EZ Pass NJ

My complaint is regarding your lack of customer service and the fees you took from account.

On 10/28/07, my boyfriend and I were lost. It was very late in the evening. It was about 2:30 in the morning. We came across a toll that we did not intend to go on, but had no choice but to go forward, We then decided we would just get off the next exit and turnaround only to see the signs that we were heading towards Albany and the next exit wasn't at least for another 40 miles. So we had to turn around.

On 12/4/07, I received my statement and I immediately called the customer service line regarding the $13.64 they charged my account. I was expected to perhaps just pay the $0.35 toll each way. The representative took my complaint down and said I would have to call back to check on the status of my complaint because you don't call your customers back.

On 12/26/07 I called and spoke with another representative and was informed my request was denied because I made a U-Turn. Even if I had paid cash, I would have to pay that fee. I asked to speak with someone higher up and was informed that no one was available after being placed on hold for a long period of time. She then took down my phone number and said she will have someone call me back. I'm not surprised that I never got a call back.

Since you don't have an email address, I then wrote you this little space you have available for our comments. All you responded to me was that my request is denied. Doesn't matter that I wanted someone to speak with me. You just don't want to deal with it and could care less about what your customers are dealing with.

Before EZ Pass even existed, if I was ever lost, I the person at the booth would just let you turn around and they didn't charge you to the fee because they understood you were lost. We just wanted to go home and not head even further away from it.

A few years back I had a complaint regarding the extra fee that you had charged to my account. It was regarding your statement fee at the time and how I was never charged a fee previously and that all of a sudden you started charging me the fe. I even remember the exact words the representative on the line said. "What's the big deal. It's only a dollar". I was then provided an address to send my complaint to and I never received a response at that time.

Now I am trying this method and am hoping someone can do something for me. All I want is this toll to be credited back to my account.

Thank you for your time.