Complaints

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:03/18/2025

  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.

  Key Issues with BancPass' System:1> Forced Payment Instead of Dispute My car was never in *******, yet I was charged for tolls due to a 1-character typo (VPK-5154 vs. VPX-5154 on my new car with fresh number plate).When I called BancPass, they never encouraged a dispute, only told me to pay.Later, in an email, they mentioned a 30-day dispute windowbut only after I had already paid.? Fix Needed: Disputes should be encouraged before payment, not hidden after.? SMS system to Register must explicitly mention "wrong license plate" will be charged as sticker presence is NOT mandated, charges go though "NUMBER PLATE" 2> Negative Balance Trap No Spending Cap Unlike a true prepaid system, BancPass allows unlimited negative *********** balance went from $30 to -$10.61 over a weekend, with no limit on how far it could go.What if I had been traveling internationally and unaware of this?? Fix Needed: Prepaid accounts should stop at $0, preventing indefinite negative balances.3> Double Charging No Consumer Protection Checks The other vehicle (VPX-5154) used tolls excessively, meaning it should have been billed through its actual owner.Why didnt the toll authority prevent two accounts from being billed for the same plate?BancPass refused to investigate, simply demanding payment.? Fix ********************* should prevent duplicate billing across accounts.4> Post-Deactivation Charges Customers Are Never Done Paying After paying and closing my account, ******** charged me $2.80 120 days later.Why do I only get 30 days to dispute charges, but BancPass gets 120 days to bill me?There was no final balance estimate at closure, leaving customers vulnerable to surprise charges months later.? Fix Needed: Final billing statements should be provided at closure, and customers should get the same ******* window to dispute as ******** has to bill.?? ********' billing rules only favor them, not the consumer. The BBB must investigate these predatory practices.

  Business Response

  Date: 04/16/2025

  Good afternoon.  We reviewed this case and it is an unfortunate one.  The customer entered an error in the license plate upon registering with BancPass.  This authorized the toll authorities to collect tolls from Mr. ******** account when the registered vehicle used the toll roads. 
  

  In the email from the BancPass ***resentative, the negative balance amount was provided but no pressure was applied for payment.  In fact, the *** asked for the information required in order to dispute the tolls with the Fort Bend County Toll Road Authority (******) prior to stating the negative account balance.  "Please respond here with the date and time of the transactions that should be disputed as well as the make, model, and color of your vehicle."  This information was not received in order to process the dispute; instead, Mr. ******************** payment for the negative balance.

  As is in our Terms, accountholders have 30 days to file a toll dispute after the toll is posted to the account.  This is because toll authorities have limits on how long they keep lane images for review.  If BancPass sends a dispute after the window closes, the toll authority will not review it or refund any transaction. 

  Also in our Terms is the fact that toll authorities may take up to 120 days to collect tolls from accounts after the driver uses the toll roads. For this reason, ******** reviews every deactivated account 120 days after initial deactivation.  In this case, Mr. Daraad requested deactivation and provided payment on 2024-11-13.  Later that day and the following day FBCTRA posted four more tolls to the account.  Please note that the tolls were traveled prior to deactivation.  When the ***resentative reviewed the account 120 days later, it was noted that additional tolls had posted after deactivation.  This information was relayed to Mr. ********************** do not like to see any customer pay for tolls that they did not use and are always happy to file a dispute on a customer's behalf.  In order to do this, we must receive the requested information within our allowed dispute window. 

• Initial Complaint

  Date:12/04/2024

  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.

  Harris county toll road authority charge my bank account over *********************************************************************************** insufficient fund fees and I gave them permission to withdraw $10 On 11/27 I was charged twice by Harris county ez tag on 11/28 I was charged twice again on 11/29 I was charged 3 times on 11/30 I was charged 1 time on 12/1 I was charged 1 times 12/2 I was charged twice then I was charged a payment yesterday as well I gave them permission to withdraw $10 from my account as my toll tag is low and they return the last four days they charge my account 12 different times then after resetting my account 12 different times they turned around and charge me insufficient funds on the account that are more than 10 times as much as a toll Ive ever used when I called and talk to the supervisor. They said they would be removing the insufficient fund fees and I also told them that they need to remove my bank account information and they said they would but then this morning I was assessed two more charges after removing my bank account when I asked about the fees and asked about them removing the insufficient fund fees that they already said they would remove and inquired why they were still playing for my account. They stayed because the charges were still processing. When I asked him as to why they were still trying to withdraw funds if they already said that I had insufficient funds they had no answer. They just stated that if I wouldve signed up with a credit card or debit card, it would have been a fee I dont understand if Im still getting payment rejection fees whether still pulling from my account at the same time Ive had to pay hundreds of dollars with my bank account side and theyre trying to access me as well. Im having to call them every day because Im still getting charges on my account after Ive had them remove my bank account.

• Initial Complaint

  Date:10/31/2023

  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.

  April 2023 I received a bogus invoice from Harris County ******************* with invoice number ************ for $18.25. I called to dispute the charges and was referred to Banc Pass with dispute number *******. Even though the information was inaccurate I made an online payment with confirmation number ************ and finalized with a $0.00 balance. I have copies of everything and can produce them if needed!! October 2023 I am billed again for the same amount of $18.25 with the same invoice number of ************ and a threat to be turned into collections. The ******************* referred me back to Banc Pass. I spoke to multiple representatives who eventually referred me to a manager. She was augmentative and talked over me. The manager emailed a list of toll road usage and charges. This information was incorrect because I haven't used the toll road except once and was accidental. She also told me my account had been inactive from 12/26/22 to 2/20/23. This is incorrect as well. I receive a weekly account balance via email from Banc Pass and my balance has been $10.39 from April 2023 to September 2023. I can back this up with proof if need be. The customer service manager told me she was going to remove money from my account and close it!!! I requested a confirmation number but she refused and hung up on me.

  Business Response

  Date: 11/01/2023

  Good afternoon,

  My name is ******* and I took the support call from ********************** on 10/24/23; I am the manager to whom she refers in her complaint.  ********************** received valid toll violations from the Harris County Toll Road Authority.  The dates of the toll violations occurred while her BancPass account was not funded.  Attached is her statement showing that her account carried a negative balance of -$2.79 from 2022-12-26 until 2023-02-20.  ********************** used the toll roads during that time, which resulted in the toll violations.

  ********************** insisted repeatedly that she receives weekly statements and claims that she had a positive balance.  Please note that she signed up to receive emailed statements on 2023-02-21.  She was not enrolled to receive statements for the time frame that her account was disabled, which was a year prior.

  I sent ********************** the full statement to date and attempted to review with her.  At this point she became very argumentative, and told me repeatedly that, "You need to stop talking."  She repeated many times that her account was never disabled for negative balance which is factually incorrect.  When I tried to explain that her statements are from 2023 and the account was disabled in December of 2022, she loudly yelled "Woo hoo! Woo hoo! Woo hoo! You need to stop talking!"  I can provide a call recording of this if that is helpful.

  I suggested that we deactivate her BancPass account because we seemed to be at an impasse.  She said "Ok give me my money back!"  I told her that we would submit the toll payment to ***** from her BancPass account and refund the remainder of her balance.  She provided her mailing address and I updated her account.  I have attached the ***** receipt showing that BancPass submitted toll payment to ***** in the amount of $19.50; her statement shows that $19.50 was deducted for the cost of the tolls.

  We do not use confirmation numbers, however, I sent a confirmation email to **********************, which is also attached. 

  Thank you for your time,

  *******

  BancPass Customer Support Manager

  Business Response

  Date: 11/01/2023

  Good afternoon,

  My name is ******* and I took the support call from ********************** on 10/24/23; I am the manager to whom she refers in her complaint.  ********************** received valid toll violations from the Harris County Toll Road Authority.  The dates of the toll violations occurred while her BancPass account was not funded.  Attached is her statement showing that her account carried a negative balance of -$2.79 from 2022-12-26 until 2023-02-20.  ********************** used the toll roads during that time, which resulted in the toll violations.

  ********************** insisted repeatedly that she receives weekly statements and claims that she had a positive balance.  Please note that she signed up to receive emailed statements on 2023-02-21.  She was not enrolled to receive statements for the time frame that her account was disabled, which was a year prior.

  I sent ********************** the full statement to date and attempted to review with her.  At this point she became very argumentative, and told me repeatedly that, "You need to stop talking."  She repeated many times that her account was never disabled for negative balance which is factually incorrect.  When I tried to explain that her statements are from 2023 and the account was disabled in December of 2022, she loudly yelled "Woo hoo! Woo hoo! Woo hoo! You need to stop talking!"  I can provide a call recording of this if that is helpful.

  I suggested that we deactivate her BancPass account because we seemed to be at an impasse.  She said "Ok give me my money back!"  I told her that we would submit the toll payment to ***** from her BancPass account and refund the remainder of her balance.  She provided her mailing address and I updated her account.  I have attached the ***** receipt showing that BancPass submitted toll payment to ***** in the amount of $19.50; her statement shows that $19.50 was deducted for the cost of the tolls.

  We do not use confirmation numbers, however, I sent a confirmation email to **********************, which is also attached. 

  Thank you for your time,

  *******

  BancPass Customer Support Manager

  Customer Answer

  Date: 11/02/2023

  Complaint: 20787868
  
  I am rejecting this response because:
  The information ******* gave regarding our conversation and my BancPass account was inaccurate and untrue.  she was argumentative and  talked over me with repeated inaccurate information.  As I stated I have all supporting documents regarding correspondence of the submitted violation and can support everything I have said! I also can prove this same disputed violation charge was paid in full with documentation supporting that as well!   I suggest ******* go back and listen to our conversation as I could hear it being recorded.  I do receive weekly statements with my BancPass balance with my most recent dated 10/29/23 and a $22.17 balance. 

  
  Regards,
  
  *****************************

  Business Response

  Date: 11/02/2023

  Good afternoon,
  May I ask the BBB to review Ms. ********** attached statement? Please note row 89 showing that the account carried a negative balance from 2022-12-26 until row 90, which shows that the account was replenished on 2023-02-20. This is a simple fact that ********************** refuses to acknowledge. I request the expertise of the BBB to recognize that this account was not funded from 2022-12-26 until 2023-02-20.

  Because ********************** used ************** during that time, she was issued valid violations by the Harris County Toll Road Authority.  Also attached are the details of the tolls paid to HCTRA; her time of toll road use was during the time that her BancPass account was not funded.  Not shown on the invoice is one "uninvoiced toll" which is why the total payment to HCTRA on ************************** behalf was a total of $19.50.

   

  Thank you,

  *******

  Customer Answer

  Date: 11/04/2023

  Complaint: 20787868
  
  I am rejecting this response because:

  This same dispute was resolved with payment. 

  Initially I  was sent toll road ******** from 3 different entities which were not communicating information with one another.  Tex Tag researched and  resolved the issue and i sent a payment.  The reason BancPass is emailing these account balances is due to this original billing confusion. So to prevent any future confusion I am sent a weekly account balances so as I may also track my toll road account usage.

  I am including scanned documentation to support my claim.
  
  Regards,
  
  *****************************