EZ Pass New Jersey

Review: I returned my Ezpass tag but they kept saying there is another tage under my account, which is ridiculous and not true. Now they do not close my account but keep charing me monthly fee.Desired Settlement: I need the balance on my account to be refunded plus the service fee they charged me for January and February.

Business

Response:

We are in receipt of complaint 9[redacted] Per research of the customer’s account we see that the Hui Hang account was closed on 3/11/2014 and on the same day a refund in the amount $16.05 was refunded to the customer’s credit card on file. Also, as a courtesy we have credited [redacted] $3.00 in service fees. The refund will also be sent to customer’s credit card on file. No further actions are required and we do apologize for any inconvenience that this may have 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.

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 closed my account with E-Z pass on November 14th 2013 and have yet to receive a refund owed to me in the amount of 38.13. I have called on several occasions and get the run around. "It will be in your account on Monday", "We haven't received your paperwork yet". I have a receipt dated 11/14/13 stating that above money is owed to me. I contacted the agency in December when money was not received. Stated they never received my paperwork "Was never sent over from the[redacted] office" (I watched them fax it over). I re-faxed at my expense the paperwork on 12/30/13 and have not received the money. Called on 1/20 and was told it would be in my account on 1/27/14. Money not fowarded to my account as promised. Spoke to supervisor on 1/20/14. Called 1/27/14 and am told it can take up to 30 business days to go into account. I have already been waiting over 60 days. They are not being reasonable. I am entitled to my refund and in a timely manner, not 6 months later.Desired Settlement: I want the money that is mine deposited in my account with interest over 60+days immediately.

Business

Response:

We are in receipt of complaint [redacted] for [redacted]. Per our research Ms. [redacted] is a New Hampshire E-ZPass customer not a New Jersey customer. However, per New Hampshire they advised us that they received a letter from Ms. [redacted] on 1/21/2014 requesting her account closed and as of 1/29/2014 Ms. [redacted] account was closed. A refund in the amount of $38.13 was issued to the [redacted] credit card on file ending in[redacted]. If the refund does not reflect in her account by Monday please advise her to contact New Hampshire E-ZPass for further assistances at ###-###-####.

Review: I received bills from EZ Pass for unpaid tolls acquired when traveling in New Jersey. I called the company immediately and paid the tolls over the phone, as I had not intended to avoid paying the tolls, but missed by accident them due to unclear signage in a busy and unfamiliar area. For tolls around $1, they are charging me approximately $80 in administrative fees, which is an unreasonable markup. The fees they charge seem to be mainly an excuse for profit, as the materials and labor cost of processing the unpaid toll should not match with the amount that they charge. I filed a dispute according the their directions and my dispute was rejected in what seems to be an automatic manner. The day after I received the rejection of my dispute, I also received a letter stating I was delinquent on payment and had just ten days to pay or fees would be increased, even though I was in the process of disputing the fee. I have read about the seemingly arbitrary, massive markups that EZ Pass applies to fees, even when the customers are attempting to contact the company about it and have filed a dispute. The company has been difficult to deal with over the phone and through mail. It seems that my incident is not an isolated case, with many similar complaints being found online, especially concerning missed tolls around the location where mine was.Desired Settlement: I believe that I should not be forced to pay this excessively high fee. It should be either waived or reduced. It was never my intention to miss the tolls, and I did pay them immediately and I followed the instructions given to file a dispute. If I do have to pay the fee before this complaint has gone through the Revdex.com, I would like a refund for the amount of the fee reduction if they will comply with a fee reduction.

Business

Response:

We are in receipt of complaint [redacted] for [redacted]. Per research we see that Ms. [redacted] has recevied multiple violations in 2014 and 2015. Currently, Ms. [redacted] has two violation fees that were not taken care of. Violation [redacted] happen at the [redacted] in an express E-ZPass Lane. On May 4, 2005 Express E-ZPass lanes were implemented on the Garden State Parkway (GSP) at the Asbury Park toll plaza, lanes 10n 11n and 12n. These lanes are located on the far left of the toll plazas 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. Also, there are four signs directly over the lanes for 2 miles even before you reach the toll booth. The signs are located at the 2 mile, 1 ½ mile, 1 mile, and then the ½ mile mark advising customers that they are in an Express E-ZPass lane. The last open violation [redacted] occurred in Delaware.We have given the patron waivers on multple violations from 2014 and 2015 totaling $100.00. As the last courtesy we will waive the violation ([redacted]) fee of $30.00 that happen in Delaware. From research we see that Ms. [redacted] never recevied a violation on this roadway, however the patron is responsiable for the violation ([redacted]) fee of $50.00. The roadway that this violation occurred on has mulitple visual signage leading up to that plaza. The payment can be submitted in the form of a check or money order. The check or money order should be made out to New Jersey E-ZPass Violation Center and mailed to 375 McCarter Highway Newark NJ, 07114 or the customer can call our Violation center at ###-###-#### to make a credit card payment. Ms. [redacted] will not receive anymore courtesies. No further actions are needed.

Easy Pass NJ will not accept a $1.50 payment for accidentally going through an "express toll plaza" southbound on the parkway before exit 123, the day after it happened, as the violation would not have been in their system yet. Instead, they will send you a violation notice with a $50 "administration fee" on top of the toll price in the mail. How is it legal to fine someone for an honest mistake for 33 times the cost of the toll price?
Also, I spoke with ezpass support and after being incoherently reprimanded by their service rep for not going through the exact change booth (on the other side of the median), they put me on hold for 15 minutes and told me they could not waive the administration fee, regardless of the lack of appropriate signage to denote the "express toll plaza".
"You will never find a more wretched hive of [redacted] and villainy"- Me, in regards to EzPass

Review: When they took directly from my credit card, they ignored my request to cancel service - and continued to deduct from my account even though their service wasn't used. Now that I have to send in a check, they are charging me extra to cancel service. I noticed that on a recent statement that they went so far as to add a usage charge even though the sensor has been out of the car for some time.Desired Settlement: I feel - especially in light of their fraudulent charge - that they should comply with my wish to cancel my account while refunding all charges since my initial request to stop service (around 2004).

Business

Response:

We are in receipt of complaint [redacted] for [redacted]. Per research of the customer’s account we received a letter from [redacted] requesting the closure of the account on 6/22/2013. A letter was then sent back to [redacted] advising in order to have the account closed the customer would have to return the device associated to his account and to take care of the negative balance. There are no records of [redacted] requesting the closure of his account in 2004 but we do have a note in 2005 stating the customer called to update their credit card on file and request the “PIN” for the account. The last payment made to [redacted]’s E-ZPass account was made on 6/28/2011 with a check in the amount of $30.00 and the last toll posted on 10/16/2012. This indicates that the account holder was still using the account.

On 8/26/2013 we sent a letter to [redacted] advising that the account has been negative for some time and if the balance is not satisfied the account will be closed and sent to the Collection Company but if [redacted] returns the device assigned to the account along with a payment of $5.32 before the account is put into a collections status we will waive the remaining balance of $13.00. [redacted] can return the device and make a payment at one of our customer walk in centers located at:

· 375 McCarter Highway (Route 21) Newark, NJ 07114 (Hours: Monday-Friday: 7am-7pm, Saturday: 8am-2pm)

· 420 North 6th Street Camden, NJ 08102 (Hours: Monday-Friday: 8am-6pm)

· Delaware Memorial Bridge Plaza I-295 and New Castle Avenue New Castle, DE 19720 (Hours: Monday, Tuesday, Wednesday, and Friday: 8am-5pm, Thursday: 8am-7pm

[redacted] can also mail the device along with a check made for the previous stated amount to 375 McCarter Highway Newark, NJ 07114 payable to New Jersey E-ZPass attention [redacted].

Per our Terms and Conditions located on our website at www.ezpassnj.com states that any customers that wish to closed their New Jersey E-ZPass account will have to return all devices associated to the account in good working order. If the device(s) are not returned the account will remain open and the customer will be responsible for all tolls and fees until all devices on that account are returned. If the device is not in a working condition, lost or stolen the customer is then subject to device fee. The fee for an interior device is $9.00 and $15.00 for a black exterior device.

If there are any further questions please contact [redacted] at [redacted] or 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 unsatisfactory to me.

I still have the device in good working order. I have not used it in years - except for the one accidental time that they mention in 2012. Of course, they will not do the right thing and refund my money - they are probably doing the same to many other people as well. I will contact them as outlined and return the device while paying them even more money.

Regards,

Review: I paid for four ezpass violations on [redacted]/2013. I paid NJ EZPASS Violations using my debit card. I was double billed by NJ EZPASS. I contacted my bank and the double billing was resolved. Several weeks later I began to recieve nonpayment notices from NJ EZPASS. I was asked to fax my payment records and I did. I continued to recieve nonpayment notices. I called the NJ EZPASS processing center to take care of this matter and was told that my violations have been turned over to collections. I was given instructions to email a person by the name of [redacted] with my phone number and my record of payment attached. I've been trying to reach [redacted] without success. I am tired. I am in a position to buy a home and cannot until my credit report is cleared of this matter.Desired Settlement: I want to present my records of payment to a NJ EZPASS official, get the violations out of collections and to never deal with them again

Business

Response:

We are in receipt of complaint [redacted] for [redacted]. As per the conversation between Mr. [redacted] and our customer service agent Mr. [redacted] notified his bank of the double payment and instead of them rejecting one payment they rejected both payments and this is why the violation(s) remained open. As of 2/20/2014 all violations have been satisfied. No further action is needed.

Review: As per the closing account procedure. Written request of account closure accompanied the return of the EZpass NJ tag was received by EZpass NJ on October 2, 2015. On October 3rd, I had placed a call to their customer service office to confirm the receipt of the items sent as described above. The operator confirmed receipt and instructed that it may take 30 days to receive my refund $206.72. On November 11th, 2015 my account still showed that I had a $206.72 prepaid balance. I called the customer service office again, spoke to employee ([redacted]) and was told that they have a backlog of work, and would have to check again in 5-7 business days. My complaint is that this "backlog" is unacceptable, 30 days is more than enough time to process the closure of an account and issue a refund. There are no violations on the account, the account used for automatic replenishment is still active as well.Desired Settlement: I desire EZpass NJ to follow the rules that they have established for themselves. Just as their customers are intended to follow, in risk of money penalties. I want my prepaid balance to be refunded in full by the middle of next week (11/18/15)

Business

Response:

We are in receipt of complaint [redacted] for [redacted]. We have refunded the service fee that was charged for the month of November and as of 11/17/2015 we refunded [redacted] a total $207.72 to the customer’s visa credit card that was on file. We would like to apologize for the delay and for any inconvenience that this may have caused.

Review: I am being billed for an inadvertent toll violation even though I took every reasonable action to pay the toll, but was prevented from doing so for reasons beyond my control. On 9/13/14 at 15:40:47 , I came upon a small toll plaza at Lacey Rd. North. When I saw that there were no cash lanes or manned lanes open at that time, I pulled over to the side to wait to see if a cash lane would open. After waiting a few minutes, I had no choice but to go through the EZ Pass lane. I had the two quarters in my hand, but there was no basket to throw it into. If there is surveillance tape of the area, then they can see my car pulled over in the plaza. There must be other motorists who came upon the same situation on that day and at that time.

I received a violation notice indicating that I owed the .50 cents plus $50. fine I sent a check for .50cents with my explanation of why I should not be charged a $50 dollar fine. I sent it by certified letter, return receipt. I just receive a second violation notice saying I owe $50. dollars, with no acknowledgement of my complaint letter.Desired Settlement: Please have the $50 dollar fine cancelled.

Business

Response:

We are in receipt of complaint [redacted]. Per our research we see that this is the patron’s only violation. Since, we received the violation toll payment in the amount of $.50 for the violation we will waive the violation fee for [redacted] in the amount of $50.00 as a one-time courtesy. No further action is need.

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 attempted to cancel my ez-pass account in May of 2014 but never got a response from their customer service.

Finally in early October of 2014 I spoke with a customer service rep about cancelling my account. I paid the final balance of $16.53 on 10/6/2014 and I was told my account was closed. Today, 3/31/2015, I received a new e-bill from the company, stating that I have been charged the usual $1 per month fee, and that I now owe a total of $5.

My attempts to call their support phone line have resulted in unreasonably [redacted] wait times, and they appear to have NO OTHER means on contact.

All I want to do is have my account cancelled without paying MORE money.Desired Settlement: The $5 balance is erroneous and needs to be removed A[redacted] WITH cancellation of the account.

Business

Response:

We are in receipt of complaint [redacted] for [redacted]. Per research we see that a payment in the amount of $16.53 was paid to have the account closed. We have credited Mr. [redacted]’s account for the negative balance and as of 4/1/2015 Mr. [redacted]’s account is now closed. We would like to apologize for the inconvenience that this issue has caused. No further action is needed.

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: Fraud Overcharge on my EZ Pass AccountDesired Settlement: Reorganization and extreme fine by US Goverment

Business

Response:

We are in receipt of complaint [redacted] for [redacted] From previous contacts into our office we have determined that Ms. [redacted]’ concern is regarding the recent increase in her replenishment amount. Per our Terms and Conditions in section 3 part D titled Replenishment: “Periodically, your toll use will be reviewed. If your monthly activity is above or belowyour 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.” We see that Ms. [redacted] used $829.80 in tolls and fees from 3/8/2014 to 6/5/2014. As previously stated the replenishment (monthly payment) was adjusted to match the customer monthly activity. On 6/14/2014 a letter sent to Ms. [redacted] advising the replenishment changed from $50.00 to $275.00. A message was left Ms. [redacted] on 6/26/2014. We did not receive a call back at the number provided on Ms. [redacted] voice mail. However, we see that she did call into our customer service center on 6/30/14 to remove her credit card and to inquiry about closing her New Jersey E-ZPass account. Ms. [redacted] is not due a refund because the money taken from her credit card was used to pay for the tolls that posted to her account. Ms. [redacted] can view these tolls by loging into her account via the web. If Ms. [redacted] would like to close her account she must return the devices or she will incur a tag fee of $9.00 per interior device or $15.00 per exterior device. Once the devices are returned we will the close account and mail the refund. If Ms. [redacted] has any other questions please advise her to call [redacted]

Review: The ez pass toll failed to read my transponder. I subsequently received a violation. Ez Pass was contacted and provided the transponder # and stated that they would correct the error. The company has now charged me a $50.00 fee and the original toll charge and sent it to collection.Desired Settlement: deduct toll from my account and remove $50.00 fee

Business

Response:

Per our conversation with Mr. [redacted] we have taken care of the violation in question. No further actions are needed.

Review: EZ-Pass NJ has taken money from my bank account and making changes to my EZ-Pass account without my authorization. They have charged me $35.00 twice, totaling $70.00 on October 5th & 6th. Prior to that, I was charged the $35.00 which is my replenishment amount. That charge was the only one I authorized. I've contacted them about this and they have yet to refund me. They also have changed my replenishment amount from $35.00 to $90.00 which I did not make on my account. Because of these duplicate charges, my bank account went into the negative and I owed the bank money due to this.Desired Settlement: I would like a refund of the $70.00 taken from my account & for my account to be correctly updated. I do not understand how they are able to make changes to my account without my authorization.

Business

Response:

We are in receipt of complaint [redacted] for [redacted]. Per our research we could not found a New Jersey E-ZPass account with the name [redacted]. We left a message on the phone number provided for the customer to give us a call back on 11/13 and 11/17/14 but as of 11/20/2014 we still have not received a call back. Being that we cannot verify that [redacted] has access to an E-ZPass account we cannot submit a response to this complaint. Please have the patron contact [redacted] at ###-###-#### so that we can satisfy[redacted] complaint.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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

Regards,

Review: EZ Pass of NJ has failed to correct billing errors and refuse's to close my deceased father's account of a volition that happened over 7 years ago. They will also will not send me those volition's. But sends me letters stating to send them a check.Desired Settlement: Close [redacted]'s Account

Business

Response:

We are in receipt of complaint [redacted]1 for [redacted] on behalf of [redacted]. We have left several messages for [redacted] using the telephone number provided in the complaint. To date we have not heard back from [redacted]. In order to resolve this issue we will need the death certificate for [redacted]. The paperwork can be faxed to ###-###-#### attention [redacted] or he can be reached at ###-###-#### if there are any questions or concerns.

Consumer

Response:

Review: [redacted]1

I am rejecting this response because:

The Death Certificate has been mailed and faxed three times. I spoke to [redacted] at ###-###-####. There is no need for me to have any communication with them. This futher proves that Ez Pass is doing poor business.

Regards,

Business

Response:

We are receipt of Mr. [redacted] response for complaint [redacted]1. We would like to sincerely apologize to Mr. [redacted] for the miscommunication. As stated by Mr. [redacted], the tolls from the outstanding violations will be deducted from [redacted]’ s account and all violation fees will be waived.

We also credited the tolls that were incurred when the tags read upon being returned.

Finally, a refund check with be sent to the address on file for the remaining balance on the account. We apologize for the delay but are in the final stages to issue the refund to the estate of [redacted].

Once again we would like to apologize to Mr. [redacted] for the many miscommunications and inconveniences he has suffered in attempting to resolve this issue.

Review: I purchased an EZPass tag from the company via online 7/3/2014. I mistakenly overpurchased. Not only did I purchase the $25 Standard pass, but I bought other NJ & NY bridge services I didn't need totaling approx $181.00. Minus the $25.00 for the NJ Standard pass. I was told that I would be refunded $156.00. I was refunded $110.00 on 7/11/2014 not the full amount of $156.00. I was told that the $46.00 was lost due to the fact that it was not listed under NJ but because it was purchased for NY although it was one complete purchase. I've pursued the refund only to find time after time that the papers had not been submitted to the correct team. I've spoken to a[redacted],[redacted], [redacted] etc... to no avail. The persons answering the phone, now, are just as annoyed as I am that the payment for $46.00 has not yet been refunded. I was told by [redacted] that [redacted] the Manager would handle it personally. I'd been calling but [redacted] is has been out the week of July 21, 2014. As of 7/29/2014 the payment has yet to have been submitted for payment.Desired Settlement: I would like to have my $46 refunded back to me.

Business

Response:

We are in receipt of complaint [redacted] for [redacted]. Per our research we see that a refund in the amount of $46.00 was issued to the customer’s [redacted] card on 8/1/2014. No further action is needed. 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: I received a collections letter dated 7/14/14 from RMCB Retrieval-Masters Creditors Bureau, Inc. on 7/21/14 indicating that New Jersey EZ- Pass had sent my account to collections for an outstanding violation in the amount of $52.90 for a toll evasion that took place on 5/16/14. I went to the EZ-Pass website and entered the citation number along with my license plate number listed in the letter, and the system generated a total of three violations for a total of $155.40 for the following dates:

5/16/14 at 14:56:07 (2:56pm) for $1.50

5/16/14 at 16:06:18 (4:06pm) for $2.90

5/18/14 18:09:08 and 20:59:58 (6:09pm and 8:59pm) for $0.50 & $0.50

Here is the problem, I did not travel or use my EZ-Pass on those dates. When I completed a search of my transactions and posting dates on the EZ-Pass website for verification, for the following dates of 4/25/14 to 7/23/14, EZ-Passes own records indicate the license plate for my car and number associated with my transponder had not been used for the dates in question.

According to EZ-Passes own records, on 5/13/14 the account was charged a service fee of $1.00. The next time EZ-Pass was used by my plate number was on 5/26/14 for a total of four tolls totaling $5.00. The next transaction to take place in May was on 5/29/14 when money was added to the account in the amount of $51.30. I have gone ahead and printed out all of these records as well as all of the activity that has taken place on the EZ-Pass website for my own records.

When EZ Pass was contacted on 7/22/14. I was notified by Customer Service Representative, Jess that I would have to contact RMCB as the account had been sent to collections due to insufficient funds at time of use. Again, the car nor the transponder were used on the dates in question and there was enough funds to cover the tolls according to EZ-Passes own records. RMCB was contact on 7/23/14 and I spoke to Customer Service Representative, Thea who advised I contact EZ-Pass.Desired Settlement: I would like for EZ-Pass to contact RMCB in regards to this matter and notify them, that this account was sent to collections in error. I would also like for EZ to rectify this issue on their end ie. their records.

Business

Response:

We are in receipt of complaint [redacted] for [redacted]. Per research of the violations in question we see that plate NJ - ZAM56D is listed on an E-ZPass account. At the time these violations in question occurred when the account balance for NJ plate ZAM56D was negative. New Jersey E-ZPass is set-up as a pre-paid toll system. If the customer does not have a positive balance we will no longer charge tolls to that account with the negative balance but instead issue violation(s). This is why [redacted] did not see the tolls on the E-ZPass account.

We sent 3 violation notices (for each violation) to inform [redacted] that we were unable to retrieve the tolls from the account balance. If the customer does not resolve the violation(s) in a timely manner the violation(s) in question will be forwarded to a collection company making the customer responsible for the violation tolls plus fee vs just the violation toll amount.

We advised [redacted] to make sure when using E-ZPass lanes that the account is updated and the balance is positive. As a one-time courtesy we have waived the violation fees from collections and only charge the violation tolls which have been settled. If [redacted] receives anymore violations and they are forwarded to the collection company she will be responsible for the violation toll plus fees

Consumer

Response:

I was able to speak with a representative by the name of [redacted] on 7/25/14 who has rectified the issue and has contacted collections. It turned out EZ Pass was sending violations letters to the wrong address even after the current address had been updated in their system on 5/31/14 and on the DMV website on 6/3/14. This documentation was sent to the representative and she acknowledged that EZ Pass continued to send violations to an old address after demographic information had been updated in two areas. EZ pass also sent an automatically generated notice via email on 5/28/14 that funds needed to be added to the account. Money was then added by me on 5/29/14, however there were no further notifications of violations ie. violation numbers or tolls listed for the dates in question on their transaction history. So one would assume there was no issue especially considering there was a current address, telephone, and email on file. As per the representative, when violations letters were returned to their offices in June they automatically sent the account to collections. As it stands, the issue has been resolved and the appropriate tolls have been deducted.

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

Review: EZPass NJ continues to charge account after repeated inquiries to shut down account and to stop charges. Repeated online inquiries were never followed up on and have not been rectified.Desired Settlement: I want refund for continues charges over past 2 years.

Business

Response:

We are in receipt of complaint [redacted] for [redacted]. We will first like to apologize for the inconvenience that this issue may have caused. As of 12/11/14 we have closed [redacted]’s account and refunded the customer $23.05. The refund includes the leftover balance plus fees that were charged to [redacted]’s account. Once again we would like to apologize for the inconvenience. 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], and find that this resolution is satisfactory to me.

Regards,

Review: I got the following 5 violations in the mail:

On 02/07/15 I wrote a letter to EZPass New Jersey along with a check to cover the above mentioned tolls. A copy of the check/bank statement available upon request. The check #[redacted] is written to New Jersey EZ Pass in the amount of $3.50.

The letter states (copy of letter available upon request)

"I got the following 5 violations in the mail:

License Plate: [redacted]

I attempted to pay all 5 tolls at the time.

I used a family member EZ Pass.

The E-Z Pass information is:

The owner of the E-Z Pass address is:

[redacted], NJ 07027

I feel since I made a reasonable effort to pay at the time of the violations, and given my driving record history, that I shouldn't have to pay the FEE attached with each violation.

If you check the record of the EZ Pass mentioned above, I believe you will see that I did attempt to you use it. I'm not sure what the problem with that EZ Pass is. Since I got these in the mail I did inform the owner of the EZ Pass of the issues.

I have enclosed a check for $3.50 that will cover the cost of the tolls for the above mentioned violations.

IF THE CHECK IS CASHED, I WILL CONSIDER THE ABOVE MENTIONED VIOLATIONS RESOLVED.

The date I wrote and mailed this letter: 02/07/15"

As you can see, the letter was very straight forward. It clearly states if New Jersey EZ Pass cashed the check, that they have agreed to the terms of my letter. Check #[redacted] was cashed by New Jersey EZ Pass in the amount of $3.50.Desired Settlement: I want the above mentioned violations/fees cleared from the New Jersey EZ Pass database, I want the collection letters to stop, and an apology from New Jersey EZ Pass for the harassment towards me via letter after letter.

Business

Response:

We are in receipt of the complaint # [redacted] from [redacted]. After researching the transaction in questions, are finding are as follows;· The E-Z Pass device used, [redacted] belongs to an account that was closed due to non-payment on 8/6/2013 resulting in the violations being created for travel on any toll roadways.· Each violation associated with the plate number [redacted] has had the toll paid in full by the complainant. The fees in the amount of $450.00, as a one-time courtesy only, will be waived. It is important that E-Z Pass devices are to be used only when the account is in good standing and only used by the account holder and or members of their families authorized. Use of an E-Z Pass device(s) associated with an invalid account will result in future tolls and fees. Notices dismissed are:[redacted]

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 October 1, 2013, I received a letter from [redacted] Creditors Bureau, a collections agency claiming to represent EZ Pass New Jersey. The letter informed me that my account with EZ Pass New Jersey had been revoked due to non-payment and cannot be reinstated. This was the first I heard of any problems with my EZ Pass account. I had not been provided with an itemized statement of these charges although the collection agency claims they include a $25 revocation fee.

I tried logging into my account online, to see if I could figure out what happened, but the website told me that my account was closed and that I had to contact customer service. When I contacted EZ Pass by phone to clarify the situation, the customer service agent informed me that there was nothing I could do and I had to talk to the collection agency instead.

After more than a decade of being a customer in good standing, I believe I was owed a written warning before the matter was transferred to a collections agency. I never received anything in writing from EZ Pass.Desired Settlement: I would like the opportunity to review the itemized charges, have the revocation and other fees waived, and pay the remainder. I would also like the closing status of my account to be changed to closed in good standing.

Business

Response:

We are in response of complaint [redacted] for [redacted]. Per the research of the account we see that it was sent to a collection company due to having a negative balance for 90 consective days. We give our customers the option on how they would like to received their New Jersey E-ZPass corrspondence letters and statements. Customers are allowed to choose from mail, email or not to received a corespondece at all. The default setting until a customer updates their account is mail. [redacted]’s account was updated not to receive any New Jersey E-ZPass corrspondence and or statements. What we do see based on toll history the customer would have used an E-ZPass lanes and it would have displayed messages like “Toll unpaid” or “Call Service Center” to indicate that there is a problem with their account.

We see that [redacted] added a credit card to the account for auto replenishment however, the credit card on file declined on 6/7/2013. A letter or email would have been sent to the customer but due to the fact that the account is set up not to receive any correspondence from us nothing was sent. Approximately 20 days after the customer’s credit card decline it is automatically removed from the account this coverts the customer’s account to “CASH” therefore, a $10.00 per tag deposit is taken from the customer’s current balance and kept as a deposit to be returned to the customer upon the tag being returned to us or a valid credit card is added back to the account.

On 9/20/2013 [redacted]‘s account was sent to a collection agency. The device was deactivated and the $10.00 per tag deposit was returned to the account balance, however the customer‘s account was charge $9.00 for the price of that device. If [redacted] return tag [redacted] we will credit the account $9.00 bringing the account balance from negative $29.31 to $20.31. A payment to the account can be made via credit card be calling [redacted]. Also, a payment can be made via check or money order. It should be made payable New Jersey E-ZPass and mailed along with the tag to:

Attn: [redacted]r

Once a customer’s account is sent to collections it cannot be reopened. However, we can submit a request to New Jersey Turnpike Authority on behalf of [redacted] but she will have to first satisfy the current account balance. If the customer would like to have another New Jersey E-ZPass account please have her call [redacted]r at ###-###-####.