Complaints about using EZ Pass in Virginia

Complaints about using E-ZPass in Virginia primarily revolve around the following issues:

• Fraudulent or Incorrect Charges: Some users report being charged for tolls or congestion zones they never entered, such as charges for New York’s Congestion Relief Zone despite never leaving Virginia. Attempts to dispute these charges are often met with poor customer service and unresolved disputes, with users feeling the system lacks mechanisms to identify or block fraudulent charges.
• Poor Customer Service: Customers frequently describe E-ZPass Virginia’s customer service as unhelpful, slow, and ineffective in resolving issues. Calls can be lengthy with repetitive information and little resolution. There are complaints about customer service reps not understanding simple matters or failing to take action on reported problems.
• High Administrative Fees and Penalties: Users report excessive administrative fees that far exceed the original toll amounts, sometimes escalating minor unpaid tolls into thousands of dollars in fees. This is seen as predatory and disproportionate, with little recourse for the customer.
• Issues with Transponders and Account Management: Complaints include receiving defective transponders, being charged tolls despite qualifying for HOV discounts, and difficulties updating vehicle or license plate information. Customers feel policies are rigid and favor the company, with inconvenient processes for returning transponders or correcting account information.

Charges, disputes and scam concerns using EZ Pass in Virginia

• Rental Vehicle Charges: Users have been double-charged for tolls on rental vehicles, with E-ZPass refusing to waive the charges or show flexibility, even when customers provide proof that they were not responsible for the tolls during the rental periods.
• HOV Lane Disputes: Some complain about being charged HOV tolls despite having the required number of passengers. E-ZPass relies on unclear or insufficient photographic evidence and refuses to accept customer-provided proof, such as videos or photos taken inside the vehicle.
• Account Suspension Without Notice: There are reports that if the transponder is not used for a specified period (e.g., six months), the account can be disabled without notifying the user, resulting in unexpected charges or account holds.
• Scam and Fraud Concerns: E-ZPass Virginia has been experiencing high call volumes due to smishing (SMS phishing) scams, which add to customer frustration and complicate communication.

In summary, the main complaints focus on billing errors, poor dispute resolution, excessive fees, inflexible policies, and unsatisfactory customer support. Many users express frustration with the lack of competition and feel the system is designed to benefit the company at the expense of customers.
Also see: Disingenuous Insurance Commercials.