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September 2023 by Rick C.
Received a notice that I was in 'violation' on the Toll road. Called the office and they stated because I had a motorcycle, I ishouldn't have been required to have a transponder since the vehicle was already registered, but the plate was incorrectly read using a 'O' instead of a ZERO. They charged my account to cover the toll, and stated I was all caught up. One month later, I received another letter with penalties added. I called back, and after a long wait on the phone they restated that it was their systems error, and they removed the fees, BUT they had already submitted it to collections and could do nothing about that. The non-'infraction' was for May 15th, I received the notice in July and immediately called and resolved, I received the new notice last week in the end of September, and it already went into collections??? I spend thousands a month on their stupid tolls already, and refuse to pay invalid charges. I am now seeing if I can just cancel my account altogether and just listen to audiobooks on my slightly longer commutes. I am more pissy now, as my wife just died in the beginning of July, and I am tired of having to pay for other businesses' mistakes. They are about to lose $1200+ a month over a $35 invalid fee. Avoid these robbers if you can!
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August 2023 by Robin Vaughan
Despite how much I feel changing people toll fees are totally not called for, I have to say the customer service experience in the Norfolk location was really good. Every time I go there everyone is always pleasant.
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July 2023 by Abuye Abbas
goodserivice
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June 2023 by Randy Yanchuk
Trashy unprofessional no room parking closed you have to pay 33 dollars to go over ther bridge you would expect it to be more professional and organized with such a big icon being located in a high visitor place
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April 2023 by Miguel Colon
it doesn't work
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March 2023 by Christian D'Andrea
I'll admit, when I called customer service, I was expecting static. But I lucked into Kyliah. She went to great lengths to provide solid information, and she took quick deft action to resolve my issue. I was astounded. It was actually a pleasure... to be talking to someone who cares about her profession and is really good at it. Thank you!
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November 2022 by I ride Warrior 350
Great with customers
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November 2021 by Ganeshan Venkatesha
Again I received the same default email from them. I have not received the refund of my balance nor any reply regarding the receipt of the transponder though it was acknowledged on the phone. This calk center website is absolutely ridiculous which does not read the customer emails, in addition does not take any action but always sends a default email. Really astonished that no responsible person is present who oversee the daily affairs. I hope someone will read the reviews and realize what is hapoening.
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November 2021 by Piero Sarmiento Alosilla
I have been on hold for over an hour and I’m still waiting to talk to a customer service representative... why don’t you guys hire more people instead of making your customers waste valuable time ?
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November 2021 by Richard Carter
I called twice and held online for 30 minutes each time with answer.
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November 2021 by Kevin Carpenter
Awesome service
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November 2021 by Patrick B.
There is NO way to get help with issues or even get BASIC customer service. The wait queue on their 800 number is 75 to 100 people deep anytime you call (when they are open). ...Who has HOURS to wait on the phone for customer service? ...Doesn't everyone work and commute for 10+ hours a day? Anything more than a max 10 minute phone wait is TERRIBLE customer service (even before they an address your issue)! There is NO customer service address nor email to WRITE to to get assistance or way to open a ticket for an issue or dispute a charge.. Clearly, the goal is to blow-off the customer.
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October 2021 by Dennis O.
For the last month I have been receiving automated phone calls concerning my E-Z Pass VA account. The calls state tolls can't be charged to my account and I need to contact them. It also says to press one and I will be connected to a customer representative. Well, pressing one places you into a que of over 100. If you ask for a call back (which the automation offers) you never receive a call. I tried to wait. But after 20 minutes and moving from 107 to 84 in the que, the system disconnected me! So I've gone the "chat" route (3-times). The first time I was told my account is in good standing and not to worry. The second chat session 2-weeks later identified there is another account with my phone number erroneously listing my phone number on it and they would contact them to correct it. On the third chat (an additional 10-days later) I was advised that they had sent a courtesy email to the other customer. I stumped the representative when I asked why they couldn't remove the erroneous phone number from the delinquent account? And why I as a customer in good standing should continue to receive calls associated with someone else's account in arrears? I'm sure I heard crickets through the chat... I asked that the issue be elevated to a supervisor and the response was that the chat agent sent an email to his immediate supervisor. I asked for the expected response time. The response, 1 to 3 days. So while I wait on the phone again (3rd time) and wait for a call from a supervisor, I will have to put up with the automated calls about "My Account". This system needs some serious improvement!
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September 2021 by Skip C.
I have not dealt with customer service this bad in many years. My transponder stopped working, so I took it to DMV, per the directions on the EZPass web site. DMV said I was to take it to a grocery store - ? Nope, that's not what the web site states. So DMV has the dead transponder. Now EZPass wants to assess me a $10 "lost or stolen" fee. The transponder is NOT lost or stolen - DMV Chantilly has it. It is not possible to communicate with a human on the 877-762-7824 number; I have waited on hold for as long as 18 minutes, with no person ever picking up. The quickest response I have gotten by e-mail was SIX DAYS. The longest response has been NINE DAYS (so far). Considering the quantity and quality of the self inflicted problems EZPass creates for itself, no wonder. EZPass refuses to refund the money in the account, nor will they put me in touch with a supervisor, so we are going to resolve this externally.
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November 2020 by PUINL NUI
Can't find this place, walked a long way
