Higher One, Inc.

Review: 3 weeks ago I had a problem with my account, they shut off my card and told me I would have another one in 5 business days. Its been over 3 weeks and I still have no access what so ever to my money and they wont give me my money. and im currently still waiting for my card in the mail. I have not moved and I know they have the right address.Desired Settlement: I want my money, or have immediate access to my money.

Business

Response:

Review: The Bank is practicing fraudulent activity and charging excessive fees for no reason. They stole 120.00 from me back in November from my financial aid refund. The bank has given several different answers that are untrue. They hung up on me on several occasions as well when trying to resolve a wire transfer issue with this bank. The bank has caused my account to be negative and allowed transactions to go through without funds being in the account.Desired Settlement: I want all the fees returned to the account and I want the 120.00 added back to my account as well as the wire amount of 183.53 added to my account. This bank needs to refund every fee charged to my account.

Business

Response:

Dear Mr. [redacted],

Review: I paid for a [redacted] car rental though [redacted] rental Car Confirmation# [redacted] contract #[redacted] Pick-Up Saturday, November 9, 2013 at 6:00 PM Drop-Off Tuesday, November 12, 2013 Summary of Charges Rental Car Billing Name: [redacted] Your Offer Price: $18.00 (per day) Total Rental Days: 3 days Subtotal: $54.00 Taxes and Fees: $41.73 Total Charges: $95.73 [redacted] used my higher one card for the hold deposit. I called their billing department at 1800-654-4173 for the hold deposit release twice per week for the past three weeks but they keep putting incorrect release information on it. According to customer care supervisor [redacted] they want higher one to verify that the money has been paid before it gets released which the transaction closed out on November 13th and, but The transaction that you sent higher one is incomplete. No manager's signature was on this fax no authorization number and incomplete card number listed. You cannot a rental car without prepaying. Higher one contends that [redacted] has to send the verification before they release it or it will take 21 business days or 30 calendar days before I have access to my money. The [redacted] payment was made on November 8,2013 I changed the contract twice with [redacted] where the original deposit was $215 and changed to $200 which Higher One changed. However, they contend that they can't release the hold even though the used electronic transactions to change it twice. This is arbitrary in the fact that they are the only bank that I have used that don't allow electronic releases, yet they changed the amount twice within the same week. Someone is lying and holding up customer funds for other reasons.Desired Settlement: immediate release of funds

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 the confusion and frustration experienced regarding the temporary hold process.

Our Supervisor [redacted] has been in contact with you by phone to provide personal assistance regarding your questions and concerns. We are glad she was able to reach you and hope that her review of your concern was helpful.

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

If the merchant has no intention of collecting the funds, we require a letter from them signed by a manager in order to remove the hold before the stated timeframe. As a security measure for our cardholders, the information we will accept is very specific. We want to ensure we have the justification to obtain your funds for you should the merchant act contrary to the written agreement.

The $200.00 temporary hold from [redacted] has now been released.

We hope this information is helpful and regret any inconvenience this may have caused.

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

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

Sincerely,

Sr. Director of Customer Care

Review: Higher one is a internet banking company that my local community collage uses to distribute financial aid refunds. I received a refund from my pell grant totaling $1496.89. This company has my money and I can't get it because they have my birthday wrong in their computer system. I have spoken with their unhelpful costumer service several times and I get a different answer as how to fix the problem. I have verified with the collage that they have the correct birthday on file in their system. Higher One gets their information from the collage. I was first told to mail a copy of my birth certificate. I did that registered mail. They signed for it on Sept 14, 2015. So I called back on Sept 23 2015 to verify that they had the problem fixed. They didn't, the lady I spoke to said to fax a copy of my birth certificate and it would be resolved in 24 hours. I fax it at about 12:15 on Sept 23 2015. So when I got my refund from the collage on Sept,25 2015, I went to us my card and it wouldn't work. I called them the same day and they said to upload a copy of my birth certificate on their website I did that. They also informed me that they didn't accept faxes. The matter is still unresolved. The collage has called on my behalf, with no results. All together I have sent 4 copy's of my birth certificate, 3 different ways.Desired Settlement: I just want my money.

Business

Response:

Review: I am currently awaiting my financial aid refund from this company. They said that they didn't receive the financial aid refund from my school but my school has shown me proof that my funds were dispersed to my Higher One account and that Higher One should have already released my funds.Desired Settlement: This company needs to release my money to me so that I can buy the books that I need for my classes.

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 made a reservation at a hotel in ** for one night it was 120.94 so the hotel put a hold on my higher one card for that amount. When I checked in I change the form of payment and they relseased the hold. The hotel said that the funds would be released back into my account the following day. So the I checked my account and the transaction was still showing pending. So I waited two more days then when I checked it it still show pending. So I called my bank and they said they have to comtinue the hold to make sure the transaction was reversed so wait two more days and it should be available. I check again 6 days later and the funds is still on hold. I called them back to see what is the hold up on releasing my funds. They told by law the can hold my money up to five business days if the marchant do not fax over a release funds letter. I don't understand why that is not posted on the their fee list or so where on the website. Now the are letting everything I did before that post to my account making it a negative balance while they hold money.Desired Settlement: I want them to remove all overdraft fee due to this matter.

Business

Response:

Review: A company illegally charged my Higher One student account for a product that I did not order from them. I had immediately contacted Higher One and filed a dispute for the charge. I filed all necessary information to back my claim (names, dates, etc). Higher One supposedly "investigated" the dispute and ruled against me - even though the product had been return unopened and was charged to my card illegally. I have tried three times to handle this absurb situation with Higher One, but seem to hit the same brick wall. They handle my student account with [redacted] (whom I am also going to make a complaint against Higher One with after this one). They are charging me excessive charges on top of everything. I want it handled.

Product_Or_Service: Did not purchase - illegally charged in 12/12

Order_Number: -

Account_Number: -

Desired Settlement: DesiredSettlementID: Refund

I want Higher One to charge-back the amount that the vendor illegally charged me. I want all charges related that Higher One charged me to be credited also. It should not be difficult. That is all I want from them. I will remove any link with them on future deposits and/or transactions from my university account.

Business

Response:

Consumer Response /* (-101, 2, 2013/04/16) */

From: [redacted] (mailto:[redacted]@msn.com)

Sent: Tuesday, April 16, 2013 3:32 AM

To: [redacted]@ct.Revdex.com.org

Subject: addendum to complaint

Hello.....I would like to add an addendum to my complaint; in addition to the outcome I have already stated, I would like to add that I want Higher One to pay for any additional charges associated with processing the check that was returned.

Sincerely,

Business Response /* (1000, 7, 2013/04/29) */

Dear Ms. [redacted],

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

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

Our Resolution Supervisor [redacted] has attempted to contact you by phone in order to review your questions and concerns. Unfortunately, she has been unsuccessful in reaching you. A follow-up email was sent via EasyHelp incident numbers XXXXXX-XXXXXX and XXXXXX-XXXXXX.

Though we wish the outcome were different, the investigation into your claim indicates that no error occurred and regrettably, that we must deny the claim. However, we value your business and have issued credits to your account totaling $85.26 to bring your balance current.

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

We apologize for any inconvenience this has caused.

Sincerely,

Sr. Director of Customer Care

Review: I responded to an add on [redacted] that I thought was a job ad; but the lady who answered the phone name Ms. [redacted] said it was a federally funded assistance program. She told me that I would receive a card in the mail and then I would have to call her to load money on the card. She asked questions to see if I qualified and she said I did and took my name, address, social security number, and phone number and I did not hear from her again. I called her and she never picked up; however she sent me texts at night responding to my texts during the day. I kept calling; however answering machine said mailbox too full. I realize that it was a scam and I informed her that I was going to call the police. I haven't heard from her since she claimed she was loading the money on card. I am concerned because she has my personal information. The card is from [redacted] and it is a [redacted]. They are posing as [redacted]. Telephone #: ###-###-#### out of [redacted] See the add below from [redacted]:reply x prohibited[?] Posted: 29 days ago prev next $800 every 3 months if you qualify ([redacted])image 1 [redacted] - Map data [redacted]compensation: $800hello im ms [redacted] I work for [redacted] professional services what we do is try to find and help families in need there are certain qualification you must me to qualify for assistant you must be either on food stamps or medicaid. or if your homeless or living with somebody else who is taking care of you. if your disable or unable to provide for yourself and you must have a high school diploma or ged and this information will be verified. once you meet the qualifications and I get more information we can go a head and get you set up with the funds I will attach business card to post.Principals only. Recruiters, please don't contact this job poster.do NOT contact us with unsolicited services or offerspost id: 4[redacted] posted: 29 days agoDesired Settlement: Alert people and Higher One in case they are using financial aide as a scam. I have alerted the credit bureau because they have my personal information. If this is fraud, I need to know what my next step is here to safeguard my personal information. Please help.

Business

Response:

Dear Ms. [redacted],

Review: Higher One promises same day deposit, then states it can take 2-3 days for a direct deposit to post and I have been waiting for my deposit for almost a week. I am on the verge of being evicted and I have 3 children this is ridiculousDesired Settlement: I need them to release my deposit immediately

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: My family and I have had multiple issues with [redacted] Bank and Higher One

who services [redacted] Bank.

They closed my mom's account without notice or reason.

We feel that [redacted] state university is forcing us to use Higher One

and [redacted] Bank by not allowing us to have our school refunds deposited

into any other bank without going through [redacted] Bank and Higher One.

Today, we mailed two online bill payments through [redacted] Bank and Higher One.

The recipient never received them. We called and asked [redacted] to

send us proof that the payments were mailed and/or trace them. They

refused. We asked for the checks to be canceled and [redacted] told us

that it would cost us $25 each to cancel each check. These are their

checks that they mailed to our recipient through the online bill

payer.

We held on the phone for 2 hrs with Carolina from the Specialty Client

Dept in New Haven CT and Stephanie from [redacted] Customer service and

they still refused.

We feel that we are forced to deal with this bank by [redacted] state

University and that Higher One and [redacted] Bank are predatory, their fees

are excessive, and they do not provide an adequate level of service to

the customer especially when something goes wrong on their end.They

are also deceptive with their fees, policies, and even the

relationship between Higher One and [redacted] Bank which their

representatives refuse to explain or provide phone numbers for [redacted]

Bank. The call time was 12:40-2:08 EST, 2/5/16. We intend to take

legal action against them if our recipient does has not received the

funds on time and we are charged by him of if we are unfairly charged

to cancel [redacted] Bank/higher One's lost checks.

Thank you

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: This company offers bank like services. They are set up as my college ([redacted]'s) preferred payment method for student loans, but they also claim fast easy check deposits among their services. However, they charge quite a bit in fees for all of these benefits. Recently their convenient features for depositing have quit working properly, so now instead of being able to scan checks for deposit, we have to mail them. This makes the deposits take a week or more to post, and then they went one better. On December 26th, I found out that one of my deposit items was allegedly returned (it was a payroll check so I approached my employer first who verified with their bank that the item was never presented for payment and would have been paid if it had been submitted.) Higher One, in addition to charging me back for the incorrectly processed item, has charged me $36 in fees over and above the amount of the original deposit item, which has cost me returned checks and other issues. I have been working with their Customer Service Supervisors every business day since to resolve the account issues, and still nothing has been done to correct the account, even though they have admitted that the problem is on their side! Worse yet, they assured me on December 30 via email that the matter would be settled in 2 business days, but it has still not been taken care of. So, I called yet again today, spent another 45 minutes of cell phone time on hold, and the supervisor assured me that she WOULD call me back TODAY with a progress report and resolution. SO, they lied about that as well because I have not received any phone call nor has the account been corrected. Worse yet, they keep sending me emails threatening my account status because the account appears overdrawn due to their initial error plus the fees that they have charged for their error. It's an insult to injury situation at this point!Desired Settlement: I want the original item redeposited to my account, a refund of the $29.00 returned item fee, a refund of the $7.00 returned item fee and a refund for any late fees/NSF charges associated with the check that they cause to bounce while they were ignoring my requests to fix this issue!

Business

Response:

Dear Ms. [redacted],

Review: I called in on March 12, 2014 and talked to a customer service representative, because I needed to order a new card. The representative told me that the card had been ordered. When I had not received the card by the following Monday, March 17th, I called back to see how long it would take for the card to arrive. The lady told me no card had been ordered, but she could place the order for me. I specifically asked if my original card would stay active until the new one came because my tuition payment was going to come off my card on Wednesday, two days later. The lady assured me I could use my card until I got the new one in the mail. As, soon as I got off the phone with the lady I received an email that my card had been canceled. I called back immediately and sure enough my card had been canceled and there was no way to reactivate it. Because the bank does not have any walk in locations, I had no way to withdraw money from my account to pay my bills. I had to wire money from my account to a family members account. On top of that I had to pay $25 to do so.Desired Settlement: I would like my $25 back. I knew my tuition was due and would have gone to the ATM first before canceling the card had I not been told that it would stay active until the new card came and I activated it.

Business

Response:

Dear Ms. [redacted],

Review: Higher One took a cash advance fee of $17 from my account when I never approved a cash advance, nor was I told my transaction was a cash advance. I was told it was a credit card transaction. After filing complaints with them immediately, they did not stand behind their customer. Anyone who deals with this institution should BEWARE!Desired Settlement: $17 cash advance fee that I NEVER was informed of, agreed to, or processed

Business

Response:

Dear Ms. [redacted],

Review: Got email stating my school funds were released on 9/21, I waited four weeks for my refund check and received nothing. On 10/21 I got an email stating that check was returned to them and that I need to log into my account to resend check. I only logged into the account once four years ago to set the refund preference. I no longer have the card or the password. I tried several times to reset the password and got an error message to contact customer service. Called on 10/28 and after a half hour was put on hold and disconnected. Received an email after the call with a section to put text into to reopen the issue. I told them that my issue was not fixed and never got a reply. Called again on 10/30 and spent forty-five minutes on the phone for them to tell me the error was on their end. Did not hear from them again. Sent another email explaining my problem on 11/2 and wanted to know who I should contact to resolve this matter. Because the problem still exits and customer service has not helped me or responded to my emails, this is the only course of action left to me. It's not right that I have to file a complaint to resolve this issue. I've done everything I could do to resolve this with Higher One. They have my money and customer service has not helped or responded.Desired Settlement: If you cant send me my refund check, let me log into my account so I can resend it.

Business

Response:

On 2-2-16, I used my higher one account on a 629.95 bill and the merchant "declined the transaction" ..insufficient funds. I then checked the account to ensure that the money was there and it was . I again submitted a 629.95 transaction and again it was declined. Moments later I checked the account again and noticed (2) pending charges for 629.95 . I immediately called the merchant and they informed me that there computer showed a decline and they weren't expecting any money. I called Higher one immediately and was told that the merchant has a 5day period to see if the funds are there. I told the Higher one rep that I just got off the phone with the merchant and was told they had no confirmation or info on my declined account other than it was declined. Higher one informed me that I could not stop the second transaction since submitted it twice and then she gave me a list of things I had to get the merchant to fax Higher One to cancel the transaction. The merchant did as she asked and he blindcopied me on the info aS WELL WHEN HE FORWARDED HER THE INFO. They sent me a notice 2-7-16 that all info was not completed by the merchant. As of today 2-8-16 I still have in limbo 1,359.90 in pending withdrawals...I am furious that I instantly called when the transaction occurred and that they did nothing to rectify the error on their part from the pending status that nobody but Higher one knew about. I now submitted a stop payment on 629.95 and I expect to be refunded the 24.00 for the process. help if you can on the (2) pending charges they still are on my account.

Review: I gave Higher One $200 to etablish an account and provided them with a passport and social security card and they have not established my account for over a month. I have called at least 10 times and been put on hold each time. I have written them a letter also. I just want my money back because they did not set up my account.Desired Settlement: $ 200

Business

Response:

Dear Ms. Mickler,

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 the confusion and frustration you experienced regarding the verification process.

Our Customer Care Specialists have attempted to contact you by phone to provide personal assistance regarding your questions and concerns. Unfortunately, we have been unsuccessful in reaching you personally. We understand the importance of your concern and welcome the opportunity to assist you.

The Customer Identification Program (CIP) is an ID verification process. According to the USA Patriot Act, Federal banking regulations require all financial institutions to obtain, verify and record the identity of their account holders.

Your ID has now been successfully confirmed and the funds are available for spending.

We hope this is helpful.

If you have additional questions, please call a Customer Care Specialist directly at ###-###-####, ext. [redacted]. They are available Monday through Friday between 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 Carev

Review: On several occasions too many to list, I have called Higher One trying to resolve problems from verification of my identity to now receiving federal funds from this company that belong to me. Today however, Oct. 15, 2014; I called because according to their website, it takes 2-3 business days to receive funds to a third party, per my personal banks' policy, not Higher Ones' policy. I called to find out where my refund was when [redacted] customer rep. answers the line and tells me by Friday I would receive my school refund, that doesn't sit well with me at all because originally back in September I was told my funds would be deposited within 24 hours. I asked to speak with a supervisor and got [redacted] who says by Thursday, so because of the difference and unclear statements of both I asked for a manager and received on the line [redacted], who before I was able to say anything hung up on me, without handling my problem.Desired Settlement: I want my federal student disbursement check deposited into my desired account immediately or besides contacting the Revdex.com, I will elevate this complaint to the Department of Education and let them know that third party companies are handling federal funds, and not refunding them to students like they are supposed to.

Business

Response:

Dear Ms. [redacted],

Thank you for your letter regarding your recent experience with Higher One, Inc. 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 and with receiving your refund.

Higher One has partnered with your school to offer students various options for receiving financial aid and other refunds. [redacted] offers their students the option of opening a Higher One checking account, having funds sent via ACH transfer to an outside bank or to receive a paper check.

Your refund preference was updated to ‘Deposit to Another Account’ on 09/05/2014. On 10/14/2014, a refund in the amount of $845.36 was received and sent to your third party bank account via ACH transfer. We are glad to hear that you have received your funds.

ACH transfers typically take 2-3 business days to post to your outside account. You can learn more about how refunds are disbursed by logging into your profile and selecting the appropriate sub menu located under the ‘Refunds’ tab from your homepage.

Our Senior Customer Care Manager [redacted] has spoken with you and has taken note of your valuable feedback. Thank you for taking the time to speak with her and for sharing your experience with us.

Please rest assured that your calls will be reviewed for quality assurance.

If you have additional questions, you may speak with [redacted] directly by calling ###-###-####.

Sincerely,

Sr. Director, Customer Care

Review: Apparently when I signed up for college and APUN, I was issued a Higher One card for my financial aid refund. I never received the card, but I get phone calls almost EVERYDAY, sometimes more than once a day, from this company telling me that there is troubling activity on my Higher One account. I called customer service 2 days ago, who was supposed to send me an email telling me what to do, but never did. According to them, the card was received in Sept 2013 and used at an ATM December 2013 for a balance check. This is harassment and I am very, very tired of it.Desired Settlement: STOP CONTACTING ME!!!!!!!!!

Business

Response:

Dear [redacted],

Review: I attempted to make several purchases over the weekend 06/26-14-06/27/14 and my card was declined stating no funds. I had funds on my account. I was totally embarrassed and had to pay an extra $25 for not having the money and keep from going to jail. My mother had to [redacted] me the money and I want all fees returned. They are stating they need me to submit a receipt in order to refund me and I don't have a receipt and not going to get one because I was out of town and tried to call the company and the manager I need is on medical leave. I contacted Higher One the rep I spoke with stated the charges were denied because I didn't have the funds and she then took another look and stated she didn't know why the system was showing no funds. I want my money back and I don't feel I have to go out of my way because I had money in my account and they are wrong I want to be refunded my $75.00. The incident number they gave me was [redacted].Desired Settlement: I want $75.00 refunded to my account immediately.

Business

Response:

Dear [redacted],

Review: [redacted] had sent me a check for $255.00 because of an overpayment. Now I have the check in my possession. So I contacted higher one and [redacted] bank about the check I have received from [redacted]. Now I spoke to a [redacted] about this check and the letter I had received from [redacted] and she told me to make copies of all the letters including the check. After doing that she told me to fax them over, but to wait until SHE CALLS ME AND TELLS ME WHAT TO DO.Desired Settlement: 1. I would want [redacted] to give me a call to let me know if she got the check that I have photocopied and sent over2. I also want [redacted] to clear my account and close the account, but plus I also need the other account that ends in [redacted] to be closed as well.

Business

Response:

Dear Mr. Starich,

We have received your letter from the Revdex.com regarding your experience. 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 your account.

Your account ending in [redacted] was closed on 04/11/14 as requested and an official check for the remaining $1.69 balance was mailed to you.

In regards to your account ending in [redacted], we are unable to accept a copy of the check for deposit by having it attached to an EasyHelp Ticket. However, there are several other deposit options available such as EasyDeposit, mailing in the check or cashing the check elsewhere and then purchasing a GreenDot MoneyPak to add the funds to your Higher One account. All of these options can be viewed by logging into your online profile and selecting the Making Deposits sub menu located under the OneAccount tab from your homepage.

Our Assistant Customer Care Manager [redacted] has spoken with you over the phone in an effort to personally review your concerns. Once the balance in your account is cleared, please contact us so that we can close the account as requested.

Should you have any additional questions, you can reach [redacted] directly at ###-###-#### Monday through Friday from 2:30 pm to 11:30 pm Eastern Standard Time. You may also reach 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