Higher One, Inc.

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

Review: This company is charging me illegal fees and will not take the time to speak to me about it. Every time I ask to speak to a manager they actually hang up on me.. They send me to a survey then the call hangs up.. 3 times!! each time it takes me about 20 min to get back in touch with someone.. It seems as though they are trying to get people frustrated so that they dont complain and just give up after 1 hour on the phone. This is unfair the charges are illegal based on the fact the funds are there in the account yet they will not do anything about it.Desired Settlement: All I want is my 2 payments of $38 refunded all of my money left in the account returned to me and the account closed.

Business

Response:

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

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: My account was frozen 8/9/13 debit card cancelled, the bank allowed a charge to go through a cancelled debit card on 9/3/2013

There had been an issue with my account with unauthorized use. I called on 8/9/13 to file a dispute. At that time the rep on the phone froze my account from allowing transactions from being processed and cancelled the debit card. She reassured me that the card would not be able to be used from that day and my account would be frozen to prevent any charges. I made her aware I no longer had possession of the debit card anyway. I looked at my account on 9/4/13 noticed my account had a debit transaction with this cancelled debit card. I was told on 9/6 by the rep on the phone because I had signed a form with the retailer in June of 2012 they could debit from a card that was not active because MasterCard will allow a manual push of 320.00 which clearly was not in that account. I don't understand how this bank can safeguard an account from unauthorized use. If I had kept the account active and got a new debit card the cancelled card would still be able to be used if someone was to get ahold of it. That's not great security to its customers.Desired Settlement: I would like a refund of my money for the simple fact it was a cancelled card the bank should have never allowed that transaction. To me if the account was made frozen by my request on 8/9/13 and card cancelled that would mean any transactions after that would not be authorized and clearly this is not my error because the card was cancelled.

Business

Response:

Dear Ms.

Review: I filed a claim against a fradulent merchant, via My bank, HigherOne on March 12th. I was originally told I would be given a provisional credit within 2 weeks. I called at 3 weeks and I was advised b/c I gave out my information to the merchant, I didn't qualify for the credit and my claim would be handled within 30 days. At 40 days, I called and was advised that my claim would be resolved within 90 days, the representative specifically told me that I would have my money back on June 12th. I called June 2nd, someone called me back and said the same thing, that I would receive my money on June 12th because the merchant in the transaction failed to respond to at all. I go on [redacted] and I can see that this is a fraudulent company, I've advised Higher One of the fact. I spoke with [redacted] (Employee ID: [redacted]), she said she was a claims supervisor, and she advised me that now it might take up to 120 days and that the representative should have told me 90 days from the [redacted] Chargeback submission date of March 24th. At this point, I'm getting the run around and no specific information as to when Claim: [redacted] will be resolved. I would think that as a business supposedly working for students, and following thelarge [redacted], would have a better handle on claims resolution. I just want my money and any fees you have charged me since March 12th back so that I can close this account and never have to deal with Higher One again, ever. The company that I ordered the product from still hasn't sent me anything and they are out of the country, so I can't file a complaint against them. However, higher one promises me protection from situations like this in a timely manner, and although they haven't reached the merchant within 3 months, they still are refusing to give me my money back.Desired Settlement: I just want my money and any fees they have charged me since March 12th back so that I can close this account and never have to deal with Higher One again, ever.

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 charged $478.59 from a merchant ([redacted]) on Christmas 2014 regarding a service that I had thought was disconnected. I filed my dispute with Higher One, and was given a provisional credit in January. I received two statements (1/31 and on 2/15) from the merchant that they reversed the payment on their end. However, I received an email from Higher One that my dispute was denied and they took the provisional credit of $478.59 back out of my account.

As a college student, I had this account set up for me for financial aid refunds. I also have my paychecks from my job direct deposited into this account. The debit was HIGHLY inconveniencing to me at the time, as they decided to take the payment out the day I got paid. I sent in documents PROVING that the merchant reversed the charge, and Higher One refused to take this into consideration (even with documented proof of the two statements) and advised me to contact the merchant. Obviously, the merchant did nothing for me either.

I'm a full time student and I work full time as well. The charges were an inconvenience for me, as I'm very limited in how I can get to work and school in between paychecks, as well as pay my own bills. Clearly they do not care about their consumers and students, but you would think otherwise.Desired Settlement: I would like a refund of the $478.59 that was taken out of my account, as I have sent in documented proof that the merchant reversed the charges. I'm tired of being given the run around by Higher One and the merchant, and would like this settled as soon as possible. The documents I sent in should be more than enough reason to process the credit, regardless of whatever the final decision was. [redacted] backed out on their own decision and reversed the charges on the account, and Higher One should honor that.

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: They offer this card as a way to help college students it's more of a scam. I get charged 50cents every time I use my card its going on a week and I still haven't received my debit card, they don't have a Bank to walk in to so you can withdraw money. I have contacted them several times to receive my debit card to have my funds removed from this card. Each time I am told to be patient it will come in the mail, a week and a half and still nothing. I am charged mysterious ATM fees, then I have to call and dispute them twice. I try to wire my funds they tell me its a 500$ limit and I have to pay 25$ each time. This card is horrible please don't bank with them.Desired Settlement: I WANT COLLEGE STUDENTS TO BE AWARE THAT THIS CARD IS A SCAM [redacted] AND HIGHER ONE MAKE MORE DOLLARS OF YOUR MONEY THAN YOU SPEND. GET THE PAPERCHECK OR HAVE YOUR FINANCIAL CHECK DEPOSITED TO A [redacted] CARD. I AM SO DIGUSTED WITH MYSELF FOR BANKING WITH THIS HORIBLE COMPANY. PLEASE DONT FOOLED.

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,

SVP, Chief Compliance Officer

Review: On Transaction Details: Identifier: [redacted] Date: 09/17/2014 Amount: $108.249/17 2014 I submitted a dispute for merchandise returned and all the information on the company. I have called on multiple occassions and have not been given any reason as to why the return is taking so long to post to my account other than they are waiting response from merchant. On the week of 11/25/2014 I again called the merchant and they stated they had not received the chargeback information to refund the charge. I got the information they needed from the person at the facility and then called Higher one with the information. I was told they would submit the required information the the company. On 12/4/2015, still no reimbursement, no communication from the bank to the company and I called and spoke with Beverly who tried to walk around the situation explaining how long it could take. I asked to speak with a supervisor and was put through to [redacted]. She looked through the records and found the information for the company to have the charge bake info sent to. She said she would "look into it". I advised her I was no longer going to do their jobs, and all I get are generated responses from there computer. They have failed to follow-up, post information and documentatiom to my account and failed to service as promised.Desired Settlement: FULL REFUND

Business

Response:

Dear Mr. [redacted],

Review: On January 13th I receive a email from Higher One telling me about a check that came in to be paid, I called them on the January 14th letting them know that I haven't written any checks nor do I have any checks for this account. Jennifer the customer service person that I was talking to mention to me that I can file a claim about faulty uses of my account, she also told me that I need to complete a fault form and send it back in when I got the email from her and we were still on the phone talking I mention to her about do I need to have it notarized and told me no because the check was returned with be paid, but because they were charging me a overdraft fee I just need to complete the form submitted it. I did that on the next business day which was the January 19th. My grandmother had to print it us at her job, she brought it home for me to sign it and took it back to her job to fax it. On January 22rd, I got a email from them telling me that they still need the fault form, I called them and told me I needed to have notarized; at that time they still haven't mention anything about anymore steps. I have called them so many times and every time no one has the same story. I have requested to speak to a supervisor a number of time without talking to them, I have been hung up on. On January 26rd I finally talk to a supervisor and she talk me through the steps that should be done, not at no time did she tell me that I still need to turn in a Identication form. On February 2th a lady from higher one called me and told me that I need to submit a Indentication form with a picture Id on the next day my grandmother took everything to work again and submitted it via the EasyHelp desk now they are telling me the Id is to dark. Before I requested account number changes and didn't go through all of this. I deal with [redacted] bank and have to do this with them and didnt have to go through all of this. Some one need to get it together I have money in this account and cannot get to it. I am about the be set out because the mess they are taking me through.Desired Settlement: I would like to get my money and close the account all together, I don't want to have anything to do with this company or their bank.

Business

Response:

This response is to acknowledge receipt of our

cardholders communications received from the Revdex.com, regarding

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

complaints very seriously.

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 us by calling the number on the back of her card Monday - Friday

between the hours of 8:00am - 11:00pm EST.

Sincerely,

Tami T[redacted]Vice

President, Customer Care

Review: Without notice Higherone put a stop on my account for a $1.99 charge that was deemed suspicious and since it was on the weekend I couldn't resolve it. It then took 45 minutes on hold with the customer service department to get my account activated on Monday. Furthermore the security on this account is AWFUL and possibly illegal. When transferred multiple times, no one bothered to re-verify my information. They could have been speaking with anyone by that point and still gave out secure information. Additionally, while my active card was deactivated for the $1.99 I have was able to access funds from my account from two different cards that should have been cancelled. One of the cards had been duplicated and used fradulently months ago, little did I know that the perpetrators still had access to my account via the card that should have been cancelled. This is the third time in less than a month that I have spent hours on the phone resolving a minor issue.Desired Settlement: The least the company can do is to contact me regarding the security issues to ensure that both inactive cards are not usable. I would also like a refund on charges related to me removing funds from my account.

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 started a higher one account in September of 2015. I was told that my account had someone else's dob and SSN. Over the next two month I had to drop classes, take off work, spend money to prove who I was. Every time I submitted documentation, I would get an email asking for 10x more. I was even told by an Manager named Shelby L[redacted] that she would fix my account and that she was mailing my school money. When I called her 10 days later she didn't know who I was. She also admitted to lying about mailing me the check. I still have not received anything. I cent certified letters and they said they did not have, but later admitted to having the lettersDesired Settlement: Stop this from happening to other students

Business

Response:

Review: According, to Higher One Website the students has the options choose the method of which their Financial Aid Refund will be disbursed . Option 1. States that if you choose to have your refund disbursed onto your [redacted] Card it will be refunded the (SAME DAY THE SCHOOL RELEASES IT) Option 2. says that if it goes into another account such as a bank account it will take (2-3 Business Days to receive) Option 3. says that if you would like a (Paper Check to be mailed to you than it will take 5-7 Business Days ) Well here goes my concern about the false advertisement, today9/30/2015 my College released my refund to Higher One. I called the school to confirm the email that was sent to me at 5:18 am that stated my funds were released. Financial Aid told me to call Higher one to check on my refund. I chose Option 1. Well at approx.. 10:15 am I called Higher One and spoke to a customer service agent and to his knowledge he didn't see my refund. About 10mins later I received an emailed saying thank you for calling but we still don't see your refund. OK...Lets fast forward to 5:19pm. I called Higher One back To check on my status and the customer service agent still said I still don't see your Refund. It's now 6:00pm on the same day that my refund was released from my College to Higher One and still there has been no released of my refund to my Higher One account. This is by far False Advertisement. If further proof is needed I have taken pictures of this matter and emails that Higher One has sent.Desired Settlement: I would like Higher One to stop taking advantage of College students who depend on their refunds and stating on their Website that if you choose Option 1. that your refund will be released the same day.

Business

Response:

This company is a joke. The Revdex.com needs to review their business practices. They can't keep track of anything in their computer system, the customer service supervisor only provided a pathetic attempt at resolving my issue. I had gotten approved for a student loan that was sent to my school and then to Higher One. I was supposed to receive a card in the mail on January 9, then again on January 21, and again just yesterday. There has been no attempt at resolution, and they wouldn't even approve my request to have my check expedited after over a month of them failing to communicate with me, and more importantly with each other. I am still waiting for my check on February 12.

Review: Higher One website has 3 options under financial aid refund. I selected " Same Business Day Deposit to a OneAccount " my school sent my refund to higher one Friday 9/11/15 , its now Monday 9/14/15 and I don't have it. Customer service continues to give me the run aroundDesired Settlement: higher one needs to deposit my money , instead of holding in their account to draw interest , it needs to happen today by 9am , or I will be organizing a [redacted] class action lawsuit like they already have in several other states for the same type of behavior

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: Recently,I dropped all my collegiate classes because I did not have neither enough time nor money to return to [redacted] to attend classes before the 366-day deadline passed (for resident status relating to tuitional rates) nor to pay for some of my non-tuitional needs.I have never had such problems with other colleges (who,at the time,did not have any contract with HigherOne).I qualified for the full amount for a freshman via [redacted],yet there was no loan funds disbursed on my HigherOne Card.Some of this could have been avoided had HigherOne made the process for "verification" either not necessary or far,far simpler.I have spent seven months preparing to be a student in a different state (that I still plan to move to),and spent hundreds of dollars doing so.HigherOne's very presence,and needlessly complex system has turned all that effort in to naught.

Product_Or_Service: HigherOne's [redacted] Order_Number: n/a

Account_Number: n/aDesired Settlement: DesiredSettlementID: Refund

I would like restitution for all losses accrued from being forced to do comply with HigherOne (instead of my school[redacted]).Both the seven months prior to the first day of intended instruction,as well as the entire 2013-2014 Academic Year has been taken from my by both [redacted]s and HigherOne's profit-first activities.

Business

Response:

Dear Mr. [redacted]

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

Please accept our apologies for your experience. We regret to hear that you did not receive the full amount of financial aid you were anticipating.

We disburse refund money based on the instructions and amounts provided by your school and are not involved in the determination of the amount to be received. However, we certainly want to ensure that any questions regarding the refund process or your Higher One account are addressed and regret any inconvenience you experienced with the verification process. Our records indicate your identity was successfully verified on 08/14/2013 and funds were later received and processed on 08/16/2013.

Our Supervisor [redacted] has been in contact with you by phone to provide personal assistance regarding your questions and concerns. We are glad she was able to reach you and hope that her review of your concern was helpful.

If you have additional questions, please call [redacted] at ###-###-####, ext. [redacted]. She is typically available Monday through Friday between 10:00 am and 5:30 pm Eastern Standard Time. If more convenient, you may speak with a Specialist by calling ###-###-#### 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

Consumer

Response:

Review: [redacted]

I am rejecting this response because:There is no content in the response field.

Sincerely,

Review: I contacted the bank on Feb. 18th because [redacted] took money out of my account the was not properly payable in the amount of 241.14 I have not been with these people since nov. they told me that there was nothing they could do, that they were not going to file a complaint or stop the payment or cancel my card. So the next day [redacted] took another 72.33 on Feb. 19th and when I called the bank again they gave me the run around again telling me there was nothing they could do again. I am upset that the bank would allow them to take more money out of my account after I told them it was not properly payable. When I asked them to close my account they told me they could not do that because my account was negative it was negative because of two payment that we're taking out of my account that was not authorized and not properly payable. I am very upset with the way they are conducting there businessDesired Settlement: I want them to give me my money back in a check as well as close my account I no longer want to bank with them

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 8:00am and 11:00pm EST.

Sincerely,

SVP, Chief

Compliance Officer

Review: My school [redacted] college have teamed up with a prepaid account to collect students financial aid from school and I have received my funds and I have been spending what is my money and while I was using my card today it was blocked this is my money and I didnt go over my daily limit on atm or purchases so I was told from higher one that my card was on suspension until I can clear up all my pending transactions which has already been deducted from my balance the terms of services and the privacy notice did not state that this could happen and I think that it's unfair that this company is putting a hold on me spending my money when I'm within my spending limit and also because that wasn't a part of the contract I feel that if you want to enforce a rule of owning the card that everything should be written in the terms I also could verify all the transactions that was made and she was able to prove that there wasn't any fraudulent activities and that it was in fact me that have been using my card spending my money and staying in my spending range also this company leaves things pending too long usually with other companies if you use your pin number for purchases things clear right up immediately but not this company so that means I'm unable to use my card for who knows how long but it's my money and I didn't break any ruleDesired Settlement: I would like to get my card unblocked so that I can get my money out stop my direct deposit and change to another bank I don't want to be involved with this company any longer I just want my money

Consumer

Response:

Thanks for your help my complaint has been resolved

Review: My college uses HighONe to dispurse my student loans and by the time of the first disbursments of the loans my college had not sent me a HigherOne debit card, so instead of waiting for the card to be shipped I was given the option to have my funds transfered to another bank. I decided to use a debit card that I had once used to have money direct deposited on and that offered a routing number and deposit id. I was able to give HigherOne all the infomation from this card in a online form and set up the transfer. HigherOne accepted the info and stated that I would recieve my money within days. After a couple of days and verifying with HigerOne that the money had been transferred on 9/29/2014 there had been no transaction reported on the debit card about any deposit or transfer being made. I then contacted the company of the debit card to find out that they had just recently stop accepting money transfers from outside banks. They stated that if any outside bank tried to transfer any moneys to them that the transaction would be declined and the money would be returned immediatly. I Then called back to HigherOne to educate there agents with this info and in returned they told me that the money showed that it was delivered giving them a trace number. I then called back to the other debit card company to give them the info and was again told by multiple Supervisors that if any outside banks send or transfer any funds that the transaction should be denied or declined and the funds should return. I have called HigherOne back almost daily; I have gotten ticket numbers by agents and Supervisor but it seems as no has exact answers of where my money has went too and no one seems to be communicating with each other. This has been a very frustrating experience. This again is a student loan used to finance my studies and is expected to be paid back and it seems though it is just floating around with no exact answer on how to get it back. Shouldn't HigherOne be able to confirm if the money they sent out actually reach the recepient and if the recepient denies the transfer shouldn't HigherOne be able to get the money back?Desired Settlement: I would like to get my School Loan disbursed back into my HigherOne account for use.

Business

Response:

Dear [redacted],

Review: I have been communicating with Higher Ons's "resolution" department to try and have my account removed from a security watch list. For over two years, I have waited and this issue is still unresolved. I was told that an employee that no longer is with the company was the individual responsible for me still being on the list. They have instructed my to send them bank statements from someone who I no longer have contact with account. They have asked me to provide them with illegal documentation that is impossible for me to provide without breaking the law. I just want to add funds to my account and due to Higher One's incompetence, I am unable to. I have tried numerous times over the past two years to resolve this issue and they will not do their job so that I may add funds to my account for school. They are doing the very opposite of what their business is meant for.Desired Settlement: I would like to be able to add funds to my account and not have to suffer because they do not know how to do their job.

Business

Response:

Dear [redacted],

Review: I was charged an extended overdrat fee after I was charged 7 times incorrectly by an unknown atm. The unknown atm fees of 2.50 each was found to be incorrect and credited back to my account, however they was not willing to credit me back the 50.00 overdraft fee. The issue was that the 50.00 would never been assessed to my account had the 7 charges been added to the account. The fee was never credited, and I was hung up on and passed around by exactly 14 agents, which I started to write down the names of. I tried to reference them to other phone agents and supervisors, but no one seemed to know the other person. For a struggling student and with todays economy this is definitely a problem.

Product_Or_Service: n/a

Order_Number: n/a

Account_Number: n/a

Desired Settlement: DesiredSettlementID: Refund

50.00 fee I was charged.

Business

Response:

Business Response /* (1000, 5, 2013/05/01) */

Dear Mr. [redacted],

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

We apologize for your experience when contacting Customer Care for assistance.

We do send electronic communication via email as well as phone call attempts to customers with an overdrawn balance. The $50.00 Delinquent Account fee is incurred when an account is negative 45 consecutive days and for $5.00 or more.

However, we understand your concerns and have issued a $50.00 credit to your account as a one-time courtesy. We hope this is helpful.

It may be helpful to review the Fee Schedule to learn about banking fees and most importantly, how they can be avoided. A link to the Fee Schedule is provided on the top portion of your online statement and on the bottom of every web page within your account.

Should you have any additional questions or concerns, please feel free to call the Supervisor line directly at XXX-XXX-XXXX ext. 5031. Customer Care is available Monday-Friday, 8:00 a.m. - 11:00 p.m. Eastern Standard Time and is always happy to assist you.

We regret any inconvenience this may have caused.

Sincerely,

Sr. Director of Customer Care