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:10/28/2022

  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 recently had to travel to New Jersey for a funeral. During our trip, we had to use a toll road. This toll road did not have a way to pay at the gate and would only take a picture of your license plate and send an invoice. Since we did not have an ez pass, we were sent a bill for $1.00 toll and $50.00 administrative fees. I found this fee to ridiculous high and filed a dispute on the back of the bill and sent it in. I also tried calling on multi times and have hung up after over an hour and 15 minutes wait times. Without receiving any reply to our dispute, we received a letter from a collection company. Customer ********************** does not exist

• Initial Complaint

  Date:10/28/2022

  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.

  Hi guys I have taken off license plate ***********. They are registered with their own ez pass that is placed on the window their account is G5 *********** . They need to reimburse me for my money this isnt okay. And this is fradualent . Why are they charging me for someones account that is NOT mine this needs to end and they owe me money

• Initial Complaint

  Date:10/27/2022

  Type:Billing Issues
  Status:

  UnresolvedMore 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 an EZ Pass Customer since 2006. When I obtained EZ Pass years ago I was working 3 jobs to put myself through nursing school so I began my account as a self pay. That was working fine for me for some time however I began to accrue violation fees that I would send toll payments in and try to challenge the administration fees and add a credit card or checking account so I would not have more violation fees. EZ Pass never let me put a credit card or bank account on my account for automatic payments due to the violation fees despite sending money in for literally every toll. Recently I have accrued over $15,000 in violation fees with EZ Pass despite mailing checks for literally every single toll. I have tried to fight these fees. I have sent countless letters, emails etc to EZ Pass, I have been calling them only to be on hold for over an hour. A few weeks ago I was on hold for almost two hours and finally hung up. I am at such a loss I wrote a letter to Gov. ****** and the New Jersey Turnpike Authority. I finally had someone from EZ pass call me today and say that they can reduce my fees to over $7000 dollars and put me on a payment plan of $124 dollars for the next 24 months. I told them that I cant afford to pay that especially when things are so inflated and you are trying to feed and provide for a family and Im barely keeping my head above water. I told **** the person that I spoke to today from EZ Pass that if the violations could not be waived even though I literally paid every toll that I could pay $25 a month or a flat payment $100 in order to get the fees wiped away. EZ Pass would not accept that. I dont understand how a company that I have been with could be so heartless especially with all that we are dealing with in the world today. **** kept saying that there is nothing more that they can do and it is my responsibility to manage my account which I understand but how can you do that successfully if you cant even add a form of payment.

  Business Response

  Date: 11/17/2022

  We are in receipt of complaint ******** for *********************.  Our records confirm ********************* spoke with **** on 10/21/22. She offered the following settlement. 100%of tolls due and 70% reduction of administrative fees. On 10/26/22 ********************* declined the settlement offer. The only amendment that can be made to the current settlement offer is to offer a payment plan for 48 months which will decrease the monthly payment amount.
  Per our Terms and Conditions posted on our website at www.ezpassnj.com. 3)Account **** b) ** your Account has an insufficient balance to pay the toll due, you must pay with cash in a cash lane; otherwise, you will be issued a violation notice requiring you to pay the toll and an administrative fee, as set forth in Section 21, per occurrence.
  They should also either call our Customer ********************************************* or review their account on our website, especially whenever their transponder fails to read in the lanes. Customers are responsible to monitor their account information, including but not limited to balances, demographics, license plate and vehicle information, etc.

  Customer Answer

  Date: 11/17/2022

  
  Complaint: 18324052
  
  I am rejecting this response because: I have literally paid every single toll. I have an EZ Pass account in good standing. 75% of the $13k violation fees is still over $9k which again I can not afford to pay and I shouldnt have to pay when all of my tolls have been paid. **** was rude and gave me no other options. Im not doing a payment plan for 2 years for fees that are greater than the amount of tolls that have been paid. Im literally at a complete loss of what to do. I have called EZ Pass, I have sent emails, Ive waited on hold for over an hour. EZ Pass is not a friendly company. I dont know what else to do
  
  
  
  Regards,
  
  *********************

• Initial Complaint

  Date:10/27/2022

  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.

  NJ E-Z Pass REQUIRES customers to keep a positive balance just in case they may need to use their services. The money I must put into my E-Z Pass account does not earn interest but I have to believe this business is pooling all our money into an interest bearing account and making a profit on interest. This billing process is unfair, and completely outdated. (Is is illegal too?)Yet, if I ever go lower than their set 'threshold', I am threatened with violations (see attachment).How can a business get away with this when they literally have a monopoly on the touch-less tolls?

• Initial Complaint

  Date:10/26/2022

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  ** EZPass is charging me $10 unpaid toll and a $30 administrative fee on TWO occasions on 7/1/22 and 7/5/22 totaling $80. I have an ** PASS registered in ** that was not read by their system. The fee to travel through the ** Pass at ********************* is $1.25. So I should only be incurring $2.50 in fees at this time.

  Business Response

  Date: 11/16/2022

  We are in receipt of complaint #******** for *****************, we were unable to locate any open Violations and/or Toll Bills with the information provided. In order to be of better assistance to ***************** we will need additional information regarding the topic ********************* can be reached via e-mail at *************************** or via telephone @ ************.

• Initial Complaint

  Date:10/26/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 an EZPASS account in good standing. I am receiving notifications from ** stating that I did not pay any tolls. I have tried to contact ** EZPASS on multiple occasions to dispute these claims and was unable to contact anyone; staying on hold for over an hour. There is no reason for me to have any violations (as my account is still active AND money was deducted from my account for some of the tolls cited). I received a text message informing me an unpaid violation was sent to collections. I would appreciate any assistance in helping to resolve the matter.

  Business Response

  Date: 11/16/2022

  We are in receipt of complaint #******** for *********************, we were unable to locate any open NJ E-ZPass violations with the information provided. In order to be of better assistance to ********************* we will need additional information regarding the topic ********************* can be reached via e-mail at *************************** or via telephone @ ************.

  Customer Answer

  Date: 11/23/2022

  
  Complaint: 18317871
  
  I am rejecting this response because: t131949232944, t122286676948 are two of violations I disputed. I am receiving calls and text messages from credit collection services stating they were sent to collections. The reference number given is 07056085028.
  
  
  
  Regards,
  
  *********************

• Initial Complaint

  Date:10/25/2022

  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.

  ez pass is looking for ez pass tags that were returned years ago. they have not been used in 5yrs yet they want to charge me for replacement. I have ez pass now and i am in good standing. I do not have thee tags they are looking for and I wrote and emailed them to tell them. I received a postcard saying i will be charged and these tags will no longer be usable. i do not have them they were returned for new tags which i currently use.

• Initial Complaint

  Date:10/25/2022

  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.

  EZ Pass has repeatedly attempted to collect $50 violation fees from me (1) without notice, and (2) despite my account being established in such a way that the balance should NEVER fall below $17 without being automatically replenished. Whereas I have continuously ensured my account is linked to an active payment source in order to avail myself of this automatic replenishment option, this company appears to be intentionally failing to adhere to its own replenishment terms so as to profit from hoax violations. I believe a class action lawsuit is warranted as there are likely thousands, if not millions, of other customers whove been impacted by these blatantly fraudulent practices.

• Initial Complaint

  Date:10/18/2022

  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.

  Regarding ** Pass #************* On July 26th, 2022 I closed my ** pass account :service request 2-24169114603. After learning that the "return postage gauranteed" statement was not true I sent my ** pass and a signed letter via *** in August.Today, Oct 18, 2022 I received a threatening email from ** Pass Customer *************************** I closed my account on July 26 my balance was $9.35 and because I returned my ** Pass no further charges should have been debited to my account. I expected a refund of $9.35.I did try to call ** Pass customer ********************** and so far have been on hold for 1 hour and 10 minutes...I spoke with ******* at ** Pass, finally. She had to refer me to a supervisor who would call me back in 24 to 48 hours. They claim they did not get my ez pass and until they do they will hold my 10$ deposit and continue to charge me 1$ per month. I called *** and confirmed the ** pass and letter were delivered on Sept 3 at around 12:30 pm. They are sending me the documents.

• Initial Complaint

  Date:10/18/2022

  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 received a toll violation from ** EZPass for a car that is not mine. I wrote them a letter explaining that this is not my vehiclr and sent them copies of the registration and insurance cards. I also explained that the name is wrong as I am a "Jr." and it is my legal name. They responded by telling me that according to their "investigation" the car belongs to me. Now, in order to prove the car is not me I have to pay NJ DMV $15 to get a report of my driving history and all cars I've owned. This is silly!! EzPass is totally and completely out of control and the state allows this to continue and there are no consequences when they harrass people and they are in the wrong. I should not have to continue to spend more money to prove that they and this ticket are wrong. I am already over $20.00 out of pocket. Getting this report and mailing it to EZPass will cost me as much as the ticket. Once I get this corrected I will be taking legal action against EZPass.