FTF ISSUE

FTF HOV 1-2 Trips:

• "I’m happy to inform you that I can offer you a one time courtesy through our First Time Forgiveness program. So I’m able to waive your invoice by $xx.xx. I can only do this one time, and your account now reflects zero balance.
• To avoid further penalties or additional fees continue to stay on the line to complete the payment process with me.
• Don’t forget, your E-ZPass Flex should show “HOV ON” if you want to travel toll-free with three or more people in the car. You’ll hear a loud beep when you switch your Flex to “HOV ON” to remind you it’s in toll-free mode. If you aren’t in “HOV ON” mode you will pay a toll."

FTF HOV more than 2 trips:

• "I’m happy to inform you that I can offer you a one time courtesy through our First Time Forgiveness program. I’m able to reduce your invoice by $xx.xx. I can only do this one time, and your account now reflects $x.xx remaining balance.
• To avoid further penalties or additional fees continue to stay on the line to complete the payment process with me.
• Don’t forget, your E-ZPass Flex should show “HOV ON” if you want to travel toll-free with three or more people in the car. You’ll hear a loud beep when you switch your Flex to “HOV ON” to remind you it’s in toll-free mode. If you aren’t in “HOV ON” mode you will pay a toll."

FTF HOV Invoice more than 2 trips:

• "I’m happy to inform you that I can offer you a one time courtesy through our First Time Forgiveness program. We can write off two of your trips amounting to $xx.xx. I can only do this one time, and it will bring your balance down to $xx.xx.
• To avoid further penalties or additional fees continue to stay on the line to complete the payment process with me."

FTF HOV Travel E-ZPass Charged:

• "I’m happy to inform you that I can offer you a onetime courtesy through our First Time Forgiveness program. Don’t forget, your E-ZPass Flex should show “HOV ON” if you want to travel toll-free with three or more people in the car. You’ll hear a loud beep when you switch your Flex to “HOV ON” to remind you it’s in toll-free mode. If you aren’t in “HOV ON” mode you will pay a toll.
• Please expect the amount of $xx.xx to be reflected to your E-ZPass account within 3-5 business days."

FTF Not 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.

FTF reverted back after 14 days:

• "Our records confirm a one-time courtesy reduction in the amount of $xx.xx was applied to the account on month date, which was valid for 14 days. When the payment deadline(s) passed, the reduced fee reverted to its original fee."

If customer has 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 you invoice with me."