Response Type

Phone

- "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:
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- "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? 

Affidavit for someone outside USA
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- "At this time, we are unable to nominate a driver that is not within the United States, as there are jurisdiction laws, which prohibit our limitations to pursue individuals in other countries." 
- "Our records indicate you are the registered owner; therefore, the Unpaid Toll Notice would be your responsibility. You may seek remedy from the known driver once payment has been made."
- "We are unable to waive the administrative fee(s) and the charge(s) in dispute [is/are] valid. Please make payment by the date requested on your invoice to avoid escalating fees."