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PAMANA ni MADAM JEN

Missed toll (within 5 days of trip) First invoice (6-35 days after trip) Second invoice (45-74 days after trip) Collections (90+ days after trip) Court (180+ days after trip)

COMMON MARK DOWN

🐾 Across the Express Lanes we have a camera technology that identifies when a car makes a trip on HOV mode with or without 3 people on the vehicle.

🐾 ADMIN FEE - The fee is not a penalty. Instead, it’s used to offset the costs of recovering the unpaid toll, including image review technology and invoicing.

🐾 Non EZPass

🐾 As a Virginia E-ZPass account holder, you can also contact your E-ZPass agency to sign up for a range of email and text notifications about your account.

Reason of Invoice • Educ Transponder was Insufficient funds • Educ Transponder was not detected • Educ Transponder was Invalid

N O T E S • Educ FTF • Educ Admin Fee • Future Educ • Adv FTF is only payable within 14 days • Adv to have TP per vehicle • Educ Dynamic Pricing • Educ Zone Pricing • Educ Signage • Educ Proper Mounting • Educ cx that even thou they have sufficient balance now, we cannot collect a payment • Educ cx we can't collect a payment using EZPASS after the trip and needs a card to make a payment • Advise cx we can only accept card payments • Advise to send us (proof of payment / replacement receipt / EZP statement / bank statement) via email for us to conduct further review • Ask for documentation via email to conduct further review • Adv that cx can pay depending on her budget as long as trips are not yet an invoice • Educ FTF is only eligible to reduce AF and not reducing/removing TOLL FEE

IMAGE ERROR • Write-off the balance of $XX due to IMAGE ERROR • Cx's car is LPN - MODEL || on the Invoice, it is XX- MODEL

E Z P A S S • Educ cx EzPass & Express Lanes are 2 diff entities • Adv cx to call EZP for the TP

F T F • FTF was applied on XXXX, trip dated on or before this date will be applicable for FTF.

C O L L E C T I O N S • XXX trip(s) with collections > ref to NCC for payment

M E D I U M V E H I C L E • Vehicle’s height: • Educ cx all vehicle above 7ft is considered as a medium vehicle that will be charge 3 times higher from the basic toll fee rate

ABUSIVE CUSTOMERS • Thank you for calling Express Lanes. We will not be able to assist you as your number has been identified as abusive; I will now terminate the call.

P H O N E N U M B E R S • EXPRESS LANES 855-495-9777 • NCC 571-427-4947 or 866-883-4391 • DMV 804-497-7100 • i66 Toll Road 833-643-2867 EZ PASS • VA 877-762-7824 • MD 888-321-6824

HOV NOMINATION

Ref no.: Name: LPN: Tag no: Trip date and time: Validity:

Signature Name:

NORMAL FORMAT

FMAT: Verified: Yes Name: Email: Phone: Concern: • LPN: • Resolution: • •

Amount Paid: Payment Code: Amount Reduced (if any): FTF Code (above $200):

Signature Name:

FAIR TRAVEL

Name: Concern: • Cx rcvd email notif • Cx got charge for having HOV trip • LPN: • Tag: Resolution: • Status: HELD / CLEARED || Process: DISPUTE / MODIFIED • Claiming -- ppl (XX Adult - XX Kid) • adv we didn't detect 3 people • adv 3 bdays for the result • adv 3-5 bdays for the refund • educ HOV requirements Email: Phone: Toll Amount: Trip ID: Trip Date:

Signature Name:

COURT CALL Verified: Name: Email: Phone: Concern: • LPN: • Rcvd court summons Resolution: • Offered PCS to write-off all the trips • Educ cx can pay PCS until the day before the court date || Court Date: || County: (WED, FFX) (THU, PWC) || Roadway: || PCS Amount: Amount Paid: Payment Code: Summon ID: • Toll Amount: Additional Fee:

Signature Name:

CREATING STAKEHOLDER ACCOUNT

Ask for the complete name and email address. Check first if the customer had a STAKEHOLDER account using their email. If they do, DO NOT CREATE ANOTHER ACCOUNT. Always use the EXISTING STAKEHOLDER. If none, CREATE STAKEHOLDER.

OUI STATUS

Status: HELD Process: DISPUTE (NOT YET CHARGE) Advise: • We didn’t detect 3 people in the vehicle. – (NO OTHER REASON) • Wait 3 business days to receive the result via email. Educ: HOV Requirements

Status: CLEARED Process: MODIFIED (ALREADY CHARGE) • We can only modify 2 recent trips. OCCUPANCY: change TOLL to HOV PRICE: change to 0 then click RERATE REASON: Claiming XXX people Advise: • Wait 3-5 business days for the refund. Educ: HOV Requirement

Status: ADJUDICATION (UNDER INVESTIGATION)

Status: SUBMITTED FOR ENFORCEMENT / ENFORCED (MISSED TOLL / TOLL VIOLATION) -- Check CBO Advise: • Discuss the trips Educ: EZ-Pass future educ

Status: SUBMITTED FOR CLEARING (UNDER INVESTIGATION, BUT WILL BE CHARGE TO THE EZPASS ACCOUNT)