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:06/22/2025

  Type:Customer Service 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.

  The past few years I have been in a depression post divorce as I am unable to keep up with my bills. I recently started trying to dig myself out of this hole. Over the past several months I have spoken with several people to try to help. I was able to pay $900 and was given a settlement offer which waived the processing fees - I was to pay all toll fees. I borrowed money from my mom to pay it off but was informed I was still responsible for some of the processing fees. I am unable to pay anything more than what I gave as I am currently paying my mom back. Not a single person has been able or willing to help me.

  Business Response

  Date: 07/08/2025

  Please see attached letter.

• Initial Complaint

  Date:06/18/2025

  Type:Customer Service 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 been trying to pass my tolls for a while. i have paid all the overdue tolls and am left with $5190.50 in fees. They offered $1674.50 for a settlement. Are you able to get this any lower? I have been struggling for a while and am not sure how to pay this.

  Business Response

  Date: 06/23/2025

  Please find the attached settlement letter.

  Customer Answer

  Date: 06/30/2025

   
  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:05/22/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a notice in mail on 5/21/25 that my registration would be revoked on 5/20 if I did not resolve my balance with EZPASS. A little late arriving to my doorstep but... fine.n My husband and I are on the same account to which his ****************** account reflects all invoices for both of us paid. So I called EZ Pass to explain the issue and spoke with a nice gentleman who told me my settlement balance was $1,812.96 and I needed to pay it by 5/23/2025. I didn't understand why I even had a balance if our account is paid in full already. So I walk into the ********** location, the nice woman there pulled up all the information and said that there was something popping up with my account and they needed to open a case with someone. I was told to expect a call from someone who could explain what was going on but was asked if I wanted to pay any past due tolls in the meantime. I said. "Sure." $696 later.... I never got a phone call with details or updated settlement. So I called the EZ pass customer service line and now I'm being told I owe $1900+!!!!! This is absolutely outrageous and all of these invoices are under my husbands old license plate, but somehow MY registration is the one being suspended. This is an atrocity and highway robbery at best. We can't even get into my husbands account to see any paid invoices or anything not that that's information provided on their website anyways. I want answers!!!!

  Business Response

  Date: 05/28/2025

  Ms. ********,

  It was identified that you have already worked with ***** to resolve the issue.  If that is not the case, please let us know.

  NHDOT

  Customer Answer

  Date: 05/28/2025

   
  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:05/02/2025

  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.

  This is regarding having an ez pass account for years and making an innocent mistake about putting passenger instead of vanity plate. Due to this my daughter in the account incurred $102.50 in toll violations and then the state proceeded to add $2216 in fees this is insane and not even right . Never did the app provide any such information in the section violations any and no letters were received until the fees were already added. This is stealing from NH residents behind their backs. I have reached out to several people including *************** Director of DOT etc and No one is getting back because this is stealing from the vulnerable residents that reside in the state of **. Im so beside myself that all these complaints are not initiating an investigation to this department and what they are doing! I need a resolution to this and it keeps getting bounced around so she can occur more fees daily due to negligence of investigation . This is a real problem and happening to many . The stress is taking a toll on my daughters health and during these difficult times its just embarrassing to live in a State that could do this . *****

  Business Response

  Date: 05/07/2025

  Ms. ********,
  Upon review of the information, it was identified that the violations were incurred from three issues:
  Not having a transponder properly mounted in the vehicle
  Not listing all license plates on your account
  Not listing the correct plate types for all license plates listed on your account
  
  When a vehicle passes through the E-ZPass system and no transponder is read, the license plate is used to identify a valid account.  If a plate is not listed or listed with the incorrect plate type, then it cannot be correlated with a valid account and a violation is incurred.  It should be noted that if a transponder is not properly mounted according to the instructions provided with it, NH E-ZPass can not guarantee a proper read by the system.
  
  Once a violation I incurred, the plate is used to identify the registered owner so an invoice can be issued.  NH E-ZPass requests the registration information from NH DMV.  Once the information is obtained, NH E-ZPass issues invoices in tiered method.  The first invoice is issued for the toll,plus a nominal processing fee of $1.00, with 30 days to pay.  Should the invoice remain unpaid after 30 days, a second invoice is sent (on pink paper to grab attention), again for the toll and a nominal $1.50 processing fee, also with 30 days to pay.  If the second invoice remains unpaid after the additional 30 days, a third and final invoice is issued for the toll, plus a $25.00 administrative fee.  There are 101 violation transactions incurred with two plates registered to your daughter,14 of which are still at the processing fee level.  To date 85 invoices have been issued regarding these violations.
  
  NH DMV allows the same plate information to be listed on different plate types.  For example, ABC123 could be a vanity plate, or a Veteran vanity plate, or a vanity conservation plate, a vanity antique plate, etc.  It is important that the customer has the correct plate type listed with their plates to avoid incurring any violations. Plate types are easily identified on your vehicle registration.
  
  Further investigation identified that you have added vanity plates to your account via the website for several different plates.  When plates are added to accounts via the web there is a blue link which brings you to page of plate types with pictures to refer to and a drop-down menu that requests a plate type to be selected.  When you added the plate via the web you selected the incorrect plate type and according to the account history this has happened every time you added a vanity plate via the web.  **************** has corrected the errors each time you contacted them.
  
  You stated in your complaint that you have reached out to several people, yet no one has responded to you.  However, during the extensive examination of your account information it was discovered that both NH E-ZPass and NHDOT have been in touch with you.  On 3/8/25 NH E-ZPass responded to your inquiry about an invoice you received.  On 5/5/25 NHDOT returned your call and gave you a complete explanation if the violations and how they were incurred.  ***** offered you a settlement, reducing the fees from $2,216.00 to $141.00, plus the outstanding $102.50 in tolls.  ***** also provided you with a 4-month payment plan to help you resolve the matter.
  
  Please refer to the attached settlement letter that outlines the payment arrangement you agreed to on 5/5/25.

  NHDOT

• Initial Complaint

  Date:04/17/2025

  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.

  Your website is useless, as is the phone number to call. I keep getting notices from you regarding a negative balance in my account. I use the transponder and email on your website and it doesnt not recognize it. I have emailed at least three times and all I get is call or show up at one of our sites. I live in **** and work full time and I have limited t8me free to address this. What is the problem exactly? I no longer live in **. If I get a citation in Mass I go o line and pay it. I will dispute any amount you plan or charging me in penalties due to,the fact that no one answers your phone. As we speak Ive been on hold for one hour. Two years ago I got ahold of an agent who assured me I was all set and my ex pass would be replenished when needed.

  Business Response

  Date: 04/18/2025

  Ms. *****, 

  When reviewing your account the following was identified:

  2/27/25 CC decline

  2/7/25 CC decline email sent to the email address on file in your account

  2/28/25 Problem account email sent to the email address on file in your account

  3/2/25 CC decline/negative account balance letter sent post mail

  3/11/25 monthly statement emailed to the email address on file in your account

  3/30/25 Problem account letter/negative account balance letter sent post mail

  3/31/25 you entered a customer request for help via the E-ZPass website

  4/3/25 **************** responded advising you to call for help

  4/3/25 you entered a customer request for help via the E-ZPass website

  4/6/25 **************** responded with information on how to log in via the website

  4/8/25 you entered a customer request for help via the E-ZPass website

  4/10/25 **************** responded with information on how to log in via the website

   4/17/25 **************** contacted you changed your password to the new one you supplied & the negative account balance was paid

  At this time, we cannot find any outstanding violations or money due, and it appears that your issue has been resolved.

  NHDOT

   

   

   

   

   

• Initial Complaint

  Date:04/17/2025

  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 was giving an outrage balance of my account. they were charming me interest and penalty when i had money in my account.please look into this and hopelessly we can come into a solution. i live paycheck to paycheck, and can not afford to pay this outrage amount. i hope that you will consider to void the amount.please help me take care of this situation, it will be gratefully appreciated.

  Business Response

  Date: 04/18/2025

  Please see attached letter

• Initial Complaint

  Date:04/10/2025

  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 feel silly about complaining here because the total in question amounts to only $2. However, the lack resolution is the issue. On Sunday, 4/6, at approximately 11:00 PM I drove from ****** to my home in ***** and travelled through the New Hampshire toll plaza in *******. When I went to pay the $2 fare in cash, there was to toll collector to take the money. On the screen, i was instructed to proceed on my way to contact the ** EZPass the following day. I did this on Monday, 4/7, but the website would not accept my payment of $2. When I returned to the website the following day the toll had increased to $4. On Thursday, 4/10, I contacted the ** office by phone and was told there was nothing that could be done other than waiting for the bill (which would have included another dollar charge) and then disputing it. Rather than go through all of this, I decided it was simpler to just pay the $4 charge. I just paid this amount. My concern is that the ***************** may be doing this to other customers.

• Initial Complaint

  Date:03/25/2025

  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.

  EZ ******** administrative fee structure is unreasonable and places an undue burden on users. I encountered significant difficulties accessing my EZ Pass account due to its excessive security measures, which are more stringent than those of my own bank.Upon calling EZ Pass NH to resolve my outstanding balance, I was informed that I owed $74 in tollsbut was also facing an additional $900 in administrative fees. While I promptly paid the tolls, I explained to the customer service representative that I am pregnant and cannot afford such exorbitant fees. In contrast, when addressing a similar issue with ****** toll system, their customer service team was accommodating and immediately waived the fees when I offered to pay my balance in full.The practices of EZ Pass NH are deeply concerning, and the imposition of such excessive fees is both exploitative and unreasonable. A more fair and customer-oriented approach is necessary to ensure that individuals are not unfairly burdened with disproportionate penalties.

  Business Response

  Date: 04/08/2025

  Ms. *******,
  Upon review of the information, it was identified that there are 37 open violation transactions that were incurred due to utilizing the E-ZPass system with an invalid transponder (from ***** and more recently from *************).  At the time of the transactions, ** requested the toll funds from ***** or ************* (depending on the transponder used at the time of the transaction).  However, the toll payment was declined, and a violation was incurred for each of the 37 transactions. When transponder is read invalid, the license plate is used to locate the owner of the vehicle so that an invoice may be sent. The invoices are sent to the address you have on file with the *** (MA), BMV ME), or DMV (NH) at the time of the transactions.

  
  NH E-ZPass then issued an invoice for each transaction.  The invoices are sent in tiers with escalating fees (as noted on each invoice.  The first invoice was sent for the toll, plus a nominal fee of $1.00 with 30 days to pay.  Should the invoice not be paid by 30 days, a second invoice is issued (this one is on pink paper) for the toll, plus a $1.50 processing fee, and another 30 days to pay.  Should the second invoice also remain unpaid by 30 days, a third and final invoice is sent for the toll, plus a $25.00 administrative fee. 
  

  At this time, NH E-ZPass is extending an offer to resolve these violations and administrative fees.  Please see the attached letter.

  Customer Answer

  Date: 04/08/2025

   
  Complaint: 23114717
  
  I do not accept the business's response as a resolution to my complaint because: I have already gone ahead and taken care of the pass due tolls when I made the initial call. $250 in fines is absurd on a $72 toll. 
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 04/09/2025

  Ms. *******,

  You traveled through NH tolls 14 times with an invalid Me E-ZPass account and 19 times with an invalid MA E-ZPass account, that is 37 times in which the tolls went unpaid.  The dates are listed below:

  ME transponder reads:

  9/22/21-11/8/21

  7/8/22-7/18/22

  MA transponder reads:

  1/13/24, 1/14/24, 2/9/24, 3/8/24, 3/15/24, 6/16/24, 7/5/24-8/11/24, 11/14/24, AND1/5/25.

  On each of these transactions, NH E-ZPass requested funds for the tolls.  All 37 times the payments were declined.  When payment is declined, the transaction then becomes a violation, and the license plate is used to locate the vehicle owner so that an invoice may be sent.  You were issued a total of 38 invoices regarding these violation transactions, all of which followed the 90+ days of the invoice process, allowing you ample time to resolve them prior to the fees escalating to the current balance of $901.50.  We have reduced the fees to $250.00 based on the reciprocity rules between NH, ME, and MA.  Once the settlement is paid, the remaining fees will be waived.

  NHDOT

   

  Customer Answer

  Date: 04/10/2025

   
  Complaint: 23114717
  
  I do not accept the business's response as a resolution to my complaint because: I have paid the outstand tolls for *****, **, and **. MA and ME were both more than accommodating. Waiving the fees since I paid the tolls in full on my call into them. From what I can see NH is extremely unreasonable in accommodating anyone.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:03/24/2025

  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 received an EZ pass bill from past tolls with late fees amounting to $206 on february 28th. The original tolls due were $6 for that specific notice. I disputed the astronomical fees and wrote a check for $6, which was sent on march 6th. That check was cashed by EZ pass so I was under the impression it was accepted. I recieved a second notice on march 8th with additional tolls from a later date totaling $4 for the original tolls due. I received a notice today (march 24th), that was sent by EZ pass on march 13th. The notice stated my dispute was rejected and now the total amount due has almost tripled to $623.50. They are now threatening to suspended my registration and driving privileges if it's not paid within 7 days. It's been longer than 7 days, I just received the notice today. Why would they cash the check from the dispute letter if it was not accepted? This is an almost *****% increase from the actual tolls that we owe. We have a small child at home and I'm trying to resolve this so we don't get in trouble. It wasn't until we disputed the charges that they started to threaten to suspend our registration and licenses. This needs to be resolved, we need to use this vehicle and I've made an attempt to resolve this already, the check was cashed, and then apparently the dispute was rejected. If it was rejected why wouldn't they send back the rejected amount? I need EZ pass to contact me so we can make a realistic resolution to this bill.

  Business Response

  Date: 04/08/2025

  ******** ********-*********,

  Review of the information showed that there are 33 violation transactions incurred from utilizing the E-ZPass system without an account.

  The Turnpike System is a user-based fee system, operated and maintained solely with toll revenue. Those who choose to use the System must pay the tolls at the time of use. While the Turnpike System is normally the easier and faster route of travel, if someone cannot afford the tolls or chooses not to pay the tolls, they must use alternative non-toll roads.  When using the Turnpike System, there are several payment methods that do not incur fees:  cash, pre-funded NH E-ZPass account, pre-funded plate account, or pay within 7 days of transaction date.  The ability to pay the toll within 7 days without any additional fees is posted on large signs at the toll facilities.  

  As a non- E-ZPass accountholder, you are required to pay the tolls at the time of use.  When an operator fails to pay the toll at the time of use or within 7 days under the 7 days to pay program, NH E-ZPass begins the invoice process to collect each unpaid toll. The invoices are sent in tiered process.  The first invoice is sent for the toll, plus a nominal $1.00 processing fee with 30 days to pay.  If after 30 days the invoice remains unpaid, a second invoice (pink paper) is sent for the toll and $1.50 processing fee, with another 30 days to pay.  Should the invoice remain unpaid after the additional 30 days, a third and final invoice is sent for the toll, plus a $25.00 administrative fee.  NH E-ZPass has sent 26 invoices with regard to the unpaid violation transactions.  It was also identified that you had previously incurred copious amounts of violations and received a multitude of invoices, so you are aware of how the process works.

  NH E-ZPass is extending a settlement to resolve the open violations and fees.  Please see the attached letter.

• Initial Complaint

  Date:03/07/2025

  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.

  NH EZ Pass is a scam I receive mail from every other state I have traveled over the past 6 months but none from NH where I happen to live. Then all of a sudden, I get mail 2 days in a row from them. One being for $7.50 which I was going to pay but then the following day I get one for $104 for $4 worth of toll charges. If I would have received the bill sooner, I would have certainly paid the amount owed but its like they delay sending invoices then slap on ridiculous fees . Nowhere in the world should $4 in tolls turn into $104 especially when the option to pay at a booth is no longer available and they delay sending out the bills. I know im screwed and will end up having to pay this ridiculous fee but something has to change NH your getting rich off people by misleading and technically scamming by not allowing proper billing time before any additional fees

  Business Response

  Date: 03/14/2025

  Please find the attached letter.

  Customer Answer

  Date: 03/14/2025

   
  Complaint: 23033416
  
  I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as *************************************** did not respond it just said thanks for reaching out . Nothing else 
  Sincerely,
  
  ******* *******

  Business Response

  Date: 03/18/2025

  March 14, 2025
  
  ******* *******
  ********************
  *******************
  
  RE:  Better Business Bureau (BBB) Complaint #********
  
  
  Dear ******* *******:
  
  I am responding to your BBB complaint #********, received on March 10, 2025.
  
  I am extending a settlement offer to resolve these outstanding violations and administrative fees totaling $100.00 for a lump sum payment of $6.00 in administrative fees, plus all outstanding tolls.
  
  Payment of $12.00 ($6.00 in administrative fees and $6.00 in tolls) must be received by March 28, 2025.  If the payment is not received by the due date of March 28, 2025, 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 ***** 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 ************** 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 Answer

  Date: 03/20/2025

   
  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.
  Thank you so much for that decision I will be making the payment today and also getting a transponder to prevent this from happening in the future 
  Sincerely,
  
  ******* *******