Complaints

This profile includes complaints for EZ Pass New Hampshire's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  EZ Pass New Hampshire

  54 Regional Dr Concord, NH 03301-8502

• 

  EZ Pass New Hampshire

  PO Box 2950 Concord, NH 03302-2950

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:08/22/2023

  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 have received bill for multiple tolls of $1.00 and a $25.00 administration fee for each one. When I called EZ Pass NH to inquire on charges and balance and to see about an appeal/settlement I was told my total balance was $903.00. The agent told me that the only way to ask for an appeal or settlement would be to email DOT. I did that the very next day on 7/26/23. Since then I have heard no response and now when I log into to see my balance it shows over $1336.00 with 90% of that being admin fees.

  Business Response

  Date: 08/29/2023

  Dear **** ** ****** * ********* * ******:
  I am responding to your BBB complaint #********, received on August 21, 2023.
  Payment of $364.50 ($279.50 in administrative fees and $85.00 in tolls) must be received by September 28, 2023.
  Failure to respond with the payment by September 28, 2023, means that you have rejected our offer to resolve this
  matter. If you reject this offer the following will occur:
  ? The settlement offer is void.
  ? In accordance with state law (RSA 263:56-f) your motor vehicle registration will be suspended. Operating a
  vehicle under suspension is a misdemeanor, which is an arrestable offense.
  ? Your E-ZPass account will be suspended until the matter is cleared. If the account is suspended, you must
  remove all transponders from your vehicles and pay online within 7 days, including the date of transaction.
  Any balance on the E-ZPass account will be applied to unpaid transactions.
  The payment should be made payable to NHDOT E-ZPass. Please note no personal or business checks will be accepted.
  We do accept cash, credit cards, money orders or certified bank checks. You may call the customer service center at 1-
  ###-###-#### to submit payment over the phone or visit a NH E-ZPass Walk-In-Center. DO NOT pay on-line or use the
  automated phone payment line as then fees cannot be waived.
  Sincerely,
  NH E-ZPass Customer Service

  Customer Answer

  Date: 08/31/2023

  
  
  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:08/17/2023

  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 moved to Southern Maine in March of this year and began commuting through NH Rt 16 on my daily commute on the way to ********** ***** ********. Having always paid cash for tolls while living in northern Maine, I did not have an ez pass and assumed that I would be sent a bill monthly/weekly for going through pay by plate, which is how it has worked in the past if I have accidentally gone through the ez pass lane in ME. I have mail forwarding set up from my previous address to my current address.
  
  I never received a bill however for March or April, and was in Eastern Europe in connection with my military service from the end of May to mid June. A couple weeks after returning to the US I was given a stack of ez pass bills by my aunt, who was given them by my grandmother who happened to stop by my Dad's (unoccupied) house and checked the mail.
  
  The next day I went in person to the EZ pass location off exit 1, where I payed the tolls I owed, and I was also informed that I owed over $1,000 in administrative fees on the approx $70 of unpaid tolls. When I asked how to dispute the charges as I payed the tolls within a week of receiving the bills, I was given an email address, which I sent an email to on that day, June 30th.
  
  I never received a reply to that email, and I have since attempted to contact the phone number but was left on hold for close to an hour before I gave up.
  
  I recognize the need for timely payments on tolls but I don't find it reasonably that I'm being upcharged 1000% because the bills were mailed to the wrong address, and I promptly payed the tolls when I was made aware. I also have since purchased an ez pass.

  Business Response

  Date: 08/22/2023

  Please see attached letter

  Customer Answer

  Date: 09/20/2023

  UPP reached out directly to me to settle this complaint.

• Initial Complaint

  Date:07/31/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 28th 2023, I had a bank check for $125.00 sent into EZ Pass which they cashed (see attached) but, yet to post to my account/Lic# plate etc... in order to credit the alleged outstanding balances. After still seeing charges I called several times and inquired about the $125.00 check and they replied they never received any funds from myself. Several more attempts yielded the same results. Getting no where with these people.... There should not be any outstanding balances on my account period.

  Business Response

  Date: 08/10/2023

  Mr. ******, 

  The check for $125.00 was split to cover two accounts with outstanding toll transactions, one for $57.00 and the other for $68.00.

  You do not have an outstanding balance of $125.00 due.

  Regards,

  NHDOT
  

  Customer Answer

  Date: 08/15/2023

  
  
  Complaint: ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because: This is absolutely absurd to state that the check $125.00 just conveniently happens to be the exact amount owed ! No statements showing the balanced owed before and after the payment, no receipts stating anything was received !! This is outrageous, why isn't a state agency who has state of the art software with license plate recognition that sends out violation bills  to anyone who drives through a EZ Pass lane is not capable of showing an account history... Sounds like something is very wrong... I demand proof with a vehicle history account showing all monies owed and payments...
  

   

  Mr. ******, 
  The check for $125.00 was split to cover two accounts with outstanding toll transactions, one for $57.00 and the other for $68.00.
  You do not have an outstanding balance of $125.00 due.
  Regards,
  NHDOT
  
  Sincerely,
  
  
  
  *** ******

  Business Response

  Date: 08/16/2023

  Mr. ******,

  Please find attached the list of all violation transactions that you have incurred with NH E-ZPass.  The spreadsheet lists all the violation dates, the date payments were made, the methods of payments, and how the monies were applied.  

  As was stated before, your check for $125.00 was split between two accounts - one account had a balance due of $57.00 and the other had a balance due of $68.00.  Both of these balances due total the $125.00 you referenced.

  At this time, the only monies due to NH E-ZPass would be for two transactions (dated 7/18/23 & 7/25/23) which are currently in the process of being invoiced.

  Best,

  NHDOT

• Initial Complaint

  Date:07/28/2023

  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.

  E-ZPass revoked my registration with 2 day notice after telling me for weeks the fees would be waived or dealt with in a more manageable way. Only received one message that stated that and then a week later a message saying my license is revoked.

  Business Response

  Date: 08/03/2023

  Ms. ******,

  It is my understanding that you resolved your problem via a phone call to Customer Service.  We do not show any outstanding transactions in your name at this time.

• Initial Complaint

  Date:07/27/2023

  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 I'm just getting this letter dated from October 28th 2022. The bill is for 104$ based on a couple of back and forth trips to New Hampshire where I was transporting people in my family to a family reunion there. I guess the toll was originally 4$. I have a transponder from Massachusetts but it must be a non transferable with new Hampshire. Please help. I'm willing to pay something but I imagine the bill is even larger than the 104$ at this point. My son is on his way to college at the end of the month and money is so very tight as it is. I thank you for your time.

  Business Response

  Date: 07/27/2023

  July 27, 2023
  **** *****
  *** ******* **
  *********** ** **********
  RE: Better Business Bureau (BBB) Complaint #********
  
  Dear **** *****:
  I am responding to your BBB complaint #********, received on July 27, 2023.
  Payment of $16.00 ($9.00 in administrative fees and $7 in tolls) must be received by August 24, 2023. Failure to
  respond with the payment by August 24, 2023, means that you have rejected our offer to resolve this matter. If you
  reject this offer the following will occur:
  ? The settlement offer to lessen administrative fees is withdrawn.
  ? In accordance with the Massachusetts Reciprocal Agreement your license and motor vehicle registration renewal
  privileges will be denied.
  ? Your E-ZPass account will be suspended until the matter is cleared. If the account is suspended, you must remove
  all transponders from your vehicles and pay cash in the lanes. If you utilize your account while it is suspended,
  you will incur unpaid transactions that will escalate to violations if not paid in full.
  ? If this matter remains unsettled for a year your account will be closed indefinitely. Any balance on the E-ZPass
  account will be applied to unpaid transactions.
  ? Failure to submit payment within 45 days may result in referral to the Office of the Attorney General for
  collection. If this matter is referred to the Attorney General’s Office for collection, we may seek payment of the
  tolls plus the full amount of administrative fees due.
  The payment should be made payable to NHDOT E-ZPass. Please note no personal or business checks will be accepted.
  We do accept cash, credit cards, money orders or certified bank checks. You may call the customer service center at 1-
  ###-###-#### to submit payment over the phone or visit a NH E-ZPass Walk-In-Center. DO NOT pay on-line or use the
  automated phone payment line as then fees cannot be waived.
  Sincerely,
  NH E-ZPass Customer Service 

• Initial Complaint

  Date:07/10/2023

  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 am a ez pass holder. Received a $53 bill for two "toll violations" that amount to $3 together. The remainder is "administrative fees". Invoice has no photo or any information about what the actual violation was. I have had my ez pass and same car/plate for ten plus years with no problems or "violations". "Violation" dates are Feb 18 & 20th of 2023. Seems like a scam.

  Business Response

  Date: 07/11/2023

  July 11, 2023
  **** * ********
  ** *** **
  ********* ** **********
  RE: Better Business Bureau (BBB) Complaint #********
  
  Dear **** * ********:
  I am responding to your BBB complaint #********, received on July 9, 2023.
  Upon review of the transactions, it was identified that the NH E-ZPass system read your MA transponder as your vehicle
  passed through the lanes. When NH requested payment of the tolls from MA E-ZPass it was denied, and violations were
  incurred.
  I am extending a settlement offer to resolve these outstanding violations and administrative fees totaling $50.00 for a lump sum
  payment of the outstanding tolls only.
  Payment of $3.00 in tolls must be received by August 11, 2023. If the payment is not received by the due date of August
  11, 2023, the following consequences will result:
  ? The settlement offer is void.
  ? In accordance with state law (RSA 263:56-f) your motor vehicle registration will be suspended. Operating a
  vehicle under suspension is a misdemeanor, which is an arrestable offense.
  ? Your E-ZPass account will be suspended until the matter is cleared. If the account is suspended, you must
  remove all transponders from your vehicles and pay online within 7 days, including the date of transaction.
  Any balance on the E-ZPass account will be applied to unpaid transactions.
  The payment should be made payable to NHDOT E-ZPass. Please note no personal or business checks will be accepted.
  We do accept cash, credit cards, money orders or certified bank checks. You may call the customer service center at 1-
  877-643-9727 to submit payment over the phone or visit a NH E-ZPass Walk-In-Center. DO NOT pay on-line or use the
  automated phone payment line as then fees cannot be waived.
  Sincerely,
  NH E-ZPass Customer Service

  Customer Answer

  Date: 07/11/2023

  
  
  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:06/27/2023

  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 having issues dealing with EZ Pass New Hampshire. I have gone in multiple times to the Portsmouth location for resolution for processing fees on my acoustic my. I brought my account to good standing, but fought the administrative fees. They have failed in all aspects of customer service and online service. I was told there is nothing o can do at the ex pass office, as they are a third part company. So I wrote a letter as recommended by the Portsmouth NH location. I guess in results they sent me a letter for settlement options, which I never received. I went back to Ez pass and paid my tolls fees but refused to pay the administration fees and was told to call their number. I have made several attempts and left messages and have not had a return phone call. Since then they have denied my access to ez pass online, which is a horrible process to deal with in the first place. I have since gone back to an ez pass location and requested another phone number to resolve this issue, because and I quote there is no person I can meet at the ekg to resolve this issue. That due to Covid most of these individuals still work from home.

  Business Response

  Date: 06/28/2023

  June 28, 2023
  ***** ** ***
  ** ******** **
  *** ******* ** **********
  RE: Better Business Bureau (BBB) Complaint #********.
  
  Dear ***** ** ***:
  I am responding to your BBB complaint #******** received on June 27, 2023.
  I am extending a settlement offer to resolve these outstanding violations and administrative fees totaling $458.00 for a lump
  sum payment of $123.00 in administrative fees, plus tolls and any negative account balance.
  Payment of $123.00in administrative fees must be received by July 30, 2023. If the payment is not received by the due
  date of July 30, 2023, the following consequences will result:
  ? The settlement offer is void.
  ? In accordance with state law (RSA 263:56-f) your motor vehicle registration will be suspended. Operating a
  vehicle under suspension is a misdemeanor, which is an arrestable offense.
  ? Your E-ZPass account will be suspended until the matter is cleared. If the account is suspended, you must
  remove all transponders from your vehicles and pay online within 7 days, including the date of transaction.
  Any balance on the E-ZPass account will be applied to unpaid transactions.
  The payment should be made payable to NHDOT E-ZPass. Please note no personal or business checks will be accepted.
  We do accept cash, credit cards, money orders or certified bank checks. You may call the customer service center at 1-
  ###-###-#### to submit payment over the phone or visit a NH E-ZPass Walk-In-Center. DO NOT pay on-line or use the
  automated phone payment line as then fees cannot be waived.
  Sincerely,
  NH E-ZPass Customer Service 
  

  
  

  Customer Answer

  Date: 06/29/2023

  
  
  Complaint: ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because: I called the number provided and they gave me a different amount of what was stated, and the amount of time to resolve the issue.  When I called there were 25 calls ahead of me, then I was disconnected.  Due to my work schedule as a federal police officer I didn’t have enough time to schedule with my chain of command to request the day off to actually go to an ez pass location.  The amount the individual stated was in the amount of $229.00.  I would have accepted the offer but due to work schedule, needed a few more days to schedule accordingly.
  
  
  
  Sincerely,
  
  
  
  ***** ***

  Business Response

  Date: 06/30/2023

  Mr. ***,

  The due date for your settlement is 7/30/23. Settlements may be paid either by contacting the Customer Service Center at ###-###-####.  Payments are also accepted at Walk-In Centers located in Rochester, Portsmouth, Nashua, and Concord.

   If you need further assistance, please call NHDOT at ###-###-####.  You will need to leave a message, but your call will be returned.  If you leave a time that is better for you to be contacted, we will accommodate it as best we can to alleviate any further inconvenience to you.

  NHDOT

• Initial Complaint

  Date:06/12/2023

  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.

  Trying to pay toll/invoice and can't find it online because I don't have an invoice number and every time I call to get help I get hung up on when i get through. I now owe a hundred something dollars on four 75 cent tolls. Issues with the website and the call center makes it very hard to find your invoices and/or get the help needed to pay them, maybe that's by design but it is very frustrating. you should be able to enter your license plate info and have all tolls and invoices available to see.

  Business Response

  Date: 06/16/2023

  *****,

  The system shows you have paid the 4 outstanding violations.  If you need further assistance, please call NHDOT at ###-###-####.

• Initial Complaint

  Date:06/07/2023

  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 is demanding I pay them hundreds of dollars in late fees. I have bank statements that prove I paid the tolls on time. EZ pass doesn't care, and is telling me to pay the ridiculous "administrative" fees or they'll suspend my license and registration. I showed them the bank statements at their concord offices, and they still did not waive the fees. This is absolutely wild, bordering on criminal extortion. If EZ pass does not get in contact with me and drop these fees, I will be filing a lawsuit. I'm in the fortunate position that my attorney is also my father in law, so it won't cost me a dime. I'll bet discovery will be fun, EZ pass!

  Business Response

  Date: 06/16/2023

  June 16, 2023
  ****** ******
  *** ********* ****
  ******** ** *****
  RE: Better Business Bureau Complaint #********
  
  Dear ****** ******:
  This letter is in response to your BBB complaint, #********, received on.
  We received an email from you on June 7, 2023 regarding outstanding toll violations.
  You stated that you had previously paid the violations online and sent in proof of payment. You are correct to say you
  made payments online via 7-Days to Pay. Your payments were applied as follows:
  ? 3/20/23: $8.00 for dates 3/14/23, 3/15/23, 3/16/23 & 3/17/23
  ? 3/3/23: $6.00 for dates 3/1/23 & 3/2/23
  A payment was also made at the Concord Walk-In Center:
  ? 2/17/23: $2.00 for 12/13/22
  A review of the information identified that there are an additional 33 open violation transactions with $445.00 in fees
  outstanding. Please find the attached spreadsheet that shows the dates of the violation transactions. The settlement you
  were provided on June 12, 2023 was to resolve these transactions.
  When an operator fails to pay the toll at the time of use or within 7 days, NH E-ZPass begins the invoice process to collect
  each unpaid toll. The first notice is mailed, requesting payment of the toll plus $1.00 fee, payable in 30 days. If the first
  notice goes unpaid, a second notice is mailed, requesting payment of the toll and $1.50 fee. If the second notice goes
  unpaid, each matter escalates to a violation. Then a third notice, a Violation Notice, is mailed requesting payment of the
  tolls plus the $25.00 fee for each violation. These fees are outlined in NH TRA 700 which must be approved by the
  legislature.
  I am extending a settlement offer to resolve these outstanding violations and administrative fees totaling $445.00 for a
  lump sum payment of $218.50 in administrative fees, plus tolls.
  Payment of $218.50 in administrative fees must be received by July 16, 2023. If the payment is not received by the
  due date of July 16, 2023, the following consequences will result:
  **** ** ****** ******** * * ***** ***** * **** *** *** * ******** *** ********* **********
  ********** ************ * **** ************ * **** ***** ** ************** * ********* *************
  ? The settlement offer is void.
  ? In accordance with state law (RSA 263:56-f) your motor vehicle registration will be suspended.
  Operating a vehicle under suspension is a misdemeanor, which is an arrestable offense.
  ? Your E-ZPass account will be suspended until the matter is cleared. If the account is suspended, you must
  remove all transponders from your vehicles and pay online within 7 days, including the date of transaction.
  Any balance on the E-ZPass account will be applied to unpaid transactions.
  The payment should be made payable to NHDOT E-ZPass. Please note no personal or business checks will be accepted.
  We do accept cash, credit cards, money orders or certified bank checks. You may call the customer service center at 1-
  877-643-9727 to submit payment over the phone or visit a NH E-ZPass Walk-In-Center. DO NOT pay on-line or use the
  automated phone payment line as then fees cannot be waived.
  Sincerely,
  NH E-ZPass Customer Service 
  

  
  

• Initial Complaint

  Date:06/06/2023

  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 have had 148 erroneous V-Toll charges from New Hampshire for my MA license plate ****** since June 2022. They all are reported as "E-ZPass V-Toll" transaction types from Hooksett Main and Bedford, but I was never present in that area on any of the reported dates. In fact, I was traveling abroad when the most recent transactions were posted on my account. This problem never occurred prior to June 2022.
  I am looking for full reimbursement for the erroneous charges and taking necessary steps to prevent such problem going forward.
  Attached please find a log of all disputed transactions exported from my account. Rows from pp1-4 are continued on pp5-8.

  Business Response

  Date: 06/06/2023

  Good afternoon

  In order to dispute these tolls, you will need to reach out to the agency that holds your E-ZPass account. They will submit a request for credit, and upon approval they will credit your account.  I do not have access to any non-NH accounts, thus unable to directly credit your account.

  Customer Answer

  Date: 06/06/2023

  
  
  Complaint: ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because: EZPass MA doesn't allow disputing charges older than 90 days. As a result, I'm stuck with several hundred dollars of erroneous charges from NH DOT. If necessary, I'll share relevant details of the account if you need to coordinate your actions with your colleagues from MA to resolve this problem. Also, I requested to implement necessary steps to prevent this problem going forward, since new charges continue to appear on my account almost on daily basis. Considering that this persistent problem with multiple MA EZPass accounts was broadly reported back in September 2022 by several Boston-area TV stations, failure of NH DOT to proactively resolve the underlying technical issue constitutes negligence.
  
  
  
  Sincerely,
  
  
  
  ***** *********

  Business Response

  Date: 06/14/2023

  For background on electronic tolling, various tolling states
  use the E-ZPass electronic tolling system, which is interoperable between the
  states.  However, each state’s electronic tolling system is operated and
  controlled separately by each state.  NH cannot access a MA E-ZPass
  account or the accountholder’s information, and MA cannot access a NH E-ZPass
  account or accountholder’s information.
  
  The BBB reached out to Turnpikes on 6/6/2023 regarding the
  ************’ issue.  Turnpikes responded the same day, advising the BBB that since the *********** are MA E-ZPass
  accountholders, they had to reach out to MA E-ZPass for the toll
  credits/refund.  Contrary to the ************ position that NH’s
  communication was “a flat-out rejection,” NH’s response instructed them on how
  to properly dispute the toll charges.  Although it may feel like it, the
  *********** were not being given the round around.  Simply put, NH is
  unable to access or credit their MA E-ZPass account.  Since NH E-ZPass and
  MA E-ZPass are separate entities, the refund process for an out-of-state
  account user requires that the *********** contact MA E-ZPass, MA E-ZPass will
  reach out to NH, who then reviews the toll charges and approves or denies the
  credit.  If approved, NH passes the credit to MA through the states’
  reciprocity process and MA will credit the customer’s MA E-ZPass account. 
  This process is part of an Interagency Agreement, Dispute Policy.
     
  
  Per the same policy, agencies may dispute “transactions
  which occurred during the most recent three calendar months plus the current
  month of the settlement period (90 days + current).”  But agencies
  can request an exception and submit or approve dates outside that
  parameter.  (Customers should be reviewing their statements so issues like
  this do not continue for a prolonged time.)
  
  Regarding the ***********’ erroneous toll charges, MA
  E-ZPass submitted a claim to NH for transactions from 2/1/2023-5/4/2023, (per
  the states’ agreement for transactions of 90 days plus current) and upon
  review, NH approved the claim.  The ************ should check their MA
  E-ZPass account for the credit. (I am not clear on the timeline when the credit
  will appear.)  Also, if MA submits the earlier transactions (pre-February
  2023), NH can review them.
  
  The plate issue:  unfortunately, the *********** plate
  number is identical to another plate number that is an
  apportioned plate type.  New England states have historically issued
  duplicate plate numbers to different plate types, which is the issue here.
   The actual user of the NH Turnpike System has a plate number that is
  identical to the ***********’ plate number, but a different plate
  type.   A system is being developed and tested for improved automatic
  review of plate types.   In the meantime, these two plates with the
  same number have been added to the system, which will
  force the plate to be manually reviewed instead of automatically
  reviewed.  This should prevent future issues for the ***********. 
  However, they should continue to monitor their statements, which accountholder
  should do normally.
  

  Customer Answer

  Date: 06/20/2023

  
  
  Complaint: ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because: I don't know how the NH DOT manual review process is supposed to work, but I've had 6 additional VToll charges from NH DOT posted to my account since June 1st - see screenshot of my account attached. When will I stop seeing these transactions randomly popping up on my account? Also, the detailed information in the latest NH DOT response was prepared in response to an inquiry from a local Boston-area TV station that I was forced to contact due to lack of responsiveness from the states' DOT agencies (both in NH and MA). If I want to contact NH DOT on my own behalf to review and discuss the charges posted on my account, as well as corresponding disputes and refunds, how can I do it without being shoved between agencies if I'm not enlisting help from a TV reporter? I'm extremely grateful to Ryan for taking on this story, but this can't be the normal consumer-focused process.
  
  
  
  Sincerely,
  
  ***** *********

  Business Response

  Date: 06/23/2023

  NH has provided MAE-ZPass the approval needed to credit your account for these transactions.  Please watch your MAE-ZPass account for the credits.

  Customer Answer

  Date: 06/26/2023

  
  
  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.
  

  One thing to note - the KPP implementation still allows for erroneous transactions to be posted on my accounts. The latest one was from June 13 - please see the attached screenshot from my EZPass account.
  
  
  
  Sincerely,
  
  
  
  ***** *********