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:08/28/2025

  Type:Service or Repair 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.

  Our family of 5 traveled in the toll lanes on I-77 from ********* to ***********, ** a few times for a baseball tournament in June and received a bill for over $250. We tried ***eatedly to negotiate with NC Quick Pass by opening an account and purchasing a transponder but they would not. You cannot even add a transponder to your account until the full balance is paid. Once we gave in and paid the extremely exorbitant fees, I went to ****** ****** to purchase two transponders (one for each of our vehicles) so I could add them to our account and set HOV status to avoid these crazy charges if we ever travel this route in the future. The online system would not let me add the transponsders to our account so I called and the customer service *** told me we would have to pay $10 per vehicle (on top of the cost of the transponders!) to activate an account. What kind of scam business is allowed to put signs up all over the roadway and look legit and then turn around and charge fees left and right? We will just avoid all toll roads in the future so we don't have to deal with this scam.

  Business Response

  Date: 10/22/2025

  NC Quick Pass has received and reviewed the correspondence regarding the customer's dispute.  ********** will contact the customer directly to address and resolve the matter.  We appreciate the opportunity to respond and will ensure the concern is handled in accordance with our policies and procedures.
  

• Initial Complaint

  Date:08/13/2025

  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.

  To whom it may concern,I am writing to formally dispute the current outstanding charges of $31.00 on my NC Quick Pass account, as of today, August 12, 2025. These charges include a $25.00 return check service fee and associated late fees, which I believe have been applied in error. I have been actively attempting to resolve this matter for over two months without a satisfactory resolution.Timeline of Events:May 22, 2025 (6:00 AM):I scanned the ** code on my invoice and was directed to Doxo Direct Tolls, a third-party service that facilitates payments for NC Quick Pass.6:18 AM: I submitted a payment of $8.51, intending to pay the original toll of $4.52.June 3, 2025:Upon receiving another invoice stating I still owed the original toll plus late fees, I contacted NC Quick Pass. I was informed that the payment I made on May 22 was never received and that I had paid through a third party (Doxo). I was told:If I repaid the $4.52 directly, the late fees would be waived.I would need to contact **** to request a refund for the original $8.51 payment.I complied, repaid the $4.52, and contacted Doxo. A Doxo representative called NC Quick Pass with me on a three-way call. On that call:**** confirmed a check had been mailed.NC Quick Pass stated they had not yet received the check.Doxo instructed NC Quick Pass not to deposit the check if received and agreed to issue a refund to me for the $******* no time during this call or in any correspondence was I informed I would be subject to a $25 returned check fee.June 18, 2025 (4:19 PM):I made an additional payment of $5.84 (an updated toll fee). I was assured this payment would be applied to the toll fee and that management would reach out to me regarding the disputed $25 fee. and I never received a call despite reaching out numerous times to NC Quick Pass.See this rest of the complaint in the explanation section below.

  Business Response

  Date: 08/28/2025

  August 28, 2025
  
  ******* ******
  9380 Dedar Ln
  ********************
  BBB ID: ********
  
  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.
  
  After careful review, we can confirm that your payment made on 06/03/2025, check# ending in 1458 in the amount of $4.52, was submitted through a third party that is not affiliated with NC Quick Pass, rather than directly to NC Quick Pass. Please know that when customers use the ** code provided on our invoices, they are directed only to the NC Quick Pass secure payment system and never to a third-party site.
  
  As a courtesy, NC Quick Pass has waived the $25.00 NSF fee that was assessed when a stop payment was applied to the check received on 06/03/2025. As of 08/21/2025, your account reflects a zero-balance due.
  
  Sincerely,
  NC Quick Pass Customer Support
  

• Initial Complaint

  Date:08/04/2025

  Type:Service or Repair 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 trying to pay my tolls online to which when I enter my information it says nothing matches. When I called they said that I had been receiving emails of toll bills. I have been receiving emails from them but never any statements for tolls. I spoke with a ******** who was very rude and said there is nothing he can do to escalate it to the BBB. I also have a recorded phone call of this conversation as well.

  Business Response

  Date: 08/22/2025

  August 22, 2025
  
  ******* ******
  ********************
  *********, NC 28269
  BBB ID:23697315
  
  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.
  
  After reviewing your Toll Invoice, our office has confirmed that on June 11, 2024, you opted-in to receive invoices by email through our self-service portal.  Since that time, all invoices have been emailed to the address you provided to NC Quick Pass.  Please note that Toll Invoice customers receive invoices only and do not receive account statements.
  
  For security purposes, in order to view your invoice,you must enter the correct zip code or license plate number associated with the toll transactions.  Please make sure while attempting to access your invoice you enter in the required information. 
  
  We sincerely apologize for the poor customer support you have received when contacting our office.  Your feedback is important, and we will be pulling and reviewing the calls you referenced to ensure this is properly addressed with our staff.
  
  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
  

• Initial Complaint

  Date:08/03/2025

  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 filing this complaint against NC Quick Pass due to deceptive practices and a lack of transparency in how they manage toll charges and account updates. Recently, after replacing the vehicle associated with my NC Quick Pass transponder, I incurred multiple charges because I was not notified that I needed to manually delete my old vehicle tag and input new vehicle information. At no point during the vehicle update process does the NC Quick Pass website clearly instruct users to take this action, nor does it prompt or require verification when changes are made.Despite my efforts to appeal the charges, explaining that I followed all visible protocols and used the registered transponder in good faith, my request was denied. Additionally, I have noticed fees and charges appearing on my account without any form of prior notice, explanation, or warning. NC Quick Pass provides no real-time alerts or communications about these charges until they demand payment, creating an environment where customers are penalized without the opportunity to prevent or dispute the charges in advance.This practice feels predatory and exploitativeessentially fleecing the public by capitalizing on unclear processes and withholding vital information. I am requesting the BBB investigate these practices and hold NC Quick Pass accountable for implementing more transparent, fair, and customer-friendly procedures.

  Business Response

  Date: 08/22/2025

  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.
  
  We have completed a thorough review of your account and the transactions in question. At the time of travel, the license plate captured was not associated with any NC Quick Pass account.
  
  Per Terms and Conditions of the NC Quick Pass account, transponders can only be used with vehicles that are listed on your account.  As part of your agreement, accountholders are responsible for keeping all vehicle and account information up to date to ensure transactions are billed correctly.
  
  Please also note that fees assessed for non-payment of an invoice are applied in accordance with North Carolina General Statutes and are clearly outlined on each invoice.
  
  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.
  

• Initial Complaint

  Date:07/31/2025

  Type:Service or Repair 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.

  This is my second time speaking to someone of Nc quick pass. I have not received any emails except upon requested. I reached out the first time after my balance was not updating and i havent got a monthly evaluation and my replenishing amount went up to almost $130. They responded back saying they apologize and did a one time courtesy adjustment to a lower threshold for 30 days . I didnt receive the full 30 days at all so now its today i check on the website because i still have yet to receive any email & the replenishing amount has moved to $90 ! Still not communication via email at all and your app for iPhone doesnt even work so i have to log in each time. I called to say spoke to someone and she basically said there was nothing she could do ! I wanted proof of my monthly evaluation as i havent been getting anything and when i check the website my statement doesnt show anything from the last 30 days ! So where was my evaluation. Now you guys send me a notice that says my evaluation was from 4/30-7/30 and you guys raised the replenishment amount due to my average toll spend . You guys are robbing me of my money thats why i took my card off file with no proof of a monthly evaluation because im not being evaluated every 30 days thats the mistake you guys made the last time !

  Business Response

  Date: 09/09/2025

  September 09, 2025
  
  ******** *******
  BBB ID: ********
  
  
  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.
  
  On 07/31/2025, an email notification was sent to the email address you provided to NC Quick Pass.  This notification informed you that after an account evaluation, your replenishment amount had increased from $10 to $90. If you are not receiving emails from NC Quick Pass, please check with your email provider to determine if these are being sent to SPAM or being blocked by security software.
  
  As a courtesy, NC Quick Pass will decrease your replenishment amount once. Please note, you may also switch your account from automatic replenishment to manual replenishment at any time, allowing you to add funds as you choose.  If you decide to use manual replenishment, please be aware that you will be responsible for monitoring your account balance to ensure funds are available and to prevent any account suspension.
  
   We also regret to hear that you have experienced difficulties using our app on your Apple device.  To help resolve this issue, please ensure you have downloaded and installed the most recent version of the NC Quick Pass app.
  
  We value your business and appreciate the opportunity to assist you.
  
  Sincerely,
  NC Quick Pass Customer Support
  
  

• Initial Complaint

  Date:07/14/2025

  Type:Service or Repair 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 in the mail invoices for some tolls. I went online and paid the toll amount of $134.49 on June 16, 2025. This is what it said I owed as you can only pay the owed amount. Well now, I have a new charge that says I owe more than $200. I have requested this invoice but I have not received it. There is a hold on my vehicle registrations. How do they expect me to pay something without an invoice? I am hoping to get this resolved. Especially when I put my information in for the invoice and it says $0 owed on their online system.

  Business Response

  Date: 07/25/2025

  
  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. A thorough review of your account has been
  completed.

  
  Our records show that there are two separate Toll Invoice accounts associated with your
  vehicles. A payment on June 16, 2025, in the amount of $134.49 was applied to an outstanding
  balance on the first Toll Invoice account, with unpaid transactions dating back to 2019.

  
  The second Toll Invoice account was created in October of 2024. On November 29, 2024, an
  invoice was mailed, but no payment was received. Since then, additional tolls and fees have
  been invoiced monthly, and a total of seven invoices have been mailed to the address on file
  with NCDMV. As of 07/25/2025, no payment has been received.

  
  Please note that because these are two distinct Toll Invoice accounts, the balances are not
  combined when entering invoice numbers online. Transactions were posted to separate
  accounts due to differences in the account information, this may include differences in the
  customers name, address, or vehicle information on file.

  
  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

• Initial Complaint

  Date:06/18/2025

  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.

  To Whom It May Concern,I am writing to dispute a late fee on Invoice Number *********** from NC Quick Pass. I am ***** B. ******, residing at ***********************************************************************************. My email is ******************** and my cell phone number is **************.On November 11, 2024, I traveled on a ************** toll facility, and the toll was paid via my transponder. However, I received an invoice dated February 13, 2025, with a past due balance that included a $6.00 fee and a $25.00 penalty, totaling $52.23. The invoice warned of additional processing fees and a civil penalty if ********* transponder had a typo in the license plate number, though the invoice correctly displayed it. When I contacted NC Quick Pass, I was told to pay again. I had already paid $41.00 with my debit card for this toll.I request a refund or credit on my account for the disputed $41.00. I believe these fees are unwarranted as the original toll was already paid.Sincerely,***** B. ******

  Business Response

  Date: 07/24/2025

  
  

  Customer Answer

  Date: 07/24/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:06/17/2025

  Type:Sales and Advertising 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 receiving a bill from NC Quick Pass with regards to a tool invoice. I have not been out of state with my vehicle in over 25 years. This is a scam as far as I am concerned. I have not even been in ************** EVER!!!Please take care of this!!

  Business Response

  Date: 07/25/2025

  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. A thorough review of your account has been completed,and NC Quick Pass has found that there was an error in the entry of a license plate number into our system.
  
  On 07/15/2025, a response to your Better Business Bureau complaint was emailed directly to you.  In the response you were notified that all incorrect transactions posting under your name were removed and the total balance due was now zero.
  
  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

• 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