On behalf of E-Z Pass Virginia, I would like to sincerely apologize for any inconvenience Ms [redacted] has experienced during this processThe Express Lanes are the responsibility of Transurban, a private company that VDOT contracted with to build, operate and maintain the lanes Transurban is responsible for all tolling and operations of the lanes, including the issuance of unpaid toll and toll violation notices Based on my findings, Ms [redacted] received violations from the Express Lanes due to her E-Z Pass VA account having a negative balanceLow balance and insufficient balance email notifications were sent to the patron as a courtesy Also, it was found that Ms [redacted] is using a retail transponder that is not registered to her E-Z Pass account and the vehicle she was driving was not listed on added to her account The E-ZPass system is designed so that even if a transponder does not read properly, the toll amount will be automatically charged to the account as long as the account is in good standing and the vehicle license plate is registered to the account However, as noted the account balance was negative and the vehicle was not on the accountAgain, I apologize for any inconvenience Any additional questions or concerns regarding this matter, please do not hesitate to contact me directlyKind Regards [redacted] Customer Service Center Supervisor
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 Regards, [redacted]
Re: Revdex.com Case # [redacted] On behalf of E-Z Pass Virginia, I would like to sincerely apologize for any inconvenience Ms [redacted] I have attempted to contact Ms [redacted] twice and left a voicemail message with my direct contact information but haven’t received a responseWe will be happy to assist Ms [redacted] with making sure all E-Z Pass account information is up-to-date and to resolve the violation.Again, I apologize for any inconvenienceIf you or the customer would like to discuss this with me further, I can be reached at [redacted] or by email, [redacted] Kind Regards, [redacted] Customer Service Center SupervisorE-Z Pass Virginia
Re: Revdex.com Case # [redacted] – Mr [redacted] On behalf of E-ZPass Virginia, I would like to sincerely apologize for any inconvenience Mr [redacted] has been subject to during this process We have contacted Mr [redacted] regarding his complaint and this has since been resolvedAgain, I apologize for any inconvenience If you or the customer would like to discuss this with me further, I can be reached at [redacted] or by email, [redacted]
Re: Revdex.com Case # [redacted] On behalf of E-Z Pass Virginia, I would like to sincerely apologize for any inconvenience the Ms [redacted] has been subject to during this processWe reviewed the information provided and have contacted Ms [redacted] to resolve this issue As a courtesy, we refunded the $that she paid for the violation was refunded back to her credit card Again, I apologize for any inconvenience If you or the customer would like to discuss this with me further, I can be reached at [redacted] or by email, [redacted] Kind Regards, [redacted] Customer Service Center SupervisorE-Z Pass Virginia
I have reviewed the response offer 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 Credit has not show up on my credit card yet Regards, [redacted]
Dear Sir or Madam: Re: Revdex.com Case # [redacted] – [redacted] On behalf of EZ Pass Virginia, I would like to sincerely apologize for any inconvenience that Mr [redacted] experienced during this process After further research, I determined that the license plate information was entered incorrectly and the toll charges that posted to Mr [redacted] ’s account were not hisWe have credited the patron’s account $which was the total amount of the incorrect toll chargesKind Regards, [redacted] Customer Service Center Supervisor EZ Pass Virginia
Dear Sir or Madam:Re: Revdex.com Case #*** On behalf of E-Z Pass Virginia, I would like to apologize for any inconvenience the patron has experienced during this processWe have contacted Ms*** and assisted her with logging into her account onlineI should point out that as a courtesy we do
issue account balance alerts to our E-Z Pass customers but it is the individual customer’s responsibility to monitor and manage their account (per the customer agreement)Again, I apologize for any inconvenience If either you or *** would like to discuss this with me further, I can be reached at *** or by email, *** Kind Regards,*** ***Customer Service Center SupervisorE-Z Pass Virginia
On behalf of E-Z Pass Virginia, I would like to sincerely apologize for any inconvenience Mr*** *** has experienced during this processBased on my findings, the violations occurred due to Mr***’s E-Z Pass VA account having a negative balanceSpecifically, the credit card on Mr***’s
account at that time was rejected by the bank and as a result the account did not auto replenish Rejected credit card and insufficient balance notices were sent to the patron However, Mr*** was able to successfully dispute the violations on our website and all of the administration fees were waived. Again, I apologize for any inconvenience Any additional questions or concerns regarding this matter, please do not hesitate to contact me directly. Kind Regards*** ***Customer Service Center SupervisorE-Z Pass Virginia
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
My account has gone negative for a few days only, as it takes two days for the account to replenish and have never let any of my tunnel bills go delinquent, all of my EZ Pass to and from' was I call it are paid all the way up to date, which really confuses me as to why I'm supposedly being suedNext breathing is going to taxed and when you don't pay you dieI received a notice in the mail saying I am being sued for unpaid tolls, but when doing research on the supposed law firm, I have read they are fake lawyers and debt collectors with fancy jargon to confuse the consumer into thinking, they are a legitimate firmIt has been hard to reach me, as I have been in and out to sea lately and not even my own husband could
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I think the business didn't read the details of my complaint carefullyI find it not acceptable for their tool device not working properly, and as a Maryland EZ Pass customer, the hassles that I need to go through to dispute itThis process is automated in other states like New JerseyVirginia is putting this hurdles to collect unfair administration fee. I paid the tool not because I wanted toI don't want to go through the hassle to deal with this business.
Regards,
*** ***
On behalf of E-Z Pass Virginia, I would like to sincerely apologize for any inconvenience Mr*** *** has experienced during this processOur records do indicate that the vehicle in question did not pay the toll for using the road and the violation fees were assessed in accordance with
Section 46.2-of the Code of VirginiaCustomers that have an E-Z Pass account with a state other than Virginia can dispute the notice by completing option on the dispute request form and submitting that information with a most recent copy of their E-Z Pass account statement Mr*** did speak with a representative and was advised how to dispute the violation notice Our records indicate that the violation notice was paid in full after he was advised how to dispute and this is now resolved Again, I apologize for any inconvenience Any additional questions or concerns regarding this matter, please do not hesitate to contact me directly. Kind Regards*** ***Customer Service Center SupervisorE-Z Pass Virginia*** *** *** *** **Phone: ###-###-#### Fax: ###-###-####Email: ***.***
Re: Revdex.com Case #***On behalf of E-Z Pass Virginia, I would like to sincerely apologize for any inconvenience Mr*** ***has experiencedAfter researching the violation, our information from the *** Toll Authority isshowing that the transponder was inactive on the date and time that the
unpaid toll transactionoccurredMr*** was asked to provide a statement showing his *** E-Z Pass account was validto dispute the toll violation and was provided with our fax number and email address.Again, I apologize for any inconvenienceIf you or the customer would like to discuss this with mefurther, I can be reached at *** or by email, ***Kind Regards,*** ***Customer Service Center SupervisorE-Z Pass Virginia
I have reviewed the response made by the business in reference to complaint ID ***, 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.I sincerely hope this was taken to heart and their process has changed to avoid this level of poor customer service in the future I sincerely appreciate them "making this right"
Regards,
*** ***
On behalf of E-Z Pass Virginia, I would like to sincerely apologize for any inconvenience Mr*** ***has experienced during this process We have contacted Mr*** and left a message to apologize forthe oversight in not sending the required number of mounting strips needed for both of
his vehicles.Additional strips have been sent to Mr*** to help resolve the issue.Again, I apologize for any inconvenienceAny additional questions or concerns regarding this matter,please do not hesitate to contact me directly.Kind Regards*** ***
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.While it is true that at one point my credit card was stolen and had to be replaced I immediately called and had two credit cards on file so that this problem would not happen again However even after this was done, the fees were not paid to lanes It is my understanding that the amount needs to replinished automatically and that is the reason I had two credit cards on file, this is the responsibility of EZ pass not mine I did register my transporter but EZ pass misplaced my information, they didn't even know the number and I had to email a copy of the transporter I do care about an apoligy, I care about the fees which I incurred as as direct result of EZ pass negligence in collecting my money and credit card and not making the payments to lanes Further the documentation I have proves that in several occasions there was enough money left in my account yet the payment was denied I am not asking EZ pass to pay for the toll fees, I would gladly pay for fees of using the lanes but I want EZ pass to speak to lanes and tell them that it was their fault for collecting money and not paying them on time so that they remove any additional fees I have on my account, as they are charging me $for in toll fees, something that I find outrageous and I do not understand how they are even allowed to charges fees that are a 10,000% over the fee collected, and this is something I would would like to bring to the Senator and my Representative as I consider it a rip off This was my first experience with this systems and it is terrible because in my opinion it is unreasonable to have two companies handle one account, I contacted both companies in the pass and they refused to talk to each other and resolved this problem lanes told me that I need to pay $if I wanted to settled this matter for worth of tolls, this is something that I wont do out of principle even if I have to go to court
Regards,
*** ***
I have reviewed the response offer 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.I have provided status indicating transponder usage before and after the date in question. I feel I am being discriminated against unfairly because I have a [redacted] EZ-pass account.
Regards,
[redacted]
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]
On behalf of E-Z Pass Virginia, I would like to sincerely apologize for any inconvenience Ms [redacted] has experienced during this processThe Express Lanes are the responsibility of Transurban, a private company that VDOT contracted with to build, operate and maintain the lanes Transurban is responsible for all tolling and operations of the lanes, including the issuance of unpaid toll and toll violation notices Based on my findings, Ms [redacted] received violations from the Express Lanes due to her E-Z Pass VA account having a negative balanceLow balance and insufficient balance email notifications were sent to the patron as a courtesy Also, it was found that Ms [redacted] is using a retail transponder that is not registered to her E-Z Pass account and the vehicle she was driving was not listed on added to her account The E-ZPass system is designed so that even if a transponder does not read properly, the toll amount will be automatically charged to the account as long as the account is in good standing and the vehicle license plate is registered to the account However, as noted the account balance was negative and the vehicle was not on the accountAgain, I apologize for any inconvenience Any additional questions or concerns regarding this matter, please do not hesitate to contact me directlyKind Regards [redacted] Customer Service Center Supervisor
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 Regards, [redacted]
Re: Revdex.com Case # [redacted] On behalf of E-Z Pass Virginia, I would like to sincerely apologize for any inconvenience Ms [redacted] I have attempted to contact Ms [redacted] twice and left a voicemail message with my direct contact information but haven’t received a responseWe will be happy to assist Ms [redacted] with making sure all E-Z Pass account information is up-to-date and to resolve the violation.Again, I apologize for any inconvenienceIf you or the customer would like to discuss this with me further, I can be reached at [redacted] or by email, [redacted] Kind Regards, [redacted] Customer Service Center SupervisorE-Z Pass Virginia
Re: Revdex.com Case # [redacted] – Mr [redacted] On behalf of E-ZPass Virginia, I would like to sincerely apologize for any inconvenience Mr [redacted] has been subject to during this process We have contacted Mr [redacted] regarding his complaint and this has since been resolvedAgain, I apologize for any inconvenience If you or the customer would like to discuss this with me further, I can be reached at [redacted] or by email, [redacted]
Re: Revdex.com Case # [redacted] On behalf of E-Z Pass Virginia, I would like to sincerely apologize for any inconvenience the Ms [redacted] has been subject to during this processWe reviewed the information provided and have contacted Ms [redacted] to resolve this issue As a courtesy, we refunded the $that she paid for the violation was refunded back to her credit card Again, I apologize for any inconvenience If you or the customer would like to discuss this with me further, I can be reached at [redacted] or by email, [redacted] Kind Regards, [redacted] Customer Service Center SupervisorE-Z Pass Virginia
I have reviewed the response offer 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 Credit has not show up on my credit card yet Regards, [redacted]
Dear Sir or Madam: Re: Revdex.com Case # [redacted] – [redacted] On behalf of EZ Pass Virginia, I would like to sincerely apologize for any inconvenience that Mr [redacted] experienced during this process After further research, I determined that the license plate information was entered incorrectly and the toll charges that posted to Mr [redacted] ’s account were not hisWe have credited the patron’s account $which was the total amount of the incorrect toll chargesKind Regards, [redacted] Customer Service Center Supervisor EZ Pass Virginia
Dear Sir or Madam:Re: Revdex.com Case #*** On behalf of E-Z Pass Virginia, I would like to apologize for any inconvenience the patron has experienced during this processWe have contacted Ms*** and assisted her with logging into her account onlineI should point out that as a courtesy we do
issue account balance alerts to our E-Z Pass customers but it is the individual customer’s responsibility to monitor and manage their account (per the customer agreement)Again, I apologize for any inconvenience If either you or *** would like to discuss this with me further, I can be reached at *** or by email, *** Kind Regards,*** ***Customer Service Center SupervisorE-Z Pass Virginia
On behalf of E-Z Pass Virginia, I would like to sincerely apologize for any inconvenience Mr*** *** has experienced during this processBased on my findings, the violations occurred due to Mr***’s E-Z Pass VA account having a negative balanceSpecifically, the credit card on Mr***’s
account at that time was rejected by the bank and as a result the account did not auto replenish Rejected credit card and insufficient balance notices were sent to the patron However, Mr*** was able to successfully dispute the violations on our website and all of the administration fees were waived. Again, I apologize for any inconvenience Any additional questions or concerns regarding this matter, please do not hesitate to contact me directly. Kind Regards*** ***Customer Service Center SupervisorE-Z Pass Virginia
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***
We have refunded his money and spoken with this customer.***
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
My account has gone negative for a few days only, as it takes two days for the account to replenish and have never let any of my tunnel bills go delinquent, all of my EZ Pass to and from' was I call it are paid all the way up to date, which really confuses me as to why I'm supposedly being suedNext breathing is going to taxed and when you don't pay you dieI received a notice in the mail saying I am being sued for unpaid tolls, but when doing research on the supposed law firm, I have read they are fake lawyers and debt collectors with fancy jargon to confuse the consumer into thinking, they are a legitimate firmIt has been hard to reach me, as I have been in and out to sea lately and not even my own husband could
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I think the business didn't read the details of my complaint carefullyI find it not acceptable for their tool device not working properly, and as a Maryland EZ Pass customer, the hassles that I need to go through to dispute itThis process is automated in other states like New JerseyVirginia is putting this hurdles to collect unfair administration fee. I paid the tool not because I wanted toI don't want to go through the hassle to deal with this business.
Regards,
*** ***
On behalf of E-Z Pass Virginia, I would like to sincerely apologize for any inconvenience Mr*** *** has experienced during this processOur records do indicate that the vehicle in question did not pay the toll for using the road and the violation fees were assessed in accordance with
Section 46.2-of the Code of VirginiaCustomers that have an E-Z Pass account with a state other than Virginia can dispute the notice by completing option on the dispute request form and submitting that information with a most recent copy of their E-Z Pass account statement Mr*** did speak with a representative and was advised how to dispute the violation notice Our records indicate that the violation notice was paid in full after he was advised how to dispute and this is now resolved Again, I apologize for any inconvenience Any additional questions or concerns regarding this matter, please do not hesitate to contact me directly. Kind Regards*** ***Customer Service Center SupervisorE-Z Pass Virginia*** *** *** *** **Phone: ###-###-#### Fax: ###-###-####Email: ***.***
Re: Revdex.com Case #***On behalf of E-Z Pass Virginia, I would like to sincerely apologize for any inconvenience Mr*** ***has experiencedAfter researching the violation, our information from the *** Toll Authority isshowing that the transponder was inactive on the date and time that the
unpaid toll transactionoccurredMr*** was asked to provide a statement showing his *** E-Z Pass account was validto dispute the toll violation and was provided with our fax number and email address.Again, I apologize for any inconvenienceIf you or the customer would like to discuss this with mefurther, I can be reached at *** or by email, ***Kind Regards,*** ***Customer Service Center SupervisorE-Z Pass Virginia
I have reviewed the response made by the business in reference to complaint ID ***, 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.I sincerely hope this was taken to heart and their process has changed to avoid this level of poor customer service in the future I sincerely appreciate them "making this right"
Regards,
*** ***
On behalf of E-Z Pass Virginia, I would like to sincerely apologize for any inconvenience Mr*** ***has experienced during this process We have contacted Mr*** and left a message to apologize forthe oversight in not sending the required number of mounting strips needed for both of
his vehicles.Additional strips have been sent to Mr*** to help resolve the issue.Again, I apologize for any inconvenienceAny additional questions or concerns regarding this matter,please do not hesitate to contact me directly.Kind Regards*** ***
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.While it is true that at one point my credit card was stolen and had to be replaced I immediately called and had two credit cards on file so that this problem would not happen again However even after this was done, the fees were not paid to lanes It is my understanding that the amount needs to replinished automatically and that is the reason I had two credit cards on file, this is the responsibility of EZ pass not mine I did register my transporter but EZ pass misplaced my information, they didn't even know the number and I had to email a copy of the transporter I do care about an apoligy, I care about the fees which I incurred as as direct result of EZ pass negligence in collecting my money and credit card and not making the payments to lanes Further the documentation I have proves that in several occasions there was enough money left in my account yet the payment was denied I am not asking EZ pass to pay for the toll fees, I would gladly pay for fees of using the lanes but I want EZ pass to speak to lanes and tell them that it was their fault for collecting money and not paying them on time so that they remove any additional fees I have on my account, as they are charging me $for in toll fees, something that I find outrageous and I do not understand how they are even allowed to charges fees that are a 10,000% over the fee collected, and this is something I would would like to bring to the Senator and my Representative as I consider it a rip off This was my first experience with this systems and it is terrible because in my opinion it is unreasonable to have two companies handle one account, I contacted both companies in the pass and they refused to talk to each other and resolved this problem lanes told me that I need to pay $if I wanted to settled this matter for worth of tolls, this is something that I wont do out of principle even if I have to go to court
Regards,
*** ***
I have reviewed the response offer 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.I have provided status indicating transponder usage before and after the date in question. I feel I am being discriminated against unfairly because I have a [redacted] EZ-pass account.
Regards,
[redacted]
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]