Higher One, Inc.

Review: I have an account with higher one because I am a student of [redacted]. On 10/09/2015 I received a refund on my higher bank account for $500. I requested a check to be sent to my wife [redacted] which was sent to an incorrect address. I called after some days because the check was not received and the customer service informed me that. I requested a second check to be sent to my wife to the correct address on 10/21/2015. By November 5th I had to call again because the check had not been received neither. In that call the representative told me that I had nothing to worry about because he was placing a stop payment in the second check and that the money had to be back on my higher one account by the day after (11/06/2015) and that I had to make a transfer to my regular bank account (in this case, bank of america), and that the transfer was supposed to be effective the same business day. I had to travel out of the country on November 6th (the day after). I checked my account on Monday and my surprise is that the money is not there. I made a call to higher one and they told me that the check had been cashed on November 5th!!! I need a resolution as soon as possible! I did not cashed the check neither my wife, that is not her signature! I have my account overdrawn since the money was compromised already. I am suffering a really bad situation and had been trying to get the money that belongs to me since the beggining of October. I dont understand who did this, who cashed the check and what I want is my money and a reimbursement for the overdraft fees I am being charged. I would be more than happy to provide you with all proof I can get and also I would like you to listen to my conversation with Julcea M[redacted] which was the person who took care of my call on November 5th providing false information. I dont want to make a false accusation but what a casualty that the same day that the boy who answered my call told me that a stop payment had been made on the check and that the money was supposed to be reimbursed to my higher one account was the same day that the check was cashed. Please help me as soon as possible.Desired Settlement: I want my $500 back on my higher one account so I can make my transfer and I want the reimbursement of 6 overdraft fees that are affecting me right now because iof this situation!

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 the

Supervisor line directly by calling [redacted] Monday – Friday between the

hours of 8:00am – 11:00pm EST.

Sincerely,

Tami T[redacted]

Senior Director, Call Center Operations

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

We are still trying to resolve the issue. A checks signature has been forged and therefore I can't access my balance of $500. We will submit affidavit tomorrow since we have been trying to get a police report which they specified on their instructions that is a must. We couldn't get the police report because the check image sent by higher one didn't had any information about the bank it was cashed in. This activity is super suspicious to us because in the check image it clearly states that the check should be deposit in an especific account: [redacted] account, my wife, the person who never got the check never cashed the check and never received that money in her account. So since they have been coming back and forth with numerous problems we reject their response until the money is back into my account.

Sincerely,

Business

Response:

This response is to acknowledge receipt of our

cardholders further communications received from the Revdex.com,

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

complaints very seriously.

We apologize to Ms. [redacted] for the frustration

and inconvenience she has experienced regarding the claims process. We have

been in communication with Ms. [redacted] regarding her concerns and are actively

working to recover her funds.

If she has any additional questions, Ms. [redacted]

may contact our Resolution Manager directly by calling ###-###-#### Ext. [redacted].

Sincerely,

Tami T[redacted]Senior Director, Call Center Operations

I was told when I set up my account that my card is purely a debit card, so I couldn't overdraw my account. I accidentally over drew it $0.55, so when I put more cash in the account to fix the problem they THEN put a restriction on all the $ in my account AFTER I paid them back their measly $0.55, even though I was told in the beginning that I couldn't overdraw my account. I can't wait to tell the whole world about my bad experience at every opportunity. I also can't wait to get a different account almost anywhere else.

Should you ever receive a notice in the mail that your college has issued a refund I would encourage you to first call the college to see if it is true. More than likely it is not. This company sends debit cards in the mail and states that you have a refund available. It then sends you through an automated system online to collect all of your personal information to include name and Social Security number.
You are required to accept the fees in which they charge which are astronomical . Without agreeing to these terms, you have no way of knowing whether or not there is any refund due. Once they have this information you are then taking to your account activity which has a balance of zero.
I would encourage all people, prior to submitting any information out online to contact their college to find out whether or not there are any refunds that are due and if so, to have the college send you a check directly - unless of course you like paying incredibly high fees for absolutely nothing.
This bank is predatory, deceptive, dishonest and immoral in its business practices. I would never use this bank or recommend them.

This company is absolutely HORRIBLE!!!!!!! If I could give them a million negative stars I would. I have been mailed two cards and a check that I have STILL not received and neither of them can be tracked (because apparently that's not a thing). I frequently get emails that instruct me to choose a refund option that I have NO WAY of setting up without these imaginary cards they claimed to have sent me.
After hunting online for their help service number, WHICH ISN'T EVEN ON THEIR WEBSITE, I finally talked to someone. I was basically told that if I never receive anything in the mail them it would just be RESENT again and again until I received it. They have no way of depositing my money into my current bank account so I am forced to open an account that I DO NOT WANT! The representatives are absolutely NO help! definitely a waste of time having them there because in no way, shape, or form could these people actually be helpful. I have no idea if I will EVER receive my refund. I sincerely hope this company BURSTS INTO FLAMES so no one will ever have to deal with the frustration I am going through.
I & many of my fellow classmates will be contacting our university and letting them know what a disgusting decision it was and will ever be to have anything to do with this company.

Review: I am attending a college in which the refund goes through Higher One. Unfortunately, I am more than a month into the semester and they still have a "hold" on my account stating they need more information to verify my identity. I sent in a scanned Drivers License on (9/15/2013)which they claim they can't read so I resubmitted another scanned Drivers License and a scanned SSN card on (9/22/2013)and they claim they cant read the license yet when I emailed it to myself to check, it came out clear. How can I be a successful student when I can't get my money to buy books?On 9/27/13, I called them and was asked a number of questions which didn't pertain to me and they said they still can't verify my identity and that I should send another scanned copy in...seriously? If they can't read it twice, why don't they have an alternative plan?Desired Settlement: I want the hold removed from my account so I can pay my tuition and purchase my textbooks.

Consumer

Response:

From: [redacted]

Sent: Tuesday, October 01, 2013 7:00

PM

To: Higher One Customer

Service

Subject: Re: [redacted]

Attempt Call Back Revdex.com [redacted]

To Whom It

May Concern:

We have sent

a copy of my drivers license three times now and social security number twice.

In addition, I have faxed over a copy to [redacted] on Friday, attn: [redacted]

(per [redacted], Supervisor's request). I have also been asked a myriad of

questions to which I don't have the answers because, as I mentioned before, I

think you have me and another [redacted] account information confused;

regardless, I have been more than accommodating to verify my identity and YOU

STILL HAVE A HOLD ON MY FUNDS! You attempted to reach me today via phone while I

was in class and I am calling you back now, at your request, and you place me on

hold for a ridiculous amount of time, ask me the same questions, and place me on

"hold to go check the faxes" after you asked me the exact date, time, and where

I faxed it from. I'm wondering why you asked me to fax it and then didn't

bother to check your fax machine until today when I called. You told me, after

28 minutes, the hold will be taken off today and I will check to confirm this

tonight.

I want you to

know that I have been extremely disappointed with your company. The

customer service is awful. If I wasn't FORCED to do business with

you through the [redacted], I wouldn't. I have

been trying to resolve this issue for over five weeks and have had to attend

classes without books because you placed a "hold" on my book money.

Disgraceful. Take the time to review these problems you have with your

computer ID verification program and with your employees so other students don't

fall behind in their studies awaiting your "hold" to be removed from their

accounts.

Sincerely,

From: Higher One Customer

Service [redacted]

To[redacted]

Sent: Tuesday, October 1, 2013 10:35

AM

Subject[redacted]

Back Revdex.com [redacted]

Review: [redacted]

I am rejecting this response because:

Sincerely,

Business

Response:

Dear Mr. [redacted]

Review: I received a Higher One card through my school. Well, when the refund from my school was deposited on the card on Fridya, 09/27/2013. I received an email from Higher One to complete an identity verification so that the card and the refund would be available to use. I completed this verification online on 09/27/2013. Once it was complete, I received an email from Higher One stating that the card was ready to use. I tried to use the card on Saturday 09/28/2013, and the card was restricted. I could not use it anywhere. Since Higher One made the business decision to not be open on the weekend, I had to wait until Monday to give their customer service office a call. Well I called them at 7:06 AM CST, six minutes after they opened. I input my identifying information to their automated system and waited almost 15 minutes for someone to answer the phone. Once the CS rep answered, she said it was fraud and transferred me to the fraud department. I waited on hold 15 minutes for someone from fraud to answer the phone and once she did, she told me that the restriction was not from their department and went on to create a ticket for card services to remove the restriction. I requested a supervisor and I was transferred to that department and had to hold again. When I got to her, the previous rep had not told her what was going on, so I had to explain it to her again. She put me on hold again to speak with the dept. that releases the hold and when she came back I was told that she further escalated the ticket and it should be removed sometime today. After speaking to three different people and being put on hold four times for over an hour, MY CARD IS TILL RESTRICTED. I have no idea what the restriction is, nor when it will be removed.Desired Settlement: I would like my card to be unrestricted and for someone from Higher One to contact me to explain 1) why it was restricted, and 2) why their customer service is so sub-par. It seems that they do not want you to call them, because all during the hold times on my call, they kept referring me to their website, which cannot help you if your card is restricted.

Business

Response:

Dear Ms. [redacted],

Review: On April 5th 2015 my college [redacted] disbursed my federal pell grant which was $1,433 and on April 19th 2015 my loan was disbursed in the amount of $2,770. I received my pell grant from higher one in the amount of $527 on April 9th 2015 when it was supposed to be $1,433. My loan amount was correct though in the amount of $2,770 on April 23rd 2015.Desired Settlement: I would like the $976 that I did not receive.

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: Failure to provide explination of operations. Company requested intimate, and damaging information to 'activate' account. Have provided bank statement and government issued ID. Stll failed to give services unelss customer hands over Social Security over an unsecured system. In violation of [redacted] by witholding funds under illegal pretense. Selling intimate details to third parties.Desired Settlement: I request that Higher One and affilates give me my cash allowance that is on hold and transfer all fund to my bank account that is in connection with thier services. I also request that all funds that Higher One recieves be delivered to my bank account imediately; there are incoming loans that I must recieve from my school. Finally, I want all my personal information: name, address, bank statement I provided, my government issued ID I provided, social security, and all banking information deleted from their servers and inaccessable to all parties; this includes andy active and/or latent Higher One accounts.

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: Placed a hold on funds used for vehicle rental, but has yet to release the funds.

Rental company Hertz placed $200 hold on funds for car rental on 3/30/13. Their policy is to release funds 72 hours after rental is returned, however Higher One's policy is to release funds 21 BUSINESS DAYS after the rental is returned. Higher One's policy also states that if the vendor faxes them a release form stating that they do not intend to claim any of the held funds prior to the end of the 21 days, Higher One will in fact release the funds. Hertz has faxed Higher One this form on 2 separate occasions, once on 4/2/13 and again on 4/22/13. Higher One claims they have yet to receive the documents. I have even had a 3 way phone call with a Higher One rep and a Hertz rep, wherein the Hertz rep informed the Higher One rep that they had in fact sent the release form 2 times and the Hertz rep asked the Higher One rep what else she could possibly do to get Higher One to release my funds, but to no avail. It seems as though Higher One's intention has been to hold my funds until the 21 days is over, despite its own policy to release funds if they receive a letter from the vendor stating they do not intend to claim the held funds. Why is my rental car company fighting my own bank for me? Because Hertz is familiar with this Higher One practice and has ceased doing business with customers using a Higher One debit card for their transactions as a result (this information is per the 2 Hertz reps I spoke with on seperate occasions.) Why was my debit card accepted to make the transaction? Because I secured my rental through Hotwire, who does not make any distinctions based on the issuer of the card, so in other words, my transaction slipped through. Hertz would have refused to serve me if I presented my Higher One debit card directly to them since they have had numerous issues with this HigherOne practice. As a result of Higher one refusing to release my funds, I have bounced checks and the resulting fees, which HigherOne is more than happy to collect. Desired Settlement: I want my funds released and I want any/all fees associated with an insufficient balance for the items presented since 4/4/13 refunded to my account.

Business

Response:

Business Response /* (1000, 5, 2013/05/03) */

Dear Ms. [redacted],

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

We apologize for your experience regarding the temporary hold process and the frustrations this has caused you.

We certainly value your business and want to ensure that you have a positive relationship with Higher One.

At this time, we have credited three Insufficient Funds fees as a one-time courtesy.

For future reference, 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 rights to request a credit should the merchant act contrary to the written agreement and debit the funds.

We regret any inconvenience this may have caused and hope that our resolution meets your expectations.

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.

Sincerely,

Sr. Director of Customer Care

Review: I have been a member/customer with Higher one since I began college in 2011 at [redacted]. I as every student automatically received a debit card and ID in the mail because the college requires us to have one so our financial aid refund will go to these said accounts. I also had my Social Security Disilabilty goes to this account every month. When I transferred colleges last year to [redacted] they again automatically sent me a [redacted] Higher one card because the school requires it. So I kept my Disability check going to the [redacted] account and setup my new [redacted] account for my refunds, which for 5 months there's been no problem until I saw a fraudulent charge for $67.85 from [redacted]. I immediately disputed this charge because a couple of months prior I was given a new debit card for this account because of a fraudulent charge of over $200. I called Higher one because there's only two ways that I can think of how [redacted] could have gotten my new debit card number was either they hacked it or someone at Higher one gave it to them and I stated that in my dispute, WHICH I STILL HAVEN'T GOTTEN REIMBURSED for this unauthorized charge of $67.85 !! Then after my deposit of my disability this month and a day before my refund was suppose to be deposited in my other account from [redacted]. I had transferred $1000 to my [redacted] account and kept the remainder in the [redacted] account. My card was declined at the store and I couldn't understand this so I called and was told my account was - $99,000 to the negative, unbelievable !!! So I asked why and they refused to tell me saying I failed to abide by the terms and conditions of the policy. Only until today the 26th of January that I find out they closed both of my accounts due to fraudulent charges which wasn't initiated by me, I've only had $99,000 only once in my life and it sure isn't now. My complaint is this why make the customer, me suffer for someone else's mistakes ? My school requires us to have these accounts, I've been thinking it was because of having two accounts but whenever I transfer money the first thing that's asked if it's to another Higher one account, so that's not prohibited. I feel I should be told how a charge of $99,000 was on my account and why they haven't reimbursed me of the fraudulent charge done by [redacted] for $65.85 which was definitely unauthorized by me . My new card number somehow got in the hands of [redacted] and I will be filing criminal charges because the bank will not give me any explanation to any of the charges. It's not right, we come to Higher one bank for trustworthily relationship, putting our trust that they will protect us from these things but instead Higher one punishes me the account holder because of someone else's actions and they will not even tell me why. I HAVE DONE NOTHING WRONG ! So why did both of my accounts be closed placing hardships upon me and my family.? They still haven't given me the balance to one account and reimbursed me for the $67,85 charge or any fees I've been charged.Desired Settlement: There's a couple of desired settlements I would like to see happen, there is the charged of $67.85 which I disputed prior to Higher one disrupting my life with these terrible actions. I also would like for them to fix the amount they are saying is my balance. I would like an explanation of the $99,000 fraudulent charge and an explanation of how did [redacted] got my new debit card number, they only had the previous card number I gave to them when I signed up when they were at my college offering services which I cancelled in the third week of said contract, SO I WANT MY MONEY. I've had my identity stolen 5 times that I know of since 2000 and them not telling me what happened makes it impossible to file an charge on the $99,000 but I will file on [redacted] but my bank Higher One can reimburse me on the $67.85 I filed a claim on already.

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 his concerns.

If [redacted] has any further questions, he may contact our Customer Care Management

team by calling [redacted] Ext. [redacted] Monday - Friday between 8:00 AM and

11:00 PM Eastern Standard Time.Sincerely,

SVP, Chief Compliance Officer

Consumer

Response:

Review:[redacted]

I am rejecting this response because: They are using the most ridiculous reasons I've ever heard of, they're claiming having me as a customer is a risk to them for them to keep me on and another one of their agents told me I was canceled because of fraud, but never on my part, I have filed a fraudulent charge that they allowed to go through on a cancelled card, I bank with them for security, they're the ones who cancelled the card because of a previous fraudulent charge, my ID has been stolen more than 5 times. But this is a blessing in disguise. My new bank gives my direct deposit 5 day's earlier, I got my tax refund 2 weeks earlier, & my daily Atm Withdrawal limit increased by $ 400 from $500 to $ 900 ! People beware before getting an account here. GOD Bless

Sincerely,

Review: T[redacted] has hired this company to process the financial aid refund for students. In order to receive our refund, we must select to have it downloaded on their card, direct deposit into a bank of account of our choosing or paper check. The last two options state the student will have to wait longer to receive their refund, thus making the use of the card more enticing. Once funds are download the student can access their funds by withdrawing via an [redacted], with a $500 daily limit, Point of Sale transaction with a $2500 daily limit or a "cash advance" with a $2500 daily limit and a 3.5% fee. Due to lateness of receiving my funding, I had to withdraw $2100 to pay my rent. I tried to do this via [redacted] transaction using my [redacted], however the transaction was declined. I tried to call customer service for assistance and was hung-up on. I went to the teller at the bank and withdrew cash that way and was charged $73.50. I contacted customer service and was told my transaction was a "cash advance." A "cash advance" as defined is a loan against a credit card, not withdrawing cash that has been deposited in one's name.Desired Settlement: I would like my $73.50 refunded to me as I do not believe I took a "cash advance."

Business

Response:

Dear [redacted],

Review: I am a graduate of Texas A&M University- Corpus Christi. I received my BA in Political Science which I received with the honor of Cum Laude in August 2012. Like many students, I had to take out a student loan in order to attend. I received the refund from this loan on Higher One's "Easy Refund Card." In October of 2012, my statement says that I checked the balance 3 times. Each time cost me $2.50, bringing my account balance to -$7.50. I had no idea that it cost $2.50 to check your account balance, but I would have been more than willing to pay that balance. However, I was not notified until 8 months later with a recording saying to check my account status. After a long and confusing call because I had no idea what the recording was even about, I was able to talk to a customer service agent that told me that my account has been negative for over 45 days and an additional fee of $50 has been assessed. When I asked her why I hadn't been notified she informed me that she had emailed my school email account. I have excellent credit and would have gladly paid that $7.50 balance I had from last year. But, it is ridiculous that Higher One never sent me mail or any phone calls about this balance until the following year. I never signed up for "email notifications only." So why would Higher One only send me email notifications? Especially to a school email after I graduated, regarding a card that was only for a school refund? Higher One acted irresponsibly and is trying to make me pay for their mistake. I believe that this is an underhanded trick to collect money from young adults who Higher One believes will not speak out against a big business. I start law school this August and will NOT be choosing the "easy refund card." I would rather wait for my refund than deal with a company like this ever again.

Product_Or_Service: Easy Refund Card

Account_Number: XXXXXXXX

Desired Settlement: DesiredSettlementID: Refund

I would like my $50 late fee to be taken away. I was never notified by the conventional methods communication such a telephone or mail about any balance due (simply from checking my card balance) until 8 months later into the following year. I believe that this is not only fair, but necessary.

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.

We are sorry for the confusion and frustration you experienced regarding our communications and the Delinquent Account fee assessed to your account.

Our records indicate that you contacted us and we were able to credit the Delinquent Account fee and three Non Higher One ATM fees on 06/12/2013. We hope these credits meet with your satisfaction.

Our practice is to send email notifications to the confirmed email address on file when an account becomes overdrawn in an attempt to collect payment. For additional notification, beginning March 25, 2013,Notice of Overdrafts are sent via mail to the primary address on file only if the email is rejected. The terms and conditions of the account note that our scope of communications are provided in electronic form. We regret any inconvenience this may have caused.

For reference, the Non Higher One ATM fee is assessed anytime a non-Higher One ATM is used for cash withdrawals, balance inquiries or if a transaction declines. A $50.00 Delinquent Account fee is assessed if your account stays at a negative balance of $5.00 or more for more than 45 days. We recommend reviewing the Fee Schedule to learn about bank fees, and most importantly, how they can be avoided. The Fee Schedule link can be accessed from the top portion of your online statement or at the bottom of any page within your online account.

Higher One has partnered with schools to offer student's additional options for receiving Financial Aid refunds. If student's wish to use the card to receive funds, one of the options is to open a Higher One checking account. The card then becomes your debit card associated with the account. Our records indicate your account is still open. Please contact Customer Care if you have any additional questions or if you wish to close your account.

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

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

Sincerely,

Sr. Director of Customer Care

Review: My higher one card was charged $200 two weeks after I checked out of a hotel because the hotel claims with no proof that I took a $10 television cable from the room, after paying over $700 for the room. That makes no sense, and can't possibly be legal. I reported the cable missing when I got there, but the hotel claims I did not. Many people had access to that room in the two weeks since I left. While I was there housekeepers were in and out most days. I did not authorize for my card to be charged two weeks after the fact. Higher one refuses to look into it, says nothing is wrong, I agreed to it, and provides nothing but canned, computer generated patronizing responses. I've tried three times, that's it.Desired Settlement: I want the charges reversed (hotel corporate is supposed to be issuing a refund, we'll see). I want actual customer service instead of useless canned responses. I've never dealt with a bank that treated customers like this.

Business

Response:

Review: On January 7, 2015 [redacted] deposited an student refund into my account the only purchases I made were [redacted] and [redacted] in total of 800.00 . The next day my wallet was stolen and I was hospitalized in [redacted] for 4 months higher one allowed someone to not only change my pin but set up and [redacted] account using my bank information but also deplete my entire account on feb. 17 another refund was issued and at the time my mom had already notified them that my card was stolen they allowed the same thing to happen yet again when I woke up I called told them what happen and put in a claim for each and every debit that was drawn out on my account not only did they close out my accounts but they never refunded my funds either besides 50.00 which is now 21 because they said I had an over draft fee I did not kno my account was closed until I called to see if my tax refund was there and I was notified that my accounts were closedDesired Settlement: All of my funds or I will be going to the office of the attorney general office and creating a lawsuit against this bank

Business

Response:

Review: On 2-19-13, my account was debited in the amount 110.00 for zero product. I ask Higher One for an investigation, since I had know idea at first who the company was, I found out that the last transaction which was one year ago in 2012. This is 2013, [redacted] was able to debit my account without my knowledge and permission for payment. To this day, I don't know what the payment is for since I have not ordered anything from them since that time. One Higher One was finished with their investigation, they found it in favor of [redacted]? I call the numbers on my bank account and non of them is working for [redacted]. I don't understand how is this possible for them to be able to debit my account and keep the money for nothing in return, just money thrown out the window, which I cannot afford! I am a full time student and disable which I am on a fixed income,and I can't just throw money away. [redacted] numbers are: XXX-XXX-XXXX,XXX-XXX-XXXX which is to pay-pal, and XXX-XXX-XXXX. Which I am suspecting fraud since non of the numbers work and I am wondering how is it that Higher One has found the investigation in [redacted] favor? I expected more from Higher One and was let down, completely. Higher One had nothing to say about the numbers not being valid but to talk to the merchant and they will email me a transcript, which mean nothing if I can't get the money back?

Product_Or_Service: 0

Order_Number: XXXXXX-XXXXXX.

Desired Settlement: DesiredSettlementID: Refund

I want Higher One to be more efficient in resolving issues and when customers ask for investigation, it should be thorough. I don't understand how a business can come back from a year ago, and Higher One does not ask if I have done business with them this year. I have not been in contact with [redacted] since then, they have debit my account without my knowledge, and the investigation is found in their favor?I want the money returned back to my account.

Business

Response:

Business Response /* (1000, 5, 2013/04/11) */

Dear Ms. [redacted],

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

We apologize for the confusion and frustration experienced regarding your denied claim.

Our Resolution Supervisor [redacted] has been in contact with you by phone to provide personal assistance in order to review your questions and concerns.

We are glad she was able to reach you and hope that her review of your claim was helpful.

For reference, documents we received from the merchant were sent to your primary email address on 04/03/2013 via EasyHelp incident number XXXXXX-XXXXXX.

We value your business and welcome the opportunity to assist should you have any additional questions or concerns.

Please feel free to call the Resolution team at XXX-XXX-XXXX ext. 5091 and ask for [redacted]. She is available Monday - Friday, 8:00 am - 5:00 pm Eastern Standard Time. However, if more convenient, you may speak to any member of the Resolution team Monday - Friday, 8:00 am - 11:00 pm, Eastern Standard Time.

We apologize for any inconvenience this has caused.

Sincerely,

Sr. Director of Customer Care

Consumer Response /* (3000, 7, 2013/04/12) */

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

I don't accept their response, since the money that was taken out was on a cancel account and Higher One allowed it.

Business Response /* (4000, 9, 2013/04/16) */

Dear Ms. [redacted],

We received a follow-up to your previous Revdex.com inquiry and appreciate the opportunity to provide some further perspective.

We regret the frustrations this matter has caused and certainly want to discuss any unresolved concerns you may have.

We follow strict Federal Banking regulations regarding the investigation of all reported transactions. A decision was reached after reviewing all of the available facts in a sincere attempt to help resolve the error reported on your account. Though we wish the outcome were different, the investigation indicates that no error occurred and regrettably, that we must deny the claim.

If you would like to discuss your case further, please feel free to call the Resolution team at XXX-XXX-XXXX ext. 5091 and ask for [redacted]. She is available Monday - Friday, 8:00 am - 5:00 pm Eastern Standard Time. However, if more convenient, you may speak to any member of the Resolution team Monday - Friday, 8:00 am - 11:00 pm, Eastern Standard Time.

Sincerely,

Sr. Director of Customer Care

Consumer Response /* (4200, 11, 2013/04/17) */

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

Even though nothing else can be done, however Higher One allowed a transaction on a cancel account. Higher One is supposed to protect us as customers, in this case I was not, and was unable to help me get my money back. After filing information with the Revdex.com, PayPal, and DNB corporations, I was able to gain a response from [redacted] to receive a refund of money taken from my account. So I thank you Revdex.com for all your help with this issue! God Bless!

Review: This company fraudulenty charges fees for returned items. I log into my account two-four times a day. On several occassions (maybe five or six) I logged into my account after midnight, usually around 1am (so the next business day) and I would have a positive account balance. I would check my account again around 8am and there would be a transaction dated for the previous day's business on my account and they would return an item and charge me a fee of $29-38.

So for example, I checked my account on 1/11/2016 around 11:30pm and had a positive balance, I would log back into my account on 1/12/16 just after midnight and would still have a positive balance. I would check it the same day (1/12/16) and then would notice an ACH dated for 1/11/16 (previous day) and a returned check and returned item fee. They have done this to me at least seven or eight times. This company re-orders transactions posted to the account to be sure that they can charge their patrons and customers ridiculous and fraudulent fees. I have read the other complaints filed with the Revdex.com for this company and some have experienced the same issue. I will be consulting with an attorney to begin a Class Action Lawsuit.Desired Settlement: I would like a supervisor to review my account and all transactions over the last ninety day period. I would like for the supervisor to review my account and remove any fraudulent fees posted to my account.

Business

Response:

Review: On November 4th, 2015 I contacted Higher One after discovering someone was using my debit card number to make purchases from [redacted].com (it was not me). I was told that the card was cancelled and a new card would be mailed to me and I would have it in 5-7 days. On November 12, 2015 I had not received the card and called Higher One and was told that the card had never been mailed to me, nor was the card cancelled, it was restricted. I spoke to a supervisor by the name of Albert and was told they would overnight a new card to my office and I would have it on Friday the 13th of November, 2015. I was on the phone for almost an hour dealing with this situation with Higher One. A few hours later I received an email from Higher One stating a new card had been requested and I would receive it in 5-7 days. I called higher One immediately, as this was not what we had agreed on. I immediately asked to speak to a supervisor and the customer service rep was rude and unprofessional. I asked to speak to a supervisor 4 times before he placed me on hold to get a supervisor. I have worked customer service in the past and when a customer asks to speak with a supervisor, you thank them and you transfer them to a supervisor, you do not antagonize them even more. This time I was transferred to a supervisor by the name of David. He said all of the right things and assured me that I would have my card the next day. He said he was going to own my issue and personally assure that everything was resolved correctly. That did not happen, he said what he thought I wanted to hear to get me off of the phone.

On Friday morning, November 13, 2015 I received multiple emails from Higher One and the tome of the emails made me uncomfortable. I called Higher One to make sure that the card had been sent to me via overnight services and I encountered an additional rude, unprofessional customer service representative. I was told that the card had not been sent overnight to me as the overnight expense had NOT been approved. I became very upset as this was my payday and my paycheck is direct deposited into this account. I had bills to pay, needed gas in my car, and groceries to feed my 8 year old grandsons. The ineptness of this company is now impacting my family in a huge way. I asked to speak to a supervisor and this person was rude and unprofessional. I was told that there is no way they can overnight a new card to me. It was not company policy. I guess it is company policy to be completely inept at your job, unprofessional and rude, because that is what I have received since the 4th of November. I explained that this situation was created by them, not me and I needed an immediate resolution. I was told there was nothing that could be done. I asked to speak to a manager and was told the manager was going to say the same thing. Was I rude, absolutely. Was I unprofessional, absolutely. However, their ineptness in doing their job correctly, outright lying to the customer and inability to provide reasonable customer service was causing me severe issues. I again asked to speak to a manager. I was transferred to a man by the name of David. This conversation did not go well and by the end of the conversation I knew he was lying to me, outright lying to me to get me off of the phone. He said they would overnight the card to my home address and I would have it on Saturday. As I stated it was a lie.

So, now it is Monday, November 16, 2015, I still have no debit card and truthfully, I have no idea when or if I will be getting it. I have called the corporate office of Higher One, and was told by the CEO's gate keeper that someone would call me today, but if they did not to call her back tomorrow. I am not hopeful. This is not my only issue with this financial institution, however, it is my most pressing issue.Desired Settlement: My desired outcome is my debit card, an apology in writing, assurance that they will not outright lie to customers and a policy change in how they handle issues regarding overnighting debit cards to customers when they fail to do their jobs correctly.

Business

Response:

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

In the interest of protecting our customer's confidentiality, we have contacted Ms. [redacted] via separate notification to address her concerns.

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

Sincerely,

Tami T[redacted]

Senior Director, Call Center Operations

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I have called the call center regarding their emails to me, that I am unable to respond to because of their non customer service friendly setup. I was unable to get in touch with Julia M. who's signature block states she is in Customer Care, not a Supervisor. I do not have time or the patience (at this point) to sit on hold, while they try to locate a supervisor for me to talk to. My issues are NOT resolved and since there is only one of me, they can call me at ###-###-#### or ###-###-####. I stated I wanted a written apology. I do not want an apology from a call center customer service rep. via an email, which is what I received in my email today. That is not acceptable. The written apology needs to come from someone in authority so that they are actually made aware of the issues that the customer is dealing with. I also stated I wanted policy changes, this has not been done as of yet, as I am still dealing with my issue being unresolved. I absolutely reject their response.

Sincerely,

[redacted] Malone

Business

Response:

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

Review: I am highly frustrated with Higher one. Higher one claims that they are all about customer service, when they in fact are not. My account is over drafted over 87.00 because, Higher one customer service failed to put a stop payment on my account like I asked. I wasn't to upset until I made a claim and it was denied. The higher one claims rep. was very rude, when I called in, and she insisted that higher one spoke with the merchant I placed a stop payment with, which was untrue. I have made a few unauthorized claims against this merchant and, higher one will not help me with this. And higher one expects me to pay on this overdraft that I did not make. I am going to make a complaint with my post command about this business. I also have called in many times about a promotion they offered for 50$ if you have deposits going in account for 3 months. I had over 1000 dollars every 2 weeks going in my account, and although I was told many times I would receive a 50 credit, or a 50 gift card, I never received neither one.I feel taken advantage of. And I will not stop battling this company until something is resolved, either they get black balled with the military or they resolve my issue.

Desired Settlement: DesiredSettlementID: Refund

I would like my account cleared to the balance it was before all the unauthorized charges starting coming in.

Business

Response:

Business Response /* (1000, 5, 2013/07/08) */

Dear Ms. [redacted],

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

We are sorry for any confusion or frustration you may have experienced regarding the investigation of your claim.

Our Resolution Supervisor [redacted] has been in contact with you by phone to provide personal assistance regarding your questions and concerns. We hope that his review of your claim was helpful.

Though the claim denial reasons were valid, we have credited your account $76.00 for two Insufficient Funds fees as a one-time courtesy.

Please note, the stop payments initiated on your account were single stop payments. In order for these stop payments to be effective, the name of the merchant and the amount must match exactly what will appear on your account. Please consider adding a full stop payment on all checks and ACH debits or changing your account number to secure your account as suggested. You may contact Customer Care for assistance with this recommendation.

Unfortunately, you did not qualify for the direct deposit promotion. While there were qualifying deposits made to your account in November 2012 and December 2012, there were no qualifying deposits in January 2013. Although you did not qualify for the $50.00 gift card, we value your business and have issued a one-time courtesy credit of $50.00 into your Higher One account.

We hope this is helpful. If you have additional questions or concerns, please feel free to call the Resolution team at XXX-XXX-XXXX ext. 5091 and ask for [redacted]. He is available Monday - Friday, 8:00 am - 5:00 pm Eastern Standard Time. However, if more convenient, you may speak to any member of the Resolution team Monday - Friday, 8:00 am - 11:00 pm, Eastern Standard Time.

We sincerely apologize for any inconvenience this may have caused.

Sincerely,

Sr. Director of Customer Care

Review: was told that I needed to submit 4 types of id in order to activate my higher one college account. I dont own a phone with a camera on it, scanner, web cam. the nearest library is 2 hour drive away, I dont own a car. I am the only one in the town that has the internet. no one else is rich enough to own any of those fancy smart phones. I was told that I can change my option of how I get my check from my school but once again the nearest bank is 2 hours away, I dont own a car, I dont have a bank account and no I cant go to the campus because I live in ** , the campus is online and located in **. I called up customer service and they just keep repeating the same phrases, claiming there are no manager to talk to, and left me on hold for 20 min.

so as I see it the company is discriminating against poor people like me and is holding my money hostage. I cant get ahold of anyone from corporate office. whats even weirder is that I have had an account with them before and I never had to submit any of my private information in order to open the account. I find it very suspicious that all of a sudden I have to submit a drivers licenses, my social security card, a bill to prove that I live here, and my birth certificate to a company I have never had to do it before.

I really do not want to summit my private information because ive had companies post it online publicly before and I dont trust random strangers with that much information. plus , one of the customer service agents asked my "why am I even going to college if its so hard for me to even own a phone?" well its because I dont want to be poor for the rest of my life.Desired Settlement: donate mail me a camera, scanner, or other picture taking device so I can email my personal information to you, drive me two hours to the nearest bank that will cash your checks, have a Currier hand deliver my cash to me every 9 weeks, donate a car to us so we can drive to the bank to make an account or cash your checks, and dont assume that everyone has access to a smart phone, scanner, bank, car, etc. there are still people out there who dont have things like running water, I pads, or daily meals.

realistically just do me a favor and activate my account so I can continue my college degree. once I get my refund I can buy a camera and mail you all my personal information. I just dont know why I have to face all this hassle because i'm poor. you guys own the company, you make the rules, you can bend it for one person who really needs help. what would you do if you where in my situation?

Business

Response:

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

Review: Higher One handles the refund accounts for Colleges and Universities across the United States. My daughter, [redacted], is a Freshman at [redacted] State University. She had a refund that came in from [redacted] and was dispersed to Higher One, all students are to activate the cards once they receive them and then they can receive their money.

HIGHER ONE HAS CONTINUED TO HARASS HER ABOUT BEING WHO SHE IS BECAUSE SHE DOES NOT HAVE A STATE ISSUED ID. SHE IS A MINOR AND IT IS NOT NECESSARY FOR HER TO HAVE ONE EVEN THOUGH SHE IS A COLLEGE STUDENT.

HIGHER ONE CLAIMED THAT THE DDOCUMENTS THEY REQUESTED WERE "BLURRY" AND COULD NOT READ AND THAT INFORMATION IS NOT TRUE.

[redacted] STATE UNIVERSITY'S TREASURY OFFICE SPOKE WITH HIGHER ONE PERSONALLY TO TAKE CARE OF THE SITUATION AND HIGHER ONE REMAINS TO RESPONDED IGNORANTLY AN D LACKING CUSTOMER SERVICE/ QUALITY.

ON 9/22/2015: [redacted] requested that Higher One sends her a check instead of going through this harassment. On 9/23/2015, I received an email from their manager, Casey M[redacted], asking YET once again....do you wish to send us better documents because the others were blurry or do you want us to send you a paper check.

THIS COMPANY IS WACKY.....

MY DAUGHTER NEEDS HER SCHOOL MONEY, IT DOES NOT EBLONG TO THEM, THEY HAVE NO RIGHT TO HOLD IT AGAINST HER, WHO ARE THEY TO EVEN DO SOMETHING TO THIS EXTENT?

I DEMAND SHE RECEIEVES HER FULL REFUND AMOUNT : $873.00 FROM HIGHER ONE AND THAT ANY AND ALL ACCOUNTS DEALING WITH HER AND HIGHER ONE BE DISBAND EFFECTIVE IMMEDIATELY!Desired Settlement: SHE NEEDS TO HAVE HER CHECK IN HAND BEFORE THE END OF SEPTEMBER 2015 IN THE AMOUNT OF $873.00

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.