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Higher One, Inc.

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Reviews Higher One, Inc.

Higher One, Inc. Reviews (320)

This "bank" is taking advantage of typically younger, less experienced customer by charging ridiculous fees for something as simple as issuing a new debit card if yours is lost or STOLEN ($20!!) as well as charging to retrieve your money using a PIN. They also have no actual bank locations and their ATM's are located only on college campus's that contract with them, meaning you cannot access your money unless the campus is open. And to top it off, if you use their Bill Pay feature to access your money, it takes WELL OVER 10 days to receive a check, not the 6 days they promise so your bills will be late. DO NOT use this options to receive your financial aid funds, you CAN choose to have them deposited into your own personal checking account, just ask your school's financial aid office. They are not your only option as they make it seem. STUDENTS BEWARE.

This company is not one to use for Financial aid dealings with your University please opt to use your personal bank account.

Review: there was a hold placed on my account because it was compromised. I had verified my identity with this company and they said that the hold would be removed from my account I have proof of it in email they did not remove the hold from my account and now my account says negative $97,000. When they place the hold on my account my account balance said - $99,000 when I called them about this they said it was normal for me to be saying - $99,000 what's my identity was verified and I have an email proving that they said it was verified and the hold will be removed they lied the hold was never removed and once my school refund refund came through the negative 99,000 sucked up my school refund of $1,129.00 which made my new account balance - $97,000. So they sent an email saying everything was okay but they lied about it because when I call them they say that my identity was not verified that the paper that was a notarized piece of paper with my identity and a letter of why I think my account was compromised both of those were notarized but they said the notary stamp was not there the woman notarized it with a notary that raises the paper not an ink stamp.. He is they lied to me saying that my identity was verified and the hold would be removed so I could get my refund money so as of right now they have stolen my refund money and lied to me about an email that they sent saying everything was okay. Higher one needs to get their stuff together and make up their mind on whether they want to give somebody their money or close their account that was my school refund money that I needed for a new laptop because mine crashed and now I cannot get that laptop which means I can't do my school work unless I use someone else's computer and if I can't do my school work and I fail my student loan and grant gets dropped then I will proceed to get money from higher one to pay for my student loans because this is all very fault that I'm going through this right now thank youDesired Settlement: .my desired outcome for this company is for them to realize that this is the third copy of my identity and letter that I'm sending them the first one was not notarized thing I want is nothing was notarized in the third one will be notarized with an ink stamp so they have three copies. I want the hold off of my account and my $1129 of refund money from my school [redacted] University refunded to me I want to my card or they can close my account and send me my money in a check for mation

Business

Response:

Dear

Ms. [redacted],

We

have received your letter from the Revdex.com and appreciate the

opportunity to respond.

We

apologize for the frustration you experienced when you could not access your

Financial Aid Refund due to a compromised account.

Upon

review of the documents we received, your claim was approved and a check for

$1129.00 was issued to you on December 8, 2014. As requested, your [redacted] was closed. We are pleased to note the check was received and

negotiated on or before December 15, 2014. If you have not already done

so, please change your refund preference by logging into your online profile

(using your email address and password). Select "Refund Preferences"

from the "Refunds" tab of your account homepage. Using the

appropriate radio button, please select your preferred refund delivery method

and do not forget to click the "Update Preference" button to complete

the process.

We

apologize for the inconvenience this has caused, and thank you for your

patience in this matter. If you have further questions regarding this or

any other concern please do not hesitate to call our Supervisor line directly

at ###-###-#### Monday – Friday between 8 AM and 11 PM EDT.

Sincerely,

Review: I had a higher one account because of school and had choosen [redacted] to keep safe and have [redacted] support when I needed it most, for months of paying with this service when my first problem arises ( a ton of un authorized charges appearing over and over for 3 months) I tried getting them to stop these transactions got a small credit back 2 months later and they still kept happening and then when I tried again before they threatened to close my account they decided to really look into it this time. Now after 2 more phones calls they finally get it investigated and handled and start crediting back my account. After they finished crediting my account back all the un authorized ACH return fees from the attack on my account without even contacting me and before I could contact them from the first email they closed my account and told me I was a security risk. So what I got in return for using their bank and paying for their [redacted] card was a big [redacted] you. They are blaming me for something I tried to resolve from day 1 and now they refuse to open my account back up. Pretty much anyone reading this do not ever trust them for their "[redacted]" care because its a load of [redacted] Don't pay them for their service and only use their card for your refund don't trust them with your money =\Desired Settlement: I just wanted my account back and after arguing with them for hours on how it was their lack of help they refuse to give me the time of day on reconsideration.

Business

Response:

Dear Mr. [redacted],

Review: I am a college student whose institution uses this company to disperse financial aid refunds. I made a dispute about a duplicate order but woke up to an email denying the claim. In three additional minutes a customer service rep sent the rudest email I had ever laid eyes on. I will copy and paste here-->During a recent review of your account, we have made a decision to end our current business relationship with you and close your account, including your debit card, once the pending activity settles to your account. Once settled, we will send you a check for the remaining balance, to the primary address listed on your One Account profile. If this address is incorrect, please contact us immediately at the toll-free number listed on the back of your card.Desired Settlement: Needless to say my account is not currently overdrawn as I do not have over draft protection but a lower level customer service employee took it upon themselves to have my account closed and tell me that do not know why and how I must wait for about two weeks to receive the last dimes I have to survive off. What I would like to have happen is the company transfer my available balance to my sons account so that I can pay my electricity bill like I was trying to do before my account was hijacked randomly by their customer service agent out of the sheer blue. I would like to be contacted regarding the transfer of my funds to an account I frequently transfer funds to from the card to card service. I would also like for the company to make the option available that I receive future deposits to another account outside of their card service.

Consumer

Response:

From: [redacted] [mailto:[redacted]] Sent: Wednesday, June 10, 2015 11:55 AM To: [redacted] Subject: Complaint ##[redacted] This matter has now been resolved and quite expeditiously. I would like to close the complaint.

Consumer

Response:

From: [redacted] [mailto:[redacted] Sent: Wednesday, June 10, 2015 11:55 AM To: [redacted] Subject: Complaint ##[redacted] This matter has now been resolved and quite expeditiously. I would like to close the complaint.

Review: My problem is this company bills [redacted] fees for transactions presented on the same date, each separately causing an excessive amounts of fees on one account. Also to charge a [redacted] fee for transactions under $5.00 seems extreme and malicious. Not people friendly at all. This from a bank geared towards college students. I am in a middle of a financial hardship and now facing 190.00 in bank fees alone, which is crazy for a bank I have been with for at least 4 plus years. I have direct deposit so ultimately the bank will be cleared of the negative balance as soon as my payday but will leave me just as behind.Desired Settlement: I would like for them to consider charging one [redacted] fee a day if all are presented/returned on the same date and no fee on transaction returned under $5.00. I would like for them to consider crediting my account of $100 in over kill of fees charged to my account.

Business

Response:

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

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

If [redacted] has any further questions, she may contact our Customer Care Management team by calling [redacted] Monday - Friday between 8:00 AM and 11:00 PM Eastern Standard Time.

Sincerely,

SVP, Chief Compliance Officer

Review: Requested account be closed. Account was not closed, they simply replied with additional product information. I do not want additional marketing, as stated in my original message, I want my account closed. I don't want to correspond 10 or 11 times saying "No, I don't want to change or upgrade, just close my account," I just want it closed. As I stated in my original message, account "save" or "upsell" techniques are not an option for the situation at hand. My request should have been honored the first time I made it instead of requiring additional action or response on my part. Additional action is a headache, therefore I take it straight to the Revdex.com.Desired Settlement: Read my original email like a person, and honor my original request to close my account, with confirmation. No fluff.

Business

Response:

This response is to acknowledge receipt of our

cardholders communications received from the Revdex.com, regarding

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

very seriously.

In the interest of protecting our customer's

confidentiality, we have contacted Ms. [redacted] via separate notification to

address her concerns.

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

may contact us by calling the number on the back of her card Monday - Friday

between the hours of 8:00am - 11:00pm EST.

Sincerely,Tami T[redacted]Vice President, Customer Care

Review: This is the letter I wrote to Higher One::To whom in my concern:I had an overdraft of $11.95; I paid this with my debit card ending in 3153. Immediately after paying this I was fined $5.95 for being a [redacted] Account holder. I tried to change my account to a basic plan, but before I could change my account settings I had to pay the [redacted] account fee. I had lost my card and I ordered a replacement card before switching to the basic account and was charged $20. I was not supposed to be charged for this because I was still a [redacted] Account holder. On 12/26/2013, I tried to make a purchase and my card was declined. I called to speak with a customer service representative and was transferred to a supervisor. The supervisor wasnt sure what was going on and had to speak with her manager. After an hour on the phone, I was told that that they would contact me shortly letting me know what was going on. In order to get my money, I had to buy a [redacted] Debit Card and wire the funds in order to have access to my money. The supervisor would not give me her direct contact information and I have no way of checking on the status of my account. All in all, banking with your company has cost me $50.95, which I do not have to spare. Im I a single mother and have no way of paying for gas to get back and forth to work or to pay for my childs expenses. My entire check was direct deposited into my Higher One account. I am asking that I be reimbursed for the $50.95 that I spent trying to bank with your company. Although everyone I spoke to was friendly and professional, I am very disappointed in the services that Higher One has to offer. Please investigate this case and send me a written notice of the outcome. Thank youDesired Settlement: I would like to be reimbursed for the amount of $50.95.

Business

Response:

Dear [redacted],

Review: I was Signed up for a debit card with this company because I am a college student can't can receive proof if I have or don't have a bank account.

I have called this company twice they have said I have an account with a zero balance and they have also told me I have an account that is not active. I have been told I can not destroy the debit card that was unwanted (issuesed because I was a college student in grad school)because if someone ever uses it the account becomes active. even though my name is on the account and I give them my contact information and they can look me up in their system they are unwilling to confirm or deny if I have an account with them or not in writing. I have had two different verbal responses from them one stating I do have an account with zero balance and one saying I don't have an account it was never activated. this prompted me to call the lost or stole card services to put a hold on the card or account and they can't do that because it is not active. I feel I am getting the run around and this is with a finical institution which has the ability to affect my credit rating and have devastating effects on my future. I am planning on calling my university when school resumes after the holiday (easter) and request some sort of proof or evidence of this account (from the school) as to if it exists or not. I understand it is not standard pracitce to put in writing that someone doesn't have an account. however seeing as I have a debit card that is just in active I feel I do have an account (that I did not set up)with this institution and I can not close or receive confirmation of that action from the company. when I requested a letter they said they are an online company only and can not mail anything. when I said fine then send me an email they say they don't do that. this is not an appropriated response from any finical institutionDesired Settlement: I want confirmation that I do not have a current bank account with this bushiness.

Business

Response:

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

Dear Mr. [redacted],

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

I apologize for the confusion and frustration you experienced when contacting Customer Care for assistance. I assure you that we will review this matter to ensure further training is provided where necessary.

As you requested, our Assistant Customer Care Manager [redacted] has provided you with an email correspondence via EasyHelp incident number XXXXXX-XXXXXX to assure you that you do not have an open account with Higher One. The card is only used to select your refund preference at the web address on the back of the card. However, the debit card itself would only be active for use should you choose to open an account by selecting the Easy Refund preference.

Should you have any additional questions or concerns, please feel free to call [redacted] directly at X-XXX-XXX-XXXX extension 4285, Monday through Friday 11:00 a.m. - 8:00 p.m. Eastern Standard Time. She will be happy to assist with this matter and any other questions or concerns you may have.

We regret any inconvenience this may have caused.

Sincerely,

Sr. Director of Customer

Review: I am a student at a college that deals with Higher one and have requested on multiple occasions for a smart card to be sent to me so that I may receive my federal refund. My refund has been with held from me for many weeks.Desired Settlement: I am expecting a smart card to be mailed to my address promptly.

Business

Response:

Dear [redacted],

Review: I am a graduate student at [redacted]. The university has set partnered with Higher One bank in order to distribute residual monies from individual student loans. After I agreed to have my residual deposited into the Higher One bank, I began reading their fee schedule & policies. What a mistake! This bank is like one huge secondary financing institution! Once I discovered this information. I immediatley tried to transfer all of my residual funds into my [redacted] account. I initially tried it via my higherone card into my BOA account. It wouldn't allow me to do so. Then I went to the Higherone website, logged into my account & set attempted to set up a transfer of funds. I entered all of my BOA checking information & added the account. The page prompted a message that stated "HigherOne would make two small deposits into my BOA account to ensure that it was actually my account" (charging for each transfer of course) This was three weeks ago. Today, I logged into my HigherOne account to transfer funds & the site won't even allow me to pull up my BOA account to transfer funds. So I re-entered my BOA checking information & Higherone states that that account already exists. However, it won't allow me to access the account transfer tab for BOA! I've contacted several students at [redacted]to see if it was just an isolated incident. It's not! This bank is taking advantege of young college students who don't know when they are being taken advantage of simply because they chose to use higher one in order to have access to their refunds more quickly! I've heard rumors of a lawsuit...I guess I'll have to join!Desired Settlement: Engage in fair banking practices that won't cause incidents such as this!

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: Their same day disbursement deposit policy is reiterated repeatedly but it is misleading, false information.

I chose to stick with higher one because I was under the impression that my money would be made available to me on the day my school disbursed my funds despite the fact my school told me 3-5 days. Sure enough my disbursement day comes and...nothing. I took their word for it but clearly it was not accurate. So I have called and gotten the run around. My issue with higher one is if it takes 3-5 business days to get my money in my account than tell me that UP FRONT dont put SAME DAY DEPOSIT AS SCHOOL DISBURSES FUNDS in bold letter all over the webite but you have the real timeline in small microscopic writing. The false advertisement is blatantly done purposely, they know us students want and need our money so if they tell us the fastest way to get our money is to get it through your service, the obvious choice is to keep your funds disbursed to their service. But you had to have known we would have caught on.THE JIG IS UP.Desired Settlement: I want my funds $1412 posted to my account today. I am not trying to be unreasonable but because of what I was told on your website about same day disbursements I planned bills around that specific day and since it didnt happen I have to still buy my books, pay some bills and be able to pay my registration fees.

Business

Response:

Business Response /* (1000, 5, 2013/08/20) */

Dear Ms. [redacted],

We have received your letters 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 the confusion and frustration you experienced regarding the refund process.

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. However, we understand the importance of your concern and welcome the opportunity to assist with any unresolved questions you may have.

Our records indicate a refund was received and deposited into your Higher One checking account on 08/16/2013.

It may be helpful to know that the refund process is two steps. First we receive the refund record from your school which provides the list of students who will be receiving a refund. The next step in this process is receipt of the wire transfer. Once the wire is received, the funds are released immediately based on your refund preference and an email is sent to your primary email address. Since you have decided to open a Higher One checking account, you will receive your refunds on the same business day we receive them. We understand how important it is for you to have timely access to your funds and assure you that we are committed to delivering your funds as quickly as possible.

We hope this explanation is helpful. Please feel free to call us if you have any additional questions regarding this process. We want to ensure that all of your concerns are addressed. You may speak with a Supervisor by calling XXX-XXX-XXXX ext. 5031, 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

Consumer Response /* (3000, 7, 2013/08/23) */

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

I am aware of the policies and the explanation I have gotten every time I called. but You guys emphasize on the same day deposit. As a student all I know is my school tells me that my disbursement has been released and 3 days after is when higher one has it in my account. All of the technical is not explained when you flash same day acros my screen. if it takes 3-5 business days than thats fine but you guys said same day, but you are aware that it never happens same day, thats false advertisement.

Business Response /* (4000, 9, 2013/08/27) */

Dear Ms. [redacted],

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

Please accept our apologies for the frustration you experienced regarding receipt of your refund.

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

The refund process is two steps; the first step is completed by your school. When you received the message from your school that the funds have been processed, there are several steps taken behind the scenes before a wire transfer is sent to HigherOne. All student refunds are placed into batches, awaiting disbursement. Solano Community College sends the batches to us as well as their own bank to begin this process.

The next step in this process is HigherOne's receipt of the refund record indicating who has been included in the batch. The funds are then released via wire transfer which is processed through the Federal Reserve System. Once the wire is received, the funds are released immediately into your account. We, along with Solano Community College are committed to seamlessly processing your refunds to ensure that you have access to your funds as quickly as possible.

We hope this is helpful. 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 should you have any additional questions.

We sincerely regret any inconvenience this may have caused and appreciate your feedback.

Sincerely,

Sr. Director of Customer Care

Review: My account with Higher One is under my maiden name [redacted]. I have had this account since 2009, which was used strictly for my school refunds. Last month I was notified that my account was overdrawn because a company "tried" to withdraw money from the account. I filed a claim with higher one because I have no knowledge of how this company got the account information. There has not been an update on the claim. I have contacted the company regarding my claim and I have not received a response. I was credited some money back but the account is now negative $59 and I do not feel that I should have to pay the balance because this company is aware that I have not used this account and that this negative balance is due to compromise of this account.

Account_Number: XXXXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like the $59 credited back to this account, an update on the claim that I filed and for this account to be closed because I do not use it.

Business

Response:

Business Response /* (1000, 5, 2013/03/29) */

Dear [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.

I apologize for the confusion and frustration you have experienced regarding the unauthorized activity on your account.

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

Your initial claims were approved and confirmation was sent via email. If unauthorized activity occurs, we certainly want to assist with resolving this matter and ask that you file a claim for each transaction so that we can provide a thorough investigation. Our records indicate follow up emails were sent to your EasyHelp inquires on 02/21/2013 and on 03/13/2013 via incident number 130216-000549 and 130313-000848.

At this time, we have credited your account and your account is now closed as requested. We hope this is helpful.

Should you have additional questions, please feel free to call [redacted] directly at 866-444-4379 ext. 5091, Monday - Friday, 9:00 a.m. - 5:00 p.m. Eastern Standard Time. She would be happy to review any remaining questions or concerns.

We apologize for any inconvenience this may have caused.

Sincerely,

Sr. Director of Customer Care

Review: I have a bankaccount through them and it was closed by emails I got saying my account was being closed. So I called at noon central time and talked to a lady that stated my account was closed for a no reason fraud account. All my transactions were accounted for by me that I did. so I called at 330 central time and they lady then said the same thing and transferred me to 2 other people who cant tell me why it was marked as fraud but there is no reason on why there is fraud when my account activities are all accounted for and approved by me the account holder. Im on the phone with a lady named [redacted] ( cant give a badge number she claims) and is telling me I wrote a check. I never received checks for this account. its a student account for my college. Its very suspicious why im being claimed as fraud when there is no fraud.Desired Settlement: I want my money in my bank account asap. not 5 to 7 days later and I want a apology written from the company for accusing me of fraud

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] Monday - Friday between 8:00 AM and 11:00 PM Eastern Standard Time.

Sincerely,

[redacted]SVP, Chief Compliance Officer<

Review: I am a student and this is in regards to financial aid check that I should be using to live on. The Higher One Co. sent my HCC One card to an old address. It came back return to sender so they waited and issued a check for $3k to the same address. They were contacted by me and I asked that a check be sent out since I never received my card to select a refund option. I was told that this was processed and I have a confirmation email in my inbox. When I had time I checked the email and it required action and listed no check number. I responded to please send my check to the updated address as soon as possible and next day there was an email that my request could not be processed. Then, directly behind that email was a second email that stated it was processed and a check number was listed. To confirm I called the company and was told NO check was sent that I was sent another card because my account was not active. This is because they sent now 2 cards to the incorrect address and that a new card should arrive by 10/16/14 and then I can select how I would like my refund when the emails I am responding to are asking me the very same question. I then speak to a supervisor who says that again no check sent out, she could not find me and needed a reference number and I had to wait 21 days before they sent a new check. I then asked to speak with a manager who stated he could not be certain that it will work but he will forward a request for an EXCEPTION to be made. This was after I asked if I could come pick it up and attempted to explain how they sent the refund/card to the incorrect address and I am now paying the price. By the time I receive a card and select the option to have it mailed, again which I have done multiple times via the email, I will get my money. This has been going on since August and I want the interest that was accrued on the 3k reimbursed to me since they did not confirm my information and I do not have my money to live on as I type this. This is beyond ridiculous and people count on this money to live.Desired Settlement: I want them to pay the interest on the total amount of the refund from when the first HCC card was sent out until I receive my money to use. I should not be responsible because they have exhibited extremely poor customer service. The APR is 4.8%. However small, its the principle.

Business

Response:

Dear [redacted],

Review: On 09 January 2015 a $100 refund check was mailed out to me from the financial services company, Higher One, Inc. that handles student refunds for my college. I had received a refund from Higher One, Inc. in the fall of 2014 in the form of a check and it was received timely within three days (it was sent out on a Friday and was received on a Monday). I expected a similiar timely period of delivery with this refund check but never wound up receiving it. I called Higher One, Inc. on the seventh business day as the delivery period is 5-7 business days to relay the issue to their customer service department. They told me I would need to wait ten business days in order for a stop payment to be placed on the check and for a new one to be re-issued. I called on the tenth business day and was put through a near week-long process of speaking to different people on different days that would be doing "research" and such in order for the new replacement check to be issued. In addition, an incident case had to opened, a request for a new check had to be put in and approved, my information had to be repeatedly confirmed, etc. In all honesty, it was quite frustrating. Finally, last week I received notice via e-mail to my student e-mail account and my Higher One, Inc. online account that a replacement check was mailed out on 29 January 2015. I have not received my refund check yet and I believe the same issue that occurred the first time is happening again. Although the 5-7 business days for delivery have not passed, I'm concerned about where my check is and want to get this matter out and into the hands of someone who may be able to truly help me.Desired Settlement: I don't want my refund sent to me in the form of a check as there have already been two separate mishaps involving two separate checks. I want my refund directly deposited into my checking account which is on file with Higher One, Inc as this is one of the options for receiving a refund and the option I set up with Higher One, Inc. after this whole check issue occurred last month. If the only option of receiving my refund is a check, I want it sent certified mail where I would have to sign for it, so delivery of receipt is guaranteed. This whole ordeal has been very frustrating and the fact that I don't know what's happened with two checks is very unsettling. This is my money and I want it. This is downright the worst business practice I've ever witnessed and the worst experience I've had with a business, EVER.

Business

Response:

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

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

If [redacted] has any further questions, she may contact our Customer Care Management team by calling [redacted] Monday - Friday between 8:00 AM and 11:00 PM Eastern Standard Time.

Sincerely,

SVP, Chief Compliance Officer

Review: On February 2, 2015 I logged into my checking account online at least 5 times throughout the day. The final login was just before 12midnight, February 2, 2015. All the times of logging in my account showed over $2 remaining in my account. About $2.03 to be exact. On February 3, 2015 my monthly Social Security payment in amount of $740 showed up. I also had a check showing in amount of $8.78 (check #188). This brought my balance down to around $733.25. This was around 9:30am on Feb. 3rd, 2015. I then hired the taxi to take me to a local ATM in [redacted]. I had a withdrawal of $500 to pay my rent/bills. The local ATM fee was $2. That meant $502 was deducted immediately from my account at 10:35 am is what is on my ATM slip. IT also showed my bank account with balance of $202.25. IF we do some addition, we get the following: $2.03+$740=$742.03. Then $742.03-$8.78=$733.25. Then $733.25-$502= $231.25. Yet, the atm slip showed me having only $202.25 remaining in my account. By the time I had my ATM withdraw at 10:35am the bank had gone and charged me $38 insufficient fund fee. I logged into my email and found an email from Higher One customer service stating they charged me a fee for the check [redacted] and deducted $38 from my account. I called their toll free number to complain about the fee at around 6pm or 7pm tonight. At no point during Feb. 2nd or morning of Feb. 3rd when I logged in at 9:30am did I see my account negative. At this point Higher One has verbally refused over the phone to reapply the $38 to my account. The supervisor said she'd ask the bank to see if they would give the money back. I am filing this complaint because it's unfair if a person account is positive the day before that the bank takes money like it's negative the following day. Higher One continues to do this to students all the time. And I have not had any insufficient funds fees given back to my account in 2015. The supervisor also claimed I've had credits back this year. I have not this type fee.Desired Settlement: Please credit my account back the $38. It's not fair to do this when an account is positive one day into the next day.

Business

Response:

This

response is to acknowledge receipt of our cardholders communications received

from the Revdex.com, regarding case # [redacted]. Higher One is

committed to stellar service and takes complaints very seriously.

In

the interest of protecting our customer’s confidentiality, we have contacted

[redacted] via separate notification to address her concerns.

If

[redacted] has any further questions, she may contact our Customer Care

Management team by calling [redacted] Ext. [redacted] Monday - Friday between

8:00 AM and 11:00 PM Eastern Standard Time.

Sincerely,

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 mailed in a 40.00 dollar money order to Higherone for my saving account [redacted]. Money order number [redacted] was never deposited to my account. The company said they mailed it back to my old mailing address [redacted] but I never received it. This was one month ago.Desired Settlement: I was denied an opportunity to be entered into the sweepstakes for making deposits by the company sending my money order back. I want to be refunded 1040.00 dollars. 1000.00 for the sweepstakes and 40.00 for the money order I purchased and was never returned to me

Business

Response:

Dear [redacted],

Review: Higher one has continuously failed to mail my financial aid refund check to my address since October 2015. It is now December 2015. I have called numerous times to which I have lost count and every customer service person keep telling me the check is mailed and I cannot seem to get my refund. I changed my refund status to deposit money into my checking account and requested that they cancel the checks and deposit money into my account, but they refused to do it. Its now a new semester and I need my refund to buy books. Higher one is a joke as they have collected my refund, buy refused yo give it to me.Desired Settlement: I need my refund ASAP.

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 [redacted] Monday - Friday between

the hours of 8:00am - 11:00pm EST.

Sincerely,

Tami T[redacted]Vice President, Customer Care

Review: I upgraded my account from a One Account to a Premier Account. I read all the information online regarding the differences and the charges associated with both accounts. The site clearly stated that if I upgrade my account, the Premier benefits would start immediately, and I would receive a new Premier card in the mail. I made a few withdrawals and was charged based on the One Account. I called in and had no problem having the charges refunded. However, I when I made additional withdrawals prior to me receiving the new card, my refund was denied (a total of $19.00). I was told via email that the charges were valid because I did not use my new Premier card (which I had not received yet). When I stated, via email, that I would be contacting a VP if the matter was not resolved immediately, I was given a partial refund of $10.00 as a courtesy but all the charges were indeed valid. I searched their site up and down and was unable to find any contact information other than the customer service number---not even a mailing address.Desired Settlement: First, I am requesting that I receive my remaining refund of $9.00. Then, I believe the site should be updated to correctly state when which benefits start when an account is upgraded. I also believe there should be some additional contact information on the site (HQ address and/or phone, "if your issue is not resolved, contact xxx, etc). If a customer wants to have an issue escalated, it should not have to go to the Revdex.com.

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,

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Description: Financial Services, Payment Processing Service, Sales Financing (NAICS: 522220)

Address: 115 Munson St, New Haven, Connecticut, United States, 06511-3540

Phone:

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www.higherone.com

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Shady, yet now dead: once upon a time this website was reported to be associated with Higher One, Inc., but after several inspections we’ve come to the conclusion that this domain is no longer active.



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