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: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

• Initial Complaint

  Date:12/27/2024

  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.

  I noticed I was charged $3.60 when I checked my account it was for a rental vehicle that I used back in March. Ezpass is so disgustingly sly that they rather tell you about their magical bylaws they made up instead of looking at the situation for what it is, knowing it is a rental car and knowing the rental car has its own Ezpass system in it. let me be very clear. This is not about the $3.60. This is about a disgusting company that has disgusting policies knowing that they’re wrong and will double charge not just you but also a rental car company as well.
  and then have the audacity to tell you to take the bill to the rental car as if the rental car company is the one who charged you

  Business Response

  Date: 01/02/2025

  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. 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.The license plate in question, ******-**, was added through the online account on 5/13/2024 and removed on 12/24/2024We ask that the patron send in a copy of the rental agreement showing the timeframe of when they rented the vehicle to, **************************** and we will be happy to submit a dispute to the toll road on the patron’s behalf. Decisions, if disputes are accepted or denied, are up to each toll road.The patron will be contacted by email about the toll roads decision regarding the status of the dispute.Kind Regards,******* ******Customer Service Supervisor

• Initial Complaint

  Date:12/21/2024

  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.

  EZ Pass VA has no compassion for those using their services. I have used EZ pass for years and i had one mistake that happened recently. I had a rental for 3 days, used the EZ pass and forgot to remove it from the account. I reached out due to a $47 charge from someone else who used the rental. EZ pass refuses to help me in this manner when it was a simple mistake. I can easily prove I didn't have the rental those days and they don't even want to see that or acknowledge it. I understand the agreement, but i only asked for some compassion to get this rectified for me, but EZ pass just wants me to pay without trying to help. I find it disheartening as much as they have messed up in the past without consequences. $47 may not seem like a lot to them, but that's my $47 that's being wasted unnecessarily on someone else travel and EZ pass doesn't even care to fix this. Now my account is on "hold" due to this. This is annoying honestly, I expected more from this company after all these years.

  Business Response

  Date: 12/26/2024

  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.We ask that the patron send in a copy of the rental agreement showing the timeframe of when they rented the vehicle to, ************************** and we will be happy to re-dispute on the patron’s behalf. The patron will be contacted by email about the toll road decision regarding the status of the dispute.Kind Regards,******* ******Customer Service Supervisor

• Initial Complaint

  Date:11/18/2024

  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.

  I have transponder with me and EZ pass is charging with Plate
  that i don't own anymore. ****** plate could be a rental vehicle that i entered and did not removed from my account an year ago. Also I moved to ***** ******** in March 2023 has different plate.
  
  I called customer service and they have no Idea they say since plate is in my EZ pass account it will be charged to my account.
  
  I stressed I'm not the owner anymore and asked to reach out to current owner since someone using ****** plate and EZ Pass charging to my account does not make any sense. I did not authorize anyone to use my account.
  
  Plate: ******  Attaching the transactions for November 2024 and also, I see there is one transaction in October 2024 with same plate ******.
  
  And the Customer service associate said I need to reach out to the current owner and see if he is willing to give money back
  
  Unfortunately I have transponder with me and getting charged for the vehicle that i did not used on Toll roads. EZPass cannot issue me refund or charge to current owner of the ****** plate. so I requested to close account.
  
  If possible, please look into owner by Plate and recover charges from the current owner.

  Business Response

  Date: 11/25/2024

  November 21, 2024Dear Sir or Madam:Re: Case ID # ********Our records indicate the license plate of ****** was added on 3/22/2024 and removed on 11/16/2024 via our website.We understand mistakes can happen, but the customer agreement states under Terms and Conditions, section G “To promptly update license plate information for all vehicles that may use the E-ZPass Account and remove license plates for vehicles no longer associated with the account”.We also notice the account has been closed at your request. If there are no plans to use the transponder, please make sure this is returned to our office with 14 days to prevent a loss/ fee of $20.00 that would be subtracted from the balance of the account.You may provide your rental agreement, as a courtesy, and we will attempt to dispute on your behalf. Please know this is not guarantee the removal of charges.Kind Regards,******* ******Customer Service Supervisor

• Initial Complaint

  Date:11/12/2024

  Type:Product 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.

  Closed account and asked for my refund as a check. The chose to refund to a old closed credit card. Now that I've called 3 times in 75 days they won't issue a refund. I've never received my refund in any form.

  Business Response

  Date: 11/18/2024

  Re: Case ID # ********On behalf of E-ZPass Virginia, I do apologize for any inconvenience the customer has experienced.We do understand your concerns and frustrations regarding the refund for the closed account.The refund was processed by our finance department on September 19, 2024, to the credit card for $72.40 on file at the time.On October 17,2024 a new card was updated to the account due to the previous card no longer being valid.We apologize but we are not able to cease the transaction to apply it to the new card.Once the funds are received back from the closed banking account, the funds will be issued to the new card on file.Please keep in mind our customer service agreement states all accounts must be kept current with financial information.Kind Regards,******* ******Customer Service Supervisor

  Customer Answer

  Date: 11/18/2024

  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.
  
  
  
  Regards,
  
  ****** ******
  When i called to close the account I specifically asked that the refund be by check mailed to my updated address. There is no way for anyone other than ez pass virginia to contact the credit card company with detailed transaction information for the refund on the closed account to be reversed.

  Business Response

  Date: 12/05/2024

  December 2, 2024Dear Sir or Madam:Re: Case ID # ********On behalf of E-ZPass Virginia, I do apologize for any inconvenience the customer has experienced.As of today, no funds have been returned to us for this closed account.Until the refunds are returned, we have not way of issuing a refund.Kind Regards,******* ******Customer Service Supervisor**** ******** ********** *****, VA *****Phone: ###-###-####

  Customer Answer

  Date: 12/05/2024

  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.
  
  
  
  Regards,
  
  ****** ****** I have no way to ask the credit card company on this closed account. That would require ez pass virginia requesting a reversal. 

• Initial Complaint

  Date:10/30/2024

  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 received a notice that indicated that I went through a toll lane at least 5 x's in the past month. I called to inquire about this, and it appears they are referring to a vehicle with the license plate ****, i have never had the plate. They have charged me $23.68 for tolls that don't belong to me. Out license plate was **** (according to EZ Pass they don't recognize symbols. Actual plate for us was *****, but that plate was actually turned in a few years ago. They also stated to me today, they cant distinguish between 0 and O) I have filed 2 disputes and they keep denying the disputes. I have talked to EZ Pass at least 5 times over the past month in trying to get this resolved, they told me to call Dominion Blvd as it was on their toll road, they said they can not do anything it is an EZ Pass issue, but could tell me that my license plate and name don't have an account with them, but the **** license plate does and it is not registered to me. The vehicle in question has a number 0 at the beginning of their plate and ours had the letter O. When talking to the EZ Customer Service they say the can also clearly see that this is not mine but they are different from the dispute department and can't do anything since they have denied the dispute twice. I spoke with a Supervisor on 10/4 who said she was escalating the dispute but give it 7-10 business days for an answer. I never received so I called back 10/30 and was told that no additional dispute was filed after the 2nd time they denied the dispute. I am tired of going around in circles with them and I should not be paying for tolls that are clearly NOT mine.

  Business Response

  Date: 11/06/2024

  November 1, 2024 Dear Sir or Madam:Re: Case ID #*******On behalf of E-ZPass Virginia, I do apologize for any inconvenience the customer has experienced.A toll dispute was submitted on your behalf for the charges of $23.68 for charges that occurred 8/11/2024- 9/11/2024.As we discussed during our telephone conversation, the state of Virginia does not distinguish between 0 and O on a license plate. The license plate of ****-** was removed on 9/26/2024 once the concern was made about the unwanted charges to the account.There has been a new license plate added of *****-** to distinguish when traveling on the toll road in the future.With the license plate being removed there should not be any future concerns with charges from ****-**.Kind Regards,******* *****  Customer Service Supervisor

  Customer Answer

  Date: 11/08/2024

  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.This does not talk about fix the issue of the refund for the tolls that i oaid fir that were not mine.  It only acknowledges thar they are aware and agree that they were not mine.  
  
  Regards,
  
  **** ****

  Business Response

  Date: 11/21/2024

  November 20, 2024 Dear Sir or Madam:Re: Case ID #********On behalf of E-ZPass Virginia, I do apologize for any inconvenience the customer has experienced. We do understand your concerns and frustrations regarding the procedure for identifying license plates for the state of Virginia.We are in the process of reversing those v-toll from the account to where you will not be obligated for those. Please let us know if we can be of any other assistance to you. Kind Regards,******* ******Customer Service Supervisor

  Customer Answer

  Date: 11/25/2024

  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:10/25/2024

  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.

  Hello, my name is **** **** and I have been an EZ pass holder since 2008. I had accrued tool fees last year due to a faulty transponder. The toll violations were being sent to my old address and I was not aware of the violations as they were also regularly charging my credit card. Then I received a violation notice from a collection agency called *** (************ ******* **********) with amount due $330.60 ($190.60 in toll fees which I have paid now, and $211 in admin fee which I am not able to pay as this is all due to a faulty transponder from EZ pass VA). I have spent numerous hours on the phone explaining the situation to the EZ pass agents and they have basically blamed the faulty transponder on my electric car. I spoke to the dealership and I was told no one else with the same car as mine has reported any issues before, so definitely not an electric car problem. I was then told that perhaps I need an external transponder to install on my front plate of my car and I have done that as well. All this time I have had the transponder in my card and a valid credit card on file with EZ pass VA. I have also spoken to the *** associates and they have told me there is nothing they can do about the $211 admin fee that EZ pass has charged me. This has all become so frustrating and such a waste of money and my time. At this point I will avoid the toll roads as best as I am able to and would like EZ pass to waive the $211 admin fee. Thanks

  Business Response

  Date: 10/31/2024

  Date 10/29/2024Dear Sir or Madam:Re: Case ID # ********On behalf of E-ZPass Virginia, I do apologize for any inconvenience the customer has experienced.Our records indicate, per our advice, the customer has switched from a windshield transponder to a bumper transponder and has paid the amount of the tolls with the collection agency. We have recalled the violation back from collections and will dismiss the remaining balance of $211 for license plate ***********Kind Regards,******* ******Customer Service Supervisor

• Initial Complaint

  Date:10/02/2024

  Type:Facilities 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’m filing a complaint because my privacy as a customer has been violated and I feel completely disrespected. I received a post card, not a sealed envelope, with a notice on the back stating that I had been through a toll over 5 times within the month and my account was either insuffient or my transponder did not work. On this post card, they also threatened to charge me an additional $1.00 for each time they had to manually post something to my account. This kind of detailed information should be sent in a sealed envelope. I filed a complaint directly through the company. The supervisor that emailed me did not apologize, nor he address my main concern. All he/she said was they will not send anymore post cards and I will have to track my own acct.

  Business Response

  Date: 10/08/2024

  On behalf of E-ZPass Virginia, I do apologize for any inconvenience the customer has experienced.E-Z Pass Virginia uses 3x5 postcards to notify patrons when their vehicle has been detected going through a toll without a transponder, to prompt the patron to call in and trouble shoot the account to determine what, if any issues there are and help the patron understand the importance of keeping their account funded to avoid additional fees being assessed to the account for tolls posting by license plate, not a transponder read.We received your request by phone on 9/27/2024 and an email on 10/2/2024, that you no longer want these postcards with your account number to be mailed out to you. We responded, advising that the VToll postcard is a VDOT approved notification method for notifying patrons when a transponder was not detected on the toll road and tolls posted to the account via the license plate. It was also advised that the account will be excluded from these notifications moving forward and the patron will be responsible for monitoring the account and keeping track of any tolls that link back by the license plate, that may result in additional fees being assessed to the account due to these transactions having to be manually added to the account, when a transponder is not read.Kind Regards,******* ******Customer Service Supervisor

  Customer Answer

  Date: 10/09/2024

  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.
  I have been made aware off why the postcard was sent and yes, I have excluded myself from these kinds of communications. VDOT approved notifications does not concern me. My issues are the lack of privacy considered when this postcard goes out and it’s also about other people. Peoples account being insufficient on funds, issues with equipments and any threats to charge additional fees for services should be sent in a sealed envelope. It is very distasteful to send this via post card, regardless of who it is approved by. This simple response was what I got from the business but my issue is not being resolved. Respect peoples privacy, not just mine. 
  
  Regards,
  
  ****** **********