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: My NJ EZ Pass tag was overcharged by the NY EZ Pass center as a particular toll plaza did not read the tag correctly. Instead of being charged the usual amount for the toll, I was charged the entire length of the NY State thruway. This has happened on several occasions, but it only happens at one particular toll plaza that I must travel through for work.NY EZ Pass was happy to adjust my account and credit me the difference of the overage. However when this happened, it brought my account into a negative balance. In the turnaround time of my account processing the transaction, I went through several NJ toll plazas with a negative balance, unaware of the negative balance, and therefore received several toll violations.I have mailed NJ EZ Pass a nine page document explaining that this was not a careless error on my part. I mainly use my EZ Pass for work purposes; I cannot keep a card on file to auto replenish the account per Company policy. I explained that this is only at a particular plaza; I have followed NY EZ Pass's advise to try and use different toll lanes in case the toll lane is malfunctioning and not reading the tag correctly. I even traded the tag in for a new tag, just in case mine was defective.I received a letter dated Nov 2nd stating that my request was considered but would not be honored, and I owed NJ EZ Pass an administrative fee of $50.00. On Nov 6, I received three letters dated Nov 4 that this was a "second notice of enforcement action" (Where was the first?) and that I owed 3 administrative fees, each for $50.00, totaling $150.00. At this point I have no idea what amount I would even owe, as this communication doesn't make sense.Desired Settlement: I would really like NJ EZ Pass to waive these fees. If NY was willing to recognize a technical error and adjust the toll to the appropriate amount, I do not understand why NJ is in fact punishing me for an overdrawn account that I did not intentionally allow to be overdrawn.

Business

Response:

Per our conversation with Mrs. [redacted] on 11/13/15, because Mrs. [redacted] has a New Jersey E-ZPass account in good standings and the violation tolls were already paid we will waive the violations fees. To date we have waived the violation fees for violation #T[redacted]922 and violation T[redacted]793. Mrs. [redacted] will contact us when she receives the third violation notice so we can waive that fee as well.

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.

Review: I opened an account with Ez-Pass when I was living in New Jersey. I moved to Texas and on 12/7/2014 I paid my balance of $14.25 online and I sent the transponder back with a letter asking to close my account. I got confirmation of receipt for my payment. Since then I keep on getting statements every other month charging me a service fee. I have called three times to fix this issue. Every time I am told that indeed they received the transponder and they are going to close the account. Last time I spoke with Kady, ID [redacted] on 7/31/15 . I really want the account closed and I do not want to pay the fees charged after December since by then I sent an official request to close the account.Desired Settlement: I want my account closed and the charges wiped out.

Business

Response:

We are in receipt of complaint [redacted] for [redacted] Unfortunately, without Ms. [redacted]’s account number we are unable to assist. Please have Ms. [redacted] provide either her account or device number. She can also contact Bertram Nipper at [redacted] or by email at [redacted].

Consumer

Response:

I got a message on October 14th stating that my account had been cancelled. This is all what I wanted since last December, so I consider the case closed, I am satisfied with the outcome. I want to take the chance to state that I really don't understand why this took 10 months, 1 letter and 3 phone calls. During the first phone call, I chose the Spanish option and I could barely understand the representative on the phone (I am a professional interpreter and I speak perfectly both languages), his Spanish was sub par. The second representative (English) was very rude and uninterested . The third was very professional and attentive but sadly, the problem did not get solved.

[redacted]

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.

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: 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,

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: 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 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: 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: 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: 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: 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: 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: 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: I received an EZ Pass violation in September about a violation that took place in mid August. I was not in UNION, NJ at the time, so I looked at the photo posted in the violation online. It was not my vehicle. The vehicle in the photo was a GMC YUKON XL and the license plate was one letter off from mine (MAZDA CX5). I sent an email informing them about the mixup (that their computer read the wrong license plate, which is obvious in the photo). I was ignored and sent another (URGENT!) bill. I sent back the photo they had on the website and explained all this. They sent back another letter (URGENT AGAIN!) I tried calling and the only option besides being thrown into the automated system again was to pay the fine.

On the website, the only way to get out of this is to pay the fine.

This letter says I have to send a DMV Abstract which costs $. Why do I have to pay money to prove my innocence when I wasn't even in the same area as the offender of this violation? If they read my license plate from the photo incorrectly, and was able to get all my information from DMV, then they should know that I have a MAZDA CX5 registered and not the GMC YUKON XL in the photo. Why do I have to PAY to send them that information. And more importantly, why do I have to spend this much time proving my innocence (three times, each time an hour preparing documents to send them.)? There is no customer service number, no email response. How much money are they making off of people (unlike me) who "just pay the fine?"Desired Settlement: I would like them to look at the photo and then get the information from the DMV (from the same place they got my address and license plate number) and find that the mistake is on their end. I do not want them to harass me with these letters that do not concern me or my car. They should use humans to refine their violations instead of relying on technology.

Business

Response:

We are in receipt of complaint [redacted] for [redacted] Per conversation with [redacted] we explained that the violation was wavied because the license plate in question was recorded incorrectly. We would like to apologize for any inconvenience that this may have caused

Review: I currently have an E-ZPass account that is paid monthly through automatic debiting from my checking account. I recently purchased a new vehicle and transferred my E-ZPass device from the old vehicle to the new one. Although the device works in the new car, E-ZPass charged me additional fees because I had a temporary plate for a few weeks prior to obtaining the actual license plate for the new vehicle. I called and spoke with Adria, a representative from E-ZPass, who stated that I was suppose to inform E-ZPass of this temporary plate. I stated to her that I was unaware of this information and asked her to waive the fees due to the toll fees were already paid through my E-ZPass account. The representative stated that these fees were standard. I feel like I am being charged twice for this situation. I already paid the toll, why am I receiving a penalty fee if I have an E-ZPass account?Desired Settlement: Please waive these additional fees since I have already satisfied the toll fee through my E-ZPass account.

Business

Response:

We are in receipt of complaint [redacted] for [redacted]. Per research we see that Ms. [redacted] receive a total of 9 violations for license plates [redacted] and [redacted]. When a customer receives a violation this means that we were not able to find an account to post the toll transactions to. There are two reasons why Ms. [redacted] received violations. The first reason is that the account was not updated with her current vehicle information. In our Terms & Conditions which can be found on our website at www.ezpassnj.com, we advise our customers that they must keep their account information updated at all times by calling into our customer service center at ###-###-####, visiting our Walk in Center at 375 McCarter Highway (Route 21) Newark, NJ (Hours M-F 7am – 7pm, Sat. 8am – 2pm), or by logging into their E-ZPass account at www.ezpassnj.com. The second reason is because of the age of Ms. [redacted]’s E-ZPass device. There is usually a 4 to 5 year battery life span in the E-ZPass devices. The older the device the better the chance it might not read in the lanes. Whenever, a device does not read in the lanes a picture of the license plate is taken. As long as the license plate is on a valid E-ZPass account, customers will not receive violations. We have taken the liberty to post the violation tolls to Ms. [redacted]’s account totaling $10.75 and waive all of the violation fees totaling $450.00. Please advise Ms. [redacted] if she receives anymore violations that she can take care of them via our website at www.ezpassnj.com, filling out the back of the violation with her account information or visiting our Walk in Center. Also, we have ordered a replacement device for Ms. [redacted]. We are sending the device along with a postage paid envelope so that Ms. [redacted] can return device [redacted]09. No further action is needed in this matter

Review: I Have an Existing EZ-pass account and for some reason my wife received multiple violations for no apparent reason. The tag would always read when we went through the toll. We received several violation notices in the mail and I filled them all out accordingly. After several weeks we just get an unannounced letter for a collections agency saying we now owe over $200 dollars in violations. How can this be when : 1. I have an ez pass account & 2. I filled out all of their paper work? This is very frustration since there is almost nothing I can do when you call them you cant get an answer or they tell you its to late since the account is in collections.

Also this is the second time EZ-Pass has done this to me.

The violations were Issued to My wife She is one of the tag holders on my EZ pass account [redacted]Desired Settlement: I would like them to reverse the violations of $50 per toll charge on my account (2000 1941 2601 8) and get my wifes name off of the Collections list. This is not fair and needs to be addressed

Business

Response:

Per research of violations assigned to license plate [redacted] the reason why [redacted] received them is because no devices were read in the lanes at the time of her toll transactions. There are multiple reasons a device would have not read in the lanes which could range from not being mounted properly to the age of the device. New Jersey E-ZPass devices have a life span of five years. However, if the customer has a valid balance and all of their license plates are on the account, they will not receive a violation but the toll(s) will post to the customer’s account as a plate posting. In the case of Mr. [redacted] the devices on the account are less than two years old however, the license plate in question is not on a New Jersey E-ZPass account. This is why Mr. [redacted]’s wife recevied violations. We advise our customers that it is up to them to keep their account information updated by either calling our customer service center at ###-###-#### or updating their account via our website at www.ezpassnj.com.There were a total of eight violations assigned to license plate [redacted] that were sent to 7[redacted]. However, we only received 4 violations from Mr. [redacted].The violation tolls were appiled to Mr. [redacted]’s E-ZPass account and the violation fees were wavied. Please see below:T1[redacted]43 1/20/2015 08:48:58 PMT1[redacted]50 2/11/2015 07:45:00 PMT1[redacted]75 2/11/2015 08:18:44 PMT1[redacted]25 3/8/2015 03:20:02 PM We did not received any correspondences from Mr. [redacted] for the following violations:T1[redacted]07 10/19/2014 08:20:34 PMT1[redacted]14 12/25/2014 12:50:01 PMT1[redacted]15 12/25/2014 08:18:26 PMT1[redacted]16 12/26/2014 02:15:43 PMBeing that these violations were not handled in the repective timeframe they were sent to the collection company for processing.As a one time courtesy we will waive violations fees totaling $200.00 and charged the violation tolls to his E-ZPass account totaling $8.40. This will remove his wife out of collections. However, if Mr. or Mrs. [redacted] receives anymore violations and if they are not taken care of within the specified time frame they will be responsible for the violation fee and toll in full.

Review: I live in NJ up to 2009. I had and used the Ezpass. I moved out of state in July 2009. I thought I returned my Ezpass because I couldn't find it after I moved. Shortly after finding it, I found out from a friend who went though a similar problem that the account had been accruing money bringing my account into a negative amount. I have yet to be contacted by Ezpass with any statements since I had moved. (Which is why I thought it was cancelled). I called today after finding it to send it back in. The customer service agent tells me I owe $10+. I explain the situation and that I don't feel I should be charged. She said I would have to cancel my account and pay the remaining balance. I explained that I would have if I knew I had an outstanding and accruing account. She said I needed to keep my account updated to get that information. I explained that the last location I lived in was at my mothers who still lives at the address and she hasn't sent me any account or warning info from Ezpass and my phone number had been the same. So again, received no warning that my account had been alive for 4 years. She explained I needed to send a check for the amount to cancel the account. I said I don't agree because you allowed my account to be negative for years and not notify me. She asked me to hold. I was put on hold. After about 20 seconds, I was hung up on.Desired Settlement: Clear me to a $0 balance, I will ship back my transponder and cancel the account.

Business

Response:

We are in reciept of complaint [redacted] for [redacted]. Per reserch of the account we see that the customer elected to received their statements and correspondence letters via email at [redacted]. The current account balance on [redacted]’s New Jersey E-ZPass account is negaitve $11.43 and if [redacted] returns the device in working condition we will refund the account in the amount of $10.00 leaving a balance of $1.43. We see that [redacted] called in 2010 and was given instruction on how to have the account closed but because we did not receive tag [redacted]64 along with a letter stating the account should be closed, the account remained opened. In order to close Mr. [redacted]’s account we would need Mr. [redacted] to return tag [redacted]64 with a payment in the amount of $1.43 to pay the outstanding balance. [redacted] can make a payment and return the tag to 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

Or [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 [email protected] 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 but I will comply.

Regards,

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I have had an issue with a charge on my Ezpass account. After not receiving much assistance to understanding this practice, I filed a complaint to the Revdex.com in sept 2013. [redacted] is the case Id. I was in contact with a rep during this process and the final outcome we agreed to was me sending just over $2 and returning the Ezpass and they would close my account.. I enclosed the Ezpass and two checks in the envelope for the total they asked for. One check was deposited, the other seems to have not been, I'm still working with my bank to find out if that check has or has not been cleared. My account remained open and I am again accruing a service fee. I can't open my account with Ezpass because when I try to reset my password I it wants to send me an email, and I still haven't received my temporary password to open my account. I've checked my junk mailbox as well.

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 ###-###-####.