Another problem I have is the fact that they do not protect accounts from unauthorized charges. I have had companies that I've never heard of charge my account for returned items without my knowledge or permission and that has also caused me more overdraft charges. In fact, it just happened again this morning, unauthorized withdrawal that was returned and again I was charged with another overdraft. I wish Higher One would protect my account better from these transactions and be a little more sympathetic to a customer that has been with them for a few years. I use this account year round, not just for my financial aid refund. I also do not like how posted transactions are not time stamped. Higher One seems to move them around at their discretion.Desired Settlement: I would to be reimbursed the $352.00 in overdraft charges that I was charged in April/May 2014. Since this began in April, I have been trying to dig myself out of this hole and it would be nice if Higher One was more willing to work with me during a time of extenuating circumstances. I have paid all of the items that had been returned, including all of the merchant fees, except for the one that was returned this morning from Subway, which I was not aware of.

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 the insufficient funds fees assessed to your account, as well as any confusion you may have had in regards to our funds availability policy.

We understand you requested two insufficient funds fees be returned to you due to extenuating circumstances in May of 2014. Initially your request was denied as the fees were valid; however as a courtesy we have at this time refunded your account two $38.00 fees.

Our Customer Care Specialist [redacted] has spoken to you over the phone to provide personal assistance regarding any questions and concerns you may have had regarding the fees assessed to your account and our funds availability policy. We are happy to hear that this matter has been resolved to your satisfaction.

If you have any further questions please do not hesitate to contact our Customer Care line at ###-###-####. Customer Care is available Monday-Friday, 8:00 a.m. – 11:00 p.m. Eastern Standard Time and is always happy to assist you.

Sincerely,

Sr. Director of Customer Care

Review: My Higher One student id was stolen. I called the customer service line to request a replacement and update my last name as I am now married. The website was terrible, I don't remember my password as this card was issued 2 years ago. So to have the password sent I had to recall expired banking details which I do not have (and the card # which I obviously no longer have). Other forms of identity verification would have sufficed. I know my SSN, DOB, address, school id number, etc. So I was forced to call the customer service line. The first person I talked to could not find me in the system, because I accidentally supplied my married last name. I was then transferred to a supervisor, where I waited too long so I hung up and called back. The second person was an awful listener so I gave up and ended the call. I tried again to recall my information to log on and fulfill my request myself. Now, I'm locked out of a system. So I called the Higher One customer service line for a third time. I asked the rep to just send me a new card and requested contact information for me to send my name change request at a later time. I do not use this card for any finance purpose but simply to gain access to the facilities that my school requires id to use. This third rep also was unhelpful and did not even fulfill my request of simply charging me for the new card and sending it to me. The phone call ended and I was extremely frustrated that after 3 phone calls & multiple worthless attempts to use the online do-it-yourself section I am still without a student id. I really hope this serves as a better training tool so that the reps that handle phone calls can LISTEN to what the customer is requesting so it can be quickly executed. Please improve the website so that you don't have to refer to outdated banking to retrieve or reset a password. I'm all about confirming the true identity of a customer, but there are other efficient ways to do this.Desired Settlement: I would like the company to train their call center reps to listen to customers until their request is completely fulfilled. I would like to be contacted directly but do not wish to have my contact information posted publicly on this site.

Business

Response:

Dear [redacted],

Review: My School Email was hacked and they changed my email address through a Higher One Account. I recieved an email notifying me that I have successfully changed my email. They did not freeze the account or anything. Then over $480.00 was taken. After spending almost 2 hours on the phone with with them, they informed me that I would have to follow five steps to receive my funds. These funds would be received within 10 business days. These five steps we're so arbitrary.

Subject

Possible Compromised Account

Discussion Thread

Response Via Email ([redacted]) 11/30/2015 08:40 PM

Dear KENNETH,

Thank you for contacting Customer Care. We will be happy to assist you with this matter.

We take the security of your account very seriously. Higher One has placed an alert on your account that will prevent access to your funds, card purchases will not be accepted and will cause check and ACH transactions to return. Please do not write any check or authorize any ACH transactions while the alert is on your account.

After all of the steps below are completed, Higher One will review your account within one business day and based on what information was compromised, will either change your account number or close your [redacted]. If the decision to close your account is made, all steps must be completed as you will still have access to your online profile for future refund disbursements.

Please complete the following steps to secure your [redacted]:

1. Set a security passcode.

? Log into your account profile using your email address and password.

? Select "Security Profile,? and then "Security PassCode" from the sub-menu listed under the "User Profile" tab of your account homepage.

? Enter your personalized code in the text box provided and click "Submit" to complete the process.

Please Note: The Security PassCode should be 4-10 characters in length and cannot contain spaces or symbols.

2. Raise security settings.

? Log into your account profile using your email address and password.

? Select "Security Profile,? and then "Account Security Profile" from the sub-menu listed under the "User Profile" tab of your account homepage.

? Select the radio button for "High" and select the "Update" button to confirm your preference.

3. Change your e-mail address.

Your primary email address can be changed by selecting "Email" under the "User Profile" tab of your account homepage. If necessary, click on the button labeled "Add a New Email" and follow the prompts to add your new address. The additional email address should populate under your email user profile as an "Unconfirmed" address. Using the radio buttons on your email profile, select the email address you wish to confirm. Within seconds, a confirmation code is sent to that email address. Retrieve the code from your email address and click the "Confirm" button to enter the confirmation code in the blank field provided. Click the "Submit" button to confirm your new entry.

4. Change your password.

? Go to your program's homepage, which is the website listed on the back of your card above the magnetic strip.

? Click on the 'Forgot Your Password?' link under the 'Log In!' button on the top of the page.

? On the next page, enter your email address or mobile phone number and the security characters.

? Please note that you must be set up to receive Mobile Alerts in order to reset your password by mobile phone.

? Click 'Submit.'

? Enter the required information on the next page and click 'Submit.'

Your temporary password will be sent to you via email or through text message, depending on the information you entered. The temporary password expires in 60 minutes. If sent via email, click on the hyperlink in the email to be redirected to your login screen where you will create a new password. If sent via mobile phone, visit your program's homepage, and log in using your email address and the temporary password (provided through text) to be taken to the screen to create a new password.

5. Verify your identity and provide information on how you believe your account was compromised:

? Print out and complete the attached [redacted] form:

§ Complete Section 1.

§ Complete Section 2 in the presence of a notary public.

§ Sections 3 & 4 are to be completed by the notary.

§ Complete section 5 with a detailed description of how you believe your [redacted] was compromised and what information you believe was compromised.

§ Be sure to include a copy of your ID in the box provided on the form.

o You can upload a copy of the notarized letter and ID to this ticket by logging in to your [redacted] online and clicking on the EasyHelp link at the top right-hand side of the page. Under the ?Your Account? tab, please locate 1[redacted], click on the title of the ticket, then click ?Update Question.? Scroll to the bottom of the page and click ?Browse? to locate your file to be attached. Once attached, click ?Submit Update to Question.? We may require you mail in a copy of the letter and ID in the future so please retain the originals.

6. If applicable, please dispute any unauthorized charges on your [redacted] by clicking on the + sign in front of each transaction on your [redacted] statement that was not authorized by you. If you require further assistance in filing claims on these transactions please contact us.

7. Once all of the above steps are completed, your [redacted] will be reviewed and either your account number will be changed or your [redacted] will be closed. If a decision to close your account is made, a check for the remaining balance in your [redacted] will be mailed to the primary address on your [redacted] via USPS regular mail.

These steps cost me a day of internship and a headache. I managed to follow every step but the first one. I could not put my pin # in. Step 3 and 4 was down right disgusting because after I completed them, they informed me that my drivers license was too dark. I know I can perfectly see that drivers license. I then had to upload my drivers license again. via a picture and a PDF. I've called back numerous times, received numerous emails, and was subjected to empty apologies, countless transfers to different representatives, and more hours on the telephone. I spoke to a supervisor and they said they would mail my card so I can activate it within seven business days. I have since read several articles about their shady business practices and how they charge college students with erroneous fees. My account has been frozen for 16 days and I had my phone account setup with them. They charge me $38 for insufficient funds and my phone service was turned off. Then, charged me $40 for another insufficient funds and now my Barclay credit card is late. Their business policies and actions are less than stellar. The horrendous fees they charge vulnerable college students are downright criminal. They have not resolve my issue yet. The emails that they have sent me seem condescending.Desired Settlement: I would like my account unfrozen and those erroneous fees removed. I just want to pay my bills on time.

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 Mr. [redacted] via separate notification to

address his concerns.

If Mr. [redacted] has any further questions, he may

contact our Supervisor line directly at [redacted] Monday - Friday between

the hours of 8:00am - 11:00pm EDT.

Sincerely,

Tami T[redacted]Vice President, Customer Care

Review: My problems starts off with calling customer service, their abrupt on the phone and are indecisive nothing consistent, first they told me I need just a drivers licence okay. fine I went through 2-3 with the drivers licences,. after being told by the customer service lady, that will be all I need, so call back asking why I need verification more and more verification. I understand anally decisive when it comes to identificaition. there asking me for picture of my social security number I personally don't like giving this information because you never know the shadiness of a company and its people, so I sent a day later they want proof of address I call up that night talking to a customer service representive who was rude and abrupt, who was saying send my birth certificate to override the proof address, because at this moment I am homeless, with no bills or address to claim mail at. went to bed woke up next afternoon wondering why their still requiring a proof address after the night before of explaining I have no way to prove my address. I called the about 5 representive both very disrespect supervisor and manager mocked me for being a victim of domestic violence, by scoffing and tried to say I was making that up. honestly how could make that up when I have medical documents. I had to argue 20 minutes with 2 representatives to even speak to person in charge. that to me is appalling and disgraceful. they wont even give my refund and instead suggest I collect by check! how can I being homeless. How can I collect a check with no address.Desired Settlement: I would Like the identification hold removed from my account and allow me to have access to my money thank you.

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.