EZ Pass New Jersey

Review: Twice this year I had issues with NY EZPass and had to update my payment methods. These date are the same as the ones that NJ-EZPass has billed me for 01/02/2015 and 07/14/2015. Both of these time after seeing that my funds were low I immediately had additional funds added and was assured by EZPass that no bill or ticket would be issued. I never received anything in the mail from ezpass about these tickets but have received mail from their collections department. I am willing to pay the amount owed but do not think I should have to pay any fees since I tried to pay immediately and did not receive any letters which would allow me to dispute it. Now because of $17.10 in tolls NJEZPass has me in collections for $205.00. I have discussed this with the collections agency and they have placed the amount in dispute but they are the ones who word the dispute not me.Desired Settlement: I would like to pay the amount I owe for the tolls and have the fee's waived. Below are the Ticket numbers.

$4.00

Thank You,

Brian

Business

Response:

Good Afternoon,New Jersey E-Z Pass spoke with the customer, [redacted] on 1/12/2016. The customer agreed to pay the tolls due on each of the violations ($30.10) and New Jersey E-Z Pass agrees to waive the administration fees ($175.00) once the toll payments are settled. The customer is aware of the address discrepancy and will work to correct it.New Jersey E-Z Pass considers the matter resolved and believe the customer does as well. [redacted]-Customer/Client Relations Analyst

Review: I have been issued 10 erroneous violations from NJ EZ Pass for tolls that were paid. Each violation has me listed as using an EZ Pass only "lane six". I have paid all of these tolls in lane three at the Essex County Toll plaza at time of passing. I have sent two letters via fax to the NJ EZ Pass Violations processing center and have not received any follow up correspondence or confirmation of receipt of my disputes. Recently, I have received a violation for a day that I was not on the parkway. Each day I receive more violations, which have now totaled approximately $500.00. When I began receiving these violations I contacted EZ Pass and was told to submit a request in writing to fax number ###-###-#### for the Violations processing center to have photos and or video tapes reviewed. I have not received a response to date. In my letter I included a photo of me in the correct lane for paying the toll in cash. I used the cash pay lane because I'm not and have no intention of becoming an EZ Pass customer because I no longer utilize the Parkway . I would like for this matter to be looked into and documented.Desired Settlement: I would like for these violations to be removed discarded and removed from my driving record and EZ Pass records.

Business

Response:

We are in receipt of complaint [redacted] for [redacted]. Upon research we see that the violations in question did not happen at the Essex County Toll Plaza but at Pascack Valley (PVK) toll plaza. [redacted] used what is called Express E-ZPass lanes. On January 11, 2004 Express E-ZPass lanes were implemented on the Garden State Parkway (GSP) at the [redacted], lanes 6 and 7 Southbound and, 8 and 9 Northbound. These lanes are located on the far left of the toll plaza for Northbound and Southbound traffic. The express E-ZPass lanes enable drivers to maintain a highway speed of 65 mph while the toll is automatically deducted from their E-ZPass account. The cash lanes are situated to the far right of the toll plaza and are separated from the Express lanes by a concrete barrier that extends well before entry into the plaza. I believe that you paid your toll at the plaza preceding PVK and that you may have inadvertently gone through the express lane at PVK.To date [redacted] has incurred a total of 13 violations (please see attachment) at [redacted]. The total amount owe is $669.50. This includes $650.00 in violation fees and $19.50 in violation tolls. Being that [redacted] is not an E-ZPass customer the total amount is due. However, as a courtesy we will waive half of the violation fees totaling $325.00, but the full amount for the violation tolls are due. This will bring the total to $344.50. Payment for the violation(s) can be submitted in the form of a check, money order or a credit card payment. The check or money order should be made out to New Jersey E-ZPass Violation Center and mailed to [redacted] or the customer can call our Violation center ###-###-#### to make a credit card payment.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:After reviewing this response it is impossible that I would be passing through the [redacted] for any of these violations is correlation with the times that are mentioned in the notice as I would be traveling South and not north on the Parkway. Since reaching out to the Revdex.com I have received another violation for a date where I did not pass through the [redacted]. I would like to see time and date stamped photos from the cameras as I have no trust in the pictures being sent to me. When passing through the [redacted] going but the Essex north I utilized lane 5 which is a pay lane. I would like for EZ Pass to look into this matter further and present more concrete proof as their is no way that these violations are possible.

Regards,

Review: I received a notice of toll violation for a toll that I never visited. I called EZ Pass NJ twice to contest it, but I had no luck. I always get receipts from the tolls I go through, but it is impossible for me to get receipts from tolls I do not go through.

I even had a receipt for a different toll in a different part of NJ around the same time I allegedly was at the toll they claimed I didn't pay, but they didn't think that was proof enough.

I agreed to pay only to avoid the damage to my credit score. I feel EZ Pass is intentionally sending out false violations in order to make extra money because there have been several other complaints.Desired Settlement: I would like an apology from EZ Pass and for them to refund the money I had to pay to my credit card account.

Business

Response:

We are in receipt of complaint [redacted] for [redacted]. Per research of this complaint we see that Ms. [redacted] received a violation at the Pascack Valley plaza (PVK) in our Express E-ZPass lane. On January 11, 2004 Express E-ZPass lanes were implemented on the Garden State Parkway (GSP) at the Pascack Valley toll plaza, lanes 6 and 7 Southbound and, 8 and 9 Northbound. These lanes are located on the far left of the toll plaza for Northbound and Southbound traffic. The express E-ZPass lanes enable drivers to maintain a highway speed of 65 mph while the toll is automatically deducted from their E-ZPass account. The cash lanes are situated to the far right of the toll plaza and are separated from the Express lanes by a concrete barrier that extends well before entry into the plaza. We believe that you paid your toll at the plaza preceding PVK and that you may have inadvertently gone through the express lane at PVK. Ms.[redacted] call into our customer service center on 3/26/2014 to pay violation toll in the amount of $1.50 and as a courtesy the fee of $50.00 was waived. Per conversation with Ms. [redacted] if she provides the receipt mentioned in the complaint we would research her dispute further. No additional action is required for this matter.

Review: I recently moved out of the state of New Jersey to the west coast. While living in New Jersey, I had an EZPass transponder. My account was set up to auto bill $25 when the balance of my account dropped below $10.

On August 31, 2015 I logged into the EZPass website and closed my account. As requested I provided my correct forwarding address and then immediately received an email indicating that my request to close the account had been received and would be processed within 10 days, this request was assigned service request #[redacted]. At the time I requested that the account be closed, there was a credit balance of $10.64 on the account. I returned the transponder via US Postal mail to the address provided on Tuesday, September 1, 2015.

On September 14, NJ EZPass assessed a $1.00 monthly service fee to my account. This transaction caused the balance of my account to drop below the $10 threshold thus triggering a $25 charge to my credit card. I was unaware of this transaction occurring until received my monthly credit card statement. The balance on my account, according to the EZPass website is $34.64. Rather than closing my account and processing a refund, NJ EZPass ignored my request to close and charged me another $25. I submitted a second request to close my account on 9/25/2015 @ 11:35pm PST, I again received an email confirmation from NJ EZPass that my request to close had been received and a new service request #[redacted] was assigned.Desired Settlement: I am asking that NJ EZPass:

1) Provide written acknowledgement that they have received the transponder I returned via US Postal Mail on 9/1/2015.

2) Refund the total current balance of my account $34.64.

3) Refund the $1.00 monthly service fee assessed on 9/14/2015. (Total to be refunded $35.64)

4) Delete my credit card number from their database, and provide written confirmation that this has been completed.

5) Close my account and provide written confirmation that the account is closed.

Business

Response:

We are in receipt of complaint [redacted] for [redacted]. The reason why the account replenished in the amount of $25.00 was because the monthly membership fee was automaticly charged to the account before the account closed leaving the balance under $10.00. We did received the device assiged to the customer’s account and as of 10/1/2015 a refund in the amount of $35.64 was issued to the customer’s credit card before we removed it. The refund amount includes the replenishment charged to the account along with the monthly membership fee. [redacted]’s New Jersey E-ZPass account is now closed. We would like to apologize for the inconveince that this issue caused.

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 have received a notice of violation that allegedly occurred at "[redacted]" toll plaza. Apparently I have passed through the EZPass lane without the tag.

(1) The first complaint is that the signs at the "plaza" are totally misleading. There is a "correct" sign couple miles before the plaza, but when you indeed get to the plaza, as you can see in this picture,

the "express (ezpass only) lanes" are not labeled at all, so the cash lanes look like an exit to a different direction, and the "ezpass only" lanes just look like a throughway. I could not but hesitate for a second and choose what I thought the "through way". You can find many complaint about this on the Internet.

(2) The second complaint is that while the toll due was $1.50, the penalty, or the "administrative fee", is whopping $50.00. This is fraudulent by any standard.Desired Settlement: (1) NJ Turnpike Authority must fix the plaza to display proper easy to identify signs and stop this deceptive practice ASAP.

(2) I want a refund.

Business

Response:

We are in receipt of complaint [redacted] for [redacted]. January 11, 2004 Express E-ZPass lanes were implemented on the Garden State Parkway (GSP) at the [redacted] toll plaza, lanes 6 and 7 Southbound and, 8 and 9 Northbound. These lanes are located on the far left of the toll plaza for Northbound and Southbound traffic. The cash lanes are situated to the far right of the toll plaza and are separated from the Express lanes by a concrete barrier that extends well before entry into the plaza. Also, to aid travelers about this plaza there is four different signs at four different locations. The sign are located 2 miles, 1 ½ miles, 1 mile, and ½ mile before actually going though [redacted] (PVK) toll plaza.

If a traveler uses a New Jersey E-ZPass plaza without an E-ZPass account the fee is $50.00 plus the amount of the toll but after research we see that this is Mr. [redacted] first violation so as a one-time courtesy we will refund the violation fee in the amount of $50.00 to Mr. [redacted] in the form of a check. The refund will be mailed to the address we have on file.

No further action is needed in this matter.

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.

While I am pleased that I will get a refund, I'd like to point out that the toll plaza in current state is dangerous. I don't understand why the gate itself cannot be labeled "EZ Pass only" as is the case with most other toll plazas. Even if drivers see signs before reaching the plaza, the gates are built so that they will be confused and hesitate at the last moment which lanes to enter.

Review: I am an Easy Pass tag holder, I was unaware of my account being without good standing. I was sent ONE notice of a $56.00 collection, in which I spoke with a collection agency about. My mother then receives a US Postal service mail box of Ezpass violations. With 3 notices saying I have untill 4/9/15 to pay my these violations, or they will be sending my account to collection and/or suspending the registration of the vehicle. THIS MAIL WAS RECEIVED ON 4/2/15, NO ONE AT THE EZPASS CENTER WANTED TO HEAR THE ISSUE. EACH TIME CALLED *AND THE TIME I CALLED ABOUT THE 56.00 COLLECTION* They stated this is soley my responsibility. This came from the supervisor

The collection agency was helpful and stated they would send a notification back to EZPASS about the isssue, but EZ Pass supervisors continue to deny that this is possible.

When logging onto to dispute a total of 5 violations due by 4/9/15. THE TOTAL IS ACTUALLY $9,818.20 on the website of NJ ezpass.

My mother is the registered owner of the car. But had no way of notification to MYSELF, THE EZPASS ACCOUNT HOLDER. Due to the date of receiving the mail. THE MAIL IS ALSO NOT POST MARKED.

I have never received mail to my address, IN WHICH IS CORRECT WITH THE EZPASS ACCOUNT REGISTERED WITH THE CAR,, in regards to cancellation of my account, or these violations.Desired Settlement: Payment of TOLLS, not fees. As stated I was an Ezpass cutsomer, WITHOUT notifications of these violations. NO LETTER was received from EZPASS about suspension of my account, OR more fees than $56.00.

My mother did not received these violations Via mail untill 4/2/15. And these was no possible way for us to dispute charges.

I'm willing to pay the toll amounts, because as per the ezpass agreement, That is my responsibility. But threatening letters without proper contact to the EZPASS account holder, is not a proper business practice.

Business

Response:

We are in receipt of Mr. [redacted] response. We left a message on his voice mail at number ###-###-#### on 5/1/15 advising to give us a call back. We have also included our contact information in the email we sent to [redacted]@gmail.com. Please have Mr. [redacted] contact Bertram Nipper at ###-###-#### or via email at [redacted]. Until we hear back from Mr. [redacted] we consider this complaint closed.

Review: I paid an EZPASS toll through a transponder, but was charged a fine by EZ PASS Nwe Jersey for not paying the toll. I sent in the transaction data from my EZ PASS account as proof I paid the toll, but only received a reply from EZ PASS New Jersey telling me to pay the fine and to send in evidence I had an ezpass to waive the administrative fee of $25. The reply made no account of me previously sending in my transaction history that not only proved I had paid the toll but proved I had an EZ PASS account.Desired Settlement: I want EZ PASS New Jersey to revoke the toll fee they say I owe and the administrative fee.

Business

Response:

We are in receipt of complaint [redacted] for [redacted]. On 12/24/2014 we recevied an email from Ms. [redacted] attached was her account history showing toll transactions from 10/2014 to 11/2014 (please see attachment). Per our email (also attached) we did not see the toll in question being charged to her account. We informed Ms. [redacted] via email that In order for us to waive the violation fee of $25.00 I would need a payment in the amount of $4.00. If the violation is not satisfied within a timely matter the violation will go to a collection company and then at that point the violation fee of $25.00 plus the toll amount of $4.00 will be due.

Consumer

Response:

Review: [redacted]

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 $4. 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 failed. Once 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 do. New Jersey EZPASS has continued to be unhelpful in resolving a matter that is their fault, and for which I have had to waste my time. Their 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,

Business

Response:

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.

Review: I used an ezpass to travel through NJ on three counts the machine failed to pick up my ezpass tag. I did not know that I could dispute the charges so I paid the $130.95 fine for $5 worth of tolls and their website charged me 7 times. I had to spend 5 hours of my personal cell phone minutes to get the charges off my bank account, then my fiance paid on his credit card and it went through and the violations said they were paid. Now a couple weeks later their payment long since posted to my fiance's account and has been paid they are saying the violations are still open so I called and they wanted to charge me another $5 because I gave them my tag number, they took my credit card number and then told me to call back in half an hour. I want this dispute taken care of I already paid the 130 dollars for the violations I do not want to pay any more money, nor do I EVER want to pay another dime to ezpass for their terrible business practices or their terrible customer service who when I told they had charged me 7 times said it hadnt posted to their account even 24 hours later and would not give my bank permission to take the charges off my account which had been completely emptied of funds.Desired Settlement: I just want this to be over you got your outragous sum of money 130 dollars for 5 dollars worth of tolls I have the bank statement that says you got your money from my fiance's account if you want it.

Business

Response:

We are in receipt of complaint [redacted] for [redacted]. Per research of the three violations we

received one payment in the amount of $5.95 for the tolls. We waived the 130.00 in violation fees. In order to be able to investigate the issue further, please have [redacted] fax a copy of her statement to [redacted] Attention [redacted] showing that a payment of $130.95 was made to New Jersey E-ZPass so that we can further investigate the claim.

Review: On 1/15/2013 I closed my EZ Pass account and requested a refund for $21.05. On 11/10/2015 I was notified that I owed NJ EZ Pass $41. The device was returned and confirmation number for this request/process is [redacted].Desired Settlement: I don't care about the $21.05, but I refuse to pay the $40+ in collections. I just want the collection account corrected and written confirmation of this correct in-case this balance hits my credit.

Business

Response:

We are in receipt of complaint [redacted]. Per our research of the account confirmation number [redacted] is acknowledging that we received Cortland Drew’s email requesting the account closed not that we received the E-ZPass device. As of 11/24/2015 we have not received the device assigned to the customer’s account which is why the customer’s account remained open. As a courtesy we will waive all collection and device fees along with the negative balance. As of 11/24/2015 Cortland Drew’s New Jersey E-ZPass account balance is $0.00. We would like to apologize for any inconvenience that this may have caused.

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: When New Jersey EZ Pass merged with delaware (which I purchased my EZ pass through, they sent this letter to the wrong address and I was unaware, now I have been charged $1 a month service fee for over a year, which I did not notice as I rarely use my EZ pass since I moved to PA. Now, when I call to cancel, they cannot verify that I will not continue to get charged this as I need to send the transponder back and they will keep billing me indefinitely. The person I spoke to was very rude and unhelpful.Desired Settlement: I would like the remainder of my balance to be refunded immediately ($35), and my credit card to be erased. Furthermore, I should be refunded the $12 in service fees that I was getting charged for no reason.

Business

Response:

We are in receipt of complaint [redacted] for [redacted]. We left a message for Mrs. [redacted] on 8/18/2015. Per research, while Mrs. [redacted]’s account was with Delaware River Joint Toll Commission she was always charged a service fee and continues to be charge after the merge with New Jersey E-ZPass. The only new charges Mrs. [redacted] incurred after the migration are statement fees. These fees are charged so customers can continue to receive their statements monthly. The charged consists of $1.00 every other month.To date Mrs. [redacted] has been charged $8.00 in statement fees from 5/30/2014 to present. As a courtesy we will refund the statement fees totaling $8.00 back to the account. As of 8/20/2015 we received the device that was assigned to Mrs. [redacted]. As of 8/21/2015 Mrs. [redacted]’s E-ZPass account is now closed and she will receive a refund in the amount of $42.22 if no new tolls post to her account. We would like to apologize that Mrs. [redacted] was unaware of these fees as well as for any inconvenience. We also want to thank Mrs. [redacted] for bringing to our attention her experience with our agent, we 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,

[redacted]

Review: I received a NJ EZpass violation letter in the mail, they show a picture of my vehicle and they claim that I went through an EZ pass lane and did not pay the toll on 12/20/14 at 12:34 pm. I agree that I was traveling on the GSP on that date and time yet I paid cash at each toll booth that I went through. I am not an EZ pass user so I never use a EZ pass lane. I sent them a letter stating that I paid cash in the question toll booth but I never thought of asking for a receipt. They were kind enough to send a photo of my vehicle but sorry to say their photo proves nothing to me or to them other than I was at their toll station. I researched online and this seems to be common practice for the NJ EZ Pass system, seems to be a bit unethical. I am not paying their supposed violation. I was traveling with three other people in my vehicle and we all can agree that all the tolls were paid, I would like for the NZ EZpass to remove this violation and stop sending me letters. Thank you.Desired Settlement: I would like for the NJ EZ pass to remove this violation and stop sending me letters.

Business

Response:

We are in receipt of complaint [redacted] for [redacted]. Per our records we see that the patron received a violation for using the Express E-ZPass lane at the plaza location Raritan South lane 17 south. On May 6, 2005 Express E-ZPass lanes were implemented on the Garden State Parkway (GSP) at the Raritan South toll plaza, lanes 15S through 19S, southbound. These lanes are located on the far left of the toll plaza for southbound traffic. The express E-ZPass lanes enable drivers to maintain a highway speed of 65 mph while the toll is automatically deducted from their E-ZPass account. The cash lanes are situated to the far right of the toll plaza and are separated from the Express lanes by a concrete barrier that extends well before entry into the plaza. I believe that you paid your toll at the plaza preceding Raritan South and that you may have inadvertently gone through the express lane at Raritan South.We will waive the violation fee of $50.00 as a one-time courtesy if a payment for the toll is submitted in the amount of $1.50. The payment for the toll can be paid by calling our customer service at ###-###-#### or by sending payment via mail in the form of a check or money order for the toll amount only. The payment should be sent to the follow:New Jersey E-ZPass Customer Service Center [redacted]Attn: Operation Department No further actions are 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], although I know I paid the toll on that date and time, I will accept their resolution to this matter

Regards,

Review: We own a small travel trailer that we sometimes have in tow behind our personal vehicle. We contacted EZpass when we purchased it to make sure we could go through the toll lanes using our current tag, to which they said yes. We did this beginning in Aug. 2011. I thought the tolls were high at the DRJTBC toll originally but believed it was because of the trailer. This Aug, after going over a NY bridge with the trailer I realized the DRJTBC must be wrong since it was more than the bridge. Upon going to their website I saw a notice that at times they wrongfully charged those traveling with travel trailers and campers as tractor trailers. The difference in tolls is $16(what we had been charged 10 times over the past 2 years) to $2(the correct amount for people in my situation, and what I now pay when I got through the toll in the cash lane to pay, w/receipts to prove this) I then noted 3 other charges that appeared incorrect going back through my statements, two for $30 and one for $12. I contacted EZpass to dispute these charges, all at PA tollbooths. EZpass PA would not talk to me as my account is in NJ and EZpass NJ could not look at footage and had to send it to PA. They originally told me it would take 7-10 business days. This has been going on for 1.5 months now. I have told them to ignore all but the $16 charges as I understand the time period is a problem. Each time I call I seem to get different answers as to what is going on and when the complaint was actually filed. I have asked to speak with supervisors and am always told they will call me in 24-48 hours. Nobody has EVER called me back. During the last phone call I was told we were driving a commercial vehicle because she could pull it up on one of the NJ tolls we went through on another date, however looking at the charge for this instance we were not charged as a commercial vehicle at all. I was also told that EZpass lanes are different from cash lanes. The information does not match up.Desired Settlement: I am looking for my EZpass account to be credited $140. This is the difference between the $160 I paid at the DRJTBC when traveling with my travel trailer and the $20 I should have paid. I understand the 3 other charges will not be adjusted which I accept since they are different amounts and not the result of a continuous fault in the system.

Business

Response:

We are in receipt of complaint [redacted] for [redacted] on the behalf of [redacted]. Per notes on the account as of 10/2/2013 a credit of $94.00 was given to Mr. [redacted]’s account for tolls that posted to the Delaware River Joint Toll Bridge Commission (DRJTBC) for the following dates:

4/28/12 ($14.00), 6/07/12 ($14.00), 7/12/12 ($14.00), 4/14/13 ($10.00), 5/24/13 ($14.00), 6/7/13 ($14.00) and 7/12/13 ($14.00)

Also, an additional credit of $56.00 was given to Mr. [redacted]’s account on 10/10/2013 for the following dates:

5/25/12 ($14.00), 8/31/12 ($14.00, 9/28/12 ($14.00), and 2/16/13 ($14.00)

We apologize for any inconvenient that this may have caused. If Mr. [redacted] has any other questions, concerns, and or comments please have the customer contact our service center at ###-###-####.

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: On two different occasions in February 2015, I called and spoke with an EZPass NJ customer service rep. and I requested the balance for ALL violations on my EZ PassNJ account. I was told that ALL of my violations were with an outside collections agency ([redacted]) and I was given the phone number to call and take care of the balance with them. (There were three violations, one in 2004 and two others in 2011.) In March 2015, the ALL outstanding balances were paid regarding ALL EZ Pass NJ violations. I called back in June to request reinstatement of EZPass and was told that I there was another violation on my account. I asked what the violation was for and I was it has been on the account since 2006. I questioned why I was not informed of this back in February when I first called and no one could give me an answer. There was no explanation as to how a 2004 and 2011 violation was sent to an outside collection agency but the 2006 violation remained in-house with EZPASS! Requested to speak to a manager and was called back in 4 days by a supervisor (Steve) who said he would waive the $25 fee but that I would have to pay the $.25 toll. And instead of sending in a check, he would find out how I could pay with a bank card and call me back. I have yet to hear back from Steve and I have called EZPASS NJ several times and cannot get in touch with ANY managers or supervisors. Now when I call EZPass NJ, I am told about that I still owe the violations that have already been paid to the collection agency. EZPass records are either not up-to-date or just plan wrong!!!Desired Settlement: I want to know exactly how each and every customer service rep. I have talked to since March 2015 states that I have a violation from 2006 but reps I talked to in February said the only violations I had were sent outside to a collection agency.

Business

Response:

Per conversation with Ms. [redacted] we took a payment for the violation toll only over the phone in the amount $0.25. The violation fee was removed from collections and dismissed as a courtesy. No further action is needed.

Review: I frequent the parkway and there are tolls that when you put in the exact change specifically dimes and nickels it does not register, I sent a written complaint 7-16-2014 about the on going issue but due to this I have gotten approximately $1500 in administration fees and have paid tolls twice. These toll booths are Union, Essex, Bergan, Paramus, East Orange, South Orange and Clifton.Desired Settlement: I would like all administrative fees associated with my vehicle [redacted] NJ license plate to be refunded. I will gladly pay any toll that I did not pay or did not register but I would like all administrative fees waived from 3-22-14 until 6-25-2014

Business

Response:

We are in receipt in complaint [redacted] for [redacted]. Per research of plate [redacted] we see the patron received multiple violations in the coin machine lanes and per the Garden State Parkway advised that [redacted] was not depositing the correct toll amount. Also, [redacted] received violations in E-ZPass lane(s). If a non E-ZPass customer uses an E-ZPass lane the patron will incur violations and is responsible for violation fee(s) plus toll(s) paid in full. The total amount owe by [redacted] is $2349.00. As a courtesy the amount was reduce to $1191.00. Please have [redacted] contact us at [redacted] speak to [redacted] to satisfy amount due or payment can be sent to New Jersey E-ZPass Customer Service Center at [redacted] Attn: Violation Department.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I used exact tolls and cash lanes only 2 times in March did I make the mistake of using EZ-Pass and those violations were reversed. I have always paid the toll and at times paid double and I still dispute the violation charges. I will pay any toll but I would like all administration fees reversed from March 2014 until June 2014. I travelled mostly to Bergan Regional because my fiancé tried to commit suicide a year ago and is learning how to walk again. My car was totaled on June 25, 2014 and again I kindly request to have all Administration fees reversed

Business

Response:

We are in receipt of the [redacted]’s response. We do offer non-E-ZPass customers a one-time courtesy to dismiss one violation however, our record reflect that [redacted] has a total of 39 open violations that were incurred because either the patron used an E-ZPass lane while not an E-ZPass customer and the exact amount was not place in the basket upon exiting the toll plaza. Per our first response the Garden State Parkway Authority validated that [redacted] did not place the exact amount in the toll basket. Also, we were allowed by the Garden State Parkway Authority to offer a settlement of $1191.00 from the full amount of $2349.00. However, we will resubmit [redacted] request to have all of the violations fees waived. We will be in contact with [redacted] using the information provided in the complaint and if [redacted] has any concerns of question she can contact [redacted] at [redacted]

Review: I am contacting you today because I had tried to reactivate an EZPass account online and was told that my account has been suspended and to call EZPass' Customer Service. On 5/7/14 I contacted EZPass to see what was needed to reinstate my account. I was told by Customer Service that I had a violation in 2009, and that all I needed to do was to pay the $68.21 balance that was held by [redacted] collections and wait two weeks for my account to update,. At that point, my account would be reinstated. I called [redacted] immediately and paid the balance. Two weeks later I contacted EZPass to check the status of my account. I was told that the update hasn't been received in their system yet, but that my account would now have to go into review prior to being reinstated. I was surprised because I was not told this prior to paying my balance. On 6/5/14 I contacted EZPass again, and was told that my account would remain suspended. I filed an appeal, and was told that I would have to sign up in another state .

I dispute this decision as I was initially told by EZPass that my account would reinstate two weeks after I paid my balance. I was not told prior to satisfying my balance that my account would not be able to be reinstated.Desired Settlement: I would like my EZPass account reinstated.

Business

Response:

We are in receipt of complaint [redacted] for [redacted]. First, we would like to apologize for any inconvenience that this may have caused. We have attempted on multiple occasions to contact Mr. [redacted] in regards to his complaint. Please advise Mr. [redacted] to contact [redacted] at ###-###-#### so that we can resolve his complaint.

Review: I had an ez pass account- My credit card in file expired and rather than notify me in writing at my home address that the billing information needed to be updated they just put me into collections. The balance was immediately paid and ez pass will not even discuss the matter of my account, there customer service reps are rude and unprofessional.Desired Settlement: An apology, their buisness practices changed so they don't do this to anyone else, my account reinstated & their customer service department should be forced to attend training on customer relations.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

While I do not disagree with anything listed in the message from EZ pass I want to increase awareness that not everybody uses their system everyday- I travel infrequently to their toll roads so a "low balance" notification means little to me.. People change email addresses frequently and this should be taken into consideration before just dropping someone into collections. Had I been notified via USPS mail this whole misunderstanding could be avoided. Saying "I'm rejecting" their reply seems silly at this point- I just want an awareness and statement made... Poor business practice. Thank you for your time and attention to this matter.

Review: I was sent a violation for a toll that I not only paid but the light for the lane was on and there was no worker for.

Business

Response:

We are in receipt of complaint [redacted] for [redacted]. Per research of the violation in question [redacted] Mr. [redacted] incurred this violation by using an express E-ZPass lane. On May 9, 2005 Express E-ZPass lanes were implemented on the Garden State Parkway (GSP) at the Toms River toll plaza, lanes 6N and 7N, northbound, and 10S and 11S, southbound. These lanes are located on the far left of the toll plaza for northbound and southbound traffic. The express E-ZPass lanes enable drivers to maintain a highway speed of 65 mph while the toll is automatically deducted from their E-ZPass account. The cash lanes are situated to the far right of the toll plaza and are separated from the Express lanes by a concrete barrier that extends well before entry into the plaza. I believe that you paid your toll at the plaza preceding Toms River, but no toll was paid at this plaza in the express lane because the express lane there are not toll booths and that you may have inadvertently gone through the express lane at Toms River.

Review: When I lived in NJ I had EZ Pass. I was charged for a violation for insufficient funds but I had automatic withdrawal so that could not happen. When I called them, they said it was a mistake, that I did have sufficient funds and to write a letter to get a refund. I did that several times with no refund. Also, when I closed my account and moved out of the state, they said I had a balance that would be sent to me. It has never been sent. Several letters have been sent and the last even stated that I will file a complaint to get the money that I am owed. No communication from them has occurred. I would like the $50 from the violation and the balance on my account.Desired Settlement: $50 plus balance of my account when closed.

Business

Response:

We are in receipt of complaint [redacted] for [redacted]. Unfortunately, without Mr. [redacted]’s account or violation number we are unable help Mr. [redacted], but in order to be of better assistance we left message for Mr. [redacted] to give us a call back. No further actions are needed.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Info requestedViolation number [redacted]Account number. [redacted]

Regards,

Business

Response:

We are in receipt of Mr. [redacted]’s response. The reason why Mr. [redacted] received a violation was not due to the account balance but due to the license plate that received the violation. On the date of the violation 1/10/2015 no device was scanned in the lanes and the license plate that received the violation was not on Mr. [redacted]'s account. Since, the license plate in question was not on Mr. [redacted]’s account therefore, violation [redacted] was issued. As of 10/2/2015 we have submitted paperwork to expedite the refund in the amount of $50.00 in the form of check for the violation fee paid by Mr. [redacted]. Please allow the refund check 7 to10 business days. Also, Mr. [redacted]’s New Jersey E-ZPass account was closed and then refunded in the amount $18.54 on 7/29/2015 to the visa credit card we had on file. We would like to apologize for any inconveniences that this may have caused.

Review: E-Z PASS HAS SEND CANCEL MY ACCOUNT WITHOUT SENDING ME ANY NOTIFICATIONS BY EMAIL, I GET THEIR STATEMENT BUT HAVEN'T RECEIVE ANY E-MAILS REGARDING MY ACCOUNT BEING CLOSED, I MOVE TO FLORIDA A YEAR AGO AND NOW THE ACCOUNT IS REVOKED, THEY ARE NEGLECTING TO PROVIDE MY INFORMATION OR ANY SERVICES , THEY HANG UP THE PHONE SAYING I M NO LONGER WITH THEM.Desired Settlement: I WOULD LIKE TO KNOW WHAT ARE THE CHARGES AND FOR MY ACCOUNT TO BE REINSTATED , AND ALSO FOR ANY FURTHER DAMAGES THAT THEY HAD CAUSE TO MY CREDIT TO BE ERASED, THANK YOU

Business

Response:

We are in receipt of complaint [redacted] for [redacted]. Per research of the account we see that the last payment was made on 2/19/2013 in the amount of $25.00 leaving a negative balance of $.50. We see that in the complaint Ms. [redacted] advised that she received statements from us via email at [redacted]. All statements are sent to the customer to show the customer’s activity; including account balance, travel history, payment history for customer’s statement cycle. This information is provided for the customer to review what is happening with their account also we sent a warning letter stating that her account has been negative for 60 consecutive days and that she would have another 30 days to update the account so that it will not be sent to a collection company on 9/7/2013. Ms. [redacted] could have also checked her account information via the New Jersey E-Z Pass Website. Subsequently, a payment was not made and Ms. [redacted] account was sent to the collection company on 10/8/2013.

In order to have her account removed from collections and to be reinstated Ms. [redacted] will have to first satisfy the negative account balance by making a payment in the amount of $42.50. However, if Ms. [redacted] returns device [redacted] we will credit her account in the amount of $9.00 leaving a balance of $33.50. Once the payment is received Ms. [redacted] can then ask to be reinstated.

A payment can be made via check or money order. It should be made payable New Jersey E-Z Pass and mailed along with the device(s) to:

New Jersey E-Z Pass Customer Service Center

Attn: Operation Department

Also, we would like to inform Ms. [redacted] that the license plate(s) on her account has since incurred violations. New Jersey plate [redacted] currently, has 4 open violations. Please below:

[redacted] $50.00 Fee / $.50 toll

[redacted] $50.00 Fee / $.50 toll

[redacted] $50.00 Fee / $1.50 toll

[redacted] $50.00 Fee / $1.50 toll

The total amount due is $204.00. If the violations stated above are not handled within a timely manner they will also be forwarded to a collection company. The violations in question can be satisfied with a payment via credit card by calling ###-###-#### or if Ms. [redacted] prefers to mail a check or money order it should once again be made payable to New Jersey E-Z Pass and mailed to:

New Jersey E-Z Pass Customer Service Center

Attn: Operation Department

Review: I have been an EZ Pass holder since January 6, 2008. At that time I called to purchase an EZ Pass once my job took me from Connecticut to New York. Upon receipt of my first statement, I called in concerned that I had a “New Jersey EZ Pass.” I was told that there is “no difference and they all work the same.”

I recently moved back to Connecticut and was told by another EZ Pass holder that there are discounts on the [redacted], so I called EZ Pass to inquire. The EZ Pass representative told me that there are no discounts offered for that bridge. After I got off the phone with her I went on the MTA website and found more information on toll discounts. So I called a different number (NY EZ Pass) to inquire. I was told, there are in fact discounts but I do not have the correct EZ Pass and need to sign up for a new one with New York. I then called NJ EZ Pass again to get clarification and was told that a supervisor would call me back within 24 hours to speak with me - no one ever returned my call.

Almost 6 years later, I find out that not only are the companies completely separate, but discounts apply to tolls based only on which EZ Pass you possess. Consequently, in 2013 I have been paying an additional $2.17 per trip each time I crossed the [redacted].

I think it is criminal for a customer to place multiple calls to a business asking about potential discount opportunities and for the representatives to withold information about the other EZ Passes. I have never lived, nor worked in New Jersey and for me to have their EZ Pass makes no sense. I’ve been completely misled by the lack of information on their websites and through their customer service personnel and as a result, have been forced into paying a higher rate for nearly 6 years of using the product.Desired Settlement: $295.37 refund

Business

Response:

We are in receipt of complaint [redacted] for [redacted]. Per notes on the account dated 3/7/2008 [redacted] was advised to check with New York E-ZPass for discounts traveling within New York to see if there is a plan that she could take advantage because she felt that her replenishment amount on her New Jersey E-ZPass account was high. As of March 3, 2013 Metropolitan Transportation Authority bridges and tunnels ([redacted]) elected to raise the toll rates for all non e-zpass and non-New York E-ZPass customers.

[redacted] discounted rates apply only to customer tags issued by New York E-ZPass Customer Service Center (This includes: MTA Bridges and Tunnels, Port Authority of New York and New Jersey, New York State Thruway Authority, the Buffalo and Fort Erie Public Bridge Authority (Peace Bridge), and New York State Bridge Authority). Non-NY E-ZPass customers will pay cash or Toll by Mail rates. Anyone, regardless of residency, can apply for a New York Customer Service Center-issued E-ZPass tag. Visit www.ezpassny.com for more information or call [redacted] (8655) to use their automated system for account inquiries and general E-ZPass® New York information.

[redacted] is a New Jersey E-ZPass customer and is not eligible to receive the discounted price of $5.33 on [redacted] roadways. We see that [redacted] has returned all device(s) and requested that her account be closed. [redacted] will receive a refund in the amount of $108.75 to the credit card on file. We apologize for any confusion that this may have caused.