RiverLink

This letter responds to your inquiry, dated October 26th, 2017, requesting that we review Ms. [redacted]d's concern in regards to an invoice that was received. After reviewing Ms. [redacted]d's submittal we were unable to locate an account with the information that was provided. To better help assist Ms....

[redacted]d, please provide us with a call at [redacted], our hours of operation are Monday-Friday 7-7PM EST and on Saturday 8-2PM EST, and we would be more than happy to look up a reference number and license plate number. With this information, we would be able to locate the account and provide applicable information to Ms. [redacted]d.

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Response:This letter responds to your inquiry, dated April 15th, 2017, requesting that we review Mr. [redacted]l’s concern into charges applied to his account. To better help assist you and resolve this situation please provide us a call at your earliest convenience. We do apologize for any...

misunderstanding and inconvenience during this time. Please contact us at 1-855-748-5465. Our hours of operations are Monday- Friday 7-7 PM EST and on Saturday 8-2 PM EST.

This letter responds to your inquiry dated December 6th, 2017, requesting that we review Mr. [redacted]e’s concerns in regards to an invoice received. After extensive research of the account, it was showing that in our records a refund was accepted but never processed from the original payment reversal. We...

have submitted for the payment to be refunded now, and for Mr [redacted]e to expect that within the next 7-10 business days. In addition, we have submitted a payment receipt to Mr. [redacted]e at the email address provided to us confirming his payment. We do apologize for the misunderstanding and inconvenience. To answer any further questions please contact us at 1-855-748-5465. Our hours of operations are Monday-Friday 7-7 PM EST and on Saturday 8-2 PM EST.

Response:This letter responds to your inquiry, dated July 26th, 2017, requesting that we review Ms. [redacted]n’s concerns of her accounts with RiverLink. After reviewing Ms. [redacted]n’s accounts, we have made the proper adjustments to the account to which satisfies the customer’s desired outcome. We do...

apologize for any misunderstanding and inconvenience during this time. To answer any additional questions, please contact us at 1-855-748-5465. Our hours of operations are Monday-Friday 7-7 PM EST and Saturday 8-2 PM EST. Sent on: 12/15/2017 11:18:14 AM

This letter responds to your inquiry dated February 14th, 2018, requesting that we review Ms. [redacted]e’s concerns in regards to an invoice received. After reviewing the account, it does appear that we were in possession of your toll dispute form. At this time, we are unable to approve the dispute due to...

the inability to waive toll transactions.             If you were not aware of the new toll roads through the Louisville Southern-Indiana region this is how our toll bridges operate through the area. RiverLink’s bridges are operated by an electronic tolling system. To keep the flow of traffic always moving on the toll bridges (New-Abraham Lincoln Bridge I-65N, Refurbished-John F. Kennedy Bridge I-65S, and the New-East End Bridge which connects the Gene Snyder Freeway in Kentucky with State Road 265 in Indiana) were not constructed with tollbooths or cash lanes. The toll roads have sensors to read transponders and cameras to photograph license plates. If the vehicle has an established pre-paid account with us, then all toll charges will be deducted automatically at a reduced price. If the vehicle is not registered for one of the RiverLink pre-paid accounts or have an EZ-PASS transponder, then a paper bill will be issued to the owner at the address of the vehicle based off DMV records. There are signs along the side and above of the highway alerting to customers of a toll bridge ahead, as well as methods of payment (EZ Pass/RiverLink Account or Pay by Mail). Although we were unable to remove the toll transactions on the account, we are able to waive the second toll notice and violation notice fees on the account. With the adjustments made to the account, now the remaining balance is at $8. We have placed a 30 day hold on the account to properly give Ms. [redacted]e time to pay the invoice in full. We do apologize for any misunderstanding and inconvenience during this time. To answer any additional questions or concerns please contact us at [redacted]. Our hours of operations are Monday-Friday 7-7 PM EST and on Saturday 8-2 PM EST. You may also visit www.Riverlink.com for any additional information.

This letter responds to your inquiry dated January 29th, 2018, requesting that we review Mr. [redacted]e’s concerns in regards to an invoice received. After further review of the account, it does appear that we had the pleasure of resolving this issue for Mr. [redacted]e. We do apologize for any...

misunderstanding and inconvenience during this time. Please contact us at [redacted] if there are any additional questions we may answer. Our hours of operations are Monday-Friday 7-7 PM EST and on Saturday 8-2 PM EST.

This letter responds to your inquiry dated March 5th, 2018, requesting that we review Mr. [redacted]s’ concerns in regards to an invoice received. After further review of the account, it does appear that we had the pleasure of speaking with Mr. [redacted]s in regards to this manner. We were able to resolve the...

issue at hand by establishing a pre-paid account for the customer. We do apologize for any misunderstanding and inconvenience during this time. To answer any further questions, please contact us at ###-###-####. Our hours of operations are Monday-Friday 7-7 PM EST and on Saturday 8-2 PM EST. You may visit www.riverlink.com for any additional information.

[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

[redacted]  [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Response: This letter responds to your inquiry, dated July 19th, 2017, requesting that we review Ms. [redacted]e’s concern in regards to auto replenishment set up on their account. After receiving your submittal, it appears that we have had the pleasure of resolving this issue for you. We do apologize for...

any inconvenience and misunderstanding during this time. Please contact us at 1-855-748-5465 to answer any further questions, our hours of operation are Monday-Friday 7-7 PM EST and on Saturday 8-2 PM EST.

This letter is in response to complaint ID [redacted] filed on January 29th, 2018. After searching both the email that was submitted in the Revdex.com complaint and by the email listed on Mr. [redacted]e’s Riverlink account, we were unable to locate any correspondence sent into us. If there happened to be another email that was used, we would be more than happy to search that email and check the status. To answer any additional concerns or questions please contact us at [redacted]. Our hours of operations are Monday-Friday 7-7 PM EST and on Saturday 8-2 PM EST.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
On September 19, I emailed your company and received the same information.  I am not driving back to Kentucky (from Detroit, MI) in order to attend an in-person hearing.  There must be some other way to resolve this dispute. 
Regards,
[redacted] F

This letter responds to your inquiry dated January 26th, 2018, requesting that we review Mr. [redacted]r’s concerns in regards to invoices received. After further review of the account, it does appear that there has been no form of payment received by our office. If a customer has record of payment...

received by us, they can always send in a dispute form with their proof of payment to dispute the status of the account. If payment was never received by us, we would require that a phone call be provided at earliest convenience to better help resolve the issue. Our phone number is ###-###-####, and our hours of operations are Monday-Friday 7-7 PM EST and Saturday 8-2 PM EST. We do apologize for any inconvenience and we look forward to resolving this for Mr. [redacted]r.

This letter responds to your inquiry dated November 16th, 2017 requesting that we review Ms. [redacted]e concern in regards to an invoice that was received. We do apologize for any misunderstanding and inconvenience during this time of receiving an invoice. When signing up with a pre-paid account,...

customers will receive the $2 rate for crossings as long as: their account is in a positive standing, transponder is working properly, and all account information is updated appropriately. Most commonly, if a pre-paid account holder is receiving an invoice in the mail, it is due to an account going into a negative account balance. Since there are no funds to pull from the account, we start to bill off by invoices at the $4 rate. We do send out alerts by email and text messaging (if selected) alerting customers of low balances, and that their account is needing replenished. To answer any further questions, you may have please contact us at [redacted] to answer any further questions. Our hours of operation are Monday-Friday 7-7 PM EST and on Saturday 8-2 PM EST.

[redacted]  RiverLink is in receipt of your concern filed with the Revdex.com [redacted]    Our records indicate that you were contacted by a member of management on February 16, 2017 to address your concerns and answer your questions....

   RiverLink apologizes for any inconvenience you experienced.  If you have any additional questions related to this matter, you may contact me directly at [redacted]   Regards,    [redacted]

Response:This letter responds to your inquiry, dated July 26th, 2017, requesting that we review Mr. [redacted]h’s concerns in regards to an invoice that was received. After reviewing your account, it appears that we had the pleasure of speaking with you and resolving this issue. We do apologize for any...

inconvenience this may have caused you. Please contact us at 1-855-748-5465 to answer any further questions our hours of operation are Monday-Friday from 7-7PM EST and on Saturday 8-2PM EST.

Response:This letter responds to your inquiry dated, July 24th, 2017, requesting that we review Ms. [redacted]a’s concerns of an invoice that was received from RiverLink and how are tolling system operates. How our toll bridges operate through the area is by an electronic tolling system. To keep the flow...

of traffic always moving on the toll bridges (New-Abraham Lincoln Bridge I-65N, Refurbished-John F. Kennedy Bridge I-65S, and the New-East End Bridge which connects the Gene Snyder Freeway in Kentucky with State Road 265 in Indiana) were not constructed with tollbooths or cash lanes. The toll roads have sensors to read transponders and cameras to photograph license plates. If the vehicle has an established pre-paid account with us, then all toll charges will be deducted automatically at a reduced price. If the vehicle is not registered for one of the RiverLink pre-paid accounts or have an EZ-Pass transponder, then a paper bill will be issued to the owner at the address of the vehicle based off DMV records. There are signs along the side and above of the highway alerting to customers of indicating of a toll bridge ahead, as well as methods of payment (EZ Pass/RiverLink Account or Pay by Mail). Since receiving your submittal, it is to our attention this issue has been resolved. We do apologize for any inconvenience and frustration caused to Ms. [redacted]a in regards to this manner. Please contact us at 1-855-748-5465 to answer any further questions, our hours of operation are Monday-Friday 7-7 PM EST and on Saturday 8-2 PM EST.

This letter responds to your inquiry dated November 30th, 2017, requesting that we review Mr. [redacted]h’s concern in regards to an invoice received. After reviewing the account, it does appear that the account is now showing a $0 balance owed. With the status of the account, Mr. [redacted]h will no...

longer be receiving invoices for those toll transactions. We do apologize for any misunderstanding and inconvenience during this time of receiving invoices. To answer any further questions, please contact us at ###-###-####. Our hours of operation are Monday-Friday 7-7 PM EST and on Saturday 8-2 PM EST.

Response:This letter responds to your inquiry dated, June 15th, 2017, requesting that we review Mr. [redacted]e’s concern regarding an invoice received. In regards to the reference number [redacted], it is now showing that the account is reflecting a $0 balance. We do apologize for the inconvenience that was...

caused to Mr. [redacted]e in this manner. Please contact us at ###-###-#### to answer any further questions. Our hours of operation are Monday-Friday 7-7 PM EST and on Saturday 8-2 PM EST.