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:09/09/2024

  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 says they sent the first invoice for a toll I missed after moving to the area but added on a hefty late fee even though I never received the first notice. These fees are predatory since tax payers pay for the roads to begin with. Why would we need to pay tolls on things we already fund and pay for? This is ridiculous, greedy, and unfair. Road tolls were made by goblins.

  Business Response

  Date: 09/11/2024

  9/9/2024Dear Sir or Madam:Re: Case ID #********On behalf of E-ZPass Virginia, I do apologize for any inconvenience the customer has experienced.We’re unable to locate an invoice based off the patron’s name. Please provide us with the Document ID, Invoice Number, Violation ID, Plate Number, or address to allow us to research further and begin the review process.Kind Regards,******* * *****Customer Service Supervisor

• Initial Complaint

  Date:09/09/2024

  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.

  Last week of June: I received a notice from the Dulles Toll Road about an unpaid toll of $3.60. The invoice, dated 6/29/24, was due by 7/29/24.
  7/17/24: I sent a check for $3.60 to the Toll Payment Processing Center to pay the toll.
  7/29/24: I received another invoice from the Toll Payment Processing Center. This invoice stated that I had only paid $3.00 instead of $3.60, and that I now owed an additional $12.50, bringing the total amount due to $13.10.
  Called the Toll Payment Processing Center to explain that I paid the correct amount of $3.60, but it appeared that only $3.00 had been credited. The employee advised me to send proof of payment with the Dispute Form. I don’t receive hard copies of canceled checks from my bank, so I sent a scanned copy of the carbon copy. Although the carbon copy was faint, I could clearly see that I had written a check for $3.60.
  8/21/24: I received a letter from the Toll Payment Processing Center, dated 8/19/24, rejecting my dispute. They claimed that I did not provide sufficient evidence of my $3.60 payment, despite my explanation that I do not receive canceled checks from my bank. Frustrated and wanting to resolve the issue, I sent a check for $13.10 to close the case. Their letters often arrive with little time to respond by the due date they specify.
  9/6/24: I received another invoice for the same original toll of $3.60, now demanding an additional $25.60. I refuse to pay this invoice because I have already paid the original toll for $3.60, plus the $13.10, just to close the matter. I believe this is an extremely predatory practice.
  
  I am seeking your help to resolve and stop this unfair practice. I have been very cooperative in trying to resolve this issue, but the Toll Payment Processing Center has repeatedly failed to acknowledge their errors in posting payments, and now they are penalizing me further. I feel that this situation is particularly unjust.

  Business Response

  Date: 09/11/2024

  9/9/2024Dear 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 a payment was received via check #**** on 7/19/2024 for $3.00 for invoice ************* that was due on 7/22/2024. In the amount section, the patron wrote $3.60 however when writing out the amount, it was written as Three dollars & xx/100 therefore it was processed as $3.00.We submitted a dispute on the patron’s behalf and we’re awaiting a response.Kind Regards,******** *****Customer Service Supervisor

  Customer Answer

  Date: 09/16/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that their response did not not resolve my complaint. They did not mention that I paid $13.10 after I received their notice that they only charged me $3.00.  On August 19, 2024 just to close this case I subsequently sent a check for $13.10 with Check Number **** because they insisted that they only charged me $3.00 (their error) and due to the fact that the due date of the original invoice was passed. I disagree that I should be charged another$25.60 for the original toll owed of $3.60. Please see the attachments to this message: Copy of the payment for $13.10 and Copy of Invoice for $25.60.
  Sincerely,
  ******* *******

  Business Response

  Date: 09/23/2024

  Date 9/20/2024Dear Sir or Madam:Re: Case ID # ********On behalf of E-ZPass Virginia, I do apologize for any inconvenience the customer has experienced.We received and processed check number **** on 9/3/2024 for invoice *************. The invoice was due on 8/19/2024 and had incurred additional administrative fees of $12.50 that was issued under invoice ************* on 8/28/2024.The dispute submitted to the toll road on the patron’s behalf was accepted, the additional administrative fees were waived and the remaining balance on ************* has been dismissed.Kind Regards,******* ******Customer Service Supervisor

  Customer Answer

  Date: 09/25/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I already received the letter from the Toll company and will consider this complaint resolved.
  
  Regards,
  
  ******* *******

• Initial Complaint

  Date:06/30/2024

  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 took a trip to ** in March 2024 and added a rental car to EZ Pass Virginia (VA) for the first time. When I returned I forgot to remove the rental car. In April/May I noticed charges for tolls in states that I didn’t visit as I was home and the transponder was with me. It appeared that the charges were on the rental car license plate and I removed it from account. It never occurred to me to remove the license plate as I was thinking the transponder was needed for the account to be charged. We’re not frequent travelers with a rental car on EZ Pass VA. In fact, it was the first time we had ever added a rental car to the account. As a result, I was charged two $35 replenishment fees totaling $70. When I called EZ Pass VA they wouldn’t reverse the charges as a first time courtesy so I disputed the charges with my credit card. The dispute was resolved in my favor with the credit card company but EZ Pass VA subsequently disputed the credit card charges and reversed the two $35 payments to the account. I called again and they wouldn’t work with me so have closed my account and returned the transponder as I will not do business with entities that conduct business in a manner that does not work with someone. As a senior citizen, the $70 hurts the pocketbook.

  Business Response

  Date: 07/08/2024

  Re: Case ID #********On behalf of E-ZPass Virginia, I do apologize for any inconvenience the customer has experienced.The customer updated the account with a rental vehicle (*********** on 3/02/2024 via the website. The customer is disputing the credit card being debited $70 for automatic replenishment for a vehicle that failed to be removed until 5/17/2024.Mrs. ****** submitted a dispute for the charges occurring due to the rental vehicle not being removed from the account in a timely manner. The dispute was denied for not complying with our Customer Service agreement.Per the customer service agreement, under the section titled User agrees; it states, “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”.Kind Regards,******* ******Customer Service Supervisor

  Customer Answer

  Date: 07/08/2024

  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.
  
  I've had the transponder for many years and never signed an agreement. It seems to me that there is no accountability and whatever VA EZ-Pass says goes. There is no one to mediate this dispute. They have the final say. There is no third party mediator. I will take it to small claims court and see what an independent party says. 
  
  Regards,
  
  ****** ******

  Business Response

  Date: 08/01/2024

  Re: Case ID #********On behalf of E-ZPass Virginia, I do apologize for any inconvenience the customer has experienced. Our records indicate that the account is in the close pending process as of July 25, 2024. The chargebacks have been refunded towards the balance of the account and a refund check has been requested for $70.00 to be sent to the address of *** ****** *** **************** ** *****. Please allow 30 days for the refund check to be processed and received.If the address is not correct, please let us know by contacting our customer service department at ************** (Monday-Friday 7am-7pm).Kind Regards,******* ******Customer Service Supervisor

  Customer Answer

  Date: 08/01/2024

  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:06/25/2024

  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.

  I have been an EZ Pass Virginia member for over a year and have had a plethora of issues because of their inethical business practices of deactivating EZ Passes if they are not on autopay or have been reloaded. They do this to prey on people to be on autopay and then collect fees when they are not.

  Business Response

  Date: 06/28/2024

  On behalf of E-ZPass Virginia, I do apologize for any inconvenience the customer has experienced.The patron contacted our customer service center due to receiving toll invoices from the Dulles Toll Road and was upset about the administrative fees included. The patron was advised that their E-Z Pass account was insufficient on the dates listed on the invoice(s). The one-time courtesy given for account holders to waive administrative fees and post tolls only was used for this account on 9/29/2022. It was also explained that when funds are added to an insufficient account it can take up to 24 hours for in-state toll roads and up to 48 hours for out of state toll roads for the transponder to read as active on the toll road. The patron also requested that a copy of the invoices be sent via email. The email address on the account was confirmed and the invoices were emailed on 6/18/24.Invoice ************* has followed the escalation process and is now in collections. The patron would need to contact collections at ************.Kind Regards,******* ******Customer Service Supervisor

  Customer Answer

  Date: 07/03/2024

  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 attached another fee that has appeared on my account.
  
  Regards,
  
  ******* ******

  Business Response

  Date: 07/23/2024

  On behalf of E-ZPass Virginia, I do apologize for any inconvenience the customer has experienced.After reviewing the patron’s account regarding the image, she sent of a lost/stolen fee deducted from the account on 7/3/2024, transponder *******, was reported lost/stolen via the patron’s online account, on Friday, 6/28/2024. Lost/stolen requests are processed the next business day after they have been marked lost/stolen.If the patron still has transponder ******* and would like to reactivate it, a request to reactivate the transponder can be done by phone, chat, or email.Kind Regards,******* ******Customer Service Supervisor

• Initial Complaint

  Date:06/19/2024

  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.

  EZpass Va debited my account on 06/07/2024 for $71.55 toll for the Holland Tunnel crossing, Cost of a passenger vehicle is $15.38 during peak hours and $13.38 during off-peak hours. They overcharged me $58.17 and debited my bank account.

  Business Response

  Date: 06/24/2024

  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. We do file disputes on behalf of patrons, however the decision is up to the toll road, if it is accepted or denied. A dispute was filed on 6/10/24 and forwarded to the toll road. The toll road requested a copy of the vehicle registration. We emailed the patron requesting they send in a copy of the registration by 6/18/24. Our records show we received a copy of the registration on 6/14/24 and have forwarded it to the toll road for review. We will advise the patron by email of the decision once we hear back from the toll road.Kind Regards,******* ******Customer Service Supervisor

  Customer Answer

  Date: 06/24/2024

  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:06/18/2024

  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 filed a dispute with ezpass as I the transponder was not picked up upon entry and I was charged the highest amount. My original claim was denied as I did not provide the entry point. I called back and talked to a rep that advised I should have provided that info with the initial dispute however that was not advised by the rep when I called to make the dispute. I received an email stating my info was received and I should get a decision within 14-30 days, that was back in December. I reached back out and was told that I needed to follow up with ezpass **** as too much time has passed for va to handle this.

  Business Response

  Date: 06/24/2024

   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. We do file disputes on behalf of patrons, however the decision is up to the toll road, whether it is accepted or denied. A dispute was completed on 12/8/23 due to the patron feeling they were over charged for a toll in ****. The toll road responded requesting to know the entry point where the patron entered the toll road. Due to that information not showing on the patron’s toll transactions, our dispute department reached out by email requesting the information, advising to send it in by 12/19/23. When the information was not received the dispute was denied. Out of state toll roads only allow disputes to be done for tolls that occurred within 90 days or less.Kind Regards,******* ******Customer Service Supervisor

  Customer Answer

  Date: 06/25/2024

  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.
  
  The business claims they sent an email requesting I provide toll details by 12/19, the email on 12/19. I called in and spoke to a representative the next day to find out what information I needed to provide and immediately sent it over on 12/20 well within the 90 day claim time. Ezpass va needs to provide the refund as they failed to complete the claim with the provided information as they acknowledged the receipt of the information and provided a timeframe for completion 
  Regards,
  
  ******* *******

  Business Response

  Date: 07/09/2024

  Re: Case ID # ********On behalf of E-ZPass Virginia, I do apologize for any inconvenience the customer has experienced.We have submitted a new dispute on the patron’s behalf to the toll road in **** which includes the entry point 193 information provided by the patron. Please allow 7-14 business days for the dispute process however, out of state toll roads may take longer.Kind Regards,******* ******Customer Service Supervisor

• Initial Complaint

  Date:05/21/2024

  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 representatives have neglected to refund me on charges to my account that were not made by me. I rented a car during Christmas Holiday travels and during this time, I used the car from ** to **. Upon returning the rental car, EZ PASS continued to charge me for an additional 3 months after removing this vehicle from the EZ Pass website. They claim that I never removed it, yet I did as soon as the vehicle was returned. I have contacted EZ pass VA several times in writing and over the phone, they stated this would be addressed, yet to date no refunds have been issued.
  
  All transaction dated 1/6/24 thru 3/1/24 tied to license plate ******* should not be on my account

  Business Response

  Date: 05/29/2024

  Re: Case ID # ********On behalf of E-ZPass Virginia, I do apologize for any inconvenience the customer has experienced.Per our customer service agreement, that is accepted upon first use of the transponder, patrons agree to promptly update 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 customer added license plate *******-**, for a rental car, to his account via the web on 12/21/23. It was removed by a Customer Service Representative when he called in on 03/12/24.We have re-disputed the tolls that occurred after the patron turned in the rental vehicle on 12/29/2023, with the toll roads on the patron’s behalf and included a copy of the rental agreement that the patron provided. Dispute requests are approved or denied by the toll roads. The toll roads charge the customer for travelling on the toll road and E-ZPass is a payment method for paying tolls.Kind Regards,******* ******Customer Service Supervisor

  Customer Answer

  Date: 05/29/2024

  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 is not accurate information.  I would like to see factual documentation showing that the rental vehicle was removed on 3/12, when in fact it was removed a day after I returned the vehicle to the rental agency.  I misspoke bc it was in March when I realized I was still being charged, and if you look at the charges to my account, transactions were still being posted after this date they claim I removed the vehicle, therefore EZpass does not have accurate information nor is their system up to current time stamps. I would also like to note no further communication has been initiated by EZpass since my last call into them back in March/April, hence why I have initiated the complaint w/ BBB.  It’s as if they turned a blind eye to this issue.
  
  Regards,
  
  ***** ***********

  Business Response

  Date: 07/02/2024

  Re: Case ID # ********On behalf of E-ZPass Virginia, I do apologize for any inconvenience the customer has experienced.After re-disputing with the toll roads on the patron’s behalf, the disputes have been accepted and toll adjustments have been made to the account resulting in funds being added back to the account for future toll usage. A statement for May 1, 2024, through July 1, 2024 is being emailed to the patron showing the tolls have been reversed, as well as the history of the vehicles that have been added and removed since the account was opened.Kind Regards,******* ******Customer Service Supervisor

  Customer Answer

  Date: 07/08/2024

  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.
  
  To date, they have not reversed all transactions that do not associate to me or my rental vehicle.  In fact, they are missing a considerable amount of transactions.  The only transactions that I am accountable for are the dates of my rental agreement and any recent 06/01/24 transactions where my transponder was used. 
  
  Regards,
  
  ***** ***********

  Business Response

  Date: 07/16/2024

  On behalf of E-ZPass Virginia, I do apologize for any inconvenience the customer has experienced.Upon submitting a new dispute on the patron’s behalf, Dulles Toll Road approved to reverse $28.00 in tolls for the patron. Dulles Toll Road denied the tolls older than 120 days in the amount of $16.85.We were notified on 6/3/24 that I-66 Outside the Beltway approved the dispute for a $8.85 toll that occurred on 1/23/24. Normally I-66 processes the reversals themselves, however; when we learned that the reversal had not been completed, we received approval to manually process the dispute ourselves. It was reversed and the funds were added back to the account on 7/1/24.The decision if disputes are accepted or denied are made by the toll roads. E-Z Pass is just a form of payment for the toll roads.In addition to the vehicle history and previous statements sent to the patron, we are also sending year-to-date statements to the patron that show both the toll transactions and the reversals.Kind Regards,******* ******Customer Service Supervisor

  Customer Answer

  Date: 07/17/2024

  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.
  
  The fact that your department neglected to address this in a timely manner, or within the time required seems a little disturbing.  As previously stated, we have been discussing this issue for over 5 months now, and now I am being informed the you are outside of the grace period!??  This is not acceptable by any means, considering the activity is clearly visible within your database. As a courtesy, it would be EZPass VA best interest to honor all refunds due. 
  
  Regards,
  
  ***** ***********

• Initial Complaint

  Date:05/16/2024

  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.

  On Thu, Feb 22, 2024 at 7:15 PM I received an email from ***************************** accusing me that my (HOV) EZ-Pass Flex was "on" on February 18, 2024 when I was traveling in the HOV/Express lane with less than three passengers and that I would charged for the trip. After back and forth, the administrator realized that I had my 3 children int he car and that I was not subject to paying the toll and that I had done nothing wrong.
  
  Now again I'm being falsely accused of traveling in the HOV lane with my transponder on with less than 3 people in the car on 2024-05-12 11:48:05 (trip ID **************************)
  
  The accusation is as follows, "We’ve previously reached out to you about your travel on the Express Lanes with your E-ZPass® Flex set to “HOV ON,” without three or more people in your car.
  We’ve detected that you traveled again on the Express Lanes with your E-ZPass® Flex set to “HOV ON” when you didn’t have three or more people in the car."
  
  The previous time they "warned" me was when they admitted they were wrong and I had my 3 children in the car. It is the same this time, my children were in the car with me.
  
  I should not be charged nor should there be any perception that I've been previously "warned".

  Business Response

  Date: 05/23/2024

  Re: Case ID # ********On behalf of E-ZPass Virginia, I do apologize for any inconvenience the customer has experienced.The customer is receiving the Toll Alert Email notifications from the 495/95/395 Express Lanes (a privately owned toll road). We operate as a payment option, but we control the tolling process on privately owned roads.The customer will be encouraged to contact the service team Monday through Friday, 7AM-7PM at ************** ****** to determine what options are available to prevent future issues or concerns.Kind Regards,*************Customer Service Supervisor

  Customer Answer

  Date: 05/23/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be marginally satisfactory to me.  The existing arrangement whereby toll operations and billing are independent might make for good business but are unnecessarily complicated for consumers and diffuses accountability.
  
  Regards,
  
  ***** *****

• Initial Complaint

  Date:03/29/2024

  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.

  There aren't enough characters to explain the whole issue. Essentially, the state of Delaware assigned two vehicles with the same license plate number. My EZPassVA kept being charged for the other Lexus driving around NY/NJ and PA based on the license plate. It took several emails to get them to provide photos of the vehicle and essentially stating I was lying. When I proved it wasn't our Lexus because it's a different model year (from the photos they provided) I've heard nothing back. I've reached out on four different occasions after getting EZPassDE involved and them sending information also proving it wasn't my vehicle, and still nothing from EZPassVA. I've been charged a total of $289.64, which includes a service fee to cancel the pass that was linked to the white Lexus, and an additional $70.00 to the account since the other unknown driver depleted my account. I have screen shots showing my last attempt to reach out after they stated my appeal had been denied and also the information I had sent to DELDOT. I can attach all of this data to prove our Lexus was not the vehicle driving throughout the NY/NJ/PA regions and I want the fees refunded to a personal banking account along with the remaining balance on my account so I can close it and discontinue business with them. I will further my complaint with the Secretary of VDOT as well.
  
  All attachments I have are larger than 5MB and can't be compressed to a lower resolution. If there is an email address I can send the data I submitted to DELDOT/EZPassDE please provide and I will send them. What I did attach will show the bulk of the proven data.

  Business Response

  Date: 04/08/2024

  On behalf of E-ZPass Virginia, I do apologize for any inconvenience the customer has experienced.The customer’s dispute was denied by New York State, and the Port of Authority of New York and New Jersey on 02/07/2024. MTA Bridges and Tunnels denied the dispute on 02/08/2024. Our records the show toll charge disputes were submitted on 02/01/2024. A second dispute was submitted on the customer’s behalf to the same toll roads on 4/2/2024 and the disputes have been sent to the toll roads for review. I sent a copy of the images attached in the case id to our disputes department. The images will be included with the dispute that was sent for review. I left the customer a message on 4/5/2024 explaining the images were sent to our dispute department to include with the dispute that was submitted for the toll roads to review. I also advised that a resolution from out of state toll roads can take 30 days or longer. An email will be sent to the customer once the toll roads decide to approve or deny. E-ZPass Virginia will uphold the toll road(s) decision. The customer should contact the toll directly if they are not satisfied with a decision.Kind Regards,****** ******Customer Service Supervisor

• Initial Complaint

  Date:03/14/2024

  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 am hereby writing to request your assistance in disputing the charges sent to me by Virginia tolls processing center
  I have a valid EZ pass transponder that is properly mounted on my windshield and have been using this device for over four years with no issues. I drive for rideshare companies and have been passing these roads frequently and have no issues with tolls either.
  
  I received an invoice in around January 2024 and disputed the statement stating that I have a valid EZ pass transponder. The dispute was sent through email as requested. I did not get a response from them, rather they sent me another invoice with additional admin fees. I contacted the customer service and spoke with a lady called ***** who told me to send another email, after she tried to credit my account, but her computer could not allow her. They keep charging late fees and admin fees instead of charging my transponder directly without me incurring admin and late fees.
  
  I am requesting your organization to help me stop these admin and late fees, and only charge my transponder the correct tolls.
  
  I contacted ******** EZ pass again today, and they confirmed that my EZ pass transponder is active, has enough funds in it, and is receiving tolls charges correctly. They sent me an email proving this and it is attached to this complaint.
  
  I have also attached photos of my transponder mounted on my windshield

  Business Response

  Date: 03/21/2024

  On behalf of E-ZPass Virginia, I do apologize for any inconvenience the customer has experienced.I spoke with the customer on 3/14/2024 and advised him to provide a copy of his monthly statements showing that the account was in good standing at the time of the violations. The customer said the statement was attached, however we did not receive it but we would check the attachments again. In addition to this resolution letter, I emailed the patron requesting a copy of his ******** E-ZPass account statement showing the account was in good standing on 12/06/2023, 01/06/2024, 01/21/2024, 01/11/2024, 02/15/2024, and 02/16/2024 be sent to our **************************** email address. I also advised it can take 3 – 5 business days for a dispute resolution.Kind Regards,****** ******Customer Service Supervisor