******************FUTURE TRAVEL******************  

EDUC FOR NON EZ PASS USER -To prepare for your future travel on the Express Lanes. You can open an E-Z Pass account or sign up for Missed a toll email notification.

EDUC FOR EZ PASS USER -As a Virginia E-Z Pass account holder, you can also contact your E-Z Pass agency to sign up for a range of email and text notifications about your account.

-In addition, as an EZ pass user please ensure the transponder is properly mounted, there are sufficient funds on the account even the toll fee is free, all license plate numbers are linked, auto-replenishment is active and the address is updated with the DMV. as for

EDUC FOR OOS USER -Please ensure the transponder is properly mounted, there are sufficient funds on the account, all license plate numbers are linked, auto-replenishment is active, and the address is updated with the DMV.

*FMAT REGISTRATION -Would you like to be register for our future Missed a Toll notification? In case you travel again in the future, we will send you an email before it progresses to an invoice.

• Signage on the roadway informs travelers a higher rate will be charged for larger vehicles. Larger rides like box trucks can weigh a lot more than regular passenger vehicles. Those extra pounds do more damage to the road that we maintain. To help make sure we can continue to give all our customers a great travel experience, we charge larger vehicles a different rate. The vast majority of customers drive personal passenger vehicles that are under 7 feet and pay the standard toll.

RENTAL VEHICLE -Try contacting the rental car company for more info. Sometimes they add charges for E-Z Pass trips or unpaid tolls to your bill.

(If they say there wasn’t an E-Z Pass mounted, say the following: ) -The license plate may be associated with the rental company’s E-Z Pass account. Again, I think it’s a good idea for you to reach out to the rental car company.

• For this one you can actually send us your rental agreement that indicates you're not the the one using the vehicle during the trip so that we can dispute the charge on your EZ Pass. (customercare@expresslanes.com) ===================================================== ****************** MEDIUM VEHICLE ******************

• As per checking here in our system the reason why you have been charged (medium vehicle) is that during the time of the trip you actually exceeded the maximum height required to the express lanes which is 7ft and all over 7ft vehicle is considered as a medium vehicle and it will be charge 3 times higher from the basic toll fee rate.

but I can't assure you that we are able to waived the fee since we will gonna check here first in our system

SPIEL:

• As a courtesy, I can reduce the amount of the tolls down to the standard rate of $XX.XX. And as part of our FTF Program, I can remove the admin fee on your invoice, bringing your balance down to $XX.XX

IF THE CUSTOMER WANTS MORE EXPLANATION:

• Those larger rides, like box trucks, can weigh a lot more than a regular passenger vehicles and do more damage to the road that we maintain. Nearly all personal passenger vehicles are under 7ft tall and pay the standard toll.

**To provide a smooth driving experience, the 3x rate applies to vehicles taller than 7 feet in height. This includes most tall passenger vans, commercial vans, 2-axle large box trucks, and flatbed trucks on the 495, 95 and 395 Express Lanes.

IF THE CX IS CHECKING IF THERE'S A BALANCE UNDER THEIR LPN

*As per checking here in my system I don't see any violations under the account number/LPN that you've provided but you ca give us a call back once you received an invoice or email notification from us. (CREATE STAKEHOLDER AND ASK IF WANTS TO BE ENROLLED TO FMAT)

IF THE CUSTOMER DOESN'T HAVE OUTSTANDING BALANCE

• As per checking here in our system you don't have an outstanding balance anymore from us and the invoice you received from us has been already paid.

IF THE CUSTOMER RECEIVED AN INVOICE EVEN THOUGH THEY HAVE EZ PASS

• You receive an invoice from us because during the time of the trip your EZ Pass (reason will be check on OUI), and the balance that you have here on us is (balance) so would you like to settle a payment with me right now?

RENTAL VEHICLE

• Try contacting the rental car company for more info. Sometimes they add charges for E-Z Pass trips or unpaid tolls to your bill.

(If they say there wasn’t an E-Z Pass mounted, say the following: ) -The license plate may be associated with the rental company’s E-Z Pass account. Again, I think it’s a good idea for you to reach out to the rental car company.

TRANSPONDER/E-ZPASS ISSUE

• If the transponder is read and rejected because the status is INVALID: (1 trip:) -The charge was not accepted by your E-Z Pass agency during the trip in question, due to an invalid status, which caused an invoice to be mailed to you.

(2 or more trips with 1 invoice:) -The charges were not accepted by your E-Z Pass agency during the trips in question, due to an invalid status, which caused an invoice to be issued.

(2 or more trips with 2 or more invoices:) -The charges were not accepted by your E-Z Pass agency during the trips in question, due to an invalid status, which caused invoices to be issued.

*If the transponder is read and rejected due to INSUFFICIENT FUNDS: (1 trip:) -The charge was not accepted by your E-Z Pass agency during the trip in question, due to insufficient funds, which caused an invoice to be mailed to you.

(2 or more trips with 1 invoice:) -The charges were not accepted by your E-Z Pass agency during the trips in question, due to insufficient funds, which caused an invoice to be issued.

(2 or more trips with 2 or more invoices:) -The charges were not accepted by your E-Z Pass agency during the trips in question, due to insufficient funds, which caused invoices to be issued.

*If no transponder read due to IMPROPER MOUNTING: -The transponder did not read during the trip in question due to improper mounting, which caused an invoice/invoices to be issued. To prevent future invoices, please reference the E-Z Pass mounting instructions that can be found on your E-Z pass agencies website.

*If transponder is properly mounted and did not read: -The transponder was not read during the trip in question, which caused an invoice to be issued.

READY FOR DMV ( MISSED A TOLL) SPIEL Upon checking here in my end I've seen here that you have a violation that is already MISSED A TOLL trip. Which happened on [trip date] To avoid any penalties or additional fees the best way is to settle your payment with me now. Would you like to settle your payment?

Fair Travel General Explanation

MAY I KNOW WHAT IS THE SUBJECT OF THE EMAIL YOU RECEIVED

EDUC // FAIR TRAVEL

• Just a reminder make sure that you meet the requirements of having 3 people in the vehicle, the EZ Pass flex is on HOV Mode ON, There are sufficient funds even though the toll fee is free. and also make sure that there's no object obstructing the view from the window and the vehicle is not heavily tinted so that out camera technology will not be triggered.

TOLL ALERT EMAIL EDUCATION

• Across the Express Lanes, we have camera technology that identifies when a car makes a trip on the Lanes in HOV mode ON. For this one we will file a dispute and our team will re-review the data and will get back in touch within 3 to 5 business days. In addition make sure you met the requirements of having 3 people in the vehicle and switch your EZ Pass flex on HOV mode on, and there are sufficient funds on the account even though the toll fee is free.

• The reason why you receive this email is because during your travel we are not able to detect that there are 3 people inside the vehicle and for your future travel kindly ensure that there's no object obstructing the view from the window. And make sure that the people inside of the vehicle is visible.

• Should any other similar trips be identified, they will also be subject to review, and potentially charged to your account if there are determined to be less than 3 people in the vehicle. But nothing to worry because you have no pending charges on your account.

MISUSE EMAIL FAIR TRAVEL EDUCATION

• Across the Express Lanes, we have camera technology that identifies when a car makes a trip on the Lanes in HOV mode ON. And the email you receive is just an educational email and you don't have to worry because you have no pending charges under your account or the LPN you have provided.

• Just a reminder make sure that you meet the requirements of having 3 people in the vehicle, switch your EZ Pass flex on HOV mode on and also make sure that there's no object obstructing the view from the window and the vehicle is not heavily tinted so that out camera technology will not be triggered.

• In addition, please ensure the transponder is properly mounted, there are sufficient funds on the account even though the toll fee is free. ===================================================== IF THE CX IS ASKING IF THERE IS A VIOLATION UNDER THEIR LPN
• For us to verify if you have any violations it will actually appear in our system after 24 or 48 hours but as of the moment I'm not seeing any violations under the LPN you have provided but once you received an invoice from us you can give us a call back for you to settle a payment

IF THE CX IS ASKING WHY THEY KEEP RECEIVING AN EMAIL

• This is a system generated email we don't have any access to it and if you travel to our express lanes it will be automatically send to you but if you have 3 people inside the vehicle you can call us back so that we can process a dispute.

IF WANTS TO BE REFUNDED BUT THERE'S NO VIOLATION (HAS BEEN CHARGED)

• You can actually send us your EZ Pass statement that indicates (if wants to be refunded but there's no violation but already charged) for the trip to be disputed and you will be responded within after 3 days.

IF THERE'S NO UNPAID TRIPS IN 495/95 EXPRESS LANES

• We are not finding any unpaid tolls in our records under your license plate xxx at this time.
• Can you please confirm that you travelled on the 495, 95 and 395 Express Lanes in Virginia? (If the customer say YES) It actually takes 24-48 hours for the trips to appear in our system. But if you want I can sign you up for our Missed a Toll program so that you will receive an email when your trip appears in our system before it progresses to an invoice.

PRICING ZONES SPIELS:

• Zonings are based on the exits in the Express Lanes. If travelling continuously at the Express Lanes, the charges then will add up as one charge on the E-Z Pass account.

• Zone prices are based on the exits in the Express Lanes. If travelling continuously at the Express Lanes, the charges then will add up as one charge on the E-Z Pass account.

• The 95 Express Lanes have multiple pricing zones and decision points for drivers. Once you enter the Express Lanes, you lock in your toll rate until you see another pricing sign or you decide to exit the Lanes. The pricing zones are separated by electronic signs that communicate the toll rates in real-time. At each of these points, you can decide if you want to pay an additional toll and continue on the Express Lanes, or return to the regular lanes.

PROCESS A PAYMENT/CX INSIST WHAT IS THE PAYMENT FOR

• When you process a payment with E-Z Pass it goes directly to your account. Trips made in express lanes are subject for acceptance or rejection by the E-Z Pass depending on the current status of your E-Z Pass account on the date of travel.

• The Express Lanes tried to charge your account but it was not accepted, and when a charge was not accepted, an invoice will be generated, this invoice can only be processed through calling express Lanes or on Express Lanes website.

IF CX WANT TO CHANGE THEIR OLD ADDRESS

• You can contact the department of motor vehicle if you want to change the registered address under the LPN

IF CX IS ASKING IF THERE'S A VIOLATION AND THE VIOLATION IS ALREADY IN THE COLLECTION

• I can see here in our system that you have (how many trips) XXXX that was already sent to the collections that happened on (date and address of the trip).

• if have tp check the status of the tp during the trip

• As much as we want to help you with that since the trip was already sent to the collection we don't have any visibility to your balance but if you want to know how much is the balance you can contact the national credit corporation (571 497 6826/866 883 4391)

DYNAMIC PRICING SPIEL:

• We don't have a specific amount of tolls because we use dynamic pricing. That’s why toll prices may change throughout the day, based on traffic patterns and customer demand.

• Toll prices are listed on the white and purple signs leading up to and on the Express Lanes, so you can be able to check and identify how much is the charge of your trip.

If a customer pushes for more information about how the system works, reply with:

• Dynamic pricing is designed to keep drivers moving on the Express Lanes. The system considers car density, speed and numerous other factors – all at the same time.

If a customer pushes about how high pricing can get, reply with:

• Our team has an agreement with the Commonwealth of Virginia, to keep the Lanes flowing so there is not a stated price cap.

READY FOR DMV - MISSED A TOLL SPIEL

• I'm seeing in my end, a MISSED A TOLL trip. [trip date] To avoid any penalties or additional fees the best way is to settle your payment with me now. Would you like to settle your payment?

COURT

•  your account with the Express Lanes progressed to court. At this stage, I’m authorized to offer you a Pre-Court Settlement of [X.XX]. once that total is paid you don't have to go to the court and the remaining trips will be wave.

2 - $300 4 - $500 5 - $900

id number: court date:

• For every General Inquiry Call (Dynamic pricing with no details provide, Asking for recent No trip found) Ensure to register customer MAT + FMAT and create a stakeholder account.

ADMIN FEE SPIEL:

• The administrative fee applies to all toll invoices, no matter the toll amount. 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.