EZ Pass New Jersey

This is in response to complaint [redacted] for [redacted] We have left messages for the patron to give us a call back on 2/and 2/17/In order to be of better assistances to ­­the patron we would need the violation number in questionPlease have the patron provide the violation number or to give [redacted] a call at ###-###-#### with the violation numberThank you in advance -

We are in receipt of complaint [redacted] for [redacted] We attempted to call [redacted] using the phone number provided in her complaint but we get a message advising that the number is invalid An email was also sent asking her to contact our Violation Manager We want to express how sorry we are for the inconvenience this issue has caused and to assure her that we were correcting the issue As of 11/12/we have removed all violations assigned to [redacted] Please advise the patron to disregard any violations that are dated before 11/12/14.If the patron receives any violations dated after 11/12/please have her contact our Assistant Violation Manager, [redacted] , at ###-###-#### or via email: [redacted] Once again we would like to apologize for any inconvenienceNo further action is need for this issue

We are in receipt of complaint [redacted] *or [redacted] We left a message for the customer to give us call backWe wanted to advise that the violation fee (for $50.00) in question was waived back on 10/30/No further actions are needed for this matter

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

We are in receipt of complaint [redacted] for [redacted] Per research on the account we see that [redacted] was approved for credit in the amount of $28.75, but only $was applied to her accountAs of 9/24/per conversation with Ms.***, her account was credited the remaining $Also, we will like to advise Ms [redacted] we do not have anything in place to watch tailgaters in the toll lanesEach state runs their E-ZPass system differentlyThis is why we advise our customers to view their statements for any discrepanciesWe would like to apologies for any inconvenience that this has causedIf Ms [redacted] has anymore questions or concerns she can call our customer service center at ###-###-####

We are in receipt of complaint [redacted] for [redacted] Per our research we see that the discrepancy is between two plates, [redacted] (as in the number) and plate [redacted] (O as in the letter) We have removed violation [redacted] and have addressed this issueThere is a chance that Mr [redacted] could receive another violation for the incorrect plate based on the timing of this issue being resolved If that does occur please have him contact our Customer Service Center at ###-###-####We would like to apologize for the any inconvenience that this may have causedNo further action is needed

We are in receipt of complaint [redacted] for [redacted] Per conversation with Ms [redacted] we will submit paperwork for a refund in the amount of $leaving a balance of $Also, we have submitted a dispute to PANY&NJ for the toll transactions that Ms [redacted] believes she was over-charged forMs [redacted] informed us that she in the process of returning the E-ZPass devices so that her E-ZPass account can be closedOne week after we receive the devices we will refund the remaining balance which will included any credits approved by PANY&NJ to the Ms [redacted] ’s credit card on fileWe would like to apologize for the inconvenience that this issue has caused to Ms [redacted]

We are in receipt of complaint [redacted] for [redacted] Per research on the account we see that Ms [redacted] called into our customer service center on 2/12/to update the address on fileHowever, we also see that the customer elected to have all statements sent via email to [redacted] @yahoo.com not via mail New Jersey E-ZPass is set up as a pre-pay system and per our Terms and Conditions it is up to the customer to regularly check the status of their accountAlso, E-ZPass lanes are equip with message boards that notify customers that their tolls were either paid, unpaid or advised them to call their service center Please see below: Ms [redacted] has received multiple violations due to having a negative account balance they are as follow · Violator account # [redacted] has two violations assign to Ms [redacted] , violation T [redacted] for the amount of $and violation T [redacted] for the amount of $totaling $ · Violator account # [redacted] has one violation assign to Ms [redacted] , violation T[redacted] for the amount of $totaling $ · Violator account # [redacted] has four violations assign to Ms [redacted] , violation T[redacted] for the amount of $26.00, violation T[redacted] for the amount of $25.75, violation T[redacted] for the amount of $28.00, violation T[redacted] for the amount of $totaling $ · E-ZPass account number [redacted] is negative $ However, as a one-time courtesy we will waived all violation fees · Violator account # [redacted] has two violations assign to Ms [redacted] , violation T [redacted] for the amount of $and violation T [redacted] for the amount of $totaling $ · Violator account # [redacted] has one violation assign to Ms [redacted] , violation T[redacted] for the amount of $totaling $ · Violator account # [redacted] has four violations assign to Ms [redacted] , violation T[redacted] for the amount of $1.00, violation T[redacted] for the amount of $.75, violation T[redacted] for the amount of $3.00, violation T[redacted] for the amount of $totaling $ · E-ZPass account number [redacted] is negative $ The total amount that should be paid to be considered for reinstatement is $However, if the two device assigned to account [redacted] are returned to us we will credit Ms [redacted] ’s account $per device ($in total) that is returmed leaving a balance due of $ If Ms [redacted] wants to pay via check or money order each account listed would have to be paid separatelyEach check or money order should list a different account numberIf Ms [redacted] wishes to pay via credit card she can give us a call at ###-###-#### Once all violations and the account balance has been taken care of we will submit a request on the behalf of Ms [redacted] to the New Jersey Turnpike Authority to give Ms [redacted] the option to have another New Jersey E-ZPass account

Response: [redacted] ***Customer/Client Services AnalystOperations Department [redacted] New Jersey E-Z Pass###-###-#### [redacted] After researching the information in the complaint, we have found that, the customer was in-fact returning the violation with their account information listed However, the form states, “I have enclosed payment for the tolls due and request the administrative fees be waived.” The customer failed to mail in payment for the tolls I have placed a phone call to the customer [redacted] After explaining the error i.etoll payments no submitted, the customer made a [redacted] payment for the $covering all toll charges associated with ten violations found I also informed the customer two additional violations were located in his name No tolls were owed, just administration fees for $50.00.Since all tolls were paid in full, all administration fees for both [redacted] and [redacted] totaling $have been dismissedThe violations that were dismissed are: [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] New Jersey E-Z pass considers this matter closedThanks, [redacted] ***

We are in receipt of complaint [redacted] for [redacted] Per our research we could not found a New Jersey E-ZPass account with the name [redacted] We left a message on the phone number provided for the customer to give us a call back on 11/and 11/17/but as of 11/20/we still have not received a call backBeing that we cannot verify that [redacted] has access to an E-ZPass account we cannot submit a response to this complaint Please have the patron contact [redacted] at ###-###-#### so that we can satisfy [redacted] [redacted] complaint

[redacted] [redacted] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me

We are in receipt of complaint [redacted] for [redacted] ***In our Terms and Conditions which can be found at www.ezpassnj.com we advise our customers:“Replenishment: Periodically, your toll use will be reviewedIf your monthly activity is above or belowyour current monthly payment, your minimum monthly debit/credit card, cash or check payment will beadjusted accordingly and you will be notified on your next scheduled statement” Below are the customer’s toll monthly activities that lead to the replenishment amount going up:6/– 7/$57.607/– 8/$280.438/– 9/$59.299/– 10/$104.84The total amount for this period is $which is an average of $per month and this is why the account replenishment was changed from $to $At the request of the customer, the replenishment amount was lower to $but be advised that the account will be continually evaluated on a quarterly bases and replenished based on usageAlso, we refunded $to Ms***’s credit card on file leaving her E-ZPass account balance as of 11/13/$

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

Complaint: [redacted] I am rejecting this response because: Since, my last complaint, the business has debited from my account an additional $730.00 from December 7th - December 17 which were unjustified and unauthorized. Upon review of my checking account I am noticing amounts of $25.00 which are being charged several times a week. The amounts in total from October 24 thru December 16th are $1,050.00 (See Exhibit 1). Moreover, the $5.00 car-pooling plan was never honored, even though I drive through the appropriate lanes which have an agent in the booth, stop and indicate car pool, with my windows down for them to count the passengers. However, when I request a receipt for the amount I am being charged for the car-pooling, I am told that receipts are not provided for car-pooling plans. Numerous calls have been made after when I logg into my account and notice that the car pool is not being honored. But manuy calls later, I receive none in return. My account continues to be debited. As of December 7th, 2014, a total of $730.00 was debited from my checking account without a phone call to explain why. The total amount due from October 24th when I signed up until their very lastest debit on the 17th of December is $1,050.00. How is that remotely possible!!!! On December 4th, I spoke to Mr. [redacted] who assured me that this would be investigated and to give him until the following week. However, on December 7th, I received as notification from my bank account showing that EZ-Pass had debited $340.00, plus two $25.00 charges on that same day, resulting in an over-draft of my account. I contacted my bank and placed a dispute for investigation into the $340.00 plus the $50.00 debited on that day. Shortly after my call with the bank, I left a detailed message on Mr. ***’s voicemail with what had occurred over the weekend. On Monday, December 8, I again called Mr. [redacted] three times in order to resolve the issue of the $390.00 debited from my account on the 7th (notwithstanding the $350.00 I am already disputing with Mr. ***). No call back on the 8th. I then called Ms. [redacted] on the same day with a detailed account of what was happening and my concerns, she transferred me to Mr. ***’s voicemail. After my 4th try at leaving Mr. [redacted] a message, I was told by Ms. [redacted] that he was not in the office, even though this was not mentioned prior to my 4th call. I called again on the 9th of December and left three more messages with Mr. ***. I also called Ms. [redacted] again, to which I was told that Mr. [redacted] was out of the office again. I asked for someone in charge in his absence and was transferred over to Mr. [redacted] of which a few more messages were left and none were returned. I called again on the 10th, spoke to ms. ***, who transfered me to Mr. [redacted] . Mr. [redacted] although aware of the issues, made no sense with his explaination as to why my account is being charged these ridiculous fees. In fact, he was no helpful at all in resolving my issue, event though I mentioned that the amount was then $750.00 On Wednesday, December 10th, I called and was transferred to Mr. [redacted] (during this time none of my calls were returned) he assured me he was looking into it and that he will immediately refund me back $250.00 to my checking account. I further stated that I was cancelling my tags and returning them by overnight mail to him. He never mentioned anything after that conversation. On Thursday, December 11th, I returned my tags by overnight mail (Exhibit 2). On Friday, December 11th, I received confirmation that my package was signed for (Exhibit3). Again, I called Mr. [redacted] to ensure that he received the tags, as I addressed them to him. Again, no phone calls back. In fact, I was transferred to him only after I called and requested to speak to a supervisor. When I finally spoke to Mr. [redacted] he assured me he received the tags and that he was working on getting a credit back to my account. On, Monday, December 17th, I received a notification with a debit from EZ-Pass in the amount of $340.00 again. Once again, I left numerous messages with Mr. [redacted] with regards to this new debit which one again has over-drafted my account. No phone calls were returned. A courtesy call is what I would have expected after everything that I am going through with their company, but no calls are returned. It is a fact that they have a faulty system which continues to debit an account when your tags are not in use. Additionally, their statements are confusing and make no sense how things are being charged. I returned the tags on the 11th, however, I was charged for tolls on the December 12 & 13. I am far from getting answers from their company. It is not possible that as a tax payer I am being abused so blatantly. I am a new home owner and my first time using the EZ-Pass system; I am horrified at the lack of response and communication that EZ-Pass has with paying customers. I CAN NOT AFFORD for these mistakes to continue to happen. It is inconceivable, that such a system that caters to thousands of commuters is so poorly designed. With that said, I do not accept the business response, as my issues have yet to be resolved. Regards, [redacted]

We are in receipt of Ms***’s response unfortunately we cannot refund the customer any money due to the fact the customer already used the money for tolls The customer’s current balance on the account is $10.52.If Ms***’s has any other questions or concerns please have her call [redacted] at ###-###-####No further actions are needed

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

My ez-pass account went into the negative which locked me out of my account. Now I received numerous violations, which I disputed,but, went into collections anyway. I was willing to pay all toll violations minus the admin. fees. How is this fair that I just have to accept their decision

We are in receipt of complaint *** for *** ***We will first like to apologize for the inconvenience that this issue may have causedAs of 12/11/we have closed *** ***’s account and refunded the customer $The refund includes the leftover balance plus fees that were
charged to *** ***’s accountOnce again we would like to apologize for the inconvenienceNo further actions are needed in this matter

We are in receipt of complaint*** for ***Per our research we see that the customer’s account was closed on 8/26/and a refund in the amount of $was sent to the credit card on file as of 9/8/per our systemWe returned Ms*** call back on 9/11/14, however we have not
received a return callPlease have Ms*** check with her bank one more time and if her account is still not refunded please have her call *** at ###-###-####.Our “Close Account” Procedure can be found at our website in the “Term and Condition” at ***Please see below:“You may terminate this Agreement at any time by calling, e-mailing or writing to the New Jersey E-ZPassCustomer Service Center requesting that your Account be closed, returning all of your New Jersey E-ZPasstag(s) in good working condition (except for wear) and settling any outstanding charges on yourAccountTags can be returned in person to any of the New Jersey E-ZPass WaCenter locations or bymail to the New Jersey E-ZPass Customer Service CenterTag(s) will remain the property of New JerseyE-ZPass under all circumstancesTag(s) issued to you that have been lost or stolen must be reported tous and any charges applicable to such tag(s) will be applied to your Account consistent with section ofthese Terms and ConditionsTag(s) returned to New Jersey E-ZPass not in good working condition or thathave been defaced will result in a fee being charged to your Account for each such tag as per section 16.All outstanding charges will be deducted from the funds in your Account with any remaining balancerefunded to you by applying a credit to the credit card you have on file, or, if there is no credit card on file,by issuing a refund check to youYour Account will remain active with charges and fees, including themonthly membership fee, continuing to be applied until all outstanding balances are settled, you havereported all lost or stolen tag(s), and all tag(s) still in your possession have been returned to the New JerseyE-ZPass Customer Service CenterYou agree that we may terminate your New Jersey E-ZPass Account forimproper use at any time, and without notice.” We would also like to apologize for any inconvenience that this may have caused, No further action is needed

Complaint: ***
I am rejecting this response because: As shown in the attached, NJ EZPASS has yet to waive the administrative fee, and so I cannot pay the toll of $I checked my account today on New Jersey EZPASS's website and still am not able to pay the toll, and the toll alone, because New Jersey EZPASS has once against failedOnce the administrative fee is removed I will pay the toll, only because I want this matter resolved, not because I think that is the right thing to doNew Jersey EZPASS has continued to be unhelpful in resolving a matter that is their fault, and for which I have had to waste my timeTheir behavior makes me far less likely to visit the state
Once New Jersey EZPASS does what they need to do, and for which, by their account, I have already provided them with the accurate paperwork to do, I will pay the toll
Regards,
*** ***