The effers at EZpass

[ghostjmf]

are stealing my money. I knew this would happen.

When I picked up my transponder they told me the computers were down & they would enter my info.

Weeks later $20.00 was extracted from my account. Then no more. I can't get onto their website because I need an acct # they never gave me.

I get a toll bill from NH, adding $1.00 to a $3.00 toll, because I supposedly don't have an EZpass acct.

Calling these people is hell; almost no way past the robot. "0" does not work. Eventually one of a 1,000 menus has customer service as an option.

When I do get the human their Spanish accent is impenetrable. No wall will keep phone banks out, I don't think.

They tell me, as far as I can tell, that they have one digit wrong in my bank's routing #. Gee, how did they get my 1st $20.00 out, then.

They also tell me, now that they *can* take $$ out, they are taking out

[ghostjmf]

(rest of story)
$10.00 to cover the account being reactivated. Even though it was them that inactivated it.

So far, they show me as having incurred $20.00 in tolls. That 1st $20.00. I should actually have incurred $48.00, on 4 round trips to Maine. I wonder how many more bills I wil get from Maine & NH, all w/ fines attached.

From now on, I am taking evil transponder off car in Maine, NH, anywhere else I drive that still has tollbooths. Maybe I'll leave it off in Mass too, & let them send me inflated bills.

I did get my account # off the customer service person, plus a username they made up for me. The password I would have given them doesn't work, & I will have to get the # off the transponder in order to get in & change it.

[Bob Juch]

Just wait until they turn all Interstates into toll roads.

[ghostjmf]

And yeah, I did think it was weird that no $$ had been extracted from my account after the 1st $20.00. I supposed NH & Maine were just slow to bill a Mass acct.

I'm still happy I *didn't* give them my credit card #, but this all stinks.

[ghostjmf]

So I use the info I was missing that they gave me, the acct #, to log into their site & am told its no good. Customer service is taking a snow day today; safety 1st, but as I feared they might be. Story continues

[ghostjmf]

The reason I couldn't log in was that I didn't have the password they had assigned me & previous customer service person would not give it to me. Yesterday I got someone who could change the password & give me the new one. "But change it immediately" they said. I can't, the system won't let me. I found out on *that* call they had inserted a letter into my e-mail which isn't in there. I had them take it out but later found they'd cappitalized the 1st letter.

I also was told by them that "username", something they assigned, not something I chose, is spelled differently than 1st person told me.

Humans are not available again 'til Monday.

Even though I can now get into system, I can't find screen that that lets me change these things.

This all because "their computers were down" the day I picked up transponder. They said they'd enter my data.

Uh huh.

[Jeemie]

Did you ever stop to think it's not them, it's you?

I'm serious...you always seem to have weird customer service issues that almost no one else has.

I've had EZ Pass for 14 years...never had a single customer service issue.

Two times I ever had any tolling issues

One is when I changed a credit card and forgot to tell them, so I ended up getting charged the toll for the entire length of toll road I was on.

The next day, when I corrected that issue, they changed it to the toll I actually owed...instantly.

The other is when I got fined for a toll not registering in Virginia and the local authority tried to fine me.

One phone call and it was fixed.

[jarnon]

Did you ever stop to think it's not them, it's you?

I'm serious...you always seem to have weird customer service issues that almost no one else has.

If ghostjmf could afford an iPhone with an unlimited data plan, a new car, a private home ... she wouldn't keep having issues with her balky tablet, jalopy, landlord ...

Then again, she's better off than the guy who can't afford a home or car at all. We all have to do our best with the cards we're dealt.

[ghostjmf]

I think everyone who had their data entered by EZ-pass staff because "the computers are down" is having problems like mine.

And as for having them reverse fines, I was told to send in a picture of my toll paid through EZ pass on the date in question. Because EZ-pass had inexplicably turned off my pass on that date, & wouldn't let me into their website because they wouldn't give me the password they had created for me, forget about getting fine reversed.

By the way, human toll takers are great about fixing lost toll tickets for you. On the NY throughway, all I had to do was try to pronounce the place I had gotten on, Conajoharie. I barely got past stumbling over the 1st 3 syllables.

[ghostjmf]

They claim that their system doesn't allow the 1st letter of your e-mail address to be lower-case. But that "you will still get your e-mail". So far, no e-mail from them. I didn't ask if they know where the "caps" button is on their keyboard. No point.

[Jeemie]

They claim that their system doesn't allow the 1st letter of your e-mail address to be lower-case. But that "you will still get your e-mail". So far, no e-mail from them. I didn't ask if they know where the "caps" button is on their keyboard. No point.

Yep- you have a knack for drawing the absolute worst customer service rep of any company you have need to call, it appears...

[eyégor]

Should have signed up online and have them mail you the trandponder. Wouldn't send you one without registering it.

[Pastor Fireball]

EYEGOR!

[ghostjmf]

eyegor says:

Should have signed up online and have them mail you the trandponder. Wouldn't send you one without registering it.

Couldn't sign up online. They made a point of telling everybody they were forcing in Mass to get EZ pass (because Gov ordered the toll booths torn down) that there would be extreme delays doing it that way. Good luck if you could even get to the site.

When I picked up transponder in person they told me that because their internal computers at this site dedicated to EZ-pass were also down, I had to give them the info on paper & they would put it in for me. That's when all the fun apparently started.

They took my "startup" $20.00 from the special account I had set up just for them.

Then, when it was time for them to extract the next $20.00, they turned off my account instead.

When I called them to get them to turn it on again they insisted account was empty. I'd been keeping track of tolls incurred & making sure always had $20.00 plus an extra $10.00 just so account didn't close or appear empty. In fact, since they'd stopped taking $$ out, it had $70.00 in it. But their web site would not let me in to check what the records showed from their side. They then went through much of my info that they had supposedly put into their computer for me & told me they had the wrong routing # for my bank account, the same account they had already taken $20.00 out of. They had also given me a username other that the one I had chosen, had inserted a letter into my e-mail address that isn't in it, & had assigned me a password but wouldn't, on that call, tell me what it was or change it for me.

Somehow, according to Jeemie, they did all this because its my fault & I somehow made them do it. Even before I ever spoke to anyone other than the clerk who took my paper form & handed me the transponder. They must have made a special mark on the form for "she deserves this treatment".

At least the invoice I've gotten so far from a tollbooth I went through after they had shut off my account but I didn't know it had "only" a $1.00 added charge. People on internet consumer complaint lines (https://www.yelp.com/biz/fast-lane-ma-t ... y-boston-2, https://www.consumeraffairs.com/utiliti ... tml?page=3; just a small sample) have been dunned for $50.00 & $100.00 extra, so I'm pretty scared. I tried to get through to the NH & Maine branches of EZ-pass, to whom I now owe money, & because their roboticized systems don't recognize my phone # (Mass's roboticized system does) I so far can't even get through to a human to tell them to just bill me for the full amounts so I don't have to pay these delinquent tolls one-by-one.

According to Jeemie, all these people who have been screwed much worse than I have (at least so far) by EZ pass are equally bad people who specialize, like he says I do, in antagonizing customer service reps. Even those who have never made it through to a human voice. Hint: For Mass, you wait for a menu which has "general questions" or something like that (I recognize it when I hear it) on it & yell "customer service" into the phone. Pressing "0" does not work.

(And if you don't yell, the voice recognition software tells you "I didn't understand what you said". Apparently its "yelling-voice recognition software".)

[eyégor]

I don't know what, if any, perks you get for signing up in Massachusetts, but if their weren't any that were Mass only (possible when they fired the ticket takers, then you should have signed up in another state. They all are willing to take your money (though I would stay away from the NYNJ Port Authority)

[ghostjmf]

The only "perk" was that I could take the T to one of their dedicated offices (where it turned out the computers didn't work) & pick up my transponder. And I get a slight discount on Mass tolls.

Their mail-help people finally wrote me back today, giving me the address of the site, not on their paper literature or other websites, that you're supposed to go to when logging in the 1st time. Except someone in their organization had already done that for me, someone who put in the data incorrectly & then didn't send me the account #, username or password.