Complaints

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

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  EZ Pass New Jersey

  375 Mccarter Hwy Newark, NJ 07114-2562

• 

  EZ Pass New Jersey

  420 North 6th Street Camden, NJ 08102

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:04/11/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a ** EZ Pass owner. My EZ Pass is replenished regularly. However, every time I go through the ** toll, my tag is never read despite having the tag visible in my car. This is the forth violation I have received from NJ EZ Pass despite having an EZ Pass. I have called several times about the violations from May, 2022 and September 2022. There was money on my EZ Pass when I went through the toll on those days. The last representative I spoke to assured me that the toll was taken out of my EZ Pass balance. However, I logged in to dispute two violations I received despite adding $90 to my EZ Pass on March 29th only to realize that the violations from May and September are still open. I would like this issue resolved immediately. If I am doing my due diligence to ensure that my EZ Pass balance exceeds the minimum required, I should not be charged a violation fee when there is money on my EZ Pass. This is fraudulent.I have attached the violations as well as payment confirmation from the replenishment that was made on 3/30/23 that should have covered the tolls.

• Initial Complaint

  Date:04/11/2023

  Type:Sales and Advertising 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.

  Ez pass charged me 5 violations. I called ezpass on 4/11/23 and spoke with ******. ****** assured me that my violations were waved and that my balance on my account was 0. I recorded the call and asked for confirmation via email. I have not received an email and my account does not reflect a 0 balance

• Initial Complaint

  Date:04/11/2023

  Type:Customer Service 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.

  NJ EZ Pass hold time to speak with their customer ********************** is excess. I had to wait over 45 minutes three times. The customer should not be expected to be happy with wasting their time waiting on hold. NJ EZ Pass needs to manage the customer ********************** aspect of their business much better. The long wait times could indicate that more employees are needed to be hired in order to reduce the paying customer's wait time on hold. This is a big business providing a public service which needs to be managed better.

• Initial Complaint

  Date:04/07/2023

  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.

  Hi, I was charged for toll violations (total of 6, $50 each, $300 total) when I had an active EZ Pass account. I should not have been charged the $50 fee since I had an active PA EZ Pass account at the time. I had just opened the PA account so that *** have impacted this, but I was not informed of any possibility at the time. Normally, if there is no tag read for whatever reason, these tolls just get billed to the account via the license plate. This happens all the time with no issue. However, for these I was charged an extra $50 each time. I initially paid all of the violations so I wouldn't have further fees added, but then called to discuss the matter with NJ EZ Pass. During the first phone call I was reassured that the amount would be refunded after they verified that I did have an active account at the time and shouldn't have been billed anything other than the tolls. Today, I still hadn't received a refund and called back to discuss. I was told that they can no find any violations and there is nothing they can do. I'm not sure what avenue to take at this point since each phone call is over an hour on hold and I am not getting anywhere with the people I have spoken to. I would appreciate some resolve in this matter since $300 is a significant amount of money. Violations - Dec 1-3, 2022 Initial call - Early Jan 2023 Second call - April 7, 2023 violations: T132292827016-01 T132293034006-01 T132293202048-01 T132292827017-01 T132293034008-01 T132293034008-02

• Initial Complaint

  Date:04/06/2023

  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 have a Delaware EZ (D. EZ) pass and have been using it frequently to visit family in ******** and ******** which requires toll payments on the ***********. Approximately a week ago I noticed EZ pass violation notices from ******** and New Jersey which aggregate to around $400.00 in fees because mostly from violation fees added by the New Jersey Turnpike. Today, 04/05/2023 I called D.EZ to find out why my account wasn't replenishing, only to be told by the wonderful ******(sp) that my account was jammed, causing a blockage and inability for replenishment to occur. I asked why I never received any notifications and was advised that the email was blocked too (go figure). I asked for my account number and couldn't gain access to my 3 personal questions which I know were correct. I was told to add $10 to my account to reactivate the replenishment and call New Jersey and ******** to refute any and all administrative charges.How is this NOT a problem, I'm wondering if this should be investigated by the **** of ******** Affairs level.Poorly ran and inconvenient and burdensome to consumers.

• Initial Complaint

  Date:04/05/2023

  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 have an EZ Pass and sporadically get invoices over $500 in value with $53.50 administrative fees for 50 tolls. All while I have an EZ Pass and money on my account. That E-zpass does't work while I was passing through e-zpass **** This is a complete racket and I am filing a complaint with the ** as well. I will not pay this amount as I do not have it. Id rather take the train and sell my car if they cant send me a correct bill. I have tried to contact them and they do not answer their phone, and I was told they couldnt help me via email. ** License Plate .********************** # GA************ Invoice # V002083267372, V002083267373, V002083267374, V002083739690.

• Initial Complaint

  Date:04/01/2023

  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.

  E-ZPass Transaction Receipt for 03/31/2023 Payment Reference Number:2-25960902100 Transaction Date :03/31/2023Entry Plaza :-Posting Date :03/31/2023Exit Plaza :-Tag/Plate Number :-Exit Time :16:42:02 Agency :** E-ZPassAmount :($11.00)and other charges on my account that should not be there. They are always charging me the wrong amount for tolls.They do not respond and it take a hour to get someone on the phone.

• Initial Complaint

  Date:03/30/2023

  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.

  As the holder of account number *************, I am writing to bring to your attention an issue with my EZ Pass account. I'm a member of the **** Air Force, and I frequently travel overseas as part of my duties. During the summer of 2019, I returned from an overseas assignment and attempted to use my EZ Pass, but the screen displayed a message instructing me to contact customer **************************** visiting the office located on Rt 21 in ******, **, I was advised to call the customer ********************** number. It took many attempts, but I was eventually able to speak with a representative who informed me that I owed over $500 in fines and fees. This was due to my account not being automatically replenished, as my bank had issued me a new credit card number while I was deployed. The original number had been compromised in a data breach, and I was not aware of this until I returned home from ***************.I strongly believe that I should not be penalized for not being aware of this situation while I was far away from home. I respectfully request that the fines and fees be waived, and my account be brought up to date. Thank you for your attention to this matter.

• Initial Complaint

  Date:03/29/2023

  Type:Service or Repair 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 had toll violations over the summer of 2022 that I tried to pay, but they close your account once you owe them money and claim you are "no longer a customer," Which is literally the opposite of the definition of customer, but whatever. I called them for weeks, spending countless hours on hold each time only for the call to never be answered, and the call to disconnect after 3 hours. It took 2 months to get ahold of them, and they said they would reinstate my account, update my payment method, update my email address, and update my mailing address. None of this was done, they took the payment for the violation, added the minimum $25 to my account, and did not update anything else. Once I realized their error, I stopped using my ezpass and stopped using toll roads, and started trying to call them again, but they continued to charge my account for not having enough funds. Once my account ********* they sent me violation notices (to the wrong address because it was never updated). The violation was for $35, which they decided to put into collections, which is extremely *****. I have been trying to call them now for 6 months, and now because of their carelessness, they have closed my account forever, saying that it cannot ever be reinstated, which severely limits the places I can travel. This ridiculous oversight, and their inability to answer their customer ********************** line after hours upon hours and months upon months of trying to get ahold of them, is absolutely unacceptable seeing as they are a nationally recognized company with more Tolls in their name than cash options.

• Initial Complaint

  Date:03/29/2023

  Type:Customer Service 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.

  3/28 spoke with collection agency about a debt for $32.50 trying to understand how this happened.3/29 spoke with ezpass and was told my balance was $50.I tried to get them to explain how my balance on collections is less than what they show I am owing but they couldnt. I ended up paying the $50 but was mad and wanted to close my account so I said I wanted to return my boxes to get my $20 credit but they said if there is no balance I would not receive a credit. How am I supposed to get a refund without the device to even use?None of this makes any sense and I feel like I have totally been taken advantage of! How did I receive a violation if I have an ezpass account? I need an explanation and really want my money back and need to also confirm this was not posted on my credit report! Im very upset