Complaints

This profile includes complaints for EZ Pass New Jersey's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  EZ Pass New Jersey

  375 Mccarter Hwy Newark, NJ 07114-2562

• 

  EZ Pass New Jersey

  420 North 6th Street Camden, NJ 08102

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/24/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I’ve attempted to get a ticket from the booths that I’m required to go through to get where I need to go, but every time I do, the ticket doesn’t disperse for me. I’ve seen cars directly in front of me get their tickets with no problem, but when I pull up my car to get my ticket the informational screen says to “contact the service center”, or something along the lines of that same statement. I’ve tried contacting EZ-PASS, and the one time I got in contact with one of the customer service representatives, she word-for-word told me there was nothing she can do about it. I asked her what I’m supposed to do going forward and she had no answer for me. I also tried to sign up for EZ-PASS online, but EZ-PASS wont allow me to sign up without putting my card on file & giving permission to them to charge my card whenever they feel it is warranted. I will not allow EZ-PASS to save my card info, or charge my card without me going into the website and paying manually, so that wouldn’t be a viable solution.
  
  This leaves two problems unsolved:
  1. Going forward I’m going to keep running into this problem which I have no power to solve, and only EZ-PASS does.
  2. All previous tolls that EZ-PASS wants me to pay can not be accurately charged unless proof is provided by EZ-PASS of my entering & exiting of any and all highways that require me to pay a toll.
  
  If EZ-PASS can provide proof of my entering and exiting of the turnpike or any other highway that warrants a payment to EZ-PASS with specifics, I have no problem paying what the rates are for the distance I drove but I can not & will not pay for the maximum distance when I was never provided a ticket to determine how long or far I actually drove on those highways.
  
  Also, I will not be paying any additional fees. I contacted NJ EZ PASS multiple times back in July 2024 and they haven’t provided a solution yet. I have no problem paying the toll prices but an additional $50 for every “violation” is excessive and unethical.

• Initial Complaint

  Date:09/23/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We traveled through NJ on a trip. I planned ahead on tolls and all websites state they will send a bill if there is no EJ pass on your vehicle. Other states I have been to I can just go online and pay my missed tolls by plate (Illinois) with NOOOOO problems. (And yes I do know that for a fact-I just did so through Chicago). However

  , nowhere on any NJ website (or any signage as you enter the state or toll road) does it allow online missed tolls or clearly state in writing that if you receive a mailed statement there is a $50 fee attached. That is not a fee, that is a FINE!!! Nor is it really pay by plate as I cannot pay by plate-someone is PENALIZING me by plate!!!! I see judges have said that is legal. Interesting.... How is it legal to say that you will send the toll by mail without notifying the unsuspecting traveler that there is a huge fee attached if you don't have a electronic transponder? We have no toll roads anywhere near us so there is no need to have one in our vehicle. We have tried calling-yeah no help whatsoever as was told can only go online. If it is legal to charge someone huge "fees", then the public should be clearly notified of this with options on how to pay tolls without sucker punching someone by mail. I do believe this a literal meaning of Highway Robbery.

• Initial Complaint

  Date:09/20/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For over a year i have been going back and fourth with ez pass my tag does not work every toll reads my liscense plate nd not my tag nd i get violations for it. They will not send me a new tag due to violations . I add money to my acct often and i dont get notified if my tag is read or not which results in more violations. I would like these violations removed nd a new tag

• Initial Complaint

  Date:09/20/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In May 2024, I received notice that my debt card on file with NJ E-ZPass was declining payments to ***lenish my account. I spoke with a customer *** named *******. She took all pertinent info for the new debt card that would ***lace the current debt card on file. In that same phone call, I paid all outstanding balances during that time, which were fees I had accumulated in that timeframe. I resume using my EZPass tag through tolls and was later notified to call customer ********************** again. This time it was August 10th and I spoke with a ***resentative named Ajanay who informed me that fees were outstanding on the account. I told her I wanted to dispute the charges since I was under the impression that the account had been resolved back in May. She stated I could no longer use the auto ***lenish account with **********************, and would be responsible for maintaining the account via the website, which I did. She stated someone will call me to dispute outstanding fees. I never received a return call. Weeks later, I received mail from a collection agency regarding outstanding balance with EZPass. I called again September 14 and spoke with a *** named Jashanti who transferred me to a dispute *** who was unavailable. My last phone call was placed today. I immediately requested to speak with a manager or supervisor regarding my account. I was transferred to someone name **** who was also unavailable. I left a detailed message on Jean's voicemail, requesting a return call. So far, the call has not been returned by E-ZPASS. I am requesting a resolution to this account. All outstanding fees are not valid.

• Initial Complaint

  Date:09/16/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to dispute an $11.01 toll that was charged to my account on 8/31/24.
  
  My car was on a flatbed tow truck and was charged for entering a toll lane.
  
  I am not responsible for this toll charge as the toll is the responsibility of the tow truck that my car was on.
  
  I do not know how my ezpass was read, but:
  
  1. I would not have received a toll violation if my transponder was not read in this scenario, indicating that the toll should not be my responsibility nor should i have received a charge.
  2. I have requested the picture of my car going through the toll lane to prove that this is a legitimate charge which they refuse to provide.
  3. EZpass has requested that I provide proof the toll truck that my car was on has paid the toll - this is not information that I am able to obtain or verify.
  4. The tow truck company has informed me that they do not travel through ezpass lanes.
  
  I have requested a refund of this charge unless EZpass can provide proof that this is a legitimate charge that should be associated with my account.

• Initial Complaint

  Date:09/12/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm not liable for this debt with new jersey ez pass. I don't have a contract with the collection agency. They did not provide me the original contact as I requested

• Initial Complaint

  Date:09/10/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I keep getting ez pass tickets on a stolen plate in my name that isn't my plate since 2019 stolen plate ****** I sent all information from motor vehicles saying it was stolen and when I surrendered the plates 2019 and it's still happemong been obverse a month I mailed faxed and spoke to people and still getting tickets when I call they say they don't have information Thansk ***** ******* *** ********* ***** ****** ** *****

• Initial Complaint

  Date:09/09/2024

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was sent bills for EZPass usage while my transponder was in the car. It clearly did not register- so I paid the tolls via mail but am contesting that I should have to pay $175.00 in administrative fees. I filled the proper paperwork out twice regarding appeal/contesting the charges and sent in- the second time adding a letter giving further details. I did not receive a reply to my contesting of the charges via their process but rather received a notice from a collection agency regarding these fees. I have spent hours trying to get a hold of a human but am put on endless hold without ever being able to contact someone for further explanation of what happened to my appeal.

• Initial Complaint

  Date:09/09/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have an EZ pass NY account and tolls get paid automatically. NJ for some funny reason didn't charge my account on 2 occasions. They than tack on a $50 surcharge I attempted to call them thier system is designed so that you can not talk to anyone I'm on hold over 30 minutes. This is an attempt by the agency to discourge pepole from calling and robbing the public.Tracking # T ******************** 122428619998-01

• Initial Complaint

  Date:09/05/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I missed an EZ pass toll back in February and they never sent me any notifications that there was a bill due. The total of this bill was $9. I got a call from a collector back in May, saying I owed EZ pass $184.20, to which I paid out of nervousness because I have never had an account in collections. I called EZ pass a couple days later ( May 23rd), spoke with a representative who said he would waive the late fee of $175 if I paid him the $9 I owed. I paid $9 over the phone that day (I’m up to $194 I have paid over a $9 toll) and he waived the remaining $175. He advised that I would have to call the collector to get a refund. I proceeded to call the collection company and they advised it would be an EZ pass refund as the money got sent to them. I called my bank to dispute the charge since neither EZ pass or the collector said they would give me a refund. EZ pass then declined the dispute charge to my bank.
  I have called them numerous times since, waiting 45+ minutes on hold to speak to a representative, they have told me 3 times that I would get sent a check and I haven’t received anything. I spoke with a supervisor last week who said I would get a refund to the checking account tied to the account, but that never happened. I called again today and spoke to a new supervisor who told me he couldn’t help me.
  I paid EZ pass almost $200 for a $9 toll, and they refuse to pay me the money they owe me, they refuse to send me a letter or an email saying the balance was satisfied for me to dispute the charge with my bank (according to them, they can’t send an email confirmation or a payment history because it’s against their policy), and now after spending at least 4-5 hours collectively waiting to talk to representatives, the supervisors tell me they can’t help me and I can call later.
  This is the worst customer service I have ever received, waiting 3 months for a refund should be nearly illegal.