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."

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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 "

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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 Bime 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."

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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 E-ZPass account? Right now, I’m unable to move the balance of [$X.XX] to your E-ZPass. It might be because your account balance is low or the license plate number is not linked. 
- INTERNAL NOTE: What we can do is reduce the fees and accept the payment as long as there are no more than 5 trips. We then set expectations to ensure account is in good standing moving forward. 
- In either case, here’s what you can do: contact E-ZPass’s customer service center to update your account and then give us a call back by [Insert Date] to complete the transfer. I’m able to [waived/reduced] your payment by [$X.XX] as a one time courtesy. You can reach E-ZPass customer service by calling 1-877-762-7824."

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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 one time 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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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."

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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."