EZ Pass New Jersey

We are in receipt of complaint [redacted] for [redacted]. Per research of the Ms. [redacted] account we see that the plate in question [redacted] does not belong to the account holder. Per conversation with Ms. [redacted] we will credit her account going back 120 days totaling $30.70. That credit...

was applied on 1/29/2015. No further action is needed in this matter. We would also like to apologize for any inconveniences that this issue and for the customer service you experienced. The issue is being address with our entire customer service staff.

In Oct of 2017, I called NJ EZpass to see how to close my father's account given he was on hospice care and the tag was not being used. On 10/6/27, I wrapped the tag in foil as instructed, included a detailed letter with all account information and the tag number and requested the account be CLOSED and sent it to the Newark NJ EZpass location. It is now February 2nd and my mother continues to be hit with fees for an account that we requested to be closed months ago. The tag has been returned...my father is now dead and my 82 year old mother is getting hit with service fees for an account we wanted closed. This company is disgraceful.

Review: The EZ Pass tolls at exit 14 are consistently overcharged. Instead of $2.15 for entering at exit 14 at route 78 and exiting at exit 14B at Jersey City $10.65 is charged. If you call customer service they take the complaint and say a refund will be issued in 7-10 business days. No refund ever happens. If you make the complaint online, same issue, no refund.

This error repeatedly happens. I believe that the toll keeps running instead of registering the exit at 14B.Desired Settlement: EZ Pass should correct this issue. Make refunds.. Stop the excuse that the representative did not complete the paperwork. Just fix the problem..

Business

Response:

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

Review: I have found on countless occasions that Ezpass has neglected to post a record of toll charges charged to my account. There was a time when I had access to that information on my account page. I find myself constantly putting monies into my account and always finding my totals far below than what it should be. Example: I put $100. into my account a week ago and now I have only $8.15 (to date). Why are there no records of my trips found on my Ezpass account ?Desired Settlement: I want my account to be closely examined and corrections made. Also I want Ezpass to post my trips for the last year, on my account. I'm entitled to see where my money is going. This practice to me is extremely unhanded, due to the fact that there was a time they actually posted every charge to my account and I was able to monitor my account. Is that too much to ask ???

Business

Response:

We are receipt of complaint for [redacted] for [redacted]. A message was left for Mr. [redacted] explaining that on 7/3/14 we recevied two payments in the amount of $50.00 totaling $100.00. However, from 7/3/2014 to 7/8/2014 Mr. [redacted] used $103.75. Mr. [redacted] can view updated account infomation online by loging into to his account a[redacted]. No further actions is needed in this matter.

Consumer

Response:

[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.]

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,

Review: Ezpass sent me a violation for a unpaid toll. I sent in the dispute form twice and now I have a letter from a deft collector. I called ezpass and the stated is not there problem and I should of followed up before It went to a debt collections. Violation number: [redacted].Desired Settlement: I have an active ezpass in good standing. I am not paying $63 for there mix up. I will pay the $13.00 toll.

Business

Response:

We are in receipt of complaint [redacted] for [redacted]. Per conversation with Ms. [redacted] she received a violation from New York because her account was negative balance. In the attached email I explain to Ms. [redacted] how a customer can receive a violation.

Per New York E-ZPass they will allow Ms. [redacted] to send the payment of $13.00 for the toll only and agreed to waive the fee.

Consumer

Response:

[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.]

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,

Review: EZ pass has engaged in unfair and deceptive trade practices by frudelantly putting my account into collections due to their error in associating my account with an incorrect mailing addess. I was never informed of either an outstanding balance, nor collections activities. All mail and prior correspondense, save any related to collections activities, have all arrived with me at my address, [redacted]. [redacted]. Nevertheless I was surprised to find my account not opening online; only to be informed via a very nasty EZ pass representative named [redacted] that I am in collections. I quickly contacted the collection number as advised by EZ pass. They could not locate my account and discovered that their client, EZ pass had provided an incorrect address for me, one of [redacted], [redacted]l **. This explains why I was never billed or informed prior. I paid my $40 balance and called EZ pass to inform them of their error and resolve my account information and standing. My call was again met by a very rude and poorly spoken [redacted] who refused to assit me in any matter. She refused to take down the payment confirmation number from the collection agency and refused to escalate my call. She claimed my address is [redacted], and that this is the address my car is registered to, despite the fact that it is wrong and all prior EZ pass mail cmae to me here at [redacted] without problem. I contacted EX pass on Nov. 11th to inform of my address and my vehicle is registered to this address as well. I explained my call on this date and [redacted] saw the account of it, but said thats a different area of EZ pass so it doesn't matter that I responsibly updated my account information as required. She refused to admit any fault in having the wrong address associated with me and the consequences this caused for me. She also resfued to provide a call number related to my contact.Desired Settlement: I insist upon the re-opening of my account in good standing immediately with my correct address and phone number updated, as refused by [redacted]. I further insist upon the resolution of the two subsequent violations that occurred as a direct result of my account being fruadulantly closed and forwarded to collections as a direct result of EZ pass'e negligence in regards to my mailing address (wrongly claiming it to be [redacted]), as I have ample evidence that EZ pass has my proper address on record ([redacted]). Violation # T[redacted] (.75) and #T[redacted] (.75) and with both $50 fees waived.

Business

Response:

We are in response of complaint [redacted] for [redacted]. Per research on [redacted]’s account we see that the account was sent to a collection company due to the balance was negative 90 days. We also see that the customer did call in to update the address of the account. However, based on the toll history the customer would have used E-ZPass [redacted]s and it should have displayed messages like “Toll unpaid” or “Call Service Center” to indicate that there is a problem with their account. We do see that [redacted] has since satisfied the revoke account balance but to date she has received three violations totaling $153.00 in violations tolls and fees. We have taken the liberty to contact the New Jersey Turnpike Authority (**TA) on the behalf of [redacted] to see if we are allowed to open another account and to have the violation fees waived. Per **TA [redacted] can open another New Jersey E-ZPass account and we will waive the violation fee of $150.00 if [redacted] makes a payment in the amount of $3.00. However, if the violation tolls are not paid in a timely manner they will be sent to a collection company and at that point Ms. [redacted] is responsible for full amount of the violation tolls and fees. Please have Ms. [redacted] call [redacted] at ###-###-#### to make a payment on the violation tolls (only) and to open a New Jersey E-ZPass account.

Consumer

Response:

[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.]

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,

Review: In 2008 I left the company I worked for when I traveled and needed to use the E-Z Pass. I left the device in the work vehicle and did not receive any information from E-Z pass until 2012 so I pulled up E-Z Pass and cancelled the device. I did not receive any further communication until March 2013 when my wife contacted the company and was told that the account was still open. They refuse to cancel the contract and insist on me paying $16.98 (a one dollar monthly fee) and $9.00(lost device fee). This is not my debt had the company contacted in 2008 I would have been able to retrieve the device and there would not have been a bill. They waited to long to give me notice. After 3 years which is the statute of limitations in my state all of my records were destroyed back in January of 2012. I have tried to resolve this matter with the company and have not been successful. I want to try resolving this before it goes any further. They verified that the account had not been used in 5 years why would I keep the account open if I no longer worked for that company and did not live close to the area and no payments were being made on the account? The company would not have continued to pay on this account since it was a company credit card that was used for over 4 years however I am only being billed from December 2011 according to their records for $16.98 from what I can figure. This appears to be a simple error that has gone on too long.Desired Settlement: This account needs to be closed out and the balance of $25.98 ($16.98 and $9.00 lost device fee) needs to be written off and removed from my credit.

Business

Response:

We are in receipt of complaint [redacted] for [redacted]. Per research of Mr. [redacted]’ account we see that the balance is negative $16.98. This amount includes service fees and the tag fees. Also, because the account was sent to a collection company they charge a collection fee of $25.00. This brings the total to $41.98. Per conversation with Mrs. [redacted] she stated that the device was left in the company car upon its return to the company so they will not be able to return the device nor will they not receive a credit for returning the device. As a courtesy we will credit the account $7.00 in service fees and waive the collection fee of $25.00 but in order to have the account removed from collection the customer will have to submit a payment in the amount $9.98 via check. Please make the check-out to New Jersey EZ-Pass and mail it to [redacted]; Newark, NJ 07114 attention [redacted]. Please write account # 2[redacted]874 on the check. New Jersey apologizes for the inconvenience that this may have caused. No further actions are required.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted]. I do agree with the terms of the agreement and will consider the complaint resolved upon receipt of a zero balance with the company and confirmation that it has been removed from the collection agency without any negative impact on my credit score. A certified check [redacted] was purchased and mailed on July 15, 2013 in the amount of $9.98 sent attention to [redacted]. I purchased a certified check so that there would be no hold up on waiting for a personal check to clear as these are guaranteed funds and therefore should be processed immediately upon receipt. I have complied with my end of the agreement and would like confirmation that from the company that they also have complied with their end of the agreement. I would like to hold this complaint open until all parts of the agreement have been accomplished in order to keep from having to file a new claim.

Regards,

My experience with the New Jersey EZ Pas Violations Processing Center Customer Rep, Keesha, Employee ID [redacted] was horrific! I hope she will never deal with anyone as unprofessional and rude as herself!

Review: I do not know if it is only me complaining about this or maybe people just don't know what is going on.

I am talking the New Jersey EZ Pass. Time and time again I had been charged the cash rate on Verrazano Bridge going into Staten Island. It was only when I noticed the poster on the toll gates of how much the EZ pass rate which was $11.08 and the cash rate was $16. There was no notice that NJ EZ pass will be charged the $16 cash rate. The wikepedia site only mentions NY EZ pass rate of $11.08 but no mention that NJ EZ pass holders will be charged same as cash rate. I have checked the terms and conditions of the NJ EZ pass but still there was no mention of a cash rate charge on their EZ pass, unless of course I missed the fine print. I have inquired with the Customer Service via email regarding this practise and was informed that NJ EZ pass are charged the cash rate.

Without any print information or media campaign of a cash rate charge on the EZ pass, I believe that it is somekind of predatory tactic and arbitrarily discriminatory. Predatory because they do not explicitly mention of any cash rate charge and therefore, would not hinder a consumer from avoiding their tags. Discriminatory because a unified rate should apply regardless of where you live or what state you came from. They might be breaking the law for all I know. All vehicles are the same and have equal share on the use of the highway. The fact that EZ pass main goal was to process large volume of vehicles through the toll plaza with an incentive of lower than cash rate, it is just unfair that NY and NJ EZ passes are not treated equal.

I hope this discourse merits Revdex.com's attention.Desired Settlement: What I propose is that New Jersey EZ pass refund all customers who were charged the cash rate on thier tags. And maybe pay a fine if proven they are breaking a consumer law.

Business

Response:

We are in receipt of complaint for [redacted]. We left a message on the voice mail at number ###-###-#### on 5/8/15 advising to give us a call back. We have also included our contact information in the email we sent to n[redacted]. Please have [redacted] contact [redacted]r at ###-###-#### or via email at [redacted]@xerox.com. Until we hear back from [redacted] we consider this complaint closed.

Review: My toll violation was sent to collections agency. I satisfied the bill through the collection agency. I called EZ pass to try and satisfy the bill. They told me that they could not collect any money as it was in the collection agency hands now. Now, 2 months later they send another bill for me not paying the $1 fine and tagged on it administration costs for not satisfying the cost.

I paid the bill in full from the collections agency. They said yes you did, but you never paid the original violation. I called EZ pass and they said again that I would have to work with the collection agency. Once again, I have to pay a fine over a $1 violation. It is a EXTREME run around. There system is flawed.Desired Settlement: Remove the administrative fee, I paid what was billed to me. I cannot pay more than that??? Don't ask for it 6 months after the violation, it doesn't make sense.

Business

Response:

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 ###-###-####

Review: I take the Garden State Parkway to and from work every single day. I get on and off of the same exit for years now. The toll that I drive through NEVER has an attendant, this lane is ALWAYS closed. This is an incredibly busy and large town. Rather, I have to go through the exact change lane. I have never, in the years taking this route to work, missed a toll payment. However, I would say about half of the time that I go through this lane, the toll does not register. On the dispute tat I sent in, I had stated that once, there was a single dollar bill clogging the change bucket, not allowing anyone's payment to go through. Because of the inconsistence of their machines, I am now being forced to pay $50.00, which is probably more than I made in that day of work that I was commuting from. They gave me no explanation other than there was nothing they could do to help me. I find it amazing that such a huge company is unable to help customers.Desired Settlement: I would like my payment refunded AND for these tolls to have attendants in them, especially during prime rush hour times. I am sure someone in this town would be more than happy for a job, so it would help someone else, as well as commuters who do not possess an ezpass. I thank you for taking the time to look over this dispute - it is truly appreciated.

Business

Response:

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 -

Review: While checking a recent billing statement online, I noticed 2 violations listed in my account. This was the first time that I had ever seen this information in my EZ Pass account. It seems like a recent user interface change may have occurred to provide this information.

Upon further investigation, I found that there were 2 violations noted for my account from 2003.

I remember there was a problem with my EZPass Reader (and many other EZPass customers at that time), so the toll amount was not collected, I received over 60 notifications at that time.

My wife and I spent many hours to resolve this initial situation with EZ Pass and we were told that all items were addressed and the reader issues were resolved.

The resolution involved the appropriate toll being deducted from our account and the issue was supposedly resolved.. We spent hours of time filling out the dispute forms for each violation and the postage to send these disputes back to EZ PASS.

EZ Pass records currently indicate that they have processed payment for the toll but are still trying to assess me with a violation fee of $25 per incident and are unwilling to waive the fee even though the payment for the toll was processed.

I have made every reasonable effort to address every violation that resulted from a device malfunction and certainly agree to pay the toll, which has been processed but do not believe that I should have to pay a violation fee for an error with the equipment provided.Desired Settlement: My desired outcome is dropping collection activity for a charge that should never have been made.

I have been an EZ Pass customer in good standing for years prior to this time and ever since, so I believe collection activities should be dropped and any impact on my credit should be resolved, including the issuance of a letter indicating that this was an error.

I should not be charged a violation fee when I was a customer in good standing, the toll fees were collected and the issue was the result of device malfunction.

Business

Response:

Per research of complaint [redacted] for [redacted] we see that the customer received violations back in 2004. The tolls have since been paid and we will waive the fees for violations [redacted] and [redacted] for Mr.[redacted]. We apologize for any convenience that this may have caused.

Review: I've been an EZ-Pass of NJ Customer for well over 10 years. I recently moved. I called to update my mailing address. I explained that due to the area where I live I do NOT receive all of my mail. I asked that a note be entered on my account that if by chance I should not respond to regular mail to please email / call me. It seems as though back in February 2014 my credit card had expired. I had forgotten to call EZpass to update my new credit card. I realized there was a problem when I went through a toll and it said "Contact EZPass".

I called EZPass when I left work that day. Customer Service Reps are only available until 5pm EST. I'm not able to make calls during the work day. So I attempted to reach out via their website. I was told my account was suspended and I was UNABLE to log in. I reached out again through the website - as a new customer - asking someone explain why I was unable to log into my account. I've reached out via their website at least 6 possibly 7 times. I've never been responded to.

I had a moment this afternoon - so I called EZPass to update the credit card and to pay off the charges I was sure I would have due to that one toll I went through. The Customer Service Representative sounded as though she did not want to be at work that and had an attitude the entire time. I asked to speak to a supervisor - just so I wouldn't have to deal with an attitude. I was told they were not "allowed" to talk to me regarding my account because it was in collections." I called the collections agency and asked questions regarding the bill. To which I was told they couldn't answer because that was an EZPass issue.

I feel as though all of this could have been avoided if they simply would have emailed or reached out via phone. I have perfect credit - I take credit seriously and would not allow $3.00 of tolls to ruin my score. I'm highly upset with the way I was treated and the lack of customer service.Desired Settlement: My desired outcome would be several of the options above.

1. A phone call or some type of correspondence

2. Waiving the administrative fees

3. Reinstating my account

4. A new policy to contact an account holder by phone/email prior to sending them to collections.

Business

Response:

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.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I appreciate the response and the courtesy they are showing by waiving the fees. I still have a few questions - I'm hoping I'll be able to receive some answers when I call this afternoon. The question has to do with the account #'s. I have one EZ Pass box. I'm just curious to know why I have four different EZPass accounts. My concern is the fact that there are two "[redacted]"'s that live in Cape May County, NJ. I've received several of the other [redacted]'s bills, violations etc. I'm not denying the charges - I would just like to confirm that they are all mine. Again, hopefully that is something I will be able to discuss with the customer service rep that I spoke to this afternoon.

Regards,

Review: Hello,

I am a E-Zpass account holder in Massachusetts. On December 24th and December 25 of 2015 I incurred 7 violation with E-Zpass that are in dispute.

My account should have automatically withdraw from my debit/checking account. E-Zpass believe my account to have expired and no longer was withdrawing funds from the account beginning December 10th. I was using the debit card to make purchases and had no idea of the issue with E-Zpass. They sent me letters, and when I activated my new card, I immediately called to change the expiration date on December 29th. During that call I was not told of any previous violations.

E-Zpass then sent my lease holding company 7 violations, which per our agreement my lease holder paid so I would not incur any late fees. These payments were reflected in my monthly car payment.

The issue I am having is that E-Zpass never sent any violations to me, and my lease holder did not send me any information so that I may appeal or dispute these charges. E-Zpass allowed a third party to pay for my violations without telling me or giving me an opportunity to dispute these charges.

When I paid my car payment and for the violations I was told by E-Zpass that I could not dispute them as my lease holder paid for the violations on January 5th 2016. I was never notified by E-Zpass or my lease holder about any violations nor given the opportunity to dispute the violations.

It is unbelievable that E-Zpass allows third parties to make payments for me without notifying me of an issue and then compels me to dispute the charges with my lease holder who did not issue the charges. My payment to my car company was not acceptance of the violations. I have been treated terribly by E-Zpass employees and was told simply that they did not have my contact information to contact me regarding the issue. This is obviously not true as they have my address, social, phone number and email.

Any help with this issue would be greatly appreciated,

[redacted]Desired Settlement: I seek to have the violations reduced to what I normally would have paid going through the tolls that I do not dispute using. My nearly $400.00 in violations should be dropped to the $10/$15 I would have spent on those tolls.

Thank you.

Business

Response:

We left a message for [redacted] but we never received a response. Ms. [redacted] advised in her complaint that when she called her state E-ZPass Massachusetts she was not alerted to any violations. Each state that has an E-ZPass system is ran accordingly to that state rules, also one state does not have access to another state system. So this is why the agent did not alert Ms. [redacted] The reason why an E-ZPass customer would receive a violation is because the license plate in question is not on an E-ZPass account or if the account that the plate is on has a negative balance. If the license plate in question is not on the customer’s account at the time of the transaction, the image that is taken of the vehicle and its license plate information is forwarded to the Department of Motor Vehicles. The DMV provides NJ E-Z Pass with the mailing information of the registered owner so we can send the violation notice. In this case we can only assume that the registered owner of the vehicle was the company that leased the vehicle to the customer ([redacted]) per DMV records received. However, if the vehicle is on an E-ZPass account with a positive balance the toll amount only will post to the customer’s account and a violation will not be created. If the violations for [redacted] are still open we can waive the fees for the violation(s) but the customer will have to send in payment for the toll amount only as long as the violations are not in collections, but if the leasing company paid the violations there is nothing we can do. If Ms. [redacted] could supply the violation (citation) numbers we would be able to research her complaint further or if she wishes to speak to an agent she can call our violation department at [redacted]

Review: Since I have had EZ-Pass I have collected 200$ in administrative fees for tolls I went through. I was never notified once by this business that I had a low balance. They decided to just charge me fees without my knowledge. This is POOR business and stealing consumer's money. I sent in four appeals for this case which were 100% filled out, and they were just returned as incomplete because they did not like my response to them. They steal money and turn their heads when somebody complains.Desired Settlement: I want this company to re-imburse every single customer without a credit card on file that is charged fees without their knowledge of a low balance. I also want EZPass to come up with a contact method to contact people about low balances in realtime via [redacted] and [redacted] messages.

Business

Response:

We are in receipt of [redacted] for [redacted]. Message boards in New Jersey E-ZPass lanes on the [redacted] and the [redacted] are installed to notify customers of their account balances. The message boards display the following:

Toll PaidLow Balance Call Service Center

In addition we also send statements and in the case of Mr. [redacted], his account scheduled to received email statements on a bi-monthly basis until he changed the frequency to monthly on 11/22/2015 on our website In reviewing Mr. [redacted]’ account we see that he took care of all violations for as of 12/9/2015. All violation fees have been waived and the tolls only have posted to Mr. [redacted]’ account. If Mr. [redacted] has any more questions regarding violation administrative fees please have him call the violation department at ###-###-####

Review: I was commuting daily between NY & NJ and a heavy user of EZ Pass ($21 daily), I changed my job in April 2015, stopped using EZ Pass for a while, used it for a 3 day round trip in June(between June 7 and June 10), on July 5th I had $42.50 in my account, Ez Pass changed the Replenish threshold minimum to below $40 and charged my Card for $170, they refused to refund the money since I did a refund in the past, the customer service rep asked me to dispute it with my bank, I removed my credit card from their file, then a month later they refused the dispute from my bank.

I called back and tried solving it with their customer service, they refused to help in any way, the representative told me she cant disclose the reason why they can't give me back my money although they were the one suggesting the bank dispute, after requesting to speak to a supervisor, she gets back to me with an offer of getting my credit card back on file and THEY MIGHT refund MY MONEY.Desired Settlement: I sent my tags to them and they were received, I want my account to be closed and the available balance of $200.50 that's still available in my account to be refunded in a check sent to my address

Business

Response:

We are in receipt of complaint [redacted] for [redacted]. Per research of the [redacted]’s account the replenishment was changed due to the customer’s toll history. Periodically, a customer’s toll usage will be reviewed. If the monthly activity is above or below your current monthly payment, your minimum monthly debit/credit card, cash or check payment will be adjusted accordingly then we notified customers on their next scheduled statement. From 3/16/2015 to 6/13/2015 [redacted] used a total of $513.70 which is a monthly average of $171.23. This is why the customer’s replenishment was changed to $170.00. Per [redacted]’s request their account is closed and a refund in the amount of $211.50 will be sent in the form of a check to the address on file. We would like to apologize for any inconveniences also; want to thank [redacted] for bringing to our attention their experience with our agent, which we will investigate. No further actions are needed.

Consumer

Response:

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,

Review: I added a plan to travel across the Delaware Memorial Bridge on June 26th 2014. I have since been charged for not using all of the prepaid trips during the monthly cycle. I don't agree that these charges are legitimate and I called in October to have someone explain them to me. The customer service agent I spoke to agreed that it did seem I was being over charged and said she would have the charges investigated and to call back in a few weeks to see the results. I called back on 12/8/14 at 9:45AM and was greeted by the worst customer service I have ever experienced. I asked if there were any results from the investigation and she replied, what investigation, there was none. I asked her to explain the charges to me and why I was overcharged and was there something I was missing. She told me what's the question, you didn't use all the trips. I asked how that was because when looking at the transactions it appears that I did and was charged twice. She said, it's simple, you didn't use the trips and became more rude. I asked to speak to a supervisor and after a brief hold she came back and said and no one was available and I had to leave a message. I said I would hold, she said no. I asked to speak to another customer service person and she said no, leave a message. I said I needed to speak to another person and she told me no. I asked what her name was, I believe she said Priscila but I couldn't understand her and I when I asked her to spell it for me, she said no. In complete disbelief I said, you are not going to transfer me to another person and you are not going to tell me your name? She then hung up on me.Desired Settlement: I want my bill adjusted and the money back that I was overcharged as well as some additional compensation for my troubles and the time I had to spend handling this. I also want an explanation as to how the service I received was so horrible and what is done to address such an unforgivable, horrendous experience.

Business

Response:

We are in receipt of complaint [redacted] for [redacted]. We left a message for the customer to give us a call back because in order for us to research the customer’s complaint we would need his account information. Please have Mr. [redacted] call [redacted] at ###-###-#### or he can be reached via email at [redacted]

Review: I was sent a violation notice in September for an unpaid toll.No violation was committed. Every toll was paid.I believe this is an error on their part. I contacted customer service promptly after receiving violation. It offers no live support. I disputed violation on form, asked for an investigation. The same bill was mailed back to me with no explanation. I wrote a letter to them to let them know that I have questions regarding the violation, I do have rights. I put my questions in writing and asked for a response via phone,email,or mail.I made copies of this letter.After 3 months,they have made no attempt to help me. They sent the same violation notice with vehicle suspension warning.They want $50.00 administration fee for a $0.40 cent toll.Every toll I went through that day was paid.I feel this is unethical and unfair to bully someone into paying with out a chance to dispute it. I have the right to challenge this. I am innocent until proven guilty.I will be sending the $50.00 for the 40 cent toll to avoid suspension. I feel I am being strong armed. The only violation here is the violation of my rights.Thank you for listening.Desired Settlement: I would like a full investigation of the violation and changes to the E-ZPASS customer service business practices to protect consumers.

Consumer

Response:

This is regarding complaint #[redacted] against New Jersey E-Z Pass. On 11-20-15 we settled the dispute.Thank you.

Review: We are Florida residents are were traveling through NJ this past September. We were on the turnpike and paid many many tolls along the way. Upon returning home we received a violation notice in the mail stating that we did not pay one of the tolls and to submit $1.50 + $50.00 administration fee. The location that was given for the toll violation was Raritan South. Upon looking on the map...we were not even on that particular highway during our travels. In fact we avoided that area on our way to Virginia because it lead into Philadelphia where the pope was currently visiting. I feel we have been scammed!!!Desired Settlement: That the charges will be dropped!

Business

Response:

We are in receipt of complaint [redacted] for [redacted]. As per our conversation with Mrs. [redacted] she informed us that she had already resolved this issue with the New Jersey Turnpike Authority. .. As of 11/13/2015 we received the payment for the violation toll, and as a courtesy the violation fee was waved.

Consumer

Response:

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,

Review: I used EZPass years ago I had 4 devices for all vehicles in my household. I did not wish to use it any longer & several years ago I called them & told them that I did not want to use EZPass any longer & they told me that they would mail to me a return/postage paid envelope so that I could return the devices to them & they did. I reutrned the devices to them.

Just a couple weeks ago the 1st week of July 2014, I received a bill from them for the months of May 2014 thru June 2014 for $25.98. I call the Customer Service number & I got a representative on the line & explained that I returned the devices several years ago in a prepaid envelope that they mailed me & that if I were to use a toll bridge I pay with cash that I sent the devices back a few years ago......she asked to put me on hold & she came back on the line afew minutes later & she said to me "Ok apparantly the account was never properly closed I will request that this be done right away." I said "Ok because I sent these devices back years ago.......so can I disregard this bill you sent me & throw it away?" And she said "Yes" and we hung up so I threw that bill for May 2014 thru June 2014 away & today 7/17/2014 I get a new bill for $25.98 stating the account is now closed to remit payment. So I called the number listed on this bill & I get a representative on the phone & I explained the whole situation again & he said there is nothing he can do that I must remit payment.....I asked for a supervisior & he put me on hold & came back & said that someone will call me back in 24 hours....so I gave my cell phone number & asked him are you sure someone is going to call me in 24 hours & he then said 24 to 48 hours.

This is outrageous......I sent these devices back years ago & they want to send me a bill now because someone did not close the account when I first called & then sent the devices back.Desired Settlement: I WANT THEM TO STOP BILLING ME AS I RETURNED THEIR DEVICES YEARS AGO.

Business

Response:

We are in receipt of complaint [redacted] for [redacted]. We would first like to apologize for the incovenience that this have caused. As of 8/3/2014 we have remove the negaitve balance of $29.98 and closed Ms. [redacted]'s E-ZPass account. No further actions are needed. Once again please accept our apologies for the inconvenience.

Consumer

Response:

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