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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

    • 794 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:03/17/2023

      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.
      Hello I have requested a supervisor for months and they say they return the call, but they never leave them a number where I can call them back. I advised him that I was supposed to get a credit and thats the reason the payments were not made after I never received that credit and no one ever contact me, so I never knew how much was actually owed. Now theyre saying a lot more is owed and thats because theyre charging all the fees when we yes indeed had a cred

    • Initial Complaint

      Date:03/15/2023

      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.
      NO One answers the phone and do not have a proper dispute process. after my wife disputed an administration fee "in writing" because no one answers the phone and paid the tolls with a check, now they sent my info to a collection agency and logged her out of our account. $2100 in admin fees

    • Initial Complaint

      Date:03/15/2023

      Type:Product 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 January 11, 2023 we sent our last transponder and a letter stating we are no longer living in the area and want the account turned off and the balance on our account to be refunded to the credit card on file, $79.11. We received an email confirmation on January 18, 2023 that they received the transponder and letter. I received a statement date March 3, 2023 showing the balance still there and a $1.00 service fee. I would have emailed to follow up but website does not have that option. I would have called but I have done this in the past (had same issue helping my dad end his service and get refunded) and you have to call at 8am and be prepared to hold for at least 2 hours.

    • Initial Complaint

      Date:03/14/2023

      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 has sent me to collections for *******. however I have an active ezpass account. And for the said dates that they sent me, I have the log that claims I paid the toll. I have called their customer **********************. The first day I was on hold 3 hours. No answer. Second day I called on hold 2.5 hours no answer. I have sent emails and messages via the website. No answer. I never even received violation warnings.

    • Initial Complaint

      Date:03/13/2023

      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 have EZ Pass, in good standing, auto replenish, etc, but they sent me a violation in December from Nov, 25, 2023 for $51, $1 toll plus the Administration fee. So I went to the site, entered my violation #, and mentioned ***************** EZ Pass customer), which was then reduced to the original $1 toll, confirmed, and it said the $1 was applied to my account. After confirming that I give EZ pass permission to add the $1 toll to my account, I STILL received a collection notice for $51!! Called 4 times since then, on hold for 1 HR 30 min each time, had to hang up. I am forced to pay the $51 which now hits my credit report, and I have no defense since it's their system that somehow made the error. Horrible business practices, I wish I could cancel my account but they have monopolized the Toll collection industry, so the only other option is toll by mail. They don't care about their customers and can just keep collecting fees from people simply because you can't defend yourself without wasting 2 or 3 hours, probably more, of your own time trying to speak to someone.

    • Initial Complaint

      Date:03/13/2023

      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.
      The issue I have with E-ZPass is the inability to communicate with this organization both via website and Phone properly. The issue is as follows: I have repeatedly tried to change my CC information via their website, and it has not allowed it to keep going in a circle (I could not log in). I tried via phone, and I have continuously been put on hold for 1.5 hrs or more. This has gone on for at least since the beginning of this year. The question is, how can I do something so trivial as update my CC information so I can continue my EZPASS if there is no way to communicate it properly? Because of this situation, my details have been sent to a collection agency without any fault of my own. I would like a simple resolution of being allowed to update my CC information, so I can continue to use my EZ PASS ASAP Please Fix your method of communication as one of ** government's largest agencies trying to get in touch is not only painful but very poor. ACCT:# ************* Thank you -***************************

    • Initial Complaint

      Date:03/13/2023

      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 have received numerous *********** Violations from ** EZPass, I do have an active PA EZPass account. I disputed all violations with ** EZPass online. I ended up with almost $500 in administration fees. I tried calling, I was on hold for over (2) hours, (3) times, I had to hang up. I was issued 10 violations. I sent (6) letters to ** EZPass with an Invoice from PA EZPass, my account was active at the time of the violationand my transponder was working in PA five minutes after several of the ** EZPass violations. You cant dispute the violation online, you can not call and talk to someone, you do not get response after mailing them a letter. They even send you to collections if you don't pay within 30 days. How many people is this happening too? How much extra money is being collected from PA drivers? Is this fraud?I did strongly dispute the administrative fees with credit collection. I hope that works.

    • Initial Complaint

      Date:03/11/2023

      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.
      ** ***Pass is my issue. It's like they purposely make it difficult to get into your account and manage it. I have the ***Pass APP and I keep my password saved in the web page for this ** Pass site so I don't get the password wrong. I cannot get into the app anymore, it keeps telling me the information is wrong. The web page is alot more forgiving, but when your not in front of a computer and constantly on the go, you don't have time to get into a cumbersome web page that constantly logs you out after each change of tabs. It's like they make it frustrating or purposely cumbersome so you don't keep up with your account. I no longer get notices from them, unless I call and wait 40 minutes plus to get through, then they do something on their end and then by some miracle I get updates again....sometimes. ** Pass is operating like a legit scam, backed by ** to hit drivers with these insane violation fees. Something so simple should not be this difficult to maintain. I should be able to login just like my bank app. One click, and I'm in. I can easily make my payment, check my balance and be on my way all within 30 seconds. The ** Pass app should be like that, I can't remember if it worked smoothly or not as I can't get into anymore. But overall, there is something seriously wrong with ** Pass system, and it's in their favor, and purposely being left unchecked leaving us ** Drivers with no help. Please help us ** Drivers and do something to get these excessive fees reduced, along with their system more user friendly so we can manage and keep up with our balances.

    • Initial Complaint

      Date:03/10/2023

      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.
      I am an existing ** ex pass customer I called them a few months ago in regards to a list of violations one of the cars registered had problems with the reader I got a reference number that they would be removed due to the fact that I paid the tolls for all of them . License plate number PA ******* There is another plate on our account it is PA lxw6695 I was given a reference number it is ******** the representative operator # ***** I phoned again last week through automated system to add money cause my account went low and I didn't have enough funds to take care of it when I called the automated said to add ***** this way the violation number which was being charged recently could be paid and there would be money to keep on my account T072397105111-01 so this is what lead me to realize that none of what I paid for was posted where did the money go and why am I still being held responsible for this enormous outstanding balance . I think the accounting department needs to be audited . Please help me in resolving this issue with this terrible entity

    • Initial Complaint

      Date:03/08/2023

      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.
      My husband and I rent out our vehicles and as such we have equipped all our vehicles with an EZ pass transponder. I have gotten some fees in the mail for the tolls as well as a ridiculous admin fee. This doesnt happen every time a guests rents a car but often enough. I have all documentation to prove my account is never empty but when I call for them to get rid of the bogus admin fee since the transponder wasnt read they are now saying no and insisting its because my account was empty and thats the only reason I would ever get such a bill in the mail. They cursed at me and hung up on me and refuse to help me even though I can prove my account has never been empty. They are now threatening to send them to collections. I even got a toll in the mail for $0 but the admin fee was $50. How does that even make sense? They have so many bad reviews all saying the same stuff. The customer ********************** is horrendous and theyre charging fraudulent fees. We need help please. If you would like to see any of our bills I will happily send them over.

    EZ Pass New Jersey is NOT a BBB Accredited Business.

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