Swampfox Motorsports

We are in receipt of Mr [redacted] responseWe left a message on his voice mail at number ###-###-#### on 5/1/advising to give us a call backWe have also included our contact information in the email we sent to ***m [redacted] @gmail.comPlease have Mr [redacted] contact Bertram Nipper at ###-###-#### or via email at [redacted] Until we hear back from Mr [redacted] we consider this complaint closed

We are in receipt of complaint *** for *** ***Per our conversation with Mr***, he noticed that the license plate in question was entered incorrectly on his New York E-ZPass accountThis was causing the customer to receive violationsMr*** advise us that he has updated his
accountWe have also received payment for two violation tolls so the remaining violations fees totaling $have been waivedNo further action is needed

Revdex.com:
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]

We are in receipt of Mr. [redacted] complaint [redacted]. As a courtesy one violation fee was refuned in the amount of $25.00. The refund was applied to Ms. [redacted] account balance. The new balance is $-4.19. We left a message advising Ms. [redacted] to call [redacted] at ###-###-####. Please have...

Ms. [redacted] call [redacted] to make payment on the account before it is sent to a collection company. If the account goes to collections the collection company charges a $25.00 processing fee on top of the balance of $4.19.

I am rejecting this response because:I dont get why they went so far to defend their operator.
y [redacted]

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

We are in receipt of complaint [redacted] for [redacted]. Per our conversation with Ms. [redacted] she has advised us that she received her refund check in the amount of $92.00.

Complaint: [redacted]
I am rejecting this response because:8-4-16Thank you E-ZPass, I'm a 100% disabled vet on Medicare for the last 4 years. I can't remember the last time I used EZPass at a toll booth, but now to have this problem is amazing. I have used E-Zpass since it started 25-30 years ago and never had a problem except when the toll both could not read the unit and I would get a photo of me in the PO mail. As soon as got it, I would take care of it! Over the last 25 years E-ZPass has enjoyed using my money and in advance of me using the tolls. Tell me how much money has ezpass made off my money? I know I was never offered any discounted tolls? 1: When-ever E-ZPass took money from me, I would get a PO mail statement telling me!(Last one I found was dated 09/16/2015) Which says I have balance of $16.60.2: Assuming that E-Zpass has always sent me statements and toll problems thru PO mail, why would I care if E-ZPass had a up to date e-mail address for me, so I could receive more junk mail?3: True my e-mail was [redacted] but the one I use is [redacted] and as you can tell its been 6 years since I looked at the 1st.4: As soon as I revived the PO mail from RMCB I called Ezpass thinking it was a scam. Ezpass told me I had to deal with RMCB, so I asked them for a statement to be sent me, showing real tolls! Like I told them I have no problem paying them but refuse to pay any fines since I was never informed!5: EZ-pass needs to review the phone recording made On 07-19-2016, when I was speaking to a supervisor! A: She in informed me that if I did not use a toll with-in 60 Days, My account would automatically be shut down (TURNED OFF)!B: I then asked her what they would like me to do with the 3 Tags I have, and if they could send me a RMA pre-paid envelope to send the back! SHE TOLD ME THEY DIDN'T WANT THEM AND I COULD DO ANYTHING I WANTED WITH THEM! THAT THEY DON'T WORK AND COULD NOT BE USED and they did not want them!C: May need to here the tape, but I'm quite sure that she also said something about owing the only $6.66.6: So now we went from RMCB wanting me to pay $58.66 (07/15/2016), after speaking to EZ-Pass on (07/18/2016) they send me a statement dated (05/16/2016) I received from EZ-Pass on (07/28/2016) telling me I now owe $21.34. Which now they also want me to pay $30 for the TAGS I was just told the throw in the garbage by their supervisor! 7: As you see none of the dates match and I feel they don't have a clue what their doing!8: To top this off I again tried to contact EZ-Pass on 07/28/2016.Called ###-###-#### 5 mins on hold!Explained to rep.Transferred by her, to her supervisor!10 mins on hold waiting for supervisor to pick up!Sent 15 mins going over problems with her!Was then put on hold by her! (You would think a supervisor could make a $6.66 decision?After being on hold for 20 mins + (I hung up)9: I then got a email from Revdex.com Aug 1 showing complaint was assigned ID [redacted] A: I tried calling [redacted], Service Representative Revdex.com, Phone: ###-###-#### Ext: 26, 8/1/16 left message to call my cell, anytime! (No-response to date)B: I tried calling [redacted] Service Representative Revdex.com, Phone: ###-###-#### Ext: 26, 8/2/16 left message to call my cell, anytime! (No-response to date)C: I tried calling [redacted], Service Representative Revdex.com, Phone: ###-###-#### Ext: 26, 8/4/16
Regards,
James [redacted]

We are in receipt of complaint [redacted] for [redacted].  NJ E-ZPass has no record of Mr. [redacted] contacting us in reference to updating his address on his account. However, we do see that he accessed his account on our website at [redacted] to change his password and update his credit...

card information but not his address. We do however show that Mr [redacted] updated his address on 11/10/15 through our collection agency RMCB, when he made the payment of $42.54 towards his revoked NJ E-ZPass account. We think he must be confusing this with NJ E-ZPass. This occurred after his account had been revoked.Since the address we had on file was not updated all correspondences was sent to [redacted].Even though he did not receive our correspondences he should have received messages when driving through the E-ZPass lanes advising of a low balance or to call the Customer Service Center. We see that Mr. [redacted] drove through the lanes several times when his account balance was negative so he should have noticed this as the time of the transactions.As Mr. [redacted] stated he incurred violations because the debit card we had on file declined in April, 2015. The violations however, did go to the correct mailing address, [redacted], because we obtained this address through the DMV as we are required.When Mr.[redacted] incurred the violations he was no longer a NJ E_ZPass customer, the account had been closed for having a negative balance for more than 90 consecutive days.  We reviewed the phone conversation Mr. [redacted] had with the supervisor and Mr. [redacted] was advised correctly that we do not call customers when their account balance is negative; customers are expected to monitor their account balances and not drive through the E-ZPass lanes without the sufficient funds. They are also expected to respond to the messages in the display board when driving through the E-ZPass lanes. In addition, they are responsible to keep their account information updated so we may communicate through mail or email, depending on the customer’s choice.However, the supervisor should have allowed Mr. [redacted] to either speak to a collections agent or offered to take a call back  to discuss the account further. In doing so we clearly heard Mr. [redacted]’s frustration, however, there were some inappropriate comments made by Mr. [redacted] towards the end of the conversation.Based on the facts listed above, the customer is ultimately responsible for monitoring their account, keeping their account information updated, and not driving through the E-ZPass lanes without the proper funds. We are denying the full refund requested, however we are approving the reimbursement of $100.00 for the administration fees as an additional courtesy to the previous courtesy given. The refund will be issued to the address below:[redacted]
[redacted]

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].

We are in receipt of complaint [redacted] for Kenneth [redacted]. Per our conversation with Mr. [redacted] we explain the various ways he can dispute violations, however, it was determined Mr. [redacted] did not pay the toll because this occurred in an express lane. The violation has been satisfied. Mr. [redacted] had...

also mentioned that the employee he spoke to was rude; the call will be reviewed and the appropriate action will be taken.If he has any other questions, comments, and or concerns please have him call Bertram [redacted] at ###-###-#### or [redacted]

Revdex.com:
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]

We are in receipt of Ms. [redacted] rejection. An email with the excel attachment showing her toll history was sent to Ms. [redacted] on 12/21/2016 (we can provide a time stamp email to the Revdex.com upon request). We detailed every toll used by Ms. [redacted] using the excel report that was emailed. Ms. [redacted] didn’t disclose any addition concerns when we spoke about her account.  We did advise that we could not provide a statement at the time of our conversation because she was still in the middle of her statement cycle and statement could not be generated until her cycle ended. Once the statement was available it was emailed to Ms. [redacted] on 1/3/2017. We also explained that SPR represents a plaza on the Virginia Department of Transportation roadway (VDOT). The plaza is interstate 395-95-495. Regarding the speeding ticket the image was taken at DC 295 SW .7 miles s/o exit 1 s/b. To recap SPR represents a toll plaza in Virginia and the speeding ticket happen on a highway in District of Columbia. On 1/9/2017 we sent an email containing a copy of the customer’s statement along with a sample of a violation from New Jersey E-ZPass as well as a copy of the speeding ticket provided by Ms. [redacted] from the Metropolitan Police Department located in the District of Columbia so we could show they are different notifications. We can also provide the document to the Revdex.com upon request. Per our conversation with Ms. [redacted] the funds in her account were used correctly and that New Jersey E-ZPass has nothing to do with that speeding ticket she received from Metropolitan Police Department located in the District of Columbia.

We are in receipt of complaint [redacted]. Per our research of the customer’s account the reason for the increased replenishment is because of Mr. [redacted] toll usage. As per the quarterly toll evaluation done on Mr. [redacted] account from 2/9 to 5/9/2017, Mr. [redacted] used a...

total of $957.35 . Base off that information the monthly average usuage is $319.00, this is the reason for the increase.  Whenever, any changes like this are done we populate this information in a customer’s statement. In the case of Mr. [redacted], he is still in the middle of billing cycle which is 4/14/2017 – 6/13/2017 which is why he wasn’t aware of the changes.  The reason for the payment of $315.00 was because of the balance Mr. [redacted] account was low. As of 5/16/2017 a refund in the amount of $300.00 to the visa card that is no longer on Mr. [redacted] account.  The currect replenishment amout is $50.00 and the current balance is negative $12.44. At this point Mr. [redacted] will incurr violations because his pre-paid New Jersey E-ZPass account balance is negative. As an E-ZPass customer Mr. [redacted] can dispute the vioations by following the directions in section C on back of the vioaltion(s). Please advise Mr. [redacted] to make a payment to his account, the longer that the account is negative Mr. [redacted] runs a high chance of the account being placed in collections.

We are in the receipt of complaint [redacted] for [redacted]. We left a message for the customer to give us a call back. Please have Ms. [redacted] contact [redacted] at ###-###-####.

We are in receipt of complaint [redacted]or [redacted], per research of Mr. [redacted]’s account the replenishment was increased due to the customer’s toll usage. Per the NJ E-ZPass Terms and Conditions which can be found on our website at www.ezpassnj.com, paragraph 3. d), periodically, a customer’s...

toll usage will be reviewed. If the monthly activity is above or below the current monthly payment, then the customer’s minimum monthly debit/credit card, cash or check payment will be adjusted accordingly and the customer will be notified on on their next scheduled statement. NJ E-ZPass sets the monthly replenishment amount to avoid multiple replenishments within the same month when possible. From 5/22/2015 to 8/22/2015 Mr. [redacted] used a total of $619.04 which is a monthly average of $206.34. Mr. [redacted]’s current replenishment amount at the time did not reflect his actual account monthly usage. This is why Mr. [redacted]’s account replenishment was change from $25.00 to $205.00. If Mr. [redacted]’s toll usage decreases over the next 3 months his average monthly usage will be re-evaluated and adjusted accordingly. If Mr. [redacted] doesn’t wish to have his credit card charged the current calculated replenishment amount he has the option to remove the credit card from his account and can make one-time payments as needed by cash, check or credit card. There is a $10.00 per tag deposit if a credit card is not associated with the account which is refundable upon either adding a credit card to the account or returning the tag to NJ E-ZPass.We reviewed the recorded call Mr. [redacted] made into our Customer Service Center and did not find the representative to be yelling, disrespectful or rude so we apologize if he felt differently but found the representative did try to explain the increase was due to his increased toll usage as stated above.

We are in receipt of complaint [redacted] for [redacted]. As per our conversation with Mrs. [redacted] she informed us that she had already resolved this issue with the  New Jersey Turnpike Authority. .. As of 11/13/2015 we received the payment for the violation toll, and as a courtesy  the...

violation fee was waved.

We are in receipt of complaint [redacted] for [redacted]. In order to better serve [redacted] we ask that the customer call [redacted] at ###-###-#### in order to help resolve the violation issue.

Revdex.com:
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,

We are in receipt of complaint [redacted] for [redacted], per our research of the customer’s account we see between 8/13/17 to 10/12/17 the customer used a total of $118.20. The amount includes tolls used, the service charge fee, and the customer has the Delaware River and Bay Authority Commuter...

Plan assigned to his account which generates unused commuter trips as described below. The plan details can be found on our website by clicking on the following link or pasting it into the address bar https://www.ezpassnj.com/en/about/plans.shtml. The details are as follow:“This commuter discount plan entitles E-ZPass users, enrolled in the plan, to 25 trips on the Delaware Memorial Bridge at $1.00 per trip, when taken within a 30-day period. Under this plan 25 trips must be used within the 30-day period. Unused trips will be billed to the account at a rate of $1.00 per trip. The 30-day clock begins the first time the tag is used after enrollment. A new plan cycle will begin with the first use of the tag after the completion of 25 trips or the end of the previous 30-day commuter plan cycle, whichever comes first. The plan can be suspended a maximum of four times per year for a minimum of seven days per suspension.”Within the same time range, payments totaled $100.00 were applied to the customer’s account. Each time the VISA on file was charged, the balance on the account was either negative or below the $10.00 threshold. The request for a refund in the amount of $50.00 has been denied. The current balance on the account as of 11/29/17 is $31.68. We can supply a copy of Mr. [redacted]’s statement to him at his request to view all account activities. The statement request can be sent Bertram N[redacted] at ###-###-#### or via email at Bertram.N[redacted]. We would like to apologize for the inconvenience that Mr. [redacted] experienced while our system was being upgraded.