Higher One, Inc.

Review: I checked my higher one acct. Online. 6\29\15, and noticed my account was overdrawn $346.00 and then noticed 3 checks written against my account that I didnt authorize. I called Higher One and they said they would put stop payment and file a dispute claim for each transaction. The dispute claim required me to file a written statement for each transaction and mail or fax the claims by 7/13/15. On 7/9/15. I checked my account and seen they had denied all of my claiim disputes and stated the claims were denied based on the information received by me. I never sent them any information at all as if 7/9/15 because I was waiting for them to send me copies of 2 of the check images required to file my claim and I never received the chk images from them until 7/7/15 although I requested the images several times...

Also I had another issue with higher one because only 3 checks were written against my acct. But they filed 9 claims disputes and said I had to fill out a Forgery Affidavit for each claim and have them notarized there were only 3 transactions 3 of disputes were for NSF fees alnd the 3 were duplicates of original transaction. So I called and spoke w superv. [redacted] and explain that it was expensive to notarize 9 claim forms and didnt make sense to file forgery affidavit for NSF fees . She still insisted I had to file affidavit for all 9 disputes. She was very rude and unreasonable. On 7/6/15 I spoke w another supervisor and she told me I did not have to have clams notarized since the bank did not pay out any money towards the checks. I am on a fixed income I only receive $889 mo and they took $370 from my check for NSF fees only. Most banks cancel the fees the minute you report unauthorized activity especially since they didnt pay out anything. I do not have access to a computer,printer. Or fax machine I am disabled w/out transportation so for them to put unreasonable demands like file forgery affidavit claim for NSF fee is unreasonable to me. I was in procss 7/9/15 to fax 3 claim disputes when I noticed the denial so I mailed the claim forms to higher one instead. Also I put stop payment 6/29/15 but my acct was still charged on 6/29/15 and 7/2/15 $252.00Desired Settlement: That all NSF fees be returned to my account.

Consumer

Response:

On July 10, I faxed Higher One the required info required for my dispute claims as well as mailed them copies.

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 Error Resolution Department by calling [redacted] Ext. [redacted] Monday-Thursday between 8:00am and 11:00pm EST.

Sincerely,

SVP, Chief Compliance Officer

Consumer

Response:

Review: [redacted]

I am rejecting this response because: On 7/16/15 I received an email from Higher One stating that. they denied my claim because my drivers license number and my current phone number (higher one has on file for my contact number) was used . I told higher one I lost my wallet at the casino and I have 2 ** ID cards one was missing w my wallet along with the checkbooks and my personal info, phone number. was in my wallet. Also my phone number that I currently use was only written on one of the checks. One of the other checks had a different phone number and the other one had no phone number on it. And they also told me in denial letter to take it up with the merchant . Higher One took the money from my account not the merchant. Higher One did not cover cost of the checks and paid no money out at all. But they took $370 from my check. Also I put a stop payment to block all transactions 6/29/15 and I am still being charged NSF fees. I need this card for my student loan checks. How can they decide if I told them somebody else used my checks and didnt authorize these transactions why are they still assuming I did they are stating that I am lying based on their own assumptions why isnt my word good enough to finish the claim.

.

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.

Review: My school sends everyone a Higher One card for our financial aid. We don't have to use it, but the card says you can get your refund the same day if you do-as long as you send in your proof of identity documentation by 2pm EST. So I opted for same day and sent a photo quality copy of my driver's license to them for their ID requirement. That was on Friday (by 2pm). I log onto the website the next day and it says I have an "ID Hold" on my account. So I call and they say they can't read/see my license well enough and need another form of ID. So, on Sunday, I send in a signed copy of my Social Security card and a copy of my passport-just in case. Monday is Labor Day, so my extra documentation is considered as arriving Tuesday-by 2pm. I contact customer service on Tuesday to verify they received my documentation, and they tell me it actually takes 24-48 hours to process. So, on Wednesday I check my account and I still have an ID hold. I call back and say "when will it be the 48 hours, just so I know?", and they tell me The Hold will be lifted Wednesday night. Well, here it is Thursday morning, it's been 6 days since I opted for the "same day" deposit, and I still have an ID Hold. I need my money. I still need a few supplies for my classes, not to mention the gas I need to put in my car to get to campus.Desired Settlement: DesiredSettlementID: Other (requires explanation)

I need Higher One to lift The ID Hold on my account and release my funds to me as promised/advertised by their company. I have more than fulfilled the requirements they asked for.

Business

Response:

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.

Please accept our apology for the frustrations you experienced regarding the verification process.

Federal banking regulations require all financial institutions to obtain, verify and record the identity of their account holders. We attempt to verify your identity with the information provided during the online activation process. If we are unsuccessful, we are required to obtain additional information to complete this process. We regret any inconvenience this process may have caused.

At this time, your identity has been verified and the hold has been removed from your account. We appreciate the submission of the requested identification documents.

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: Hello I am writing regarding a problem that I have with higher ones banking Practices.

I deposited a check into higher one via their easy deposit system on 7/22/13 and according to their own funds availability policy at least 200 dollars of my funds should have become available to me the next business day. So today 7/23/13 I called higher one and talked to a supervisor named Renee who advised me of the following. That my check was being held for 7 days because my account was overdrawn 46.00 dollars for more than 6 days. No where in their funds availability scheudle does it say that if your account is 6 days overdrawn that your account is in bad standing with the bank. Also it does not say that they will hold the whole amount of whatever you deposited. Higher one has given me the run around and I want a solution and I also would like to know how to file a govenrment complaint against this bank. Desired Settlement: For higher one to change their vague policy on funds availability scheudle. And also for my money to be released to me or my deposit returned asap. Thank you

Business

Response:

Business Response /* (1000, 5, 2013/07/30) */

Dear Mr. [redacted],

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

We apologize for any confusion and frustration you may have experienced regarding the extended hold that was placed on your account.

In regards to the delay in availability of your deposit, per our Terms & Conditions, funds you deposit by check may be delayed for up to seven business days under the following circumstances:

We believe a check you deposit will not be paid.

You deposit checks totaling more than $5,000 on any one day.

You redeposit a check that has been returned unpaid

You have overdrawn your account repeatedly in the last six months.

There is an emergency, such as failure of computer or communication equipment.

A hold was placed on the deposit because your account is currently overdrawn and the $400 check deposit on 7/22/2013 has been returned for insufficient funds.

For your information, additional information regarding extended holds is explained in the Funds Availability Disclosure, available to you online. Simply log into your Higher One account, select the Funds Availability Schedule link located on the top of your statement and click on the "Funds Availability Policy Disclosure" link.

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

If you would like to review your options and concerns with us, you may contact [redacted] at your earliest convenience at XXX-XXX-XXXX, ext. 5031. She is available Monday through Friday between 10:00 a.m. - 6:30 p.m. Eastern Standard Time. Alternatively, you may speak with any Supervisor in our Call Center at the same phone number Monday-Friday, 8:00 a.m. - 11:00 p.m. Eastern Standard Time.

We apologize for any inconvenience this may have caused.

Sincerely,

Sr. Director of Customer Care

Review: Failure to refund 1700+ dollars of college tuition due in February. They claim a check was mailed in February; however, I never received it. I requested a stop payment followed by a reissuance and a change of address. Since then, I have been going back and forth with them. They are very difficult to contact and prefer you go to their "self-help" page. [redacted] have opted to farm out all their financial tuition related business activities to this on-line bank.Desired Settlement: I would like contact with a with Higher One, Inc. official and have a physical check for the refund amount owed.

Business

Response:

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

Review: I was recently signed up for an account with higher one through [redacted] State. I am a student, mom, and ft employee. Without any notification my account was closed in the middle of day with no explanation. I spent over 2 hrs on the phone with customer service for absolutely nothing. The manager I spoke to was Jerry, who made it very clear that regardless if their is a legitimate reason for the inconvenience he does not care! They placed a hold on my entire account and all funds in yhe middle of the week. This business has absolutely no regard for the customer or how this inconveniences families. My daughter will have to starve for 7-14 business days? They could give me not one explanation for this mistreatment but your account posses as high risk. Well I never use this account, so how could I be high risk. The manager was beyond unprofessional and I have never felt so targeted in my life. They should not be allowed to do whatever they want to people. If my daughter dies from starvation, I will literally sue them to pieces. They have no right, this is some form of discriminationDesired Settlement: I want to speak to someone who actually cares about the customer, not JERRY! I am in disbelief that this business is still running. Please release my funds so I may feed my daughter. You are ruining lives!!

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 Error Resolution Manager Kris directly at ###-###-####.

Sincerely,

Tami T[redacted]Vice

President, Customer Care

Review: I was demanded by the American Public University (college) to accept a Higher One refund card. This card is supposed to be for refund but the company has made money off of my refund money. Why? I already have to pay back high interest rate on student loans and now I have (by demand) give up more of the money borrowed for my school supplies to a bank that I want nothing to do with.I write today because I am not longer attending the college and the Higher One online Customer Service was contacted several months ago and where informed to close the account. The did not close it but sent an email link for me to "click" on the link which leads me to a page that states "ACCESS DENIED". I have receive this e-mail too many times and the game of deception is now over for me. Again, I am asking you to inform the Higher One to close the APUS Student Refund Account not a banking account because they are refusing to do so.Thank you for your assistance in this matter.[redacted]Desired Settlement: There was also some illegal accessing of money from the account. I filed a complaint and I was refunded $63.00. I believer there was more money that accessed from the account--someone was in the account and I had to change my account number. Once the number was changed the problem stopped.I want all money determined owed to be given back. There was a $9.00 balance.

Business

Response:

Dear Ms. [redacted],

Review: I have no choice other then to utilize higher one card for school refund. This resulted in opening a checking account which was falsely advertised. Nevertheless, I sustained the account until I realized I was being charged to deposit money in my account and I could not deposit more then $500, therefore ever additional dollar was an additional charge. Then I was being charged a monthly fee despite having deposit totaling over $500. I decided that I no longer want the account and requested that the account be closed what a nightmare. Currently they are telling me I cannot close the account due to a pending transaction which is not a transaction but an ATM withdrawal from [redacted] ATM which is there brand. After debating with David the supervisor over customer service and he finally admit it is a withdrawal and not a transaction they still will not close the account. I told the supervisor I believe they are intentionally refusing to close the account so they can charge a monthly fee which normally process on the 21st of the month. I have done everything necessary to insure that the account is in good standing, I set up my school refund preference to go to my credit union which I pray is not an issue and will be submitted in a the stated time frame of 3 days after they receive it.Desired Settlement: 1. Close my account

2. Issue me a check for any remaining balance

3. Do not finagle with my school refund and submit it to the account I set up to go too in the 3 day time frame stated on their website.

Business

Response:

Review: I was forced into using HigherOne to receive my financial aid from college. Since then I have been overloaded with fees, returned items etc. When you visit their website, there is no number listed to contact customer service, nor no email. It took me nearly 3 hours to be able to find a link to email them. This first off, indicates a bad company. Anyone that hides their contact info that much isn't doing much for their customers. I emailed them and asked them to close my account. Stop any future charges, any future [redacted] withdrawal attempts. They replied back and said they could not do it. I am no longer in college. (for this semester). I use an American Express prepaid card and I have no issues at all, no billing issues, no over charges no fees and I can re[redacted] customer service. Since my last correspondence with HigherOne, asking them to close my account. They have repeatedly allowed [redacted] withdrawals and overdrafts to occur on account that is not being used, and that they have been advised to close. I don't understand how [redacted] and others does not allow a charge to go through if no fund are in the account, yet Higher One, has posted one after the other, even after months on inactivity and officially requesting to close the account. I also believe it is fraudulent to force students into a bank that deliberately hides their contact information. If you don't believe me, go to [redacted] and see how long it takes to find any sort of contact info, even when you click on the contact me link. I don't use banks for a reason, I was just starting to trust them again after the downfall, and this bank has ruined any trust I could ever place in a bank.Desired Settlement: I would like all charges submitted to my account, when my balance was negative, and the bank new my balance was negative and I had previously requested to close my account, to be refunded. I would like any overdraft charges refunded. And I would like my account closed. I am unemployed. They need to close my account asap and stop drafting and charging me over drafts.

Business

Response:

Dear Mr[redacted],

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

We apologize for any confusion and frustration you may have experienced regarding your account choices, account activity and with your attempts to contact Customer Care for assistance.

The phone number for Customer Care is located on the back of your card. If you do not have physical possession of your card, it's easy to obtain your program's unique Customer Cr by simply clicking on the 'Contact Us' link at the bottom section of the refund program's homepage. We regret to hear of the inconvenience you experienced when trying to get a hold of us.

Higher One has partnered with Austin Community College and provides students with choices of how they would like to receive their financial aid and other refunds. Students at Austin Community College have options to receive their refund directly deposited into their existing bank account via [redacted], receiving a paper check or having their refund money electronically sent to a Higher One checking account. The OneAccount is an optional, no minimum balance, FDIC insured checking account for students.

Unfortunately, we were unable to complete your initial request to close your account due to the negative balance. We apologize for any inconvenience this may have caused.

Our Assistant Customer Care Manager [redacted] has spoken with you over the phone in an effort to resolve your concerns. As a courtesy, we have credited the fees and your account is now closed as requested. We are happy to hear that this matter has been resolved to your satisfaction.

Should you have any additional questions, please feel free to contact us so that we can assist you. You may re[redacted] the Supervisor line directly at [redacted] ext. [redacted]. Customer Care is available Monday-Friday, 8:00 a.m. - 11:00 p.m. Eastern Standard Time.

Sincerely,

Sr. Director of Customer Care

Review: I was required to use Higher One by my for-profit university, obviously because profits are being placed above students. Higher One is determined to have everyone be required to use their card for student financial aid refunds. I am assuming that by law they have to have another option, so their site specifically states that you can request your money be deposited in your existing account with another bank. I filled out this form and received a confirmation e-mail that they received it. According to the site, this money is supposed to be deposited directly in your account in three business days or less. However, after they sent me the confirmation e-mail, they sent another e-mail saying that they did NOT receive my ACH form and instead they will mail out a paper check which could take up to seven days to arrive. It should be criminal for them to hold my money for four additional days.Desired Settlement: I would like my money to be in my checking account no later than Monday, October 28, 2013, as originally promised. If this cannot happen, I would like to get extra money on top of my financial aid refund for the hardships placed on me from them holding my money for an extra period of time without my permission.

Business

Response:

[redacted],

Review: I tried to active my card as they ask me to do on the website. I uploaded by [redacted] for verfication. This was 9-23-2013. They sent me an email stating that they could not read it. I uploaded and faxed it several time (7). Then they tell me that they need my social security card. I called my mother to see if she had it. She did not know where it was. So, I went to the Social Security office. They were not able to issue it because of the government shutdown. So, I call then back on October 4, 2013, they stated that my mother could send in her income tax with my social security number. My mother did that on the same day. October 5, 2013 we called to see if they had gotten the information. Well that were not able to see if they received the information. So we waited until October 7, 2013 called to speak with a supervisor [redacted]. She stated to us that she was going to excalate this to upper management because of the government shutdown they are not sure what to do. I called my school to see if they had my social security number on file and they did. So, I went to get that, sent it to them by fax at [redacted] to the [redacted] department. By this time this is my 12th attempt to get them the information that they need. I had my mother to call the VP of Banking Operation [redacted] on October 9, 2013, after we called again that morning to see if the hold had been release from my account. They tell you that it will take 24 to 48 hours for the hold to be released after the information has been received an verified. Today is October 10, 2013 and my funds are still on hold with this bank. There has been no return call from [redacted], VP of Banking Operation. This has been going on since 9-23-2013. I have failed a test because I need this money to purchase a special calculator for my math course. I am very frustrated with this company. When my fund are released. I will draw all of my monry out of this account and every use them again.Desired Settlement: I need my mopney released today October 10, 2013. I have sent my [redacted] and Social Security card as they have ask. Also, everytime I call they tell me something different and I want a letter of apoligize from them.

Business

Response:

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 understand that [redacted] our Sr. Director of Customer Care spoke to your Mother on October 11, 2013 to personally apologize for the service and poor experience you encountered.

Our records indicate that you elected to close your account on 10/10/2013. An Official Check for your account balance has been mailed overnight to your primary address.

Federal banking regulations require all financial institutions to obtain, verify and record the identity of their account holders. We attempt to verify your identity with the information provided during the online activation process. If we are unsuccessful, we are required to obtain additional information to complete this process. We regret that you were unable to provide proof of your Social Security number and as such, we were unable to successfully complete the verification process.

Should you decide to re-open your account in the future, we would be happy to assist you with identity verification and opening your account.

Please accept our sincere apology for the frustrations you experienced. We appreciate your business and want to ensure that you have a positive experience with Higher One.

If you have additional questions, you may speak with a Supervisor by calling [redacted] ext. [redacted] 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

v

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

I would like to add that. I sent you what I was given. I was not able to obtain a social security due to the government shutdown. They ask me to send my mother income tax it clearly show the social security number on her income tax. She also sent in a court ordered child support that was dated back from 2005. That should have proof that I had been issued this social security number. The only information that I had was the copy that my high school had. I will say as a freshman in college this was the most unpleasant experience that I have had and I hope this doesn't happen to anyone else. I received my check as you promised [redacted]. I may try this again next semester, but I will mail you in my information months before.

Sincerely,

Review: I called premier customer at Higher One on Jan 22, 2013 to process a stop payment on a check that I did not want to process on my account. I inquired on how to go about processing the stop payment. The customer service representative advised me that I could process the request with her and assured me the payment would not be applied to my account and also advised me I would be charged a $24 stop payment fee. When I ended the call with the rep I was assured the process was complete. I woke up Thursday morning to find that the payment was stopped neither was the fee charged. When I called customer service in the morning they advised me the request was not completed because they were missing information for the request. The rep never advised me there was an additional step to complete the request. She told me she completely the request and lead me to believe that what I asked for would be taken care of. If she required additional information she should have recovered it at the time of the request. my call was escalated to the sup and she agreed to review that recording. At this time I have not heard back from her and I still have $118.80. On my account that I need credited back to the merchant. I requested a provisional credit and they have not honored my request. The rep error has caused an extreme inconvenience in my financial situation. Please help me. I have been with Higher One for 10 years and experienced few issues. I have threatened several times to close my account and although I trust Higher One and love Higher One I cant deal with some of the policies and practices. I just trying to make it through life as best I can and these issues really stress me out. Again please help meDesired Settlement: Provisional Credit for $118.80

Business

Response:

Dear Ms. [redacted],

Review: My classes start on Wed and I need to buy books for college. They have a ID hold on my funds have sent the 2 forms of id license and SS card

Sent to forms of id to them and still haven't released my college refund.Desired Settlement: Release my refund asap pls.

Business

Response:

Dear Mr. [redacted]

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

Please accept our apology for the frustrations you experienced regarding the verification process.

Federal banking regulations require all financial institutions to obtain, verify and record the identity of their account holders. We attempt to verify your identity with the information provided during the online activation process. If we are unsuccessful, we are required to obtain additional information to complete this process. We regret any inconvenience this process may have caused.

At this time, your identity has been verified and the hold has been removed from your account. We appreciate the submission of the requested identification documents.

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: I have faxed them a ACH form 3 times, each time they have a new excuse to not process my payment.

Twice they have stated they need a bar code of SKU to process the form, and I have already sent this information to them in an email twice. So they have no valid excuse to refuse my refund. Incident number XXXXXX-XXXXXX and XXXXXX-XXXXXX.Desired Settlement: I want the full amount of my finacial aid deposited in my bank account.

Business

Response:

Business Response /* (1000, 5, 2013/08/06) */

Dear Mr. [redacted],

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

Please accept our sincere apology for the inconvenience you experienced regarding the submission of your ACH form.

Receipt of a legible form, with the bar code and SKU visible authorizes Higher One to directly deposit Financial Aid refunds to another account and ensures the security of your refund money.

Please rest assured that your completed form has been received and your funds were sent to your third party bank account on 08/05/2013.

We are eager to restore your confidence in our company and want you to have a positive experience with Higher One.

If you have any unresolved questions or concerns, please feel free to speak with a Supervisor by calling XXX-XXX-XXXX ext. 5031, Monday-Friday, 8:00 a.m. - 11:00 p.m. Eastern Standard Time.

We apologize for the frustrations you experienced and thank you for providing your valuable feedback.

　

Sincerely,

Sr. Director of Customer Care

Review: Higher One has been in a class action lawsuit for applying fraudulent charges. My situation is as follows I had sufficient funds in my account for my insurance payment they allowed a recurring payment that cancelled come through. They said they made the payment and charged me $38.00 well they reversed the payment and waited a whole day to add the 38.00 thus ain't the first time they've pulled this scam. Stating they paid charge me the fee and then reverse the payment but I still have to pay the fee.Desired Settlement: I want my $38.00 back

Business

Response:

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

Review: On Feb 11th 2015 I made a purchase from [redacted].com. The total amount of this transaction was $252.78 I had to return the item. The item was received by the merchant and the funds were credited back to my bank account. on April 3rd 2015. HigherOne was contacted numerous times and I was advised of the same thing over and over "We rejected your refund and the refund was returned to the merchant, contact the merchant for your refund" I filed a complaint with the Revdex.com against [redacted] because HigherOne was advising me I should have received my refund by [redacted]. I am now being told that it could take a total of 60 days for [redacted] to receive my refund. [redacted] has told me that when a Financial Institution refuses the refund the process happens as quickly as any other electronic transfer. I am attaching below the written statement from [redacted].com for review as resolve needs to take place quickly as this has caused a severe negative financial situation. Please find below a copy of [redacted].com's statement:

Hello [redacted],

I'm [redacted] from [redacted].com. I'm writing in response to a complaint filed on your behalf by the Revdex.com Revdex.com - I've provided the Revdex.com with a copy of this message.

I've reviewed your e-mail and understand you're concerned about the refund for order#[redacted].

I'm very sorry for the negative encounter you had with our Customer Service department. It's our goal to provide exceptional customer service every time we're contacted, and I apologize this wasn't what you experienced.

I've made sure the appropriate supervisory personnel are aware of your experience to make sure we provide proper training for the future, as this is not at all the level of service we aim to provide our customers.

I checked with our billing department and found the refund issued to your original payment method has not been refused by the bank.

The bank accepted the refund. Your bank will be able to trace the refund with the details listed below:

Refund confirmation: [redacted] Date issued: 04/03/2015

Amount: $252.78

You'll also be able to view this refund on your [redacted].com customer account by visiting the following link[redacted]

You can provide this reference number above to the bank when you call them and they should be able to find the funds and send them to you. If they're not able to do this, you need to tell them you want to file a refund dispute based on the above information. You might also check with [redacted], the issuer of the credit card you used, to see if they can assist you if the bank seems to be reluctant.

I'd like to inform you that reference numbers are provided only once the bank has accepted the refund.

Unfortunately, we'll be unable to process another refund in any form because the money has not been returned to us by the bank.

I understand this isn't the outcome you'd prefer. I'm sorry for any disappointment caused and appreciate your understanding.

We’ll continue working hard to ensure that you receive accurate services, and to minimize the chances of anything like this occurring again.

Please feel free to contact us directly by replying to [redacted] if we can be of further assistance.Desired Settlement: I want a refund check to be mailed to me from HigherOne within 7 Business days after receipt of this complaint due to HigherOne being the cause of this huge mess. [redacted].com does not have my funds currently and I am being told that HigherOne also does not have the funds because they have been sent to [redacted].com however they do not have them. I really do not want to seek legal action and just wish for a quick and speedy resolve to take place and a refund check being sent by HigherOne at this point upon receipt of this would put an end to this entire situation and fix everything.

Business

Response:

Review: I have called Higher One Customer Care more than 5 times regarding my refund check/card. I have been getting the run-around. My card was never activated by me nor was it received. There isn't a way to track the card to make sure it's on the way to my address so I was very blind to the fact that they lied and told me that it should have been there or that they were sending a new one. I've given 3 different addresses and haven't received anything. I want the money I'm entitled to.Desired Settlement: $569.40

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 by calling [redacted] ext. [redacted] Monday- Friday

between 8:00am and 11:00pm EST.

Sincerely,

SVP, Chief Compliance Officer

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Sincerely,

Review: I called to let them know I did not authorize a transaction on my account. I told them I recognized the vendor, but still did not authorize. They told me they could dispute it, but failed to tell me they would cancel my card if I did. He proceeded, and I asked him if it would be cancled. He told me it would if I did not know the vendor. I assured him I knew them but did not authorize, and to PLEASE not cancel my card. He said he would not, and would have a manager call me back to confirm. Ten minutes later, I got an email stating my card had been cancled and a new one created. 3 hours later, the manager that was supposed to call to confirm they would not cancel called back. I was told 5-7 business days from the 22nd of January when they cancled my card. It is now the 3rd of February and I STILL have no card, keep getting hung up on when I ask for a supervisor, or keep bring told I just need to wait. I believe this to be criminal, because it's MY money they won't give me. Also, when I began looking for information, I found some regarding a lawsuit against them about them changing pin based fees for all transactions. I would also like information on how to find out about that, as I believe that criminal as well since it is not their money. I have called and called them since the 23rd, because I was also told I could submit a transfer of my funds to a personal account. I did this so that I would not be stranded until I waited for the card to come in that I did NOT ask for. The next day, my transfer had not hone through. I submitted 2 more thinking maybe it didn't go through, and not only was I charged 25 for transferring each time, but also did not see the transfer go through for 3 days but I still got charged. This is by far the worst company and service I have EVER seen!Desired Settlement: I want yo see them removed as the only option for banks for college students and campuses. I also would like to receive my money back for the fees and pin based fees that many others have gotten already. I'd like someone to pretend they care, and I would like a formal apology written and emailed to myself and any other student that has complained against them.

Business

Response:

Review: ON AND/OR OCTOBER 28,2013 I STOPPED PAYMENT ON A BUSINESS ON MY HIGHER ONE CARD AND WAS CHARGED $24.00 FOR THE STOP PAYMENT FEE. HIGHER ONE STILL UNTIL THIS DATE OF THIS LETTER IS STILL CHARGING ME AND ALLOWING THE MERCHANT PAYMENT FOR THE CANCEL TRANSACTION. BETWEEN MARCH 19TH THRU MARCH 21ST,2014 I PAID HIGHER ONE $165.00 AND $67.67 FOR ALLEGEDLY ACCRUED PAYMENTS OF OVER DRAFT AND PAYMENTS TO THIS SAME MERCHANT THAT I ASK TO STOP PAYMENTS ON BACK IN OCTOBER, 2013. ALTHOUGH I ASK TO HAVE PAYMENTS STOPPED HIGHER ONE IS STILL CHARGING ME FOR TRANSACTIONS OF $39.96 IN OCTOBER, 2013 DECEMBER, 2013 PAYMENT TO THIS MERCHANT WAS FOR $49.95,CONTINUED ON IN FEBRUARY, 2014 AND MARCH OF 2014. HOWEVER, THIS IS WHEN I PAID FOR ALL THESE CHARGES IN MARCH ONE FOR $165.00 AND $67.67. NOW I AM STILL BEEN CHARGED WITH NOW A BALANCE OF $49.94, I HAVE ASK THIS ACCOUNT TO BE CLOSE EVERY SINCE OCTOBER,2013 AND IT IS STILL OPEN WITH MORE CHARGES PILING UP.Desired Settlement: I WOULD LIKE ALL MY MONEY FOR CHARGES OF $165.00 AND $67.67, AS WELL AS THE ALLEGEDLY BALANCE OF $49.94 TO BE OMITTED AS WELL AND FOR THE ACCOUNT TO BE CLOSED WITH KNOW MORE CHARGES. I HAVE ALSO DISPUTED MY CHARGES WITH THE MERCHANT IN QUESTION AND WAS TOLD THAT THEY WERE NEVER PAID FOR THE CHARGES I DISPUTED.

Business

Response:

Dear [redacted],

Review: HigherOne customer service lied to me three different times about when my money would be cleared for use. I contacted them for four days straight and no one is able to give me a clear answer. I was told the my money was going to be available one week later. I had never heard of a check taking 9 days to clear because I didn't have my account open for thirty days. Beware of the fine prints within the fine prints with this company. As soon as I get my deposit, I am closing this account and having my school send me out a paper check.Desired Settlement: I think for being given false information on when my funds would be made available to me, I should have been given a portion of my check at least instead of having to wait 9 days to be able to use my money.

Business

Response:

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 any confusion and frustration you may have experienced regarding the extended hold that was placed on your account.

We have released the hold as of 04/25/2014 and are glad to see that you have accessed your funds. Thank you for working with us and for providing proof that the check had cleared.

In regards to the delay in availability of your deposit, per our Terms & Conditions, funds deposited by check may be delayed under certain circumstances. A hold was placed on the deposit because of your new account status. Additional information regarding extended holds is explained in the Funds Availability Disclosure, available to you online. Simply log into your Higher One account, select the Funds Availability Schedule link located on the top of your statement and click on the "Funds Availability Policy Disclosure" link.

We sincerely apologize for any inconvenience this process may have caused.

Our Assistant Customer Care Manager [redacted] has spoken with you to make sure that your concerns have been resolved. We are happy to hear that this matter is closed and want to ensure that you have a positive experience with Higher One.

Should you have any additional questions, please contact us so that we can assist you. You may reach the Supervisor line directly at ###-###-####. Customer Care is available Monday-Friday, 8:00 a.m. - 11:00 p.m. Eastern Standard Time.

Sincerely,

Sr. Director of Customer Care

Review: This bank closed out my account.My refund from financial aid is not being sent to me, and I'm not able to get access to this account . I am locked out. I have spoken to at least 10 supervisors with no assistance. They claim it is a technical error, but won't correct the error. I need my $1,317.00 refund that they won't release. Please help. I Feel discriminated against.Desired Settlement: I would like to receive my refund as soon as possible. Also want compensation for my pain and suffering. I am very ill because of this.

Business

Response:

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.

Please accept our apology for the frustrations you experienced regarding receipt of your refund and the difficulties with logging into your account.

A check in the amount of $1,317.00 was issued on 03/19/2014 and mailed to your primary address on file. Please allow seven to ten business days for delivery.

Additionally, we have resolved the issue that was preventing you from accessing your account online and are glad to see that you have successfully logged in.

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

We are glad that we have resolved this matter for you and thank you for taking the time to speak with us.

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

Sincerely,

Sr. Director of Customer Care