EZ Pass New Jersey

Review: They have a tag swap program that started last year and I was notified that I would need to get my device swapped, they claim they sent out the device and it returned and since October of 2013 I have called to get it resent. Every week the customer relations person speaks with a manager and states 3-5 business days it will be there every week I get the same thing. This has gotten to a point where it is routine to call spend 10 mins on hold so that they can review and come back with the exact excuse each week.Desired Settlement: An exchange of the device that they claim is defective or faulty and compensation for this grief each week taking my time out of my day to do their job for them.

Business

Response:

We are in receipt of complaint [redacted] for [redacted]. Two phone calls were made to Mr. [redacted] to apologize about the miscommunication between our customer service agents and Mr.[redacted]. We called to explain how New Jersey E-ZPass system works and on how this issue can be resolved. It was explain to Mr.[redacted] in order to send him a replacement device a payment is needed to bring the account out of the negative.

When a customer like Mr. [redacted] elects to have their account set up as “Cash” a $10.00 per tag deposit is required if the customer wishes to replenish their account by cash or check. To have the tag deposit credited back to the account the customer will have to either add a credit card or a direct debit from a bank checking account.

Per conversation with Mr. [redacted] we explained that we are unable order a replacement device at the time because as of [redacted]/14 Mr. [redacted] account is negative. However, as of [redacted]/14 we were able to order and mail a replacement device to Mr. [redacted] because a payment was made to the account. The current balance on the account is $7.50.

Once again we would like to apologize for any inconvenience that this may have caused.

Review: In Nov of 2012, I mailed my EZPass tag to the address shown on the tag itself with a letter stating that I wished to close my EZPass account. Several months later, after moving to Seattle, WA, I received the same package I originally sent, which was returned due to wrong address. I then called EZPass to explain what happened and asked where I should send the tag. The customer service rep told me the correct address and then told me that she would put a note on my account that I should be refunded since Nov 2012 once they received my EZPass tag. I immediately mailed it to the correct address, which was in April 2013. In Nov 2013, I was charged $25 by EZPass. Once I logged in my EZPass account, I realized that they never closed my account and have been charging me $1 per month. Clearly, their system of closing accounts is broken. There should be a way to close my account, which stops charging me the monthly fee, and refunds me some fix amount once they receive the EZPass tag. As far as the EZPass tag, they should process the received tags in a timely manner, and provide feedback after some time and it is not received. Even assume it was lost. It is incredibly frustrating dealing with their customer service because all they say is "we are waiting to receive the tag".Desired Settlement: My credit card refunded and my account closed.

Business

Response:

We are in response of complaint [redacted] for [redacted]. Per research on the account we see that the customer inquired about closing his account on 1/2/13 and was given the correct address when he again called on 5/21/13. There are no notes on the account advising that a credit will be given back to 12/2012. However, we will refund the account starting from 2/2013 to present totaling $9.00. The customer will receive a refund in the amount of $43.43 to the credit card on file. Please allow 7-10 business day for refund to post to the customer’s credit card. New Jersey E-ZPass apologize for the inconveince 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 received several notices stating that one of my vehicles has run a toll booth. It is the same toll booth on different days. They want an additional $50 administration few in addition to the price of the toll. I have not gone through any tolls without paying. I called customer service and spoke to a very rude young lady. She advised me that if the toll booth did not record the transaction correctly and say paid then maybe the money got stuck and instead of leaving I should just keep putting money in until it says paid. To make sure I understood what she was saying, I asked her "so I should keep putting $1.50 into a broken toll booth until it says paid so that I don't receive this notice?" She said yes. I asked what since that made because apparently the booth was not accurate. She then told me that I need to file a complaint with the state for a broken toll booth but unfortunately, I have to pay Ezpass again.

There has to be some kind of law against their practices. I've paid these notices in the past and then after cashing my check, they sent me a bill saying it was a second notice. They are basically stealing. I try not to use the parkway because of all of the past problems that I've had with this company. Problems which included double charging every time I went through a toll for about a month when I was an Ezpass tag holder. After that resolution I decided that I did not want an Ezpass account. Now with them being able to take pictures of license plates, they are charging people who pay their tolls and blaming it on the state for having broken toll booths.

I need some kind of help with them because I am so tired of them stealing my money.Desired Settlement: All I want is for them to stop billing me for tolls that I have already paid. Enough is enough. I'm not sending them anymore money for a system that is flawed. If I didn't pay, that would be one thing, but I did pay over and over and their response, "keep putting money in until it says paid". By that logic, I could sit there all day putting money into a broken booth. Oh and she also told me that blowing the horn to alert someone of a problem doesn't work anymore.

Business

Response:

We are in receipt of complaint [redacted] for[redacted]. Per our research we see that Mr. [redacted] received multiple violations using our E-ZPass express lanes. We have radar Mr. [redacted] using those lanes excess up to 50 MPH. On May 6, 2005 Express E-ZPass lanes were implemented at different plazas and lines on the Garden State Parkway (GSP). They are as followed:· Pascack Valley toll plaza, lanes 6 and 7 Southbound and, 8 and 9 Northbound· Raritan South toll plaza, lanes 15S through 19S, southbound· Asbury Park toll plaza, lanes 10n 11n and 12n.· Toms River toll plaza, lanes 6N and 7N, northbound, and 10S and 11S, southbound· Cape May toll plaza, lanes 6N and 7N, northbound Below are 18 violations that are currently open along with the status and amount of the violations · [redacted] e-zpass lane $50.50· [redacted] express e-zpass lane $51.50· [redacted] express e-zpass lane $51.50· [redacted] express e-zpass lane $51.50· [redacted] express e-zpass lane $51.50· [redacted] express e-zpass lane $51.50· [redacted] express e-zpass lane $51.50· [redacted] express e-zpass lane $51.50· [redacted] express e-zpass lane $51.50· [redacted] express e-zpass lane $51.50· [redacted] express e-zpass lane $51.50· [redacted] express e-zpass lane $51.50· [redacted] express e-zpass lane $51.50· [redacted] violation in collections e-zpass lane $55.15 · [redacted] violation in collections express e-zpass lane $53.00· [redacted] violation in collections e-zpass lane $51.50· [redacted] violation in collections express e-zpass lane $51.50· [redacted] violation in collections e-zpass lane $50.50 The total amount owed in violation fees and tolls is $930.15 which is broken down to $900.00 in violation fees and $30.15 in violation tolls.However, if Mr. [redacted] sends a payment in the amount of $430.15 and reference violation account [redacted], as a one- time courtesy we will waive $500.00 in violation fees and remove any violations that are collection status.The payment should be made payable to New Jersey E-ZPass and mailed to [redacted], NJ 07114 Attention: Operation Department Mr. [redacted] can also make a payment using his credit card by calling ###-###-####. Also, if Mr.[redacted] has any question please have him contact [redacted] at ###-###-####

Review: We terminated our EZPass NJ account on 2/28/14. Upon termination of service, our access to our online account was cut off. We needed the statement from the last month of service (2/2/14 - 2/28/14) due to a toll violation on 2/14, which was incorrect. The toll was $0.50 and the EZ Pass transponder did not work properly, therefore we were billed the $0.50 plus a $25 administrative fee. This fee can be waived if a statement can be sent to[redacted] to prove the EZ Pass account had the proper funds at the time of violation (it did). We can't print it ourselves because we have no online access anymore. We have called FIVE times now (over an entire month!) and received various months' statements via mail (which takes a week each time!) but never the one we need. Each time I call and ask for a supervisor, I am told "none are available due to our high volume of calls at this time." At one point I was told a supervisor would look into it and email it to us within 24 hours; this was 2 weeks ago...never happened. I called again today and again was told (by "[redacted]") I could not talk to a supervisor...but they'd look into it and get back to me within 24 hours. This is UNACCEPTABLE, as we now have a $63 bill from [redacted] due to fines - from a 50 cent toll!!! I hung up and called right back, demanding a supervisor immediately. I was FINALLY give one - [redacted] - who said he will look into it and get back with me today. As of 4:56 p.m....no call. To be fair, he said he had to go to another department to try to generate the statement. I am hoping to hear from him tomorrow. Any assistance the Revdex.com can offer would be GREATLY appreciated. We do NOT wish to incur more penalty fees for this toll violation, especially when we did have the money in our account at the time. Thank you very much.Desired Settlement: Send the statement via fax or email so we can resolve the issue with[redacted]!!!

Business

Response:

We are receipt of complaint [redacted] for [redacted]. Per our records we only received one payment in the amount of $30.00 for violation [redacted] as of 5/7/2014. If[redacted] believes that New Jersey E-ZPass charged him twice in the amount of $30.00 please have him provide his statement showing the double charge so that we can look into the matter further.

Review: The inability to close my account...claiming that I have two ezpass tags out and being charged for both when I returned one of the tags years ago. Having to write a letter to close my account....WHY CAN THIS NOT BE DONE ONLINE/THROUGH CUSTOMER SERVICE? Charging my credit card above and beyond the replenishment charge agreed upon....They can't just take money from my account!!!Desired Settlement: I want the NJ EZ PASS account closed, [Account Number [redacted]

I want a complete refund of remaining funds on my account which is $28.77.

I want a certified letter from NJ EZ-PASS detailing the information in my account and acknowledging that the ACCOUNT IS CLOSED

Business

Response:

We are receipt of complaint [redacted]. Per the customer’s request we have closed his account. We also credited the customer’s account $1.00 for the service fee that was charged on 6/13/2015. The total amount that will be refunded back to Mr. [redacted] credit card is $27.52. We would like to apologize for any inconvenience that this may have caused. If Mr. [redacted] has any other questions he can call [redacted] at ###-###-####. Once again Mr. [redacted]s’ account is now closed no further action is needed.

Review: The New Jersey EZ Pass corporation has been sending my wife, [redacted], numerous collection notices for unpaid tolls. My wife and I have responded by mail several times with our EZ Pass transponder number in order to pay the applicable tolls. Our responses have not been acknowledged. Instead, we continue to receive collection notices. It is unjust to attempt and charge $30 administration fees for every toll not paid, especially when our transponder was fine. It works today and it worked when the unpaid violations were processed. We have been EZ Pass customers for many years, using this same transponder on NJ Roads with no problem until these charges.

We would like these charges reduced to the toll fees only.Desired Settlement: We would like these charges reduced to the tolls only and charged to our account.

Business

Response:

Response: [redacted]Customer/Client Services AnalystOperations Department[redacted]New Jersey E-Z Pass###-###-#### [redacted] After researching the information in the complaint, we have found that, the customer was in-fact returning the violation with their account information listed. However, the form states, “I have enclosed payment for the tolls due and request the administrative fees be waived.” The customer failed to mail in payment for the tolls. I have placed a phone call to the customer [redacted]. After explaining the error i.e. toll payments no submitted, the customer made a [redacted] payment for the $34.25 covering all toll charges associated with ten violations found. I also informed the customer two additional violations were located in his name. No tolls were owed, just administration fees for $50.00.Since all tolls were paid in full, all administration fees for both [redacted] and [redacted] totaling $450.00 have been dismissed. The violations that were dismissed are:[redacted] New Jersey E-Z pass considers this matter closed. Thanks,[redacted]

Review: On October 30, 2014 a review of my bank account reflected two charges for EZPass, one expected and authorized, the other unexpected and unauthorized. The unauthorized charges created an overdrawn account and resulted in $74 worth of charges.

Previously I had taken issue with EZPass' increase in the deduction amount, and was therefore reduced to $35. The initial charge was for $35, followed by a charge for $125. When I spoke with a representative I was told that after an assessment of the last 90 days, the deduction amount was recalculated. With only one month of increased usage I'm not sure how $35 went to $125, so I again requested the amount be reduced to $35. The representative agreed to do this, but apparently it takes 7-10 business days to credit our account.

My biggest point of contention is that a charge for $35 was made to the account, then the increased amount. The representative was unable to justify why two charges would have been made to the account. What's more, there is never any notification of an increase in the auto-deduct amount, nor are statements provided regularly.Desired Settlement: I would like the $125 to be refunded. The representative claimed it would be $115 refunded as the $10 was to cover the account, but with the $35 charge, there is no reason for that. Additionally, I would like the NSF charges of $74 paid. I have spoken with the bank, and they feel EZPass' is to blame and therefore should be responsible for the charges.

Business

Response:

We are in receipt of complaint [redacted] for [redacted]. In our Terms and Conditions which can be found at www.ezpassnj.com we advise our customers:“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 beadjusted accordingly and you will be notified on your next scheduled statement” Below are the customer’s toll monthly activities that lead to the replenishment amount going up:6/24 – 7/23 $57.607/24 – 8/23 $280.438/24 – 9/23 $59.299/24 – 10/24 $104.84The total amount for this period is $502.16 which is an average of $125.54 per month and this is why the account replenishment was changed from $35.00 to $125.00. At the request of the customer, the replenishment amount was lower to $25.00 but be advised that the account will be continually evaluated on a quarterly bases and replenished based on usage. Also, we refunded $70.00 to Ms. [redacted]’s credit card on file leaving her E-ZPass account balance as of 11/13/2014 $28.20.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:All of these responses continue to dismiss the initial problem and subsequent errors. I am perfectly aware that the account continued to deduct for usage; however the account balance should have been operating on a different threshold and balance as a result of my initial call to EZPass. Nothing was processed after an extensive conversation with the customer service rep, in which she lectured to me about account procedures. Ultimately I had to contact EZPass a third time regarding the credit due to my account. It's then that I learned the credit was never put through, and the threshold was set to $25 instead of the $35 I requested.For all the blatant incompetence I am still seeking the additional $74 for fees incurred as a result of EZPass.

Regards,

Business

Response:

We are in receipt of Ms. [redacted]’s response unfortunately we cannot refund the customer any money due to the fact the customer already used the money for tolls. The customer’s current balance on the account is $10.52.If Ms. [redacted]’s has any other questions or concerns please have her call [redacted] at ###-###-####. No further actions are needed.

Review: I called in December of 2013 and spoke to a customer service agent at NJ Ezpass. I told her I was looking into what needed to be done to close my account. She stated all I needed was to mail in both EZpass tags thatI had , go online close the account and they would refund any unused funds on the account to me VIA check. On January * 2014 I went on EZpass NJ website and closed my account and and auto reply stated that my account was closed. On January * 2014 EZpass charged my bank account a replenishment fee of $25. At no time was this transaction authorized since my account was closed on January * 2014. The $25 would have been from an automatic replenishment that would happen if my account went below $10. Since my account was closed someone didnt do their job and stop the replenishment happening on their end. There is no reason why EZpass illegally took $25 from my account knowing it was closed and I received confirmation it was. I sent both EZpass tags back VIA [redacted] Express and they were signed for by an employee at your customer service center where I was instructed to send those tags by their customer service rep. I can provide [redacted] tracking info. I contacted my bank[redacted] and they said EZpass said they have a clause that states if an account is closed 3 days before a transaction they can keep the money. Well that is not in any of the paerwork or online when I signed up for EZpass a few years ago and the EZpass customer service rep stated I'd receive a refund from EZpass in which I still have not. They should not at anytime taken funds from my personal bank account that wasnt authorized and was illegal. At this time EZpass will not respond to me or refund any of my money back. EZpass has no reason at all to keep any of my unused funds since it was prepaid and didnt follow thru with what their customer service rep told me.Desired Settlement: I would like all of my unused funds given back to me VIA check or return to my bank card like I was told by their customer service rep. The amount should be appx $25 that was taken unauthorized and appx $9 of unused funds. This is an outrage that they can deceive a customer and not return my hard earned money

Business

Response:

We are in receipt of complaint[redacted] for [redacted]. Per our research we do see that Mr. [redacted] requested to have his account closed via our website but however at that time the account was not closed because per our terms and conditions states that we do not close a customer’s account until the device(s) are returned. This allows all tolls to be charged to the account according. For example Mr.[redacted] requested his account closed via New Jersey E-ZPass website on 1/3/14. The last toll posted to Mr.[redacted]’ account on [redacted]/2014. The device was removed from Mr.[redacted]’ account on 1[redacted]/2014. As of [redacted]/2014 the account is closed and a refund in the amount of $$29.89 was applied to the credit card on file. New Jersey E-ZPass would like to apoloizge for any miscommunitcation.

Review: I have ezpass toll responder tag supplied by ezpass NJ. I have used the tag as specified by the company. Twice when I used the tags on two different rental cars 1. the tag skipped two of the tolls in-between the journey, 2. the tag skipped the entire tolls in the journey. Because of the missed tolls the rental car company charged my credit card with the toll charge plus additional fees as per the rental agreement. I contacted ezpass NJ several times with requests to look into the issue as it happened twice and it was the tag error both times and I had to pay the toll with the fees. The response I got from ezpass NJ for my inquiry was a generic response saying "Due to the complexity of the issue it has been escalated. You may be contacted by a representative within the next 3 business days if we require further information to resolve your issue. If not, we will respond via email with a resolution". The last response was received on 11/06/2015 and the inquiry is indicated closed on the inquiry status menu. Till this moment I was never contacted nor never received any response for all my inquiries. I would like them to resolve the issues, fix the tags, refund me or pay me for the excessive toll fees I end of paying to the rental car company because of the ezpass NJ tag error. Please contact me if you need further information on the addition toll fees charged by the rental car company or any questions related to this complain. I can be reached either through email or phone.Desired Settlement: Ezpass NJ should look into fixing the tags, refund me for the additional toll fee charged by the rental car company because it is not my mistake caused by Ezpass NJ issued tag.

Business

Response:

We are in receipt of complaint [redacted] for [redacted]. Per our conversation with Mr. [redacted] we reached out to the rental company that charged the convenience fee of $7.90. They have agreed to refund that fee back to Mr. [redacted]. We would like to apologize for the inconvenience that this has caused. If Mr. [redacted] has any other questions please have him contact [redacted] at ###-###-#### or by email at [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: EZ Pass charged me over $400 in tolls against a vehicle that I do not and have never owner. The vehicle that was blowing tolls was tractor trailer. An 18 wheeled commercial vehicle, with an altered license plate. I have spoken to EZ Pass at least 15 times, and emailed with one of their reps only to be told "it's taken care of" or "we'll look into it" or "just pay it." I went to DMV to get new license plates to stop them from charging me.

I have been receiving notices from collection agencies. This is damaging my credit rating.Desired Settlement: Credit all the charges associated with this tractor trailer blowing tolls and stop the collection agencies from contacting me.

Business

Response:

We are in receipt of complaint [redacted] for [redacted]. We would first like to apologize for any incovenience that this may have caused. We have transferred liabiltiy from [redacted] to the correct patron. No further actions are required. Once again please accept our apologies for the inconvenience.

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 is intimidating me to pay an administrative fee of $50 DOLLARS.or they will suspense my motor vehicle registration or damage to my credit rating.on there first notice I fill out section b for inadvertent toll violation.I sent a check for $1.50 it said do not send administrative fee for $50 dollars.I received a second notice to pay the $50 fee.I sent them a copy of the both sides of the check that they cashed.I now received a final intimidating notice to pay the $50 fee.why?Desired Settlement: waiver the $50 administrative fee

Business

Response:

We are in receipt of complaint [redacted]or [redacted]. We left a message for the customer to give us call back. We wanted to advise that the violation fee (for $50.00) in question was waived back on 10/30/2014. No further actions are needed for this matter.

Review: EZ Pass billed me over $350 in late fees for violations they never contacted me about. They claimed they mailed me notices but none of these notices came to me except a notice that came from a collection agency (years later). I went to the post office and the post office manager and my mail carrier said I never received notices from EZ Pass and since I don't get much mail to my house they would have remembered. This is to my house in [redacted], NJ where my car is registered. I asked EZ Pass to provide proof they mailed me these notices but they haven't, therefore I don't even know if these charges are legitimate. Both the customer service representatives and the supervisors are not willing to resolve the problem and simply insist they sent notices yet they never contacted me by email, phone or my [redacted] address which they have on file. This seems like they are using their toll authority to take advantage of me.I have paid the tolls I owe because they have proven I owe that but I do not think I should pay for late fees since I was never notified originally and therefore never given the opportunity to pay the fine on time. I have sent a letter to their dispute department but they have not returned my calls nor gotten back to me.Desired Settlement: I do not believe I should pay any fees since I was not sent any notices and therefore I was denied the opportunity to pay the toll on time and the fees, according to their written policy, wouldn't have applied. Please help me. This is wrong what EZ Pass is doing.

Business

Response:

We are in receipt of complaint [redacted] for [redacted]. We see [redacted] elected to received E-ZPass statement and correspondence via mail to address [redacted] NJ 073023 only. However; the vehicles that received violations are registered to [redacted] per [redacted] ([redacted]) has them registered to address [redacted] NJ 07860. This is the address that all violations were sent to not the [redacted] address. The reason why an E-ZPass account holder would receive a violation is because the account balance is negative or the vehicle license plate is not on an E-ZPass account. Since E-ZPass is a pre-paid system once the account balance becomes negative the account will stop having tolls post to it, and at which part we turn to [redacted] for information. The violation will go to the registered owner of that vehicle not the register E-ZPass owner and they will receive a violation to the registered address per [redacted] records not E-ZPass records. This help to ensure that we notified the customers of their current situation. As a one-time courtesy we removed the violation out of collections in the amount of $550.00. We would like to apologize for any inconvenience. No further actions are needed.

Review: While traveling back from New York on Memorial weekend, my GPS re-routed me to an Unfamiliar way. The exit I encounter was dark and the lighting was poor the designated lanes were not obvious and as I traveled at the last minute I realized I was in the wrong lane. I have made attempts to talk with E-z Pass Customer Services concerning this matter and I have also written my dispute on the back of the previous form stating the same mistake in this note. I have paid the $2.45 which I believe is reasonable. This is the first time I have ever accidently enter into the E-z Pass lane and this mistake cost me $50.00 isn't this "Highway Robbery?" I hear in the news that NJ's is broke but isn't this a terrible way to rob its travelers? I would appreciate that this $50.00 fee be waived after all it was a mistake.Desired Settlement: I wish this $50.00 fee be waived after all it was a mistake that I could not correct.

Business

Response:

We are in receipt of complaint [redacted] for [redacted]. Per research we see that this is Mr. [redacted] first violation. As a one-time courtesy we will waive the violation fee in the amount of $50.00. No further action is needed.

Review: I have been getting charged for toll use when I have not used my E-Z Pass since August 22ndDesired Settlement: I want to be reimbursed.

Consumer

Response:

I am emailing in regard to my complaint. After numerous calls today I was able to get in touch with E-ZPass and resolve my issue. I appreciate the help.

Review: I was charged $51.35 by the state of NJ for a tollway violation for a car that does not belong to me. The license plates listed in the violation were REVOKED by the State of [redacted] on April 7, 2015. The tollway violation occurred on April 27, 2015. NJ was provided a copy of this letter by the State of [redacted] and were even told who the car belonged to that committed the violation yet they persist in telling me the documentation provided does not support dismissal of the violation and they are now ready to send me to collections.Desired Settlement: Remove this fine.

Business

Response:

We are in receipt of complaint 10702197 for [redacted] C[redacted]. After researching violation T1[redacted]66 we will remove the violation from Mr. C[redacted], no further action needed. We would like to apoloizge 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.

Regards,

[redacted] C[redacted]

Review: I received a violation letter from EZ Pass NY and when I called and questioned them, they stated that the license plate was not on file and that was the issue. I was instructed to call NJ EZ Pass to update the license plate - a week later, I received another violation notice. I called NY again and they stated NJ EZ Pass had not updated the license plate. I called NJ again and they stated they would update again and deduct the toll from my account. I then received a 3rd violation notice, and once again called NY EZ Pass and they stated I should check my EZ Pass statements to see if the 13 dollars had been deducted - which it had not. I then got my 4th notice and calls from the collection agency. I called the collection agency who stated once the payment was made, to let them know. I then called NY EZ Pass - they stated I should send them the toll to them with a letter stating what had happened. I sent the letter and the check and it still is not resolved. I then got called from the collection agency who stated I was supposed to mail payment to them and not EZ Pass.

One is not communicating with the other and now I am in collections despite a pristine credit score and not a single delayed payment. The name of the collection agency is [redacted]. I will also be filing a complaint with NY EZ Pass for this unacceptable sequence of events and waste of my time.

Violation Notice # [redacted]Desired Settlement: I will pay the toll, as I have been trying to do, but not the penalty. I need the collection agency not to put me in collections for something that clearly was an issue with EZ Pass

Business

Response:

We are in receipt of complaint [redacted]. [redacted] violation issue was forwarded to the Port Authority who informed us that they received payment for the toll and they have waived the violation fee.

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: My credit Card expired that I was using for my EZ Pass. As a result I received a large amount of violations. I called EZ Pass (PA Dept) to resolve and they were able to update the expiration on my Credit Card and also advised that they could process all of my violations from my EZ Pass Account.

So, I shredded all of my mail violations, only to receive two more about a month later indicating 2nd notices. I assumed these were missed by the Customer Service person I talked to and paid them by mail. Both were cashed. About a month later I receive notice from a credit collections agency requesting payment and administration fees be paid for 4 violations totaling $180. It included the fees paid most recently that were deducted from my account.

After numerous calls to EZ Pass, I was able to determine that the 4 outstanding violations were not automatically reprocessed (as advertised) because they were not for PA. The Customer Service never let me know that I had to pay each state separately. I find it hard to believe that I can setup 1 account for EZ Pass that works in multiple states, but when it comes to violations, they all have to be handled separately. When arguing with NJ EZPass, they advised that I should have noticed the different phone number on the violation, which would have indicated somehow, that it is a different Source for the payment.

EZ Pass was able to quickly identify my license plate and Address information from the violation, but somehow not associate it with my EZPass account to deduct the funds. If I am to use 1 method of payment for all of my EZPass transactions, it would also be a reasonable expectation to have 1 method of resolution for all my EZ Pass violations. It is absolutely absurd that I have to pay $100s in violations as an EZ pass customer because their violations process from 1 state to another is terribly mis-advertised and each branch acts independently of each other, expecting you to know that they are no way affiliatedDesired Settlement: Refund of all my Administrative Fees paid to the Collection Agency

Business

Response:

We are in receipt of complaint [redacted] for [redacted] Per conversation with Mr. [redacted] it was explain that on the back of New Jersey violations we have a section for customers with an E-ZPass account outside of the state of New Jersey. It advises these customers to send in a payment only along with the violation letter fill out with their E-ZPass account information. Once the payment is received we will waive the violation fee. However, the customer must have a positive balance in order to have the violation fee waived. Per our research we see that the Mr. [redacted] had a total of 5 violations: [redacted], [redacted], [redacted], [redacted], and [redacted]. We did receive check [redacted] in the amount of $5.00 for violation [redacted]. The fee for this violation in the amount of $25.00 was waived. We also received a 2nd check 879 in the amount of $5.00 for violation [redacted]. However, the violation fee for [redacted] was not waived because the violation was already forwarded to the collection company. We do see that Mr. [redacted]’s also paid the collection company totaling $178.05. The total amount include $61.25 was paid for violation [redacted], $61.80 was paid for [redacted], $30.00 was paid for [redacted], and $25.00 was paid for violation fee [redacted] totaling $178.05. Mr. [redacted] did not double pay any violations. We would like to apologizes for any miscommunication and any inconvenience to Mr. [redacted] To date all violations listed above have been satisfied. No further actions are required in the matter.

Business

Response:

I would like to respond to this message that the complaint is not resolved. The business has done nothing to address the actual issue. Explaining how their system works only justifies that the fact that they are not acting on behalf of ethical conduct, but rather systematic constraints. I have spoken to them for hours about this a year ago and providing another number to talk to is not a resolution in my mind.

Review: NJ EZ PASS is claiming that I did not pay the toll and is now harassing me for $31.00. First off, I remember everything as I had just picked up four people from the UK and they remember it as well. I sent them this and a written statement from my witness. They can only send me a picture of my car driving through the stall, which proves nothing but my car passed through the stall. It does not prove that I did not pay. They do not give receipts so I do not have one and it is in my understanding that in the USA you are innocent until proven guilty, beyond reasonable doubt and a picture of my license plate only serves as reasonable doubt. I would like to see video evidence that I did not hand over the $1 bill to the gentleman who wished me a Merry Christmas!Desired Settlement: I want to see video proof where you can see my vehicle and no money being handed to the gentleman. Since I know this would not exist because I in fact paid, I would like the fine dismissed.

Business

Response:

In an effort to assist the customer with their conserns, we require valid information to locate violations. We ask the customer to provide the name as it appears on the notice or the license plate #. Also, We have attempted to reach the customer by the number listed on the complaint and were advised that that number does not belong to this customer.An e-mail has also been sent and we are currently waiting for a reply or a rejection.

Review: . I signed up for EZpass on October 24th to simplify my daily commute to work. As per the representative at EZ pass, my checking account would be set on automatic payment ($25.00) at $5.00 a day carpooling. Because we have 2 cars, I ordered an additional tag (same car-pooling policy – 3 or more people in vehicle) as I was informed that the tags must match the license plate number on file to avoid any violations. However, upon review of my checking account I am noticing amounts that are over the amounts agreed when I first signed up. They amounts in total from October 24 thru December 1st are $350.00. Outraged at the amounts being debited, and after comparing the amounts of one tag of which I use for carpooling in the mornings from 7:00 am until 9:00 am, there is just no possible way I traveled to and from Manhattan at a cost of $350.00. I called EZ pass in mid-November to complain about the amounts and the car pooling which I was not being charged for. The representative informed me that they have nothing to do with the Bridge and tunnels and that I should always request for a receipt when disputing an amount with them (EZ-pass). However, I informed her that in the car pool lane the agents will not provide receipts or as they clearly stated “are unaware of fees associated with carpooling”.

It’s a losing battle with both companies (EZPass and Port Authority) in trying to resolve any issues with overcharging, billing or speaking to a customer representative that is willing to provide real assistance. I have called EZpass on numerous occasions requesting an explanation as to why I am not being charged the $5.00 car pool in the morning, as well as an explanation as to the overcharged fees from my account with no success. Their representatives are extremely rude and very short with answers and their refusal to transfer me to someone in charge baffles me. On my last attempt at resolving the issue of money that is being debited from my account, Santos, a representative at EZPass was rude, dismissive and not attentive to my concerns. In fact, he was speaking over me to get his point across with disregards for my concerns. He also, refused to transfer me even though I mentioned that I have called several times before trying to get answers. Again, my number was taken with a promise of a call back.

Their statements are confusing and make no sense how they charge. Moreover, there are so many different amounts it’s hard to pin point which is which. How many complaints have to be filed before anybody addresses the issues complained about by so many commuters? Are we to assume that EZ Pass is protected by someone high up on the food chain with no worry about those who need answers? EZpass has faulty and crooked EZ Pass system which I am sure they are well aware of. From technical problems to problems dealing with customer service being unresponsive to overcharging, all are serious problems, but yet none have been addressed, and the abuse in policies and practices are allowed and continue. Why vote if issues relating to consumers are left unresolved. Why vote for a Major, President, or any party, if the issues that are spoken about are only just that.. a topic to entice voters. EZPass and Port Authority are draining our economy and draining consumers’ pockets.Desired Settlement: Research my account and credit back the amounts that are owed, (e.g. Car-Pooling). Also, the violations I received also need to be researched as I have my tag at all times. Their billing system should be changed.

Business

Response:

We are in receipt of complaint [redacted] for [redacted]. Per conversation with Ms. [redacted] we will submit paperwork for a refund in the amount of $250.00 leaving a balance of $96.70. Also, we have submitted a dispute to PANY&NJ for the toll transactions that Ms. [redacted] believes she was over-charged for. Ms. [redacted] informed us that she in the process of returning the E-ZPass devices so that her E-ZPass account can be closed. One week after we receive the devices we will refund the remaining balance which will included any credits approved by PANY&NJ to the Ms. [redacted]’s credit card on file. We would like to apologize for the inconvenience that this issue has caused to Ms. [redacted].

Consumer

Response:

Review: [redacted]I am rejecting this response because:

Since, my last complaint, the business has debited from my account an additional $730.00 from December 7th - December 17 which were unjustified and unauthorized. Upon review of my checking account I am noticing amounts of $25.00 which are being charged several times a week. The amounts in total from October 24 thru December 16th are $1,050.00 (See Exhibit 1). Moreover, the $5.00 car-pooling plan was never honored, even though I drive through the appropriate lanes which have an agent in the booth, stop and indicate car pool, with my windows down for them to count the passengers. However, when I request a receipt for the amount I am being charged for the car-pooling, I am told that receipts are not provided for car-pooling plans.

Review: I returned my ez pass device in December of 2014 and had my account closed. I have since been calling asking where my refund of $30.xx was and I keep getting the same lame answer, that we're sorry, but for some reason the account was never closed and you will receive your refund in 30 days, 7 business days, 3-5 business days. This has been going on way too long and I want my money back! It is supposed to be going into a bank account that I had when I lived in NJ which I have only kept open because of this issue. I asked to instead have a check sent because I am going to nj this Saturday and wanted to close this account and was told that I then would not get a full refund. That is ridiculous because if it was closed like it should have been the first 10+ times I called this wouldn't even be an issue!Desired Settlement: I want my money refunded and account closed!

Business

Response:

We are in receipt of complaint [redacted] for [redacted]. Per our conversation with Mrs. [redacted] we advised her that we credited her account for 7 months of service fees and that her account is closed. As of 7/16/2015 a refund in the amount of $30.94 was refunded back to her credit card on file. We would like to apologize for the inconvenience that this may have caused. No further action is needed in this matter.

Consumer

Response:

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

Regards,