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:02/27/2025

  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 called EZ Pass, February 26 of 2025 and try to get access to my account and pay the tolls they refuse to assist me and I was asking if the administrative fees could be waived I had recently had back surgery and was unable to make any payments towards this account I offered to pay them directly right there for the tolls that were due and the lady was not very helpful. She advised me that I could just pay the tolls and that the remaining administrative fees would be sitting on my account. I don’t understand what the point of customer service representatives are, there forif they do not help.

• Initial Complaint

  Date:02/26/2025

  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 attempting to work with customer service representatives at NJ EZPass since the Fall of 2024. I am a commuter and commute between Union NJ and Point Pleasant NJ. I have attempted to mail in the paper dispute/customer certifications (for each claim below), to no avail (I have since went on the EZ Pass website, printed all of the violations and will be sending in paper disputes again as well). I have spoken numerous times on the phone to customer service representatives since Fall 2024. These customer service representatives assure me that they have placed in disputes that will be “worked out within 30 days,” but also to no avail. Thus, $514.40 of these violations have now ended up in collections and $870.75 on the EZPass website. This is completely unacceptable. This process initially started when I attempted to purchase an EZ Pass—at this time I only had a few toll payments from during COVID that I paid. They shared that I would be unable to purchase an EZ Pass, because there were new/pending violations. While trying to dispute these, more kept coming (specifically with the Belmar Toll—the toll bucket is constantly overflowing with coins, appearing that is never emptied or monitored properly, resulting in driver’s tolls NOT being accounted for). While I actively tried to dispute these in your various modes (both written and via phone) I kept being violated, regardless of me paying the tolls DAILY. This is completely unacceptable—EZ Pass not monitoring their tolls, not having attendants in them for non-EZPass holders to pay an actual person, or tolls not receiving maintenance is of no fault of mine or any other driver. I have all individual/current 17 violation tolls, dates, amounts and locations along with the credit collector information that I can provide at your request (there is not enough space here).

• Initial Complaint

  Date:02/20/2025

  Type:Service or Repair 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.

  During the pandemic My ez pass device stopped registering and since the cars are listed on my account, they would just take the tolls due from my account. This stopped and I started to receive every violation in the mail. There was money available on the account but instead they sent it to collections. There are no tolls due, only admin fees which I shouldn't have to pay because I'm a EZ Pass account holder and EZ Pass was aware of my issue with the device.

  Business Response

  Date: 02/21/2025

  After reviewing your account, there were insufficient funds to cover the toll(s) due at the time the transaction(s) occurred. Once your account is updated funded, you will be eligible to process a dispute. 
  
  

• Initial Complaint

  Date:02/19/2025

  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.

  Since January 23, 2025, I have been incorrectly charged multiple $9.00 tolls for entering a congestion relief zone (CRZ). However, I live and work in New Jersey and have not traveled to New York in over two years. I have attached a copy of my transactions for reference.
  
  As of February 18, 2025, these unauthorized toll charges have totaled $180. I have also received a congestion relief zone credit of $54. Additionally, due to these charges, my replenishment amount has been deducted multiple times, totaling $150. The tolls do not belong to me, and I am requesting a thorough investigation and a prompt refund of my funds. Additionally, I seek reimbursement for any funds withdrawn from my account after February 18, 2025.
  
  As requested in the service request response from NJ E-ZPass, I have attached a copy of my vehicle registration for verification, along with pictures of the front and back of my vehicle.
  
  All documentation has been uploaded on the NJ E-ZPass website, and a physical copy was mailed today, February 19, 2025. I also spoke with a customer service rep today and was told it could take up to 3-6 months for this issue to be resolved. It should not take that long if they compare the pictures of my vehicle to the one that is actually going through the congested relief zones in NY. I have an e-zpass tag, but when going through the congested relief zones it is picking up the plate number and not the tag number. Again, it is not my car going through these zones.

• Initial Complaint

  Date:02/17/2025

  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 a EZ Pass customer for 3 years. I made several attempts to pay the tolls i owed without paying the fine they issue on top of it .If you are an ez pass member they take away the fines just as long as you paid the toll owed. Their website wasn't accepting payments for a few weeks which during that time I received more violations that total $400.. I have paid the tolls that was owed but when I spoke to a rep since the website was still down, they informed me that I have too many violations and have to pay the $400. Even though I paid the tolls that was owed. This is a complete scam. Today is 2/17/2025 and their website is still not accepting payments. Totally unacceptable these fines.

• Initial Complaint

  Date:02/13/2025

  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 received a toll violation form in the mail sometime in December. I went and tried to pay but the violation wasn’t in the system. So I looked at my EZPASS transaction and discovered I did in fact pay the toll. So I ignored the violation thinking it was a mistake since it was not in their system.
  I then received a second violation. I contacted EZpass NJ and spoke with a representative. I explained my findings and they submitted a dispute on my behalf.
  I then just received a letter in the mail explaining that my dispute had been declined. I called again. Sat on hold for 45 minutes and was treated incredibly rudely by a representative named Naomi. She said it exists on her end so I am mistaken. When I enter the violation number in the call system and the website it says there is no violation. I read her my exact time stamp and date of when it shows on my statement of me paying this toll. She said she can dispute it and I told her it was already declined and I was never asked to provide proof. She said I can mail the statement which I refused to do. I am not spending my time and money to go to the post office and pay postage to mail documentation. I asked to speak to a supervisor and was placed on hold. There were none available so she took my phone number down and said I would be contacted. This has not happened. It has been 2 business days and I have yet to hear from a supervisor. I refuse to believe that in the year 2025 there isn’t an email address I can send a statement to as proof that I paid the toll. Also, I am an EZpass Virginia customer. I understand the systems are different but why was I never asked to provide proof during the previous dispute. It is a 10 dollar toll with a 50 dollar administration fee.
  The violation number is **************** * have attached my November statement. 11/30/2024 at 14:25 is the toll in question.

• Initial Complaint

  Date:02/12/2025

  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.

  Dear Better Business Bureau,
  
  I am writing to file a formal complaint against E-ZPass, as I have experienced ongoing issues with their service that I believe constitute unfair business practices.
  
  I have been an E-ZPass customer for over 10 years, and my license plate is properly registered in their system. However, I have been unfairly charged violation fees despite my account being in good standing. When attempting to resolve these fees by making payments, I continuously encounter error messages that prevent me from completing the transaction.
  
  Despite my long history as a customer, these errors and unjust charges persist, and I have been unable to get a resolution from E-ZPass customer support. This has caused significant frustration and inconvenience, and I believe this issue represents a serious failure in their service.
  
  I request that the BBB investigate this matter and assist in resolving the unfair charges and systemic errors associated with my account.
  
  Thank you for your attention to this issue.

• Initial Complaint

  Date:02/05/2025

  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.

  For the last seven (7) years EZPASS has been billing me for crossing the Cross Bay Bridge. It is a bridge that connects Queens to Queens. There should be no fee for me to cross it. They are claiming that they have my vehicle registered in the Bronx. That is a pure lie. I called them on several occasions and faxed them. They refuse to change their error and have not yet refunded me my monies unjustly charged for my crossing the inter-queens bridge.
  
  They are committing Fraud in the purest form, in my opinion. This is stealing from the customer and should be refunded as soon as possible.

• Initial Complaint

  Date:02/05/2025

  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 ****** *****. I have been subjected to great injustice and I have no one to complain to but you because of New York DMV, which canceled my car registration in December 2024 because of Easy Pass. A police officer stopped me at Newark Airport in New Jersey and told me that I owe money to Easy Pass. My response was that if I owe money, they have my bank account and can withdraw what I owe. He told me that the registration was suspended and that I had to take over the car so that I could negotiate with them and reactivate the registration again. He towed the car and gave me a ticket for driving without a registration. I called some numbers that refused to negotiate and I paid an amount of one thousand and one hundred dollars at a high and double rate. They did not send me an invoice. To this day, the car is impounded because of New York DMV and Easy Pass. I do not know what to do. Every day I have to pay an amount to store the car and an amount for not renewing the registration that expires in May 2025. I have 4 sons and I do not save money to spend it on those who create problems for citizens and claim the freedom of citizens. About ****** and DM in New York I speak. Thank you for the help and I will send you a confirmation number to pay the amount of one thousand and one million dollars. Thank you very much. This is not the first time they have closed my account without sending any notice to seize double the money.

• Initial Complaint

  Date:02/01/2025

  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 12/13/24 received a text from credit collection services stating unpaid account from NJ **********************. Now *** is calling. My account is currently active and has money in it. I called customer *************************/**/** also and they looked up license plates and didnt see any violation nor have I received any violation in the mail and said ignore text but now they keep calling.