Higher One, Inc.

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: 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: 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: 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: 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: 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.

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.

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: 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: 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

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: 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: 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 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: 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 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: 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: 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:

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:

Horrible! I'm a college student and for a financial institution that can't even take the time to build actual locations to help speed up online processing just makes them look like a second rate company. It's taken them a week to verify my account after I sent them all my personal info including social security number, address and my drivers license but that wasn't good enough for them. Not to mention they make you send these to them online so who knows who is intercepting these files with my identity in them.