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:01/04/2023

  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.

  Received ez pass toll violations in October because I bought out a leased vehicle and plates changed. Was unable to update info so called ez pass multiple times but on hold endlessly. Sent email which went unresolved. Called during holidays and told fine was over $2400. Asked to discuss with supervisor **** who called me on 1/4 to offer about half the fine. Told her unacceptable and gave me another # to call. Left message for *******************************.

• Initial Complaint

  Date:01/04/2023

  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 went through four New Jersey tolls within the dates 21Oct2022 and 23Oct2022. I received my first toll bill in the mail on 02Nov2022. The bill included the four toll violation costs ($24.70) plus an additional $200 for "Administrative Fees" ($50 per toll), totaling the bill at $224.70. This was shown on the first bill I received, the payments were not late or missing at this time. I have called both of their Customer ********************** Phone Numbers numerous times since November 2nd to have these "Administrative Fees" explained to me, however no one ever picks up the phone. I have had over 1 hours wait times on hold waiting for a Customer ********************** Representative to answer the call and no one ever does. I have emailed their Customer ********************** Email about my concerns on 30Nov2022 and 05Dec2022. These emails have been ignored by Customer ********************** Representatives and I've received response emails stating "Your Service Request has been closed". I have also filed disputes on the ** Pass NJ website and the only response to those disputes has been letters in the mail stating "Your dispute has been denied". Today, after waiting on hold for 1 hour and 45 minutes, I paid the $224.70 toll violation in full as I do not want this to be sent to a collection agency. I'm requesting a refund of $200.

• Initial Complaint

  Date:01/03/2023

  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.

  My wife took a recent trip to ** for a funeral from our home in *********** in October. We seldom leave *********** and our EZ Pass Account shows $59 available since 2018. There are few if any Manual toll stations available on the Turnpike and often heavy traffic prevents one from getting to the Manual pay lane. My wife's ** EZ pass accounnt was set up for her old car (****), not her 2016 Acura TLX. ******** promptly sent a bill and we paid the tolls via check right away, about $20. We fixed her account via ** EZ Pass account to show the correct car and new license plate. We thought New ********************** tolls could be cleared up in a similar expedient manner. However, New Jersey's Authoritarian procedures and harassing attitude toward violators is legendary, according to recent Class Action lawsuits and internet complaints. A judge recently upheld **'s policy to charge $ 50 fees to even $0.70 tolls. ** has many toll plazas and ** highway users are facing thousands in fees, $50 for every violation. Motorist can be hit with hundreds & thousands in fees in one day, just one trip in **. We owe $15.60 but ** has tacked on $ 200 in fees for 4 EZ Pass toll violations. Truly oppressive and alarming burden on taxpayers and citizens. A 3rd party collects fees and then the bills are turned over to collection so they can impound your vehicle and prevent you from working. A ******* attorney offers Bankruptcy help for people drowning in ** Toll bills and fees. Motorists have no recourse. Hope you can help ! Where else can we turn ! My EZ pass account # is ********, license plate # *******. I tried to upload a snapshot of my account but could not. Let me know what information you will need. Thank you ! *******

• Initial Complaint

  Date:01/03/2023

  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.

  EZ Pass ** I believe the current toll collection process is deceptive and misleading. I have an EZP pass transponder that is active and working without issue. My Bank auto-replenishes the funds. However, I am being billed constantly by EZ Pass NJ for failure to pay. I was informed they have the ability to pull from my account the funds needed to pay the toll since it is connected to ** also. However, when disputed ** states that there is no EZ Pass information available and the dispute is denied and I am charged and assessed a fee and a penalty respectively. This occurred on more than 5 occasions in 2022. Now I have to mitigate this issue by getting an NJ EZ pass specific to that state. EZpass ** did not provide any notice of this change in practice, they did have unfairly and unethically denied my disputes even though I have documentation of an active and in good standing EZ Pass Account without any deficiencies. EZPass is using a technicality that *** not be within the terms and conditions. We believe the practice is a violation of the agreement with the customer. I can provide statements from past billing if requested.

• Initial Complaint

  Date:12/30/2022

  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.

  I was overcharged $10 per transaction on 3 separate occasions using my ** **-Pass transponder over the *********************** and ******************************************** from July through September 2022. The charge for my vehicle should have been $5.00 per transaction however I was charged $15.00 per transaction. I have contacted the ** Pass Customer ********************** number and submitted requests to be reimbursed. After waiting on hold for 45 minutes (3 times) and currently on hold for 1 hour and 22 minutes trying to resolve this issue. As requested, I physically mailed my vehicle registration and a detailed letter on 11/8/2022 and still no resolution. ** Pass owes me $30 in overcharges and I would like a refund.

• Initial Complaint

  Date:12/30/2022

  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.

  On July 25th and July 26th, we drove our ***** CRV to ** via the *********. On the first trip, EZPass charged us $38 rather than the normal rate of $13.75 which was charged on the next day. EZ Pass claims that the system often charges a higher rate if the system is fooled into thinking you have a larger axel vehicle like a trailer or 18-wheel truck. Caused by someone tail gaiting you. However, they have to to get the credit from the NY/NJ PA when the ********* is involved. They even required me to provide a copy of my registration. So far, I have spent hours (10+) on hold and have been asked to open three, going on four, inquiries. EZPass keeps closing my inquiries without even an email back to me. Still no credit. How many people is this happening too? How much extra money is being collected from ** drivers? Is this fraud?

• Initial Complaint

  Date:12/29/2022

  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.

  My ezpass tags weren't working right so I attempted to contact someone but was unsuccessful getting through the line. I had a family emergency and there was a lack of following up on the issue. I received a notice in the mail that there were fines. This is when I tried again to reach to someone. After being on HD for almost two hours I was assisted by a very rude man. He told me I would need to pay hundreds of dollars in fines. I am willing to pay whatever the tolls are but not the fines. As an ezpass customer for several years I would appreciate assistance with this in removing the violations.

• Initial Complaint

  Date:12/29/2022

  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.

  I have been on hold with customer ********************** for at least 1 1/2 hrs on three different occasions. No one answers and I couldn't update my payment on line. It states I have to call in. Are you kidding me?? With all the $$ ez pass makes, they can't hire more reps. I am extremely frustrated. I do work full time!!

• Initial Complaint

  Date:12/29/2022

  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 an E-ZPass customer who, back in August, was wrongfully charged in error by the company. The company did not accept my automatic replenishment payment & removed my card from my account without notice. I asked why the card was removed, and the representative stated that "they do not know" I contacted ******* to see if the card was turned off for fraud or other reasons. ******* reported that there was nothing wrong with the card. The result of this action caused my E-ZPass account to go into the negative. E-Zpass at the time did waive the violations but never accepted fault in the matter. This was after a 3-hour hold time. Now presently, I have been charged with more violations. I waited on hold for 2 hours. Once I could speak to a representative, I was met with a combative representative who talked over me the whole conversation. The representative stated they could not waive the violations because I had met my *** in waiving them. I stated to the representative that the violations that took place in August were not a fault of mine, and ******* vetted that the card was active and able to be used. The representative stated that it did not matter. I asked to speak to a supervisor, and the representative said they were unavailable. I asked when will one be available, and she replied that one could return your call in 2 business days. She then said that I could also file a complaint, but it would take **** business days to hear a response. I am seeking a total waiver of the pending violations because I was not at fault for the August violations that were previously waived.

• Initial Complaint

  Date:12/29/2022

  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 have received a bill for violations on ** EZ Pass for over $2000. I have been trying to contact someone and have been placed on hold for 1 hr + on 10 different occasions, with no one ever picking up. When I did finally speak to a human, they told me it was my fault, "You needed to try harder if you thought this was really an issue". I have been an EZ pass customer for approx 20 yrs and never had an issue like this. They are now emailing me saying i still owe $1700 and they will gladly put me on a payment plan, yet they refuse to update my payment option, which was the cause of the initial problem and lead to the large number of violations.