EZ Pass New Jersey

Complaint: [redacted]
I am rejecting this response because:All of these responses continue to dismiss the initial problem and subsequent errors. I am perfectly aware that the account continued to deduct for usage; however the account balance should have been operating on a different threshold and balance as a result of my initial call to EZPass. Nothing was processed after an extensive conversation with the customer service rep, in which she lectured to me about account procedures. Ultimately I had to contact EZPass a third time regarding the credit due to my account. It's then that I learned the credit was never put through, and the threshold was set to $25 instead of the $35 I requested.For all the blatant incompetence I am still seeking the additional $74 for fees incurred as a result of EZPass. 
Regards,
[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.
Regards,
[redacted]

[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]

This is in response to complaint [redacted] for [redacted]. We have left messages for the patron to give us a call back on  2/12 and 2/17/2015. In order to be of better assistances to ­­the patron we would need the violation number in question. Please have the patron provide the violation...

number or to give [redacted] a call at ###-###-#### with the violation number. Thank you in advance -

[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 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 11/13 and 11/17/14 but as of 11/20/2014 we still...

have not received a call back. Being 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] complaint.

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.e. toll payments no submitted, the customer made a [redacted] payment for the $34.25 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 $450.00 have been dismissed. The violations that were dismissed are:[redacted]          [redacted]          [redacted]          [redacted]          [redacted]          [redacted]          [redacted]          [redacted]          [redacted]          [redacted] New Jersey E-Z pass considers this matter closed. Thanks,[redacted]

[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], although I know I paid the toll on that date and time, I will accept their resolution to this matter
Regards,
[redacted]

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 11/12/2014 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 11/12/14 please have her contact our Assistant Violation Manager, [redacted], at ###-###-#### or via email: [redacted] Once again we would like to apologize for any inconvenience. No further action is need for this issue.

We have advised the patron via email and by responding to her complaint we cannot waive the violation fee without the toll being paid first. We also sent an email on 1/7/2015 advising the customer that she paid the violation in full totaling $29.00 which is the $4.00 for toll and $25.00 for the fee. Per the same email we advised that we would refund her the violation fee amount of $25.00. No further action is needed in the matter.

We are in receipt of complaint [redacted] for [redacted]. We see that [redacted] elected to have Tappan Zee Bridge Commuter Plan as of 8/22/2013. The plan details are as follow:“This plan provides a discounted toll rate for enrolled E-ZPass customers and requires a monthly minimum of...

20 trips on the Tappan Zee Bridge in order to receive the toll rate of $3.00 (the regular toll charge is $5.00). Unused trips will be billed to the account.”Details for the Tappan Zee Bridge Commuter Plan can be found on our website at [redacted] Please see below trip history using Tappan Zee Bridge Commuter Plan for the past six cycles: ·         2/26-3/25 used 15 out of 20 trips and charged $15.00 for UUCT (UnUsed Commuter Trip)·         3/26-4/25 used 16 out of 20 trips and charged $12.00 for UUCT ·         4/26-5/25 used 11 out of 20 trips and charged $27.00 for UUCT·         5/26-6/25 used 15 out of 20 trips and charged $15.00 for UUCT·         6/26-7/25 used 13 out of 20 trips and charged $21.00 for UUCT·         7/26-8/25 used 2 out of 20 trips and charged $54.00 for UUCTIf [redacted] believes that the plan no longer benefits him he should call us to have the plan removed or he will continue to be charged UUCT for the plan listed. As far as the $60.00 mentioned in the above complaint that is not for the Un Used Commuter Trips that is [redacted] normal replenishment amount which is based on the average amount of toll usage.  We recevied a request from [redacted] financial institution for a refund in the amount of $60.00. On 9/25/2014 we reversed the $60.00 that was applied to the customer’s account on 9/4/14 back to the credit card on file. As 9/30/14 [redacted] currently has a negative balance of $55.53. If a customer uses their pre-paid New Jersey E-ZPass account with a negative balance they will incur violation fees in the amount of $50.00 (per ocurrence) plus the amount of the toll. Please advise [redacted] in order to use an E-ZPass lane the customer will have to update his account via our website at [redacted]  or by calling our customer service center at ###-###-####  Unfortunately, [redacted] is not due a credit or refund.

In an effort to assist the customer with their conserns, we require valid information to locate violations.  We ask the customer to provide the name as it appears on the notice or the license plate #.  Also, We have attempted to reach the customer by the number listed on the...

complaint and were advised that that number does not belong to this customer.An e-mail has also been sent and we are currently waiting for a reply or a rejection.

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. [redacted]’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. [redacted]).  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. [redacted]’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. [redacted].  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. [redacted], 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 complaint [redacted] for [redacted]. Per research we see that [redacted] use to have a New Jersey E-ZPass account [redacted] and in addition received violation [redacted]The reason why [redacted] received violation [redacted] is due to having a...

negative balance. Once a New Jersey E-ZPass pre-paid account become negative it is no longer valid and toll(s) are no longer charged to the account but would instead generate violation(s). This is the case for   [redacted].  [redacted] last made a payment to her New Jersey E-ZPass account on 8/9/2014 in the amount of $50.00. On 9/6/2014 the pre-paid account went into a negative status making the account invalid. We sent a warning letter to advising the customer about the account on 11/19/2014 to the address on file. Then on 12/19/2014 the account went into “revoke” status and on 1/28/2014 a payment was made to satisfy the account balance only. However, because the account was negative and a violation was issued; [redacted] is responsible for the violation fee plus toll but as a courtesy if [redacted] submits a payment in the amount of $1.00 for the toll we will remove the violation from collections and waive the violation fee of $50.00 The payment can be submitted in the form of a check or money order. The check or money order should be made out to New Jersey E-ZPass Violation Center and mailed to 3[redacted] or the customer can call our Violation center ###-###-####

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 2/12/10 to update the address on file. However,  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 account. Also, 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 # 2[redacted]957 has two violations assign to Ms. [redacted], violation T[redacted]184 for the amount of $51.50 and violation T[redacted]847 for the amount of $53.00 totaling $104.50
·          Violator account # 2[redacted]937 has one violation assign to Ms. [redacted], violation  T2[redacted]51 for the amount of $28.00 totaling $28.00
·          Violator account # 2[redacted]368 has four violations assign to Ms. [redacted], violation T2[redacted]22 for the amount of $26.00, violation T2[redacted]07 for the amount of $25.75, violation T2[redacted]32 for the amount of $28.00, violation T2[redacted]67 for the amount of $25.70 totaling $105.45
·          E-ZPass account number 2[redacted]771 is negative $31.05.
 
However, as a one-time courtesy we will waived all violation fees
·          Violator account # 2[redacted]957 has two violations assign to Ms. [redacted], violation T[redacted]184 for the amount of $1.50 and violation T[redacted]847 for the amount of $3.00 totaling $4.50
·          Violator account # 2[redacted]937 has one violation assign to Ms. [redacted], violation  T2[redacted]51 for the amount of $3.00 totaling $3.00
·          Violator account # 2[redacted]368 has four violations assign to Ms. [redacted], violation T2[redacted]22 for the amount of $1.00, violation T2[redacted]07 for the amount of $.75, violation T2[redacted]32 for the amount of $3.00, violation T2[redacted]67 for the amount of $.70 totaling $5.45
·          E-ZPass account number 2[redacted]771 is negative $31.05.
 
The total amount that should be paid to be considered for reinstatement is $44.00. However, if the two device assigned to account 2[redacted]771 are returned to us we will credit Ms. [redacted]’s account $9.00 per device ($18.00 in total) that is returmed leaving a balance due of $26.00.
 
 
If Ms [redacted] wants to pay via check or money order each account listed would have to be paid separately. Each check or money order should list a different account number. If 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.

We are in receipt of complaint [redacted] for [redacted]. A credit of $8.20 will be appiled to the customer’s account. We believe that the device(s) on Ms. [redacted]s account may be failing due to the age of the device(s).  New Jersey E-ZPass devices usually have a 5 year life span and Ms....

[redacted] devices were issue back in 2006. We would like to replace the customer’s current devices, so we left a message for Ms. [redacted] to give us a call back to discuss delivery options and instructions. We believe this will correct the issue. We would also like to apoloizge for any inconvenience.  No further action is needed in this matter

We are in receipt of complaint [redacted] for [redacted]. Per our research we see that the discrepancy is between two plates, [redacted] (0 as in the number) and plate [redacted] (O as in the letter).  We have removed violation [redacted] and have addressed this issue. There 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 caused. No further action is needed.

We are in receipt of complaint [redacted] for [redacted]. Per research we see that a payment in the amount of $16.53 was paid to have the account closed. We have credited Mr. [redacted]’s account for the negative balance and as of 4/1/2015 Mr. [redacted]’s account is now closed. We would like to apologize for...

the inconvenience that this issue has caused. No further action is needed.

New Jersey E-Z Pass has reviewed the account and we have spoken with the customer, [redacted].  We sincerely apologize for our failure to close the account and issue the refund back in January. The account [redacted] has now been closed and a refund in the amount of $90.19 will be mailed...

to the customer tomorrow on 3/12/2015.  New Jersey E-Z Pass has also agreed to send the customer a copy of his most recent statement.     New Jersey E-Z Pass believes this matter to be resolved and closed.

We are in receipt of Ms. [redacted]’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. [redacted]’s has any other questions or concerns please have her call [redacted] at ###-###-####. No further actions are needed.