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:03/07/2023

  Type:Product 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 opened a new bank account and got a new bank card back in August 22. When I saw my balance was low I tried to log onto the website to change my card information. The login page would load to a blank white screen and would not go any further so I tried calling them. I sat on hold for HOURS waiting for someone to pick up. Nobody picked up. I hung up after about 2.5 hours that time. I tried calling the next time I had a day off. I waited for almost 4 hours. My only day off is typically tuesdays, so Ive made this a regular thing, to call on tuesdays. I typically wait for 2-4 hours for someone to pick up but they never do. I didnt call at all in November or December as I was just busy. I resumed the calls in mid January. All through February. Now March. *** spent well over 24 hours collectively on hold with EZ Pass and have never had anyone pick up the phone- ever. So I couldnt update on their website, I cant update on the phone- and now theyve sent my account to collections. Im so exasperated at this point because *** tried harder than anyone should ever have to try to GIVE them money, and they sent me to collections, which is impacting my credit. My credit score has dropped about 90 points because of this, and Im sick about it. I just want to cry, or scream, or both. Ive been trying to give you people my money since August, WHY ARE YOU DOING THIS TO ME???? Just answer your phones!!! Each time I call the recording says I may be waiting for 40 or more minutes- it ends up being HOURS. My stomach is in knots and Im so sick of doing this!!!!!

• Initial Complaint

  Date:03/07/2023

  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 am requesting a full adjustment of the $532.53 in charges that I did not make in regards to charges from July 2021 from device # *********** that was considered stolen when car was totaled and towed away. The balance of what is owed to me is $392.72. I was given a partial credit of $139.81. I contacted E-ZPass as soon as I noticed the charges and sent in the requested documents showing that the car was totaled and taken away (in sr ***************

• Initial Complaint

  Date:03/06/2023

  Type:Product 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.

  My credit Card expired that was linked to my EZ pass account. I had 7 toll violations for tolls that amounted to 7 dollars. I tried to reach out via phone multiple times to resolve the issues, however I could never get in contact with an agent due to extremely long wait times (over an hour multiple times). Finally I got a letter in the mail that my account was being revoked! I called and sat on hold for 90 minutes read to pay my violations and resolve any further issues. I was charged over 300 dollars in administration fines, 42X the amount of my tolls. clearly these funds aren't going to administration costs if every time I called when I tried to resolve this issue the wait times were greater than an hour. I would like a refund of the administration fee.

• Initial Complaint

  Date:03/03/2023

  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.

  NJ EZPass occasionally sends me violations for one of my vehicles even though I have the tag and plates linked to my EZPass account. I saw a violation on my account and thought it was weird that a violation can be linked to an EZPass account but still be a violation. Fast forward that I never received a violation letter for this specific violation which I would have clearly disputed like ALL the other ones since I have a valid EZPass account. Instead this one was sent to violation. A $1 toll with a $50 violation was send to collections. When I tried paying it, I couldn't. When I tried calling to pay, I couldn't. When I tried calling a representative I waited almost an hour and no answer. I tried showing up at the location and there was a line out of the building and not moving. I called again and after 1.5 hour I hung up. I send an email to EZ Pass and they proceeded to say it's in collection and to deal with the collection company. I don't see how you make someone wanting to pay so difficult and I further don't understand how they can run a plate link a charge to an account but send a violation. The violation was sent to Credit Collection Services, File number 07 **** *****.

• Initial Complaint

  Date:03/03/2023

  Type:Product 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 contact ** EZpass for over 10 days.No matter what time I call they say it is a 40 minute wait. I have waited as much as 2 hours, with no response so I hung up the phone.I have sent numerous emails have not received any responses.My login to their app and site are telling me me that they are invalid.They have always worked before. There password link response when I click on it, I am told It is not a valid link.I bought 2 new cars and need to transfer a transponder. On the other car the dealer accidentally trashed it and need a replacement.The best response would be to get a new password so I can do everything myself.Thank you, *************************

• Initial Complaint

  Date:02/28/2023

  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.

  Someone was fraudulently using my ezpass since February 2021. EZ PASS NO ***********. I have made payments timely so not to ruin my credit and contacted EZ Pass who told me I needed to wait 60 days and that it was in review. I have been trying to contact EZ pass to follow up for 6 months now and no one answers. The vehicle that used my ezpass dies not belong to me which EZ Pass can easily verify. There is approximately $1,600 charged that I am aware of if not more. I would like EZ Pass to review the account for the unknown license plate that has been charged to me and provide a full refund. Appreciate your assistance.Than you ****'s *******

• Initial Complaint

  Date:02/27/2023

  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 received a letter from Credit Collection Service requesting me to pay $30 to New Jersey E-ZPass for a toll of $5 occurred on 04 Nov 2022 and a $25 administration fee. (citation#: T072291564959-01).First of all, I am an EZ Pass user and have an active EZ Pass account. The toll of $5 shouldve have been charged automatically to my EZ Pass account. Second, I had never received a notification from EZ Pass NJ regarding this matter. On February 05, 2023, I sent a letter to New Jersey EZPass and indicated the above situation. I also provided my EZ Pass account information for New Jersey EZPass to charge the $5 toll to my EZ Pass account. New Jersey EZ Pass simply ignored my correspondence and insisted on charging me administration fees that I am not responsible for. I am requesting New Jersey EZPass to charge the $5 toll to my EZ Pass account and correct the administration fee that should not be charged to me.

• Initial Complaint

  Date:02/24/2023

  Type:Customer Service 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.

  Received a Feb. 6 letter from Ezpass for a tag that has not been used in a long time stating the account was revoked for a negative balance. There was an account balance due listed as $2.71. I also received a collections service letter dated Feb. 14 with an amount due of $27.71. I called the ** Pass number twice and spent over 1 hours the first time on hold. The arrogant person that finally answered asked for the account information then asked for my fathers middle name. After all the time I spent on hold providing my information and they ask for my deceased fathers middle name. When I started to get annoyed, without saying a word, the person hung up! I called again between 6-7 PM. I was placed on hold again and told the wait time was 20 minutes. I waited on hold for 45 minutes and then got a recording that the call center was closed. Your instructed to call an no one is capable of helping. There is no email listed anywhere. The web page would not let me view an account. I have not seen a statement or an explanation of the charges. I know that this a ******** or government agency but this is unacceptable! You dont make up a charge and send it to collections. I am the customer. Im not here to serve the people of EZpass. I demand that someone call me to explain this.

• Initial Complaint

  Date:02/23/2023

  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 use EZ Pass to travel for work. I have been using it for about 2 years, and it has been a problem since day 1. I had a credit card connected to it for auto replenishment, and EZ Pass dictates when they want to take money. They use a "presumptive" formula to change your cards for hundreds before going through tolls. I can't understand a system that you have to pay hundreds or dollars before going through any rolls, but that's how they decided to operate. Second, they randomly hit you with toll violations rapidly. I was under the assumption that they check your information in the system BEFORE charging you, but that doesn't happen either. There is no one you can speak to because you just wait on hold when you call, and no one replies to emails. There needs to be some sort of regulation or a system of checks and balances within in this organization.

• Initial Complaint

  Date:02/23/2023

  Type:Sales and Advertising 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.

  Today our business had to return tags to ** Pass in ******, we were closing our account. One of our commercial vehicles went to return the tags to the location and parked in the visitor lot. We have a photo of our vehicle parked in front of a visitor parking sign. When our employee left the ** Pass center there was a boot on the vehicle, and someone demanded $300 cash or a tow truck would be called. Our employee attempted to enter ** Pass to speak with the customer ********************** agents and was denied entrance by the security guard. We attempted to call the police as this was an obvious scam, the police said they have heard of this many times and could not do anything as it was a private parking lot. Outside of the parking lot there is no signage that says no commercial vehicles allowed, there is one single sign in the parking lot, no where near where our employee parked and the sign was not visible to them at any point, they did not pass the single sign to enter the building. We then had to get 300 cash for them to release our vehicle. This is an obvious scam, you cannot boot someone's car if there is not obvious signage prior to entering a parking lot. We need our $300 refunded by ** pass for allowing this to happen in their own parking lot. If they are going to have a no commercial vehicle parking policy, that also needs to be made more visible ie. prior to entering the lot so others do not deal with what we had to. The lack of signage, and/or towing enforcement notification signifies this is not a legitimate operation, it violates many sections of the ** Predatory Towing Prevention Act - namely section: 56:13-13. Shame on ** Pass for allowing this.