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:09/08/2023

  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 disputed my second charge for the CBBT EZPass crossing that occurred on the same day (all within less than 7 hours).
  
  The first charge was 9/2/23 around 11am and I was charged a second time from the toll operator the same day at 5:30pm as reflected in the receipt I sent to EZPass customer service via email in my dispute.
  
  The issue stemmed from a temporary suspension of the EZPass charge by my bank, ****, due to fraudulent activity that morning on my debit card which was rectified the following day.
  
  I formally filed a dispute for the second charge and request a refund of $18 to my EZPass account. I was just advised by email that my request was denied, but no rationale was provided.

  Business Response

  Date: 09/18/2023

  September 15, 2023 Dear Sir or Madam:Re: Case ID# ********On behalf of E-ZPass Virginia, I apologize for any inconvenience the customer has experienced.The customer’s request for a refund is not approved. The Chesapeake Bay Bridge Tunnel does offer a discounted rate when the transponder is read twice within 24 hours. The transponder read on the first trip and the toll charge was applied to the customer’s account. The toll charge made the account balance insufficient. The discount for returning within 24 hours is only given when the transponder is read both ways. Since the account was insufficient the transponder was not able to read on the return trip and the customer would be required to pay the full toll rate or be turned around.Kind Regards,****** ******Customer Service Supervisor 1

• Initial Complaint

  Date:08/31/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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.
  I am not satisfied because everything that was stated by the business is already known.  Yes they have denied the dispute twice but I have gotten no explanation as to why it was denied.  I need to be told why my dispute was denied if common sense will tell you there is no way possible I could have went across the George Washington bridge twice in the same direction in a 4 minute span.  Please make that make sense.  And why do I have to do all the leg work calling these agencies when I’m on hold for hours at a time, what is customer service for?  I don’t understand why these agencies think it’s ok to just steal and rob hard working Americans and think it’s ok and I’m just supposed to be ok with it.  Someone needs to explain why my dispute was denied and no one from upper management has reached out to me at one time on this matter which also is unsatisfactory.  New York even said that Virginia should be the one issuing the credit I have no idea why this keeps going back and forth.  Has Virginia tried to contact New York?  Again, I’m not understanding why I keep doing the leg work calling customer service representatives are the ones that should handle these matters not customers that have been done wrong.  
  
  Regards,
  
  **** ********

  Business Response

  Date: 08/29/2023

  Dear Sir or Madam:Re: Case ID# ********On behalf of E-ZPass Virginia, I do apologize for any inconvenience the customer has experienced.The customer stated that New York E-ZPass said that they cannot do anything because he has a Virginia E-ZPass account. Toll charge adjustments are initiated by the toll road not E-ZPass Virginia. We have submitted multiple toll disputes to the Port Authority of New York & New Jersey on the customers’ behalf for $46.00 that occurred on 5/25/2023. E-ZPass Virginia does not have access to out of state toll roads. Per the Port of Authority of New York and New Jersey’s advisement, the customer was charged correctly. We reached out to upper management to determine how to resolve the issue and was advised to tell the customer that we have submitted official disputes for the toll in question and the agency has denied it twice. To pursue this further, the customer should contact the agency directly. The contact phone number to E-ZPass Port of New York & New Jersey is ************. The toll road determines approvals and denials and is the agency responsible for adjusting the toll amount charged to the account.Kind Regards,****** ******Customer Service Supervisor

  Customer Answer

  Date: 08/31/2023

  On May 25th 2023 I was incorrectly charged on my E-Z Pass account. I was charged an extra $46 for crossing the George Washington Bridge connecting New Jersey to New York. My VA License Plate was charged $17 (correct charge) at 4:10pm and then my transponder was hit with a $46 charge at 4:14pm. New York E-Z Pass says they can’t do anything because I have a Virginia account. I have disputed this charge multiple times and I keep being told the charges are correct. I’ve spoken with multiple supervisors from Virginia and none of them can seem to help me get my $46 back to my account. One of them in so many words told me I just need to deal with it. This is unacceptable. New York says this happens frequently during heavy traffic that the transponders are slow processing the charges and this should be an easy fix, New York can’t do it because I have a Virginia account. I was told the $46 charge is what a box truck is charged to cross the bridge. I was in a 2 axle sedan. I need help from Virginia to credit my account because I got robbed on May 25th and there’s no telling how many people get robbed by E-Z Pass that don’t frequently check their accounts.

• Initial Complaint

  Date:07/31/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a formal complaint against EasyPass VA regarding several issues I have encountered with their services, which have caused significant inconvenience and financial hardship.
  
  1. Inadequate Camera Technology:
  EasyPass VA's cameras have repeatedly failed to detect the presence of a child in a rear-facing car seat for HOV purposes. This deficiency in their technology has led to unwarranted HOV violations and fines, despite complying with all applicable rules and regulations. Such incidents raise serious concerns and question the reliability of their system.
  
  2. Frequent Disputes Over HOV Violations:
  I have had to contact EasyPass VA multiple times per week to dispute HOV violations, as their technology consistently fails to recognize three individuals in the car, causing unwarranted charges and penalties. This frequent occurrence of erroneous violations is not only frustrating but also raises doubts about the accuracy of their detection methods.
  
  3. Pre-Charging and Credit-Only Resolutions:
  Adding to the inconvenience, EasyPass VA charges customers before resolving disputes. In my case, instead of refunding the disputed amount to my credit card, they only provided a credit on my account. This practice is not only unfair but also leaves customers at the mercy of their service, as they control the use of the credited amount.
  
  4. Unreasonable Resolution Condition:
  Moreover, when I requested that the disputed funds be returned to my credit card instead of being tied to my account, I was informed that I must close my account to facilitate this process. Requiring customers to close their accounts for a simple refund is both unjust and unnecessarily punitive.
  
  I have tried resolving these issues with EasyPass VA's customer service, but the responses have been unsatisfactory.

  Business Response

  Date: 08/14/2023

  Re: Case ID# ********On behalf of E-ZPass Virginia, I do apologize for any inconvenience the customer has experienced.The customer’s issue is with the Express Lanes. We do not service all toll roads in Virginia and the Express Lanes is one that we do not service. After further review, the Express Lanes processed two toll reversals. The first toll reversal was on 7/21/2023 in the amount of $52.15 and second reversal was on 7/24/2023 in the amount of $44.40. If the customer is disputing additional toll charges, they should contact the Express Lanes directly at **************.Kind Regards,****** ******Customer Service Supervisor

• Initial Complaint

  Date:07/19/2023

  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 called costumer service and they assure me that ezpass charges post 2 to 3 days after. I always see charges 1 to 2 weeks later making me to go into negative balance with too little notice. I feel I am being misled on purpose. Plus charges are not explained well sometimes I'm not even in the ez pass lane and I get charged. Also I paid my car's pass infraction balance added money to my account and they still continued to charge my account when I paid the balance. Scam all over this system.

  Business Response

  Date: 07/26/2023

  Re: Case ID# ********On behalf of E-ZPass Virginia, I do apologize for any inconvenience the customer has experienced.I called the customer on 7/24/2023 and left a message to contact E-ZPass Virginia at ************** (Monday – Friday 7 AM – 7PM). Our records do not show a history of previously speaking with the customer regarding the E-ZPass account. Toll transactions normally post to accounts 24 to 48 hours from the date of travel when the account is fully funded. Toll roads can make multiple attempts to post toll transactions to an account when the account is insufficient before sending a violation notice, which can result in the toll posting later than normal. I was able to find a violation notice under the customer’s name that is also associated with an E-ZPass account, the date of the unpaid toll was 6/29/2023 at 17:00:52 on the Dulles Toll Road. The customer should contact us to verify the E-ZPass account and the violation as soon as possible. An insufficient funds courtesy is available, and we can subtract the cost of the toll from the E-ZPass account. The phone number to the violations department is **************, option 3 (Monday – Friday 7 AM – 7PM).Kind Regards,****** ******Customer Service Supervisor

• Initial Complaint

  Date:07/10/2023

  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 has been absolutely detrimental to the hard working middle class. The administrative fees should be criminal. I can totally understand repaying the actual tolls that you incurred, but to add on a $25 fee to a $2.50 charge should be illegal. They don’t even offer courtesy’s once a year in the event you or someone borrowing your car Happens to make an honest mistake of running through a toll and forgot to upload more money.
  
  They summoned me for tolls that were ran in the year of 2015- 3 years later. Not only did I not remember, that has to be outside of the statute of limitations to do. Secondly they are now attempting to do the same thing in 2023 with administrative fees over $900, stating “I had my one lifetime account courtesy.”
  Which is absurd. A lifetime account courtesy though if you fail to upload your account for any life circumstance you are hit with a penalty.
  
  
  I would love if someone would reach out in regard to these discriminatory administrative fees

  Business Response

  Date: 07/19/2023

   Dear Sir or Madam:Re: Case ID# ********On behalf of E-ZPass Virginia, I do apologize for any inconvenience the customer has experienced.There are multiple violations under different license plate numbers listed under the customer’s first and last name. The toll road allows customer service representatives to waive administrative fees and subtract the tolls from the E-ZPass Virginia account two times for the lifetime of the account. The customer received a courtesy on 1/22/2019 and on 6/4/2019 for insufficient funds. I left the customer a message on 7/18/2023 and advised she can dispute the notices online for the notices that are not in collections and advised a payment for the reduced amount that is in summons can be paid today. The customer can request to have the administrative fees waived online for notice numbers *************, and ************* at **************************** The customer has notices that have escalated to collections and summons. The phone number to ****** collections is **************. A reduced civil penalty specialist left the customer a message on 7/11/2023 with a reduced amount to pay and the due date to avoid court on 7/25/2023 for the notices that are in summons. The customer can request a continuation for the court date and pay the reduced amount once the new court date is provided.Kind Regards,****** ******Customer Service Supervisor

• Initial Complaint

  Date:07/07/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a rental car's license plate number in my account. I thought I had removed it but I did not. Recently, 3 out-of-state charges were posted to my account and I promptly removed the rental plate number from my account on June 29. I disputed these charges as EZPASS should have records of the correct account holder (rental car company) also associated with this plate number. EZPASS refused to do that and denied my claim, citing its terms and conditions, Section G, which reads: "User agrees g) To promptly update license plate information for all vehicles that may use the E-ZPass Account and remove license plates for vehicles no longer associated with the account." Nothing more. I was willing to give up $10 or so.
  
  However, since June 29, after I had already removed the plate number, EZPASS posted about 10 more invoices. I disputed them noting that I had already removed the plate number and since these charges were posted after I had removed it, the charges should be reverted. Again, EZPASS refused to find the correct account holder and instead took an easy route and denied my claims, citing that same section G. of its terms and conditions, which does not even address this situation.
  
  Nothing in its terms and conditions squarely requires a paid customer to agree to paying for these charges. They only tell customers to update their license plate information. EZPASS's interpretation of the terms and conditions in its sole favor/advantage in this case is unfounded. When there are multiple accounts associated with a plate number (as in here), and EZPASS's system charges a wrong account (as in here), then it is also EZPASS's responsibility to try finding the correct account number and charge the correct account when the wrongly charged account holder files a dispute claim. EZPASS cannot and should not just blindly citing its terms and conditions and denying such claims when it is the only entity with the ability to find the correct account holder.

  Business Response

  Date: 07/17/2023

  Dear Sir or Madam:Re: Case ID# *******On behalf of E-ZPass Virginia, I do apologize for any inconvenience the customer has experienced.I left the customer a voicemail message on 7/7/2023 to send us a copy of the rental agreement. I advised the rental agreement would be sent with another dispute on his behalf. The customer was also advised via an email response to email or fax us a copy of the rental agreement on 7/11/2023. On 7/12/2023 the customer stated via email that he does not have a copy of the rental agreement. The customer may want to contact the ******* toll road directly to check on other options. The phone number to the ******* ******* ********** ********* ** ***************Kind Regards,****** ******Customer Service Supervisor

  Customer Answer

  Date: 07/17/2023

  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.
  
  I reached out to EZPASS VA multiple times via calls and emails.  To all these requests, their representatives all repeated that they could not help and per their terms and conditions, I would be responsible for all these charges.  I disagree.  First, their terms and conditions do not address situations like this because all it says is that a customer should promptly update their vehicle information.  The terms and conditions do not actually state that failing to do so would make the customer responsible for the charges associated with the wrong vehicle information on their account.  This is a requirement that was not stipulated in their terms and conditions and EZPASS is interpreting their terms and conditions in their own favor without any basis.  Not surprisingly, when I ask them to explicitly show where in their terms and conditions states that I should pay, they become silent.  Second, I already provided a compromised position where I would pay for the charges posted up to June 29, the date when I removed the wrong vehicle information from my account.  And I asked EZPASS to drop the charges that were posted after June 29.  Again, EZPASS does not recognize this distinction and keeps citing to their terms and conditions as if it provides any basis for them to reject my dispute.  It does not, as explained above.Third, I've provided substantive information for EZPASS to do their own investigation or to reach out to ******* tolls to figure out the correct account number and the owner, ***** rental company.  I tried to comply with EZPASS's request for the rental agreement.  But ******* policy is to retain those papers for 6 months.  The rental was arranged over a year ago.  And EZPASS is keep asking for this rental agreement that is honestly irrelevant at this point because I already identified that the right account holder is *****.  EZPASS should look up the plate number on its own EZPASS system to find the ***** account that should also list this plate number as its own.  I don't own such system and I don't hold such records.  EZPASS should not transfer this responsibility to charge the right account holder to their customer when they are the ones who hold the records. 
  
  Regards,
  
  ****** ***

• Initial Complaint

  Date:05/31/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Virginia EZ pass is scamming me with junk fees for unpaid toll after 2 weeks.
  I had to pay a fee of 12.50 for a 1.50 dollar toll, with all the fees I had to pay so far its been like 40 dollars of badly explained fees.

  Business Response

  Date: 06/08/2023

  Dear Sir or Madam:Re: Case ID# ********On behalf of E-ZPass Virginia, I do apologize for any inconvenience this has caused.I spoke with the customer on 6/1/2023 and explained I-66 Inside the Beltway did not include administrative fees on the first notice that was issued under his license plate. The second notice under the customer’s license plate did include a $12.50 administrative fee because that was the second time that the vehicle had travelled on the toll road without an E-ZPass. The customer said that E-ZPass ******* does not charge administrative fees for the first notice. The customer made a payment on 5/31/2023 and requested to have the administrative fees refunded, I advised the customer I will request the administrative fees refunded on his behalf and will advise if approved. Kind Regards,****** ******Customer Service Supervisor

• Initial Complaint

  Date:05/11/2023

  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.

  In April of 2021 I had an EZ pass transponder stolen and they racked up charges on my account. I called ez to report it and they told me to call my bank at the time to report it and they would put in a dispute. I was told it was taken care of and I wouldn’t have to worry about it anymore. For 2 years I heard nothing from EZ pass until May 5, 2023 telling me I owe $510.37. When I called them, they said because they paid back my financial institute that I was still responsible even though it has been over 2 years with nothing from them. I was told it was already handled in April of ‘21. My problem is that I did not hear anything from them for over 2 years and they decided now to charge me with no resolution.

  Business Response

  Date: 06/02/2023

  Re: Case ID# ********On behalf of E-ZPass Virginia, I do apologize for any inconvenience this has caused.The customer’s account was adjusted. I left the customer a message on 5/19/2023 and sent an email to the customer advising the balance due on the E-ZPass account is $0.00. Our finance department credited the write off balance in the amount of $510.37 on 5/16/2023. The account is pending to close with the balance due as $0.00.Kind Regards,****** ******Customer Service Supervisor

  Customer Answer

  Date: 06/05/2023

  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:05/04/2023

  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 4/13/2023, our EZpass didn't have enough funds to cover the 6.95 toll, we received an invoice with an amount due of 19.45, with a 12.50 administration fee, that's 2x the amount the toll was and we have an account with EZPASS, this should be criminal.

  Business Response

  Date: 05/22/2023

  On behalf of E-ZPass Virginia, I do apologize for any inconvenience this has caused. Though we were not about to find an E-ZPass Virginia account under the person’s first or last name, we did find an account with the same address as on the complaint. I left the customer a message on 5/17/2023, to contact EZ-Pass Virginia to get additional information regarding the invoice that was received. Our customer service phone # is *************** ****** * for the violations department. However, it does not appear the customer has any violations in our system. We do not handle violations for all toll roads in Virginia and the received violation may be from one we do not. We recommend the customer contact either our customer service number or the number that appears on the received violations. Kind Regards,****** ******Customer Service Supervisor

• Initial Complaint

  Date:04/28/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a notice on 4/28 #********. This notice stated I owe 1981.31. This is the FIRST notice I received. Secondly $56.35 of that is tolls, of which I have NO toll booths near we’re I live and $1925 of that is admin FEES. This is several hundred percent higher than the actual tolls. Not only that I’m pretty sure this violates state and federal usually laws. I have zero toll booths were I live meaning the one or two toll roads you could end up on (not directly near where I live) have no signs or warning and no way to pay. I want the admin fees waived. If not I will take this to court.

  Business Response

  Date: 05/17/2023

  On behalf of E-ZPass Virginia, I apologize for any inconvenience the customer has experienced. After further review, the customer’s has multiple accounts under the telephone listed in Case ID ********. I sent the customer an email and left a message on 5/15/2023. The customer should contact E-ZPass Virginia as soon as possible with the transponder number(s) so the account(s) is updated correctly. As a one-time courtesy, we will recall notice number ************ and subtract the cost of the toll in the amount of $.65 cents. We can process the one-time courtesy once the patron contacts us to ensure the toll is subtracted from the correct account. Kind Regards,****** ******Customer Service Supervisor **** ******** ***
  ******* ****** ** *****
  ****** ************
  ****** ****************************