EZ Pass New Jersey

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: 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 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: 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 have been trying to close my account for a few years. EZ Pass manages to keep it open. Using Revdex.com before I complained that I was being charged when I thought my account was closed. We agreed to a final payment and the request to return the pass itself. I enclosed the payment in 2 checks. They again did not tell me that my account was still not closed. They cashed 1 check, not the other and said they did not recieve my pass. After a letter went to my mothers house, I called EZ Pass to see what the status was. During the conversation, she marked my passed as recieved. I assume the system said it was but it was never officially changed. She said one check was cashed and the other was sent to another department. Also that I would get a phone call the following day. I told her I sent my full payment in two checks. The check for $.43 was not cashed so my account is still open. I said it was sent, and they needed to find it. She said a supervisor was going to call me tomorrow. Tomorrow came, [redacted] called and said they have not recieved my check and I owed $.43 to close my account. I explained I did and its up to them to find it. I wasn't going to let a live check sit out there. I also explained they are doing a modern day bullying becuase I held my end of the agreement, and they aren't.Desired Settlement: Either send my check for $.43 back to me so I can pay electronically and CLOSE THE ACCOUNT.

Or

Find and cash my check and CLOSE THE ACCOUNT.

Or

Explain to me why I wouldn't pay the $.43 only to keep my account open even longer and continue to call and write to get a final resolution. How would/does any of this benefit me?

Their solution of paying $25 to do a stop payment of a check worth $.43 is silly and a form of modern day bullying.

Business

Response:

We are in receipt of complaint [redacted] for [redacted] As of 2/28/2014 the outstanding balance of $.43 has been take care of and Mr. [redacted]s account is now closed. No further action is needed and we would like to apologize for the inconvenience.

Consumer

Response:

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

Regards,

Review: I returned my EZPass through the mail as directed by Customer Service, with a letter which included my account number and tag number, asking that they close my account and refund my balance, which should happen within 30 days I was told. I mailed this on June 24, 2015. On July 9, 2015, I got a statement in the mail, saying my balance was $19.45 and made no mention of my account being closed.

Upon calling Customer Service, and being told they did get the contraption, but no letter asking for the account to be closed-which is not true, they say I now have been charge an additional dollar and my refund is now $18.45. They say the received the device on June 30, but the fee was billed as of July 1. My statement is dated July 2, and posts trasactions through June 18.

It is not the dollar amount at issue, but that the total disregard for their mistake and their refusal to acknowlede they made a mistake and will correct it. The manager I spoke with at Customer Service, Tyrell, was absolutely rude. I feel this is almost a scam. Can you help with this please?Desired Settlement: I want a call from a senior manager and acknowledgement of their mistake and the CORRECT refund to my credit card please.

Business

Response:

We are in receipt of complaint [redacted] for J[redacted] Per research of the complaint we see that on 7/10/2015 Mr. [redacted]’s was refunded $19.45 (includes the reversal of $1.00 service fee). The statement that was sent to Mr. [redacted] was for activity date range 5/1/2015 to 6/30/2015, however the account was not closed until 7/10/2015 as previously stated so this is why the statement did not reflect the account being closed. We would like to apologize for the inconvenience that this matter may have caused. No further action is needed.

Review: While passing through the EZ Pass at the Delaware River Joint Toll Bridge on April 25, 2014, I inadvertently entered an EZ Pass only lane. I stopped the vehicle and received a card from the attendant with details about waiving the violation. This card gave an email address and a toll-free number (###-###-####) to contact within three business days. I sent an email, but was told to pay by phone. I did so, received the grace period toll, and paid the $1 toll by credit card over the phone. Two months later I received a letter with a First Notice of Enforcement Action saying the toll was not paid and adding a $30 administration fee. This letter from EZ Pass NJ has a phone number (###-###-####), but the automated system has no option for reaching anybody or leaving any message. I called the original 800-number back and was told that there was no record of the payment. I was told that the management of the bridge was changed and was given another 800 number to call. This number leads to a message saying leave your name and number. I left messages over several days but never heard back. I then emailed my proof of payment to the email address from the original card, received no response this time, then called back and was told they don't take emails (though the email inquiry in April had been answered). I sent my proof of payment and a letter in the envelope provided by the enforcement action notice, but received no response. The violation details on the EZ Pass website did not change. In order to avoid escalation of fees and given that there was no way to reach anybody, I paid the toll again along with the $30 administration fee online. I believe that my initial payment was never entered, but my credit card statement has evidence of the payment to "EZ PASS" and the 800 number it was paid over. Every business makes mistakes, but this business compounds its mistakes with a system that disallows any way to reach anybody to resolve it and does not respond to inquiries.Desired Settlement: I would like a refund of the $31.00 in my second payment to EZ Pass given that the violation was waived and toll paid two months earlier. The time and headaches of dealing with this unresponsive business can't be refunded.

Business

Response:

We are in receipt of complaint [redacted] for [redacted]. We have taken the liberty of forwarding Mr. [redacted]’s complaint to the Delaware Joint Toll Bridge Commission and was advised that Mr. [redacted] would have to send proof of payment that the toll was paid in April. Please have Mr. [redacted] fax the proof to 973.368.1600 attention [redacted] in order to receive a refund for the violation toll and fee Mr. [redacted] paid on 6/19/14 in the amount of $31.00. If Mr. [redacted] has any other questions please have him call [redacted] @ [redacted].

Review: This company steals from you when you try to end your services with them. I mailed them a letter along with their "tags" on December 30, 2015. I tracked the package and it was received on 1/4/16. I called the call center on 1/7/16 to ensure they were closing my account. The acknowledged receipt of the tags and said they were closing the account. On 1/20/16 I called again because I was waiting for a refund. They once again said they would close the account but did not. They charged my card for another month of "prepaid" tolls on 1/25/16. I called them on 2/9/16 about this additional charge and was told they hadn't closed the account and were still charging me despite receiving their tags on 1/7/16. This company makes it very difficult to leave their service and charges your credit card after they promise repeatedly that they won't. They need to treat people fairly and they don't. The steal. If enough people complain, perhaps they will have to treat people better.Desired Settlement: For them to treat people fairly.

Business

Response:

We are in receipt of complaint 11137495 for Ms. [redacted]. We left a message on the customer voice mail explaining why the account was not closed. As of 2/23/2016 the customer’s account has been closed and a refund in the amount of $127.75 was forwarded to the customer’s credit card on file.

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 letter from a collection agency today saying that I was past due owing NJ EZpass $41.92. In this collections letter it stated that EZ-Pass tried to contact me by "letter" twice and that I had not responded within 10 days. My account was closed off and the bill sent to collections. I had my EZPass account hooked up so it would automatically refill when it was low (connected to my bank account). Somehow, that seems to have been changed (although I didn't authorize the change). I also NEVER received any letters from EZ Pass. I paid the collections notice as I do not need black marks on my credit, however they charged me an extra $4.95 to process the payment. I tried contacting EZPass but beyond actually traveling to one of the customer service centers, they would not give me any other way to contact them! I do not live near to any of them!Desired Settlement: I would like to be refunded the amount I had to pay the collections agency and my account canceled with EZPASS and to never have them contact me again. I would also like for it to be noted for credit reasons that I DID NOT violate the "EZPASS" agreement!

Business

Response:

We are in receipt of complaint [redacted] for [redacted]. Per our research on the account we see that Ms. [redacted] elected to receive her statements and correspondence via email at [redacted]@yahoo.com when the account was opened on 3/23/2011. Ms. [redacted]’s account went negative on 12/18/12 due to service fees. A payment was attempted but declined on 11/27/12 using the credit card that was on file. When we were unable to retrieve a payment we emailed Ms. [redacted] at [redacted]@yahoo.com advising:“Your credit card issuer has failed to approve a toll replenishment payment that you previously authorized New Jersey E-ZPass to charge to your account”If a payment cannot be taken from the credit card on file in approximately 20 days the customer’s credit card 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 of the tag or a credit card is added back to the account.Also, the account balance was negative for 60 consecutive days so we sent an email to Ms. [redacted] at [redacted]@yahoo.com on 4/25/14 to inform her if the account balance remains negative for another 10 days from the date of the email her account would be revoked and she would not be allowed to open another account with New Jersey E-ZPass. Also, the account would be sent to a collection company. On 5/25/14 Ms. [redacted] account was closed and forwarded to a collection company for having a negative balance of $16.92. The balance includes a $9.00 tag fee plus the remaining balance of $7.92. Also, the collection company charges a $25.00 processing fee bringing the total to $41.92.If Ms. [redacted] returns device 02206527682 we will refund her the $9.00 tag fee. The device can be mailed to: New Jersey E-ZPass Customer Service Center P.O. Box 52003Newark, NJ 07101-8203 If Ms. [redacted] wishes to have another account with New Jersey E-ZPass please instruct her to contact [redacted] for more details.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I never received any emails stating that my account was negative and they never tried any other method of contacting me, even though they had/have a physical address on file. I also never received any emails stating my card had been declined or that my balance was low. I assumed the balance was still positive and since I have not used my EZpass in well over a year, that no major deductions had come out of it. If a company is going to send something to a collection agency, they should be sending not only emails (which are fine for statements) but physical mail stating the problems.

[redacted]

Business

Response:

Upon reviewing Better Business of New Jersey system we see that complaint [redacted] for [redacted] was not resolved. In response to [redacted] reply being that the customer selected email deliver of all correspondence letters and statements they were sent to [redacted]. As of 6/18/2014 the account balance has been satified no other actions is needed.

Review: NJ EZPass has charged me several times, with the photo of a car with an unregistered license plate ( [redacted] ), that is the same as my registered motorcycle plate.

I sent them a copy of my motorcycle registration, and I think that they accepted it for the first four bills, but now they sent me three new violations from the same vehicle, ,even after I surrendered my plate,( because of all of problems).

I don't know what else to do , when these people can't tell the difference between a car and a motorcycle.

When I got a new plate, they STILL sent me two more bills!Desired Settlement: Drop all charges.

Business

Response:

We are in receipt of complaint [redacted] for [redacted]. Per our research we see that the discrepancy is between two plates, [redacted] (0 as in the number) and plate [redacted] (O as in the letter). We have removed violation [redacted] and have addressed this issue. There is a chance that Mr. [redacted] could receive another violation for the incorrect plate based on the timing of this issue being resolved. If that does occur please have him contact our Customer Service Center at ###-###-####. We would like to apologize for the any inconvenience that this may have caused. No further action is needed.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted].I have three outstanding violations : [redacted], [redacted], and [redacted], from the same vehicle and license plate ([redacted]).If these violations are part of complaint ID [redacted], and are all dropped, this resolution is satisfactory to me.

Regards,

Review: I have been notified by mail of two alleged toll violations involving an Exact Change booth on Lane 9N on the GSP. I have currently disputed both but was notified by a customer rep by the name of [redacted] that there are 2 other violations for the same toll booth. All 4 violations are days apart and are listed as follows: 9/19, 9/24, 9/30, 10/10. As indicated on both dispute forms for both 9/19 and 9/24 I put in the required amount of .50 There appears to be a glitch with this machine as it wasn't registering the money, no matter how much I threw in, and I threw in another fare to try it again. I even blew the horn to notify the other attendants. The same rings true for the 9/30 and 10/10. I feel I am being undeservingly punished for an issue that needs to be fixed by the GSP Authority.Desired Settlement: My desired outcome is that the administrative fees for the following violations be waived and dismissed:

Violation No. [redacted] Date: 9/19/2014

Violation No. [redacted] Date: 9/24/2014

Violation No. [redacted] Date: 9/24/2014

Violation No. [redacted] Date: 9/24/2014

In good faith, I am willing to send in the 1.00 for the other 2 violations as I have already submitted the .50 for the violation on 9/19 and 9/24.

Business

Response:

We are in receipt of complaint [redacted] for [redacted]. Per our conversation with Ms. [redacted] she has agreed to pay the open violation tolls listed below:· [redacted] $.50· [redacted] $.50· [redacted] $.50· [redacted] $1.00· [redacted] $.50Upon receipt we will waive the violation fees for the violations listed below:· [redacted] $50.00· [redacted] $50.00· [redacted] $50.00· [redacted] $50.00· [redacted] $50.00Ms. [redacted] was advised to send the payment to the attention of [redacted] at New Jersey E-ZPass. No further action is needed in this matter

Consumer

Response:

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

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

Regards,

Review: On June 10th I requested for my account to be closed via email. This was confirmed via email by NJ E-Pass on the same day. On July 5th, E-Zpass still debited $120.00 from my account. On July 20th I sent an inquiry to figure out why my account had been debited, since I had closed it, and to find correct procedures for closing it.NJ E-Zpass then sent an email that my request would be responded to within 10 business days. I had not received a response, so I called NJ E-zpass. It was only then that I was informed by a very helpful representative that I had to send in my device to deter charges and receive my refund back. This information is not listed in customer agreements or in FAQ question on webpage. I'm wondering why it is not available on the website at all. At that time I sent in my device. On Tuesday August 26th I called to inquire about the return of my money and I was informed that the return had been processed and the money would be in my bank account within 3-5 days. Knowing that there was a holiday coming up, I waited almost two weeks before calling again, as the money was still not in my bank account. On Monday, September 8th I called NJ E-Zpass again. The NJ representative I spoke with informed me that the transaction had gone through at approximately 5PM Eastern Standard time that same day (9/8/2014). When I explained to him that I was told on August 27th that it would be in my account within 3-5 business days, he was very short and quite rude with me. He stated several times that it should be in my account because he was looking at a time-stamp that said the money had been put into my account. I checked my account, and it was not there. I called my bank to check if they could see an incoming transfer from NJ E-Zpass, but there was no such transaction. I called again today (9/8/14) because the money was still not in my account. Both the representative and manager were dismissive in their tone and apathetic for my concerns.Desired Settlement: NJ E-ZPass should clearly state closing procedures on website - without having to enter account information. Once customer initiates closing of account, customer's bank account should not be debited from again. Remaining balance on device can be refunded when device is returned. Customer service representatives should be knowledgeable and accountable of accurate information provided to customers. Furthermore, customer service representatives should be trained to be empathetic and supportive of customers. I expect much more accountability, responsibility and respect from a company that has direct access to my bank account.

Business

Response:

We are in receipt of complaint[redacted] for [redacted]. Per our research we see that the customer’s account was closed on 8/26/14 and a refund in the amount of $143.20 was sent to the credit card on file as of 9/8/14 per our system. We returned Ms. [redacted] call back on 9/11/14, however we have not received a return call. Please have Ms. [redacted] check with her bank one more time and if her account is still not refunded please have her call [redacted] at ###-###-####.Our “Close Account” Procedure can be found at our website in the “Term and Condition” at [redacted]Please see below:“You may terminate this Agreement at any time by calling, e-mailing or writing to the New Jersey E-ZPassCustomer Service Center requesting that your Account be closed, returning all of your New Jersey E-ZPasstag(s) in good working condition (except for normal wear) and settling any outstanding charges on yourAccount. Tags can be returned in person to any of the New Jersey E-ZPass Walk-in Center locations or bymail to the New Jersey E-ZPass Customer Service Center. Tag(s) will remain the property of New JerseyE-ZPass under all circumstances. Tag(s) issued to you that have been lost or stolen must be reported tous and any charges applicable to such tag(s) will be applied to your Account consistent with section 7 ofthese Terms and Conditions. Tag(s) returned to New Jersey E-ZPass not in good working condition or thathave been defaced will result in a fee being charged to your Account for each such tag as per section 16.All outstanding charges will be deducted from the funds in your Account with any remaining balancerefunded to you by applying a credit to the credit card you have on file, or, if there is no credit card on file,by issuing a refund check to you. Your Account will remain active with charges and fees, including themonthly membership fee, continuing to be applied until all outstanding balances are settled, you havereported all lost or stolen tag(s), and all tag(s) still in your possession have been returned to the New JerseyE-ZPass Customer Service Center. You agree that we may terminate your New Jersey E-ZPass Account forimproper use at any time, and without notice.” We would also like to apologize for any inconvenience that this may have caused, No further action is needed.

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 bill from E Z Pass plate [redacted] stating that I owe $3.00 for a toll that I missed that was not visible. I sent them a payment on 08/31/15 in the amount of $3.00 ck# 1855 which was cashed shortly after receiving it. Then on 09/28/15 I received a second notice for $3.50 which I paid also on 10/09/15 ck# 1872 which has been cashed. I sent them a letter when I sent the second check asking for a refund I have not received a refund from EZ Pass regarding my request I would like my refund of $3.50Desired Settlement: I would like a refund because they cashed my check shortly after receiving the first one and then a couple of weeks later they send me a second bill which they cashed also.

Business

Response:

We are in receipt of complaint [redacted] for [redacted]. Per our conversation with [redacted] we advised him that his violations are with New Hampshire E-ZPass not New Jersey E-ZPass. However, were able to reach out to New Hampshire E-ZPass on behalf of [redacted]. They advise that all the violations have been taken care of and if [redacted] would like to reach out to New Hampshire E-ZPass they can be reached at [redacted] or via their website at [redacted]Also, If [redacted] has any more questions for New Jersey E-ZPass he can reach out to [redacted] at [redacted]

Review: My daughter threw the desired coinage in the toll. It did not register. She beeped the horn. No one came. It was early morning. I filled out the complaint/dispute form and made a money order for the toll fee. EZ pass keeps declining it. Not sure what else they want. They have us under my husband's old EZ pass account. We don't use this service and want to cancel our records from them entirely. I feel like were are being harassed.Desired Settlement: I want this issue to be resolved in full. I feel that we should not have to pay 50.00 fee, for a toll that is not working properly, and /or staff to ensure there is a backup plan if machines are not working or unmanned.

Business

Response:

We are in receipt of complaint [redacted] for [redacted] Unfortunately, without the violation number we are unable help Ms. [redacted] daughter Please have Ms. [redacted] provide either the violation number(s) question. She can also contact Bertram Nipper at ###-###-#### or by email at [redacted].

Review: I started to receive billing for my account after being closed for over 2 years; customer service claims my account was never closed and they are not able to helpDesired Settlement: billing adjustment; written statement of closed account

Business

Response:

We are in receipt of complaint [redacted] for [redacted]. Per research we see that [redacted] account was with [redacted]). On May 2014 [redacted] merged with New Jersey E-ZPass. Before, the merged [redacted] account was not closed due to the device assigned to the account was not received and this is why the customer’s account is still open. We reviewed the customer’s toll history and we see that no tolls posted to the account via the device assigned to the account. As a courtesy we waived the tag fee of $9.00 and the negative balance of $10.58. As of 9/4/2015 [redacted] account is closed. We would like to apologize for any inconvenience that this may have caused and no further actions are needed in this matter.

Review: We have contacted their office over 30 times now regarding bogus toll violation claims. Firstly, it's clearly a license plate misread. And each time they blame their CPU and say they can't do anything about preventing new violation claims being sent out! Maybe they should get a new CPU! BUT HERE'S THE KICKER … even if the license plate was being read correctly, it's for a license plate my wife had over a decade ago and that was surrendered over a decade ago and that we've provided proof of this from Florida over 30 times now!!! Each time they acknowledge that it is a bogus violation, but each time they say they can’t do anything about any future violations. Despite our pleading, they say they can't stop the barrage of future violations from coming! This is from multiple 'supervisors' including one named[redacted]. So each time their envelope arrives in our mailbox, my wife gets upset and I have to take the time to contact their office and/or send back the form regarding the most recent violation(s) and why it is bogus. This harassment needs to be stopped! We should start sending them bills for the postage, copies, cell phone minutes and time spent addressing these bogus charges. They even had the nerve to ignore our pleading and pass some of these bogus violations on to a collection agency. By the way, we live over 5 hours away from where these violations are occurring! Maybe their super sleuths should think about that one. They haven't even tried to find the real culprits, whom I bet have a license plate similar to my wife's old one and probably live a LOT closer to the location of the violations than we do. We want the harassment stopped immediately! PLEASE HELPDesired Settlement: We want the notifications stopped. We want to receive no other notifications regarding toll violations. And we want confirmation that this has been corrected.

Business

Response:

We are in receipt of complaint [redacted] for [redacted]. We attempted to call [redacted]. using the phone number provided in her complaint but we get a message advising that the number is invalid. An email was also sent asking her to contact our Violation Manager. We want to express how sorry we are for the inconvenience this issue has caused and to assure her that we were correcting the issue. As of 11/12/2014 we have removed all violations assigned to [redacted]. Please advise the patron to disregard any violations that are dated before 11/12/14.If the patron receives any violations dated after 11/12/14 please have her contact our Assistant Violation Manager, [redacted], at ###-###-#### or via email: [redacted] Once again we would like to apologize for any inconvenience. No further action is need for this issue.

Review: I sent a certified letter, return receipt TWICE to BOTH NJ EZPASS & TO RMCB, which is the collection agency this account was forwarded to without EVER receiving ANYTHING in the mail regarding a bill or anything overdue.

Here is what I sent them:

I am contacting the both of you regarding the notice from RMCB I received in the mail yesterday. I am not only thoroughly confused as to how it got to this point, but very upset to put it lightly. I take pride in my standing with all of my creditors and my credit history, so to get a letter from a collection agency on something I know NOTHING about is absolutely unacceptable.I spoke with a lady by the name of Crystal at [redacted] yesterday, who was very helpful, once I received this unbelievable letter. To reiterate what I told Crystal, EZPass NEVER EVER sent me ANYTHING via neither standard mail nor email explaining any type of violation or monies due. This is absolutely ridiculous. It states in this letter that I did not respond to its notices regarding non-payment….where?when? To this day I have NEVER received a single notice or letter from EZPass stating anything was due or in violation. The last time I used my EZPass was months ago and all I remember it saying was “balance low”. In turn, this leads me to believe that if I want to use the EZPass anytime in the future I need to add more funds. I haven’t used it since then, hence the reason I have put no more money on it. Had I known it was going to be a violation of any sort, or received any type of notice of such, I would have added funds or closed the account simply a long time ago.I am still upset not only by EZPass way of doing things, which is basically and blatantly LYING, but the fact that it also says in this letter in BOLD letters that my account cannot be reinstated,when I have done nothing wrong. What is absolutely amazing to me is that the collection agency used the SAME ADDRESS apparently thatEZPass had on file, yet I received their mail with no problemDesired Settlement: This leads me to believe that EZPass just lies and states they sent notices just to get more money in the longrun by sayin the customer never responded to letters sent. Please correct me if I’m wrong as I would LOVE to hear why I never received a single form of notice in any way, shape or form stating that I was in any type of violation, or owed anything.I expect that not only will this collection attempt be cancelled and placed back with EZPass, but that I receive proper notice as you CLAIM you sent to actually give me a chance to handle the situation that actually first occurred. I am absolutely and completely done with your company, I no longer want to be affiliated with such crooks and liars. I expect my name cleared in FULL, with any revocation fees, or fees in general for that matter credited as well. I expect a letter back ASAP confirming all of this and will not hesitate to contact the Revdex.com to file a formal complaint on your fraudulent accusations on me if I do not receive so. I have the CORRECT mailing address listed at the top of this letter in case you attempt to send it to a fake address again.

I expect to hear a response to this certified letter that is being sent to you within 24 hours of receipt. If I do not, I will be forced to file a claim and a lawsuit if need be. At this point it is just the principal of the matter and to clear my name of your company’s lies.

Business

Response:

We are in receipt of complaint [redacted] for [redacted]. Per research on the customer’s account we see that Ms. [redacted] opened her account via our website at www.ezpassnj.com on 10/7/2014. When a customer opens their account via the web they must select how they wish to receive their statements and correspondences letters. Ms. [redacted] elected to receive correspondence letters via email to [redacted]@hotmail.com. However, Ms. [redacted] selected the option “None” for statement. This is why the customer never received any statements via mail or email. Also, because the customer elected to have her correspondence letters delivered to her email we sent an email to [redacted]@hotmail.com advising the customer that her credit card issuer has failed to approve payment to her E-ZPass account on 11/11/2014. Then on 1/31/2015 we sent another email to [redacted]@hotmail.com advising that our records indicated Ms. [redacted] prepaid balance on her New Jersey E-ZPass account has fallen below zero for at least the last 60 consecutive days and that If the account is not replenished within 10 business days of the date of this letter your New Jersey E-ZPass privileges will be revoked and your account will not be reinstated also, advising her account will be charged an account revocation fee of $25 plus any applicable log tag fee(s). Continued use of your New Jersey E-ZPass tag will result in toll evasion violations and administrative fees. So failure to act on that notice resulted in the customer’s account getting sent to a collection company. The current balance owed by Ms. [redacted] is $52.85. The total amount includes a negative balance of $27.85 plus the collection fee of $25.00. If Ms. [redacted] returns the E-ZPass devices we will adjust $9.00 for [redacted] and $15.00 for [redacted]. This will leave a remaining balance of $28.85. Once, we receive all the requested items we will submit a request on behalf of Ms. [redacted] to New Jersey Turnpike Authority to have the option of obtaining another New Jersey E-ZPass account if Ms. [redacted] choses to. Ms. [redacted]s can forward the requested items along with a payment made by check or money order no cash to: New Jersey E-ZPass Service Center 375 McCarter Highway Newark, NJ 07114Attn: Bertram [redacted] Please make the check or money order payable to New Jersey E-ZPass. No further actions are needed.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:The ONLY emails ever received from EzPass was: 10/7/14 "Account Enrollment" and 11/18/14 "Forgot Password Confirmation". I even checked my junk mail so there may be something wrong with your system or the person that claims to have sent it. Do you receive a delivery and/or read receipt when you send things like these? When you didnt receive a payment or response why did it take you 4 months to send something through the mail then? March 23rd was the FIRST correspondence I ever received and that was thru the mail. This is when I started sending my letters certified with return receipt that your company signed for TWICE and never got back to me. Do you not send something to be signed before being referred to a collection agency?!!? Did anyone try to call and contact me that way??? My main question is, why didnt I receive ANYTHING from EZPass before I received something from the collection agency???I take pride in my credit history with any and all companies and you can check my background/credit rating on that, so to be accused of something that I know was not done and you did not do as you claim is just ridiculous and absolutely unfair.

I have no problem in returning the EZPass. The funny thing is, I kept it this long, yet this is the first I'm even hearing that I can return it at all. This is supposed to be a well known business and this is how you operate??? You mentioned "If Ms. [redacted] returns the E-ZPass devices we will adjust $9.00 for [redacted] and $15.00 for [redacted]." What are these 2 account numbers when I only had one EzPass account?????You also stated "This will leave a remaining balance of $28.85. Once, we receive all the requested items we will submit a request on behalf of Ms. [redacted] to New Jersey Turnpike Authority to have the option of obtaining another New Jersey E-ZPass account if Ms. [redacted] choses to." Can you send me an itemized bill but I do not charging the amount over what was initially prepaid on my account, and your site will not let me sign on any longer? I really feel as if I owe absolutely nothing as it was a total wrong doing on EZPass part and it is very bothersome that I have to go through something like this when I know my character and payment loyalty. It almost makes me feel as if it needs to be taken to small claims court just for the principal of it all.I will return the EZPass to the address listed without a problem. I will ship that out today via UPS acually to make sure you get it and to make sure I have a tracking option as my trust in your company is completely over. I expect that there be no charges left on the account unless you can furnish an itemized bill that shows that I actually charged those fees while riding on the toll roads.

Regards,

Business

Response:

We are in receipt of Ms. [redacted] response. Correspondence letters were emailed to the address on file on 11/11/2014 and 1/31/2015. Statements were not sent when Ms. [redacted] opened her account through our website at www.ezpassnj.com however as stated in our previous response, she did not elect to receive statements. Although the NJ E-ZPass terms and conditions state that Ms. [redacted] is responsible to ensure she maintains a balance above zero; she cannot allow her account balance to become negative so customers are required to monitor their accounts using our website, calling our Customer Service Center or reviewing their statements we did make several attempts to contact her. On 11/11/2014 an attempt was made to automatically replenish the account with the credit card on file, however the customer’s credit card declined and a letter was e-mailed to the address on file informing the customer of the decline. Eventually the account was converted to a “CASH” account due to the credit card decline; therefore, a $10.00 per transponder deposit was taken from the current balance. On 1/31/15 a revoked warning letter was sent by email advising Ms. [redacted] her prepaid balance on her NJ E-ZPass account had fallen below zero for 60 consecutive days and that If the account was not replenished within 10 business days of the date of the letter her account would be revoked and not be reinstated. The letter also stated that she would be charged an account revocation fee of $25.00 plus any applicable transponder fee(s) and continuing to use her NJ E-ZPass transponders may result in violations. Regarding her question concerning receiving any delivery and/or read receipts we did not receive notice that the email was not delivered. Since no action was taken her account Mrs. [redacted] was charged for the two transponders, $9.00 for the interior and $15.00 for the exterior, the account was closed and forwarded to a collection agency. We did find a second transponder was ordered through our website on 1/9/2013. However, our records do not indicate this transponder [redacted] had been used so will credit the $15.00 lost transponder fee. We are in receipt of transponder [redacted] so her account has been credited for the $9.00 lost transponder fee. The current balance is $28.85, which includes the collection agency’s fee. Apparently Ms. [redacted] did not receive any of the email communications so we have agreed in good faith to waive the $25.00 collection fee so her final amount due is $3.85. In addition, Bertram [redacted] attempted to contact Ms. [redacted] to answer all of her questions however; she did not return his call. If Ms. [redacted] will provide a valid email address we can send her the itemization she is requesting. Ms. [redacted] can make a payment with a credit / debt card by calling Bertram [redacted] at 973.368.1656 or a payment can be mail to:New Jersey E-ZPass service center 375 McCarter Highway Newark, NJ 07114Attn: Bertram [redacted]Please have the check or money order 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.

They keep increasing my threshold every few weeks after only spending around $80 on tolls per month. Now they are planing to take $235 every time my balance goes below $117. These people are scammer. They should not allow thresholds to go to a ridiculous amount. When I first started, it went from $25 to $40 to $70... Now $117... I'm afraid to see what it will be next.

Review: I had EZ Pass accounts in [redacted] and [redacted] but hardly used the [redacted] account. The [redacted] account replenishment amount was $25 dollars. The problem began when my [redacted] account replenished itself ten times in a two week period. I contacted NJ EZPass and they said they could not close my account because I forgot the password and there was no other way to do it. I called my bank and cancelled the credit card instead to protect myself. EZ Pass claimed that I had a balance of minus $200 within ten days. My [redacted] account is heavily used and the replenishment amount is 650 a month which I use. I mysteriously started to get NJ EZPass "toll violations" delivered to my home from two different vehicles

When I called New Jersey EZ Pass to dispute the violations which they typically take the outstanding toll from your existing account I was told that since my former New Jersey account was in default they would not honor my [redacted] account. I received five more "violations" since. The EZ Pass organization is violating their own rules by trying to charge me the full violation and the service charge because they want to collect the outstanding money for the New Jersey organization. I have no problem paying the outstanding balance on the NJ account if someone would advise the dollar amount. They refuse and keep sending these violations only from NJ tolls. I contacted ** EZPass and they stated that my passes are working perfectly and could not explain why NJ tolls are at times not reading the tag.

I spend 650 dollars a month on my ** account but NJ EZPass continue to try and hold me hostage for charges that are not mine.Desired Settlement: I want to pay what they claim is owed on the closed NJ account and be credited the mysterious NJ EZ Pass violations and tolls that are arriving weekly. I feel that this is simply a way for EZ Pass NJ to extort the money from me.

Business

Response:

Per my conversation with Mr. [redacted] I explained that the reason for the multiple replenishments was because his account toll usage increased. During 3/26/15 to 5/25/15 Mr. [redacted] used $195.10 in tolls resulting in the need to replenish Mr. [redacted] account 8 times totaling $200.00. The current balance on his account is negative $272.72. This amount includes the account balance along with the collection fee. If Mr.[redacted] returns the devices that are assigned to the account we will credit his account balance $9.00 per device totaling $36.00. If Mr. [redacted] wishes to pay the balance with a credit card the payment can be made to the collection company [redacted] at ###-###-####. Checks should be made out to NJ E-ZPass Customer Service Center.

The device(s) and check payment can be mailed to:NJ E-ZPass Customer Service Center[redacted]Attn: [redacted]

I also explained to Mr. [redacted] that if the violation(s) in question were in collections at the time he called the office then we would not be able to waive any violation fees, or if Mr. [redacted] returned the violation form and did not submit the toll only payment as it is indicated in section C2 for violation dispute section the violation fee(s) would not be waived.A customer has 105 days to dispute any violations. After, that timeframe the E-ZPass customer is responsible for the violation in full (fee and toll) To date Mr. [redacted] has a total of 9 violations and 2 of them are collection status. Please see below:[redacted] $28.35 occurred in 2010[redacted] $51.50 occurred in 2015As a courtesy our violation department will grant the violation fees to be waived when we receive payment for the violation tolls listed. Please see below for amount due.[redacted] $0.50 [redacted] $3.35

The other remaining violation fees can be waived if Mr. [redacted] submits the toll payment only via check or he can call our violation department at ###-###-#### to pay via credit card as long the violations do not go to collection status. Please see below for violations.[redacted] $1.50 [redacted] $0.50[redacted] $1.50[redacted] $6.65[redacted] $6.65[redacted] $6.65[redacted] $6.65

If Mr. [redacted] has any more questions he can call [redacted] at ###-###-####.

Review: I have been being charged for tolls via my ezpass device in my glove compartment but have been paying out of pocket at the tolls. I have asked the collectors on numerous occasions if the device has been detected and they have said no. I have a -$13 on my EZPASS account and this is due to being double charged. The last time I was double charged was on May 20th on the [redacted] Turnpike. I called EZPASS two times the last time being June 25th. The last conversation the agent told me a form to fill out regarding a refund was sent out to me 3 days prior but I have yet to receive it. They are giving me the run around about this situation and I want my money back.Desired Settlement: A refund in the full amount.

Business

Response:

We are in receipt of complaint 100695992 for Jody Archimene. There were two tolls that posted to the customer’s account from [redacted] Turnpike for transaction date 5/20/2015 and 6/4/2015. New Jersey E-ZPass only post toll transactions received from the agencies. Each agency has different rules and guidelines to dispute toll transactions. If Jody Archimene wishes to dispute the charges from [redacted] Turnpike they ([redacted] Turnpike) request that customers fill out a form called 33-11B form. The form can be downloaded at:[redacted] Turnpike advises customers to fill out this form and include all requested documentation. Then the form should be forwarded to the PTC E-ZPass Customer Service Center at Pa 17111. To avoid delays in the processing of your request, please complete the form in its entirety before returning it. Forms received without all required information cannot be processed.We would like to apologize for the inconvenience that this may have caused. No further action is needed.