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 response. We 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 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
We are in receipt of your letter dated April 11, 2016, detailing a complaint raised by [redacted] (“Customer”) and appreciate the chance to respond. We want to take this opportunity to confirm the following: (i) the Customer traveled on the Express Lanes 49 times between June 8, 2015 and January 12, 2016 with an E-ZPass® transponder which was invalid due to insufficient funds; (ii) the Customer was in contact with the Express Lanes by phone and an offer was made to waive the administrative fees; and (iii) the trip progressed to collections status as a result of non-payment.As a Virginia E-ZPass account holder, the Customer is bound by the E-ZPass Virginia Terms and Conditions (attached), which clearly outline customer obligations to travel with a properly mounted transponder, current license plate information added to the account, sufficient funds and the consequences of administrative fees.The Express Lanes and E-ZPass are two separate entities; therefore, the Customer should contact Virginia E-ZPass, and not the Express Lanes, with any discrepancies in account balances or issues with replenishing the account.We acknowledge the Customer was in contact with the Express Lanes on November 11, 2015. At that time, the Express Lanes offered to waive the administrative fees if the account was in good standing. It is in our policy to verify the Customer’s E-ZPass account is in good standing prior to processing a reduction; therefore, the reduction was not processed due to the license plate number was not linked to the account.As a result, the Express Lanes contacted the Customer on November 12, 2015 and requested the Customer update the account and call back to have the fees waived. Our policy is to request the Customer update the account within three business days to ensure the customer’s dispute is resolved in a timely manner; however, the Customer did not call back until January 13, 2016.Each customer receives an initial and final toll invoice to pay the trip before progressing to a collections status, resulting in additional fees. The administrative fees on the first Toll Invoice are $12.50 per trip. If you do not pay your first invoice by the due date, the fees escalate to $25.00 per trip. The administrative fees are necessary to recover the costs associated with the unpaid tolls, which include image review and invoicing. In addition, if payment is not posted to your account prior to the due date shown on the Final Unpaid Toll Invoice, the account is referred to collections and the fees escalate to $100.00 per trip.The fees associated with unpaid toll invoices and the consequences of further non-payment (including civil penalties) are clearly stated on the Frequently Asked Questions section of our website [redacted]. This requirement is also repeated on various pages of the Virginia E-ZPass website. All administrative fees are also well within the limits established by the Virginia Code §33.1-56.3.Under the first-time forgiveness program, LES has the ability to provide settlement offers which will include all trips with the Express Lanes and LES. We recommend the customer contact LES at [redacted] to handle this matter.We appreciate the opportunity to respond and welcome your forwarding of this letter to the Customer.
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 resolved. 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]
On behalf of E-Z Pass Virginia, I would like to sincerely apologize for any inconvenience Ms. [redacted] has experienced during this process. The 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 balance. Low 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 account. Again, I apologize for any inconvenience. Any additional questions or concerns regarding this matter, please do not hesitate to contact me directly. Kind Regards[redacted]Customer Service Center Supervisor
Re: Revdex.com Case # [redacted] – Ms. [redacted]On behalf of E-Z Pass Virginia, I would like to sincerely apologize for any inconvenience Ms. [redacted] has been subject to during this process. Based on my findings, Ms. [redacted] received violations from the Midtown or Downtown tunnels in Portsmouth,...
which are operated by the Elizabeth River Crossings (ERC), due to her E-Z Pass Virginia account having a negative balance. Per our customer service agreement, it is the customer’s responsibility to ensure their account has an available balance for toll usage by setting the account up to automatically replenish by credit card/ACH banking information or manually posting a payment to the account. Also, insufficient balance email notifications were sent to the patron as a courtesy. We have attempted to contact Ms. [redacted] in regards to her E-Z Pass Virginia account. Toll operations and toll charges are the responsibility of the ERC and Ms. [redacted] must contact them regarding the collection letter she received. Kind Regards,[redacted]Customer Service Center SupervisorE-ZPass Virginia
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 have received the refund.
Regards,
[redacted]
On behalf of E-Z Pass Virginia, I would like to sincerely apologize for Ms. [redacted] not receiving a refund within the timeframe that was initially given. I spoke with Ms. [redacted] and advised we will be sending a refund check for $12.75 via mail. 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
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 his. We have credited the patron’s account $27.30 which was the total amount of the incorrect toll charges. Kind Regards, [redacted] Customer Service Center Supervisor EZ 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]
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 process. We reviewed the information provided and have contacted Ms. [redacted] to resolve this issue. As a courtesy, we refunded the...
$12.75 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 made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.
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]
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 response. We 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 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
We are in receipt of your letter dated April 11, 2016, detailing a complaint raised by [redacted] (“Customer”) and appreciate the chance to respond. We want to take this opportunity to confirm the following: (i) the Customer traveled on the Express Lanes 49 times between June 8, 2015 and January 12, 2016 with an E-ZPass® transponder which was invalid due to insufficient funds; (ii) the Customer was in contact with the Express Lanes by phone and an offer was made to waive the administrative fees; and (iii) the trip progressed to collections status as a result of non-payment.As a Virginia E-ZPass account holder, the Customer is bound by the E-ZPass Virginia Terms and Conditions (attached), which clearly outline customer obligations to travel with a properly mounted transponder, current license plate information added to the account, sufficient funds and the consequences of administrative fees.The Express Lanes and E-ZPass are two separate entities; therefore, the Customer should contact Virginia E-ZPass, and not the Express Lanes, with any discrepancies in account balances or issues with replenishing the account.We acknowledge the Customer was in contact with the Express Lanes on November 11, 2015. At that time, the Express Lanes offered to waive the administrative fees if the account was in good standing. It is in our policy to verify the Customer’s E-ZPass account is in good standing prior to processing a reduction; therefore, the reduction was not processed due to the license plate number was not linked to the account.As a result, the Express Lanes contacted the Customer on November 12, 2015 and requested the Customer update the account and call back to have the fees waived. Our policy is to request the Customer update the account within three business days to ensure the customer’s dispute is resolved in a timely manner; however, the Customer did not call back until January 13, 2016.Each customer receives an initial and final toll invoice to pay the trip before progressing to a collections status, resulting in additional fees. The administrative fees on the first Toll Invoice are $12.50 per trip. If you do not pay your first invoice by the due date, the fees escalate to $25.00 per trip. The administrative fees are necessary to recover the costs associated with the unpaid tolls, which include image review and invoicing. In addition, if payment is not posted to your account prior to the due date shown on the Final Unpaid Toll Invoice, the account is referred to collections and the fees escalate to $100.00 per trip.The fees associated with unpaid toll invoices and the consequences of further non-payment (including civil penalties) are clearly stated on the Frequently Asked Questions section of our website [redacted]. This requirement is also repeated on various pages of the Virginia E-ZPass website. All administrative fees are also well within the limits established by the Virginia Code §33.1-56.3.Under the first-time forgiveness program, LES has the ability to provide settlement offers which will include all trips with the Express Lanes and LES. We recommend the customer contact LES at [redacted] to handle this matter.We appreciate the opportunity to respond and welcome your forwarding of this letter to the Customer.
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 resolved. 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]
On behalf of E-Z Pass Virginia, I would like to sincerely apologize for any inconvenience Ms. [redacted] has experienced during this process. The 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 balance. Low 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 account. Again, I apologize for any inconvenience. Any additional questions or concerns regarding this matter, please do not hesitate to contact me directly. Kind Regards[redacted]Customer Service Center Supervisor
Re: Revdex.com Case # [redacted] – Ms. [redacted]On behalf of E-Z Pass Virginia, I would like to sincerely apologize for any inconvenience Ms. [redacted] has been subject to during this process. Based on my findings, Ms. [redacted] received violations from the Midtown or Downtown tunnels in Portsmouth,...
which are operated by the Elizabeth River Crossings (ERC), due to her E-Z Pass Virginia account having a negative balance. Per our customer service agreement, it is the customer’s responsibility to ensure their account has an available balance for toll usage by setting the account up to automatically replenish by credit card/ACH banking information or manually posting a payment to the account. Also, insufficient balance email notifications were sent to the patron as a courtesy. We have attempted to contact Ms. [redacted] in regards to her E-Z Pass Virginia account. Toll operations and toll charges are the responsibility of the ERC and Ms. [redacted] must contact them regarding the collection letter she received. Kind Regards,[redacted]Customer Service Center SupervisorE-ZPass Virginia
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 have received the refund.
Regards,
[redacted]
On behalf of E-Z Pass Virginia, I would like to sincerely apologize for Ms. [redacted] not receiving a refund within the timeframe that was initially given. I spoke with Ms. [redacted] and advised we will be sending a refund check for $12.75 via mail. 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
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 his. We have credited the patron’s account $27.30 which was the total amount of the incorrect toll charges. Kind Regards, [redacted] Customer Service Center Supervisor EZ 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]
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 process. We reviewed the information provided and have contacted Ms. [redacted] to resolve this issue. As a courtesy, we refunded the...
$12.75 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 made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.
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]