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:04/30/2025

  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.

  I have been going back and forth between ***** ****** at New Jersey and ******* ***** with EZ pass va. I received two toll violations from South Jersey Transportation Authority. I contacted SOUTH JERSEY TRANSPORTATION AUTHORITY and ***** ****** told me that he cannot help me. He told me to go to ez pass va where I was registered. Spoke with ******* and she pointed back and *****. Then when ***** refused to help, I went back to ******* and she directed me to NJ Management office. They said nope can't help you either. I reached out to ******* AGAIN yesterday because I'm going in circles. The only response she got from ***** was to send in the violations, with payment. I already sent in the violations with the direction that ***** provided and that never was received. Why am I going to do that again? There is a very large and clear disconnect with NJ and how your ez pass operates. I tried to report NJ Ez pass on BBB and no one responds. Shocker there. No one responds anywhere. It is impossible to get any answers with EZ PASS. Please refer to the attachments from both ***** and ******* and someone explain to me why this is such a nightmare to resolve.

  Business Response

  Date: 05/05/2025

  May 2, 2025Dear Sir or Madam:Re: Case ID #********On behalf of E-ZPass Virginia, I do apologize for any inconvenience the customer has experienced.As mentioned in your toll attachment, ***** ****** is willing to waive the administrative fees but the $1.50 must be processed with New Jersey.As discussed with several emails and phone calls, E-ZPass Virginia does not have access to out-of-state violations.Once the payment is made with New Jersey, the agreement will be honored to waive the fee as ***** mentioned and promised.How to submit payment to New Jersey has been provided to the patron.Kind Regards,******* ******Customer Service Supervisor

  Customer Answer

  Date: 05/05/2025

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Is there a reason ***** kept telling me to speak with EZ pass VA and ******* kept telling me to go to EZ pass NJ? She then told me when I couldn't reach anyone, to contact NJ Management and that was incorrect. It seems like there is a HUGE disconnect with EZ pass customer service. When one doesn't have an answer, they point fingers at the other. It is impossible to get proper customer service. Yes, there are tons of emails in relation to this subject, but it should not take 5 weeks and constant back and forth. This should have been resolved immediately, but I cannot make someone help me. The purpose of customer service is to help and not send the customer elsewhere in circles. Regards, ******** *****

• Initial Complaint

  Date:04/24/2025

  Type:Billing Issues
  Status:

  ResolvedMore 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’m filing a formal complaint against E-ZPass due to poor customer service and unfair toll violation charges totaling $50. I’ve been a long-time E-ZPass user with an account in good standing. After purchasing a new vehicle in November 2024, I continued using my existing transponder. At that time, their policy stated it wasn’t mandatory to list a license plate if the transponder was active. Despite this, I received multiple toll violations from January 2025 onward because the transponder wasn’t always read, and my new license plate hadn’t yet been added to the account. In several cases, toll systems successfully registered my transponder or plate and correctly charged my account, which shows the system was inconsistent. What’s most frustrating is that E-ZPass made no effort to contact me or flag this unusual activity. I received no notice until the violations arrived by mail, and I had to take the initiative to investigate and update my license plate. Since then, no further violations have occurred, proving the issue was tied to a system gap rather than user negligence. It’s disappointing that a company entrusted with managing tolls did not have better internal checks or customer service processes in place to alert users before fees were imposed. I am requesting a reimbursement of $50 for the toll violations I already paid, which I believe were wrongly assessed given my account was funded and active. I’m also urging the BBB to help hold E-ZPass accountable for the lack of proactive customer care. I hope for a fair resolution and a refund for the unnecessary charges caused by E-ZPass’s failure to properly process valid tolls.

  Business Response

  Date: 05/05/2025

  Dear Sir or Madam:Re: Case ID # ********On behalf of E-ZPass Virginia, I do apologize for any inconvenience the customer has experienced.E-Z Pass is a form of payment for the toll roads.Per Section G, under the Terms and Conditions of the Customer Service Agreement, which states that patrons are to promptly update the license plate information for all vehicles that may use the E-Z Pass Account and remove license plates for vehicles no longer associated with the account.Upon reviewing calls the patron made to the EZ Pass Virginia Customer Service Center, one in October 2024, and two in April 2025, the patron stated that she does not have the transponder mounted, she holds it up when she travels the toll road. She was advised that the transponder may not read properly, when it is not properly installed, and a set of mounting strips was sent to her on 4/10/2025.Upon reviewing the patron’s account, the vehicle was added on 4/9/2025. She received violations for tolls from the ****** **** **** in December 2024 through March 2025. Based on the attachments included with the BBB complaint she also received violations from the ****** ******** *** **** ******* ****s. We do not have access to the database for ****** ******** *** *** ******* *****, as they handle their own violations. We have reconciled the violations the patron received with her account and confirmed they are not duplicate transactions.The patron was provided a one-time courtesy on 4/9/2025 for violations with the ****** **** ****, waiving administrative fees for two notices and taking the price of the tolls only off the EZ Pass account, for the vehicle not being listed on the account. We are unable to refund payments made for previous violations. Once a payment has been made, the patron has accepted responsibility for the violation.Kind Regards,******* ******Customer Service Supervisor

  Customer Answer

  Date: 05/05/2025

  I have reviewed the response made by the business in reference to complaint ID 23243955, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, **** **********

• Initial Complaint

  Date:04/09/2025

  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.

  On April 8 2025, I was erroneously charged by VA EZPASS for a toll violation that occurred on March 25, 2025 in the amount of $41.75. The vehicle was a “Silver Toyota Corolla 2025” with license plate “*** ****”. It was a rental car own by “******* ****** **** company. I rented the same vehicle on March 27th, two days later, and updated my EZPASS account to include the vehicle on March 30th. I filed a dispute with VA EZPass on April 8th and included my rental contract to show the vehicle was not in my possession. Furthermore, I explained to EZPass that I was out of the country at the time of the toll violation and didn’t return to the U.S until March 27th 2025. VA EZPASS denied my dispute claim even though they admitted my records do in fact show I updated my records on March 30th. On April 9th 2025, another toll violation was charged to my account for the same vehicle that occurred before my rental. I filed a second dispute and again was denied. I followed their rules in accordance with the customer agreement and they still charged me for tolls that clearly were not mine. I included a copy of my rental contract.

  Business Response

  Date: 04/17/2025

  On behalf of E-ZPass Virginia, I do apologize for any inconvenience the customer has experienced.E-Z Pass is a form of payment for the toll roads. Decisions, if disputes are accepted or denied, are up to each toll road.License plate *******-VA was added to the account via the online web account on 3/30/2025 and removed via the web account on 4/9/2025.EZ Pass submitted a dispute to the toll road on behalf of the patron on 4/8/2025. The dispute was denied, per Section G, under the Terms and Conditions of the Customer Service Agreement, which states that patrons are to promptly update the license plate information for all vehicles that may use the E-Z Pass Account and remove license plates for vehicles no longer associated with the account.A second dispute was completed on 4/9/2005. On 4/10/2025 we reached out to the patron by email requesting a copy of the rental agreement. On 4/15/2025 we sent the copy of the rental agreement over to the toll road to process the dispute.The patron will be notified by email once we hear back from the toll road on the second dispute.Regarding an addition toll that was posted to the account by license plate, that plate was **********. This vehicle was also added to the account via the online web account on 1/29/2025 and removed via the web account on 3/30/2025. This toll was for a toll in Pennsylvania, the patron will need to contact that toll road directly at ************ if they wish to dispute.Kind Regards,******* ******Customer Service Supervisor

• Initial Complaint

  Date:03/28/2025

  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.

  My old plate number is *******, and new plate number is ******. During the time between my registration of the new plate number and receiving the new plate, someone (a GMC truck I never owned) duplicated my old plate (*******) and used on multiple tolls (********* ****** ******** and ********** ******* between March 17th to 20th). I have shown ********** ******* my registration, which clearly states that I do not drive a GMC truck. However, the ********** ******* representative, although acknowledging that the car from toll camera is clearly not the car I drive, is unable to refund me until I provide a letter with DMV letterheard that states I do not drive a GMC truck. Upon contact with DMV, they are unable to provide such a letter. Therefore, I am stuck with these fraudulent charges and no one is able to refund me. I also tried contacting EZPASS representative, and the customer service person is very dismissive and said I need to dispute with local toll. I have disputed this charge with my credit card hoping they can help, but I wanted to complain on here because both EZPASS and toll customer services are extremely unhelpful in handling a fraud case that has clearly nothing to do with me.

  Business Response

  Date: 04/02/2025

  On behalf of E-ZPass Virginia, I do apologize for any inconvenience the customer has experienced.E-Z Pass is a form of payment for the toll roads. Decisions, if disputes are accepted or denied, are up to each toll road.E-Z Pass submitted a dispute to the toll road on behalf of the patron on 12/16/2024. The dispute was denied per Section G, under the Terms and Conditions of the Customer Service Agreement, which states, that patrons are to promptly update the license plate information for all vehicles that may use the E-Z Pass Account and remove license plates for vehicles no longer associated with the account.The license plate ******* was added to the account, via the patron’s online account on 4/15/2023 and update via the online account to license plate ****** on 3/22/2025. The transactions for license plate ******* that posted to the account occurred between 11/1/2024 and 3/21/2025.Kind Regards,******* ******Customer Service Supervisor

• Initial Complaint

  Date:02/25/2025

  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.

  I have received five count of $9.00 and one count of $2.25 charges on my ezpass account over the last 2 months for "Entered Congestion Relief Zone". Based on online research, I understand that this is the charge that MTA in NYC charges for entering congestion zone. Thing is, I am a resident of virginia, and have not been to NY at all. My car, both my license plates, and my transponder has been here with me in virginia all this time. I have contacted EZPass VA several times and even tried disputing the charges. After hours of back and forth, they are still not able (or willing) to resolve these disputes. When I ask for pictures, they claim that they don't have any, yet they feel confident enough to charge my account again and again. When I ask to be transferred to the toll road who made that charge, they transfer me to an unrelated North Carolina based toll road for absolutely no reason. EZPass VA customer reps are the most incapable people there are. They can't even understand simple plain English, or perhaps they try their best not to. The reps on the phone seem to be incentivized to lengthen the calls as much as they can. They repeat the same information over and over again and easily find it worthwhile to spend 30 minutes to provide a non-answer which they could have in the first minute of the call. I'm not exaggerating at all. This is absolutely disgraceful and horrible. I have spent hours trying to inform them that they have a bug in their system that someone could be abusing, and is causing me to bear these fraudulent charges. However, these customer reps are unwilling to act on any of it. Am I supposed to keep expecting these fraudulent charges to come through and keep disputing them and appealing them after they get denied? This is frustrating. EZPass monopoly needs to be broken so they actually will care about their customers.

  Business Response

  Date: 03/11/2025

  Re: Case ID # ********On behalf of E-ZPass Virginia, I do apologize for any inconvenience the customer has experienced.We have filed two disputes on the patron’s behalf for transactions in the Congestion Relief Zone in NY. One of the disputes has been approved and the account has been credited. The patron will be notified by email once we hear back from the toll road on the second dispute.E-Z Pass is a form of payment for the toll roads. Regarding requests for images, they must be submitted to the applicable toll agency via subpoena.Kind Regards,******* ******Customer Service Supervisor

  Customer Answer

  Date: 03/18/2025

  Better Business Bureau: I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. They are correct that they disputed the original 4 transactions. However as I mentioned earlier, they did not apply the refund correctly and I am still missing a part of the refund. I have emailed them regarding the difference and it has totally fallen on deaf ears.For the remaining charges, they said they have disputed them, but I have yet to hear back yet.My major complaint with ezpass is their complete inability to do anything beyond this lengthy dispute process. When I keep getting fraudulent tolls on my account despite never setting foot in NYC, how does EZPass not have a mechanism to identify and block the fraud to protect their customers? I can't even put a "pause" on my account to prevent the charges. EZPass does not have the pictures, they don't have any mechanisms to help their customers against scams. And their customer service is abysmal - they take a good 30 minutes to even begin the conversation. This is unacceptable.  Regards, ******** *****

  Business Response

  Date: 03/26/2025

  Re: Case ID # ********On behalf of E-ZPass Virginia, I do apologize for any inconvenience the customer has experienced.New York has posted transactions to the patron’s account that the patron is disputing. We have filed disputes on the patron’s behalf, some have been accepted with refunds being processed to the patron’s EZP account. We are waiting for a response from NY on the others. The patron will be notified, by email, when NY replies.Kind Regards,******* ******Customer Service Supervisor

• Initial Complaint

  Date:02/21/2025

  Type:Product 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 sent me a bad transponder. We were charged a toll on I66 even though we qualified as HOV. I contacted them about this and was told they couldn't remove previous charges for this. Because of this I ordered a new HOV transponder last fall. I rarely use tolls and bought a new car around this same time. I didn't realize you could add the vehicle using the temp plates and they expect you to do this and update it when you get official plates. My fault sure. I used a toll road in January with the new transponder. Given I was sent a defective unit I received violations for all tolls that day (3 total). Using the toll that day reminded me to add the new car as I had just recently received the plates and again don't use toll roads very much. In contacting their customer service, they first attempted to have me pay shipping to return the defective unit. They relented and sent me a return label. In the same interaction the rep told me that he was unable to waive admin fees and I would need to put in a dispute. I put in a dispute and was told since I didn't add the vehicle I would be responsible for the admin fees. While they are in their rights to do this you would think they would make an exception given the faulty transponder. After multiple back and forth emails, that clearly show they don't read them fully, I was simply told because I hadn't added the vehicle that I had to pay the admin fees. Their policies are written to their convenience and they have no competition to force them to improve. In this case we had to pay HOV tolls and now admin fees. Both on technicalities. Separately, they claim to have convenience locations for you to pick up new transponders, but those same locations won't take back the old ones requiring you to mail them back (not convenient). EZPass needs competition, they are terrible to work with and all of their policies favor them.

  Business Response

  Date: 03/05/2025

  On behalf of E-ZPass Virginia, I do apologize for any inconvenience the customer has experienced.E-Z Pass is a form of payment for the toll roads. Per Section G of the Customer Service Agreement, patrons are to promptly update the license plate information for vehicles that may use the E-Z Pass Account and remove license plates for vehicles no longer associated with the account.Violations in our system for license plate *********** occurred on 1/24/2025 before it was added to the patron’s account on 1/29/2025. These violations were for Dulles Toll Road. This toll road does not have any HOV free lanes.Some make/models, such as the Telsa listed on the patron’s account may have technology embedded in the windshield such as rain sensors or heads up display technology that may prevent the transponder from reading. For these vehicles it is recommended for the patron to contact their dealership for a recommended mounting location for interior transponders or switch to a bumper transponder.We are happy to assist the patron with switching to a bumper transponder if they choose to.Regarding locations to pick up and drop off transponder, transponders can be dropped off a one of our Walk In Centers, however they can only be picked up at retail locations.Kind Regards,******* ******Customer Service Supervisor

• Initial Complaint

  Date:02/10/2025

  Type:Billing Issues
  Status:

  ResolvedMore 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 noticed on my statement that I was overcharged. I presented the issue informed the business where the error occurred and that I would like the money put back into the account..not my checking account, back into the Ez pass account. I have several emails threads where the business is trying to deflect by requesting additional information. I have provided in my opinion enough information to fix the issue. The company has since resent the generic email reaponse..this has been going on for weeks.

  Business Response

  Date: 03/18/2025

  On behalf of E-ZPass Virginia, I do apologize for any inconvenience the customer has experienced.The toll rate for the Coleman Bridge toll is $2.00. Per the toll road, the toll is reduced to $0.85 for E-Z Pass account holders with a positive balance and active transponder.The account has been periodically insufficient, resulting in the transponder being deactivated and the tolls linking back to the account by the license plate, not by the transponder, resulting in the toll rate being $2.00 versus $0.85 if the transponder would have been read.Upon reviewing the patron’s account, we show notes of email communications with the patron, in which we requested confirmation of the transponder being used in the vehicle to troubleshoot the account and properly assist with this issue.We have reached out to the patron, leaving a voicemail with the direct number of a supervisor to assist in trouble shooting the account to help resolve any issues.Kind Regards,******* ******Customer Service Supervisor

  Customer Answer

  Date: 03/18/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ****** ********

• Initial Complaint

  Date:01/26/2025

  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.

  I have three unauthorized charges on my ez pass. No one had helped or assisted in crediting me back the three charges. I need this matter handled immediately as this is a continued issue.

  Business Response

  Date: 02/06/2025

  On behalf of E-ZPass Virginia, I do apologize for any inconvenience the customer has experienced.I have been unable to locate a Virginia E-Z Pass account for this patron with the information that has been provided. Based on the *** **** address that was provided, this may be regarding a *** **** E-Z Pass account. If not, we ask that the patron provide the account number, and we will be happy to further assist.Toll charges that are posted to an of state E-Z Pass account can be disputed through that account and will be sent over to the toll road for processing whether it be for a toll road within the same state as the E-Z Pass account or a different state.Kind Regards,******* ******Customer Service Supervisor

• Initial Complaint

  Date:01/22/2025

  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.

  I used E-ZPass transponder #*******, on rental car 6Nov-13Nov24. License plate # put on my E-ZPass "cars allowed list" website account before trip departure. Transponder removed when car returned. I did not update the "cars allowed list" for transponder use until 4Jan25. I received a mailed postcard notice (3Jan25?) that said my transponder must be malfunctioning, because the rental car was using toll lanes and not paying via the transponder. I was being billed as a “courtesy” based on the license plate #. Charges ($61) were billed to my account after 13 Nov for the rental car. My complaint is those charges should have been billed to the rental car company or the other driver, but not to me. There are many more details to this complaint, specifically concerning the Service Agreement. The longer version I will submit to VADOT I would like my tolls charged by the rental car (without my transponder in it) after 14Nov re-imbursed. And: 1. Rewrite the Service Agreement to correctly reflect/explain to customers what the E-ZPass payment process is at a toll booth when a transponder is NOT in the car. 2. Delete from your process the “courtesy” of toll payment without a transponder in the vehicle. 3. If a toll is intended to be paid without a transponder (using a license plate), and charged to the transponder owner, IMMEDATELY contact the owner (of the car AND the transponder) via a text/email that this has occurred. DO NOT send a postcard after NUMEROUS occurrences. (Why would you or anyone send a postcard knowing this could be a rental or similar issue where time is of the essence?) 4. Add specific emphasized guidance concerning transponder use in a rental car because this issue has affected so many customers. 5. Consideration of an additional data field(s) on your customer account website that would reflect that the license plate is for a rental car, and maybe add rental dates with automatic deletion of the license plate # at contract completion.

  Business Response

  Date: 02/10/2025

  On behalf of E-ZPass Virginia, I do apologize for any inconvenience the customer has experienced.E-Z Pass is a form of payment for the toll roads. Per Section G of the Customer Service Agreement, patrons are to promptly update the license plate information for vehicles that may use the E-Z Pass Account and remove license plates for vehicles no longer associated with the account.Decisions, if disputes are accepted or denied, are up to each toll road and some toll roads in Virginia choose to have patron’s contact them directly to dispute toll charges.E-Z Pass submitted a dispute on the patron’s behalf to Dulles Toll Road and Dulles Greenway for tolls that linked back to the account by the rental car. Both toll roads approve the dispute and the amount of $15.25 has been reversed and added back to the patron’s account balance.Per the request of I-66 Outside the Beltway and the 95 Express Lanes that patrons contact them directly to dispute toll charges, the patron was advised to contact them to dispute any charges.Regarding potential changes to the E-ZPass Customer Agreement, these suggestions will be taken under advisement. Additionally, we encourage all patrons to consistently review transactions on their account by accessing their E-ZPass account via the website, which is available 24/7: ***************** Kind Regards,******* ******Customer Service Supervisor

  Customer Answer

  Date: 02/13/2025

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. The business is still maintaining a very complicated and inaccurate system/service rules that encourages billing problems, that will ultimately frustrate the consumer. And the business will always win because the consumer will eventually just "give up".(I am not concerned about the return of the incorrect billing at this point. I've spent $1,000 of my time already on a $60 problem. I'm not going to waste more time dealing with their fragmented billing and business model. E-ZPass collects the money, E-ZPass should coordinate the refund.)I am encouraged by the business's statement : "Regarding potential changes to the E-ZPass Customer Agreement, these suggestions will be taken under advisement." I would like to hear back from the business how the suggestions under advisement are resolved or adopted.The changes suggested will help both the business and the customers. Everyone "wins". Regards, ***** *******

• Initial Complaint

  Date:01/07/2025

  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.

  I am writing to express my profound dissatisfaction and disbelief regarding the recent handling of my EZPASS account. Over the past 12 months, I have utilized EZPASS in Richmond, VA, incurring a total of $93 in toll fees. Unfortunately, due to a lapse in the automatic renewal of my credit card on file, my account reflected insufficient funds—$5.67 to be exact—resulting in unpaid tolls. Upon noticing the discrepancy, I promptly contacted EZPASS to resolve the matter. To my utter astonishment, I was informed that my account had accumulated an exorbitant $3,250 in "administrative fees" for the unpaid $93 in tolls. The sheer scale of these fees is not only grossly disproportionate but also reveals a deeply disturbing predatory practice. The notion that any reasonable individual would knowingly or willingly allow a mere $93 in tolls to escalate into a $3,250 penalty is absurd. This is especially egregious when considering that these tolls are modestly priced at $0.90 each. This situation exemplifies an exploitative approach, preying on unsuspecting users with punitive fees that bear no reasonable correlation to the actual toll usage or administrative costs incurred. EZPASS's stance that such fees are "normal" is both unconscionable and a blatant abuse of consumer trust. This predatory behavior is designed to capitalize on minor oversights, resulting in financially crippling penalties that no rational consumer would agree to. I am hereby filing a formal complaint with the Better Business Bureau and will be pursuing a civil suit to address this egregious injustice. The actions taken by EZPASS are not only unethical but also potentially illegal, as they reflect a pattern of predatory fee practices that must be challenged. I urge EZPASS to reconsider this unjust charge and take immediate steps to rectify this situation. Failure to do so will result in further legal actions to ensure that such exploitative practices are exposed and addressed.

  Business Response

  Date: 01/14/2025

  On behalf of E-ZPass Virginia, I do apologize for any inconvenience the customer has experienced.E-Z Pass is a form of payment for toll roads. For tolls to be paid and avoid possible violations the account should remain in a positive balance and any vehicle using the E-Z Pass should be listed on the account.E-Z Pass does offer a one-time courtesy for violations based on if the account was insufficient or the vehicle was not listed on the account at the time the violations occurred. These courtesies are offered, so not to penalize patrons while they can correct the behaviors with their E-Z Pass account, that resulted in the violations that were received.This patron has received a total of three courtesies on their account. One on 11/17/2017 and one on 11/27/2019, both for insufficient funds, and one on 2/16/2022 for the vehicle not being listed on the account.In addition, the patron was offered a final courtesy, that is usually not offered on 1/8/2025. This courtesy offered to waive all the collection fees, as well as some of the administrative fees for both vehicles currently listed on the E-Z Pass account.The patron was also advised they would be responsible for any future violations received and that good account management of keeping the account funded and listing the vehicles on the account moving forward would help to avoid possible future violations.We ask that the patron contact the call center at ************, to receive the final courtesy that has been offered and clear out the violations for both license plates on the account, to avoid them escalating further.Kind Regards,******* ******Customer Service Supervisor