EZ Pass New Jersey

Review: On 7/15/14, EZ Pass NJ charged my account $30.00 for a $1.25 toll because my personal vehicle was billed at a tractor trailer rate. I called them on 8/7 and was told a credit of $28.75 would be issued to my account; however, an error was made and only $26.00 was credited back. This was because they charged me at the full toll rate instead of the discount rate I receive through my bridge plan. I called back and spoke to a supervisor,[redacted], who said she would issue the additional credit of $2.75 for this occurrence and would also issue credit for a second occurrence where I was charged at the tractor trailer rate. [redacted] issued the credit for the other occurrence; however, she forgot to issue the additional $2.75. I've called back several times since then and have left her two voicemails, but have still not received the remaining $2.75 I am owed.

Since this issue occurred, I have had to contact EZ Pass 10 times! and have still not received resolution. I have spent over 90 minutes on the phone because their system was down several different times, supervisors are never available and do not return calls, and reps do not log tickets and escalate issues. They will only put me on hold for an extended time then tell me to call back because no supervisors are available and there is nothing they can do. This last time, I spent over 20 minutes on hold for a supervisor, only to be told to call back later which was the same thing I was told the time before. Also, the EZ Pass online customer service team does not help at all and contradict what is promised by the phone reps. They wait over a week to respond then send generic emails with no signature. There is no accountability or communication between the customer service teams. Though the phone reps are better at trying to help, their lack of follow through and poor systems make them ineffective as well.Desired Settlement: 1) I want the remaining $2.75 credited back to my EZ Pass account for the overcharge on 7/15.

2) In addition, I want controls put in place to ensure my personal account is not fraudulently charged with commercial rates again. I can't have my time wasted every few months trying to get credits for charges they should know are not correct or authorized. This has happened to me personally twice so far this year. And several EZ Pass reps told me this is a known and common issue on the Delaware bridges. Truckers are tailgating cars which cause the truck tolls to be billed to the personal vehicles. Yet no controls are in place to prevent this, no warnings are issued to drivers to watch for this, and customers are given a constant runaround when they try to get a credit for the fraudulent charge. Proper billing controls, communication to watch for tailgaters on their website, and proper customer service systems & processes should be put in place to prevent this from happening.

Business

Response:

We are in receipt of complaint [redacted] for [redacted]. Per research on the account we see that [redacted] was approved for credit in the amount of $28.75, but only $26.00 was applied to her account. As of 9/24/14 per conversation with Ms.[redacted], her account was credited the remaining $2.75. Also, we will like to advise Ms. [redacted] we do not have anything in place to watch tailgaters in the toll lanes. Each state runs their E-ZPass system differently. This is why we advise our customers to view their statements for any discrepancies. We would like to apologies for any inconvenience that this has caused. If Ms. [redacted] has anymore questions or concerns she can call our customer 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: I moved to Texas on May 16, 2014 and I emailed 2 EZ Pass Transponders back to NJ EZ Pass on May 21 which they received on May 23. For the last 3-4 weeks my account has been in a pending/closed status, nobody can tell me when to expect my refund even though it has been over 30 days since they received my transponders. I called this morning on 06/27/2014 and I was told the refund to my credit card would be processed today, I called again in the afternoon and I was told they can't give me a timeline but most likely 7-10 business days. I have a feeling they will never return my money which is why I am filing this complaint. My account number with NJ EZ Pass is [redacted], the phone number they have on file is ###-###-#### and the address is [redacted]. Please help me get my refund back as soon as possible, I have received my security deposit, cable refund, and insurance refunds weeks ago, there is no reason why NJ EZ Pass should take over a month to refund $27.95. Thank you

Business

Response:

We are in receipt of complaint [redacted] for [redacted]. First, we would like to apologize for the delay of Mr. [redacted]’s refund. As of 7/1/2014 $27.95 was refunded back to Mr. [redacted]’s credit card on file. No further actions are required and once again we would like to apologize for the delay.

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 been trying to get my NJ E-ZPass account corrected for well over 6 months. Prior to Jan 1st of this year, I was living in NJ and commuting to DE on a daily basis. As such, I enrolled in the Delaware River Bridge Authority (DRBA) Commuter Discount Plan. Per website: "This commuter discount plan entitles E-ZPass users, enrolled in the plan, to 25 trips on the Delaware Memorial Bridge at $1.00 per trip, when taken within a 30 day period. Under this plan 25 trips must be used within the 30 day period. Unused trips will be billed to the account at a rate of $1.00 per trip. The 30 day clock begins the first time the tag is used after enrollment. A new plan cycle will begin with the first use of the tag after the completion of 25 trips or the end of the previous 30 day commuter plan cycle, whichever comes first. The plan can be suspended a maximum of four times per year for a minimum of seven days per suspension."

After moving from NJ to DE, on three separate occasions in Feb, Mar and May of this year, I was billed for the unused portion of the discount plan. The first in Feb I take full responsibility for as I forgot to remove the plan from the account, but requested the discount be removed thereafter. When I noticed I was billed again in Mar, I called customer service. I was informed since it was removed mid-cycle, there was nothing that could be done. So I again relented, agreeing to pay the difference. Despite that conversation, I was again billed in May for the unused portion. When calling customer service, I was again told it was not removed until mid cycle, which was the same explanation I received when I inquired about it in Mar from the request to remove it back in Feb. Since then, I have submitted several requests/claims to E-ZPass to get this corrected, only to be told the claim has been denied. It has taken weeks at a time to get a callback from a supervisor, the last of which someone said they have no record of my earlier requests to remove the planDesired Settlement: Ideally I would like to be reimbursed for the 3/27 charge of $23 and instead, bill me for the individual trips that cost $4/ea. At the very least, reverse the 5/2 unused portion fee of $23 and again bill me $6 for the difference of the 2 trips.

Again, while I understand and take responsbility for the first instance, the midcyle logic was questionable when they simply could have billed me at the current rate. In either instance, their failure on several occasions to effectively remove the discount plan per my requests has resulted in my being billed $75 for 7 trips over the Delaware Memorial Bridge, which would amount to $28. Objectively speaking, that is an incredibly poor business practice.

Simply put, E-ZPass should owe/credit my account $34. This is $46 total from Mar and May less the additional $12 I would owe them for the 4 trips made. Please keep in mind, I have already paid $1 for each trip. I would be more than happy to provide statements.

2/14 - $22

3/27 - $23

5/2 - $23

Business

Response:

We are in receipt of complaint [redacted] for [redacted]. Per research of Mr. [redacted]’ account we see that unused commuter trips were charged on 3 different occasions. The 1st charge was on 2/14/2013 which covers trip dates 1/6/2013 to 2/4/2013. Another unused commuter trip was charged on 3/27/2013 which covers trip dates 2/16/2013 to 3/17/2013. The last unused commuter trip was charged on 5/2/2013 which includes trip dates 3/24/2013 to 4/22/2013. We did receive a phone call from Mr. [redacted] on 4/1/2013 however, at that time the plan was already in effect due to the customer use of the Delaware Memorial Bridge on 3/24/2013 which initiated the plan. The customer is not eligible for a credit but on the behalf of Mr. [redacted] we explained the situation to The Delaware River & Bay Authority (DRBA) and they have granted the customer‘s request. The customer’s account will be credited $50.00 for the charges on 3/27/2013 and 5/2/2013. We will charge the customer’s account the full toll rate of $4.00 totaling $16.00. This will give Mr. [redacted] a credit of $34.00.

Also, we would like to inform Mr. [redacted] that his account is now in a revoke status. Which means that his account was negative for 90 consecutive day and at which point his device(s) where deactivated, account closed and sent to a collection company for $-20.64. Once an account is closed due to this status the customer is not allowed to establish another New Jersey E-ZPass account. Per Mr. [redacted]’ complaint we see that he has received all of his statement informing him of his account balance. However, because of the approved adjustments the current balance on the account is $13.36. Mr. [redacted] will receive a refund in the amount of $13.36, the account will be removed from the collection status and if he returns device 02206546494 we will refund him an additional $9.00. Mr. [redacted] can mail or bring the device into one of our 3 customer service centers at:

If Mr. [redacted] has any questions or concerns he can call our customer service center at 1-888-AUTO-TOLL (1-888-288-6865).

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: I was sent a violation notice in October 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. I wrote a letter informing them of dates when there machine failed to show that the toll was paid (This is a common occurrence) as well as a check for the toll which they cashed. They sent the same violation notice but that they still wanted ($50.00*2=$100) for administration fee for a $0.50 cent toll. Every toll I went through on those days were 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 feel I am being strong armed. The only violation here is the violation of my rights.Thank you for listening.Desired Settlement: I will repay the toll but not the service fees

Business

Response:

We are in receipt of complaint [redacted] for [redacted], per our research we see that the patron recevied 4 violations on the [redacted]). Per [redacted] they advised that either no toll was depositied or the incorrect amount was depositied into the toll basket for the violation dates below:

Agency Notice # Txn Date Time [redacted] 10/2/2015 10:31 [redacted] 10/4/2015 11:27 [redacted] 10/13/2015 11:09 [redacted] 9/18/2015 22:25As a courtesy we waived the fee for violation [redacted] when Mr. [redacted] submitted the violation toll amount. We also received payment for violation toll for [redacted] and as the last courtesy we will waive the violation fee for that violation as well. However, that will be the last courtesy for Mr. [redacted]. Why did we check with violations maybe someone inviolations can call him to explain? The patron is responsible for the violation fee and toll totaling $100.50 for violations [redacted] and [redacted] Highlighted above Payment can be paid by check or money order made payable to

New Jersey E-ZPass violation center

And mailed to:New Jersey E-ZPass Violation Center [redacted]

If Mr. [redacted] wishes to pay with credit card he can call the violation department at ###-###-####

Review: I sent back to EZPASS NJ four old EZPass tags. The package was shipped on 5/9/2015 via [redacted] with the following tracking # [redacted]Desired Settlement: Remove tags associated with my account that are no longer in use.

Business

Response:

We are in receipt of complaint [redacted] for [redacted]. We show no record of the devices being returned and tried to track the package but unfortunately [redacted] is requiring additional information which we could not provide. On 9/10/15 we contacted [redacted] to discuss this matter with him but he was unavailable so we left our contact information for him to return our call at his earliest convenience.

Review: my family has use my vehicles for trip and I had a charge from ez-pass to my license plate they have send them the information for them to charge the account and even call them. they keep coming after me due that I cancel my account a few years ago due to customer service is so bad. now that they won't charge the account for the told because is my plate they send me to collections. so what can I do know this is getting a little crazy with this company trying to force people to pay $50 more because I refuse to use their service. come on help out the people and look into it.Desired Settlement: I want them to take me out of collection and to charge the account to the right information that was send to them 3 times already and just because I cancel my service don't mean that they could get away with this so please help me and have them stop trying to charge me for some thing I did not use or to take the payment that was already send.

I WANT TO BE TAKING OUT OF COLLECTIONS N NO DEBT OWN TO THEM.

Business

Response:

Per research of [redacted]’s account and violations. We see that on 11/13/2013 violation ([redacted]) was incurred for [redacted]. On 11/19/2013 the violation was satisfied via our website at www.ezpassnj.com. However, we see that [redacted] incurred other violations that were sent to the collection company. This happen because the violations were not handled in a timely matter. Currently, there are 4 violation in collections. The total amount owed in violations is 129.50. Below, is a list of all open violations:

[redacted] 8/1/2010 $26.00

[redacted] 8/1/2010 $26.40

[redacted] 8/9/2010 $26.35

[redacted] 7/3/2013 $50.75

These violations incurred because [redacted]’s account was negative for 90 consective days which resulted in his New Jersey E-ZPass account being sent to a collection company. We do not see any notes on his account advising that he wanted the account closed. Per our Terms and Conditions which is located on our website at www.ezpassnj.com the customer must contact us by calling, e-mailing or writing a letter requesting the closure of the account along with the return of all devices that are assigned to that account.

The current balance on the account is negative $107.35 but if [redacted] returns all 3 devices assigned to the account we will credit $21.00 for device [redacted], $21.00 for device [redacted], and $33.00 for device [redacted] leaving a balance of $32.35 which includes the remaining balance of $7.35 plus the $25.00 processing fee charged by the collection company .

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:

Business

Response:

Per research of the [redacted]’s account the credit card on file declined on 4/29/2010 at that point a letter was sent to the address on file advising that the credit card of file declined. At this time, a $10.00 tag deposit (per tag) was taken from his pre-paid toll balance, the credit card is then removed and the account was converted to a “cash” account. Being that the credit card information was never updated the account became negative due to tolls and service fees. New Jersey E-ZPass account’s with a negative balance for 90 consecutive days are charged the purchase price of all tags and the account is closed then sent to the collections agency. Mr. [redacted]’s account was sent to the collection company on 8/19/2010. Mr. [redacted] was also advised that his account was with a collections company when he called on 4/2/2011 per notes on his account. If Mr. [redacted] has any other questions or concerns please have him call [redacted] at [redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I send the tags already and I have never call them or never got any sort of mails telling me that I was turn into a cash customer at any point. so now with that say I like to know what is the balance so I can get over this ugly situation i'm in with this company. I like to get a final bill with out any sort of fees from collection due that I was never inform about changes in the account. I also will not call EZ-PASS to talk to anyone of them due to the fact that I have never call and by me reaching out to them now it would show that I agree with their balance and I don't sorry. also I like to thank you Revdex.com for you're help you.

Regards,

Review: I HAVE CONTACTED EZPASS OVER THIRTY DAYS AGO FOR REFUND AND THEY WILL NOT ISSUE IT I HAVE CALLED SINCE AND EMAILED AND I HAVE YET TO RECIEVE MY REFUND.Desired Settlement: MY 200 DOLLARS RETURNED

Business

Response:

We are in receipt of complaint [redacted] for [redacted]. Unfortunately, without his account number we cannot assist in resolving [redacted]’s concern. We left a message on 11/3/2015, for the customer but we have not heard back from [redacted]. Please have the [redacted] provide his account number, device number, or license plate(s). He can also contact us directly by calling [redacted] or via email at [redacted]

Review: On August 28th, 2015, I got a notice that a 205 dollar transaction was made through EZ-Pass. This was after I used EZ-Pass plus at JFK airport which costs 8 dollars. Of course I didn't authorize it because, what would I do with EZ-Pass that would cost so much? For some odd reason, I was never charged the days leading up to this incident the 25 dollars to refill the device for tolls and I thought it was an error and that they would take the money out, however when I saw this, I couldn't believe it. I called customer service and was directed to a represenative. I told her my situation and she was yelling, nasty and downright rude. This was when I was driving (I have a hands-free Bluetooth setup in my car) and my girlfriend was hearing this conversation and wanted to say something to her for talking to me like that. She explained something about the system causing this and that fees are calculated through some nonsense formula which presents a replenish amount that I have to pay when the balance goes on empty. After berating me, yelling at me, band being rude towards me on the phone, she offered to take my card off the account and pay when it's empty and as a courtesy, lower down the replenish amount to 25. She only took off my card and thought my replenishment amount was removed. I went to the website today and saw that the replenishment amount wasn't lowered. I present this to the Revdex.com due to the fact that the operator was disrespectful and did not receive the service I was offered. I am a college student that can't afford to pay a 205 dollar lump-sum whenever I am out of toll money and also don't deserve disrespect from a representative of this agency. All I ask is to pay 25 dollars when the balance runs out.Desired Settlement: I would like to go back to paying the 25 dollars through automatic replenishing whenever EZ-Pass needs to be refilled. I cant afford 205 dollars whenever It needs to replenished because like most people, I do not have that type of money to spend on tolls in a lump sum. I am a college student, law abiding citizen and someone who frequently drives for work, school, and for leisure. I really liked EZ-Pass before I called that morning and I think differently of them because of that one experience.

Business

Response:

We are in receipt of complaint [redacted]or [redacted], per research of Mr. [redacted]’s account the replenishment was increased due to the customer’s toll usage. Per the NJ E-ZPass Terms and Conditions which can be found on our website at www.ezpassnj.com, paragraph 3. d), periodically, a customer’s toll usage will be reviewed. If the monthly activity is above or below the current monthly payment, then the customer’s minimum monthly debit/credit card, cash or check payment will be adjusted accordingly and the customer will be notified on on their next scheduled statement. NJ E-ZPass sets the monthly replenishment amount to avoid multiple replenishments within the same month when possible. From 5/22/2015 to 8/22/2015 Mr. [redacted] used a total of $619.04 which is a monthly average of $206.34. Mr. [redacted]’s current replenishment amount at the time did not reflect his actual account monthly usage. This is why Mr. [redacted]’s account replenishment was change from $25.00 to $205.00. If Mr. [redacted]’s toll usage decreases over the next 3 months his average monthly usage will be re-evaluated and adjusted accordingly. If Mr. [redacted] doesn’t wish to have his credit card charged the current calculated replenishment amount he has the option to remove the credit card from his account and can make one-time payments as needed by cash, check or credit card. There is a $10.00 per tag deposit if a credit card is not associated with the account which is refundable upon either adding a credit card to the account or returning the tag to NJ E-ZPass.We reviewed the recorded call Mr. [redacted] made into our Customer Service Center and did not find the representative to be yelling, disrespectful or rude so we apologize if he felt differently but found the representative did try to explain the increase was due to his increased toll usage as stated above.

Consumer

Response:

I am rejecting this response because:I dont get why they went so far to defend their operator.

y [redacted]

Review: I received a violation from EZ pass stating I did not pay a toll on the Garden State Turnpike on exit 109 on day on my way to work. On the form that I received states I can dispute the violation if I disagree which is what I have done. I have explain to them that I did pay as I have always done on my way to work and have paid extra on some occasion due to non working toll booth and have never complained. I have written ez pass as well as called them at ###-###-#### where I have left several messages to return my call and no one have returned my call as of today. Now they are threaten to suspend my license as well as my no vehicle registration which I feel is unfair when I have faithfully paid my share of tolls and then some. I am requesting fair treatment and a response to my letters and phone calls. Please help me or advise me who can help. Thank you for your help in this matter...Desired Settlement: I would like a refund of all the additional payments I have made in the pass 2 years.

Business

Response:

We are in receipt of complaint [redacted] for [redacted]. Per research we see that [redacted] recevied three violations [redacted], [redacted] and [redacted]. These violations occurred in a automated coin machine lane. We see that violation [redacted] was paid in full. However, violation [redacted] and [redacted] are currently open. The violations were incurred because Ms. [redacted] did not come to a complete stop so not all of the coins made it into the basket but as a courtesy we will waived the the violation tolls and fees.

Also, we see that [redacted] called us on 4/5/2010 where we informed her New Jersey E-ZPass account was sent to a collection company. All statements and correspondences notification were sent to A[redacted]. Statements are sent to the customer to show their account activity; including account balance, travel history, payment history for customer’s statement cycle. Customers also can check their account information via the New Jersey E-Z Pass Website. Subsequently, a payment was not made and Ms. [redacted]’s account was sent to the collection company on 3/21/2010.

In order to have her account removed from collections she will have to first satisfy the negative account balance by making a payment in the amount of $83.67. However, if Ms. [redacted] returns device(s) [redacted] and [redacted] we will credit her account in the amount of $21.00 per device leaving a balance of $41.67.

A payment can be made via check or money order. Please write account number [redacted] on the check and it should be made payable to New Jersey E-Z Pass and mailed along with the device(s) to:

Review: Ez-Pass is attempting to charge me exorbitant fees for their equipment failure. History: Ez-Pass has been informed for months that a new license plate was associated with the existing transponder, but they never updated their database. As a result, for months, every trip was followed by legal notices threatening the cancellation of my drivers license and registration. As a fix, each notice was returned with the proper information filled out; the license plate, Ez-pass account #, and authorization to include the new plate number on the existing transponder. This went on for months and they had not updated their database.

Today, I have been issued "Carefully reviewed advisory Payment Requets" that states that "Your e-zpass transponder may not have registered at the time of the above referenced violation".

I fail to understand how this determination was made since the original contact was that the transponder did communicate properly but they simply did not have the correct license plate associated with the transponder.Desired Settlement: Given the transponder did not actually fail, and has not failed, I want e-zpass to remove this and future $50 administrative fees and continue to bill the ez-pass account like they have been doing since June 2013.

Business

Response:

We are in receipt of complaint [redacted] for [redacted]. Per research of his first complaint [redacted] in 2011 we advised “[redacted] paid two violations [redacted] and [redacted] but there were three that remain open which are violations [redacted], [redacted], and [redacted] for the New Jersey roadways. These violations were sent to collections after the fourth notice remained unpaid. New Jersey E-ZPass does not have any records of the violations that [redacted] mentioned in this complaint but they may be for the New York roadways that he claims have been paid. The total due is $9.30 for the tolls owed on the New Jersey roadways and as a one-time courtesy New Jersey E-ZPass will waive the administration fees in the amount of $75.00. Please have Mr. [redacted] send a check in the amount of $9.30 made payable to New Jersey E-ZPass. The check should be mailed to [redacted] 07114 Attn: [redacted].”

Then again in 2013 we received another complaint[redacted] we advise ” him to make sure that plate [redacted] is on his New York E-ZPass account and also, to ask if he needs to swap out the old device(s). Mr. [redacted] then informed me that he filled the back of the violations with his New York E-ZPass account information along with a check for the toll amount on the violation, also he would call NY E-ZPass to add the plate and get a new device if needed. Once we receive the violations with the payment for the tolls we will waive the administration fees.”

In both complaints we advise Mr. [redacted] that if he sends a payment in the amount of $9.30 we would waived the violation fee of $75.00 also in the last complaint we advise him to add the license to his New York E-ZPass account and as of 1/10/2014 the license plate is still not on his New York E-ZPass account and we have not received any payments. Therefore the violations remain open.

Once again If Mr. [redacted] sends a check in the amount of $9.30 made payable to New Jersey E-ZPass and send it to [redacted] NJ 07114 Attn: [redacted]. We will waive the violation fee.

Review: on 09/05/2013 I mailed out the EZPass Tag with letter stated that I terminated my service with EZPass. The tag and the letter were required for termination and refund balance. According to USPS tracking, they received my tag and letter on the 9th of September they have received the package. So I called them few days later, they said it takes about 2 weeks to process. So I called again 2 weeks later, they said they haven't began processing because a letter was missing. They said they've already put out a note that termination need to be processed and refund as well. Today is Oct 7th, 2013 and haven't heard anything from them. They denied access to my online account.Desired Settlement: They should carefully check what's in the envelope and communicate with one department should be smooth.

Business

Response:

We are in receipt of complaint 9754310 for [redacted]. Per research of [redacted]’s account we see that the tag was removed from the account on Sept 18th, 2013. Once the tag has been remove the paperwork is sent to Finance to process the refund for the customer. This can take up to 15 business days to complete. When [redacted] inquired about the closing of the account the account had been place in closed status which is why the account cannot be accessed via online. A refund in the amount of $72.65 has been refunded to the credit card on file. No further action required.

Review: I HAVE RECEIVED A STATEMENT STATING THAT I HAVE NOT PAYED TOLL.IN WHICH IVE DONE THE MACHINES ARE FOREVER OFF AND ON WITH WORKING.ON THE DAT OF SAID VIOLATION I PLACED 50 CENTS IN TOLL AFTER THE MACHINE FAILED TO WORK STATING THAT IVE PAID I CONTINUED TO BLOW HORN NUMEROUS OF TIMES. BUT OF COURSE I WAS STILL GIVEN A TICKET THROUGH MAIL.I IVE CALLED AND KEPT GETTINT THE AUTOMATED SYSTEM SO I PROCEEDED TO CONTACT THOUGH MAIL.NEVER GOTTEN A RESPONSE BUT TO PAY THE BILL IN WHICH I DID WITH A MONEY ORDER 7.1.13........3 WEEKS LATER I RECIVED THREE MORE EZ PASS TICKETS STATING THAT I DIDNT PAY ALONE WITH THE PREVIOUS TICKET THAT I PAYED BACK IN JULY 2013.I THEN SENT EZ PASS AN EMAIL STATING THE TICKET WAS NEVER REMOVED FROM THE SYSTEM.I CONTACTED EZ PASS THROUGH MAIL REQUESTING FOR A COURT DATE IN WHICH I ONLY RECEIVED A LETTER STATING TO PAY WITHIN 10 DAYS.I AM THE OWNER OF THIS VECHICLE IM THE ONLY DRIVER OF THE VECHICLE AND AS A US CITIZEN I HAVE A RIGHT TO CONTEST THESE EZ TICKETS THAT I HAVE RECEIVED THROUGH MAIL. BY THE WAY I ADD AGAIN THAT THESE MACHINES MAY WORK TODAY AND SCREWED TOMORROW ..OFF AND ON LIKE A LIGHT SWITCH....ALL IM ASKING FOR A COURT DATE .I WANT TO GET THIS OVER WITH AND GO ON WITH MY LIFE BUT IM AFRAID TO PAY DO TO THE CIRCUMSTANCES FROM THE START.HOW CAN YOU ASK CUSTOMERS TO PAY AND WHEN PAID NOT TAKE THE TICKET OUT OF THE SYSTEM DID I MENTION I DO HAVE A RECEIPT....PLEASE HELP IM LOST IM STUCK AND ITS A NO WIN SITUATION..NEXT TIME I GO THROUGH LANE ILL BE SURE TO HAVE A LIVE RECORDIN.THANKS A LOT IN ADVANCEDesired Settlement: I WOULD LIKE TO HAVE A COURT DATE FOR SAID COMPLAINT ON ALL FOUR TICKETS ......AND PLEASE FIX PARK WAY TOLL THEIR GETTING THOUSANDS OF DOLLARS PL,EASE FIX THE BROKEN SYSTEM

Business

Response:

We are in response to complaint [redacted] for [redacted]. Per research of the violations [redacted] recevied violations from us on the behalf of the Garden State Parkway for not paying the correct toll amount. We show a total of 5 violations which 3 are still open for payment. According to the Garden State Parkway their tolls lanes are working properly at the time of the violations and advised us that the patron is responsible for the full amount of the violation fees and tolls to date totaling $355.50. However, as a one-time courtesy the Garden State Parkway has elected to waive all of the violation administration fees for the 3 open violations in the amount of $350.00 if [redacted] pay the violation toll amount in full totaling $5.50. The administration fees will only be waived after the toll amount has been paid. The violation account will be noted to let whoever takes the payment will know to waive the administration fees.The payment can be made by calling our violation customer service center at 973.368.1425. The payment can also be mailed in the form of a check to us at 375 McCarter Highway Newark, NJ 07114 Attention Violation Department along with a copy of the this response. The check should be made out to New Jersey E-ZPass in the amount of $5.50 with the violation number on the check. Also, [redacted] can make a payment at any of our walk in center located at:

However, if the payment is not received in a timely manner and the violations are sent to a collection company [redacted] will be responsible for the violation fees and tolls in full.

Review: Ez-pass of NJ has claimed that I violated the toll plaza by not paying. My position is that the toll tag has been in the exact same position for several years and I have traveled this same road for a great many years with no problems. Then suddenly on August 10th, 2013, the toll plazas did not read my tag and i'm being wrongfully charged a $50 x 2 administrative fees for their equipment failure. Failure to read my properly displayed tag is not a violation on the driver's part. It's an equipment failure on the EZ pass corporation behalf that they should intern acknowledge and not profit / benefit from their equipment failure.Desired Settlement: I would like the violations removed completely and immediately as this is not a violation on my part. I have a fully funded EZPASS tag that is properly displayed and read at other toll plazas as evidenced by the daily transaction report.

Business

Response:

We are in receipt of complaint [redacted] for [redacted].

There are several ways an E-ZPass customer can received a violation:

· The license plate that received the violation is not on the customer’s account

· The customer’s E-ZPass account has a negative balance

· There is a life expectancy for on all E-ZPass devices so the device will need to be swap out

Per our conversation with [redacted], we advise him to make sure that plate 132PGV is on his New York E-ZPass account and also, to ask the representative if he needs to swap out the old device(s). Mr. Marquie then informed me that he filled the back of the violations with his New York E-ZPass account information along with a check for the toll amount on the violation, also he would call NY E-ZPass to add the plate and get a new device if needed. Once we receive the violations with the payment for the tolls we will waive the administration fees.

Review: I drove through an EZ-Pass toll with my EZ-Pass transponder clearly displayed on the car dashboard; however, the EZ-Pass transponder did not register and the toll indicated that the toll was not paid. I immediately added the car's license plate to my account because the car was not previously listed in the account. Approximately one month later I received a letter in the mail asking me to pay the ~$1 toll as well as a $50 fine. I opted to dispute the fine by filling out the form with the above explanation, and I only paid for the toll. Several months passed before I received a "final notice" indicating that I was required to pay the $50 fine to a collection agency because I supposedly did not file a dispute within 30 days of 3 previous notices sent via mail. However, these 3 supposedly mailed notices were never received at my address. The collection agency claimed that there is no way to dispute the fine, so I was forced to pay them the $50. In summary, I was forced to pay a $50 fine because the EZ-Pass transponder did not register at a toll booth, and I took efforts to file a proper dispute, but was never given notice of the dispute status until too late.Desired Settlement: I would like to be refunded in the amount of $50 to compensate for the wrongfully charged fine, which I was forced to pay as a result of not being properly notified by EZ-Pass regarding the dispute that I submitted.

Business

Response:

We are in receipt of complaint [redacted] for [redacted]. Unfortunately, without Mr. [redacted]’s account number or violation number we are unable to assist Mr. [redacted]. A message was left on 10/7/2015 asking Mr. [redacted] to contact [redacted]r at [redacted] so that we can help resolve this matter

Consumer

Response:

I have spoken with [redacted]r regarding the fine and had it removed from the EZ-Pass violation; however, now I am waiting for the information to be processed and submitted to the collection agency (RMCB) in order to process the refund. Once this transaction is resolved and the money is refunded from RMCB, then I will close the complaint.

[redacted]

Business

Response:

Per my conversation with Mr. [redacted] we advised him we would dismiss the violation fee and that there was no need to send in a payment However, the owner of the vehicle [redacted] sent in a check for the violation fee. We will refund [redacted] the payment of $50.00. Please allow 7 to 10 business days to receive the refund.

Review: NJ EZPass placed my account in collections. I never once received an email and/or letter in the mail regarding this balance, I hadn't used my EZPass in months so I wasn't aware that I even had a balance. When I contacted NJ EZ Pass after receiving a collections letter in the mail, the operator informed me that they had stopped mailing me documents after the post office failed to deliver the letter. She said they listed the letter as non-deliverable, return to sender. The issue is the address they sent it too is the address I lived at. She then informed that after one failed attempt in 2014 they no longer attempted to contact me. How would I have known that I had fallen less then $5 below the minimum required balance if they had never attempted to contact me. The other issue is this collection balance is due to an issue that occurred in 2015, but because of their policies to stop contacting consumers after one failed attempt, I now have a $41.95 collection bill for an issue that I never knew about because they never tried to contact me. I don't think that I should be liable for a balance that I never knew about if they never even attempted to contact me again, the address they have for me is accurate and I am not sure why they would just send it to collections without ever trying to contact me first, I would have gladly paid the small amount to get my balance up to their minimum requirements if I had been contacted regarding the balance.Desired Settlement: I would like to have this balance taken out of collections and the original balance returned to NJ EZPass so that I can pay the actual amount I owe. The collection company is [redacted] in [redacted]. I don't think it is acceptable to pay a $25 late fee for a balance I never knew existed. NJ EZPass should also have to reinstate my NJ EZPass since I was unaware of any issue with my pass.

Business

Response:

We are in receipt of complaint [redacted] for [redacted]. Per our conversation with the customer she only owes $7.95. The customer already returned the device assigned to the account and as a courtesy we will wavie the collection fee of $25.00 when we receive the customer’s payment in the amount of $7.95. The customer can make a payment with a credit / debt card by calling Bertram [redacted] at ###-###-#### or the customer can mail a payment to:New Jersey E-ZPass service center 375 McCarter Highway Newark, NJ 07114Attn: Bertram [redacted]The check or money order can be made out to New Jersey E-ZPass. Please do not send cash. We would like to apologize for any inconveinces that this may have caused. No further actions are need for this issue.

Review: For over two years, I have established a set replishment amount for my EZPass. Two months ago, EZPass increased my amount, charging me hundreds of dollars without any notice. I previously emailed them about this problem, was told I had to wait 10 days to receive a response, and never got one. When I called to have them lower my amount back to the original price, they told me they were unable to do so, as it was a one-time courtesy two years ago when it was established. When I asked why the courtesy ended, they couldn't say. They refused to lower my amount or to refund the difference, and only offered to close my account. I explained to them my situation with work reimbursements for company travel, and they still would not do anything, and said it was ridiculous that I was asking. They were rude, unprofessional, and did nothing to work with me on a solution. I want to stop using them, but unfortunately, using EZPAss is the only way I can get around the tristate area for work in a timely manner.

Business

Response:

We are in recepit of complaint [redacted] for [redacted]. We do not set an established replenishment amount due to customer’s travel pattern varies. New Jersey E-ZPass is set up as a pre-paid system so every 90 days an evalaution is done on a customer’s account. Per the New Jersey E-Z Pass Terms and Conditions, section 3 paragraph D states: “Replenishment: Periodically your toll use will be reviewed. If your monthly activity is above or below your current monthly payment, your minimum monthly debit/credit card, cash or check payment will be adjusted accordingly and you will be notified on your next scheduled statement”.

A recent evaluation was done on [redacted]’s New Jersey E-ZPass account for the period of 3/30/2013 to 6/27/2013. In that period [redacted] used a total of $208.18. That is an average of $70.00 over 90 days and this is why the replenishment amount was set to $65.00.

However, as a final courtesy we can lower the customer’s replenishment amount but an evaluation will still be done on the account as previously stated if the toll usage is higher than the replenishment amount then the account will be adjusted accordingly. Please call [redacted] at ###-###-#### to lower your replenishment amount.

Also, per a note on the account [redacted] was explained that she could remove her credit card from the account so that their credit card will not be automatically charged and or subjected to periodic replenishment increases. The customer will then be able to make one-time payments by logging into their account on our website at www.ezpassnj.com or may call our automated voice response system which is available 24 hours a day 7 days a week at 1-888-AUTO-TOLL (###-###-####); be sure to have your account number and PIN available when using the automated voice response system. Customers may also call the toll free number and make a payment by speaking with a customer service representative.

One-time payments may also be made at one of our three Customer Service Walk-in Centers listed below.

420 N. 6th Street, Camden NJ, 08102

375 McCarter Highway, Newark NJ, 07114

I-295 and New Castle Avenue, New Castle DE, 19720

Review: I am a NY E-Z Pass customer in good standing. I’ve been getting violations from one toll (LWS) in NJ from the NJ E-Zpass on the Garden State Parkway every time I visit my father-in-law, whether the toll says paid or not.

I’ve been paying the toll by check and sending my NY E-Z Pass account information as I get this violation. They refuse to waive the administration fee and now have been threatening to suspend my licence.

I am paying the bill today to resolve the money complaint and to get them off of my [redacted] .Desired Settlement: I want them to refund me all of my 'Administration fees'.

Business

Response:

We are in receipt of complaint [redacted] for [redacted]. Per our conversation with Mr. [redacted], he noticed that the license plate in question was entered incorrectly on his New York E-ZPass account. This was causing the customer to receive violations. Mr. [redacted] advise us that he has updated his account. We have also received payment for two violation tolls so the remaining violations fees totaling $100.00 have been waived. No further action is 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.

[redacted]

Review: RE: Violation Number [redacted] License Plate: [redacted]

I received a Violation Notice that a vehicle registered under my name, failed to pay toll at Essex Toll Plaza - which I believe is an EZPass mistake (an error in data entry of license plate).

NY 7294UW is a New York State BOAT registration number (of which license plates are not issued). The accompanying EZPass photo (of vehicle in violation) appears to have "New Jersey" license plates.

I disputed the violation, and paid the Toll Balance due of $1.50 only. A copy of the New York State Boat Registration was also submitted, as well as a copy of the hull of the boat bearing the Registration Number NY 7294UW. However, the dispute was rejected as "not sufficient evidence to dispute claim." - TWICE!

We are continuously receiving notices of "ENFORCEMENT ACTION" that threatens to suspend registration, send delinquency notice to credit bureau, and involve NJ State Police, for collection of $50 Admin Fee.Desired Settlement: Correction of violation record, billing adjustment (toll fee and admin fee totaling $51.50), and refund of $1.50 Toll Fee paid.

Business

Response:

We are in receipt of complaint [redacted] for [redacted]. Per our research on the violation we see that there was an error and it has since been corrected. As of 2/4/2014 a refund was submitted for AGIM ZAJMI in the amount of $1.50. New Jersey E-ZPass apologizes for any inconvience 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.

Thank you very much for your help in resolving this matter!

Regards,

Review: I received a Toll violation, then disputed online. My account does, in fact, show that I had sufficient funds on the account at the time of the stated violation. Thus, I was charged the toll amount only. Subsequently, I received another notice for the same violation. I called and was asked to fax in proof of funds. I did this. Now I received a letter from a collections agency for this same violation. On calling again, I am told that there is documentation that the fax was received, but "it was never scanned in". The phone operator said there was no supervisor available and that she could not do anything further except have a supervisor call me back at an unknown time.Desired Settlement: I would like NJ EZ Pass to admit the error, remove the violation and charges, clear this up with the collections agency, and remove the infraction from any credit report.

Business

Response:

Per our conversation with Mr. [redacted] on 9/30/2015 we requested to see a copy of his Delaware E-ZPass statement at the time the violations occurred. Upon research of the statement we see that the violation toll did post to the Mr. [redacted]'s account. We have removed violation T[redacted]640 from collections and dismissed the fee. I would like to apologize for the inconvenience that this caused.

Review: I, [redacted], registered a commuter plan for Tappan Zee Express thru Nj Ezpass. Every month they deduct $60 which gives me 20 trips. Last month I lost my job and stopped availing the service. I used only 2 trips out of 20 trips but they charged for 20 trips. And in the following month they charged me $60 again. If I am not using the trips, I should get my money back or I can use that amount for some other toll. I am expecting a refund of $(54+60) = $114 and charge $4 extra for two trips in Sept.

I have not received the monthly statements for last 2 months. Hence not able to get the notification.Desired Settlement: $110 refund

Business

Response:

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.