Capital Beltway Express, LLC

Dear [redacted] ,We are in receipt of your letter dated July 28, 2016, detailing a complaint raised by [redacted] (“Customer”) and appreciate the chance to respondWe want to take this opportunity to confirm the following: (i) Our priority is to ensure clear signage so all drivers know the rules of the road and how to use the Express Lanes; (ii) the Customer traveled on the Express Lanes on July 5, without an [redacted] transponder; and (iii) the Customer’s account progressed to a collections status due to non-payment Signage on the Express Lanes is extensive and in accordance with the requirements of the Virginia Department of Transportation (VDOT) All entry ramps, including the ramp used by the Customer, clearly indicate the Express Lanes, the pricing and the requirement for an [redacted] We suggest the Customer visits the signage section of our website (https://www.expresslanes.com/signage) to familiarize themselves with the Express Lanes signage Before all Express Lanes entrances there are two pricing signs displaying the latest toll price to travel to up to three destinationsTravelers have an option to decide to use the Express Lanes or travel on the general purpose lanesThese signs are a couple miles back prior to the entrances, which allow ample opportunity to change lanes if needed The Express Lanes offer customers who have travelled accidentally without an [redacted] the opportunity to retroactively pay their toll online through our ‘Missed a Toll’ function This function allows customers to pay a toll plus a $per trip administrative fee within days of their first trip Payment via Missed a Toll prevents an unpaid toll invoice being issued for that trip, including the associated administrative fees After failing to pay via the Missed a Toll function, an unpaid toll invoice was sent Our records confirm the original toll invoice was mailed to an address provided by the Department of Motor Vehicles (DMV)The first invoice was sent on July 31, and the second invoice was sent on September 20, Since a payment was not posted to the Customer’s account prior to the due date shown on the second invoice, the trip progressed to Professional Account Management, our debt collections provider on October 31, The Express Lanes provides all customer’s with multiple ways to dispute their invoicesOur records do not indicate the Customer was in contact with the Express Lanes regarding account and a payment has not been received The previous report to the credit bureau has been removedWe recommend the customer contact PAM at ###-###-#### between 8:AM to 8:PM Eastern Standard Time (EST) on Monday through Thursday, 9:AM to 6:PM Eastern Standard Time (EST) on Friday and 9:AM to 1:PM Eastern Standard Time (EST) on Saturday to provide proof of payment and/or inquire about the First Time Forgiveness Program We appreciate the opportunity to respond and welcome your forwarding of this letter to the Customer Sincerely, Express Lanes Team Member / [redacted] Style Definitions */

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:I do not refute that I was on the Express LaneHowever, never having been on an automated express lane with no toll boths before, I have no idea that your business existsIf I did, I would have paid the toll rapidly.Do you really expect a total newcomer to your technology and methods to equate a single Web address with a service out there on the road? How would that even be possible when the idea of an Express Lane, by whatever name it is, is so generic as to mislead one to believe that the toll is related to VOT, governmental, and not a private companyThe sign from the street onto the ramp is NOT clearYour attachment does not address thisI will hunt around for Google Maps or search to show to what I refer.Regards, [redacted] ***

Dear [redacted] ***,> We are in receipt of your letter dated December 8, 2014, detailing a complaint raised by [redacted] (“Customer”) and appreciate the chance to respond We want to take this opportunity to confirm the following: (i) the Customer traveled on the Express Lanes on October 28, on one occasion without an E-ZPass® transponder; (ii) the original toll invoice was mailed to an address provided by the Department of Motor Vehicles; (iii) As a result of non-payment the trips on the account progressed to collections on January 29, and (iv) to confirm the Customer did make a payment with collections in the amount of $on December 2, 2014; (v) the accounts with the Express Lanes and [redacted] (LES) now shows a zero balance (vi) a request was submitted on December 4, to have the Customer’s account removed from the credit bureau In order for a driver to lawfully travel on the Express Lanes, an E-ZPass or an E-ZPass flex is required for travel [redacted] ***received the original toll invoice because the Department of Motor Vehic [redacted] provided their name and address as the owner of the vehicle at the time of the travelAs the registered owner of the vehicle, [redacted] ***had the option of providing the name and address of the individual who was the actual driver during the trip in question The first invoice was sent on November 16, with a due date of December 16, The second invoice was sent on December 25, with a due date of January 24, Since a payment was not made on the account, it progressed to a collections status with [redacted] , our debt collections provider The fees associated with toll invoices are clearly stated on the Frequently Asked Questions section of our website (https://www.495expresslanes.com/faqs).The administrative fee is a way to recover, in part, the enforcement cost incurred collecting the unpaid toll All administrative fees are also well within the limits established by the Virginia Code §33.1-However, the Customers original letter with the $administrative fee was sent as an oversight and should not have been invoiced at $plus the cost of the toll Our records indicate that a payment in the amount of $was processed on December 2, The accounts with the Express Lanes and [redacted] now show a zero balance In addition, [redacted] submitted a request on December 4, to have the Customer’s account removed from the credit bureauPlease allow days for the Customer’s credit to reflect the changes We appreciate the opportunity to respond and welcome your forwarding of this letter to the Customer Sincerely, Mandlyn C [redacted] Customer Service Lead, Operations

Dear [redacted] ,We are in receipt of your letter dated July 25, 2016, detailing a complaint raised by [redacted] (“Customer”) and appreciate the chance to respondWe want to take this opportunity to confirm the following: (i) the Customer traveled on the Express Lanes between October 21, and June 8, with an improperly mounted [redacted] ® transponder which was invalid due to insufficient funds; (ii) the trips progressed to collections status as a result of non-payment; and (iii) the Customer was in contact with the Express Lanes via phone and letterAs a Virginia [redacted] account holder, the Customer is bound by the [redacted] Virginia Terms and Conditions (attached), which clearly outline Customer obligations to travel with a properly mounted transponder, sufficient funds and the consequences of administrative fees (see attached at “Use of the [redacted] ? (a))This information can be found on the Frequently Asked Questions section of our website (https://www.expresslanes.com/faqs) This requirement is also repeated at various pages of the Virginia [redacted] websiteOur records confirm the original toll invoices were mailed to an address provided by the Department of Motor Vehic [redacted] (DMV)The Customer was sent seven Unpaid Toll Invoices between November 5, and June 24, The Customer was sent three Final Toll Invoices between December 13, and February 19, Since a payment was not posted to the Customer’s account prior to the due date shown on the second invoices, the trips progressed to a collections status between January 23, and March 31, Each customer receives an initial and final toll invoice to pay the trip before progressing to a collections status, resulting in additional feesThe administrative fee on your first Toll Invoice is $per tripIf you do not pay your first invoice by the due date, the fee escalates to $per tripThe administrative fees are necessary to recover the costs associated with the unpaid tolls, which include image review and invoicingIf a payment is not posted to your account prior to the due date shown on the Final Unpaid Toll Invoice, the account is referred to collections and the fees escalate to $per trip The fees associated with toll invoices are clearly stated on the Frequently Asked Questions section of our website (https://www.expresslanes.com/faqs)All administrative fees are also well within the limits established by the Virginia Code §33.1- The Customer contacted the Express Lanes in reference to an Unpaid Toll Notice on March 22, via a faxed letter and March 25, via phoneAt that time, the Customer was advised the documentation received via fax showed tolls billed to the account by a different tolling agency, the account had been referred to [redacted] (formally known as [redacted] ) as a result of non-payment and to contact [redacted] regarding the First-Time Forgiveness Program The trips taken on the Express Lanes between October 21, and December 9, are being processed for courtTo avoid further fees and penalties, we suggest the customer contact [redacted] to resolve the account as soon as possible Under the First-Time Forgiveness Program, [redacted] has the ability to provide settlement offers which will include all trips with the Express Lanes and ***We recommend the customer contact [redacted] at ###-###-#### between 8: AM to 8:PM Eastern Standard Time (EST) on Monday through Thursday, 9:AM to 6:PM Eastern Standard Time (EST) on Friday and 9:AM to 1:PM Eastern Standard Time (EST) on Saturday to handle this matter We appreciate the opportunity to respond and welcome your forwarding of this letter to the Customer Sincerely, Express Lanes Team Member / [redacted] Style Definitions */

Dear [redacted] , We are in receipt of your letter dated December 1, 2015, detailing a complaint raised by [redacted] (“Customer”) and appreciate the chance to respondWe want to take this opportunity to confirm the following: (i) the Customer traveled on the Express Lanes between September 8, and October 16, on three occasions with an invalid E-ZPass® transponder; (ii) the Customer was in contact with Express Lanes via web and (iii) the Customer was offered a one-time courtesy adjustment To qualify for toll-free travel on the Express Lanes all customers must meet the HOV-3+ requirement and also travel with a valid E-ZPass Flex set to HOV modeThe Customer did not qualify for toll-free travel as the trips were rejected by the Customer’s E-ZPass agency due to an invalid transponder which caused the invoices to be mailed As a Pennsylvania E-ZPass account holder, the Customer is bound by the E-ZPass Pennsylvania Terms and Conditions (attached), which clearly outline Customer obligations to travel with a properly mounted transponder, sufficient credit on the E-ZPass account, with the license plate number linked and also the consequences of administrative feesThis information can be found on the Frequently Asked Questions section of our website https://www.expresslanes.com/faqs)This requirement is also repeated at various pages of the Pennsylvania E-ZPass websiteThe fees associated with toll invoices are clearly stated on the Frequently Asked Questions section of our website (https://www.expresslanes.com/faqs)The administrative fee is a way to recover, in part, the enforcement cost incurred collecting the unpaid toll All administrative fees are also well within the limits established by the Virginia Code §33.1-In addition, with the transponder being placed on the dash, this may cause some inconsistency when being read; therefore, we urge our customers to follow their E-ZPass mounting instructions to ensure the transponder is read on a consistent basis We acknowledge the Customer contacted the Express Lanes by web to dispute the invoices on three occasions between November 18, and November 28, At that time, the Customer was advised of the issue and an offer was made to waive the administrative fees as a one-time courtesy The Express Lanes and E-ZPass are two different entities; therefore, we do not have access to check the Customer’s account to verify that the account is in good standing at the time of travelThe Customer should contact Pennsylvania E-ZPass, and not the Express Lanes, with any issues with the account When offering a one-time adjustment in regards to issues with the Customer’s E-ZPass account, the Customer is responsible for correcting issues on their account prior to travelTherefore, an adjustment for the tolls for using the lanes could not be offered It is not our practice to treat customers poorly or to not attempt to resolve an issue in a manner that is amicable to the CustomerIn an effort to satisfy the Customer’s concerns, the administrative fees due were waived for all of the Customer’s trips by the Customer Service Center on November 20, We appreciate the opportunity to respond and welcome your forwarding of this letter to the Customer

From: [redacted] @ [redacted] Date: Tue, Aug 9, at 10:AMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint # [redacted] .To: [email protected] whom it may concern: complaint # [redacted] has been satisfactorily resolved Thank you for your timely handling of this complaint and all that you do to guard fair treatment of consumers.regards, [redacted] ***

Knowing that I had violated the toll by not having change or cash (would not take card even though the sign read "full service"), I called the number on the form given to me by the toll booth operator on the same dayThe person I spoke with on the phone told me that there wasn't a violation for the license plate I providedShe told me to call back in daysSo I called back days later and there was still nothingI called again the following week and the person I talked to on the phone told me they had no record of me violating a tollThe following week I received a toll violation letter and the fine had increased 390%Luckily I record all of my conversations when dealing with inept people on the phoneLooking forward to my dispute

Dear MsHorne, size="3"> We are in receipt of your letter dated April 16, 2014, detailing a complaint raised by [redacted] (“Customer”) and appreciate the chance to respondWe want to take this opportunity to confirm the following: (i) the original toll invoice was mailed to an address provided by the Department of Motor Vehicles (DMV); (ii) the Customer submitted two dispute via web; (iii) the Customer traveled on the Express Lanes from January 14, to July 19, on occasions with an invalid E-ZPass® transponder; (iv) the trips on the account progressed to collections on June 17, 2013; (v) the Customer has sent a payment for $for the trips that were with the Express Lanes; and (vi) out of the trips have progressed to court As requested for invoicing purposes, the Department of Motor Vehicles (DMV) provided the Customer’s name and address as the registered owner of the vehicle at the time of the travelThere is no estimated time-frame as to how long this process will take for this information to be generated and returned from the DMV The Customer submitted an initial web dispute on March 28, We responded to the Customer via phone requesting documentation showing that the E-Zpass account was currently in good standing for the mitigation of feesAt that time the Customer was also given the fax number to provide the Express Lanes with the requested documentationThe Customer failed to submit the E-ZPass documentation and submitted a second dispute on May 18, In our response to the Customer’s second dispute, we advised the Customer that the charges were valid and that the customer’s should contact the E-ZPass agency to resolve any issues with the account As a Maryland E-ZPass account holder, the Customer is bound by the E-ZPass Maryland Terms and Conditions (attached), which clearly outline Customer obligations to travel with sufficient funds and also the consequences of administrative feesThis information can be found on the Frequently Asked Questions section of our website https://www.495expresslanes.com/faqs)This requirement is also repeated at various pages of the Maryland E-ZPass websiteAdditionally, the Customer should contact Maryland E-ZPass with any discrepancies in account balances or issues with receiving correspondences The fees associated with toll invoices are clearly stated on the Frequently Asked Questions section of our website (https://www.495expresslanes.com/faqs).The administrative fee is a way to recover, in part, the enforcement cost incurred collecting the unpaid toll All administrative fees are also well within the limits established by the Virginia Code §33.1- To date, trips have progressed to court as a result of non-paymentWe have offered to have the Customer pay a pre-court settlementThe Customer declined this offer; therefore, the Customer will appear for trial on September 15, The Customer can bring any documentation from E-Zpass showing the date that he was notified of his expired credit card We appreciate the opportunity to respond and welcome your forwarding of this letter to the Customer

Dear Mr Dennis, We are in receipt of your letter dated November 11, 2015, detailing a complaint raised by [redacted] (“Customer”) and appreciate the chance to respondWe want to take this opportunity to confirm the following: (i) the Customer traveled the Express Lanes on June 17, 2015, June 18, and June 26, with an E-ZPass® transponder which was invalid due to insufficient funds; (ii) the Customer received an unpaid toll invoice prior to contacting the Express Lanes by email on September 28, at which time the Customer was asked to provide additional information to verify the account; (iii) the Customer received a Final Unpaid Toll Invoice; and (iv) the Customer’s account was referred to our debt collector, Law Enforcement Systems, LLC (“LES”) for non-payment As a Virginia E-ZPass account holder, the Customer is bound by the E-ZPass Virginia Terms and Conditions (attached), which clearly outline Customer obligations to travel with a properly mounted transponder and sufficient funds and also the consequences of administrative feesThis information can be found on the Frequently Asked Questions section of our website https://www.expresslanes.com/faqs) This requirement is also repeated at various pages of the Virginia E-ZPass website The Customer contacted the Express Lanes in reference to an Unpaid Toll Notice on September 28, via emailAt that time, the Customer was asked to provide additional information to verify the accountOur records confirm the Customer did not respond until November 11, The original toll invoice was mailed to an address provided by the Department of Motor Vehicles (DMV)The first invoice was sent on July 15, and the second invoice was sent on September 12, Our records indicate a payment was not received for the invoice due on October 12, 2015; therefore, the Customer was sent a Final Unpaid Toll seeking payment of the tolls plus an escalated administrative fee of $The Customer did not pay the invoices; therefore, the Customer’s account was referred to our debt collector, Law Enforcement Systems, LLC (‘LES’) on October 23, for collection The fees associated with toll invoices are clearly stated on the Frequently Asked Questions section of our website (https://www.expresslanes.com/faqs).The administrative fee is a way to recover, in part, the enforcement cost incurred collecting the unpaid toll All administrative fees are also well within the limits established by the Virginia Code §33.1- To date, the Customer has three outstanding trips in collections as a result of non-payment of the Final Toll InvoiceWe recommend the Customer contact our debt collection agency at ###-###-####, to request the First Time Forgiveness Program and to make payment to avoid further consequences of non-payment Sincerely, Express Lanes Team Member

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com:I have reviewed "canned" response made by the business in reference to complaint ID [redacted] , and in the interest of moving on the resolution is satisfactory to me Regards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:I did not receive the original invoices before my account was turned over to collections I have a recorded call proving [redacted] refused to abide by FCRA I plan to file suit Regards, [redacted]

Dear [redacted] , We are in receipt of your letter dated December 1, 2015, in reference to additional concerns raised by [redacted] (“Customer”) regarding outstanding violations on the Express Lanes Although the Virginia code does not state we are required to provide the Customer with an itemized list of the cost of the administrative fee, we will provide information regarding how the administrative fee is reasonably related to the actual cost of collecting the unpaid toll The administrative fee covers the costs associated with locating and contacting the driver to request toll paymentWe conduct a manual image review as a quality assurance measure (prior to invoicing) when a transponder is not detected during the trip; the license plate number from the image is also sent to the Department of Motor Vehicles (DMV), to obtain the name and address of the registered owner of the vehicleAdditionally, there are several back office processes that must take place prior to an invoice being generated and sent to the Customer The initial invoice was $ including tolls and administrative feesOur records confirm the Customer was invoiced for three tripsThe first trip was billed the toll of $plus an administrative fee of $The second trip was charged a toll of $with an administrative fee of $and the final trip was billed for a toll of $and an administrative fee of $The first invoice is the Customer’s day notification to make payment of the unpaid tolls; therefore, the $ administrative fee charged per trip was well within the limits established by the Virginia statue and did not exceed $ Per our previous correspondence, the Customer did not make payment prior to the due date listed on the Final Unpaid Toll Invoice and the account was referred to Law Enforcement Systems, our debt collections providerWhen the account is referred to collections, the debt collection agency uses additional methods to locate and contact the customer to request payment; therefore, the administrative fee escalated At this point, the Customer was billed for the tolls plus $per trip which did not exceed the Virginia code limitation The Express Lanes complied with all elements of the Virginia code including providing notice of administrative fees on the toll invoices and providing the Customer with ample time to make payment prior to the fees escalating to collections Again, we recommend the customer contact our debt collection agency by phone at ###-###-####, to request the First Time Forgiveness Program or make payment to avoid further consequences of non-payment We appreciate the opportunity to respond and welcome your forwarding of this letter to the Customer Sincerely, Express Lanes Team Member

Normal 0 false false false EN-US X-NONE X-NONE Dear [redacted] , We are in receipt of your letter dated September 1, 2016, raising additional concerns by [redacted] *“Customer”). Per our previous correspondence, the Customer should contact Maryland [redacted] , and not the Express Lanes, with any account discrepancies as a transponder was read but rejected. In addition, it is the Customer’s responsibility to resolve any issues with the account prior to travel. We addressed through previous correspondence, the original toll invoice was mailed to an address provided by the Department of Motor Vehicles (DMV). The first invoice was sent on May 13, 2016 and the second invoice was sent on July 1, 2016. Since a payment was not posted to the Customer’s account prior to the due date shown on the second invoice, the trip progressed to a collections status on August 11, 2016. The invoices were not returned as non-deliverable; therefore, the Customer should contact the United States Postal Service with any concerns regarding mail delivery. To reiterate, we recommend the customer contact Professional Account Management at ###-###-#### between 8:00 AM to 8:00 PM Eastern Standard Time (EST) on Monday through Thursday, 9:00 AM to 6:00 PM Eastern Standard Time (EST) on Friday and 9:30 AM to 1:30 PM Eastern Standard Time (EST) on Saturday to handle this matter. We appreciate the opportunity to respond and welcome your forwarding of this letter to the Customer. Sincerely, Express Lanes Team Member / [redacted] Style Definitions */

Dear Mr [redacted] , We are in receipt of your letter dated February 9, detailing a complaint raised by [redacted] (“Customer”) and we appreciate the chance to respond We want to take this opportunity to confirm the dispute has been resolved to the satisfaction of both parties on February 11, Should the Customer have any further issues, please contact us immediately We appreciate the opportunity to respond and welcome your forwarding of this letter to Customer Sincerely, Express Lanes Team Member

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:It was indicated that I should have referred to the FAQ on their page which I did but it is not indicated what is supposed to happen once you file a dispute regarding the toll and administration fee There are a few Q&A regarding a toll on the express lanes: Pay your toll now if you missed a toll on the Express Lanes.- If you do not pay the toll within days of your trip, you will receive a toll invoice for your trip in the mailThe invoice will include the toll for your trip and an administrative fee, which will increase if the invoice remains unpaid How long do I have to pay my invoice after receiving it in the mail?- The due date for your payment is on your invoiceIt’s best to pay your invoice when you receive itYou can pay your invoice on the Express Lanes website, you can call ###-###-#### or you can mail in your paymentJust follow the instructions on your invoice to mail your payment to P.OBox ***, New York, NY *** What happens if I don’t pay my toll invoice?- If you don’t pay your invoice, you face escalating fines and penalties, including the possibility of civil penalties or other feesThat’s why it’s important to pay your invoice when you receive itPay for outstanding invoices.Unless I missed a section on the FAQ page but I also do not recall anywhere in the dispute process on their web page they explain what happens during the dispute process Based on the Q&A pulled from their website if I did not pay the fine within the required time I am subject to further fee and administrative action My contention was I did not accept the penalty by paying the amount as I was avoiding further penalties by paying the invoiceDuring the entire process the dispute was never investigated I asked where in the process of filing a dispute does it state that if I pay the amount I accept fault I have asked several time that if its stated on your website then please show me where.My suggestion for the future is clearly state during the web dispute process that the customer should wait to pay the fine until a determination is rendered or provide guidance via an email I received only one email requesting further information before the deadline and plenty of canned email responses after the deadline (ie accepting fault for paying the fine and I should have checked my junk mail) so you might consider adding a canned response to the process detailing what is expected of the consumer.Thank you for refunding the administration fee earlier this week and I have already paid the toll fee I am a pretty reasonable person but I feel I was getting delayed responses so I would just simply pay the fine and assume responsibility How many others have done just that??? Regards, [redacted]

Dear [redacted] ***, We are in receipt of your letter dated March 18, detailing a complaint raised by [redacted] face="Arial">("Customer") and appreciate the chance to respondWe want to take this opportunity to do the following: (i) Confirm the Customer travelled on the Express Lanes on December 2, with an invalid E- ZPass; (ii) Acknowledge the Customer contacted the Express Lanes in reference to an Unpaid Toll Notice and an offer was made to have the administrative fees waived once the Customer provided documentation from E-ZPass, and (iii) confirm that the Customer failed to provide the requested documentation; therefore, the account was sent to our debt collector [redacted] on March 15, As a [redacted] E-ZPass account holder, the Customer is bound by the E-ZPass [redacted] Terms and Conditions (attached), which clearly outlines the Customer obligations to travel with a transponder that is properly mounted with the license plate number linked, sufficient funds on the E-ZPass account and also the consequences of administrative feesThis information can be found on the Frequently Asked Questions section of our website (https://www.expresslanes.com/faqs)This requirement is also repeated at various pages of the [redacted] E-ZPass website On February 20, 2015, the Customer advised the Express Lanes there were issues with the E-ZPass account and requested the removal of the administrative feesAs a goodwill offer, the Express Lanes agreed to remove the additional charges once the Customer provided documentation from E-ZPassThe Customer advised the Express Lanes that the documentation could not be provided within three business days and the Customer was granted a day extension to provide the requested documentation Since the documentation was not received and a payment was not made on the account, the account progressed to a collections status on March 15, Unfortunately, we are unable to fulfill the Customer’s request to remove the account from collections as the charge is valid We appreciate the opportunity to respond and welcome your forwarding of this letter to the Customer Sincerely, Express Lanes Customer Service

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:This issue continues to occur, most recently last week They continue to send me form emails and letters that claim the problem is a) the *** is not mounted properly, b) my credit card is not properly linked to the account, and/or c) my license plate is not correctly linked.Obviously this is not true since a) I have photos of the *** on my dash that are time-stamped and correspond to the violations, b) my credit card is active on the account, and c) they have photos of my license plate and send the bills to me.This seems like a job of fleecing the customer and not taking responsibility for poorly working technology I have asked more than once that they provide instructions on how to replace the *** and they have not answered
Regards,
*** ***

Dear *** ***:
We are in receipt of your letter dated April 13, detailing a complaint raised by *** *** (“Customer”) and appreciate the chance to respondWe want to take this opportunity to confirm the following: (i) the Customer submitted a web dispute on January 13, 2015; (ii) the
Express Lanes responded to the customer’s dispute advising of adequate signage and requested payment by the due date on the invoice; (iii) the Customer contacted the Express Lanes by email requesting another review; (iv) an Express Lanes supervisor responded to the Customer on January 14, 2015; (v) an attempt to contact the customer by phone was made on January 21, and a message was left for the Customer to call in regards to the account; (vi) as a result of non-payment and no response from the Customer, the account progressed to collections; (vii) the Customer contacted the Express Lanes on March 25, 2015; (viii) an offer was made to remove the account from collection; and (ix) the Customer processed a payment with the Express Lanes and the account now shows a zero balance
The Customer submitted a web dispute on January 13, The Express Lanes responded to the Customer’s dispute advising of adequate signage and payment was requested by the due date listed on the invoiceThe Customer responded requesting another reviewAn Express Lanes supervisor responded to the Customer on January 14, advising that the account had been reviewed
The Express Lanes are an all-electronic High-Occupancy Toll Road located inside a 14-mile stretch of Interstate There are no toll booths on the lanes, no option to pay cash or indicator lights
Our priority is to ensure clear signage so all drivers know the rules of the roadAll signs leading up to and within the lanes have a purple & white “E-ZPass” logo to help all drivers understand they need an E-ZPass(See attached signage as the Customer's entry location)
Signage on the Express Lanes is extensive and in accordance with the requirements of the Virginia Department of Transportation (VDOT). All entry ramps, including the ramp used by the Customer, clearly indicate the Express Lanes, the pricing and the requirement for an E-ZPass. We suggest the Customer visit the signage section of our website (https://www.expresslanes.com/signage) to become familiar with the Express Lanes signage
As an attempt to reach the Customer again, the Express Lanes supervisor contacted the Customer by phone on January 21, and a message was left requesting that the Customer contact the Express Lanes regarding the account
As a result of non-payment and no response from the Customer, the account progressed to collections on February 3,
Our records confirm the Customer contacted the Express Lanes on March 25, and requested to speak with a supervisorThe Express Lanes supervisor contacted the customer by phone on March 26, and offered to remove the account from collections if the customer agreed to pay the original invoiceThe Customer processed a payment in the amount of $15.95, and the account now shows a zero balance
We appreciate the opportunity to respond and welcome your forwarding of this letter to the Customer
Sincerely,
Express Lanes Customer Service

"margin-bottom:0in;margin-bottom:.0001pt;line-height:
normal">Dear *** ***,
We are in receipt of your letter dated August 31, 2015, detailing a complaint
raised by *** *** (“Customer”) and appreciate the chance to
respondWe want to take this opportunity to confirm the following: (i) our
priority is to ensure clear signage so all drivers know the rules of the road
and how to use the Express Lanes(ii) the Customer was in contact with the
Express Lanes via phone and email; (iii) the Customer processed an online
payment for the full amount of the invoice minus the online $discount, and
(iv) as
an attempt to resolve the matter an offer has been made to pay the toll only
All signs
leading up to and within the lanes have a purple & white “E-ZPass” logo to
help all drivers understand that they need an E-ZPassSignage on the Express
Lanes is extensive and in accordance with the requirements of the Virginia
Department of Transportation (VDOT). All
entry ramps, including the ramp used by the Customer, clearly indicate the Express
Lanes, the pricing and the requirement for an E-ZPass. We suggest the Customer visits the signage
section of our website (https://wwwexpresslanes.com/signage) to familiarize
themselves with the Express Lanes signage
The original toll invoice was mailed to an address provided
by the Department of Motor Vehicles (DMV); therefore, the invoice was mailed to
*** ***, INC
We
acknowledge the Customer contacted the Express Lanes in reference to the unpaid
toll on June 26, via phoneAt that time, the Customer spoke with a
Supervisor who advised the invoice was processing an offer was made to honor
the lesser
administrative fee of $
We apologize for any inconvenience this may have causedIn
an effort to resolve the Customer’s issue with not receiving the Missed a Toll
Notification within a timely manner, the Express lanes will refund the payment of
$10.95; however, the Customer will need to make payment for the toll assessed
for using the lanesWe recommend the customer contact the Express Lanes by September 22,
to pay the reduced amount of $
We appreciate the
opportunity to respond and welcome your forwarding of this letter to the
Customer.
Sincerely,
Express Lanes Team Member

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10963877, and find that this resolution is satisfactory to me.
The cause of this issue could have been identified and resolved much sooner had the Capital Beltway Express customer service team provided adequate consideration to my initial dispute or listened and assisted during my initial call.
Unfortunately resolution took online dispute submissions and calls (of which were simply frustrating) Finally during my 4th call to Capital Beltway Express, a customer service representative (thanks "Alex") listened to my issue, reviewed the toll records and found that I was being billed for a Pennsylvania transponder and also recognized that I had a valid Virginia EZPass accountWhen I was provided the information regarding the Pennsylvania transponder, I immediately realized that the vehicle that I had recently purchased was previously owned by a Pennsylvania resident That afternoon, I searched the vehicle and found a Penna Turnpike EZPass transponder buried in the back of the glovebox, and removed it
Had I simply paid the tolls as directed by the Capital Beltway Express customer service without persisting that the issue needed to be resolved, I wouldn't have known the root cause of the problem and would be driving with the Penna EZPass in my glovebox today - and receiving more unpaid toll invoices.
Regards,
Donald Gordon