Higher One, Inc.

Review: Yesterday I received a credit card from HigherOne. I have tried to contact the company but unsuccessfully reached a person to talk to. The phone number given prompts to automatic selections, but never connects to a real person. My worry is that I haven't applied for any card and the card contains my correct official name.Desired Settlement: DesiredSettlementID: Other (requires explanation)

I expect to understand what type of business is that and how they got my information.

Business

Response:

Dear Ms. [redacted]

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

Higher One is a financial services company dedicated to the quick and easy disbursement of your school refunds. The card was automatically requested for you from [redacted] University. It is your key to selecting your refund preference.

Selecting your refund preference does not automatically activate the debit card functionality unless you select "same day deposit to a Higher One checking account". You also have the option of "deposit to another account" or "paper check". If you do not select a preference, the timely disbursement of your refunds could be delayed.

We hope this information is helpful.

Our Customer Care Supervisor, [redacted], has attempted to contact you by phone to provide personal assistance regarding your questions and concerns. Unfortunately, we have been unsuccessful in reaching you. We understand the importance of your concern and welcome the opportunity to assist you.

If you have additional questions, please call Ms. [redacted] directly at [redacted], ext. [redacted]. She is available Monday through Friday between 12:00 p.m. – 9:00 p.m. Eastern Standard Time. If more convenient, you may speak with a Specialist by calling [redacted] ext. [redacted] Monday-Friday, 8:00 a.m. - 11:00 p.m. Eastern Standard Time.

We apologize for any inconvenience this may have caused.

Sincerely,

Sr. Director of Customer Care

Review: Basically I have been a consumer of Higherone Banking products for almost 10 years. This weekend I had an issue where I wrote a check out to [redacted] and over the weekend I noticed that I over spent. In in effort to prevent a overdraft I attempted to purchase a money pak card. I went to 2 [redacted] and 2 [redacted] and I was advised the cards were pulled due to fraud. (Please Investigate). I was determined to fix my issue so I visited the western union. I was advised by the WU it would take 1 day for my funds to arrive in my account and I should recieve my funds by monday. I paid $12.00 to WU and had $60.00 transfered to my account. I checked my account Monday and the check nor the Western Union posted to the account. I checked Tuesday and both items were posted but the check must have arrived before the deposit. I am so frustrated because I went through all that trouble and paid $12.00 and ended up with a $38.00 fee and an unpaid bill. $50 in charges. If I had of known that I would have just kept the cash and forgot about it. I frustated because we dont have many options to make deposits and I attempted to asaperate the available options but what can I do when the options arent available. There is no way to make a deposit via atm or bank. I everything I could do in this situation and I still came out losing.As a coutesy I asked for my fee to be waived due to all the cofusion and that fect that it should be clear I mad every effort to keep a positive balance and my request was denied. I feel it should be honored because I have been a consumer for almost ten years. I am in a time of need and I feel as a company that should understand that and help me. I lost $50 trying to do the right thing. I am a struggling person just trying to make it to the next check. If this is not honored I will have to take my buisness else where these fees are costly and costing me my lively hood. I know I am partially at fault but please help me just one last time and reverse the charges. ddDesired Settlement: I would like the $38.00 Insuffient funds fee refunded.

Business

Response:

Dear

[redacted],

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: 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: I went to a higher one ATM machine to make a withdrawal of $400 since I have an account with them and there were no fees. The ATM only dispensed $150 but deducted the entire $400 from my balance. I contacted Higher One to resolve and they told me it could take up to 10 business days for me to receive my money. This was a huge inconvenience to me causing me to pay late fees on my bills.Desired Settlement: Return my $250 to my account immediately.

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 husband transferred around $280 from his Higher One account to mine, so I could pay some bills. I paid two different bills, one to [redacted] bank) and one to [redacted]. Neither one went through because suddenly, the money my husband had put in there vanished. We called Higher One and they said it was their mistake and would fix it. This was back on September 13th, 2015. We waited and waited and they only fixed it by putting some of the money back. We also asked for a letter to be sent, stating it was their fault, because my [redacted] account was suspended and cancelled because of the payment rejection made by my bank. They promised they would send it.

We have called probably 50 times about this and each time was promised that the letter would come.

Today, we have gotten a letter from a collections company now for the [redacted] account. We were told by [redacted] bank to not make any payments until they got the letter so they could remove all the fees associated with the payment and all the subsequent late fees. It is now December! The letter has not arrived and I am now sent to collections for this account.

I do not appreciate that they have taken THREE MONTHS to get me this letter and that we STILL DO NOT HAVE IT.Desired Settlement: I want them to send me the letter, ASAP. I want them to explain to [redacted] Bank) that it was their fault for making our money disappear (that they never "found" nor did they refund my husband, or me...so we officially lost $280 to them).

I also want them to find the missing money and give it back to us. Otherwise this is going to court! I am so sick of this!

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 EDT.

Sincerely,

Tami T[redacted]Vice President, 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: 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: 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 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: 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: 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 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: 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: 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 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 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: 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

This bank is for sure a predatory bank. Created to take your money... In two years, I have had to go to battle with this bank 7 different occasions.. Something is not right, they even took there customer service number, off of the site. I had to do some serious research just to find it. (All together, they have pocketed nearly 200$ in bogus fees and holding techniques. They purposefully withhold your money, sometimes for weeks. Don't order anything online with your card, because even if you cancel within 10 minutes, they will still hold your money for a month claiming they cant give it back just in case the company charges... fraudulent. STAY AWAY!!

Review: On April 10th, I requested a transfer into my Higher One account of $90 from my other checking account. According to Higher One's funds availability schedule, this amount should have been transferred within one day. On April 12, a check for $82 was returned by Higher One and a $29 OD charged to my account. I have asked for the OD charge to be refunded; the request was denied, as Higher One is saying that the transfer had not gone through in time to cover the check. I have also requested a transfer into my Higher One account of $25 in case the check is put through again; Higher One is saying those funds will not be available until April 17th. I have shared with Higher One that if the check is put through before the $25 is available, I will expect them to pay the check with no extra charges.

Product_Or_Service: Transfer of funds into my checking account

Account_Number: XXXXXXXXXX

Desired Settlement: DesiredSettlementID: Refund

I want the $29 OD charge refunded to my account and the $25 transfer I requested on April 15th to be available immediately.

Business

Response:

Business Response /* (1000, 5, 2013/04/18) */

Dear Ms. [redacted],

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

We apologize for the confusion and frustration experienced regarding the availability of your deposit and the Insufficient Funds fee assessed.

Our Customer Care Specialist's have attempted to contact you by phone to provide personal assistance regarding your questions and concerns.

Unfortunately, we have been unsuccessful in reaching you. A follow up email was sent via EasyHelp incident number XXXXXX-XXXXXX.

We understand the importance of your concern and welcome the opportunity to assist you.

We value your business and have issued a $29.00 credit to your account for the Insufficient Funds fee assessed as a one-time courtesy. To learn more about funds availability, please review the Funds Availability link and Disclosures located on the top portion of your online statement. We also recommend reviewing alternate deposit options that offer expedited availability. A list of options can be viewed from your homepage by selecting the Making Deposits sub-menu located under the OneAccount tab.

We hope this information is helpful.

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

We apologize for any inconvenience this may have caused.

Sincerely,

Sr. Director of Customer Care