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:05/09/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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 file a complaint about my experience. I contract customer service to set up my transponder and applied a credit to my account. Despite this, i later received a bill in the mail stating that I owed a balance. When I called to inquire, the representative for me that there were two vehicles listed on my account, both being the same making model. I explained that I only own one vehicle upon me doing my investigation, I discovered that my car has been entered twice with the one of the license plates listed differently. It appears that the representative who originally set up my transponder and put the plate number incorrectly by a digit. When I asked, how could this be correct? I was told there was nothing I could do and then I will need to pay the balance. I requested to speak with the manager, but she told me they will not be able to assist me.This situation has been incredibly frustrating, especially since the error originated from your side I am seeking help to correct my account and his office issue. I appreciate if someonecould reach out to me. Thank you again for your time and enjoy your evening.

• Initial Complaint

  Date:05/07/2025

  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.

  About three months ago, I bought an NC Quick Pass to receive a 50% discount on I-77 travel. According to their website, which I didnt understand clearly because there is no explanation of how the pass would work, I had to make a $10 deposit. Several weeks later, I received an email saying that the company had raised my deposit to $20, and I didnt think much of it. Last month, I received an invoice for $111, which I disputed through a formal letter. I never received a response to my letter, but on May 6, 2025, I received another invoice # *********** for $254.80, with no mention of my previous appeal. I called the center, and someone told me that my pass had been canceled and my 50% discount was not honored. The reason given was that I didnt have a deposit on my NC Quick Pass to cover any future trips on I-77. The company never informed me that I had to make such a deposit, and if they raised my initial $10 deposit to $20, why didnt they do the same this time? I would like the company to honor my NC Quick Pass, restore it, and provide me with the 50% discount that I deserve since this is obviously an oversight on their part. I am 65 years old, I have to travel once or twice a month to ********, **, for medical reasons. I am on a fixed budget and cant afford to pay this astronomical amount.

  Business Response

  Date: 07/31/2025

  
  
  Dear ****** *****-*******,
  
  Thank you for reaching out. We would like to formally respond to the concerns you raised in your recent complaint with the Better Business Bureau (BBB). A thorough review of your account has been completed, and NC Quick Pass would like to address not only the issues raised in your most recent communication, but also those included in a previous case filed with NC Quick Pass.
  
  Our records indicate the first complaint NC Quick Pass received was submitted to the BBB in May 2025. There was a case opened with NC Quick Pass and this matter was under review. The first case was closed when it was linked to another case opened in late May when NC Quick Pass received a second notification from BBB asking for a response to your original complaint. A response was sent to you stating that your dispute was still under review, and that your BBB complaint was not fully resolved.
  
  On January 1, 2025, a low balance notification was mailed to you, advising that your account balance had fallen below your threshold amount and that payment must be made. The notification also advised that if your account balance goes negative, the account will be suspended, and you will not receive discounts or HOV credits while the account balance is negative. 
  
  On February 22, 2025, a suspension notification was mailed, indicating that your balance had fallen below zero and your account had been suspended. This notice also explained that while suspended:
  

  *The 50% discount no longer applies to your toll transactions, and tolls would be assessed at the higher Toll Invoice rate.
  *Your account is not eligible for HOV discounts until the balance is paid in full.
  

  On March 8, 2025, an account replenishment notification was emailed to you, advising that your average monthly usage exceeded your current replenishment level. Accordingly, your replenishment amount was adjusted from $10 to $35.
  
  On June 16th NC Quick Pass received a case asking why you had not received any communication about the previous complaints filed against NC Quick Pass.   This case was responded to on June 17, 2025 but the complaint was not resolved.
  
  As part of the account opening process with NC Quick Pass, all customers must agree to the Terms and Conditions. These terms clearly outline the following:

  *Accounts that reach a balance of zero dollars will be suspended and transponders deactivated, and any additional tolls received will be invoiced to you at the higher Toll Invoice rate.
  *While your account is suspended, you will not be eligible to declare HOV status for fee travel.
  *Any declared HOV status while your account is suspended will NOT BE honored and you will be invoiced the Toll Invoice rate for any tolls
  *You will receive notification of the suspension through mail/email.
  *A prepaid balance is required for personal accounts: $10 for the first two transponders and $10 for each additional transponder.
  *For accounts enrolled in automatic replenishment, the system will charge 25% of the monthly replenishment amount, with a minimum of $10.
  *NC Quick Pass performs an account analysis 30 days after account activation and monthly thereafter. The replenishment amount will be adjusted to align with approximately one months average use.
  

  As of July 30, 2025, a total of $37.00 in fees has been waived.  Your current prepaid balance is $41.00.  The account is in the process of being closed, once finalized, the remaining account balance will be refunded to your credit card.
  If you have any additional questions or concerns, please do not hesitate to contact our office. We appreciate the opportunity to clarify and address your concerns.
  
  Sincerely,
  NC Quick Pass Customer Support