Capital Beltway Express, LLC

[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 response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: Express Lanes forwarded the account to [redacted]. I do not need to contact [redacted]. Express Lanes is the entity that issued the collection notice to [redacted].
Regards,
[redacted]

Dear [redacted],
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We are in receipt of your letter dated September 5, 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 original toll invoice was mailed to an address provided by the Department of Motor Vehicles (DMV); (ii) the Customer traveled on the 495 Express Lanes on February 11, 2014 without an E-ZPass transponder; (iii) the trip progressed to a collections status on May 14, 2014; and (iv) the Customer made a payment in the amount of $101.75.
 
Our records confirm that the original toll invoice was mailed to an address provided by the Department of Motor Vehicles (DMV). Please reference the attached invoices.
 
The DMV provides the name and address of the registered owner, not the Vehicle Identification Number (VIN); therefore, we were unable to accept the VIN as a part of the verification process.
 
The first invoice was issued on March 1, 2014 with a due date of March 31, 2014. The final invoice was issued on April 9, 2014 with a due date of May 9, 2014.
 
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 §33.1-56.3.
 
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.
 
The Customer can provide documentation showing the dates of deployment to receive a refund. Please send the requested documentation via fax to ###-###-####, Monday through Friday (7:00 AM - 7:00 PM) or email at [email protected] as soon as possible.
 
Thanks,
 
495 Exprss Lanes Customer Service

Dear [redacted],We are in receipt of your letter dated August 23, 2017, 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 495 Express Lanes on June 27, 2017 without an [redacted] transponder; (iii) the customer was in contact with the Express Lanes viaphone; (iv) the Express Lanes reduced the administrative fee as a one-time courtesy ; and (v) the Customer processed a payment for the reduced balance. The 495 Express Lanes is an all-electronic high-occupancy toll (HOT) lane located inside a 14-mile stretch of Interstate 495. There are no toll booths on the lanes and no option to pay cash. 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.The 495 Express Lanes has a total of nine tolling points with several opportunities to exit the lanes. Our records indicate the trip was taken on June 27, 2017 entering the Express Lanes at [redacted] and exiting at Interstate 395-95-495([redacted] Interchange). During the trip, the Customer was charged a toll of $18.05 for travelling through seven toll points; therefore, the Customer was not billed the full length for traveling the Express Lanes.The fees associated with toll invoices clearly state 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 § 33.2-503. On August 15, 2017, the Customer was in contact with the Express Lanes via phone. At that time, a reduction under the First Time Forgiveness Program was offered for the lesser administrative fee of $1.50 plus the toll. The Customer processed a payment in the amount of $19.55 and the account now reflects a zero balance.We are unable to fulfill the Customer’s request for a refund as the charge is valid. We appreciate the opportunity to respond and welcome your forwarding of this letter to the Customer. Sincerely, Express Lanes Team Member

Dear [redacted],

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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 495 Express Lanes on October 28, 2013 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, 2014 and (iv) to confirm the Customer did make a payment with collections in the amount of $13.60 on December 2, 2014; (v) the accounts with the 495 Express Lanes and [redacted] (LES) now shows a zero balance (vi) a request was submitted on December 4, 2014 to have the Customer’s account removed from the credit bureau.
In order for a driver to lawfully travel on the 495 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 travel. As 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, 2013 with a due date of December 16, 2013. The second invoice was sent on December 25, 2013 with a due date of January 24, 2014. 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 §33.1-56.3. However, the Customers original letter with the $100.00 administrative fee was sent as an oversight and should not have been invoiced at $100.00 plus the cost of the toll.
Our records indicate that a payment in the amount of $13.60 was processed on December 2, 2014. The accounts with the 495 Express Lanes and [redacted] now show a zero balance.
In addition, [redacted] submitted a request on December 4, 2014 to have the Customer’s account removed from the credit bureau. Please allow 30 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 March 3, 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 original toll invoices were mailed to an address provided by
the Department of Motor Vehicles (DMV); (ii) the Customer traveled on the
Express Lanes from May 18, 2014 to June 29, 2015 with an invalid [redacted]®
transponder; (iii) the Customer was in contact with the Express Lanes via web
dispute; and (iv) four of the trips have progressed to court.
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 sufficient
funds and also 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] website.
The Express Lanes and [redacted]
are two separate entities; therefore, payments made with [redacted] to cover
negative account balances do not cover unpaid invoices for the Express Lanes.
Our
records confirm the original toll invoices were mailed to an address provided
by the Department of Motor Vehicles (DMV). The Customer was sent three Unpaid
Toll Invoices between June 13, 2015 and July 15, 2015. In addition, the
Customer received two Final Toll Invoices on August 22, 2015 and September 12,
2015. Since a payment was not posted to the
Customer’s account prior to the due date shown on the second invoices, the
account was referred to [redacted], our debt collections
provider, on October 3, 2015.
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 §33.1-56.3. 
On July
12, 2015, the Customer was in contact with the Express Lanes via web dispute
and processed a payment in the amount of $18.30. The Express Lanes advised the
Customer to add additional funds to the [redacted] account in order to transfer
the toll charges of $35.55 and to contact us back within three business days. Our records confirm we were unable to transfer
the tolls as the Customer did not contact us until March 3, 2016, after the
trips progressed to court.
We are unable to fulfill the
Customer’s request for a payment plan as the trips have progressed to a court
status with a date of March 31, 2016.We can offer $1121.45
as a settlement offer. To avoid additional fees including court fees and
civil penalties, we recommend the Customer contact our Customer Service Center at
[redacted] prior to March 28, 2016 to make payment or contact the Prince
William County General District court to inquire about obtaining a payment
plan.
We
appreciate the opportunity to respond and welcome your forwarding of this
letter to the Customer.

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 respond. We 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 95 Express Lanes on April 29, 2015 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, 2015 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 reduction. Also, 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 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 New Jersey [redacted]Pass 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 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 §33.1-56.3. 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, 2015 via phone and web
dispute. At 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 active. It 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, 2015.
The Customer’s initial invoice
was sent on May 11, 2015 and the final invoice was sent on June 27, 2015 (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

[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]

From: C[redacted], Mandlyn Date: Mon, Aug 10, 2015 at 4:10 PMSubject: FW: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #[redacted].To: "[redacted] ([redacted]@myRevdex.com.org)" <[redacted]@myRevdex.com.org>Cc: "[redacted]"  Dear [redacted], We are...

in receipt of your letter dated July 30, 2015, 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 was mailed several notices advising of the outstanding trips with the Express Lanes; (ii) the Express Lanes and [redacted] are two separate entities; (iii) the Customer traveled on the 495 Express Lanes on October 4, 2014 with an invalid [redacted]® transponder; (iv) as a result of nonpayment, the account progressed to a court status on June 30,2015; and (v) the Customer contacted the Express Lanes to dispute the trips on July 13, 2015. The original toll invoice was mailed to an address provided by the Department of Motor Vehicles (DMV). The first invoice was sent on October 12, 2014 and the second invoice was sent on November 21, 2014. Since a payment was not posted to the Customer’s account prior to the due date shown on the second invoice, the account progressed to a collections status on January 13, 2015. The Express Lanes and [redacted] are two separate entities; therefore, the summonses the Customer received are in reference to outstanding trips with the Express Lanes.  Also, we are unable to view the Customer’s [redacted] account as the Express Lanes does not have access to this information. As a New Jersey [redacted] account holder, the Customer is bound by the New Jersey [redacted] 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 credit and the consequences of administrative fees. 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 Jersey [redacted] website. The Customer contacted the Express Lanes on July 13, 2015 to dispute the outstanding trips. By this time, the Customer’s account had already progressed to a court status. The Customer was advised of the pre-court in the amount of $506.05 to avoid proceeding to court on August 25, 2015.The Customer also requested copies from the Express Lanes which were sent via email, upon the Customer's request, within three business days of the call on July 15, 2015.  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 §33.1-56.3. It is not our practice to treat our Customers unfairly. In fact, we are motivated to amicably resolve Customer issues in an efficient manner. We are awaiting a response from the Customer as we are working to reach a resolution to the satisfaction of both parties. The Customer was offered to pay $206.05. The Customer advised the Express Lanes would be contacted with a decision to pay the offered amount. We appreciate the opportunity to respond and welcome your forwarding of this letter to the Customer. Thank you,Express Lanes Customer Service Team

Dear Mr
Dennis,
We are
in receipt of your letter dated November 10,
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 travelled the
Express between May 31st and April 28th (occasions), with an E-ZPass®
transponder which was invalid due to insufficient funds; (ii) the Customer
received unpaid toll invoices prior to filing a web dispute on June 10, 2015; (iii) the Customer's account was referred to our
debt collector, [redacted], LLC ("[redacted]") for non-payment
The
Customer travelled on the Express Lanes with an invalid E-ZPass due to
insufficient funds as a result, we were unable to charge the E-ZPass account
during the trips in questionThe Express Lanes and E-ZPass are two separate
entities; therefore; we are unable to list unpaid transaction on the E-Pass
account
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 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-
The Customer contacted the Express Lanes
in reference to an Unpaid Toll Notice on June 10, via web disputeAt that
time, the Customer was advised of the issue and as a one-time courtesy the Express Lanes offered to
transfer the tolls to the E-ZPass accountThe customer was also advised this would occur after she added funds to the account and contacted the Express
Lanes within three business daysIt is our policy to
request the Customer to correct the issues within three business days to ensure
the dispute is resolved in a timely manner; however, the Customer failed to contact the Express Lanes
within the requested time frame
On October 16, 2015, the Customer sent a letter indicating a check
had been sent for payment of the accountThe Express Lanes responded by letter
advising of the receipt of an online payment for two invoices; however, a check
had not been received
The
Customer received seven Unpaid Toll Invoices and three Final Unpaid Toll
Invoices between June 11, and October 29,
Our records indicate a payment was not received by the due date listed on the
Final Unpaid Toll Invoices; therefore, the
Customer's account was referred to our debt collector, [redacted] (‘[redacted]') on October 3, for collection
To date, there are currently outstanding trips in
collections as a result of non-payment of the Final Toll lnvoicesWe recommend
Customer contact our debt collection agency at ###-###-####, to provide proof
of payment, request the First Time Forgiveness Program or make payment to avoid
further consequences of non-payment
Sincerely,
Express Lanes Team Member

Dear Mr[redacted],
We are in receipt of your letter dated April 26, 2016, raising additional
concerns by [redacted] ("Customer")
Our records confirm the refund was delivered on May 2,
We appreciate the opportunity to respond and welcome your
forwarding of this letter to Customer
Sincerely,
Express Lanes Team Member

Dear Ms. [redacted],

We are in receipt of your letter dated January 15, 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 original toll invoice was mailed to an address provided by the Department of Motor Vehicles (DMV); (ii) the Customer traveled on the 495 Express Lanes 13 times between August 30, 2013 and June 14, 2014 with an E-ZPass® transponder which was invalid due to insufficient funds; (iii) the Customer received an adjustment on a previous occasion; therefore, we are unable to provide any additional adjustments; and (iv) the Customer’s account is now at a zero balance.

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, current license plate information added to the account and the consequences of administrative fees. 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.495expresslanes.com/faqs). This requirement is also repeated on various pages of the Virginia E-ZPass website. The administrative fee is a way to recover, in part, the enforcement cost incurred of collecting the unpaid toll. All administrative fees are also well within the limits established by the Virginia Code §33. 1-56. 3.
Each customer receives an initial and final toll invoice to pay the trip before progressing to a collections status, resulting in additional fees. The administrative fee is not a penalty, but necessary to recover costs associated with recovering the unpaid toll which include image review and invoicing. The administrative fee on the first Toll Invoice is $12.50 per trip. If the Customer does not pay the first invoice the fee escalates to $25.00 per trip.
The 495 and E-ZPass are two different entities; therefore, we do not have access to check the Customer’s account to verify that sufficient funds are available at the time of travel. The Customer should contact Virginia E-ZPass, and not the 495 Express Lanes, with any discrepancies in account balances or issues with not receiving email correspondences.
When offering a onetime adjustment in regards to issues with the Customer’s E-ZPass account, the Customer is responsible for correcting issues on their account prior to travel. Therefore, no further adjustments can be offered.
Our records confirm that a payment in the amount of $335.95 was received on January 12, 2015, with transaction number [redacted].
All payments have been applied to account number [redacted] the account now shows a zero balance.
Unfortunately, we are unable to fulfill the Customer’s request for a refund as the charge is valid.
We appreciate the opportunity to respond and welcome your forwarding of this letter to the Customer.

495 Express Lanes Customer Service

Dear [redacted],
We are in receipt of
your letter dated February
9, 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 January 9,
without an [redacted] transponder; (iii) the Customer was in contact with the
Express Lanes by phone and (v) the Customer processed a payment for the reduced
charge and the
account now shows a zero balance
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
Our
records confirm the Customer traveled on the Express Lanes on January 9, entering the Express
Lanes at [redacted] and exiting at [redacted] Traveling at highway
speeds, a trip can be made within two minutes
The Express Lanes offers 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 the 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. All
administrative fees are also well within the limits established by the Virginia
Code §33.1-
After
failing to pay via the Missed a Toll function, an unpaid toll invoice was sent
to the Customer on January 27, We acknowledge the Customer disputed this
invoice by contacting the Express Lanes via phone February 9, The Customer was offered a reduction under the First Time
Forgiveness Program for the lesser administrative fee of $
Our
records confirm a payment in the amount of $was received on February 9,
2016, 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 Team
Member

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:Hi, I read:
"Our records confirm the refund was applied to the credit card used during the online payment on September 8, 2015. The documentation provided indicates the payment was made by the rental agency."
However, the Revdex.com interface I'm reading this on doesn't seem to show any attached documentation. Can you forward to [redacted].com? Thank you!
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:Hi, I read:"Our records confirm the refund was applied to the credit card used during the online payment on September 8, 2015. The documentation provided indicates the payment was made by the rental agency."However, the Revdex.com interface I'm reading this on doesn't seem to show any attached documentation. Can you forward to [redacted].com? Thank you!
Regards,
[redacted]

Dear Ms. Horne,

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We are in receipt of your letter dated April 16, 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 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 495 Express Lanes from January 14, 2013 to July 19, 2014 on 77 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 $121.00 for the trips that were with the 495 Express Lanes; and (vi) 67 out of the 77 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 travel. There 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, 2013. We responded to the Customer via phone requesting documentation showing that the E-Zpass account was currently in good standing for the mitigation of fees. At that time the Customer was also given the fax number to provide the 495 Express Lanes with the requested documentation. The Customer failed to submit the E-ZPass documentation and submitted a second dispute on May 18, 2013. 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 fees. This 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 website. Additionally, 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 §33.1-56.3.
 
To date, 67 trips have progressed to court as a result of non-payment. We have offered to have the Customer pay a pre-court settlement. The Customer declined this offer; therefore, the Customer will appear for trial on September 15, 2014. 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 [redacted]:

class="MsoNormal">
We are in receipt of your letter dated April 13, 2015 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 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, 2015 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, 2015. The Express Lanes responded to the Customer’s dispute advising of adequate signage and payment was requested by the due date listed on the invoice. The Customer responded requesting another review. An Express Lanes supervisor responded to the Customer on January 14, 2015 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 495. 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 road. All 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, 2015 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, 2015.
Our records confirm the Customer contacted the Express Lanes on March 25, 2015 and requested to speak with a supervisor. The Express Lanes supervisor contacted the customer by phone on March 26, 2015 and offered to remove the account from collections if the customer agreed to pay the original invoice. The 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

Dear Mr.
Dennis,
We are
in receipt of your letter dated November 10, 2015, 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 travelled the
Express between May 31st 2014 and April 28th 2015 (32 occasions), with an E-ZPass®
transponder which was invalid due to insufficient funds; (ii) the Customer
received unpaid toll invoices prior to filing a web dispute on June 10, 2015; (iii)  the Customer’s account was referred to our
debt collector, [redacted], LLC (“[redacted]”) for non-payment.
The
Customer travelled on the Express Lanes with an invalid E-ZPass due to
insufficient funds as a result, we were unable to charge the E-ZPass account
during the trips in question. The Express Lanes and E-ZPass are two separate
entities; therefore; we are unable to list unpaid transaction on the E-Pass
account.
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 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 E-ZPass
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 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 §33.1-56.3.
The Customer contacted the Express Lanes
in reference to an Unpaid Toll Notice on June 10, 2015 via web dispute. At that
time, the Customer was advised of the issue and as a one-time courtesy the Express Lanes offered to
transfer the tolls to the E-ZPass account. The customer was also advised this would occur after she added funds to the account and contacted the Express
Lanes within three business days. It is our policy to
request the Customer to correct the issues within three business days to ensure
the dispute is resolved in a timely manner; however, the Customer failed to contact the Express Lanes
within the requested time frame.
On October 16, 2015, the Customer sent a letter indicating a check
had been sent for payment of the account. The Express Lanes responded by letter
advising of the receipt of an online payment for two invoices; however, a check
had not been received.
The
Customer received seven Unpaid Toll Invoices and three Final Unpaid Toll
Invoices between June 11, 2014 and October 29, 2015.
Our records indicate a payment was not received by the due date listed on the
Final Unpaid Toll Invoices; therefore, the
Customer’s account was referred to our debt collector, [redacted],
[redacted] (‘[redacted]’) on October 3, 2015 for collection.
To date, there are currently 17 outstanding trips in
collections as a result of non-payment of the Final Toll lnvoices. We recommend
Customer contact our debt collection agency at ###-###-####, to provide proof
of payment, request the First Time Forgiveness Program or make payment to avoid
further consequences of non-payment.
Sincerely,
Express Lanes Team Member

Dear [redacted], We are in receipt of your letter dated April 3, 2017, 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 travelled on the Express Lanes on September 27, 2016...

without an [redacted]® transponder, (ii) the original toll invoice was mailed to an address provided by the Department of Motor Vehicles (DMV), (iii) the trip progressed to collections status as a result of non-payment, (iv) the Customer was in contact with the Express Lanes via phone; and (v) processed a payment with Professional Account Management LLC (PAM) and the account now shows a zero balance. The original toll invoice was mailed to an address provided by the Department of Motor Vehicles (DMV) and. The first invoice was sent on October 7, 2016 and the second invoice was sent on December 1, 2016. Since a payment was not posted to the account on or before the date shown on the second invoice, the trip progressed to Professional Account Management LLC (PAM), our debt collector on January 21, 2017. Please note, under Virginia Code §46.2-324, it is the responsibility of the Customer to notify the DMV of any change in the address within 30 days of the change. The Customer may update the address by visiting any DMV customer service center or DMV website. In addition, the Customer will need to contact the United States Postal Service with any concerns regarding mail delivery or the use of a forwarding address. Each customer receives an initial and final toll invoice to pay the trip before progressing to a collections status, resulting in additional fees. The administrative fee on your first Toll Invoice is $12.50 per trip. If you do not pay your first invoice by the due date, the fee escalates to $25.00 per trip. In addition, if payment is not posted to your account on or before the due date shown on the Final Unpaid Toll Invoice, the account is referred to collections and the fee escalates to $100.00 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 §33.1-56.3. We acknowledge the Customer contacted the Express Lanes in reference to the collections notice on April 3, 2017 and April 4, 2017 via phone. The customer was advised to contact PAM regarding the First Time Forgiveness Program to receive a reduced settlement. On April 4, 2017, we were in contact with the Customer’s wife via phone. We have requested the customer provide documentation from the DMV reflecting the address registered to the temporary license plate number at the time of travel. If the address is in inaccurate, the Express Lanes will refund $60.90, which is the difference of the amount paid minus the original invoice amount of $21.10. We appreciate the opportunity to respond and welcome your forwarding of this letter to Customer. Sincerely, Express Lanes Member

Dear [redacted],
We are
in receipt of your letter dated May 27,
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 between April 19, and May 19,
with an [redacted]® transponder which was invalid due to insufficient funds;
(ii) the Customer was in contact with the Express Lanes via phone; and (iii)
the Customer has paid all outstanding invoices
As a
Virginia [redacted] account holder, the Customer is bound by the [redacted] Virginia
Terms and Conditions (attached), which outline the Customer's 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.[redacted].com/faqs)
This requirement is also repeated at various pages of the Virginia [redacted]
website
The
Express Lanes and [redacted] are two separate entities; therefore, the Customer
should contact Virginia [redacted], and not the Express Lanes, to correct issues
on their account prior to travel
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 was in contact with the Express Lanes via phone on July 17, and
as a one-time courtesy, we waived all administrative fees and transferred the
tolls to the Customer's [redacted] accountThe Customer took additional trips on
the Express Lanes which were rejected by the Customer's [redacted] agency, due to
insufficient funds, resulting in additional Unpaid Toll Invoices being sent
As stated in the Virginia State Code §
33.2-503; the HOT lanes operator may impose and collect an administrative fee
in addition to the unpaid toll so as to recover the expenses of collecting the
unpaid toll, which administrative fee shall be reasonably related to the actual
cost of collecting the unpaid toll and not exceed $per violationThe
operator of the vehicle shall pay the unpaid tolls and any administrative fee
detailed in a notice or invoice issued by a HOT lanes operatorIf paid within
days of notification, the administrative fee shall not exceed $
The fees
associated with toll invoices are clearly stated on the Frequently Asked Questions
section of our website (https://www.[redacted].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-The
administrative fees on your first Toll Invoice are $per trip and are
necessary to recover the costs associated with recovering the unpaid tolls
which include image review and invoicingIf you do not pay your first invoice
by the due date, the fees escalates to $per trip
Our
records confirm a payment in the amount of $was received on May 26,
and the account now shows a zero balance
Unfortunately, we are unable to fulfill the
Customer's request for a refund as the charges were valid
We
appreciate the opportunity to respond and welcome your forwarding of this
letter to the Customer. Sincerely,
Express Lanes Team Member