Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date: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 received notice on 11/27/2023 of an EZPass bill that was sent to collections. However, I paid the full balance on my account on 9/16/23 and have had a valid credit card/auto replenishment active on my account. I have taken numerous steps (see below) to get information to verify that the violation is different than the violation I paid on 9/16/23 and have not gotten any of the information requested. I would also like information on how they are authorized to charge $35 in administrative feeds for a "violation" of only $5.25
  
  • I checked the E-ZPass Virginia website, but it says it cannot provide information on the “violation” because it has been sent to collections
  • I called the E-ZPass Virginia Service Center to verify what “violations” this bill was for and that it was for a different violation than the bill I paid on September 16, 2023. They could not provide any information because the bill had been sent to collections.
  • I viewed the ******************* website but it did not provide information about which date and on which toll roads the “violation” occurred.
  • I called the ***** ******** number listed on the bill 3 times between December 12 and December 14 and was on hold for at least 30 minutes each time and still did not get an answer.

  Business Response

  Date: 01/02/2024

  On behalf of E-ZPass Virginia, I do apologize for any inconvenience the customer has experienced.I sent the customer an email on 12/22/2023. We can waive the administrative fees and subtract the cost of the tolls from the E-ZPass account as a one-time courtesy for insufficient funds. Under the Commonwealth of Virginia Law 33.2.503 the customer is responsible for the cost of the toll, and administrative fees are assessed when the first notice is not paid. The first notice ************* did not include administrative fees. The customer can call to request the notice ************ recalled from collections, once the recall is accepted, the cost of the toll in the amount of $5.25 will be subtracted from the account and the administrative fees will be waived. The customer should contact ************** and choose option 3 to speak with a violation specialist.Kind Regards,****** ******Customer Service Supervisor

• Initial Complaint

  Date:11/21/2023

  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.

  During the year 2021, ezpass lost $393 dollars of payments I provided them over several years. I am a victim of fraud and being asked to pay for these missing monies that EZPassVA has lost.
  
  EZPassVA claims my bank disputed multiple years worth of payments be returned. This would make no sense to do. They believe that my bank (***** bank) has been withholding these funds from EZPassVA as well as from depositing the funds into my bank account.
  
  ***** bank has no record of any disputes performed and I have demonstrated that their funds have not been provided to my bank account and I do not have their money they claim to have refunded.
  
  They have sent this amount to collections.
  
  Requesting they drop this amount that I do not have. I am not going to pay double because they have a fault in their system.

  Business Response

  Date: 11/28/2023

  On behalf of E-ZPass Virginia, I do apologize for any inconvenience the customer has experienced. We researched and reached out to the customer regarding the customer’s insufficient balance in August 2023. E-ZPass Virgina received charge backs from the customer’s financial institution. Our finance department confirmed that charge backs are initiated by the financial institution. Due to the charge backs being more than 2 years ago, the finance department was not able to determine the financial institution’s reasons behind the charge backs. Credit card charge backs are typically where the customer disputes a charge on their bank account and the bank tells us that we cannot secure the funds, so the funds are given back to the customer. This can cause the customer’s account to be severely negative. Our finance department states this matter is between the customer and his bank. An additional copy of the E-ZPass terms and conditions was sent to the customer’s email address.Kind Regards,****** ******Customer Care Analyst

  Customer Answer

  Date: 12/04/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  (See the first attached image of EZPassVA’s email) EZPassVA is claiming that ***** bank has withheld the funds from my account. This is impossible/highly illegal for the banking institution. I have made many calls to ***** to confirm no funds are withheld and also that no disputes were made.I did not make any disputes to ***** Bank about My EZPass payments, it is illogical to have made those requests in the pattern that EZPassVA is proposing. The remaining attachments show that no money was returned to my account from EZPassVA. This disproves that any funds were returned to ********* account and thus it is a problem with EXPasVA’s system and accounting and no and issue of the customer.
  
  Regards,
  
  ******* *******

  Business Response

  Date: 12/15/2023

  On behalf of E-ZPass Virginia, I do apologize for any inconvenience the customer has experienced.This matter needs to be resolved with the customer’s financial institution. Charge backs were received from and are initiated by the financial institution not by E-ZPass Virginia. Our records show on 4/21/2021, charge backs were processed for the following dates: 1/23/2021, 4/1/21/2021, 12/27/2020, 12/31/2020, 12/23/2020, 3/29/2021, 3/21/2021, 1/26/2021, 1/18/2021, 1/25/2021, 12/23/2020. A copy of the customer’s archived statements is being sent to the customer email address to further assist with the research that is needed to determine the reason for charge backs. The normal timeframe to receive statements is 1 – 3 business days but because the statements are archived, please allow at least 3 - 5 business days to receive the email.Kind Regards,****** ******Customer Care Analyst

• Initial Complaint

  Date:11/17/2023

  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.

  On 23 and 24 Aug 2023 I traveled I66 in Virginia. In November I received Toll Violations with administrative (late) fees totaling $100. They claimed they had sent me toll bills and this was my 2nd and final notice. I never received any toll bills until I received these toll violations. I contacted the VA Toll office and was informed I would have to send a letter disputing these late fees, but these letters were sent to me so late that if I disputed the fees, they would be turned over to collections before resolved.
  This entire process reeks of a scam. I never received any toll notices. Once I received the violation letters it was too late to dispute without going to collections. I believe the VA Toll payment process intentionally does not send toll notices to out of state travelers knowing they won't have time to dispute the violations without going to collections.
  I want my $100 in violations reimbursed.
  My violation notices are ************ and ************.

  Business Response

  Date: 11/22/2023

  On behalf of E-ZPass Virginia, I do apologize for any inconvenience the customer has experienced.Our records show the customer called our violations department on 11/10/2023 and was advised how to dispute via email. The customer did not submit a dispute in writing that he did not receive the first notice(s). The customer made an online payment on 11/10/2023 after speaking with the violations department for notice number ************ and made an online payment on 11/15/2023 for notice number ************. We are not able to waive the administrative fees paid. Currently, the customer does not have any unpaid tolls in our system.Kind Regards,****** ******Customer Care Analyst

  Customer Answer

  Date: 11/22/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  When I spoke with the Violations Department she told me that I could submit a dispute in writing. When I asked if that would put the the process of being turned over to collections on hold. She said no, even if disputed it would go to collections on 4 Dec. Because of the failure to notify me of the tolls in the beginning and then being informed of violations after the fact, I could not trust the toll agency to rectify my dispute in a timely manner. I paid the violations to prevent them from turning me in to collections, even though I shouldn't have received violations without being informed of the required toll payments from the beginning. 
  
  Regards,
  
  ******* ******

  Business Response

  Date: 01/09/2024

  The customer’s violations were with I – 66 Inside the Beltway, that is a toll road that we service.  The customer didn’t submit a dispute that the first notice was not received for the toll road to review and determine if the administrative fees should be waived.  The customer paid the toll violations after being advised the dispute process.     Thank you, ****** ******** Customer Service Supervisor 

• Initial Complaint

  Date:11/11/2023

  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.

  Good Afternoon,
  
  I have contacted ezpass customer service regarding the issue listed below to no avail. I continue to receive invoices although, I submitted evidence that I was an existing ezpass customer at the time that I was billed, and had a positive balance. They are too lazy and slow to address the issue. I’m over it. They need to do there job. See most recent emails.

  Business Response

  Date: 11/16/2023

  On behalf of E-ZPass Virginia, I do apologize for any inconvenience the customer has experienced.The customer submitted documentation showing the E-ZPass account was active. The customer opened an account after travelling on the toll road. The violation disputes department subtracted the cost of the tolls from the E-ZPass account and waived the administrative fees on 11/15/2023. The customer does not have any unpaid tolls in the system from the Dulles Toll Road. We do not service all toll roads in Virginia. If the customer received unpaid toll notices from the Dulles Greenway, we recommend contacting the Dulles Greenway at ***************Kind Regards,****** ******Customer Service Supervisor

  Customer Answer

  Date: 11/16/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******* **********

• Initial Complaint

  Date:11/09/2023

  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 received a notice from EZPass VA in July 23 that I had toll violations in the month of July 23. I immediately contacted EZPass VA because my account was set to auto fund when the balance reached below $20. After speaking to a customer service rep it was determined that the system stopped the auto fund in June 23. We set it back up, it funded for $70 on 7/26/2023, and immediately deducted the outstanding balance.
  
  I am now receiving collection notices for unpaid tolls on 7/6/23 which was covered under the aforementioned transaction. They have attached additional $200 in fees for a $6.25 toll that was already paid. I contacted EZPass VA on 11/7/2023 and was informed they show no outstanding balance and that the auto fund has been in place and working properly since 7/2023. I mentioned I received a collection notices and was informed they can't do anything about it.
  
  I would like this issue resolved and all tolls and fees ($206.25) eliminated.

  Business Response

  Date: 11/15/2023

  On behalf of E-ZPass Virginia, I do apologize for any inconvenience the customer has experienced.The customer’s account is currently in good standing and set up for automatic replenishment. The customer has a one-time courtesy for insufficient funds available. The one-time courtesy waives the administrative fees, and the cost of the tolls are subtracted from the E-ZPass account. I spoke with the customer on 11/15/2023 and he agrees to have the cost of the tolls subtracted from the E-ZPass account. I have recalled the violations from collections. It can take 1 – 2 business days for the recalls to be accepted. Once accepted the administrative fees will be waived and the cost of the tolls will be subtracted from the account.Kind Regards,****** ******Customer Service Supervisor

  Customer Answer

  Date: 12/04/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  It has been resolved.
  
  Regards,
  
  ***** ****

• Initial Complaint

  Date:11/06/2023

  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.

  We received toll violations despite having a registered EZ pass with plenty of funds on our account. There were multiple attempts to appeal and request that our positive balance on the account be charged, all attempts were ignored by the Toll Violation Center and the violations were sent to collections with more than triple the amount in administrative fees in comparison to the actual toll charges. I attempted to call to get the account in good order. They confirmed they received the appeals and two days later sent the account to collections. There was no accountability on the violation center, they refused to escalate to a manager, and despite asking to pay the toll multiple times through our positive account balance, all attempts were denied.

  Business Response

  Date: 11/14/2023

  Re: Case ID# ********On behalf of E-ZPass Virginia, I do apologize for any inconvenience the customer has experienced.The customer’s account is currently in good standing and set for automatic replenishment. The violations that are under the customer’s first and last name were due to insufficient funds. The customer received a courtesy in 2022, an extended courtesy due to insufficient funds is not available. As of today, the customer has paid the violations in collections and does not have any pending unpaid toll violations.Kind Regards,****** ******Customer Service Supervisor

• Initial Complaint

  Date:10/26/2023

  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 closed my EZ Pass Virginia account in August, 2023. I called to insure receipt of transponder (yes) and was told I would receive a refund in 7-10 days by mail. That did not occur, I called again late September and was told the check was mailed on September 20. By mid October I still did not receive it, so called again and was told “we are investigating and someone will contact you by next week.” No one called, so I called again on October 26 and now I am being told to wait 45 days from September 27. Every time I call, there is a longer delay and a different answer. This is a small amount of money but I want my refund all the same, and have no desire to wait indefinitely without an accurate explanation. Thank you for your help. **** ******* ************ ** ****************

  Business Response

  Date: 11/08/2023

  On behalf of E-ZPass Virginia, I do apologize for any inconvenience the customer has experienced.On 11/07/2023, I emailed the customer and explained that our finance department confirmed that the refund check was issued to the address that is on file. Our finance department processed the refund on 09/20/2023. Refund checks are mailed the following week, please allow 30 - 45 days from 9/27/2023 to receive. I do apologize for any incorrect information given to the customer. If the customer does not receive the refund after that time, please contact our customer service center at ************** (Monday – Friday 7 AM – 7 PM).Kind Regards,****** ******Customer Service Supervisor

• Initial Complaint

  Date:10/24/2023

  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 had only 2 license plates under my ez pass account ******* However I am continously being charged for toll roads a rental vehicle has been passing through that has never been registered under my account.

  Business Response

  Date: 11/02/2023

  On behalf of E-ZPass Virginia, I do apologize for any inconvenience the customer has experienced.On 10/30/2023 a disputed charge form charge form was submitted on the customer’s behalf. The toll charges that were disputed occurred on the Dulles Toll Road on 10/09/2023 – 10/10/2023, under the license plate ******* VA. Once reviewed by the toll road, the customer will receive an email. Disputed toll charges can take 7-14 business days to be resolved.Kind Regards,****** ******Customer Service Supervisor

• Initial Complaint

  Date:10/06/2023

  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.

  There is a tag that I don't have it anymore. I did the report to police I went to DMV to canceled it against. And there is a person using fake tag and it was registered to my name long time ago

  Business Response

  Date: 10/17/2023

  October 16, 2023Dear Sir or Madam:Re: Case ID# ********On behalf of E-ZPass Virginia, I apologize for any inconvenience the customer has experienced.Violation notices are sent to the registered owner of the license plate at the time of the unpaid tolls. Our records do not show a dispute was submitted for the license plate ******* **. The date of the unpaid tolls was on 7/26/2023 at 9:16 PM and 9:20 PM, on the RMA (Richmond Metropolitan Transit Authority. I sent the customer an email today and advised the customer to submit a dispute form with documentation from the DMV that the license plate was reported lost / stolen. Once received the toll road will review the dispute. The dispute form should be submitted with the DMV documentation to **************************** attention: Violations dispute. It can take 3-5 business days to accept or deny your dispute. The customer can also follow up on the dispute by calling our violations department at ************** and choose option 3 (Monday – Friday 7 AM – 7 PM).Kind Regards,****** ******Customer Service Supervisor **** ******** **.

  Customer Answer

  Date: 10/20/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** *****

• Initial Complaint

  Date:10/02/2023

  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 sent toll notices to the wrong address and I never received them. I can not register my vehicle due to these toll fines. I would have paid them had I received the notice. I was told the tolls we 2,000$ and they added on 7,500$ in fees because the notice was sent to the wrong address. This is extortion at it's best and something needs to be done.

  Business Response

  Date: 10/16/2023

  On behalf of E-ZPass Virginia, I apologize for any inconvenience the customer has experienced.The customer has violations in our system under two license plate numbers. The customer called E-ZPass Virginia because there was a hold on his registration. I advised that we do not place holds on registration. The customers violation dispute was denied on 10/10/2023 because proof of an address change was not included for the license plate ******* **. I provided our email address is ****************************, Attn: ****** *****. The customer states that the notices were not received, and if they had been received, he would have paid them before going through the escalation process. I advised, I will request a courtesy to have the violations recalled from collections and reduced to the first notice for the license plate ******* **. Our records do not have the address that is listed in the case ID. There are two different addresses in the system under that license plate. The customer stated that he is not responsible for other violations in our system under license plate ****** **, he was a co-signor for that vehicle. Our records show violation notices were returned with no forwarding address for the license plate ****** **. If the recall courtesy is approved, the customer will be responsible for the tolls only in the amount of $2620.55 for the license plate ******* **. If we are not able recall the pay by plate violations that were sent to collections, the toll amount total to pay will be $759.15. The remaining toll amount will need to be paid with ****** collections. The phone number to ****** collections is ************.Kind Regards,****** ******Customer Service Supervisor