Burns & Associates

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint.? For your reference, details of the offer I reviewed appear below ? Per my original ? complaint, I have requested the business, EZPASS DE, to provide visual evidence that my vehicle and my transponder passed through DE toll facilityNo documentation has been provided to support the charge; thus I find the determination is unacceptable.? Regards, [redacted] ? ?

I reached out to the customer since no pertinent information, such as license plate number, transponder number, toll plaza, etcwas provided.? Upon receiving this information, I was able to speak with our Research and Adjustment department and determined that an inquiry on the customer's behalf had been made by the Virginia E-ZPass.? Our R&A department determined that the $charge was made due to transponder being read as the vehicle passed through the Newark, DE Toll Plaza in lane 40.? A request for credit was denied and Virginia E-ZPass was notified of this via e-mail on 9/28/16.? This is a valid charge as it was a device read and no credit is due

Our records indicate that as required and indicated on the back of the violation, a current E-ZPass statement showing that the account had a positive balance, was not provided at the time the tolls were paid, therefore, the appeal was denied.? As a one-time courtesy, the violations will be pulled from collection and the additional fees will be waived.? Future violations will require that a current statement be provided and no fees will be waived.? Thank you

When a transponder is read as a vehicle passes through a toll plaza, it is not necessary for a picture of the vehicle to be taken as the only way a transponder read can occur is if the transponder is actually in a vehicle as it passes through.? Although it was stated that their vehicle was in Richmond on the date of the transaction, if the transponder was in another vehicle, then it is a valid transaction as transponders are not vehicle specific

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me.? ? Regards, ? [redacted] ? ? ? ?

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me.? Regards, [redacted] ? ? ?

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

Our records do not indicate any correspondence regarding the statements being stopped We do however, have recent correspondence requesting that the account be closed On January 5, 2017, a proper letter including both signatures of the owners of the account was received and was processed Any time an account goes in a negative status, it is automatically placed in pending collections status The negative amount of $has been reversed, thus leaving a $balance and the account was placed in Pend Close Status on 1/9/ The account will close automatically in days The active transponders on the account have been placed in inactive status and an e-mail will be sent requesting that the transponders be return to us

Our records indicate that the violation occurred on 4/21/15 and the violation notice was processed on 9/26/15 with a respond by date of 10/17/15. License plate images are captured at the Toll Plaza as a vehicle goes through the toll facility. Images are then uploaded to our system and... then are manually identified by an employee. Each violation then goes through a quality control process, is printed, goes through another quality control process and then is mailed. The customer contacted E-ZPass on 10/6/15 and was advised that the toll and a copy of their statement for that timeframe was needed in order to appeal the fees. On 10/16/15, tt was determined that since the customer had requested to close his Virigina E-ZPass account the day after the violation occurred, once the toll of $4.00 had been paid, his appeal would be accepted. On 10/30/15 a payment in the amount of $29.00 was received and posted to the violation. The customers request appealing the fee was then forwarded to the appropriate department. On 11/9/15 the approval for the refund of the $25.00 fee was approved and was processed within our normal timeline on 12/8/15.

Our records indicate that as required and indicated on the back of the violation, a current E-ZPass statement showing that the account had a positive balance, was not provided at the time the tolls were paid, therefore, the appeal was denied. As a one-time courtesy, the violations will be
pulled from collection and the additional fees will be waived. Future violations will require that a current statement be provided and no fees will be waived. Thank you

T Our records indicate that Mr*** changed his address via the web on 5/1/and then called and spoke with a Customer Service Representative inquiring if the transponder assigned to his account had been returned and was advised that it had not. Our records indicate that Mr***
changed his address via the web on 5/1/and then called and spoke with a Customer Service Representative inquiring if the transponder assigned to his account had been returned and was advised that it had not.On 5/8/the transponder assigned to Mr***’s account was received in our facility without any type of correspondence.Our records indicate that on 6/20/17, Mr*** changed his address via the web.On 6/21/17, Mr*** called and stated that he was advised that it would take days to receive a refund once the account was closed. He stated that he closed the account via the website and then it was re-openedOur system only allows for the customer to request that the account be closed and clearly states that the account will be in pending closed status for the next days to process any outstanding transactions and once the account is closed, it can no longer be accessed through the website. If the “Close Account” but is not selected, the request to close the account will not process. The customer service representative indicated that Mr*** was upset that he had not yet received the refund. Our records do not indicate that the account was closed via the website, or that it was re-opened. On 6/21/17, per Mr***’s request to the customer service representative, the account was placed in Pend Close Status, which is the status all accounts go into when a request to close an account is made. The account stays in this status for days to allow for any outstanding tolls to be processed. This is an automated process within the system and all accounts are handled in this manner.Our records indicate that Mr***’s account was closed automatically through the system on 7/21/at the end of the days period. Once an account is closed, it may take up to days to process the refund. Mr***’s refund is scheduled to be processed this weekell us why here

Our records indicate that the violation was originally sent to the leasing company, which was showing as the owner of the vehicle per the Maryland Department of Motor Vehicle. The leasing company provided the owner’s name on 5/15/and a violation was sent out to *** *** on 5/19/17,
with a respond by date of 6/9/17. No response was received by 6/9/17, and a second notice was sent out on 6/29/with a response date of 7/20/An appeal response was received on 6/29/providing the transponder number from the non-Delaware E-ZPass account, however, the remittance of the toll due in the amount of $and a current E-ZPass account activity statement was not included as per the instructions. The appeal was rejected, and another notice was sent. On 7/17/17, a second appeal was received, which included the E-ZPass activity statement, but no payment of the $toll. Again, the appeal was rejected, and another notice sent out. On 7/26/another appeal was received with another activity statement, but again with no toll payment, therefore the appeal was rejected. On 8/31/another notice was sent out and on 10/31/the violation was sent to the collection companyWe will pull the violation (***) from collections once the toll amount of $has been paid. Please have the customer contact our Delaware E-ZPass office at *** to pay this or send a check or money order payable to Delaware Department of Transportation to Delaware E-ZPass Violations Center, PBox 697, *** ** *** Once the toll payment has been received, the violation will be pulled from collections. Tell us why here

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.
Regards,
*** ***

If the customer could provide us with some additional information, we will be happy to research this issue for them. Please advise what E-ZPass agency their E-ZPass account is with. Please understand that if it is not with Delaware E-ZPass, we will not be able to access their account to
do the proper research. Additionally, please provide the license plate number, state it was issued in and the name of the holder of the vehicle registration, so that we can research any violations which may be associated with the license plate. Thank you

Our records do not indicate that we have a violation for Mr*** in the amount of $30.00, nor that we have a violation in his name at the address provided. If you could provide us with his license plate number and violation number we can research our records in greater detail. It
appears that he provided his transponder number, however, his E-ZPass account is not with Delaware E-ZPass, therefore, we are unable to view any information on his account. If Mr*** can provide the information requested, we will be happy to research his concern

If the customer could provide us with some additional information, we will be happy to research this issue for them. Please advise what E-ZPass agency their E-ZPass account is with. Please understand that if it is not with Delaware E-ZPass, we will not be able to access their account to
do the proper research. Additionally, please provide the license plate number, state it was issued in and the name of the holder of the vehicle registration, so that we can research any violations which may be associated with the license plate. Thank you

Our records do not indicate any correspondence regarding the statements being stopped. We do however, have recent correspondence requesting that the account be closed. On January 5, 2017, a proper letter including both signatures of the owners of the account was received and was
processed. Any time an account goes in a negative status, it is automatically placed in pending collections status. The negative amount of $has been reversed, thus leaving a $balance and the account was placed in Pend Close Status on 1/9/17. The account will close automatically in days. The active transponders on the account have been placed in inactive status and an e-mail will be sent requesting that the transponders be return to us

T Our records indicate that Mr*** changed his address via the web on 5/1/and then called and spoke with a Customer Service Representative inquiring if the transponder assigned to his account had been returned and was advised that it had not. Our records indicate that Mr***
changed his address via the web on 5/1/and then called and spoke with a Customer Service Representative inquiring if the transponder assigned to his account had been returned and was advised that it had not.On 5/8/the transponder assigned to Mr***’s account was received in our facility without any type of correspondence.Our records indicate that on 6/20/17, Mr*** changed his address via the web.On 6/21/17, Mr*** called and stated that he was advised that it would take days to receive a refund once the account was closed. He stated that he closed the account via the website and then it was re-openedOur system only allows for the customer to request that the account be closed and clearly states that the account will be in pending closed status for the next days to process any outstanding transactions and once the account is closed, it can no longer be accessed through the website. If the “Close Account” but is not selected, the request to close the account will not process. The customer service representative indicated that Mr*** was upset that he had not yet received the refund. Our records do not indicate that the account was closed via the website, or that it was re-opened. On 6/21/17, per Mr***’s request to the customer service representative, the account was placed in Pend Close Status, which is the status all accounts go into when a request to close an account is made. The account stays in this status for days to allow for any outstanding tolls to be processed. This is an automated process within the system and all accounts are handled in this manner.Our records indicate that Mr***’s account was closed automatically through the system on 7/21/at the end of the days period. Once an account is closed, it may take up to days to process the refund. Mr***’s refund is scheduled to be processed this weekell us why here

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Per my original complaint, I have requested the business, EZPASS DE, to provide visual evidence that my vehicle and my transponder passed through DE toll facilityNo documentation has been provided to support the charge; thus I find the determination is unacceptable. Regards,
*** ***

Our records indicate that the violation was originally sent to the leasing company, which was showing as the owner of the vehicle per the Maryland Department of Motor Vehicle. The leasing company provided the owner’s name on 5/15/and a violation was sent out to *** *** on 5/19/17,
with a respond by date of 6/9/17. No response was received by 6/9/17, and a second notice was sent out on 6/29/with a response date of 7/20/An appeal response was received on 6/29/providing the transponder number from the non-Delaware E-ZPass account, however, the remittance of the toll due in the amount of $and a current E-ZPass account activity statement was not included as per the instructions. The appeal was rejected, and another notice was sent. On 7/17/17, a second appeal was received, which included the E-ZPass activity statement, but no payment of the $toll. Again, the appeal was rejected, and another notice sent out. On 7/26/another appeal was received with another activity statement, but again with no toll payment, therefore the appeal was rejected. On 8/31/another notice was sent out and on 10/31/the violation was sent to the collection companyWe will pull the violation (***) from collections once the toll amount of $has been paid. Please have the customer contact our Delaware E-ZPass office at *** to pay this or send a check or money order payable to Delaware Department of Transportation to Delaware E-ZPass Violations Center, PBox 697, *** ** *** Once the toll payment has been received, the violation will be pulled from collections. Tell us why here