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Business Profile

Toll Booth

EZ Pass New Jersey

This business is NOT BBB Accredited.

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Complaints

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

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EZ Pass New Jersey has 2 locations, listed below.

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    Customer Complaints Summary

    • 792 total complaints in the last 3 years.
    • 186 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/29/2024

      Type:Billing Issues
      Status:
      Unanswered
      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 went through NJ in November with our active MA transponder in the same place that it always is. They have sent us bills for almost $100 for two tolls. a $5 toll with a $25 admin fee and a $10.50 toll with a $50 admin fee!!! We've tried to dispute it but they have rejected it with form letters. I would like to just pay the tolls like you would in EVERY OTHER STATE

    • Initial Complaint

      Date:01/27/2024

      Type:Customer Service Issues
      Status:
      Unanswered
      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.
      They sent me toll charges for $4.20 with two $50 administration fees ($104.20 total). I gladly submitted my $4.20 for the toll, as I have travelled to New Jersey only twice in my life and have no issue paying tolls. A $50 fee for them to mail a bill is predatory. Additionally, they did not give me adequate time to pay the toll, sending bills only a few days before past due. I did send a check for the $4.20 total in tolls in adequate time. Additionally, I tried contacting their customer ********************** multiple times, and not only did I have to wait many multiple hours for somebody to eventually not even answer. They then sent $100 to debt collections affecting my credit score and causing general financial stress. Upon research I found that many people have experienced these same issues with EZ Pass New Jersey. I should not have to pay additional fees that are predatory. I also should not have to deal with a bill in collections. Additionally, EZ Pass New Jersey has made a habit of being predatory to multiple hundreds of people.

    • Initial Complaint

      Date:01/24/2024

      Type:Billing Issues
      Status:
      Unanswered
      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.
      On 12/04/23, we drove my husband's vehicle through a toll on I-78. I held my E-Z Pass device in my hand by the windshield as we drove through. My account is in good standing and in fact I have had a credit card on file with them for years with no issues. We received a violation of not paying the $3 toll plus a $30 fine. On 12/27/23, I called PA E-Z Pass to get my account number to put on the dispute form. At that time, I also added my husband's license plate to my E-Z Pass account. I then mailed in the dispute. On 1/17/24 we received notice that our dispute was rejected for one or more of the following 3 reasons, though they cannot tell us why. Also on Jan 17, I spent 1 hour and 17 min on hold to speak with someone at the phone number listed on all the documents we have received from them. 973-368-1425
      The woman I spoke with said it was not an issue with them but with the PA number. So I called PA and they said the violation was NJ and there was nothing they could do.
      The reasons why this was listed as denied are the following:
      1) the dispute was not submitted within 50 days of the recorded transaction date (NOT APPLICABLE as we received their denial of our dispute LESS than 50 days from the transaction date).
      2) the license plate was not updated to the E-Z Pass account within 3 days from the time the dispute was submitted (as you can see above, I did not even mail the dispute until after I had contacted PA to add the plate and get the account #)!
      3) the E-Z Pass account was not sufficiently funded. As above... I have been on automatic withdraw with my account for years and the account is in fact sufficiently funded.

    • Initial Complaint

      Date:01/24/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      EZ PASS sent me a bill stating that I went through a toll without it. I had my EZPASS with me, and the vehicle and license plate are on my account. EZPASS did not advise me of the violation until after 50 days. I then disputed it and they told me my dispute was rejected because it was longer than 50 days. But, as stated, I didn't even get the bill till after 50 days. Then when I try to call them to speak to a person I have to wait on hold for OVER AN HOUR. we are forced to us EZ PASS but are not provided proper customer service. This is unacceptable.

    • Initial Complaint

      Date:01/24/2024

      Type:Customer Service Issues
      Status:
      Unanswered
      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.
      ************* 09/08/2023 13:29:19 CLOSED $0.00 $0.00 $0.00 $0.00 View Details ************* 12/21/2023 20:05:15 OPEN $0.00 $50.00 $0.00 $50.00 View Details ************* 12/22/2023 12:18:25 OPEN $0.00 $50.00 $0.00 $50.00 View Details
      ************* 01/13/2024 13:09:14 OPEN $14.85 $50.00 $0.00 $64.85 View Details

      These are just the most recent tolls. I have a pa ez pass and have so far paid 295 because they will not waive the $50 admin fee after so many times. My ez pass works in the PA turnpike just fine yet I constantly get notices from new jersey. I tried to call to have them waived since again I am an ez pass customer and instead got an attitude from the person who worked there and said I am all out of exemptions. I dont get how someone would be able to afford a $50 admin fee everytime they go across a toll. After the $295 I now have the 3 notices up top which equal out to 164.85 when the toll was less than $15. I also have another notice in collections for $50 and they have kept calling me to pay and are going to ruin my credit just for taking a trip into new jersey going to new york.

    • Initial Complaint

      Date:01/17/2024

      Type:Billing Issues
      Status:
      Unanswered
      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 recieved a notice in the mail from NJ EZPass that I owed a $10.50 fine and was being charged a $50 admin fee. I was unable to chat or email anyone and was forced to be on hold for over 50 minutes to simply be told I have to wait 7-10 business days for them to determine if the admin fee would be waived. If a business is going to falsey charge people they need to be properly staffed to manage the complaints coming in. NJ EZ Pass now owes me for an hour of my time.

    • Initial Complaint

      Date:01/16/2024

      Type:Billing Issues
      Status:
      Unanswered
      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 tried resolving my ezpass violations with customer service and have gotten no where. I had 16 toll violations because my vehicle was never added onto my account. I tried disputing them online for the reason of already being an ezpass customer, as instructed on the violations notices, and the system would not allow it. I mailed letters to ezpass over the course of a few months whenever new violations came in the mail. I've since then, added my vehicle to my account and continued to use and pay for my account. Never heard back from ezpass until I got collections notices. Called ezpass and they stated that they couldn't dispute my violations with a toll payment because my account went negative. They couldn't tell me why I hadn't heard back from anyone since my letters and after having them look back into my account, they verified that my account actually hadn't gone negative and that I had the money waiting in my account to pay the bills. They now tell me that they can't pull the money from my account so I gave them my debit card to take the money for tolls out and they still cannot dispute the fees along with it. The representative told me I'd be hearing from someone in the next 7 days from our call to resolve the rest of the money owed and I haven't gotten any calls in 2 weeks. I do not want this to go too long without being resolved, especially since ezpass has every record of me doing everything I was supposed to do to get these fees waived and removed.

    • Initial Complaint

      Date:01/16/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      EZ pass continues to claim that I do not have an available transponder and charges me fees. Recently I took 2 trips to new york where my ezpass was recognized in PA and NY but in NJ I was charged $100 in fees for a $30 toll. *************. The website also blocks from payment and disputing charge opening the door to more late fees. I have payed NJ over 300 in fees in the past 4 months.

    • Initial Complaint

      Date:01/11/2024

      Type:Billing Issues
      Status:
      Unanswered
      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.
      On June 22, **** I questioned EZ pass about monthly charges to my credit card. charges of $25 and $50 appeared 03/19/2022 to 06/01/2023. The total was $250.00 at that point. I contacted EZ pass about the problem speaking to someone who identified himself as ***. He ***** that the problem was that transponders I returned were not logged in and a fee of $9 for two transponders would clear up the matter. I paid the fee. He said the matter would be checked into and would get back to me. Again on 06/24/2023 a charge $50 and a charge on 09/06/2023 a charge of $35>00 was charged to my card. On October 20,2023 i again contacted EZ pass about the continuing problem. I was then connected with a supervisor that said the problem should have been investigated when I contacted them in June. again I was told the matter would be looked into and that someone would get back to me in 30 days. That time passed and I again contacted them on January 9, **** about any information. The result was that they said that 120 days had expired and and the total of $360.00 would only amount to a $48.73 refund. I contacted EZpass in sufficient time and nothing was done about it. After being told the matter should have been investigated and contacting them in sufficient time my matter still was not considered for review. This matter is an amount of over $300.00 and the4 fault of mismanagement of my account. Can you help me in this matt4er.Thanks, Anth0ny *******

    • Initial Complaint

      Date:01/10/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      From 11/30 to 12/22 ** Pass ** has issued ** no less than 17 violations for commuting to work. We have an account with them and are in good standing up to this point. We called them and they said we owe them over $1000 in tolls and fees. They took away some of the violations but said we still owe $600 and cannot use the ** Pass system until its paid. We can not afford this at all and I have tried working with them over the phone to get a payment plan, but was refused. I feel that these practices are very predatory and leave me no other option but to pay the full amount even though we are customers in good standing and are willing to pay in installments.

    EZ Pass New Jersey is NOT a BBB Accredited Business.

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