Todo es, Inc

Initial Business Response /* (1000, 5, 2015/06/16) */
Contact Name and Title: Amber K [redacted], PR mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@indianatollroad.org
ITRCC apologizes for this customer's inconvenience of being incorrectly charged on the Indiana Toll Road. This type of...

situation on the Toll Road is uncommon, but the likely scenario is a manual entry error. In the customer's case, this is what would have happened: A separate patron would have been driving on the Indiana Toll Road and exited at the South Bend West exit. This other person's E-ZPass [redacted] did not read correctly. This person would then have connected to our Control center directly in the lane and read the E-ZPass tag number over the intercom to the operator. The operator would have manually input the number, and if one or two numbers were transposed then a situation like this can occur in which another account is incorrectly charged - even though it seems this customer lives in New York and has not been in Indiana.
As stated, this is a very infrequent occurrence on the Indiana Toll Road - out of 120,000 vehicles per day, manual entry errors occur maybe five times per month. Our Radio operators are highly trained with years of experience and input hundreds of manual numbers each day without issue. That being said, I apologize for the situation on behalf of ITRCC.
In regards to the customer service issue, the customer does not have an E-ZPass account with the Indiana Toll Road, therefore they did not speak with our Customer Service Center or any agents. It appears that X-XXX-XXX-XXXX is the number for the New York State Thruway. I can speak on behalf of the Indiana Toll Road that we do not have security issues, there has been no hacking, and employees do not access customer accounts unless directed to by the customer. However I cannot speak on behalf of New York's toll agency regarding their security measures.
I can inform this customer that after their contact with the New York State Thruway customer service, that agency submitted the refund request for $2.65 to the Indiana Toll Road on June 2, and we in turn approved it on June 9, and the customer should have the refund at this time. I apologize again for this inconvenience.
OFFER:
The customer should have the refund of $2.65 at this time. The customer did not speak with Indiana Toll Road Customer Service however, so we cannot respond on behalf of the customer service or security complaints.
As the customer has an E-ZPass account with the New York State Thruway, we recommend that you please contact their agency to resolve the remaining issues.

Initial Business Response /* (1000, 5, 2017/05/24) */
First off, on behalf of the ITR Concession Company I thank you for your recent business as you
traveled across part of Northern Indiana using the Indiana Toll Road. It is our mission to not
only provide smooth and safe travels, but to also get...

you to your destination with as little delay
as possible.
We understand your frustrations with your E-ZPASS being overcharged. These charges were
not correct and ITRCC has issued you the credits for both of these overcharges on 5/12/2017.
A total of [redacted] has been issued to your I-PASS account. Illinois was correct that it could take
6-8 weeks for a response due to the Terms and Conditions for E-ZPASS agencies. Once you
report the issue to the agency they have 30 days to send it the information forward. If this
issue were to happen again, you're always welcome to contact us directly and we may be able
to speed up this process.
Incorrect charges may happen if you are too close to the vehicle in front of you or the vehicle
behind you is too close to you. The lane cannot properly count your axles during these
situations. If this should happen to you in the future, please do not hesitate to contact our
Customer Service Supervisor, [redacted] at: (XXX) XXX-XXXX or [redacted]@indianatollroad.org
Thank you for contacting us at the Indiana Toll Road and we hope this process was smooth for
you.

Initial Business Response /* (1000, 9, 2017/12/27) */
To Whom It May Concern,
Offering a partial balance refund is not a policy of the Indiana Toll Road. Customers have been given a one-time partial refund as a courtesy. As stated by the customer, she has taken advantage of this courtesy more...

than once.
All E-ZPass accounts follow the Terms & Conditions, attached. "B. Your account balance will be replenished pursuant to the following procedure:
1. Automatic account replenishment by credit card or ACH (as specified in your application). Whenever an account balance reaches the Low Balance Point (25% of your E-ZPass Replenishment Amount)a cumulative value based on type of vehicles and number of tags assigned to that accountyour credit card or bank account will be automatically charged a certain amount necessary to replenish your account (this is defined as the "Replenishment Amount"). After three complete statement cycles the Low Balance Point and Replenishment Amount will be adjusted based upon the average monthly toll charges incurred." (Section 3 part B, 1) All customers with E-ZPass accounts have agreed to the Terms & Conditions.
E-ZPass accounts are pre-paid accounts set up to auto-replenish. Customers are able to manage their account and make a payment prior to the low balance limit by calling in to our Customer Care Center or by managing their account online by posting a manual payment of an amount greater than the low balance limit.
If any customer feels that he/she no longer agrees to the terms "9. C. You may terminate this Agreement by notifying ITRCC via mail or by contacting the Customer Service Center. Once you provide ITRCC with notification that you would like to terminate this Agreement and Account, ITRCC will suspend all tags on the Account. After the 30-day time period, a final invoice will be generated reflecting all outstanding transactions and crediting any remaining deposits. The remaining balance is due 30 days from the final invoice date.
D. Following your termination of your Account and settlement of the final invoice, any positive balance in your E-ZPass Account, including pre-payment amount, will be refunded to you within 90 days." (Section 9 part C and D)
Thank you.
Initial Consumer Rebuttal /* (3000, 11, 2017/12/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
That was never stated as a one time that this was a one time courtesy to receive a refund. If they would check there system regularly instead of quarterly they would have seen that I barely use the toll anymore so a $34.00 balance is absurd. As I asked them to give them to give me a partial refund. The department is taking money that is not even being used. Even in Illinois the automatic refill is only $20.00. I would like my money back even the smallest of organization have a refund policy.