Capital Beltway Express, LLC

[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 as Answered]
Complaint: ***
I am rejecting this response because: the way they threat people an that is not correctmy *** is working properly you must looking for ways to help people not to treating with court days or lawyers and ridicules feesyou are the thief with pens and I think if you are building express line is to help people not for stealing the money like that
Regards,
*** ***

Dear *** ***,
We are in
receipt of your letter dated June 1, 2016, raising additional concerns by *** *** (“Customer”)
We have
contacted Maryland *** regarding the unpaid tollsPer the Customer’s
*** agency, the Customer received a letter advising of a declined credit
card on September 2, To date, the account reflects a negative balance and
the Customer’s payment method has not been updated
We have
addressed through previous correspondence, the Express Lanes and *** are
two different entities; therefore, we do not have access to check the Customer’s account to verify if the account is
in good standing at the time of travel.
We provided the customer the most common reasons why the charges would
be rejected and advised the Customer to contact *** to resolve any issues
with the account and/or inquire about
replacing the transponder.As stated previously noted, as a
Maryland *** account holder, the Customer is bound by the *** Maryland
Terms and Conditions (attached), which clearly outline customer obligations to
travel with a properly mounted transponder, current license plate information
added to the account, sufficient funds and the consequences of administrative
fees as the transponder was read but rejectedThe fees associated with unpaid
toll invoices and the consequences of further non-payment (including civil
penalties) are clearly stated on the Frequently Asked Questions section of our
website (http://www.expresslanes.com/faqs)
This requirement is also repeated on various pages of the Maryland ***
website Additionally, the transponder being placed on the dashboard may
cause inconsistencies when being read; therefore, we urge our customers to
follow their *** mounting instructions (attached) by positioning the
transponder directly behind or to the left/right of the review mirrorThis
will ensure the transponder is read on a consistent basis.Per our
previous correspondence, we recommend the customer contact *** 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

I'd prefer to fix the issue and keep it from continuing but if nothing else a refund is called forI just feel sorry for others that get cought up in this maybe without the means to go through the headack of filling against people like this

Dear *** ***,
We are
in receipt of your letter dated December 4, 2015, detailing additional concerns
raised by *** *** (“Customer”)
and we appreciate the chance to respond
We want
to take this opportunity to confirm we have spoken with the wife of the
Customer regarding the accountThe Customer’s wife indicated two transponders
were in the vehicle at the time of travelShe also stated the Pennsylvania
transponder was left in the vehicle by the previous owner and is not owned by
the Customer
After
further review, our records confirm both the Virginia transponder and
Pennsylvania transponder were read during the tripsThe Virginia transponder
was not charged as the account did qualify for toll-free travel; however, the
Pennsylvania transponder was rejected by the E-ZPass agency
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 not travel with more than one
transponderThis requirement is also repeated at various pages of the Virginia
E-ZPass website
To
amicably resolve the Customer’s concerns, as a one-time courtesy, we have
waived the charges for the Unpaid Toll invoices. We can confirm the dispute was resolved to
the satisfaction of both parties on December4, 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,

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 account.When 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

[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 the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. However, I was very disappointed with with how long it took for them to mail a check.
Regards,
*** ***

"margin-bottom:0in;margin-bottom:.0001pt;line-height:
normal">Dear *** ***,We are in receipt of your letter dated November
17, 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
traveled on the Express Lanes on June 17, without an E-ZPass
transponder; (iii) the customer was in contact with the Express Lanes by web
dispute and email; (iv) the trip progressed to a collections status on October
23, 2015; and (v) the Customer made a payment in the amount of $
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 visits the signage
section of our website (https://www.expresslanes.com/signage) to familiarize
themselves with the Express Lanes signage
The Express Lanes offers customers that have travelled
accidentally without an E-ZPass 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. 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.
After
failing to pay via the Missed a Toll function, an unpaid toll invoice was sent
to the Customer on July 15, 2015.
The
Express Lanes provides all customer’s with multiple ways to dispute their
invoices
Our records indicate the Customer contacted the Express Lanes
regarding the Unpaid Toll Invoice via web dispute on July 29, 2015, September
19, and September 28, The Customer did not contact the Express Lanes
via letter; therefore, a letter was not sent
We
acknowledge the Customer contacted the Express Lanes in reference to the unpaid
toll on July 29, via web disputeThe customer was advised the charges
were valid and to make payment by the due date to avoid escalating fees and
charges
Our
records confirm the Customer did not process a payment or contact the Express
Lanes again until after the second invoice was issued on September 12,
Since a
payment was not received by the final invoice due date, the Customer’s account
progressed to a collections status with Law Enforcement Systems, our debt
collections provider
In
efforts to resolve the Customer’s concerns with not receiving a reduction after
the second dispute was received on September 19, 2015, the Express Lanes will
refund $87.50, which is the difference of the amount paid minus the original
invoice amount of $16.90. We ask the
Customer to please allow to days for a refund check in the amount of $
to be mailed once it has been processed at the end of the monthWe appreciate the opportunity to respond and
welcome your forwarding of this letter to the Customer
Sincerely,
Express
Lanes Team Member

Dear *** ***,
We are in receipt of your letter dated August 14, 2015, detailing a complaint
raised by *** *** (“Customer”) and appreciate the chance to respond
Our records confirm the Customer’s initial contact with the
Express Lanes was made via web dispute, on June 26, 2015, in which we responded
within the three business day policy on July 1,
We want to take this opportunity to confirm that the dispute was
resolved to the satisfaction of both parties on August 12, We have forwarded the Customer’s suggestion to the appropriate department in reference
to the web dispute processShould the Customer have any further issues please
contact us immediately
We appreciate the opportunity to respond and welcome your
forwarding of this letter to the Customer
Sincerely,
Customer Service Team

[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: For argument's sake, we'll say that $is reasonable per violation for the first invoice, which is only for arguments sakeThe second charges $($37.50) per violation to send out a second letter is not reasonable unless you're telling me that the one piece of paper, little amount of printer toner used, envelope, and postage equals $for the second invoice Now as for rounding each administration fee up to $per violation, that's fine but it still is subject to state lawCollection agencies cannot impose their own fees, which means that *** increased the cost then sent it to the collection agencyIf a break down of the $per violation cannot be provided then it is not reasonable to the cost of collectingSo far all LES has done is sent one letterIf you're telling me that one letter is equivalent of $in cost then pardon my disbelief that this is reasonable to the cost of collectingIf you cannot provide a breakdown of cost then we cannot say that the cost is reasonable because there is no justification of the actual cost. I'm seeing a predatory behavior here by *** to extort money out of people using fraudulent practices And yes, I will call up and deal with balance but as for practices of ***, this matter needs to be addressed with fees and what is considered reasonableIf you cannot justify $administration fees then it is fraud plain and simple.
Regards,
*** ***

Dear *** ***,We are in receipt of your letter dated June 12, 2014, detailing a complaint raised by *** *** (Customer) and appreciate the chance to respondWe want to take this opportunity to confirm the following: (i) the Customer traveled on April 22, with an improperly
mounted EZPass” transponder; (ii) the Customer was in contact with the Express Lanes via web dispute and phone; (iii) the customer was offered to have the administrative fees reduced to per trip; and (iv) a payment was processed on May 27, in the amount of 29.05.As a Virginia E-ZPass account holder, the Customer is bound by the EZPass Virginia Terms and Conditions (attached), which clearly outline Customer obligations to travel with a properly mounted transponder, to have current vehicle information updated on the EZPass account and also the consequences of administrative feesThis information can be found on the Frequently Asked Ouestions section of our website https/www.495expresslanes.com/faqs)This requirement is also repeated at various pages of the Virginia E-ZPass websiteThe administrative fee is a way to recover, in part, the enforcement cost incurred of collecting the unpaid tollAll administrative fees are also well within the limits established by the Virginia Code .1-56.3.The Customer submitted a web dispute on May , The Express Lanes contacted the Customer via phone in response to the dispute and offered to have the cost of the tolls transferred to the Customers EZPass accountHowever, we were unable to complete the transaction as the Customers license plate number was not linked to the EZPass accountOn the May 13, 2014, we offered to reduce the administrative fees to per trip and advised the Customer that the adjusted balance would need to be paid within 14-days timeframe, which includes the day that the reduction was madeThe Customer contacted the Express Lanes via phone on May 27, which was outside of the 14-day timeframe and the fees had been reinstated.The fees associated with toll invoices are clearly stated on the Frequently Asked Ouestions 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 tollAll administrative fees are also well within the limits established by the Virginia Code 33.1-56.3.Our records confirm, a payment in the amount of was received on May 27, It is within the business policies of the Express Lanes to assist customers with all of their concernsAs a one-time courtesy we willrefund the Customers payment in the amount of The Customer should contact the Express Lanes by July 1, to pay the reduced amount of We appreciate the opportunity to respond and welcome your forwarding of this letter to the Customer.Sincerely,

[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: Please see the attached.Regards,*** ***

[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:
Regards,
*** ***

Dear *** ***,
We are
in receipt of your letter dated December 4, 2015, detailing additional concerns
raised by *** *** (“Customer”)
and we appreciate the chance to respond
We want
to take this opportunity to confirm we have spoken with the wife of the
Customer regarding the accountThe Customer’s wife indicated two transponders
were in the vehicle at the time of travelShe also stated the Pennsylvania
transponder was left in the vehicle by the previous owner and is not owned by
the Customer
After
further review, our records confirm both the Virginia transponder and
Pennsylvania transponder were read during the tripsThe Virginia transponder
was not charged as the account did qualify for toll-free travel; however, the
Pennsylvania transponder was rejected by the E-ZPass agency
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 not travel with more than one
transponderThis requirement is also repeated at various pages of the Virginia
E-ZPass website
To
amicably resolve the Customer’s concerns, as a one-time courtesy, we have
waived the charges for the Unpaid Toll invoices. We can confirm the dispute was resolved to
the satisfaction of both parties on December4, 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,

"margin-bottom:0in;margin-bottom:.0001pt;line-height:
normal">Dear [redacted],
We
are in receipt of your letter dated October 13, detailing a complaint
raised by [redacted] ("Customer") and
appreciate the chance to respond. We
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 August 24,
without an E-ZPass, (iii) an unpaid toll notice was sent to the Customer
on September 12, seeking payment of the unpaid toll plus an administrative
fee of $12.50, and (iv) the Customer was in contact with the Express Lanes by
letter
We strongly refute the assertion the "signage was
not clear". 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 visits the signage
section of our website (https://www.expresslanes.com/signage)
to familiarize themselves with the Express Lanes signage
The Express Lanes offers customers that
have travelled accidentally without an E-ZPass 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. 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.
After
failing to pay via the Missed a Toll function, an unpaid toll invoice was sent
to the Customer on September 12, The Customer disputed this invoice by
letter on September 18, and a response was sent to the customer on October
2, advising the charges were valid and to make payment by the due date to
avoid escalating fees and charges
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-
We appreciate the opportunity to respond and welcome your
forwarding of this letter to Customer
Sincerely,
Express Lanes Team Member

"margin-bottom:0in;margin-bottom:.0001pt;line-height:
normal">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, 2015. 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

"
line-height:normal;background:white">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
court. To 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 [redacted]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

"margin-bottom:0in;margin-bottom:.0001pt;line-height:
normal">Dear [redacted],
We are in receipt of your letter dated February
17, 2016, detailing a complaint raised by [redacted] ("Customer") and
appreciate the chance to respondWe would
like to take this opportunity to apologize for the invoice issued due to the
license plate being entered into our system incorrectlyAs a result of this
incident, we have implemented an additional control to our process which is
intended to catch this unique situation in the future
We can
confirm all outstanding invoices for the Customer have been cancelledAgain,
please accept our apologies for any inconvenience this caused
We appreciate the opportunity to respond and
welcome your forwarding of this letter to the Customer.
Sincerely,Express
Lanes Team Member

"margin-bottom:0in;margin-bottom:.0001pt;line-height:
normal;background:white">Dear [redacted],
We are in receipt of your letter dated August 17, 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 Express Lanes and [redacted]Pass® are two different entities; (ii) the
Customer traveled on the Express Lanes on April 29, with an invalid [redacted]Pass®
transponder; (iii) the Customer made contact with the Express Lanes on July 7,
2015; (iv) the Customer's initial invoice was sent on May 11, and the
finial invoice was sent on June 27, 2015; and (v) the Customer's account has
progressed to a collections status
The
Express Lanes and [redacted]Pass are two separate entities; therefore, it is in our
policy to request documentation from our customers to ensure their [redacted]Pass
accounts are in good standing prior to offering a reductionAlso, if the
Customer is having any issues with using the online account manager, the
Customer would need to contact their [redacted]Pass agency to resolve the issue
As a New Jersey [redacted]Pass account holder, the
Customer is bound by the [redacted]Pass New Jersey Terms and Conditions (attached),
which clearly outline Customer obligations to travel with a properly mounted
transponder, sufficient credit on the [redacted]Pass 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 New Jersey [redacted]Pass 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 [redacted]Pass mounting instructions to ensure the transponder is read
on a consistent basis
We acknowledge that the Customer contacted the Express
Lanes in reference to an Unpaid Toll Notice on July 7, via phone and web
disputeAt that time, the Customer was advise to send in documentation showing
the license plate number linked to the [redacted]Pass account, the account had
sufficient funds and automatic replenish was activeIt is our policy to
request to receive the documentation within three business days to ensure the customer's
dispute is resolved in a timely manner; however, the documentation was not received by July 10,
The Customer's initial invoice
was sent on May 11, and the final invoice was sent on June 27, (attached)
Since a payment was
not posted to the Customer's account prior to the due date shown on the second
invoice, it has progressed to a collections status and is now with Law
Enforcement Systems, our debt collections provider
We recommend the
customer contact our debt collection agency via phone at [redacted], to
request the First Time Forgiveness Program and to make payment, in order 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

Dear [redacted], We are in receipt of your letter dated October 20, 2016, 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 with an invalid...

[redacted]® transponder; (ii) the Customer was in contact with the Express Lanes via web and phone; and (ii) an adjustment has been applied to the account. The Express Lanes and [redacted] are two separate entities; therefore, you will need to contact [redacted] regarding your account and/or transponder device. Additionally, the Customer has several accounts with the Express Lanes due to multiple address changes with the Department of Motor vehicles. The Customer’s transponder was not read at all toll points during the trips in question due to improper mounting, which caused the tolls to be invoiced. As 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 also the consequences of administrative fees. 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] website. 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 fees are 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 §33.1-56.3. We acknowledge the Customer contacted the Express Lanes in reference to the unpaid tolls on October 19, 2016 and October 20, 2016 via web dispute and phone. The customer was denied an additional reduction due to a previous offer honored on February 29, 2016, under the First Time Forgiveness program We apologize for any inaccurate information provided to the Customer and have forwarded the Customer’s comments to the appropriate department. We are motivated to amicably resolve the Customer’s issues in an efficient manner. As a one-time courtesy, we have waived the administrative fees on the Customer’s accounts. To avoid further fees and penalties, we recommend the Customer contact the Express Lanes and process a payment in the amount of $752.50 by November 10, 2016 to resolve the account. We appreciate the opportunity to respond and welcome your forwarding of this letter to the Customer.

"
line-height:normal">Dear [redacted],
We are in receipt of your letter dated September 20, 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 the Express Lanes on August 21, with an invalid
[redacted]® transponder; and (ii) the Customer processed a payment for the Unpaid
Toll Invoice and the account reflects a zero balance
As
a MTA Bridges and Tunnels [redacted] account holder, the Customer is bound by the
[redacted] New York Terms and Conditions (attached), which clearly outline
customer obligations to travel with a properly mounted transponder, current
license plate information added to the account, sufficient funds and the
consequences of administrative fees as the transponder was read but rejected
The fees associated with unpaid toll invoices and the consequences of further
non-payment (including civil penalties) are clearly stated on the Frequently
Asked Questions section of our website (http://www.expresslanes.com/faqs)
This requirement is also repeated on various pages of the New York [redacted]
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 § 33.2-
As stated in the Virginia State
Code § 46.2-819.6; the operator of a toll facility shall send an invoice for
the unpaid toll to the registered owner of the vehicleThe invoice shall
contain a warning describing the penalties for nonpayment of the invoice and
the unpaid toll
We
appreciate the customer's feedback regarding the verbiage of the toll invoice
and have forwarded the customer's comments to the appropriate departmentThe
Express Lanes offers all customers multiple ways of communicating with us which
include, but not limited to, phone, web dispute and emailWe
are unable to fulfill the Customer's request for a refund as the charge is validHad the customer contacted us prior to processing
the payment we would have been able to reduce the administrative fee as a
one-time courtesyWe
appreciate the opportunity to respond and welcome your forwarding of this
letter to the Customer
Sincerely,
Express
Lanes Team Member