Higher One, Inc.

Review: Higher One put a 10 business day hold on a check that I deposited despite the fact that the funds show as having cleared my account. I have no negative history on my end with this institution and and it appears to be an entirely arbitrary hold. When I called to ask what can be done to get my funds released I was told the it was MY responsibility to contact the bank the check was issued from and find out if it had cleared their system then call Higher One with a contact name and number for them. As I expected, the issuing bank cannot give me any information on someone else's account, nor should they. When I relayed this message to Higher One, they informed me that it was my check and that it is not their job to clear it with the other bank. Exactly what is their job then??? All I ask is that my funds be made available to me so that I can close out this account and walk away from Higher One.Desired Settlement: I would like Higher One to release the $501.77 in my account immediately so that I may have nothing more to do with them.

Business

Response:

Dear Ms. [redacted],

Review: Higher One is my student account in which I use for banking and to make online bill payments. There is no local bank in my area so I have always used [redacted] to fund my account. I purchased a $200 [redacted] from my local [redacted] and loaded the money to my higher one banking account and my money was not funding to my account. Normally, it takes ten minutes for the money to fund directly to my account. I spoke with both customer service centers at [redacted] and Higher One. [redacted] made it clear that the money was funded to my account at Higher One but the funds did not show up in my account and when I attempted to pay my bill it was declined. I spoke with three different customer service representatives at Higher One and they were all confused, and could not properly explain to me why my money was not in my account. The last representative who was supposed to be a supervisor stated that because I loaded the [redacted] card on the weekend that my funds will not be available until tomorrow morning. This information was false because I uploaded a [redacted] on a Saturday before and my money was available within ten minutes. She also stated that she could see on her end that my $200 was available for me to spend but as I previously stated my attempt to pay my bill was declined due to fund availability. This is very disturbing seeing that I have disconnection notices and my phone bill is disconnected due to non payment. People depend on using there checking accounts to make payments, especially when lack of transportation to make payments in person is an issue. This is not a good way for them to conduct business. There is no reason why my $200 should have just vanished with no explanation.Desired Settlement: I would like my $200.00 refunded immediately. I feel as if my bill are disconnected and additional fees are mandated due to the fact, the added expenses should be at the fault of Higher One. as well.

Business

Response:

Dear Ms.

Review: This company constantly creates insufficient funds.

This company constantly runs things through to cause overdrafts and insufficient fees. They will claim it is done the next day but it is done at the same time so that they claim it was the overdraft and charge 38 dollars per. I also tried to do a stop payment with them and they have ran me around in circles until the fact that the check has gone through again. This is not the first time this has happened when questioned about it they say well this check went through this day and your deposit the next (hours apart) mind you.

Then they change the date that shows on your statement to reflect this to justify the 38 dollar insufficient fee. If you have a customer service problem it takes them days to respond in the mean time you have to set there racking up the fees. Desired Settlement: I want them to refund the check that had a stop payment in the amount of 163.90 as well as the insufficient check fees for both times that it has been sent through since the stop payment was put into effect. The fee is 38.00. I should not have to pay once again for another stop payment.

Business

Response:

Business Response /* (1000, 5, 2013/07/23) */

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 experienced regarding the Insufficient Funds fee assessed to your account.

Initially, the stop payment applied to your account was for an ACH withdrawal in the amount of $163.90. However, this item was presented as a check and was returned for insufficient funds. The Insufficient Funds fee posted the following business day. Though the fee is valid, we value your business and have credited your account for $38.00 as a one-time courtesy.

A stop payment on single check number 135 was then added to your account at no additional cost. Since the check stop payment was added, the check was not paid and the $163.90 was re deposited into your account on 07/22/2013. A follow up email confirming the stop payment on the check and that the funds were re deposited was sent to you via EasyHelp incident number XXXXXX-XXXXXX.

It may be helpful to review 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.

We apologize for any inconvenience this may have caused and hope this information has been helpful.

If you have additional questions, you may speak with a Supervisor by calling XXX-XXX.[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

Review: On Monday, April 6, I recieved an email at appox11:from [redacted] stating my account was being closedI callled to inquire why the account was being closed and why hadnt I recived any prior contact in regards to the closureI was then advised by a representative that my account was being closed because I am running a tax refund businessAt that time I advised the representivie that I was running no business of any sort and that the tax refund that was deposited into my account was for my fiancéeI was advised that it did not matter and part of their terms and conditions the account can be closed at anytime for any reason without noticeI expressed how this was a large deal for my family and I and still receieved no asssitance from the representativeI was then transfered to [redacted] who advised she was an assistant managerI explained to [redacted] the same information in regards to the tax refund, I also went on to tell [redacted] that I had two direct deposit scheduled one on 4/and one on 4/which I needed the funds available because unfortunately my family and I are scheduled for eviction on 4/and those funds are to be used to stop that[redacted] was extremely insensitive and could care lessI then went on to ask [redacted] exactly how long before I recieved the funds from the account[redacted] advised that the account would be placed on priority and closed the next day and she would follow up with me the next day 4/before the close of business to confirm[redacted] also advised that the Wednesday deposit scheduled for 4/would be rejected because of the flag on the accountI again express how that needed to happen so I could have my disability funds deposited or sent to me elsewhere[redacted] never called on 4/I then called in on 4/after reviewing the account and seeing the account had not been closed and the dirext deposit had been acceptedThis now meant higherone is holding of mines that I am unable to access, again being to cover my eviction costI spoke with a representative who attemptedto contact [redacted] and ahe initially refused the call stating she was working on a project and would call back in minutes, I refused the call back because she had failed to call back the day priorThe she advised the rep to asked could she call back in minutes, I again refused because of the day before's experienceShe then advised the rep she would take the call but had to wait because she was now on another call, so I heldAfter a minute hold I was then transferred to [redacted]Upon getting on the phone [redacted] had no additional information for me, ahe also advised she did not follow up the day prior because she left early for a doctors appointment, never once having mentioned that in the prior days conversation[redacted] and I were jot getting anywhere and she did not provide me with any additional information, so in turn I asked for her manager[redacted] placed me on hold for sometime and then came back to advised that there were not any availableI refused to accept that or a call back offer and advised I would hold until ahe found oneWhile holding, [redacted] then disconnected the lineI called back in an attempt to speak back with [redacted] and was advise by [redacted] that [redacted] was not responding to his messages in regards to me being on the line[redacted] then transfered me to Shirley, who I was told was a managerWhile speaking with Shirely she advised that the information [redacted] provided on Monday was incorrect and the account was unable to be closed on Tuesday, in addition that they did not know when the account would be closed because they were sending my fiancée refund back and would be taking from my balance of I then asked why would [redacted] provide such inaccurate information and she told me she probably told me what she thought would happenThat is not acceptable seeing that I explained the importance of these fundsNeither one seemed to really care because it wasnt there familyI then asked could the money be sent priority mail and again recieved no asssitance there, I was told they were going to send it via [redacted] and it will take 5-business days, by then my family will be on the streetI also asked [redacted] for the corporate number to higherone and ahe simply provided me with the local number for higher one.Desired Settlement: By the time this is reviewed and looked into my family and I will have been evicted, however I did not want this situation to go unaddressedNever did I recieve an offer to expedite my funds, I would have paid for them or asked to verify who [redacted] was to meI could have sent over verification of that due to the circumstancesI would like to receive something of sincerity from this company
Business
Response:

Review: Despite submitting copy of driver's license, SS card & mail with valid address, Higher One will not lift a freeze on student financial aid account.

Higher One is my school's only option for financial aid disbursement. They refused to mail Higher One Debit Card to my address & mailed it to school instead. I have lived and received mail at the same address for 13 years. Upon receipt of financial aid funds my account was frozen pending my validating information "according to FDIC regulations". Information already collected and vetted by both my school and FAFSA before my financial aid was disbursed. I have, at some expense scanned and uploaded to them a copy of my valid driver's license and social security card. When that was not adequate to their needs I scanned and uploaded to them mail to me from the [redacted]

Again I have somehow failed to meet their requirements to validate my identity. Today, trying to resolve issue, a supervisor on their customer service line told me I am not who I say I am and hung up on me! Previously a customer service rep told me that I was one of "thousands and thousands of students with the same problem." I am a single mother caring for a child with a brain tumor and I need my financial aid money. I cannot convey how frustrated and angry I am that no matter what hoops I jump through I cannot have money that is mine to begin with. This appears to me to be a delaying tactic in order to hold on to funds as long as possible, making who knows how much in interest, perpetrated on thousands of students who rely on financial aid to survive.Desired Settlement: I want my account unfrozen without having to spend any more money/time driving twenty miles to scan and upload information I have already scanned and uploaded.

I want a phone number for Higher One itself - not a call center full of people who don't actually work for them.

I want an apology for all of the additional stress that I really didn't need that they've subjected me to - kid with a brain tumor, I have gracious plenty already!

I think it would be good for future students if Higher One was required to meet strict standards in making access to financial aid easier for students rather than doing everything they can to keep money that doesn't belong to them.

Frankly, I'd like to see them fined a hefty percentage of the interest they've made on funds unreasonably withheld from needy students.

Business

Response:

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

Dear Ms. [redacted],

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

Please accept our apologies for your experience when contacting Customer Care for assistance. We regret to hear that the usual high standards of our service were not met in this instance and assure you that we will review this matter further to take appropriate action.

Our Senior Customer Care Manager [redacted] has attempted to call you in an effort to personally review and resolve your inquiry. While she was unable to reach you, we certainly understand the importance of your concern and welcome the opportunity to speak with you.

Our records confirm your identity was successfully verified on 04/08/2013. Thank you for your assistance with resolving this important matter. We regret any inconvenience you experienced during this process.

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

If you have additional questions, please feel free to contact [redacted] directly at XXX-XXX-XXXX extension 4236. She is available Monday-Friday 8:00 am - 5:00 pm Eastern Standard Time and will be happy to assist you. If she is unavailable, please leave a message with the best phone number and time you can be reached and she will return your call promptly.

If more convenient, you may speak with a Supervisor anytime during our normal business hours by calling XXX-XXX-XXXX ext. 5031. Customer Care is available Monday-Friday, 8:00 a.m. - 11:00 p.m. Eastern Standard Time.

Sincerely,

Sr. Director of Customer Care

Consumer Response /* (2110, 7, 2013/04/12) */

(The consumer indicated he/she ACCEPTED the partial settlement response from the business.)

The company has settled the issue I had with them by unfreezing my account. There has been no mention of recompense for the costs and time I spent reaching that agreement.

I would like to say however, that I am not the only student who has had problems getting their money. It bothers me that anyone should have to go to such great lengths to have access to money that belongs to them. As I no longer have a complaint I don't expect there's much I can do about that, but I want to emphasize that had I not been so proactive about resolving the issue I do not think Higher One would have been so expedient about seeing to my problem.

Review: I have two accounts with Higher One, as I am a student going to more than one college. When I first transferred schools and I had to open another account with them ( I don't understand why you couldn't have all colleges listed under one account), but I was using my primary email with the previous account. I was told that I can't have two accounts with the same email. I only had one email address I use. So the only way I could open the new account, at my new school, was to create an email address just for the old account, so that I can use my primary email on the new account and stay updated with the new account. I use my phone number on both accounts. Two years later, I am going to the old university again, but at a different location. I have moved, and changed bank accounts, I don't remember the email I created for the old account. I receive a text message telling me that my I have a refund coming in 2-3 business days. Then I receive a message saying that my bank had sent it back (I don't have the same account anymore). I called and tried to explain my problem, a women told me over and over again that I should ignore what ever text that was because I had no refund. I argued with her, turns out she was only on the one for the other school. Mean while, they have started calling me several times a day leaving an automated call or message telling me to change my refund preferences. I call them, they tell me to talk to my school, they tell me to go online, they tell me they can't help me unless I can confirm my email address ( I can't). I tell them all the info about me that hasn't changed, including my phone #, they tell me that I don't have a phone # on file with them...but yet I keep being harassed by these automated calls. They ask me for the last 4 digits of my social, every time I call, but this cannot confirm my identity..... I rack my brain, pull out every paper, email, what ever I can from two years ago, find the email address I used. They tell me on the phone that I must reset my password online, every time I try it wont let me. Oh and the people on the phone, RUDE, every single time I call, I get some one who is rude and treats me like I am an it for wanting answers. They always ask if they solved your problem...and make sure you say yes, even though they have not solved a single thing. I wonder how many solved claims they have on file just for me, not one of which has yet to be solved, but golly on paper it sure looks like they are solving all kinds of problems.Desired Settlement: I would just like receive my refund like I was supposed to get weeks ago. I wish I did not have to ever do business with them again. I will petition both of the colleges I attend to drop their service.

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 ###-###-#### Ext. [redacted] Monday – Friday between the

hours of 8:00am – 11:00pm EST.

Sincerely,

Tami T[redacted]Senior Director, Call Center Operations

Review: On 13 March and 25 March, 2013, I contacted Higher One Financial Services by telephone to cancel my account, account #[redacted]. Each time, I was on hold for over thirty minutes and when I was finally transfered to a customer service representitive I gave them my account number and personal information. At that point, I was told that I was a premier member and had to be transfered to the "premier" department, I was then put on hold again for at least another 10 minutes both times I called and when I finally reached a "premier" customer service representive, I once again provided my account information and told them that I wanted to close mey account. Both times I called, I was told to "please hold" and shortly there after, was hung up on by the Higher one customer service. I would proceed to call back and would be placed on hold for well over an hour to have the same exact treatment of being hung up on again!

Account_Number: [redacted]

Desired Settlement: DesiredSettlementID: Other (requires explanation)

All I want is to have my account closed. I have a positive balance so any remaining funds be mailed by check to me.

Business

Response:

Business Response /* (1000, 5, 2013/03/27) */

Dear Mr. [redacted],

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

I apologize for the frustration you experienced when contacting Customer Care for assistance. Our goal is to provide outstanding service on each and every contact. I assure you that we will review this matter further to ensure further training is provided where necessary.

Our records indicate your account was closed on 03/27/2013. If a OneAccount Premier is closed less than 60 days of being opened, a $15.00 Closing fee or the remaining balance (whichever is less) is automatically deducted.

However, as a courtesy we have issued a check in the amount of $3.61 for your remaining balance prior to closure. Please allow five to seven business days for delivery to your primary mailing address.

We hope this is helpful. Should you have any additional questions or concerns, please feel free to call the Supervisor line directly at [redacted] ext. 5031. Customer Care is available Monday-Friday, 8:00 am - 11:00 pm Eastern Standard Time and is always happy to assist you.

We apologize for any inconvenience this may have caused.

Sincerely,

Sr. Director of Customer Care

Consumer Response /* (2110, 7, 2013/03/28) */

(The consumer indicated he/she ACCEPTED the partial settlement response from the business.)

Higher One did close my account. However, I was told by the customer service "supervisor" that the remaining balance of $3.61 will be lost and at NO time was I informed about a $15.00 closing fee. Also,I can still log onto Higher One which I do not want, I want all of my information removed from their system!

Review: I keep being charged ISF fees multiple times for the same transactions as well as ISF fees are bringing my account negative. I pay fees that I know are just but, these are deceptive in practice. The transactions are being ordered in such a way that I keep incurring these fees. I feel like I am banking with a check loan business and not a banking institution. I have called multiple times and they have refunded two ISF fees because I was a premier account holder. I am barely making it as it is. For this company to be engaging in unfair practices makes getting by that much harder.Desired Settlement: I would like all NSF fees refunded from October 2013 through December 31, 2013 so, I can take my money to a different bank who isn't going to trap me in a cycle of recurring NSF fees.

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 regarding the insufficient funds fees assessed to your account.

Though the fees are valid, we value your business and have credited your account $342.00 for insufficient funds fees assessed from October 2013 through December 2013 as a one-time courtesy.

We would also like to take the opportunity to review how these fees are assessed and most importantly, how they can be avoided.

If an ACH payment or a check is presented against an insufficient balance, the insufficient funds fee is assessed. Unfortunately, we are unable to prevent merchants from attempting to withdraw funds from your account. However, you can avoid this fee by writing checks and making ACH payments only after funds are available in your account.

For reference, 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.

Additionally, it may be helpful to know that we offer several account choices to suit our account holders individual needs. For example, the OneAccount Edge is a checking account that cuts through the traditional fee schedule. It comes with great features such as:

Only one flat monthly service fee of $4.95 (the only fee Higher One issues with this account) and no minimum balance.

OneRewards - receive cash back for using your Higher One Debit MasterCard®.

Innovative mobile features - Make mobile deposits with EasyDeposit Mobile, receive text balance alerts and a dynamic Mobile Banking App.

Free Online Bill Pay.

OneAccount Edge customers may order 50 checks per 12 months at no charge.

To review your account options, simply log into your account and select the Account Choices sub menu located under the OneAccount Premier tab from your homepage. You will have the opportunity to compare each account type offered on the page that unfolds.

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

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

You may speak with [redacted] or any Supervisor by calling [redacted] Monday-Friday, 8:00 a.m. - 11:00 p.m. Eastern Standard Time.

We appreciate your business and thank you for being a valued customer.

Sincerely,

Sr. Director of Customer Care

I do not have the energy or time to write about my hours on the phone and multiple trips to the school. Long story short: my account was hacked, I asked Higherone to freeze account, they would not, called back next day, while on phone my funds were stolen, they could not retrieve them, I did what Higherone asked, they would then give me more hoops to jump through. I have been doing this for three months. Recently, but not the first time, they wanted me to drive to school to prove my identity. I did...Many long phone calls later and I was finally able to reset my password, activate a card I have had for months only to then have account immediately closed. Cindy said she was going to mail me a check, which is what I had been asking for since day one. I received an email stating I would get a check in 5-7 days. This morning I received another email wanting me to jump through more hoops. This time I must go find a notary, mail a letter...More and more expense and more and more work on my part.

Review: Sent a deposit of $835.02 via next day tracked mail. Package was signed for on 8/8/13 by [redacted] On 8/13/13 I called to inquire about the deposit, and was rold by [redacted] there was no record of it. I later recieved an email advising me to checl with the issuers of the check because there was no record that Higher One recieved it. I called again, was disconnected 5 times with no call back (after the first disconnect I asked each person to take my number and call back if call disconnected), and when I finally got to a "supervisor" agent [redacted] said they found the deposit and would start processing it this evening. I sent the check over night and paid $19.95 so processing would begin on the 8th. There is no recourse for their laxidasical service, even though lack of funds is costing additional fees at GGC. There is no way to deposit checks other than to mail them. I am disgusted by the constant disconnections with no call back, no way to deposit checks other than to mail them, and when mailing them, the check gets lost- reciept is denied, or it takes multiple days just to awknowledge reciept. Ridiculous. I want my over night fee credited back and any late fees incurred as a result of the delay that was their fault.

Product_Or_Service: banking

Order_Number: incident XXXXXX-XXXX

Desired Settlement: DesiredSettlementID: Refund

I want my $19.95 for overnight tracked mail that they denied recieving and any late fees the college charges for the delay in processing resulting from the "misplacement" of my deposit. I also want the Easy Deposit feature restored.

Business

Response:

Business Response /* (1000, 5, 2013/08/26) */

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 apologies for your experience when contacting Customer Care for assistance. We regret to hear that our high standards of service were not met in this instance. We assure you that we will review this matter and take appropriate action.

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.

However, we value your business and the hold was released earlier as a courtesy. We also issued a credit in the amount of $19.95 to compensate for the fee incurred for expedited delivery of the check and have credited two return deposit item fees. Additionally, the EasyDeposit feature has been reinstated on your account.

We hope this has been helpful.

Our Customer Care Manager [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.

If you have additional questions or any unresolved concerns, please call [redacted] directly at XXX-XXX-XXXX, ext. 4324. She is available Monday through Friday between 2:00 pm - 12:00 am Eastern Standard Time. If more convenient, you may speak with a Specialist by calling XXX-XXX.4379 ext. 5031 Monday-Friday, 8:00 a.m. - 11:00 p.m. Eastern Standard Time.

We apologize for any inconvenience this may have caused.

Sincerely,

Sr. Director of Customer Care

Review: I have a bill refund neededDesired Settlement: Billing adjustment /refund

Business

Response:

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

In the interest of protecting our customer’s confidentiality, we have contacted Mr. [redacted] via separate notification to address his concerns.

If Mr. [redacted] has any further questions, he may contact our Error Resolution department directly at [redacted] Ext. [redacted] Monday- Friday between 8:00 am and 11:00pm EST.

Sincerely,

SVP, Chief Compliance Officer

Review: I reportes fradulent activity on my account [redacted]. I was to dispute the transaction by a customer service supervisor. So I disputed the transaction and higherone closed my account permantely after being a customer for over ten years. Customer service were very rude and unprofessional.Desired Settlement: Reopen my higherone account so I can recieve my school refunds.

Business

Response:

Review: Machine allowed access to bank account when I tried to withdraw money it then told me that my pin was incorrect. I changed my pin tried to access my account without any luck. So I contacted higher one customer service to talk with a representative and didn't get any help. Was then transferred to management and told that I would not have access to my funds for 24 hours because I was locked out of their machine.Desired Settlement: I would like to see that customers who are openly giving their money to these institutions having access to their money when they need it. I contacted customer service and verified who I was I should have access to my funds right now not sometime tomorrow when it's not going to help me. Customers should be able to contact customer service and gain access to their funds through ATMs regardless of being locked out prior to the phone call. I understand there's a security reason behind it but I called verified who I was need access and I'm not going to be allowed it.

Business

Response:

Review: I am a [redacted] Online student. I was encouraged to utilize Higher One bank card to get my refund faster. It was more of a collective strong arm by the University. I have had difficulties on multiple occasions with Higher One releasing Holds on my account. I rented a car from [redacted] Corporation twice recently. The first time, I called multiple times to [redacted] and Higher One regarding the release of HOLDS on my account after the rental was returned and paid. [redacted] told me multiple times and they sent multiple requests to Higher One to release the holds. Each time Higher One alleged they never received the requests. Higher One did not release the hold for 21 business days (excluding Saturday and Sunday) despite the multiple requests sent by [redacted] Corporation. Again, I returned another rental to [redacted] on 7/25/2014. [redacted] sent the request to release the hold on 7/25/2014. I called Higher One on 7/29 and was told that they never received the request. [redacted] sent the request again I called again today. I was initially told that [redacted] had the incorrect name on the request as my husband's name was not on the account. [redacted] re-sent the request with all the requested information. I spoke with [redacted], a supervisor for Higher One, and she tells me that [redacted] didn't specify that they were not going to collect on the holds. I read her a copy of the Release that was sent to them that she claim they had. She denied that the Release specifically stated that they all monies owed were paid and they would not collect on the holds. She basically told me "too bad". This appears to be a business practice of Higher One. They charged me $38.00 for a NSF because they are refusing to release the hold on the funds.Desired Settlement: I want the holds totaling $330.00 released immediately and the $38.00 NSF charge refunded to my account immediately.

Business

Response:

Dear [redacted],

Review: On 1/16/14 an $8.00 charge was made to my account that I did not authorize. I immediately noticed the transaction and realized my husband used my card on accident. I then called Higher One and explained the situation and saw that they issued an insufficient funds fee. On my account I had made a payment that Higher One was now returning due to the insufficient funds, and additionally their fee of $29 was taken from my account. I called to ask how I could most quickly deposit funds to the higher one account to avoid them withdrawing the payment I had made. (At this time I filed request to have the fee returned, my first request of this nature for this account.) The customer service agent told me to buy a "money dot" card, because for my account, bank to bank transfers have a 2 day hold, and there were "no other immediate wiring options." I went to a money dot retailer and purchased a money dot card. When I tried to use it, Higher One did not accept it. At this point I was stuck with a pre-paid debit card that I didn't need. I transferred sufficient money from my other checking account to my higher one account to cover the payment to be put through. My complaint was closed without refund, and my payment was returned to the Higher One account which led to fee's from another service.Desired Settlement: I would like to see this matter resolved with a refund issued from Higher One to me, [redacted], for the $29 insufficient funds fee.

Business

Response:

Dear [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 frustration you experienced regarding the insufficient funds fee incurred and the difficulties you experienced with attempting to deposit funds into your account.

We value your business and have issued a courtesy credit of $29.00 for the insufficient funds fee.

Our records indicate that the GreenDot system would not allow the MoneyPak to be deposited into your Higher One account for reason "invalid". We sincerely apologize for the inconvenience this caused you.

If you still have the MoneyPak card, please call us so that we can obtain additional information. We would be happy to further research this matter and contact GreenDot on your behalf.

We understand that you have spoken to our Customer Care team and are glad to hear that you consider your concern resolved.

However, if you have additional questions, please feel free to speak to any Supervisor by calling [redacted] ext. 5031 Monday-Friday, 8:00 a.m. - 11:00 p.m. Eastern Standard Time. We are always happy to assist you.

Thank you for providing your feedback which will assist us in improving our services by learning from your experience.

Sincerely,

Sr. Director of Customer Care

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: On 10/24/13, I made a call to Higher One because I had received a monthly service charge of $5.95. I told the representative if I was going to be charged $5.95 for every month if I was going to be a OneAccountPremier customer and she said yes. I then told her could please change the account back to the original account of where I was never charged for a monthly fee. She said okay but she never stated that there would be a closing fee of $15.00. She was servicing my needs in an ignorant way as if she did not want to help me. I then asked the representative when I can change my account. She said you can change it now using the internet. I told her that I was not at my computer, but to give me the steps in how to change my account on the internet. Before going home, I told her that I wanted to pay the amount of $2.86 because my account had been overdrawn since I only had $3.09 in my account. When I got home, I went ahead and changed my account to the way I had it before. Once, I logged into the account I seen that now I was overdrawn $15.00. Right away, I called Higher One and got [redacted] from Higher One in which she did not seem to help either. I told her what had happened earlier that morning of 10/24/13 that the representative whom I had spoken earlier did not mention about a fee. Again, [redacted] seemed not to help me because I heard her murmur a couple of words from her in which she said, I do not think that they will waive you the closing fee. Once she had put in notes into the system she then said is that all. When I went home, I waited for message from Higher One. At about 11:00 a.m., I saw an email stating that they were not going to waive the amount of $15.00. Im going to pay them but I think it is wrong approach of how both representatives treated me; especially the first representative because she did not let me know about any closing fee that one would have to pay after closing account.

Product_Or_Service: Financial Service

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like Higher One to refund the $15.00 because the representative never told me about no closing cost.

Business

Response:

Dear **.

[redacted],

Review: Higher One is the company my school, [redacted] University, goes through for the Grad Plus loans. I have been told the my refund/check of $5,862.00 has been processed and sent to me via mail. However I have not received this check. Customer service has not been helpful, has given me false information about setting up a direct deposit and has been utterly rude and uncalled for. There has been no guarantee that this check is in the mail (no tracking) and I have been told numerous time to talk to my school's financial aid instead of discussing it with the company that is currently in charge of the money. I requested that the check be reordered 11/23/2015 and still have not received anything. This money has been accruing interest for over a month and I am paying interest on money that I have not received.Desired Settlement: This $5,862.00 has been accruing interest since it was "taken out" over a month ago and I would like to be reimbursed for this amount. I would also like someone to please call me and inform me when I should get my money. Higher One is currently taking interest from me and not delivering the money that I am supposed to receive and I find this unacceptable.

Business

Response:

Review: HigherOne takes no privacy measures with personal account information. They have sent me emails about an overdraft I had. The overdraft was caused only because of HigherOne charging me ATM fees when their website said that my account would not be charged ATM fees. The emails stated how much the overdraft was for, explained that I would be sent to ChexSystems if I did not return my account to a positive balance, and the email even said "This is an attempt to collect a debt. Any information obtained will be used for that purpose." Email is not a secure form of communication, and there is no passcode required to view this information. HigherOne also leaves automated messages when you answer your phone, and locks your account so that you cannot edit phone number information when you have a negative balance. The overdraft is for $5.95, and when I attempted to transfer the exact amount to HigherOne, I was told I had to transfer a minimum of $25.00. Then I was told the transfer would not happen for 3 business days. I have also heard from others that there will be a 3.5% charge for the transfer, but I saw nothing on their website claiming this, so I'll just have to wait and see. After my overdraft is paid off, I will be making sure all of my money is removed from this account, and then I will be closing this account because these practices are unethical and I do not feel that HigherOne is a secure banking institution.Desired Settlement: N/A

Business

Response:

Dear Mr. [redacted],

Review: I called my bank, due to the fact I lost my ATM/Debit card on Saturday. I followed up with Higher One on Monday to advise them that sending me a new ATM debit card out 7-10 working days was not going to work. I reminded them that they do not have a facility that I can walk in to, to withdraw funds from. I also advise them I do not have access to my funds with out a ATM. I spoke to a Supervisor who asked me if I had another bank I could transfer funds to, I replied "No", and that I can not wait until 7-10 business days for a new card. She stated that she would have to obtain approval to send me a new card, sent 3 day service. Another individual called later that day, a manager, she asked me the same questions as the supervisor, and said we'll have to get this out to you, I will call you tomorrow with the status. I never heard back from higher one, and I received several general emails. Higher One customer services, well to be short, there is no service, they like to keep their customers on hold, ask the same questions, and they System when you call takes a long time for the customer to get to a LIVE representative. I hold anywhere from 10-15minutes.Desired Settlement: I would love to hear from the person who is running this operation. I would love an explanation as to why your automated system is set up listing advertisement, repeating how to use Easy Help or for more information go on line. If this was that simple, by clicking on going online then your call centers should not keep customer on hold for 10-15 minutes. if it were that simple, customers would have have to endure your long automated system. If you truly value your students financial

Business

Response:

Dear Mr. [redacted],

Review: First Higher let two companies charge me twice for the same thing instead of it being one charge each so I was charged a total of 2 more times for something I didn't authorize I called the company to see what was going on and they said those charges was suppose to drop off I even got in contact with [redacted] who also sent me a letter for the company to wavier everything that was charged on my account because they said they only charge me once but Higherone sent them double charges. After I called Higherone the representative said everything was ok and the charges should be dropped off on of the charges where dropped off and the then they charged me 38 dollars for some fee when all of it happen because they let their system through [redacted] charge me twice also I was charge twice through [redacted] which I shouldn't have been charge twice through 2 different systems [redacted] said they only charged me once two but received 2 payments which isn't a coincidence they system screwed me then returned only one charge and charged me a 38 dollar fee after for something their system did,Desired Settlement: I want my account put back in the positive balance that it should have been in the first place and both charges and the fee waived and put my money back into my account. I am attaching a screen shot of the double charges and the fee they charged me to my account I am also attaching the email letter [redacted] sent me after talking to them

Business

Response:

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