E-ZPass

We are in receipt of [redacted] 's concerns regarding the State of Delaware E-ZPass system and his State of Delaware toll violation notices Our records indicate that [redacted] received a violation notice for Virginia license plate [redacted] on March 11, for failure to pay the toll when proceeding through our Toll Plaza in Lane [redacted] indicates that he is sure that he paid the toll; however, Lane at Plaza is an Express Lane and accepts only Electronic Toll Collections through a valid E-ZPass transponder Our records do not indicate that he had a transponder in his vehicle or that it did not readAttached is a copy of the information regarding his vehicle at the time of the violation and under Auth/Tag there is no indication of a transponder being in the vehicle or being read On April 11, an appeal to eliminate the fees was processed and denied due to this being a second offenseThe first occurred September 4, at the same Plaza in the same laneA denial letter was sent to [redacted] along with another copy of the violation On April 22, he again contacted us and our Customer Service Representative attempted multiple times to explain to [redacted] that the violation was generated when he went through the Express Lane which has no toll booth in which to pay the toll He requested to speak with a supervisor and the call was escalated On May 8, the toll of $and the Administrative Fee of $were paid via credit card In [redacted] 's complaint he is requesting a refund of this money No refund is due

We are in receipt of Mr [redacted] concerns regarding our billing or collection issues.Our records indicate that Mr [redacted] is listed as the second owner on the vehicle with Delaware license plate [redacted] , with Lucia [redacted] being listed as the first owner Our records also indicate that Mr[redacted] is listed as the account holder of Delaware E-ZPass account [redacted] Our records indicate that on March 30, 2012, the customer contacted Delaware E-ZPass regarding a Registration Hold that had been placed on license plate # [redacted] by the State of Delaware, due to unpaid toll violationsA hold placed on the license plate renders the owner unable to register the vehicleMultiple attempts to contact the owners of the vehicle regarding the toll violations had failed to yield a response; therefore a Registration Hold was initiatedIn order for the Registration Hold to be released, the owners must either pay in full the violations in question or enter into an Installment Agreement, whereby an initial payment is to be made,followed by equal monthly insta llment paymentsFailure to adhere to the Installment Agreement results in additional penalties, voids all offers to reduce any violation fees and provides Delaware E-ZPass the right to cancel the agreement if the agreed upon terms are not met.There were a total of violations related to the Installment Agreement, totaling $in tolls and administrative feesA minimum initial payment of $was required, with monthly payments of $required after that beginning on 4/30/The Installment Agreement requirements were explained in full to Mr [redacted] and he signed the Installment Agreement on 3/30/and made an initial payment of $For your convenience, a copy of the signed agreement is attachedNo further installment payments were made toward these violations despite repeated attempts to reach the owners of the vehicleOn 3/1/13, the Installment Agreement was voided as outlined in the initial documents signed by Mr [redacted] and the additional penalties were processed.Each time a customer who makes manual payments to their account has their account balance fall below $a Negative Balance letter is generated and sent to the e-mail address listed on the account Each time the account becomes negative, a Negative Balance letter is also generated and sent via e-mailA low balance letter was sent to thecustomer on 3/9/and negative balance letter was sent on 3/12/On 3/19/15, Ms [redacted] , who is listed as the first owner on the vehicle, contacted Delaware E-ZPass to check on her account and was advised that it was negativeWhen a customer has a negative account, standard procedure is to research the violation database to check for violationsAt this time the customer was advised of the violations related to license plate # [redacted] The customer inquired about setting up a payment plan and was advised that this could not be done due to the default on the previous installment agreementViolations which are not paid by the due date or are not on an Installment Agreement are forwarded to our collection agencyCurrently there are violations for a total of $2,for Delaware license plate [redacted] with our collection agency

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I had requested for proof/evidence that shows I went through an EZ pass laneThe company did not provide anyTheir "evidence" is a picture of my car's license plateI am very sure I did not go through an EZ pass lanes and paid all tolls due on the wayA search online also revealed that there are a number of other complaints similar to mine where EZ Pass sent violation notices citing people went through EZ pass laneIt is very easy to spot EZ pass lanes and no driver would go through one intentionallyI am positive that the company's system is flawed and this violation was generated in error
Regarding the previous violation noted by the company, I agree to the same and paid the same since I did not carry sufficient coinage to pay for toll during that tripHowever, for the current violation, Iam very sure that it is either incorrectly generated by the system OR EZ pass company is adopting unethical means to boost their revenues
My complaint to the company to provide evidence of going through an EZ pass lane has NOT been resolved since they did not provide me any (other than copy of violation and picture of my car license that does not establish the violation)
Thank you

Tell us why here...Mr. [redacted]'s provided a copy of his statement and his appeal was accepted on 10/27/16.

We are in receipt of a complaint that you filed with the Revdex.com Serving Delaware. Unfortunately, Iam unable to research your complaint as no information regarding Violation Number or license plate number was provided. If you will provide me with this information, Iwill research the...

situation.In your compla int, you indicated that you received letters from collection agencies from both Delaware and New Jersey. Each E-ZPass agency is a separate entity, and although the transponder reads and works in conjunction with all of the E­ ZPass agencies,your personal and financial information are only available to the agency with which you purchased the transponder. Other agencies have no way of knowing whether or not your credit card is valid or if your account is in good standing.Again,if you will provide me with the information requested, I will move forward with my research

We are in receipt of Mr. [redacted] response to our original response to his concerns regarding our billing or collection issues.As stated in our first response to Mr. [redacted]'s complaint, our records indicate that an Installment Agreement covering  violations from February 3, 2010 through September 24, 2011was offered and accepted on March 30, 2012.There were a total of 22 violations related to the Installment Agreement, totaling $585 .00 in tolls and administrative fees. A minimum initial payment of $90.50 was required, with 10 monthly payments of $49.45 required after that beginning on 4/30/12. The Installment Agreement requirements, which clearly state that ALL Tolls and ALL Fees are due, were explained in full to Mr. [redacted] and he signed the Installment Agreement on 3/30/12 and made an initial payment of$91.00.  Upon receipt of a signed Installment Agreement, additional penalties will not accumulate unless the customer fails to meet the agreed upon terms, at which time, the agreement defaults. Despite repeated attempts to reach the owners of the vehicle, no further installment payments were made toward these violations, which meant that the Installment Agreement was defaulted on and became null and void. On 3/1/13, the Installment Agreement was voided as outlined in the initial documents signed by Mr. [redacted] and the additional penalties were processed.  For your convenience, another copy of the signed agreement is attached.On May 4, 2012 violations again began to accumulate for license plate #[redacted], with no response to any of the 23 violations that were processed and mailed. Currently there are 45 violations for a total of $2,625.50 for Delaware license plate #[redacted] with our collection agency.Our standard procedure is to not allow a customer to set up a second Installment Agreement once they have defaulted on a previous agreement.  We are willing to work with Mr. [redacted] and will provide him with the opportunity to accept a new Installment Agreement . The new Installment Agreement would require an initial payment of $575.00 and 10 additional payments of $205.05 per month for 10 months. The initial payment includes the tolls, which are $61.00 and 20% of the assessed fees, which are $2,564.50.  If Mr. [redacted] would like to accept this offer, please have him contact our Production Supervisor at [redacted] prior to May 25, 2015.Should Mr. [redacted] elect not to accept the second Installment Agreement, then the violations will remain with the collection agency.Please advise if additional information is needed

Our records indicate that the violation occurred on 4/21/15 and the violation notice was processed on 9/26/15 with a respond by date of 10/17/15.  License plate images are captured at the Toll Plaza as a vehicle goes through the toll facility.  Images are then uploaded to our system and...

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
All they did was repeat what I am complaining about. They have not tried to make a resolution. I am happy to pay any tolls that were unpaid without the fines. Also they have admitted that there are issues with the EZ pass transponders registering the tolls correctly due to GPS and Satelite radio. I do use GPS because I am on the road every day as I travel for my employer to various homes and Physicians offices through out the tri state area. I also have satelite radio. They have many gimmicks and issues with these toll plazas and they try to stick the consumer with these fines. I believe a class action lawsuit should be brought about. There are many, many others who are complaining about the same thing. I have tried to work with EZ pass to resolve this. I have been a customer for many years. There is no reason that they could not reconcile these tolls with my vehicle per my license plate and have the tolls paid without the fines. This is a desperate way for them to suck money out of the consumer. I am sincerely looking to resolve this matter. 
Regards,

We are in receipt of Mr. [redacted] concerns regarding our billing or collection issues.Our records indicate that Mr. [redacted] is listed as the second owner on the vehicle with Delaware license plate [redacted], with Lucia [redacted] being listed as the first owner.  Our records also...

indicate that Mr.[redacted] is listed as the account holder of Delaware E-ZPass account [redacted]Our records indicate that on March 30, 2012, the customer contacted Delaware E-ZPass regarding a Registration Hold that had been placed on license plate #[redacted] by the State of Delaware, due to unpaid toll violations. A hold placed on the license plate renders the owner unable to register the vehicle. Multiple attempts to contact the owners of the vehicle regarding the toll violations had failed to yield a response; therefore a Registration Hold was initiated. In order for the Registration Hold to be released, the owners must either pay in full the violations in question or enter into an Installment Agreement, whereby an initial payment is to be made,followed by 10 equal monthly insta llment payments. Failure to adhere to the Installment Agreement results in additional penalties, voids all offers to reduce any violation fees and provides Delaware E-ZPass the right to cancel the agreement if the agreed upon terms are not met.There were a total of 22 violations related to the Installment Agreement, totaling $585.00 in tolls and administrative fees. A minimum initial payment of $90.50 was required, with 10 monthly payments of $49.45 required after that beginning on 4/30/12. The Installment Agreement requirements were explained in full to Mr. [redacted] and he signed the Installment Agreement on 3/30/12 and made an initial payment of $91.00. For your convenience, a copy of the signed agreement is attached. No further installment payments were made toward these violations despite repeated attempts to reach the owners of the vehicle. On 3/1/13, the Installment Agreement was voided as outlined in the initial documents signed by Mr. [redacted] and the additional penalties were processed.Each time a customer who makes manual payments to their account has their account balance fall below $10.00 a Negative Balance letter is generated and sent to the e-mail address listed on the account.  Each time the account becomes negative, a Negative Balance letter is also generated and sent via e-mail. A low balance letter was sent to thecustomer on 3/9/15 and negative balance letter was sent on 3/12/15. On 3/19/15, Ms. [redacted], who is listed as the first owner on the vehicle, contacted Delaware E-ZPass to check on her account and was advised that it was negative. When a customer has a negative account, standard procedure is to research the violation database to check for violations. At this time the customer was advised of the violations related to license plate #[redacted]. The customer inquired about setting up a payment plan and was advised that this could not be done due to the default on the previous installment agreementViolations which are not paid by the due date or are not on an Installment Agreement are forwarded to our collection agency. Currently there are 45 violations for a total of $2,625.50 for Delaware license plate [redacted] with our collection agency.

We are in receipt of [redacted]'s concerns regarding his State of Delaware toll violation notice.
Our records indicate that [redacted] had a violation notice [redacted] which occurred on April 16, 2014. On May 9, 2014, check# 1408 in the amount of $4.00 was presented to us and...

posted to the violation. Our violation notice clearly indicates that if a violator is an E-ZPass Account Holder from a Toll Authority other than Delaware, then an E-ZPass Account Activity Statement showing the account had a positive balance on 4/16/14 must be enclosed. A valid statement was not enclosed with the payment, nor with any additional correspondence. A valid statement was requested of [redacted] in the initial violation and in two additional letters, but was not provided.
Our records also indicate that Transponder [redacted], which is a transponder issued by [redacted], was read
as [redacted] passed through our Toll Plaza #10, Lane #41. Although, the transponder was read, the account would not allow us to deduct the toll in the amount of $4.00 from it.  Normally, this would indicate that there were not sufficient funds on the account to allow the deduction or that it is a transponder designated for use only on a particular toll road or bridge, such as the [redacted].
Attached please find a copy of the original violation, our response to his payment and request for a statement, his response,an additional request for a statement and information indicating that the transponder was read. Each time an appeal is received a new Violation is generated with a new response date,providing the customer additional time to provided the requested information.

We are in receipt of [redacted]'s concerns regarding the State of Delaware E-ZPass system and his State of Delaware toll violation notices.
Our records indicate that [redacted] received a violation notice for Virginia license plate [redacted] on March 11, 2014 for failure to pay...

the toll when proceeding through our Toll Plaza 10 in Lane 40.  [redacted] indicates that he is sure that he paid the toll; however, Lane 40 at Plaza 10 is an Express Lane and accepts only Electronic Toll Collections through a valid E-ZPass transponder.  Our records do not indicate that he had a transponder in his vehicle or that it did not read. Attached is a copy of the information regarding his vehicle at the time of the violation and under Auth/Tag there is no indication of a transponder being in the vehicle or being read.
On April 11, 2014 an appeal to eliminate the fees was processed and denied due to this being a second offense. The first occurred September 4, 2013 at the same Plaza in the same lane. A denial letter was sent to [redacted] along with another copy of the violation.  On April 22, 2014 he again contacted us and our Customer Service Representative attempted multiple times to explain to [redacted] that the violation was generated when he went through the Express Lane which has no toll booth in which to pay the toll.  He requested to speak with a supervisor and the call was escalated.
On May 8, 2014 the toll of $4.00 and the Administrative Fee of $25.00 were paid via credit card.  In [redacted]'s complaint he is requesting a refund of this money.  No refund is due.