91 Express Lanes/OCTA

To Whom It May Concern,We would like to thank Mr [redacted] for being a customer with the Express Lanes and for contacting our customer service center to resolve violations on license plate #44646UThe credit card we had on file as of 7/6/is a Visa with the last four digits of On that date the CC declined and an NSF fee of 25$ was charged and his account was deactivatedAs the lanes were being used violations were being sent to the address the DMV has on file for plate 44646Uwhich is a Moreno Valley address on Sinaloa StreetMr [redacted] contacted our customer service center on 7/14/to update the expiration date and at that time the NSF fee was waived as a 1x courtesy, and violations on plate 44646Uwere paid to the account #for tolls only also as a 1x courtesy, and the account was reactivated.On 8/10/Visa with the last four digits of declined and the Express Lanes account #was charged a NSF fee and the account was deactivatedAgain as the plate 44646Uwas using the lanes there were violations being sent to the registered owners address with the DMV (Sinolao address in Moreno Valley)On 8/18/Mr [redacted] spoke with a representative at the Customer Service center and added a secondary Visa with the last for digits of At that time Mr [redacted] was offered a waiver of 50% off of the violation fees but he had to pay the negative on the account including the NSF fee and full toll amounts of the violations since this was now the second time this has happened on the account and we could no longer offer the 1x courtesy waiver offerAt that time a payment was made for to cover the 50% of violations penalties, the full amount of all tolls, and the negative on the Express Lanes account.As of today the account is current and active and the address has been updated to [redacted] in San Jacinto on his Express Lanes accountThe address the DMV has on file for his vehicle will remain the old address as we are not able to update DMV informationBoth Visa cards ending in *** & *** remain on the account with the *** card acting as a back up and the *** being the primaryIf there are any further questions or concerns Mr [redacted] may have his is free to contact me directly.Thank you for your time.Sincerely, [redacted] ***Assistant Processing ManagerExpress Lanes###-###-####

Revdex.com: I have reviewed the response made by the business in reference to complaint [redacted] and find that this resolution is satisfactory to me.I have paid the $that [redacted] said I would be chargedThank you!

This is in response to the Case ID *** for *** *** (attached) This customer has a 3+ carpool special access account with our companyThis type of account is designed for users who will have or more people in their vehicle when travelling on the ** express lanes and will use the 3+
designated lane any time they are travelling on the ** Express LanesIf someone drives through the 3+ designated lane with less than people the CHP may pull over and cite that driver for a carpool violationBased on the text of the complaint and the notes on the customer account it sounds as though this is what happened.We also have a Zero Emission Vehicle special access account that offers the same benefits as the 3+ carpool special access accountWith this type of account the driver should not use the 3+ designated lanes if driving with less than people in the car even if the vehicle is a zero emission vehicleWe understand the confusion the customer may experience with the different account types but if a vehicle is driven through the 3+ lane with less than people the CHP can issue a citation and we have no authority over a citation issued by the Highway PatrolI hope this helps to clarify the concern of the customer and please feel free to contact me with any further information that may be neededSincerely *** *** Express Lanes Assistant Processing Manager ###-###-####

Initial Business Response /* (1000, 5, 2016/01/19) */
The consumer submitted an inquiry online on 08/14/advising our company that there was an active Fastrak account with a different agency to cover the tolls of $Our company responded on 08/15/asking for the customer to submit a
Verification of Account letter showing the status was active and in good standing at the time of the trip to have the penalties waived and the tolls paidWe did not receive the letter even as of this date
Initial Consumer Rebuttal /* (3000, 7, 2016/01/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No request for a Verification of Account letter was ever sent; I learned of it from their lawyers and did send it out on the 11th of JanuaryIf they need me to resend it, I'm certainly willing to do soOr I could forward it via emailOr I could fax itOr I could drive it down there if they are incapable of opening their mail
Final Business Response /* (4000, 9, 2016/01/29) */
As of 1/27/we have received the Account Verification letter and statement showing a valid Fastrak account for the time of the violationThe violation has been reduced to tolls only and a payment can be mailed to us at Express Lanes Violation Processing Department PO Box XXXXX *** Ca XXXXXUnfortunately, the tolls are no longer eligible to be deducted from the customer's account due to the age of the trip

We would like to thank Ms *** *** for contacting us regarding violation #2***3.Upon review of the afore mentioned violation we were able to waive the penalty as a one-time courtesy and a refund for that amount will be sent to *** * *** at 3*** *** *** ** *** ** Dana Point
CA within daysThe Express Lanes does require that an established account with a valid transponder must be in the vehicle to travel on our lanesMs *** is welcome to establish an account with us by visiting one of our customer service locations at *** *** *** *** ***, Corona CA or *** ** *** **Orange CA between the hours of 9am and 6pmOr she can also contact our customer service center by phone at ###-###-#### from 8am - 5pm.Thank you,*** ***Assistant Processing Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me Need to be more clear on the specific rules and regulations as it is very confusing

Initial Business Response /* (1000, 5, 2015/05/07) */
Ms*** opened up a Standard Plan account on 6/10/This type of account receives quarterly statements and Ms*** opted for email notifications for receiving her statementsAll of her statements were emailed to her at
***@gmail.comMs *** also received voice mail broadcasts and email notifications when her account was delinquentMs*** called on 3/18/when she was notified her account was negative and she stated she would return the transponder and close the accountThe account was sent to collections on 4/20/and the $deactivation fee was chargedMs*** returned her transponder at the Customer Service Center on 4/29/and paid the negative balance to closed the accountThe deactivation fee is valid and will not be waived
Initial Consumer Rebuttal /* (3000, 7, 2015/05/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was not told if I did not return the transponder immediately that I would be sent to collection, so I understood I would be charged another monthly charge if not returned, so I went when convenient to me as I do not reside or work by your officeI also was told my account was sent to internal collections when I returned the transponder, as I asked if I needed to pay them instead, the female employee said no it was not with anyone, as it was internalHowever I just received a letter from linebarger, goggan Blair & sampson, llp, this time not just asking for the $I feel was fair, not the $I paid which included the bogus $collection fee, now your after me for $88.40?, this letter is dated 4/29/15, so your office lied and sent my account to law office the very day I was in your office and was lied to, when I said I would take care of this, that I just was unaware of how to properly close an account? I have told others contemplating what a headache it will be if they get your service and decide it is not right for themI am disappointed and will not ever use your service again

Initial Business Response /* (1000, 8, 2015/09/01) */
The Express Lanes account is a prepaid toll account and not post payThe customer continually went negative due to insufficient monies on her accountThe customer received notifications every time the credit card declined and the account
went negativeThe customer would then receive a violation notice for every trip on the lanes when the account was negativeThe customer called on July 10th, and was told by the supervisor who
agreed to give her until Friday 7/24/to pay to clear violations on vehicle #and violations on vehicle #The supervisor told her we can clear violations as a one time courtesy and will give 50% off violations that went to collections as long as she paid in full by the agreed dateCustomer agreed she understood that if the payment was not received the discount would no longer be availableThe payment in full was never received so the monies owed went back to the original amount
Initial Consumer Rebuttal /* (3000, 10, 2015/09/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would get notice that the account was lowI then would make payment online and bring the account current, along with post paymentWell, so I thoughtI called on July 10th because when I went to log into my account it said I no longer had access to make my paymentWhen I spoke to the manager that is when she told me I had several violationsI was not aware of all these violations as I made "post" payments every month consistentlyHundreds and hundreds of dollars the last few yearsHow does a " customer" of the express, that gives them business,, month after month, year after year owe them thousands of dollars? I hold an account with themWell, when I spoke the supervisor on the phone in July, she informed me that when I make my payment online even though it made account current, it did not go towards ALL previous tollsShe said only some of the outstanding tolls would automatically get paidShe then continued to say that in order to pay the outstanding tolls, I need to call instead of pay onlineI'm not sure I understand this logic, so some of the tolls get paid but not all of them when paying onlineAlso, the violations occured the end of March to beginning of April, I was told on phoneIt was a day lapseI cannot check the exact dates as they have locked me out of acct that gives me all my personal information as when I paid, how much etcSo, then the supervisor did say that I could pay halfI did not agree to this as it was still over a $dollars which I do not have and cannot afordI informed her that I agree to pay any additional toll fees I owe but I don't agree with any violation fee chargesI hold an account with themI asked if she could forward me the violation notices via email and she informed me that there was too many for her to forwardSo, I don't agree that a paying customer, that reflects account is current online month after monthWhy would there be outstanding violations because I did not call??? Also, it is outrageous and obsurd for one toll of $dollars has a violation charge of $eachWhy??? This is ripping th consumer off

Initial Business Response /* (1000, 5, 2016/05/26) */
We received a Toll Roads customer statement via email on 5/16/The documentation provided showed the customer's account was suspended starting 02/05/As a result of the account having a negative balance it was deactivated during the time
frame the violations occurred (02/09/XXXX - XX/12/16)The customer was informed on 05/16/that we were unable to process a refund as he did not have an valid Fastrak account during the time of the violationsHe was further advised on 05/16/of his options for disputing the amount that was intercepted through the Administrative Review Hearing process
Initial Consumer Rebuttal /* (3000, 7, 2016/05/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We would like to submit letter from the toll roads, our statement, letter from the FTB, our phone bill, statement from the dept of defenseWHY CAN WE NOT TALK TO A PERSON AT THE other than a customer service representative who continues to placate us in an attempt to get us off the phoneWe did not ignore this debt, we were told the license plate would be added to our account and charged- WE HAVE FAXED ALL THIS PAPERWORKand can fax it again
Final Business Response /* (4000, 11, 2016/06/14) */
We have received all documentation faxed and emailed by the customerThe vehicle was listed on the account, however the account during the time of the violations was not activeThe statement shows the account was suspended due to nonpayment on 02/05/The violations are valid due to a deactivated accountWe did not receive any resolution regarding these citations until the violations were paid through the interception of his state tax refund

Thank you very much for providing the violation #'s***-***-***&***-***-*** Upon research of these violations I was able to confirm that we have received all proper documentation necessary to waive the penalties on these violations as of 6/16/and no further action from Ms *** is required. If Ms*** has any further questions please have her contact our customer service center at ###-###-####. Sincerely, *** ***

I am rejecting this...

response because:They keep sending me letters in regards to violation #'s[redacted]and[redacted] They have cashed my check for the toll due in the amount of $1.80. I do not owe the $50 in penalties they keep sending and threatening me over. I have sent them all required proof ofMy fastrack account via certified mail. I do not understand what more they need from me.

We were unable to locate any violation or account with us here at the 91 Express Lanes. Please ask Ms. [redacted] to provide us with a violation #, account #, or license plate of the vehicle in question and we will be happy to assist her further.Sinceryly[redacted]

Upon review of the information provided to us by a letter dated 9/28/2016 I was unable to locate any violation with our company. I called the number provided on the letter and by message asked Ms. [redacted] to call me directly with the information of the vehicle in questions so that I may attempt to...

rectify her issue.   If you receive the information please provide that to me at your earliest convenience so that I may service the customer.   Thank you,

Initial Business Response /* (1000, 8, 2015/10/22) */
Customer established a 3+ Carpool account in 2003. This type of account does not incur the $7.00 monthly minimum usage fee, but is restricted to only using the 3+ carpool lane. Any usage not within the guidelines outlined in the Application...

Agreement will result in the account being converted to a regular Standard Plan which incurs a $7.00 monthly minimum usage fee.
On five separate occasions the customer did not follow the guidelines and the account was converted to a Standard Plan. The account has been changed back to a 3+ on 11/15/2003, 3/15/2004, 3/26/2007 and 2/26/2010. The customer was advised of this during a call she made to the customer service center on September 22nd, 2015. At that time stated the customer stated she would like to close her account. The customer was instructed by the CSR to either mail her transponder back to the address provided on the transponder or could come into our Corona location to return it. She elected to return the transponder at our location. The transponder was returned on October 1st, 2015 so the customer will not be charged for the month of October but the customer will be charged a $7.00 monthly minimum in October but that would be for the month of September during the time that account was opened.
Initial Consumer Rebuttal /* (3000, 15, 2015/11/09) */
I still have not received any refund from 91 express lanes and they auto deducted $30 on 9/21/15 from my account that was tied to my transponder since the original charges made my account dip below the minimum amount on hand. So far their actions are not satifactory.
Final Business Response /* (4000, 17, 2015/11/16) */
Customer account was issued a credit of on November 3rd, 2015.
Final Consumer Response /* (4200, 19, 2015/11/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There reply was incomplete since no dollar amount was indicated.
Further, an additional $30 automatic withdrawal was taken from my account on 9/20/15. So, they automatically withdrew $23.45 in monthly minimums on top of another $30 because the monies in my 91 express account fell below $10 due to their automatic monthly minimum charges occurring without my knowledge since billing occurs quarterly. To sum it up, they took $53.45 due to a $4.55 toll charge from my out of state visitor who drove thru the wrong lane triggering this whole fiasco. I'd really like my 3+ lane account reinstated and the full fees reimbursed. I just called them and learned they reimbursed $28 on 11/3/15 (this was from the additional $30 they withdrew on 9/20). I'd still like $23.45 in monthly minimum charges reimbursed and a new 3+ lane account setup.

To Whom It May Concern,We would like to thank Mr. [redacted] for being a customer with the 91 Express Lanes and for contacting our customer service center to resolve violations on license plate #44646U1. The credit card we had on file as of 7/6/2017 is a Visa with the last four digits of 8813. On that...

date the CC declined and an NSF fee of 25$ was charged and his account was deactivated. As the lanes were being used violations were being sent to the address the DMV has on file for plate 44646U1 which is a Moreno Valley address on Sinaloa Street. Mr [redacted] contacted our customer service center on 7/14/2017 to update the expiration date and at that time the NSF fee was waived as a 1x courtesy, and 22 violations on plate 44646U1 were paid to the account #12298354 for tolls only also as a 1x courtesy,  and the account was reactivated.On 8/10/2017 Visa with the last four digits of 8813 declined and the 91 Express Lanes account #12298354 was charged a 25.00 NSF fee and the account was deactivated. Again as the plate 44646U1 was using the lanes there were violations being sent to the registered owners address with the DMV (Sinolao address in Moreno Valley). On 8/18/2017 Mr [redacted] spoke with a representative at the Customer Service center and added a secondary Visa with the last for digits of 9755. At that time Mr. [redacted] was offered a waiver of 50% off of the violation fees but he had to pay the negative on the account including the NSF fee and full toll amounts of the violations since this was now the second time this has happened on the account and we could no longer offer the 1x courtesy waiver offer. At that time a payment was made for 598.08 to cover the 50% of violations penalties, the full amount of all tolls, and the negative on the 91 Express Lanes account.As of today the account is current and active and the address has been updated to [redacted] in San Jacinto on his 91 Express Lanes account. The address the DMV has on file for his vehicle will remain the old address as we are not able to update DMV information. Both Visa cards ending in [redacted] & [redacted] remain on the account with the [redacted] card acting as a back up and the [redacted] being the primaryIf there are any further questions or concerns Mr [redacted] may have his is free to contact me directly.Thank you for your time.Sincerely,[redacted]Assistant Processing Manager91 Express Lanes###-###-####

[redacted] is welcome to contact our customer service center at [redacted] and pay tolls only in the amount of $16.10. (see attached)She was offered this the last time we had spoke over the phone but ended the call when I would not waive all fees as well as tolls. I also offered for [redacted]...

the option to view the photos of the vehicle going through the lane and she did not accept the offer at that time.If you have any question please feel free to contact me.Thank You,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint [redacted] and find that this resolution is satisfactory to me.I have paid the $16.20 that [redacted] said I would be charged. Thank you!

To whom it may concern,The violations in question[redacted]have all been dismissed due to a wrong plate read. This happens when the photo taken of the rear plate is obstructed by a license plate frame and a letter is mistaken for another. In this...

case we mailed violations to Ms [redacted] based on the DMV information for plate 7LIX305 which is registered to her. Unfortunately this occurred 5 times, but each time we had contact with Ms [redacted] regarding the violations they were dismissed. As of 7/15/2017 this plate has been added to a flag list to prevent any future violations that may occur to be sent to Ms [redacted] in error. We would like to extend our apologies for the inconvenience Ms. [redacted] has experienced and would like to reassure her that this is in no way any type of a scam. It is a glitch that happens occasionally when the letter I can be confused with the letter T due to a license plate frame covering the bottom portion of the letter and number sequence. If Ms [redacted] has any further questions she is free to give me a call at ###-###-#### and ask for me.Sincerely,[redacted]Assistant Processing Manager91 Express Lanes.