Reviews

Review Details

• Review fromJames R.

  Date: 08/03/2022

  1 star

  James R.

  Date: 08/03/2022

  Charged me on a temporary toll tag account that had been inactive since May of 2019. Bought a pay as you go toll tag for use on new vehicle with paper plates in the days leading up to move to ********. Moved to MO, topped up the balance to ensure I didn't owe anything to the company, and then destroyed the toll tag and paper plates after registering vehicle in MO. Flash forward to July of 2022, I get a text message from PlussPass stating that my account has been negative for more than 60 days. First notification of any sort from them since May of 2019. I call and inform them of the circumstances, destroyed plates, tags, and vehicle stolen and totaled by insurance in Feb 2020, and that I wasn't even in ***** when the charges were incurred. Couldn't dispute the charges with toll authority nor Bancpass because it was outside of their dispute policy, even thought I wasn't notified until 2 months after the transactions occurred. It wasn't a large sum of money, but regardless the fact that I had to pay or take them to court is ridiculous and in my opinion fraudulent business practice.

  PlusPass, Inc.

  Date: 09/01/2022

  *****, as our customer service folks explained a few weeks ago: The problem is that you never deactivated your account with us. Destroying you tag/plate does not remove the account. The plate remained on the open account, and was used to pay tolls. We have no way of knowing if you were using the plate, or someone else was using a reissued plate. We notified you via email and text on 11-17-21 that your balance was negative. I can see where the message was delivered. Subsequently we tried to notify you monthly that you balance was negative. We sent 8 additional message, and those messages were blocked, either by you or your carrier.We also sent several emails to you.You also had the option of monitoring your account with the BancPass app. We used every tool at our disposal to let you know in a timely manner of the state of your account.By the time we heard from you in July, it was too late to dispute the **** charges. We don't control disputes, and ************* differ, but **** allows 30 days to dispute. Within that window we will do what we can to help our customers with disputes; and once that time passes, it is unlikely **** will review a dispute. These are not BancPass rules, and they are not in our control.I understand you are frustrated, and we try our best to keep customers informed if there are issues with their account. In this case, we tried many times using both the phone number and email you provided. I don't know what else we could have done.This may not help with your frustration, but please understand that we paid the tolls in question on your behalf. We reasonably expect our customers to pay us in turn.If you want to talk to me directly, please send and email to our customer service with contact information and I will reach out to you.