USE THIS EDUCATION w/ BASIC SPIEL

• PHONE NUMBERS
• EXPRESS LANES: 855-495-9777
• DMV 804-497-7100
• VA 877-762-7824
• MD 888-321-6824
• PWC 703 792 6141
• FFX 703-246-3764
• PAM 866-470-1305
• COLLECTIONS / Nationwide Credit Corporation: 571-427-4947 / 866-883-4391

////////////////////////////////////////////////////////////////

• SPANISH CALLBACK https://forms.office.com/r/bqfTa86ivQ
• PCS TRACKER https://forms.office.com/r/FzPAu1cnzy

"i66 -Express Lanes and I66 Toll Road are separate entities."

• For further assistance, kindly contact I66 at 1-833-643-2867 or send an email to i66customerservice@I66EMP.com"

/////////////////////////////////////////////////////////////////

READY FOR DMV

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

^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^

RESOLVE

Charged With EL Fee

"We understand mistakes happen. Our team works with the Virginia Department of Transportation to make sure the Express Lanes are clearly marked. It’s best to deal with payment sooner rather than later. To avoid any penalties or additional fees, you can take care of the balance here with me now." "In the future, please keep an eye out for the purple and white signs leading up to and on the Express Lanes. Unlike traditional toll roads, our Lanes don’t have toll booths or the option to pay in cash. That means you must have an E-ZPass account to use them."

More Than 7 Feet Vehicle

• "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."
• "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."

============================

None EZ Pass

• 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.

============================

VA EZ Pass

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

=============================

ADMIN FEE

• 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.

INCREASE

• The fee(s) cover the resources needed to locate and contact the driver. If we have to send multiple invoices, the fees may increase. It is important to make sure your info is up to date with DMV to avoid delays.

==============================

CONGESTION

• Thank you for contacting us. I certainly understand your concern. When there’s congestion or a major delay, we use the electronic signs leading up to and on the Express Lanes to communicate with customers. That way, you always know what to expect and have plenty of time if you want the option of taking an alternate route.

• If the customer is an E-ZPass Customer, add the following: Given the circumstances, I’ll go ahead and reverse the charges. [$X.XX] will be returned to your E-ZPass account within 3-5 business days. This is one-time courtesy.

• If the customer is a Non E-ZPass, add the following: Given the circumstances, I’ll go ahead and reverse the charges. [$X.XX] will be returned to your bank account within 7-10 days. I can only do this once. In the future, if you decide to use the Express Lanes, the charges can’t be reversed. ===========================

AFFIDAVIT

• Thanks for contacting us. I certainly understand your concern. You received an invoice because your vehicle was seen traveling the Express Lanes on [Insert Date] without paying the toll.

• If you were not the person behind the wheel, here’s what you can do: Submit an Affidavit of Non-Liability, saying [the vehicle was sold, the vehicle/license plate was reported lost /stolen, you were not the driver] during the trip(s) in question. Please note: the affidavit must be notarized before you return it. To fast track the process, you can fax the completed paperwork to (571) 419-6001 or email it to customercare@expresslanes.com.

• If the customer is an E-ZPass Customer, add the following: Do you know about our free Express Lanes mobile app? The app helps you plan your travel and allows you to view real-time traffic cameras across both the regular lanes and Express Lanes. I highly recommend downloading the app.

Also, might be worth checking out a few things with your E-ZPass.
• Is it mounted properly?
• Is your E-ZPass account funded?
• Are all license plate numbers linked?
• Do you have auto-replenishment setup for the account?

============================

Misuse Email Script

^ “Across the Express Lanes network, we have camera technology that identifies when a car makes a trip on the Lanes. Nothing to worry you will not be charge for this trip, it’s just an educational email for HOV Travel. + HOV requirements”

============================

SUP CALL

^ "I'm sorry to hear about your experience with us. I understand that you'd like to speak with our supervisor. I'm also trained to handle Express Lanes accounts, I can take a look at your account now and assist you" ^ "I understand that you would like to speak to my supervisor but I am also trained with the process and I can take a look at your account now and assist you."

============================

FTF NO ELIGIBLE

• Our records confirm a one-time courtesy reduction in the amount of $xx.xx was applied to the account on Date, xx, xxxx. We are unable to offer a reduction as you were previously given an adjustment and the charge in dispute is valid.

• If customer has an invoice to pay: To avoid further penalties or additional fees continue to stay on the line to complete the payment process with me.

• If customer has balance buts doesn’t have/didn’t receive an invoice: To avoid any penalties or additional fees, please continue to stay on the line to complete the payment process of your invoice with me. ============================

DYNAMIC PRICING

• We are happy to explain to you how our pricing works. Like Uber and Lyft, 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 drivers always know what to expect.

• 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.

=============================

PAYMENT OPTIONS

• To avoid any penalties or additional fees the best way is to pay over the phone with me now. If you would like to still pay with check, please refer to the front side of your toll invoice for available payment options. Please ensure the payment slip is included with your check when sending payments via mail. Send check payable to:

C/O JP Morgan Chase Bank, N.A P.O Box 28148 New York NY 10087-8148

==============================

TRANSPONDER

• 1 trip

The charge was not accepted by your E-ZPass 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-ZPass 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-ZPass agency during the trips in question, due to insufficient funds, which caused invoices to be issued.

================================

DISPUTE

• The original toll invoice was mailed to an address provided by the Department of Motor Vehicles (DMV). The first invoice was sent on Month Day, Year and the second invoice was issued on Month Day, Year.

Internal Note: if the invoice is not scanned to the account and the customer asks for proof, as a courtesy we can write off invoice.

==========================================

FLEX

FAIR TRAVEL

• Across the Express Lanes, we have camera technology that identifies when car makes a trip on the Lanes in HOV mode. We will re review the data and will get back to you within 3 to 5 BD
• Please ensure to meet the requirements needed for free travel, 1st there must have 3 or more people in the vehicle also kindly ensure there's no object obstructing the view from the window and make sure that the passengers are visible, 2nd your transponder must be switch to HOV ON and must be properly mounted at the center of the windscreen behind the rearview mirror, and lastly your account must still have a sufficient balance even though we will not charge the account since the toll fee is free..

HOV/TRANSPONDER

• There are 3 req. in traveling in HOV 1st there must have 3 or more people in the vehicle 2nd your transponder must be switch to HOV on and the 3rd one is your account must still have a sufficient balance even though we will not charge the account since the toll fee is free
• If you have fewer than the required number of people in your vehicle, select the toll-paying mode on the e-z pass flex to have the toll automatically debited from your account. you can change modes using the switch located at the bottom of the e-zpass flex device. simply move the switch to select "HOV ON" or toll-paying MODE (covering "HOV ON"), depending on the number of people in your vehicle.

=================================

COLLECTION

NIXIE or REFERRAL FROM NCC

• Our records show an invoice for [$X.XX] was mailed to you on [Insert Date] for [Insert Reason]. The invoice was sent to address you have on file with the DMV. It was returned to us as un-deliverable, and on [Insert Date], it was forwarded to our Collections team. 

It’s best to deal with payment sooner rather than later, and at this stage you can reach the Collections team at 571-427-4947 or 866-883-4391 from 8:00 a.m. to 8:00 p.m. EST on Monday through Thursday, 9:00 a.m. to 6:00 p.m. EST on Friday and 9:30 a.m. to 1:30 p.m. EST on Saturday to handle this matter.

===================================================

COURT

READY FOR COURT

• We show xx trip/s in the process of progressing to court. At this stage, I’m authorized to offer you a settlement of $xx.xx. Once that total is paid, all remaining trips will be waived. To avoid further penalties or additional fees continue to stay on the line to complete the payment process with me.

DISMISSED or REFERRAL FROM COURT -- The case was dismissed; however, your account shows a remaining balance of [X.XX] for [Insert Reason]. To avoid further penalties or additional fees continue to stay on the line to complete the payment process with me.