Higher One, Inc.

As so many others have said they are a predatory service. They have had my money for at least 27 days now and still no check. Apparently the card was returned to them and I had to wait until about 20 days after school started to get the account set up to state I didn't want their "service" and wanted it deposited to my personal bank account. Why on earth would I pay them $4.95 a month for giving me something my bank gives me fore free. This is on their web site unlike their customer support phone number:
"we're a company founded for students, by students and we've never forgotten our pledge to give you more choices and better value!"
Some former accounting students found a loophole and are preying on existing students.
Schools should be punished in some way for using Higher One. The students sure are being subjected to unneeded and undue punishment trying to retrieve what is theirs; Financial Aid is for people that have little to no Financial means are are trying to better themselves. So holding funds for weeks on end to accrue a few cents of interest (done several thousand times, that's a lot of money) is poor business at best.
I am now scared now. They have my SSN#, required to get my account setup.They have my bank account information so that someday they can put my money in it. An unscrupulous company such as this and I was forced, again by my school, to give over vital personal identification information to get a very small but needed amount of money.

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.

Review: I have an account with Higher One, for my Financial Aid, as I go to school at [redacted] College. Account number is XXXXXXXXX. My financial aid was posted into my account which was used for the purpose of schooling. I was notified of a check sent to my address (which I never received and same check was cashed by an unknown person). A dispute/investigation was opened and I sent in all the paperwork on the 9th of February, 2013. I was told to give them 90 days to conduct and conclude their investigations. May 9th 2013 was 90 days after the Dispute was filed and I never got a correspondence from Higher One Inc.Nevertheless, on 01/22/2013, 01/28/2013 and 04/01/2013, $217.00, $1,141.00, and $1,387.00 were posted respectively to my Higher One Financial Aid Account.The total amount I have in my account which doesn't pertain or relate to the dispute/claim is $2,745.00.I am currently lagging behind in my classes due to the fact that I do not have funds for books and other educational materials I need my financial aid for.The dispute in question doesn't relate to the new funds posted to my account. I am unable to access these funds because my account has a hold on. And Higher One hasn't given any reasonable response, thereby jeopardizing my education.

Account_Number: XXXXXXXXX

Desired Settlement: DesiredSettlementID: Refund

I want to be accessible to my newly posted funds, so as to be able to get my books and other materials for school.

Business

Response:

Business Response /* (1000, 5, 2013/06/14) */

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.

Since the funds were deposited into your Higher One account and the check was also cashed, the check casher is seeking payment to be reimbursed. We are currently continuing to review this matter further based on the information you have provided.

You may contact me personally at XXX-XXX-XXXX ext. 4206, Monday - Friday, 8:00 am - 5:00 pm, Eastern Standard Time or speak to a Resolution Specialist by calling XXX-XXX-XXXX ext. 5091, Monday - Friday, 8:00 am - 11:00 pm, Eastern Standard Time .

Sincerely,

Sr. Director of Customer

Consumer Response /* (3000, 7, 2013/06/18) */

(The consumer indicated he/she DID NOT ACCEPT the response from the business.)

I have been told months ago that my case is been reviewed. Its been 6 months now. How long does it take? Plus, I am asking for provisional credit in the amount of new deposits made to my account after this happened. This is Financial Aid and Higher One needs to understand this is my life. If the new deposits weren't credited into my account, what money would they place hold to? Also, who writes his or her social security number on or behind a check? This is clearly fraud and Higher One is involved because the check was supposedly cancelled and not sent out when my card was re-activated. Now it

Business Response /* (4000, 9, 2013/07/02) */

Dear Ms. [redacted],

We received an additional follow up letter to your Revdex.com inquiry and regret to hear of your continued dissatisfaction. We welcome the opportunity to further assist you.

We were contacted by Check Smart, a company representing California Check Cashing stating that a check in the amount of $2633.43 was paid to Ms. [redacted], however there was a stop payment issued on that check and the bank did not clear this item.

Although you state that the signature on the back of the check is not yours, we contacted the check casher and they informed us that when the check was cashed they verified that the person cashing the check had valid identification. The social security number provided on the back of the check is the same number we have on file.

You have not stated that any of your identifying information has been compromised and therefore we have submitted payment to the check casher since the check was also deposited into your Higher One account.

If you feel that someone fraudulently cashed your check, we recommend working with your local law enforcement and the check casher directly to further pursue this matter.

We apologize for any inconvenience this may have caused.

If you have any questions, please contact me at XXX-XXX-XXXX ext. 4206. I am typically available Monday through Friday between 8:00 a.m. -5:00 p.m. Eastern Standard Time. Alternatively, you may speak with a Supervisor in our Call Center by calling XXX-XXX-XXXX ext. 5031 Monday-Friday, 8:00 a.m. - 11:00 p.m. Eastern Standard Time.

Sincerely,

Sr. Director of Customer Care

Review: My son [redacted] is no longer enrolled the [redacted] community in grenanda , ms the company charged my credit card 510.00 for my tuition he is not attending

they charged my credit card account with my authorization this should be a crime. thank god I had the money in the account otherwise the would be horrible. how can they have a plus rating doing business like that. I want my hard earned money back now. Desired Settlement: I want my money back from these folks. this not right. my son is not in that college . that is not fair or correct. We do not owe that school a dime.

Business

Response:

Business Response /* (1000, 5, 2013/04/03) */

Dear Ms. [redacted],

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

I apologize for the frustration you experienced when contacting Customer Care for assistance. You certainly deserve to receive stellar service on each and every contact. We regret to hear that this was not the case in your experience. I assure you that we will look into this matter and address any potential coaching opportunities.

Our Supervisor [redacted] has spoken with you over the phone to personally assist with your concerns. After further researching this matter, we determined that a system issue caused your account to be charged in error. We sincerely regret that this occurred and apologize for the inconvenience. Please rest assured that credits were applied to your card on 03/19/2013 in the amounts of $510.00 and $594.50 for the erroneous transactions.

We understand you were concerned with a $25.00 fee assessed per each transaction. While we were unable to locate these fees in our system, we certainly want to resolve this for you.

At this time, a check in the amount of $50.00 has been mailed to your address in an effort to resolve this matter. Please allow five to seven business days for delivery.

We hope this is helpful and want to ensure that all of your concerns have been addressed.

If you have additional questions, please do not hesitate to call the Supervisor line directly at XXX-XXX-XXXX ext. 5031 and ask for [redacted]. She is available Monday - Friday, 10:00 am - 6:30 pm Eastern Standard Time. Customer Care is available Monday-Friday, 8:00 am - 11:00 pm Eastern Standard Time. Please reference incident number XXXXXX-XXXXXX so that we can best assist you.

We apologize for any inconvenience this may have caused.

Sincerely,

Sr. Director of Customer Care

Review: My local college has paired with higher one to distribute my refund into my account. The college has sent higher one the information regarding the refund amount on February 8th. Higher One says they have no information regarding any type of refund for me and to just keep waiting. I ask to speak to a manager or supervisor each time I call only to get the response I am the one who processes refunds and load the amount into customers accounts there is no other department or supervision.Desired Settlement: I would like my refund added to my one account by the end of today.

Business

Response:

Review: Today I received an email from Higher One that they are closing my bank account. There was no reason provided in the email. This email was received at 3:21 pm. I called them at 3:47 pm. I was transferred to a supervisor. The supervisor could not provide an explanation to the account closure. I was put on hold while waiting to be transferred to a person who could possibly give an explanation. After holding for 42 minutes the person advised me I would receive a callback this evening.

I called back around 7:30pm. I still received no solution other than my account was closed and I would receive a check with 5-7 business days. This representative hung up on me.

I called back, was transferred to a supervisor, who also could not answer why my account was closed. They stated that I would receive a check in 7-10 days and could not answer if my request to have the check over night shipped would be honored or a timeframe of receiving an answer on this. I was then transferred to their supervisor.

This next supervisor advised me that it is possible my account was closed due to filing chargeback claims. I recently had a chargeback approved due to a product from an Internet sale not arriving. I have two pending from [redacted] shipping, who advised me in a response to a Revdex.com complaint that they would be refunding these charges. Another one was denied today- this was a claim for toll charges from [redacted]. I rented a vehicle with this feature. They charged my card for tolls in NYC. I was never in NYC, and this can be corroborated by the charges on my bank card that day, as I made many NOT in NYC that day.

I have been a good banking customer with no recent overdrafts. I routinely get my paycheck deposited every two weeks on a Thursday. Due to this unexplained account closing, my entire paycheck is in limbo and this puts a financial strain before the Holidays. I cannot wait 5-10 business days, as this is unexpected. The earliest due to the Holiday and weekend would be 12/26/14, the latest 1/2/15. I could also not be assured of a tracking number for this check to ensure delivery.

I am appalled that I am being denied a reasonable answer to this account closure and access to my funds, without warning. This is unacceptable and abusive.Desired Settlement: I would like immediate access to my funds, as I have not been offered a valid reason why my account has been closed. I am requesting immediate attention to this matter and a swift resolution.

Business

Response:

Dear

Ms. [redacted],

We

received your letter from the Revdex.com and appreciate the

opportunity to respond.

We

apologize for the frustration you experienced regarding the closure of your

checking account serviced by Higher One.

Unfortunately,

the number of unauthorized activity claims that have been submitted to Higher

One indicates that your account may not have been properly safeguarded.

Per our terms and conditions, we have exercised our right to cease our business

relationship. We apologize for any inconvenience this has caused you.

Additionally,

we were able to expedite the check for your balance as requested and are happy

to see that you have negotiated your check as of 12/23/2014.

If

you have not already done so, please change your refund preference by logging

into your online profile (using your email address and password). Select

"Refund Preferences" from the "Refunds" tab of your account

homepage. Using the appropriate radio button, please select your preferred

refund delivery method and do not forget to click the "Update

Preference" button to complete the process.

If

you have any further questions, please do not hesitate to contact us by calling

###-###-#### between the hours of 8am and 11pm EST (Monday-Friday). We would

be happy to assist you.

Sincerely,

Review: My school loan was deposited into a Higher One account after I had expressed concern over this issue, I was basically strong armed into this account and I have had nothing but issues.I had a charge placed on my account for 154.81 and when I disputed the charge I was given the royal run around about a provisional credit, I contacted them several times by phone as was basically given the brush off.Thrie fee schedule is all wrong, local ATM's charge money and it has been brought to my attention that this company services schools refunds in several states, after reading all the negative complaints I am requesting the Department of Education open and investigation as well as the FDIC.Your funds are not yours they are dispersed at the discretion of Higher One, I should be allowed to spend my money as I choose and if a fraudlent charge is placed on my account I should be protected.This company lies and decieves at every phone call and you have no choice but to use them.Desired Settlement: I want my 154.81 returned to my account, the fee for ordering checks of 7.95 returned to the account as my account number changed because of a fraud charge that causec my account to go negative and so that I would not be charged over and over for the ACH payment they changed my account making the checks no longer any good

Business

Response:

Dear [redacted],

Review: Greetings, I was recently informed that my deceased husband had some unclaimed funds in an account with Higher One. I received paperwork from Higher One requesting that I complete and return forms proving that I was the next of kin. I submitted all required documents to include, death certificate, affidavit and a copy of my military identification card. After submitting all required documents, I received two checks from Higher One, one made payable to my husbands estate and the other may payable to my husband. My husband died in 2010 without a will and an estate was never established. I have written to Higher One on many occasions requesting that they reissue both checks in my name. I have copied below the response I received from Higher One. My concern is that if they are making there decision based on policies and procedure, I am requesting a copy of those documents which they have indicated they can't provide due to the fact that they are internal policies. I am asking your assistance with receiving a copy of these policies and procedures since this is the basis of there decision. I am also curious as to why they continue to reference my deceased husband email on correspondence they send to me since they are well aware that he is deceased. Thank you in advance for your assistance with this request. Response from Higher One: Discussion Thread Response Via Email ([redacted])08/22/2014 11:05 AM Dear (name deleted): I would like to take this opportunity to follow up with you regarding the checks you had received, issued to the Estate of (name deleted). The Higher One account is not a joint account and the funds belong to the deceased customer. We are continuing to review your request to have a check issued in your name. I will reach out to you early next week once we have been able to complete our review of your request. Internal policies and procedures are not for public disclosure..Desired Settlement: I am requesting that both checks be reissued in my name. If this request is denied, I am requesting a copy of the policy/procedure that indicates why the checks can't be reissued in my name. Thank you!

Business

Response:

Dear [redacted],

Review: I ordered a replacement debit card on June 6, 2014 for $21.00 as of June 25, 2014 I still do not have a card nor do I have access to any money in my checking account apart from writing checks. I've called Higher One three times to rectify the situation. I was told to wait a couple days, then I was told I will need to reorder another card for an additional $21.00, I was advised to transfer money from the Higher One account to another account for additional fee's, I was advised to write checks to "cash" and take to a check cashing facility for money, and I was also advised to check with the postal service for the transition of the card. When I called the post office they required a tracking or trace # from Higher One to verify, however, when I called Higher One they was unable to supply a tracking # or an email stating the card was mailed and delivered. At this point I do not have any additional resources or patients to wait for another card, etc. My payroll check is direct deposited into this checking account, therefore I need access to my cash via debit card, this is an online banking system, I cannot physically go to the bank and take out cash for gas or other bills I need to pay via credit-card or cash. I have extended a due date for a furniture payment I needed to pay on June 21, 2014 in hopes the debit card would arrive, however, I still do not have it and Higher One told me to write a check for "cash" in order to pay the bill. I'm extremely aggravated and upset because I feel my concerns are not taken seriously and this could possibly be a scam this bank is running by taking fee's for services not delivered.Desired Settlement: I would like to receive another debit card ASAP and any additional fee's associated with it waived until I can open up another checking account and close this one.

Business

Response:

Dear [redacted],

Review: Higher One has blatantly disregarded my right to my financial aid money. Twice they have allegedly "sent me a debit card" that I never had any interest in using. Neither time did any such card arrive in the mail. Higher One provides no outside tracking, instead opting to notify me after the fact that "the post office returned it". I have a personal daily relationship with my post office and carrier, and nothing from Higher One has ever been sent to my address. After repeatedly calling their customer service line, I finally got them to give me a temporary code to allow me access to their website in order to apply my preference of having my financial aid deposited directly into my bank account. I was then notified that I had waited too long to activate my Higher One card (which was allegedly sent twice and returned both times, with absolutely no corroboration of this claim by the United States Postsl Service) and that a paper check had been mailed and would arrive in 5-7 days. It has been 12 days since that notification, and now Higher One claims I should just wait because "the holidays are busy" and offered to try and send a check again when this one is returned. I have no hopes of ever seeing a check in the mail, because it is my belief that they simply do not care, and are sitting on my money collecting interest while I lose my livelihood due to their activity.Desired Settlement: Higher One claims to be unable to simply deposit my award money - which was process 11/10/15, into the bank account I have on file. Furthermore, they claim that this disbursement will never be deposited, and I will have to wait until either a check or my Higher One card finally arrive to my address, because I was too late in setting up an account preference- a circumstance that was clearly of their own design. I want this money deposited in my account. I don't want made up excuses where the post office miraculously loses my mail over and over again. It is simply false. They are holding my money and trying to leverage me into using their service. If a check isn't ACTUALLY mailed and arriving at my address by the end of the month, I will go negative on all of my bills. I want my money, I want it in my account, and I want it a month ago, when it was awarded to me. Since that is impossible, I want it before the end of this month or I will be forced to seek legal action.

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 T[redacted] at OneSupport directly by calling [redacted] Option 1 Monday -

Friday between the hours of 9:00am - 6:00pm EDT.

Sincerely,

T[redacted]Vice President, Customer Care

Review: ON Aug 14th I found out my school had released my refund to this company after calling them back in April and reporting my card as stolen I called again to find out what had happened to my replacement card I was told the card was never canceled and that I had a balance of .12 left on my account My refund that was deposited was $1279 I filed a dispute for each transaction stating I did not authorize them and sent in a ACH form for all my fund to be deposited to another bank from that point on. On Sept 4th I received eight emails stating that I was responsible for the charges because the Z on the only reciept they received was visual similar to the one on my ACH form. I was outraged because they then request I pay them the provisional credit back which at that point meant I was out $2500 dollars after going back and forth with them for days I set up a payment plan to preserve my credit in which the agent I spoke with stated they would not touch my next refund when it came in as long as I had the arrangement on Sept 18 a refund in the amount of $964 was deposited and they took every dime. Now today my refund in the amount of $1862 was deposited they raised my overdraft amount to $304 from the original $294 stating I had to pay a monthly service few on an account I haven't used in two months nor had access to. After they took the money to cover the overdraft they state they would be closing my account and mailing me a check I was on the side of the road stranded with my two year old daughter and they could care less my fiance has an account as well I asked if they could simply transfer the funds to his account I was told if they decided to give me that option the might after speaking to supervisors and 2 team lead I still was not able to get this issue taking care of I hate this company and I really wish it would be shut down it doesn't have over 300 complaints for nothing the people are horrible they are liars and don't care about anyone but themselves they have no sense of customer serviceDesired Settlement: I want to be compensated for pain and suffering I have spoken with an attorney regarding this company I was my refunds set to be deposited into my other bank account in same amount of time it takes to get to them and I want my money back that I shouldn't have had to pay in the first place for purchases I did not make I want every person that I have spoken to that was unhelpful reprimanded until they understand in customer service the customer comes first

Business

Response:

Dear [redacted],

Review: I am a Student at [redacted] University. They Partner with Higher One to deliver Federal Refund Loan Money, that me as the student pay taxes on it... The refund is to help with Housing and things needed for school... I have a housing emergency, and it has gone ignored... Higher One uses the same script everyday, I don't see the money in your account ... [redacted] Online shows that check number [redacted] was sent to Higher One on 9-29... it takes 1-2 business days for that transaction to occur... Once again today, the Supervisor Emma, stated that the school has not sent them any of the records... Someone is not telling the truth, I then went to the Reviews and found that is behavior is routine for this company.. The reviews I learned today, too late, is horrible.. this company needs a full investigation.. you are talking about a Federal Refund, that is something that you don not leave sitting around. I thank you for your attention in this matter.Desired Settlement: Refund with interest

Business

Response:

Review: I am a college student at my local community collegeAt the beginning of the current Fall semester, I was notified by my school several times through several different ways (emails, post cards, pamphlets, ext.) that they will no longer be issuing paper checks because they are trying to "go green"A few weeks later after the notifications about the "connect card" (the name my school gave the card), I finally received it on 10/I had a little difficulty activating the card over the phone so I went on the website and activated it that wayAfter I completed the activation process, I then realized that I opened a bank accountI was immediately outraged and tried calling the company but they do not have any weekend business hoursI recently just got off the phone with a representative who was very apologetic but at the same time said that I should have known that I was opening a bank account because the card was advertised as a Higher One checking accountActually, my school advertised it as a connect card, sort of along the lines of a prepaid card that has my refund balance on it, NOT a checking account or bank accountI believe that both my school and your company needs to do more with properly stating that we are opening a bank account and not a "connect card"Both institutions carefully worded all information given to us and made us think that by having this card, it was sort of the only way for us to get our refund moneyActually, after I activated the card, I found out about the day default where if we do not activate our card, we would automatically get our paper checks sent out to usThat information should be given to use up front, not in the fine print on page in between the fine printShame on your Higher One.Desired Settlement: Immediately let all college students know about ALL choices they have, not just the ones you want us to pickThe day default option should be immediately posted at not on some other page other than the main page and not on the second, third, and so on page, stop advertising the card as a connect card or a college checking account (when I saw that, I thought it was a account with my check on it)But actually advertise the account as a bank accountStop wording thing in order to trick us
Business
Response:
Dear MsDrew,
We have received your letter from the Revdex.com regarding your Higher One accountHigher One is committed to Stellar Service and we appreciate the opportunity to address your concerns
We apologize for the confusion and frustration you experienced regarding the refund preference selection process
Our Customer Care Supervisor, Teresa Trujillo, has attempted to contact you by phone to provide personal assistance regarding your questions and concernsUnfortunately, we have been unsuccessful in reaching youWe understand the importance of your concern and welcome the opportunity to assist you
Our main priority is to disburse your funds in the manner you have selected during the online refund preference selection processAll options that your college offers are presented to you which include "Same Day Deposit to a Higher One Checking Account," "Deposit to Another Account," and "Paper Check" The Higher One checking account is only one option and is not a requirement to receive your disbursement
If you have additional questions, you may speak with [redacted] Monday-Friday, 8:a.m- 11:p.mEastern Standard Time
We apologize for any inconvenience this may have caused
Sincerely,
SrDirector of Customer Care

Review: In July 2013 I called Higher One (after great trouble finding the right number to call on their list of multiple 1-800 customer service lines) to cancel my student loan refund debit card as I was attending a new school, [redacted] University, and would no longer be utilizing their services. The man on the phone told me everything was set and I would receive a confirmation email. Instead I received an email which stated I owed $5.75 for the service fee for August. So I logged onto my account to see if it was indeed still open. Somewhere wires must have been crossed or perhaps the customer service rep didn't enter in my information properly because my account was open. I called again (25 minute hold after having to call multiple times in one day due to no supervisors being available) and this time I was told my account was negative and I needed to pay the balance. I then explained the situation and she said she would reverse the fees and close the account-and that I would receive a confirmation email. Instead I received yet another email telling me I was negative-this time for TWO monthly fees AND a threat to report me to a credit agency. I was so frustrated! And so today I called AGAIN. I spent a total of 45 minutes on hold. I was directed to a supervisor who would not give me an employee ID number or email OR direct line OR last name. This woman has sensitive information including my SSN, address, phone number and refused to allow me to ID her should I have any problems. She said ALL of the managers in the WHOLE COMPANY were in a meeting and they would have to call me back. The reason my account was denied the fee waiver was because I had "logged on in August and was aware my account was still open". It has taken so much work just to get ahold of anyone working for this company. The website offers little information. Employees working with sensitive information need to have ID numbers! A manager needs to be available at all times when working with finances! I am outraged and insulted.Desired Settlement: My account must be closed and any reports made to a credit bureau are to be revoked and explained. Employees must have ID numbers-not just names ([redacted]). Working with such sensitive information is delicate and must be treated as such. The behavior exhibited by this company is irresponsible, rude, and unethical. Refusing to cancel this account and continuing to charge me fees is absolutely ridiculous and unlawful. This company is taking advantage of its customers.

Business

Response:

Dear Ms.

[redacted],

Review: I made a purchase on July 3rd and cancelled it with [redacted]. High One wants to have me have [redacted] write a letter of authorization to release the hold. I sent them the confirmation email of the cancellation of my purchase. I think this is authorization enough and how about Higher One contact the merchant to verify. This process they have for holds is not working for consumers. I am still waiting on the release so I can purchase my furniture.Desired Settlement: All they have to do is click one button to release the hold.

Business

Response:

Review: To whom it may concern, I contacted Higher One customer service in regards to the hold on my account in the amount of $413.96 pending since 3/1/13 from [redacted]. I returned the rental car 3/5/13 where I completed my transaction and paid the rental in full with another credit card. At that time [redacted] stated that the release of the hold of the credit card will occur within 48 hours which would be 3/7/13. However, on 3/7/13 I noticed that the hold was still pending. I contacted Higher One customer service and I was advised that Higher One not [redacted] would continue the hold for up to 21 days unless I can provide proof that the merchant ([redacted]) would no longer capture any funds.On 03/14/2013, I faxed my rental contract and paid in full receipt from [redacted] which displays the completion of the rental as well as the final charge on my other credit card. A few hours later I received an email reply from Higher One customer service representative [redacted] stating that this was not sufficient and I needed to have [redacted] complete the Higher One Hold Release form. The next day I went to the [redacted] Rental location to have the form completed. [redacted] corporate stated that they have the form and will complete it and fax it to Higher One. Again, a few hours later I receive an email from Higher One customer service representative [redacted] stating that the form was insufficient as a manager needed to sign it.I immediately contacted [redacted] and advised them of the email from Higher One, the [redacted] rep stated that it struck him as very odd as they always sign the forms before faxing it but he would verify and send another fax. However, once AGAIN, I receive another email from Higher One, stating as the previous communication, that this wasnt sufficient to release my funds as [redacted] did not place on the form that no other funds would be captured. This is very ironic as I did everything as instructed and each time I get a reply with another excuse not mentioned at the time of discussion with the Higher One reps.If [redacted] Corporate completes a Hold Release Form provided by Higher One and it being the sole purpose of this entire ordeal to release my funds, one would think that the completed form would address and satisfy all of those requirements to release my funds otherwise it shouldnt be named Hold Release FormEither Higher One staff is completed incompetent by not disclosing all of the additional requirements throughout my various phone calls; which was the ONLY reason why I contacted Higher One, or Higher One failed to include it on the form. In any case, this is absolutely frivolous, I rented many cars and banked with many financial institutions not once have I experienced such utter incompetence. If [redacted] as the merchant stated that they would release the hold after 48 hours after the return and final payment, in addition to providing the documentation not once but TWICE, why does Higher One feel that they have to add an additional 21 day hold? It has been a total of 17 days since my initial transaction, [redacted] and I have provided Higher One with all the requirements as instructed, however Higher One continues to refuse to release the funds. This is my money and I have wasted a lot of time going back forth providing all of the documentation as requested by [redacted] and [redacted]; just to be advised to provide additional information after. I am so appalled by Higher One and I will file complaints with the Revdex.com, FTC and any other government or consumer protection agency along with media outlets to shed light on my horrendous experience. Along with the president and vice president of Georgia Perimeter College. I feel as this is borderline illegal and needs to be addressed or at least the public needs to be made aware of these unethical ethics.

Product_Or_Service: Banking

Desired Settlement: DesiredSettlementID: Refund

I only want my funds released. After this, I will not do business with them in the future.

Business

Response:

Business Response /* (1000, 5, 2013/03/28) */

Dear Ms. [redacted],

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

I apologize for the confusion and frustration experienced regarding the temporary hold process.

We understand the frustrations this caused and apologize for your negative experience. Our Assistant Customer Care Manager [redacted]r has attempted to call you in an effort to review and resolve your concerns. Unfortunately, we have been unsuccessful with reaching you, however, we understand the importance of your concern and welcome the opportunity to assist you.

When a merchant receives an authorization code for a transaction, a temporary hold (pending transaction) appears on your statement to allow time for the merchant to collect the funds. Generally the hold timeframe is five business days on everyday transactions. However, car rentals remain on hold for 21 business days and cash advances for 35 calendar days.

If the merchant has no intention of collecting the funds, we do require a letter from them in order to remove the hold before the stated timeframe. The information we will accept is very specific as a security measure to our cardholders. We want to ensure we have charge back rights should the merchant act contrary to the written agreement. Unfortunately, the initial letters we received from the merchant were incomplete. However, the hold has since been released.

We apologize for any inconvenience this may have caused.

If you have additional questions or concerns, please feel free to contact [redacted] directly at X-XXX-XXX-XXXX extension 4285, Monday through Friday 11:00 am - 8:00 pm Eastern Standard Time.

Sincerely,

Sr. Director of Customer Care

Review: They were supposed to have my card to me three days before I got it. They said there wasn't anything they could do. When I did get it, I logged on and the website said I would have funds within 24 hours. They are now telling me 3-4 days. These are student loan funds. They should not be allowed to gain interest on loan funds that I am paying interest on. I can't get any kind of resolution other than "we appreciate your patience" "we are working quickly to resolve the problem" "We are experiencing an extremely high volume of identification documents at this time". They act like this is not an ordinary issue for them but if you read the complaints, this seems to be standard operating practices for themDesired Settlement: $4500.00

Business

Response:

Review: I am a grad student at [redacted], the school recently change the banking company that they used to disbursed student financial aid payments. the prior company only took one day after the funds was released from the school. but Highr One holds the funds for two weeks. This is not following Federal Reserve regulations regarding deposits. Placing hold on a government issued paycheck for more than 3 days; which is considered a next-day item per banking regulations. I brought this to their attention. The customer service people I dealt with were seemingly outsourced and had no idea what I was talking about. After being transferred to another person, and having the phone seemingly drop call repeatedly I decided to contact the Revdex.com.Desired Settlement: I would like my funds to be posted in the correct allotted time as per banking regulations, not that of a sub-par banking institution.

Business

Response:

Dear [redacted],

Thank you for your letter regarding your recent experience with Higher One, Inc. We are committed to stellar service and appreciate the opportunity to respond.

We regret to hear of your experience when contacting Customer Care for assistance regarding your refund availability. Please rest assured that your calls will be reviewed for quality assurance. We are committed to providing our cardholders with stellar service and appreciate your feedback.

Our records confirm that Higher One received your most recent financial aid refund from [redacted] on September 17, 2014. The funds were deposited into your Higher One checking account the same day.

Please be advised that Higher One did not hold or delay the disbursement of your refund money. The refund process is two steps. The first step is completed by your school and there are several steps taken behind the scenes before a wire transfer is sent to Higher One. After the school processes their part of the disbursements, all student refunds are placed into batches awaiting final disbursement to the student. Once the school wires the money for each batch of disbursements the money is distributed to each recipient based on their refund preference. With 'same day deposit to a Higher One checking account', funds are deposited the same day we receive the money from your school. An email is sent to all recipients when the money is disbursed.

Please rest assured that we work together with your school and are committed to seamlessly processing your refunds to ensure that you have access to your funds as quickly as possible.

We have been unsuccessful in our attempts to reach you by phone, however, if you have additional questions, you may speak with a Supervisor by calling ###-###-####, Monday-Friday, 8:00 a.m. - 11:00 p.m. Eastern Standard Time.

Thank you for your valued business.

Sincerely,

Sr. Director of Customer Care

Review: Higher refused to issue fee creditEven after claim was refused.On 07/08/2014 Higher one took -250.00From my account and transferred it to another higher one account for [redacted] that was compromised and fraudulently used.I was issued $228.00 but is still owed $22. I spoke to a Resolution Team Supervisor who was rude and lied. I spoke with her on 09/04/14@ 8:20am.Desired Settlement: $22.00

Business

Response:

Dear [redacted],

Review: The bank told me they were closing my account when I demanded them to do so. The reason I demanded in the first place was the fact that they restricted access to my account because it was flagged for my gym membership as potentially fraud. I wired my remaining balance with the exception of the mandatory $20 they made me keep in there. I was told they would give me a check but instead they have unlawfully charged me a monthly service fee even though I told them that I thought they were scammers and to close my account. Not they are saying I am overdrawn even though I have no access to a debit card. I demanded that again that they were to erase the overdrawn and to close my account. They have not responded. I'm done. I want my account closed without me paying anything more to them as they have already stole in my opinion $20 of my money and giving me no way of getting it out because presumably my account was closed.Desired Settlement: I want my account to be closed (even though I told the agent before that I wanted it closed but apparently I am not to be listened to) and the over draft that was a result of their service charges even though I asked them to close my account.

Business

Response:

Dear Ms. Hester,