Higher One
New Haven,#2UPDATE Employee
Mon, February 11, 2013
Hi there, my name is Lauren. I work on Higher Ones behalf in order to raise awareness about the program and the card, and Im hoping I can help you out a bit.
First and foremost, students do have a choice when it comes to receiving their financial aid refund money. There are online and electronic options beyond a paper check refund. Higher One provides an easy online setup (using the card as a tool for selection) for choosing an electronic transfer of funds directly to the students domestic bank account or students can choose to open up a checking account through Higher One, as it sounds like you have. Additionally, getting a financial aid refund is free no matter what option you choose, per requirements set by the Department of Education.
Regarding the attempt to verify your identity: Higher One takes measures to ensure the privacy and security of our consumers through means such as identify verification. A very small percentage of the time this needs to be done manually (i.e. uploading and/or faxing the image of your ID). Unfortunately the quality of the image is not always guaranteed, and this is why in a case such as yours several attempts may have been required. Any holding of the funds is only in effort to
ensure your safety and protect your identity.
If you have additional questions, Customer Care can be reached in any of the ways below:
--Call the number on the back of your card
Monday-Friday 8 a.m. - 11 p.m. ET. After entering your card number and date of birth you'll be read your balance information. After this, press "0" to speak with an Agent.
--Tweet @AskHigherOne Monday-Friday between 9 a.m. - 8 p.m. ET.
--Use EasyHelp's Ask a Question feature by clicking on any EasyHelp logo when logged into your account. Simply fill out the information in the "Ask a Question" tab and someone will follow
up with you through email.
Afrodita20
United States of America#3Consumer Comment
Wed, February 06, 2013
They can do that. What it means, is that during their audit process, they noticed your information did not match their records. They could not verify your identity using approved software for id lookup, so you have to manually do that. I urge you to provide that documentation, otherwise you will have problems.