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:04/27/2023

  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 was charged an 'admin fee' of $25.00 without warning for a policy I was not informed of. EZ-Pass apparently charges an unreasonably high fee for having a low account balance for a period of time, but I was not notified of this at any point. I still haven't been informed of how long a balance must be low for before the fee is charged. I was not notified I would be charged before the fee was issued, otherwise I would have taken care of the low balance. I think this is a predatory and unacceptable business practice. The fee should be removed and the policy should be dropped as it was and remains to be unfair and unnecessarily punitive.

  Business Response

  Date: 05/11/2023

  On behalf of E-ZPass Virginia, I apologize for any inconvenience the customer has experienced. The customer’s out of state E-ZPass account was not active at the time of the unpaid tolls. I-66 Inside the Beltway charges $12.50 per unpaid toll up to $25 for any additional unpaid tolls after a first unpaid toll notice. The customer travelled on I-66 Inside the Beltway on 1/19/2023 and 1/18/2023, first unpaid toll notice sent to the customer on 2/03/2023 did not include administrative fees. The unpaid toll on 2/23/2023 was not the customer’s first time travelling on the toll road, therefore an administrative fee was applied. The amount due was valid. Kind Regards,****** ******Customer Service Supervisor

• Initial Complaint

  Date:04/24/2023

  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 am writing in regards to fines from the Virginia toll system, EZ Pass. I recently received a notice informing me that I had missed some toll payments and was required to pay a fine.
  
  While I understand the importance of tolls in maintaining our roads and infrastructure, I believe that the process for paying missed tolls is deeply flawed. Not only did I not receive any notification of the missed payment until weeks after the fact, but the fine I was required to pay was significantly higher than the original toll amount. For example, I ended up with $564 in fines, for what was an honest mistake on my part. I used the wrong website to pay the fines, so as far as EZ Pass was concerned, the fines never got paid at all.
  
  I had been led to believe that I could pay missed tolls by adding more money to my EZ Pass account. Unfortunately this was not the case, even though I had been previously led to believe this was the correct way to address fines by an EZ Pass employee on a separate occasion.
  
  I believe that the system for paying missed tolls should be more streamlined and user-friendly. Drivers should be given clear instructions on where to pay missed tolls and fines should be more proportionate to the original toll amount. Additionally, the process for paying fines should be simplified and made more accessible to all drivers.
  
  In my case, 9 missed tolls resulted in $564 worth of fines. I attempted to dispute this and showed screenshots of my bank records demonstrating that I had in fact attempted to pay the fines, and believed that I did. EZ Pass even involved a collection agency in the matter. My dispute was rejected. I called customer service again and was told to attempt to dispute it a second time through another website and to dispute the amount with the collection agency as well. I was basically given the runaround. As a small business owner, this is the last thing I needed.
  
  After this I will never use the toll roads again and I advise others to do the same.

  Business Response

  Date: 05/08/2023

  On behalf of E-ZPass Virginia, I apologize for any inconvenience the customer has experienced After further review, the customer’s account was not in good standing at the time of unpaid tolls. The Dulles Toll Road allows a one-time courtesy to waive administrative fees for insufficient funds. The customer called in and was given a courtesy on 9/19/2022 for insufficient funds. At this time, the customer would need to dispute the amount due with the collection agency. Kind Regards,****** ******Customer Service Supervisor

• Initial Complaint

  Date:04/17/2023

  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 January 13th, 2023 we received a notice of nonpayment of toll (*******). We submitted proof of having paid, an active transponder account immediately after receiving the notice. EZ Pass sent a second notice of violation requesting documentation. We submitted a letter and invoice documentation to EZ pass by USPS. We received notification that EZ received the required documentation.
  We never received any further communications and received a collection letter from a collection agency.
  We have maintained active paid transponder accounts and the violation notices was incorrect.

  Business Response

  Date: 04/27/2023

  On behalf of E-ZPass Virginia, I apologize for any inconvenience the customer has experienced. I left the customer a message on 4/25/2023 to reach out to the toll road that sent the unpaid toll notices. The customer’s E-ZPass account is in good standing and was in good standing during the month of January 2023. On 1/28/2023 the customer updated the make and model of one of the vehicles listed on the account and the license plate stayed the same. The are no unpaid tolls under the customer’s name and address on the toll roads that we service. We do not service all toll roads in Virginia, the customer should contact the toll road directly and the collection agency to check on the status of the dispute and option(s) to request the amount due reduced. Kind Regards,****** ******Customer Service Supervisor 

• Initial Complaint

  Date:04/04/2023

  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.

  I’m a ez pass customer with a good standing account that has not been deactivated..I was charged 300.00 extra in administrative fees for 40.00 worth of tolls on ************ so I disputed the charges because I never received a notice for those tolls.I received a dispute rejection letter days later Id # ************* saying I submitted insufficient evidence..I sent a good standing ezpass account number assigned to the car an accused tag plate & documents showing I was being charged around the date I was given & money was deducted under the accused tag plate recently by va toll center & around the time of the violation date I was given over the phone also documents showing money in a positive balance around that time & current for over 6 months since I opened the account so I called to ask why ????? I was told I sent documents with a - account balance which was completely false ..(Red ) means a deduction happened on what I sent not a - balance .The balances were positive & I was given even a higher amount more that the 340 original for a 40 toll over the phone so I asked why was the amount 400 + now because I’m not aware of that either & haven’t gotten anything in the mail about this either..I have a ez pass account with money on the account so why isn’t these transactions going through the ez pass account so we can stop this from happening.I’m being charged some tolls from VA but not all .It doesn’t make since & it’s not fair that y’all can say we get things in the mail & can charge 25.00 per transaction for 2.00 & 4.00 tolls whenever you feel you want to..What’s the point of being a ez pass customer if these type of incidents are continuing to happen for some reason but no one can come up with a solution.This is why I became a ez pass customer for this not to happen but no one in customer service could explain or waive fees.I don’t mind paying tolls used but these fees are excessive at $25 per toll so why am I getting them if I’m a good standing Ez pass customer

  Business Response

  Date: 04/17/2023

  Re: Case ID# ********On behalf of E-ZPass Virginia, I apologize for any inconvenience the customer has experienced. The customer emailed additional documentation to show the account was in good standing at the time of the unpaid tolls for notice number ************. The documents were sent to the disputes department on 4/10/2023, it can take 3-5 business days for a response. The Dulles Toll Road mailed another notice, ************* for unpaid tolls on 3/31/2023. We do not have access to out of state toll roads. The customer should contact E-ZPass Maryland to determine the reason for the unpaid tolls and verify the transponder(s) listed on the account. I will continue to check on the status of the pending dispute(s) with Dulles Toll Road. Kind Regards,****** ******Customer Service Supervisor

  Customer Answer

  Date: 04/17/2023

  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.
  
  
  Regards,
  
  ****** *****

• Initial Complaint

  Date:03/25/2023

  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.

  Received a VDOT toll violation invoice on March 6th 2023. According to the invoice the original toll violation fee was $19 and occurred the day after Christmas 12/26/22. However, they billed me for an exhorbitant $299, $280 more than the very small $19 toll violation. I did not receive an earlier invoice for the original $19 toll violation or obviously would have paid that. I have two transponders with automatic credit card payment and years long history of timely payments. In addition, the transponders are registered to my address, the same address where my cars are registered in my name, the same name the transponders are in and the same address the $299 invoice was sent to.
  
  I am happy to pay the original $19 toll violation but believe the $280 fees are excessive especially in the aftermath of a pandemic economy where every penny counts. Pardon the pun but it seems like highway robbery. I hope this can be resolved through BBB satisfactorily for both sides. If I cannot resolve at this level I feel I will have no choice but to contact my state Senator and Congress representatives as well as the local news to look into this practice. From a consumer perspctive the optics do not look very good for a private or public entity to add an excessive $280 onto a $19 bill. I do not have copy of bill handy but am happy to provide account #'s or necessary information when contacted.

  Business Response

  Date: 04/03/2023

  Re: Case ID# ********On behalf of E-ZPass Virginia, I apologize for any inconvenience the customer has experienced.I spoke with the customer to advise that the vehicle was not listed on the E-ZPass account at the time of the violation, and we would waive the administrative fees and subtract the tolls from the E-ZPass account. The customer said that he made a payment to the collection agency today. I reached out to our finance team to determine if the collection agency can void or cancel the payment made because the payment has not been processed in our system as of today. If the collection agency is able to cancel the payment, we will subtract the cost of the tolls from the E-ZPass account and waive the administrative fees.Kind Regards,****** ******Customer Service Supervisor

• Initial Complaint

  Date:03/18/2023

  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 are writing in regard to our Virginia EZ Pass account (Transponder # *******) and recent fraudulent activity that has occurred. I live in ******** ****** *** I purchased a 2018 Honda Accord Si on MAY 28 2022 in New Jersey. I was provided a temporary plate, # ******* until my permanent plates were issued from VA. We updated the transponder accordingly, and returned home to Virginia 29 MAY (and there will be tolls indicating the trip according to the transponder).
  We started to be charged for a duplicate temporary plate – indicated above, that was driving in other states that do not belong to us. We first received an EZ Pass bill from New Jersey with a photo of an Audi using the temporary plate. (NJ EZ pass violation # *************-**). We also received a bill dated 04 MAY (#***********), and the license was on a Honda (not ours); this was 24 days PRIOR to the date we even purchased our vehicle and received the temp plate! The amount we have been charged for tolls that DO NOT belong to us amounts to $182.21...and this doesn't include the administrative charges EZPASS invoiced.
  NJ agency amounts to $26.95
  MdTA agency amounts to $53.92
  DRBA agency amounts to $15.00
  MTAB&T agency amounts to $40.68
  PANYNJ agency amounts to $66.00
  Our EZ pass statement clearly indicates tolls charged to our transponder. Those tolls charged to the TEMPORARY license plate (and not the transponder) do NOT pertain to us, those vehicles do not belong to us! We are seeking restitution for charges that do not belong to us, and have our account fully reimbursed for the amount indicated. We have made phone calls, sent certified letters, and we went in person to speak with EZPASS, and they insist the charges will stand - to my knowledge there wasn't even an investigation OR it would have been clear that the temp plate was issued multiple times; we just happened to be the idiots who added it to our transponder. Lesson learned.

  Business Response

  Date: 03/28/2023

  On behalf of E-ZPass Virginia, I apologize for any inconvenience the customer has experienced.I spoke with the customer on 3/24/2023 and advised we do not have access to out-of-state violations and to dispute with them directly. The customer said that she spoke with the out of state toll roads, and they referred her back to E-ZPass Virginia. The temporary license plate was removed from the account on 6/22/22. I submitted toll disputes to MD, NY, and NJ. I submitted a toll charge dispute on the customer’s behalf for the tolls that posted to the account with the temporary license plate after May 29, 2022, and for notices received before May 28, 2022, when the vehicle was not purchased. The customer agreed to send supporting documentation when the temporary tag was issued to her. It can take 30 days or longer for the customer to receive a response from the out-of-state toll roads.Kind Regards,****** ******Customer Service Supervisor

  Customer Answer

  Date: 03/30/2023

  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.
  In addition to the invoices charged  efore and after the date the temporary tag was received, I have repeatedly mentioned I am disputing charges that were automatically deducted from my acct that were NOT defined by the transponder during the time it was issued. The statements show which were charged to the plate number alone or which were charged to the transponder. I don't know why this is difficult! I am not asking for millions of dollars...only those that were erroneously deducted, and it is very clear to see on the statements! Finally, a letter from NJ DMV has been provided which clearly states the dates the tag was issued.
  
  Regards,
  
  *** *****

  Business Response

  Date: 05/01/2023

  Re: Case ID# ********On behalf of E-ZPass Virginia, I apologize for any inconvenience the customer has experienced. I spoke with the customer on 4/27/2023 and advised the disputes were refiled on her behalf with the supporting documentation provided. I also explained that it can take 30 days, sometimes longer for the toll roads to decide. The decision to approve toll adjustments when provided will be the toll roads decision. Kind Regards,****** ******Customer Service Supervisor 

  Customer Answer

  Date: 05/01/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not yet resolve my complaint.  For your reference, details of the offer I reviewed are below. This effort made by VA Ez Pass is commendable; however it does not yet resolve the complaint.  I have received an email stating that the claim is denied given the payments were made by transponder and that the claim is older than 300 days old. That payment was made per transponder IS my complaint, and has been since I first filed the complaint with EZ Pass in JUNE 2022. There was no action taken then and now they want to deny the claim stating it is too late to claim. (Copy of email attached)this claim is not yet satisfactorily resolved.
  Regards,
  
  *** *****

• Initial Complaint

  Date:02/28/2023

  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.

  Violation number is ************.
  I never received any kind of notice of violation in the mail or otherwise, and this was sent to collections. Collections has sent me notice, with an additional fee. It seems like a very unfair flaw in the system if this is normal, and I feel I should have been put on notice of the fees before it was sent to collections.

  Business Response

  Date: 03/17/2023

  Dear Sir or Madam:Re: Case ID# ********On behalf of E-ZPass Virginia, I apologize for any inconvenience the customer has experienced.As a one-time courtesy, the amount due was reduced to the first notice in the amount of $36. I spoke with the customer on 3/8/23 and advised her that the notice number ************ was mailed to a different address that is not listed under the Case ID ********. The customer said that the notice had not been received at the other address either. The customer’s first and last name and address is listed in our system under a different license plate and the customer made a payment on 2/21/23.Kind Regards,****** ******Customer Service Supervisor 

  Customer Answer

  Date: 03/20/2023

  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:02/28/2023

  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.

  On Feb. 28th I received an invoice in the mail stating that I had missed a toll and owed $31.55. I called the customer service number provided. I told the individual that the license plate on the invoice and the plate in the photo were not mine. Their response was that the information was provided by the DMV and I would need to contact the DMV and get proof that it was not my license plate and send it to them. I asked why would they not contact the DMV since they were the ones they received the information from and they apologized for the inconvenience. I told them an apology would be for me not to have to take my time and effort to prove information I had just told them was incorrect, they should do it since they now know it is wrong. They said that was the only option I had and apologized again. I asked them what would happen to the person who's plate it actually was because if I got this letter, they likely did not. They said they did not know since it was auto generated. It seems crazy to me that I should have to prove this. I told them that I have received a notice in the past, why can't they just look up the information listed on my EZpass from that time or look up the information registered for my EZpass. He again apologized for the inconvenience.

  Business Response

  Date: 03/10/2023

  March 6, 2023Dear Sir or Madam: Re: Case ID# ********On behalf of E-ZPass Virginia, I apologize for any inconvenience the customer has experienced. I spoke with the customer on 3/6/23 and advised there are no violations under the customer’s first and last name in our system. I was able to locate an E-ZPass account under the customer’s first and last name, and address. The customer declined to make a payment at the time of the call. The customer was not able to verify which toll road was travelled. We do not service all toll roads in Virginia, the customer should contact the toll road that is listed on the notices that were received. I advised the customer the most recent transactions that posted to the account were from the Express Lanes, which is a toll road that we do not service. The phone number to the Express Lanes is ************. The customer is responsible for sending documentation from the DMV to support when the address was updated. Kind Regards,****** ******Customer Service Supervisor

• Initial Complaint

  Date:02/09/2023

  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 toll invoices for the FIRST time that read FINAL notice. I called immediately because of the outrageous $25 administrative fee on top of a $6 toll violation. I wanted them waived. Of course there is NO recourse for such a request which is a prime example of capitalism at its best. White privileged, top 3% wealthy at their finest, raping the people because they can. To my horror I was informed that I had a bill for over $200 instead of the $73 I calculated based on the ONLY two I had received. I am a public school teacher, and I CANNOT afford that egregious cost/bill. I asked for a call by the supervisor two days ago which still hasn’t happened; I then PAID the $73 but refused to pay the rest. I have no other invoice. The fees are absurd. This same criminal activity was happening in ***** and people accrued thousands of fee and toll violations, refusing to pay bogus whitewashed invoices. They won because this is entrapment and needs to STOP! I need help disputing whatever charges are left that the VA tollway, specifically hwy 66, claims are remaining. Please respond with next steps. ***********

  Business Response

  Date: 03/01/2023

  Dear Sir or Madam:Re: Case ID# ********On behalf of E-ZPass Virginia, I apologize for any inconvenience the customer has experienced.I spoke with the customer on 2/22/23 and advised I-66 Inside the Beltway did not charge administrative fees on the first violation notice ************, but additional violations thereafter included administrative fees up to $25. This information is included on the violation notices that were sent. I advised how to dispute the administrative fees and the option to open an E-Pass account to have ½ of the administrative fees waived. To dispute the administrative fees, the customer will need to print, sign, and date the back of the violation notices and why she is not responsible for paying the administrative fees. I emailed copies of the toll violations to the customer to dispute the violations and provided the website address (tollroadsinvirginia.com) to make a payment. The dispute can be sent via fax to ************ or via email at ***************************** It can take 3-5 business days to be approved or denied. The customer opened an E-ZPass Virginia account on 2/27/23 and ½ of the administrative fees were waived.Kind Regards,****** ******Customer Service Supervisor

• Initial Complaint

  Date:02/08/2023

  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 received a summons for 3 year old toll violations and never received the intial violations in the mail. In the time between the initial violation and this summons I have moved homes but my address has always been up to date with the post office. In speaking to a rep from VDOT they told me that my mail had been returned to their establishment with no "forwarding" address. I confirmed that the correct mailing address was on the label (it was). I don't see why I am being held to the fire for violations I never received. In wanting to just be done with this and to pay the tolls I called at the beginning of Jan to pay the reduced fee amount. I was told an email would be sent to the ONE person who is in charge of taking the payments for these situations. I never received a call and ended up having my court date pushed back to give them more time to contact me. As of today, at least 3 to 4 emails have been sent in my attempt to pay these fees. The last time I called I was told there was now an additional 660+ dollars that had been added to my violations. I am beyond frustrated with this process and at this point no longer want to pay. My hands are tied. I would have loved to pay the initial violations but if I don't get them in the mail how else am I to do such? Now I'm facing over a $1000 charge because of a faulty mailing system and a faulty collections system. This is unacceptable.

  Business Response

  Date: 03/08/2023

  Dear Sir or Madam:Re: Case ID# ********On behalf of E-ZPass Virginia, I apologize for any inconvenience the customer has experienced.I left a message and sent an email to the customer on 3/2/23 to advise the bill adjustment was approved. Another message was left on 3/6/23. VDOT approved to reduce all notices including the notices that are in summons to the first notice. The customer is responsible for paying the cost of the tolls in the amount of $984.75. Going forward if there is a change in the address or not, all other violation notices will be upheld. The customer should contact the violations department as soon as possible, no later than 3/10/23 to avoid the court date on 3.28.23. The phone number to the violations department is ************** and choose option 3.Kind Regards,****** ******Customer Service Supervisor