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:01/19/2024

  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.

  I am a local travel registered nurse . I received a bill for unpaid tolls which are $1.00 each toll . All of which were after hours because the tolls were not open at the time I got out of work . They also charged me 25 for each toll which is absolutely outrageous, it’s not my fault the tolls close .total 104 . R u kidding me?

  Business Response

  Date: 01/23/2024

  Please see attached letters.

• Initial Complaint

  Date:01/12/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I thought I had a working transponder, but went to renew my registration and there is a hold with EZpass NH. I was informed that I have a $2,800 balance of which $700 are actual tolls from back in 2021. I am on the verge of losing my job due to lack of transportation because I can’t register my car. I cannot afford the fees.

  Business Response

  Date: 01/19/2024

  Ms. **********

  While researching your information it was identified that you have already resolved the issue with NH E-ZPass and no longer have any outstanding violations.  If you need any further assistance, please contact NHDOT at 603-485-4641.

  NHDOT

• Initial Complaint

  Date:01/12/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  - Transaction date: 10/13/2023
  - PAYMENT date:10/14/2023
  - Amount of money paid: $4.00 (The responsibility was fulfilled immediately, the next day.)
  - The nature of the dispute: EZPass NH claims, for the third time, that the toll was not paid, even though it WAS paid, and the receipt has been sent twice to their mailing address. The second time, it was sent via certified mail (signature required). I just got the bill for the third time, again, today, demanding that it be paid, including processing fees.
  - Whether the business has tried to resolve the problem: Based on the fact that I have communicated and submitted receipt and additional paperwork twice, including a signature required package, it does not seem that the business has tried to resolve the problem, since I just received the bill once again today for the third time, with no message inside the bill about having looked into it. It seems that the two times that I have sent proof (receipt and paperwork), it has either been discarded or disregarded. I have also tried calling customer service, and there is not a response, as I have remained waiting long times for a representative.
  - INVOICE: ********14718
  - "Unpaid" Transaction Number: ********14718-00001 and ********14718-00002
  - TRACKING NUMBER (CERTIFIED MAIL): **************36837378
  
  EZPass seems impossible to reach, and they will continue to send a bill, adding (processing) charges. It is not my fault that the agency is not organized, and is not able to confirm payment. I HAVE AN ELECTRONIC MESSAGE FROM EASY PASS CONFIRMING THE PAYMENT. The point here is not the amount of money. I could simply just "cut my losses" and pay to stop them from bothering me again, but it is unacceptable to me. I do. not owe them anything, so I shouldn't be made to pay twice for something that was paid in a timely fashion.
  
  I hope that you can assist.

  Business Response

  Date: 02/07/2024

  Ms. *******,

  The issue stemmed from information that was input in the 7-Days-To-Pay method.  On 10/14/23 payment of $4.00 was submitted for the two transactions occurring on 10/13/23.  However, the license plate state information was incorrect - license plate NH - ****** was submitted. 

  The correct plate was ME - ******.  The system was unable to match your payment because the plate information did not match.  Due to the incorrect information an invoice was generated for the ME ****** license plate. There are many plate numbers that are the same due to mulitple plate types (found on vehicle registrations) and different states.  It is important to be sure all pertinent information is correct when submitting the 7-Days-To- Pay in order to avoid payment delays.

  We have located the $4.00 payment you submitted on 10/13/23 and it is being processed for a refund.

  NHDOT

• Initial Complaint

  Date:01/08/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am being charged $88.50 in erroneous fees.
  
  I made a payment to EZ Pass on October 13th, 2023, via the EZ Pass phone line. At that time, I assumed (and was assured by the agent) that my unpaid tolls were resolved.
  
  Upon making a similar payment on January 5, 2024, I was informed that there is $88.50 worth of violations stemming from two unpaid tolls, dated September 2nd, 2023 and September 14, 2023.
  
  I'm not sure why I would be penalized for the incompetence of your employees (not to mention the inadequacies of the janky, antiquated website).
  
  I have contacted NH Department of Transportation to no avail, leading to my decision to report EZ Pass to the BBB.
  
  Please resolve ASAP.

  Business Response

  Date: 01/08/2024

  Mr. *******

  Please see the attached spreadsheet that identifies the dates of your violation transactions and the corresponding payment dates.  When payments were remitted, the staff was correct in telling you that all outstanding violations were cleared.  The outstanding violations are after all your payments had been completed with the Customer Service Center and are still due.

  NHDOT

  Customer Answer

  Date: 01/10/2024

  
  
  Complaint: ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because: 

   

  The cited document clearly shows a payment on 10/13/23.

  The $25 violations are for tolls dated 9/2/23 and 9/24/23.

  When the payment was remitted on 10/13/23, the staff was incorrect in telling me that all outstanding violations were cleared

  
  
  
  Sincerely,
  
  
  
  *** ******

  Business Response

  Date: 01/18/2024

  Mr. ******* 
  
  It takes approximately 2-4 weeks for a violation transaction to post.  First, the transaction sits in the 7-days to pay pool looking for a match to information input by customers.  The clock begins the moment you go through the tolls. If the transaction is matched to the data input by the customer, the toll is paid without any fees incurred.

  Once the 7 days has passed and the transaction is not matched to any 7-days to pay data, the transaction then goes to image review to begin the process of locating an account, approximately 1-14 days.  If an E-ZPass account is not found, then E-ZPass requests the registrant information from the DMV for the license plate.  Once that information is received, an invoice is generated and sent to the registered owner of the vehicle.  

  When invoices are generated, the first goes out for the toll, plus a $1.00 processing fee with 30 days to pay.  Should the invoice not be paid within the 30 days, a second invoice (on pink paper to grab your attention) for the toll, plus a $1.50 processing fee and another 30days to pay.  If the second notice remains unpaid, a third and final invoice is sent for the toll, plus a $25.00 administrative fee.

  You do not have an E-ZPass account and although you made attempts to pay through the 7-days to pay process, you travel through the tolls a great deal and have not always submitted the information within the 7-days' time frame, for ALL transactions. 

  There was a payment on 10/13/23 for $8.00 in tolls and $8.00 in fees. the transactions on 9/2/23 and 9/24/23 had the first invoice posted to the account on 10/16/23, three days after your payment.  The second invoice was posted on 11/28/23, and the third invoice posted on 1/5/24. 

  It has been noted that you made a payment for all outstanding tolls and fees, except for the two $25.00 fees.  At this time, we will waive the remaining fees as a one-time courtesy.  However, going forward, there will be no further waivers as you have previously had more than the maximum waivers allowed.
  
  NHDOT

  Customer Answer

  Date: 01/19/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ******00, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  *** ******

• Initial Complaint

  Date:12/27/2023

  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 am writing this because I have been trying to remove *********** ******** from my account. I have removed him once before but unfortunately, easy pass did not do so. I am being held responsible for fees that are not involving my car. He has not paid his tolls because I have been receiving paperwork and I am not sure how he is still on my account. I have called several times to remove him from my account. Unfortunately I have got email saying I am being held responsible for a car I don’t own. I have not been involved with him and would appreciate it if I was removed from all of these fees. I am very upset because this has caused me to not be able to get a E-ZPass of my own. There are over $800 of fees. Hopefully we can come to a resolution and I can be removed from his account. *********** has also not received paperwork because this is in my name. This has got out of control and I am not sure how this has happened

  Business Response

  Date: 01/12/2024

   

  Ms. ********

  Review of the information identified following:

  4/27/18:  *********** ******* was added to your account during a call to the CSC initiated by you.
  8/14/18:  License plate ****** (registered to ***********) was added to your account during a call to the CSC initiated by you.
  1/14/19:  A settle**nt was issued to you and *********** regarding outstanding toll violations; you contacted the CSC on 3/15/19, 8/30/19, 9/30/19 regarding the settle**nt. 
  5/20/20:  *********** contacted the CSC regarding the violations incurred, he paid the outstanding tolls, requesting 2 new transponders and was given information on how to dispute the remaining violation fees.
  1/19/22:  The settlement was cleared by *********** and license plate information was updated with a ** plate registered to you and a ** registered to him.
  9/2/22:  *********** contacted the CSC regarding new violations being incurred caused by an unfunded account, only tolls were paid and information on how to dispute was given.
  2/11/23:  The next contact from either of you was when *********** called the CSC and paid the outstanding tolls from 2022 and took information again to dispute the remaining fees.  
  11/2/23: *********** contacted the CSC and paid additional tolls that had been incurred since his last call in February.  He was provided with the information on how to dispute.
  11/2/23:  NHDOT received an email from ***********; he was sent a settlement on 11/21/23.
  11/21/23:  The CSC received 2 separate calls, one from *********** and one from you.  You both were given the DOT phone number to discuss his settle**nt.
  12/22/23: *********** contacted the CSC and was advised again to contact NHDOT. 
  12/26/23: Both you and *********** contacted NHDOT and information about the account, what caused the violations, what was due, etc. had been provided to you both.

  NHDOT will have ***********'s name and license plate removed from your account as requested.  However, we are unable to close the account until the settlement is resolved.   
  

  You are not responsible for ***********'s violations, but the violations will remain on the account because they were incurred while his name and license plate were listed.  

  Once resolved, the account may be closed or reinstated as you wish.

  Please find attached a settlement letter for ***********.
  

   

• Initial Complaint

  Date:12/21/2023

  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.

  In September 2023 I received notification that I had several unpaid bills with a very colorful envelope which is why I opened. I called and spoke to someone. I had an idea as to what was going on and wanted to correct the issue. Due to my license plate bubbling up I got a new one at the end of June so this was my assumption. The person on the other end of the line said that this was indeed the case and once corrected the bills would be taken care of since I was setup with my credit card for the Ezpass. I immediately updated the license and thought nothing of it since I was seeing charges hit my card now that I was checking since I did not want any further issues. In November I got another colorful envelope from ezpass and opened it to see a very hefty bill all from admin fees for the violations and also a notice that my transponder wasn’t working. So I went to the nhezpass office. I spoke with the woman at the counter and let her know what was going on (she was very friendly and professional) and she let me know that all of my bills where paid minus the original issue ones which I was told would be fixed. I was told to email with what happened and that the violation charges most likely be taken care of and asked if I wanted to pay for the tolls that where showing which I did. She also said my ezpass transponder was probably dead and gave me a new one. I asked why do the lights turn green each time I go through and she said they always turn green now even if the transponder is dead since they don’t want people stopping on the roads. To me this doesn’t make sense since I would hope no one just stops for a red toll light and is smart enough to roll through and just call after. I then left and immediately emailed from my phone on the same day which was 11/27/2023. I just received an email back on December 18th stating pay 148 now vs. 247. Not sure why I should pay anything when I tried to fix in the beginning and a poor system to know transponder dead.

  Business Response

  Date: 12/26/2023

  Please see attachments

  Business Response

  Date: 12/26/2023

  Please see attachments

  Business Response

  Date: 12/26/2023

  Please see attachments

  Business Response

  Date: 12/26/2023

  Please see attachments

  Business Response

  Date: 12/26/2023

  Please see attachments

  Customer Answer

  Date: 01/01/2024

  
  
  Complaint: ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because: I appreciate the timely response however I am not satisfied with it for two reasons.  Reason 1- I rarely use the tolls and found out there was an issue via Mail with fines attached and immediately called to see what needed to be done which was update the plate which I did.  The problem I have with that is the person I spoke with said the issue would be resolved and the penalties would be paid with the update. Yet they continued.    Reason 2- is the fact that you have admitted that the lights stay green despite issues with the transponders due to people stopping which I agree is a safety hazard should people do this.  However, how would anyone have a clue that yellow and red have turned off and only green works. That safety net for people to use to know of an issue was eliminated. If something was mailed out and I missed it let me know and I will reverse my stance on that part.  I have already taken care of the penalties prior to your answer since I did not want to chance exceeding the time limit given. I take ownership in my part but am disappointed that you cannot do the same for an employees poor communication via the call center and no communication as far as I know regarding the lights.  I will give a compliment to the folks in the Portsmouth office as they where very pleasant and easy to work with on my two visits. They where also very professional with some other customers that where not the friendliest to deal with for your staff. So hats off to those employees in the office.  
  
  Sincerely,
  
  
  ******* **********

  Customer Answer

  Date: 01/01/2024

  
  
  Complaint: ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because: I appreciate the timely response however I am not satisfied with it for two reasons.  Reason 1- I rarely use the tolls and found out there was an issue via Mail with fines attached and immediately called to see what needed to be done which was update the plate which I did.  The problem I have with that is the person I spoke with said the issue would be resolved and the penalties would be paid with the update. Yet they continued.    Reason 2- is the fact that you have admitted that the lights stay green despite issues with the transponders due to people stopping which I agree is a safety hazard should people do this.  However, how would anyone have a clue that yellow and red have turned off and only green works. That safety net for people to use to know of an issue was eliminated. If something was mailed out and I missed it let me know and I will reverse my stance on that part.  I have already taken care of the penalties prior to your answer since I did not want to chance exceeding the time limit given. I take ownership in my part but am disappointed that you cannot do the same for an employees poor communication via the call center and no communication as far as I know regarding the lights.  I will give a compliment to the folks in the Portsmouth office as they where very pleasant and easy to work with on my two visits. They where also very professional with some other customers that where not the friendliest to deal with for your staff. So hats off to those employees in the office.  
  
  Sincerely,
  
  
  ******* **********

  Customer Answer

  Date: 01/01/2024

  
  
  Complaint: ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because: I appreciate the timely response however I am not satisfied with it for two reasons.  Reason 1- I rarely use the tolls and found out there was an issue via Mail with fines attached and immediately called to see what needed to be done which was update the plate which I did.  The problem I have with that is the person I spoke with said the issue would be resolved and the penalties would be paid with the update. Yet they continued.    Reason 2- is the fact that you have admitted that the lights stay green despite issues with the transponders due to people stopping which I agree is a safety hazard should people do this.  However, how would anyone have a clue that yellow and red have turned off and only green works. That safety net for people to use to know of an issue was eliminated. If something was mailed out and I missed it let me know and I will reverse my stance on that part.  I have already taken care of the penalties prior to your answer since I did not want to chance exceeding the time limit given. I take ownership in my part but am disappointed that you cannot do the same for an employees poor communication via the call center and no communication as far as I know regarding the lights.  I will give a compliment to the folks in the Portsmouth office as they where very pleasant and easy to work with on my two visits. They where also very professional with some other customers that where not the friendliest to deal with for your staff. So hats off to those employees in the office.  
  
  Sincerely,
  
  
  ******* **********

  Customer Answer

  Date: 01/01/2024

  
  
  Complaint: ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because: I appreciate the timely response however I am not satisfied with it for two reasons.  Reason 1- I rarely use the tolls and found out there was an issue via Mail with fines attached and immediately called to see what needed to be done which was update the plate which I did.  The problem I have with that is the person I spoke with said the issue would be resolved and the penalties would be paid with the update. Yet they continued.    Reason 2- is the fact that you have admitted that the lights stay green despite issues with the transponders due to people stopping which I agree is a safety hazard should people do this.  However, how would anyone have a clue that yellow and red have turned off and only green works. That safety net for people to use to know of an issue was eliminated. If something was mailed out and I missed it let me know and I will reverse my stance on that part.  I have already taken care of the penalties prior to your answer since I did not want to chance exceeding the time limit given. I take ownership in my part but am disappointed that you cannot do the same for an employees poor communication via the call center and no communication as far as I know regarding the lights.  I will give a compliment to the folks in the Portsmouth office as they where very pleasant and easy to work with on my two visits. They where also very professional with some other customers that where not the friendliest to deal with for your staff. So hats off to those employees in the office.  
  
  Sincerely,
  
  
  ******* **********

  Customer Answer

  Date: 01/01/2024

  
  
  Complaint: ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because: I appreciate the timely response however I am not satisfied with it for two reasons.  Reason 1- I rarely use the tolls and found out there was an issue via Mail with fines attached and immediately called to see what needed to be done which was update the plate which I did.  The problem I have with that is the person I spoke with said the issue would be resolved and the penalties would be paid with the update. Yet they continued.    Reason 2- is the fact that you have admitted that the lights stay green despite issues with the transponders due to people stopping which I agree is a safety hazard should people do this.  However, how would anyone have a clue that yellow and red have turned off and only green works. That safety net for people to use to know of an issue was eliminated. If something was mailed out and I missed it let me know and I will reverse my stance on that part.  I have already taken care of the penalties prior to your answer since I did not want to chance exceeding the time limit given. I take ownership in my part but am disappointed that you cannot do the same for an employees poor communication via the call center and no communication as far as I know regarding the lights.  I will give a compliment to the folks in the Portsmouth office as they where very pleasant and easy to work with on my two visits. They where also very professional with some other customers that where not the friendliest to deal with for your staff. So hats off to those employees in the office.  
  
  Sincerely,
  
  
  ******* **********

  Business Response

  Date: 01/08/2024

  Mr. *********** 

  You may contact NHDOT at 603-485-4641 to discuss how to further dispute your complaint.  There will be no further communication through the BBB regarding this matter.

  NHDOT

  Business Response

  Date: 01/08/2024

  Mr. *********** 

  You may contact NHDOT at 603-485-4641 to discuss how to further dispute your complaint.  There will be no further communication through the BBB regarding this matter.

  NHDOT

  Business Response

  Date: 01/08/2024

  Mr. *********** 

  You may contact NHDOT at 603-485-4641 to discuss how to further dispute your complaint.  There will be no further communication through the BBB regarding this matter.

  NHDOT

  Business Response

  Date: 01/08/2024

  Mr. *********** 

  You may contact NHDOT at 603-485-4641 to discuss how to further dispute your complaint.  There will be no further communication through the BBB regarding this matter.

  NHDOT

  Business Response

  Date: 01/08/2024

  Mr. *********** 

  You may contact NHDOT at 603-485-4641 to discuss how to further dispute your complaint.  There will be no further communication through the BBB regarding this matter.

  NHDOT

  Customer Answer

  Date: 01/15/2024

  
  
  Complaint: ********
  
  
  
  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 Answered.]
  
  
  
  Sincerely,
  
  
  
  ******* **********

  Customer Answer

  Date: 01/15/2024

  
  
  Complaint: ********
  
  
  
  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 Answered.]
  
  
  
  Sincerely,
  
  
  
  ******* **********

  Customer Answer

  Date: 01/15/2024

  
  
  Complaint: ********
  
  
  
  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 Answered.]
  
  
  
  Sincerely,
  
  
  
  ******* **********

  Customer Answer

  Date: 01/15/2024

  
  
  Complaint: ********
  
  
  
  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 Answered.]
  
  
  
  Sincerely,
  
  
  
  ******* **********

  Customer Answer

  Date: 01/15/2024

  
  
  Complaint: ********
  
  
  
  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 Answered.]
  
  
  
  Sincerely,
  
  
  
  ******* **********

• Initial Complaint

  Date:12/19/2023

  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 made several payments using the 7 day option on their website. I have confirmation numbers for those payments. But I continue to be told that I owe money from those dates and that I also owe fees now associated with those dates. I had to go back and find the confirmation numbers, give them the cards I used, tell them the tolls I went through and was told that I would have to pay the fees even though they’ve been having a problem with the 7 day option admittedly. I had caught this myself by comparing the dates. Even though I have paid I still get billed for them. How many people haven’t caught it and how much have they overpaid? Then I informed them that since this isn’t working properly and I have no idea what’s happening to my money I am going to wait to pay further tolls until they get back to me. This whole thing is a way for them to take millions out of the hands of NH citizens. How is it possible they can tell me when and where I went through a toll but not keep track of my payments made and make sure it is satisfied. I did what I am supposed to do and I still have no answer. It’s been over 2 weeks since I last heard anything. I already owe them $1900+ for fees that they said I was informed about but I wasn’t. And now they’re charging me for paid tolls. And I am unable to pay on my payment plan, which I am forced to pay in order to keep my car registered, because the tolls have to be fixed before I can make a payment and now it’s due. I called them twice and was told I had to pay the tolls I already paid by one person and left a message with the other. I have a terrible memory and I have to do all their work. I have a mental disability, I suffer from extreme wand depression and I can’t get any answers and I’m sure they’re making money off of people who have paid. I have all the email correspondence with Amanda F****** and Ms MulcaheyH******. I will attach those. Thank you

  Business Response

  Date: 12/26/2023

  Please see attached letter.

• Initial Complaint

  Date:12/14/2023

  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've tried paying off what I owe to ezpass but then got told that I owe way more then what I thought. I have talked to them many times. They are saying I owe 598 to tolls and that's fine. But for the administration fees there is no way I can pay that I'm not sure where they get there numbers from. But this has been an on going problem and it's affecting my job and lively hood. For its the only car we have. And my registration has been suspended also. At the time they had 2 addresses on file and they said they sent a letter to both but I never received one at my new address. I've been trying to resolve this problem. So I can get our car back on the road. I'm in a financial bind now because of this. The administration fees are what is destroying things right now. And I've talked to many people about this and legal advice and this is where I was led too. If the fees were waved and or much much lower it would make since. I don't make much money at all for me paying the 598.00 will brake me but I can do that and that's what I told them. They said another 1500.00 well $2,100.00 will lift the hold on my registration but like I've said and told them I can't afford that and all I got was pretty much and owe well to bad vibe. And they have already gone as low as they could go on the administration fees.

  Business Response

  Date: 12/26/2023

  Please see attached letter.

• Initial Complaint

  Date:12/13/2023

  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 paid all of my invoices and somehow had an administrative fee. I wrote to EZ Pass over a month ago asking for the administrative fee to be waived because I had paid the entire tolls and they responded today saying that I owed them 3 dollars for tolls and 8.50 in administrative fees. I want this waived and clarified, because I don't owe any tolls that I'm aware of. If I do owe tolls that I'm unaware of, I'd like tge bill sent to me asap.

  Business Response

  Date: 12/15/2023

  Please see attachment.

• Initial Complaint

  Date:12/12/2023

  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.

  Nh E-ZPass trying to change me 33.00 in fees stating my bank account was closed which it was not. When they tried to withdraw the 6.25 for the tolls. It was then paid through another checking account.and they refuse to waive the fees.

  Business Response

  Date: 12/12/2023

  Ms. ********,

  The phone call between you and the NHG E-ZPass Customer Service Representative was reviewed.   The payment system processes the bank routing number information on the front end of a
  transaction.  Provided that the information is correct, an error will not be generated. The representative confirmed your bank account information twice with you and both times you said yes.  At the time of the payment transaction no error was received, and the payment was submitted to your bank based on the information you provided.

  If the account number information is incorrect, we would not receive notification until the bank returns/rejects the payment.  In this case, your bank rejected the payment transaction with the code "closed account".   Due to the rejection of the payment, an NSF fee was added.

  NHDOT

   

  Customer Answer

  Date: 12/12/2023

  
  
  Complaint: 20******
  
  
  
  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 Answered.]
  
  
  
  Sincerely,
  
  
  
  ***** *********

  Customer Answer

  Date: 12/13/2023

  Because I do not feel that I am in the wrong.

  Business Response

  Date: 12/14/2023

  Ms. ********,

  As previously stated, the phone call between you and the NHG E-ZPass Customer Service Representative was reviewed.   The payment system processes the bank routing number information on the front end of a transaction.  Provided that the information is correct, an error will not be generated. The representative confirmed your bank account information twice with you and both times you said yes.  At the time of the payment transaction no error was received, and the payment was submitted to your bank based on the information you provided.

  If the account number information is incorrect, we would not receive notification until the bank returns/rejects the payment.  In this case, your bank rejected the payment transaction with the code "closed account".   Due to the rejection of the payment, an NSF fee was added.

  To continue your dispute please contact NHDOT at 603485-4641 for information on how to contact the NHDOT Hearings Examiner.  She has the authority to make a final decision regarding your dispute.

  
  NHDOT

  Customer Answer

  Date: 12/14/2023

  
  
  Complaint: 209*****
  
  
  
  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 Answered.]
  
  
  
  Sincerely,
  
  
  
  ***** *********

  Business Response

  Date: 12/15/2023

  Ms. ********* 

  Please contact NHDOT at 603-485-4641 to obtain information to contact the NHDOT Hearings Examiner, which was provided in the last response.  There will be no further communication through the BBB.

  NHDOT

  Customer Answer

  Date: 12/18/2023

  
  
  Complaint: 20******
  
  
  
  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 Answered.]
  
  
  
  Sincerely,
  
  
  
  ***** ********* been trying to call them for days. No answer.just left message

   

  Customer Answer

  Date: 12/19/2023

  They are telling me to call nh hearing examiner at 603-485-4641 I have called 4 times and left messages. No response.