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:01/09/2023

  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've been using ezpass for the last few years. I have had nothing but problems especially with toll by mail, I never receive any toll bill or ezpass bill in the mail except for select few, my tag never get's read, when I look up my date of transaction it's always invalid, when I request proof that my car traveled through toll booths I'm always told they can't do that, it's a gigantic mess. I want a total bill statement with the correct ezpass discount charges, without the atrocious admin fees since this is their s**** up, so I can pay it.

• Initial Complaint

  Date:01/09/2023

  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 am having issues with my NJ EZ Pass and need to resolve them. They are outstanding toll violations. Id very much like to dispute them and pay ez pass whatever I owe, but they do not answer the phone and their email response says within 10 days. However, they send me letters constantly harassing me. Other than paying them hundreds more than I owe, I have no way to pay my toll amounts and get the harassment to stop. I WANT to pay ezpass. I cannot rectify it online as they say I somehow now longer have an email address associated with my account. My only option to call and no one answers.

• Initial Complaint

  Date:01/09/2023

  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 have EZPas on all 3 vehicles. Within the past year Im getting violations from them. My account is up to date and when funds are low I replenish my account. But somehow I keep getting violations and is now up to $200.00! I just got a letter from a debt collector. But yet EZ Pass will continue to take my payments to replenish my account and they have not suspended me in any way (theres no reason for that being my account is up to date). Its IMPOSSIBLE to get anyone on the phone. So, BBB is my last chance to get this cleared up. Please advise WHAT TO DO!

• Initial Complaint

  Date:01/09/2023

  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.

  NJ E-ZPass is trying to charge 9 violation fees totaling $600 for going through a toll when my balance is negative. My balance was negative due to my credit card expiring on file. I tried to call E-ZPass and update my credit card so I can auto-pay but they refuse to let update my credit card information until the violations are paid. Additionally, I had to wait on hold for 90 minutes to speak with a representative. This extremely long wait time happens every time I try to call their customer ********************** which causes an even greater barrier to resolving this problem. I tried to explain to them the only reason I received these is due to an expired credit card that they wont let me update on file but they told me there is nothing they can do. I am looking for these violations to be removed/refunded so I can update my credit card and keep my account in good standing. I spoke with a supervisor, *****, employee id ***** who was extremely unhelpful and refused to let me speak with his manager to get this resolved.

• Initial Complaint

  Date:01/09/2023

  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.

  In October 2022 I drove the length of the state of New Jersey Turnpike enroute from ******* to ************. I never received a toll bill via mail, yet received a notice within 6 weeks of my trip stating that I had failed to pay my toll and that I owed a $50 fee for late payment. This is not fair, as I was never notified of my debt in the first place--how can one be expected to pay a bill that they have not yet been informed of? How can a payment be late if I only ever received one notice by mail about my toll? In response to the bill and request to pay a late fee, I mailed a check for $6.65, the amount of my toll, and wrote a note in the dispute section of the notice stating that I would not be willing to pay the late fee, as it was unjustly applied to my toll bill. The toll collection company deposited my check on 10/30/2022. Several weeks later I received another bill, this time for the $50 late fee. I again wrote to the company, stating that I paid my toll but would not pay the unjust fee, as my payment could not fairly be considered late. During the last week of December 2022 I received a notice that my toll fee has been assigned to a collections agency. I have attempted to contact the *********** Authority and have not been able to get through, despite waiting on hold (on one occasion I waited on hold for over 1.5 hours). I am unable to access my case online because they deposited my toll payment, so my toll bill number no longer shows up as valid in their system. My account balance with the toll company is $0. I should not be expected to pay this late fee.

• Initial Complaint

  Date:01/08/2023

  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 was traveling to New Jersey from 19th Nov-26th Nov from *************. I was not aware that ** does not have a pay by plate option in the ** pass lanes like ** or any other state for that matter. I was sent violation bills to my home address. I have tried to reach them on phone to request waiving off the violation but they have not responded after holding the line for close to two hours. I tried to contact them via email and every time get a response after ***** days that my case has been closed without giving any other details. I would please request BBB to look into this and waive my violation fees. My violations # are as follows: #T122292797163, T202292944705, T132292737866. I have been charged a total of $135 for toll violations for going through the ** pass lane without a physical pass. I was not aware that ** does not have the option to pay tolls later when they send the physical bill. Please let me know if you need further information to look into this.

• Initial Complaint

  Date:01/06/2023

  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.

  I am a ezpass customer and I had an issue with my account and I had $140 unpaid tolls. I paid but now they state I have to still pay $1600 in fines and if not paid they will suspend my registration

• Initial Complaint

  Date:01/06/2023

  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.

  If you check the reviews on BBB.org, you will see that there is a serious problem with the EZPASS organization, and someone needs to address it immediately! They say 40 minute wait time to speak to a representative, however, this is day two and I'm still on hold for over 2 1/2 hours! Every review on your BBB website says the same thing about these ridiculous wait times, in addition to their complete incompetence and unfriendly customer **********************. I lost my EZPASS tag and cannot locate my username/password to log into the website, so my only option is to have to call this place- which I cannot! And why is there no email address available for correspondence? Wouldn't that help cut down on their staff having to answer phones? I cannot sit here each day for over two hours and not have them answer their phone, and I do not have the time to drive over there in person, shouldn't have to. Someone needs to go after this company, now.

• Initial Complaint

  Date:01/05/2023

  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 paid a toll due and charged an additional $50 administrative fee for no reason. I disputed the admin fee, twice, via the exact instructions by mail. I tried to call the phone number, 3 times, was on hold for an hour, no one answered, and the line disconnected, 3 times. I am not paying an unfair fee. I just received a letter from a collection service about the fee months later. Im not ruining my credit over this and STILL not able to get in touch with anyone. This is a complete scam and I am completely angry about this whole process. SCAM! I will probably file several complaints about this. I want this fee they incurred of $50 for a $2 toll that was paid to be resolved and omitted now.

• Initial Complaint

  Date:01/05/2023

  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.

  ** E-ZPass **************************************** Re: ** E-ZPass Account #************* CC: New Jersey ******** of ******** Affairs (online complaint)Better Business Bureau of New Jersey (online complaint)To whom it may concern:I have had an ** E-Z Pass Account for many years, opened many years ago with the understanding that there would be no fees if the account had a positive balance. Two months ago, in November of 2022, I suddenly received a letter from them claiming that I had a negative balance. It turned out that without informing they suddenly started charging me a service fee and had continued to do so until the account had a negative balance. I began trying to contact them. Using their phone service I left messages but never received any callbacks, and it did not appear that there was any way using the automated service to get an actual person on the line. I also sent several electronic messages via their system asking for clarifications of what had occurred. I never received any response from these messages, but recently received a notice from a credit collection service that they had referred my account to. Contacting family members I found that indeed one could try to get through to an actual person to get resolution but only by simply hitting 0 repeatedly when in their automated system, this feature is not advertised, and the two times I tried this I was told the wait would be ******************************************************************* I have gone ahead and paid the collection amount rather than continue to battle, but it appears that E-Z Pass ** has a number of problems that should be addressed:They should not be changing the fee structure of any account without contacting their customer and giving them a chance to decide if they wanted to continue to use their service (I would have chosen not to and expected a refund of the $15 or so in my account).They should assign more people to respond to requests that are made through the system they present as being a way to contact them.They should not hide the method for speaking to an actual person and should allocate more resources to make it possible to get a hold of someone. I would actually like to get an apology and a refund of the collection amount of $36.43 that E-Z Pass of ** manufactured, but to be honest, I find these practices to be horribly predatory, and the main thing would be to open an investigation into these practices, as I have no doubt that these approaches are costing taxpayers thousands of dollars a year.Sincerely,***************************