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FTF E-ZPass/ Non E-ZPass

FTF/Reductions/Waivers:

• Offer only if a customer requests for a reduction.

"[Insert Customer Name], I have good news, you are eligible for our First Time Forgiveness program. I’m able to [waive/reduce] your payment by [$X.XX]. I can only do this one time, and it will bring your balance down to [$X.XX]. Your new due date is [Insert Date]. That’s probably different than the date on your invoice. To avoid any penalties or additional fees, you can take care of the balance now with me."

When a non E-ZPass customer contacts us

• Offer only if a customer mentions First Time Forgiveness:

"[Insert Customer Name], I have good news, you are eligible for our First Time Forgiveness program. I’m able to [waive/reduce] your payment by [$X.XX]. I can only do this one time, and it will bring your balance down to [$X.XX]. Your new due date is [Insert Date]. That’s probably different than the date on your invoice. To avoid any penalties or additional fees, you can take care of the balance now with me."

When a non E-ZPass customer contacts us and a reduction is being offered and the customer is not able to pay online due to issue with website:

• The customer mentions one time Forgiveness

"I can help with this; you are eligible for our First Time Forgiveness program. I’m able to [waive/reduce] your payment by [$X.XX]. I can only do this once, and it will bring your balance down to [$X.XX]. It’s best to deal with payment sooner rather than later. Continue to remain on the line and take care of your balance with me."

When a VA E-ZPass customer contacts us and we are not able to VToll due to issue with account:

"Insert Customer Name], have you experienced any recent issues with your EZPass account? Right now, I’m unable to move the balance of [$X.XX] to your EZPass. It might be because your account balance is low, or the license plate number is not linked.

INTERNAL NOTE: What we can do is reduce the fees and accept the payment as long as there are no more than 5 trips. We then set expectations to ensure account is in good standing moving forward.

In either case, here’s what you can do: contact E-ZPass’s customer service center to update your account and then give us a call back by [Insert Date] to complete the transfer. I’m able to [waived/reduced] your payment by [$X.XX] as a one-time courtesy. You can reach E-ZPass customer service by calling 1-877-762-7824."

FTF VA E-ZPass

• When a VA E-ZPass customer contacts us and we are unable to process a VToll as trips are outside of the 90-day window:

"No worries, [Insert Customer Name]. That’s a quick fix. I’m able to [waived/reduced] your payment by [$X.XX]. I can only do this one time, and it will bring your balance down to [$X.XX]. Your new due date is [Insert Date], which is different than the date on your invoice. To avoid any penalties or additional fees, you can take care of the balance now with me."

• When a VA E-ZPass customer contacts us and we are unable to process a VToll as trips are outside of the 90-day window, but the customer is unable to pay online due to issue with website:

"[Insert Customer Name], I’m happy to report that you are eligible for our First Time Forgiveness program. I’m able to [waived/reduced] your payment by [$X.XX]. I can only do this once, and it will bring your balance down to [$X.XX]. To avoid any penalties or additional fees, you can take care of the balance now with me."

FTF VA E-Zpass -Vtoll

• When a VA E-ZPass customer contacts us and we are able to process a VToll:

[Insert Customer Name], I’m happy to inform you that I can charge the trip(s) to your E-ZPass account as a onetime courtesy. Just so you know, it may take 3-5 business days for the new charge to appear on your account. Feel free to call back next week if you have any questions.

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First Time Forgiveness/CSC Reduction Guidelines

The following guidelines should be followed by all Customer Service Agents when processing customer requests for reductions. In all cases, the customer should be educated on the cause of the violation or unexpected charge to their E-ZPass account, and ways to avoid invoices in the future.

VA E-ZPass Customers

Proactively offer Guarantee VTOLL to ALL customers who meet the following guidelines

TBD, notate in the account