Capital Beltway Express, LLC

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 payment. We 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
vehicle. Additionally, 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 $71.80
including tolls and administrative fees. Our records confirm the Customer was
invoiced for three trips. The first trip was billed the toll of $9.20 plus an
administrative fee of $12.50. The second trip was charged a toll of $17.25 with
an administrative fee of $12.50 and the final trip was billed for a toll of
$7.85 and an administrative fee of $12.50. The first invoice is the Customer’s
30 day notification to make payment of the unpaid tolls; therefore, the $12.50
administrative fee charged per trip was well within the limits established by
the Virginia statue and did not exceed $25.00.
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 provider. When 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 $100.00 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

[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: As long as ExpressLanes policy is charging $12.50 administrative fees for accidental use of toll roads as in a case where a drive immediately exits the toll road after 2 minutes of driving and exits at the immediate exit and does not provide an earlier opportunity for drivers to exit the lanes penalty free the complaint stands. ExpressLanes should either automatically reduce this administrative fee for first time events like these, or provide a means for drivers to exit the toll at the entry point should accidentally enter one. No level of law enforcement fines drivers for making a wrong turn nor should ExpressLanes be able to.
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:I do not refute that I was on the Express Lane. However, never having been on an automated express lane with no toll boths before, I have no idea that your business exists. If 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 company.
The sign from the street onto the ramp is NOT clear. Your attachment does not address this. I will hunt around for Google Maps or search to show to what I refer.Regards,
[redacted]

We are in receipt of your letter dated June 25, 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) Our priority is to ensure clear signage so all drivers know the rules of the road and how to use the Express Lanes. 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-Zpass; (ii) All Customer are given the opportunity to pay a lesser administrative fee within five days of travel; (iii) the Customer traveled on the Express Lanes on February 15, 2015 and incurred a toll charge of $1.85 with the customary admin fee of $12.50. The customer did not pay the initial invoice in full by the due date and received a final toll notice with a $25.00 fee; (iv) As a result of non-payment the trips on the account progressed to collections on June 7, 2015 and (v) to confirm the Customer did make a payment with collections in the amount of $73.38. 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 traveled 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 $1.50 per trip administrative fee within 5 days of their first trip. Payment via Missed a Toll prevents an unpaid toll invoice being issued for that trip, including the associated $12.50 administrative fee per missed toll. The fees associated with Missed a Toll, 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 (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. After failing to pay via the Missed a Toll function, an unpaid toll invoice was sent to the Customer on March 10, 2015. The administrative fee on the initial Toll Invoice was $12.50 per trip. Since we did not receive a payment by the initial invoice due date of April 9, 2015, a final invoice was issued on April 27, 2015 with an escalated administrative fee of $25.00 per trip. A payment was not received by the final invoice due date of May 27, 2015; therefore, resulting in this account being referred to our debt collection agency on June 7, 2015. It is within the business policies of the Express Lanes and Law Enforcement Systems to assist customers with all of their concerns. In fact, our debt collectors are motivated to amicably resolve customer issues in an efficient manner. Our records confirm that the Customer did process a payment with Law Enforcement Systems in the amount of $76.38. 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. Sincerely,

[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: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]

Out of town drivers use to have to watch going through Virginia, for scam speed Trap towns. Now you have to watch out for their Expressway scam. They mark the Expressway as, what they call the HOV, as being free if you have 3 plus people in the vehicle. But guess what? Those scam artist qualify that, as only being Free, if you have a an E-zPass Flex. Of course they know darn well, that out of town drivers would not understand the scam, but if you fall for their manipulation, they send you a bill with a picture that is supposed to be your license plate, but looks more like a blank picture with fuzz and explain, that everyone needs an E-zPass to go on the Expressway. This company is a ripoff praying on unsuspecting visitors. The best thing to do is stay on RT 95 and driver right through this state without stopping and without spending any money. I would have been glad to pay the lousy $2 or $2.50 whatever, but I donot like to be scammed, especially by companies like this. And did I forget to mention, that they never sent an invoice until over 3 moths later and added a 1,080 percent increase for so called administrative fees.

Dear [redacted],
We are in receipt of your letter dated March 18, 2015 detailing a complaint raised by [redacted]

face="Arial">("Customer") and appreciate the chance to respond. We want to take this opportunity to do the following: (i) Confirm the Customer travelled on the 495 Express Lanes on December 2, 2014 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, 2015.
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 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 [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 fees. As a goodwill offer, the Express Lanes agreed to remove the additional charges once the Customer provided documentation from E-ZPass. The Customer advised the Express Lanes that the documentation could not be provided within three business days and the Customer was granted a 14 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, 2015.
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

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

Dear [redacted],
We are in receipt of your letter dated August 14, 2015, detailing a complaint
raised by [redacted] (“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, 2015.
We want to take this opportunity to confirm that the dispute was
resolved to the satisfaction of both parties on August 12, 2015. We have forwarded the Customer’s suggestion to the appropriate department in reference
to the web dispute process. 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 the Customer.
Sincerely,
Customer Service Team

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]@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 [redacted],
We are in receipt of your letter dated June 7, 2015, raising additional
concerns by [redacted] [redacted] ("Customer").As
stated in our previous correspondence, the Express Lanes and [redacted] are two
different entities; therefore, we do not have access to the Customer's account to provide notice of
payment issuesIt is the Customer's responsibility to correct any issues with
their account prior to travelIn addition, the Customer should contact Maryland
[redacted], and not the Express Lanes, with any discrepancies regarding their account
balances
As a Maryland account
holder, the Customer is bound by the [redacted] Maryland 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
We addressed through our previous
correspondence, the initial invoices were sent to the Customer between January
27, and February 12, The invoices included the tolls of $and
an administrative fee of $per tripEach invoice provides detailed trip
information including the amount of the administrative fees charged per trip,
online references to the Express Lanes Terms and Conditions outlining fees and
penalties, administrative fee compliance with Virginia Code §33.2-and notice of the
Customer's liability to pay any attorney's fees and/or any collections fees if
the account is referred to collections for non-payment
The final invoices were sent between
March 11, and April 2, with an escalated administrative fee of $
per trip, due to nonpaymentAfter failing to pay the Final Unpaid Toll Invoices, the
accounts progressed to collections and the fees escalated to $per trip
resulting in a total balance due of $
We acknowledge the Customer
contacted the Express Lanes in reference to the Unpaid Toll Invoices on May 4,
2016; however, the accounts had progressed to a collections status between
April 21, and May 13,
To
reiterate, 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 tollAll
administrative fees are also well within the limits established by the Virginia
Code §33.2-
Per our previous
correspondence, we recommend the customer contact our debt collection agency
via phone at ###-###-####, to request the First Time Forgiveness Program and to
make payment, in order to avoid further consequences of non-paymentWe 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 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 rejectedIn addition, it is the
Customer's responsibility to resolve any issues with the account prior to
travelWe
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, 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,
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: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

Dear [redacted] ,

face="Calibri"> 
We are in receipt of your letter dated May 27, 2014, detailing a complaint raised by [redacted] (“Customer”) and appreciate the chance to respond.
 
We are in receipt of your letter dated May 27, 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) Our priority is to ensure clear signage so all drivers know the rules of the road and how to use the Express Lanes. 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-Zpass; (ii) All Customer are giving the opportunity to pay a lesser administrative fee within five days of travel; (iii) the Customer traveled on the 495 Express Lanes on December 2, 2013 and incurred a toll charge of $1.75 with the customary admin fee of $12.50. The customer did not pay the initial invoice in full by the due date and received a final toll notice with a $25 fee; (iii) Our correspondences includes an indicator on the envelope which states “Important Toll Violation Information” is included; (iv) As a result of non-payment the trips on the account progressed to collections on March 1, 2014 and (v) to confirm the Customer did make a payment with collections in the amount of $1.75.
 
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 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 E-ZPass.  We suggest the Customer visits the signage section of our website (https://www.495expresslanes.com/signage) to familiarize themselves with the 495 Express Lanes signage.
 
The 495 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 $1.50 per trip administrative fee within 5 days of their first trip. Payment via Missed a Toll prevents an unpaid toll invoice being issued for that trip, including the associated $12.50 administrative fee per missed toll. The fees associated with Missed a Toll, 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 (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.
 
After failing to pay via the Missed a Toll function, an unpaid toll invoice was sent to the Customer on December 18, 2013. The administrative fee on the initial Toll Invoice was $12.50 per trip. Since we did not receive a payment by the initial invoice due date of January 17, 2014, a final invoice was issued on January 25, 2014 with an escalated administrative fee of $25.00 per trip. A payment was not received by the final invoice due date of February 24, 2014; therefore, resulting in this account being referred to our debt collection agency on March 1, 2014.
 
It is within the business policies of the 495 Express Lanes and Law Enforcement Systems to assist customers with all of their concerns. In fact, our debt collectors are motivated to amicably resolve customer issues in an efficient manner. The Customer was transferred and given the opportunity to leave a detailed message with a supervisor; however, the Customer refused to leave a message.
 
Our records confirm that the Customer did process a payment with Law Enforcement Systems in the amount of $1.75, leaving the outstanding balance of $100.00. Please note that all payments for toll violations are received and processed at a bank lockbox and are entered into our payment records by electronic means. Because the check was not received and manually entered into our records, there was no live human being available to see the notation on the Customer's check and to flag your account as being “in dispute” prior to cashing the check. Our attorneys have advised that the Customer's method of attempting to achieve settlement is ineffective as there was no offer and acceptance (notice of an offer lacking) and no “meeting of the minds” to properly effectuate a settlement for a smaller amount that was tendered. Our attorneys further assured that Virginia law is well- settled on this matter, and suggested that you consult VA code section 8. 3A-311 on accord and satisfaction.
 
We recommend the customer contact our debt collection agency on ###-###-####, 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.
 
We appreciate the opportunity to respond and welcome your forwarding of this letter to the Customer.
 
Sincerely,
 
Customer Case Administrator

Dear
Ms. [redacted],
 
We
are in receipt of your letter dated April 13, 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 between
July 2, 2015 to January 12, 2016 with an invalid E-ZPass® transponder; (ii) the
Customer’s account progressed to court due to non-payment; and (iii) was in
contact with the Express Lanes via phone.
 
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
sufficient funds and also the consequences of administrative fees (see attached
at “Use of the E-ZPass?
(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 E-ZPass website.
 
The Express Lanes and E-ZPass
are two separate entities; therefore, payments made with E-ZPass to cover outstanding
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) and/or the US Postal Service. The
Customer was sent three Unpaid Toll Invoices between July 15, 2015 and January
27, 2016. In addition, the Customer was sent three Final Toll Invoices between
September 12, 2015 and March 11, 2016. 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 Law Enforcement
Systems, our debt collections provider, on October 23,
2015. As a result of non-payment, four of the 13 trips have progressed
to court.
 
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
April 12, 2015, the Customer was in contact with the Express Lanes via phone.
At that time, the Express Lanes offered to waive the charges for nine of the
trips if the Customer paid the pre-court settlement for $1,132.25 by June 3,
2016.
 
As a result of declining the
pre-court settlement offer, the Customer will need to appear for trial on June
6, 2016.
 
We
appreciate the opportunity to respond and welcome your forwarding of this
letter to the Customer.

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 day. The person I spoke with on the phone told me that there wasn't a violation for the license plate I provided. She told me to call back in 2 days. So I called back 2 days later and there was still nothing. I called again the following week and the person I talked to on the phone told me they had no record of me violating a toll. The 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 phone. Looking forward to my dispute.

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 respond.
We would
like to take this opportunity to apologize for the invoice issued due to the
license plate being entered into our system incorrectly. As 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 cancelled. Again,
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

My nightmare continues with these people. They were to refund me a week ago. They said it was issued on June 18th and after several calls, was always told it would take 3 days to receive. We are now on the SIXTH business day and still no refund. I spoke to [redacted] this morning and he will 'escalate' it to the financial team but I still have no refund. I have also confirmed with [redacted] that these people have not refunded me. The common sense solution would be to refund the amount less what I owe - instead they want to complicate it by refunding and then making me pay. [redacted] told me my payment due is 'on hold' until they can figure out what is wrong. This whole experience has been extremely frustrating and it continues. Since the business has not done what they said they would do, I am rejecting their response. 
 Complaint: [redacted]
I am rejecting this response because:
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: For argument's sake, we'll say that $12.50 is reasonable per violation for the first invoice, which is only for arguments sake. The second charges $12.50 ($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 $37.50 for the second invoice.  Now as for rounding each administration fee up to $100 per violation, that's fine but it still is subject to state law. Collection agencies cannot impose their own fees, which means that [redacted] increased the cost then sent it to the collection agency. If a break down of the $100 per violation cannot be provided then it is not reasonable to the cost of collecting. So far all LES has done is sent one letter. If you're telling me that one letter is equivalent of $225 in cost then pardon my disbelief that this is reasonable to the cost of collecting. If 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 [redacted] to extort money out of people using fraudulent practices.  And yes, I will call up and deal with balance but as for practices of [redacted], this matter needs to be addressed with fees and what is considered reasonable. If you cannot justify $300 administration fees then it is fraud plain and simple. 
Regards,
[redacted]

Dear [redacted],
We are in receipt of your letter dated September 28, 2015, raising additional
concerns by [redacted] ("Customer")
As
noted in our previous correspondence, the
refund was applied to the credit card used during the online payment on
September 8,
At the
Customers request, the Express Lanes sent a refund confirmation email to the
Customer and the rental agency on October 5,
We recommend the customer contact
the rental agency for further assistance with receiving reimbursement for the
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 November
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) 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 17, 2015 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 $104.40.
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 $1.50 per trip administrative fee within 5 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, 2015 and September 28, 2015. 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, 2015 via web dispute. The 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, 2015.
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 5 to 7 days for a refund check in the amount of $87.50
to be mailed once it has been processed at the end of the month.
We appreciate the opportunity to respond and
welcome your forwarding of this letter to the Customer.
Sincerely,
Express
Lanes Team Member