COMPLETE DETAILS

CONCERNS:

• rcvd an inv
• have an ezpass
• doesn't have an ezpass
• wants to make a payment for a toll invoice
• rcvd an email about a missed toll
• wants to make a payment for a missed toll
• wants to check if there are some missed tolls
• wants to waive the admin fee
• disputing the admin fee
• wants to know the reason of receiving inv
• disputing trip charges in ezp account
• was trying to make a payment online but having an issue
• requesting for email confirmation
• wants to check the outstanding bal
• wants to check if there are some unpaid tolls
• claims that there are 3 people in the vehicle while in HOV ON mode

RESOLUTIONS:

• found # outstanding trips
• found # missed toll trips
• discussed the details and trip date of the invs
• explained what admin fee is
• still disputing the admin fee
• cx is not pushing back the admin fee
• FTF granted as OTC
• processed payment
• provided the payment verification code:
• sent the payment verification code via offline request
• sent an offline request for
• provided the ezpass agency contact number
• provided $1.00 web discount
• applied goodwill mitigated deal (TN1/TN2)
• explain the section 4 terms and condition of the ezpass
• provided the email: customercare@expresslanes.com

ADVISES:

• adv tp wasn’t detected during the trip
• adv proper mounting of the tp
• adv tp was detected however it wasn't read
• adv tp was insuff during travel
• adv tp is invalid during travel
• adv tp wasn't detected due to improper mounting
• adv tp is improperly mounted on the vehicle
• adv to properly mount the tp behind the rear-view mirror
• adv to call ezp agency to get a veltro used to stick the tp on the windscreen
• adv that FTF has already been provided before
• adv that FTF is provided OTC only
• adv ezp and el are 2 diff entities
• adv ezp and el are 2 diff entities so we are unable to transfer the inv to the ezpass acct
• adv to call ezp agency to check the status of tp
• adv to call ezp agency to check the status of the acct
• adv there are no any outstanding violations
• adv that trips are already settled
• adv that the inv rcvd is a late sent notice and can be disregarded
• adv we will reverse back the trip
• adv 3 bus days tat for the response
• adv 1 to 3 bus days tat for the response
• adv 3 to 5 bus days tat for the response
• adv FTF provided is only payable for 14 days, if not settled it will revert back to its orig amt and might progressed
• adv to send us an email with the payment confirmation as a proof that he already made a payment
• adv that when the vehicle is more than 7ft toll, they will be charged 3x the current toll rate

EDUCATIONS:

• educ abt non ezpass future travel
• educ abt va ezpass future travel
• educ abt oos ezpass future travel
• educ abt admin fees
• educ proper mounting of tp
• educ abt the FTF
• educ proper use of HOV
• educ abt GPS and signages
• educ abt electronic tolling
• educ abt dynamic pricing

COLLECTION

Our records show that invoices were mailed to you on [Insert Dates]. They were sent to address you have on file with the DMV. When the payment deadline(s) passed, the invoice was forwarded on to Collections.

COLLECTION:

• rcvd invs from coll
• found # outstanding trips
• adv there are # trips that has been sent to coll
• discuss the details and trip date of the invs
• referred to coll for payment
• provided the NCC contact number
• explained that inv was sent undeliverable
• offered amount in BOS approved by TL/SME/QA amnting $
• processed payment
• adv that trip/s has already been sent to coll
• adv # trip/s returned from coll needed to settle before it progresses to court

• NCC – Nationwide Credit Corporation (Collections) – 571-427-4947 or 866-883-4391

COURT:

• rcvd court summons
• adv # trips on the acct have already been sent to court
• found # outstanding trips
• discuss the details and trip date of the invs
• processed PCS payment
• the court trips are already in GIA status
• referred to court
• provided the court contact number
• offered PCS to write-off all trips and will not go to court
• adv that the remaining trips will be write off once the PCS amount is settled
• applied the PCS payment then cancel trips from coll and write off other trips
• adv appear in the court 30mins before the court time and talk to litigation team for further negotiation

• Fairfax County General District Court – 703-246-3764 / 4110 Chainbridge Rd Fairfax VA 22030
• Prince William Court – 703-792-6141 / 9311 Lee Ave Manassas VA 20110

C O U R T TEMPLATE

Verified: yes Name: Concern:

• rcvd court summons

Resolution: -offered PCS and adv we will write-off all her trips on the express lanes and she will not go to court

Payment Code: Summons ID:
Toll Amount: Additional Fee:

Signature Name: ORLINO

GPS

We understand mistakes happen. To prevent your GPS from directing you onto our lanes again, please adjust the settings within your GPS to avoid tolls. All signs leading up to and within the Lanes have a purple and white “E-ZPass” logo to help all drivers understand they need an E-ZPass.

FAIR TRAVEL:

• rcvd an email notif about HOV
• mentioned traveling in HOV mode
• claims that there are 3 people in the vehicle while in HOV ON mode
• found # trips that will be charged on the ezpass acct in 10 days
• discuss the details and trip date of the invs
• submit a trip dispute
• adv 3 to 5 bus days tat for the response
• provided the reference number
• explained the requirements needed when using an ezp flex
• explained that the tag should be in valid status when in HOV mode
• adv we have a camera technology that identifies when a car makes a trip on the Lanes in HOV mode
• adv that the email received was an education alert for using HOV
• adv that as part of FTFP, I will reverse the trip and it will take 3-5 bus days before it reflects on the ezpass acct

FAIR TRAVEL Name: James Mullen Concern: rcvd an email notif about HOV claims that there are 3 people in the vehicle while in HOV ON mode hes son is at the backseat

Resolution: found 1 trip that will be charged on the ezpass acct in 10 days adv we have a camera technology that identifies when a car makes a trip on the Lanes in HOV mode submit a trip dispute adv 3 to 5 bus days for the response explained the requirements needed when using an ezp flex educ proper use of HOV

Email: mulliman41@yahoo.com Phone: 703-586-5789

Toll Amount: $27.75

Trip ID: 01J791EWRW7829048TX2H10R6P

Trip Date: 9/6/2024 7:28:08 AM
Signature Name: ORLINO

Concern:

• disputing a trip charge in ezp account
• rcvd an email notif
• claims that there are 3 people in the vehicle while in HOV ON mode

Resolution:

• found # trips that will be charged on the ezpass acct in 10 days
• adv we have a camera technology that identifies when a car makes a trip on the Lanes in HOV mode
• submit a trip dispute
• adv 3 to 5 bus days tat for the response
• explained the requirements needed when using an ezp flex

Education:

• educ proper use of HOV
• educ abt va ezpass future travel

HOV NOMINATION: Name: Account: Verified: YES Email: Phone: Concern: wants to nominate HOV for 7 days LPN: State: Transponder: Start Date: Start Time: End Date: End Time: 11:59PM

Agent: ORLINO

TEMPLATE: FMAT: Verified: YES Name: Email: Phone: Concern:

Resolution:

Amount Paid: $ Payment Code: $ Amount Reduced: $ FTF Code:

Signature Name: ORLINO

CONTACT INFORMATIONS:

• NCC – Nationwide Credit Corporation (Collections) – 571-427-4947 or 866-883-4391
• E-ZPass Agency – 877-762-7824 (VA)
• E-ZPass Agency – 888-321-6824 (MD)
• E-ZPass Agency – 888-288-6865 (NJ)
• DMV – 804-497-7100
• DALLAS I-66 – 833-643-2867 (MON-THUR 8AM – 6PM)
• VDOT – 800-367-7623
• Fairfax County General District Court – 703-246-3764 / 4110 Chainbridge Rd Fairfax VA 22030
• Prince William Court – 703-792-6141 / 9311 Lee Ave Manassas VA 20110

EMAIL: customercare@expresslanes.com

EXPRESS LANES CONTACT NUMBER: (804) 497-7100

LOCKBOX ADDRESS: JPMORGAN CHASE BANK, N.A. P.O. BOX 28148, NEW YORK, NY 10087-8148

FAIR TRAVEL SPIELS:

• Across the Express Lanes, we have camera technology that identifies when a car makes a trip on the Lanes in HOV mode.
• Members of our team have checked this data and have verified that your E-ZPass Flex was in HOV ON mode with less than 3 people in the car which includes individuals with short stature and children.
• Kindly ensure there's no object obstructing the view from the window.
• Our team will re-review the data and will get back in touch within 3 or less business days.
• When you travel in HOV here in the Express Lanes, it is our toll cameras that captured you traveling in the Express Lanes so when you receive the email from us saying you will be charged, you can give us a call so we can be able to dispute the charges.

MISUSED:

• This email is educational only and you currently have no pending charges for HOV travel on the Express Lanes.
• Across the Express Lanes, we have camera technology that identifies when a car makes a trip on the Lanes in HOV mode. Members of our team have checked this data and have verified that your E-ZPass Flex was in HOV ON mode with less than 3 people in the car which includes individuals with short stature and children.
• Kindly ensure there's no object obstructing the view from the window. Should any other similar trips be identified, they will also be subject to review, and potentially charged to your account if there are determined to be less than 3 people in the vehicle. -rest assured that i will escalate this matter to have this email updated
• When you travel in HOV here in the Express Lanes, it is our toll cameras that captured you traveling in the Express Lanes so when you receive the email from us saying you will be charged, you can give us a call so we can be able to dispute the charges.

EDUCATION:

• Please ensure to meet the requirements needed for free travel, 1st there must have 3 or more people in the vehicle, 2nd your transponder must be switch to HOV ON and the, and 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

REMINDER TO CUSTOMER:

• Switch your E-ZPass Flex to the left when you don’t have three or more people in your car because if it is in HOV ON status it will result in you being charged the full amount for the trip or worse, you could be pulled over by the Virginia State Police, fined up to $1,000 and subject to traffic violation points added to your license.

• Virginia State Police troopers can issue tickets of up to $1,000 to drivers who say they are HOV when they are not. Or camera technology on the Lanes can spot HOV trips and make sure there are at least 3 people in your car. If there aren’t, charges can apply.

*If customer requesting image:

• To protect driver privacy, we provide photos only when we reject disputes to pending or posted toll charges related to an E-ZPass Flex improperly set to HOV ON.

COLLECTIONS SPIEL:

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

• There are trip/s forwarded in Nationwide Credit Corporation, we suggest you contact them to settle this invoice.

• I understand that this might impact your credit score that's why I really suggest you contact NCC to get assistance from them to settle this invoice and to ensure this won't further affect your credit score.

IMPORTANT NOTE: Do not disclose the collection amount to the customer.

*29-00 AND 38-00

• on process to be transferred in collection
• nixie yes, invoice was sent undeliverable, system shows that many times the invoices have been returned
• adv to update the address with DMV since we are sending invoices based on the address recorded with DMV
• offer the amount to pay to avoid trips being sent to collection
• more than 6m0s amount in BOS
• less than 6mos +100 AF
• if customer says they are seeing a different amount on the website, seek support

FOR NIXIE YES:

• We use DMV records to find the address where we should send the toll invoice. If we get returned mail from the address we received from the DMV, your information is sent to a debt collection agency. To make sure that toll invoices are sent to the right address, double check that your information is up to date with the DMV.

COURT SPIELS:

• When customer has trip(s) that have been dismissed (CUSTOMER IS NOT AWARE THAT THE INVOICE IS DISMISSED):

• There is a trip endorsed to court and has been overdue. Your account shows a remaining balance of [X.XX] for [Insert Reason]. To avoid further penalties or additional fees, would you like to complete the payment process now with me?

• If the customer states I contacted the court and they were advised the case was dismissed (CUSTOMER IS AWARE OF THE DISMISSED INVOICE):

• The case was dismissed; however, your account shows a remaining balance of [X.XX] for [Insert Reason]. To avoid further penalties or additional fees, would you like to complete the payment process now with me?

PRE-COURT SETTLEMENTS 2 – $300.00 3 – $500.00 4 – $700.00 5 – $900.00

IF NIXIE NO, BUT THE CUSTOMER DOESN’T KNOW WHY THEY RECEIVED THE NOTICES:

• I’m very sorry to hear that you did not receive the notice but as I check it here in our system it was delivered. You can check it on your local post office to see if the notices we’re delivered.

IF NIXIE YES, BUT THE CUSTOMER DOESN’T KNOW WHY THEY RECEIVED THE NOTICES:

• I’m very sorry to hear that you did not receive the notice from us and as I check it here, it shows that the notices were sent undeliverable as the address on your account was not updated.

PLEASE NOTE:

• No need for education if the call is regarding COURT.
• If found GUILTY, refer to court the trips that are sent to court but need to settle the other outstanding trips in BOS.
• If found DISMISSED, process payment showing on the BOS including the court trips.

LAW ENFORCEMENT CANNED RESPONSES SPIELS:

• Our records show your agency used the Express Lanes without paying the toll. You will need to send us an exemption list form in our email which is customercare@expresslanes.com. Once we receive the form, we’ll confirm your vehicle is used for emergencies or is a squad car, add it to the exemption list and you’ll be all set and I can cancel the invoice for you. Let me know the best email address to use, and I can send you the form.

AFFIDAVIT SPIELS:

• 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.

AFFIDAVIT OF NON-LIABILITY:

• SOLD OR TRANSFERRED VEHICLE
• STOLEN VEHICLE
• RENTED OR LEASED
• REGISTERED OWNER NOT DRIVING

RENTAL SPIEL:

• Try contacting the rental car company for more info. Sometimes they add charges for E-ZPass trips or unpaid tolls to your bill.

• Advised to send a copy of the rental agreement form

DYNAMIC PRICING SPIEL:

• We don't have a specific amount of tolls because 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 you can be able to check and identify how much is the charge of your trip.

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.

PRICING ZONES SPIELS: - Zonings are based on the exits in the Express Lanes. If travelling continuously at the Express Lanes, the charges then will add up as one charge on the E-Z Pass account.

ZONE

The 95 Express Lanes have multiple pricing zones and decision points for drivers. Once you enter the Express Lanes, you lock in your toll rate until you see another pricing sign or you decide to exit the Lanes. The pricing zones are separated by electronic signs that communicate the toll rates in real-time. At each of these points, you can decide if you want to pay an additional toll and continue on the Express Lanes, or return to the regular lanes.

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.

CONGESTION SPIEL:

• 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 7-10 days. This is one-time courtesy. In the future, if you decide to use the Express Lanes, the charges can’t be reversed.

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.

REVERSE CHARGE TO EZPASS SPIEL:

• I’ll go ahead and reverse the charges. [$X.XX] and it will be returned to your E-ZPass account within 3-5 days. This is one-time courtesy. In the future, if you decide to use the Express Lanes, the charges can’t be reversed.

REVERSE CHARGE TO NON-EZPASS SPIEL:

• 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.

FOR HOV NOMINATION:

• You must get the LPN, Transponder and Date of Trip
• Make sure to take a documentation and tracked
• If there is an existing Hotlane account, make sure to verify first
• If there is no account, create a HOTLANE account

FOR GUARANTEED VTOLL PROCESS:

• for VA E-ZPass customers only
• validate the current status of the transponder, it should be VALID
• can be completed for trips 90 days old
• maximum of 5 trips can be transferred, if more than 5 trips, reduce fees and take payment
• admin fee for the 5 transferred trips will be automatically removed once transferred, no need to remove the admin fee
• once transferred, it will reflect in 3-5 business days and trips will be removed on the account
• need to be documented and tracked

MEDIUM VEHICLE AND LIGHT VEHICLE

• the vehicle is at 7ft. above
• they will be charged 3x the amount

**SPIEL:

• To help make sure we can continue to give all our customers a great travel experience, we charge vehicles over 7ft tall 3x the current toll rate. Signage on the road before each entry to the Express Lanes informs travelers that tolls vary by vehicle size.

• As a courtesy, I can reduce the amount of the tolls down to the standard rate of $XX.XX. And as part of our FTF Program, I can remove the admin fee on your invoice, bringing your balance down to $XX.XX

**IF CUSTOMER WANTS MORE EXPLANATION:

• Those larger rides, like box trucks, can weigh a lot more than a regular passenger vehicles and do more damage to the road that we maintain. Nearly all personal passenger vehicles are under 7ft tall and pay the standard toll.

**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.

SUP CALL

• I'm sorry to hear about your experience with us. I can look if there's an available supervisor, but if you'd let me, I would be glad to assist you.

**SYSTEM ISSUE SPIEL:

• We currently have an ongoing system enhancement and we're unable to pull up anything yet on our end. Kindly call us back after an hour. We're sorry for the inconvenience and we appreciate your understanding.

*EMAIL PHISHING:

• I understand your concern. I want to assure you that this email was sent in error from our verified system. There has been no breach of your personal information, and you can safely disregard the contents of that email.

• adv that the email was sent in error from our verified system

• adv there has been no breach of your personal information, and you can safely disregard the contents of that email

MILITARY:

• advised to send an email documentation that they are being deployed and or military order so we can be able to apply the waiver of the admin fee
• adv that once received we will reduce trips down to the toll fee

NOTE: Follow normal procedure if applicable. Please use goodwill adjustment code.

EZPASS SCRIPTING:

• When you process a payment with E-ZPass it goes directly to your account. Trips made in express lanes are subject for acceptance or rejection by the E-ZPass depending on the current status of your E-ZPass account on the date of travel.

The Express Lanes tried to charge your account but it was not accepted, and when a charge was not accepted, an invoice will be generated, this invoice can only be processed through calling express Lanes or on Express Lanes website.

We recommend you contact your E-ZPass agency to further check the status of your account during the trips in question.

You can call your ezpass agency to validate this information, and cross reference your statement to see charges with details of the trip

For instance, like this, we ensure to advise the terms and condition with the EZPass agency. Under section 4 of the terms and conditions, it clearly states if there was an issue with account (NSF or improper mounting) then invoice can be generated, and when an invoice is generated it is subject for a settlement which is also aligned with the current process we have on Express Lanes.

COURT UPDATE:

• create a stakeholder account as the court invoices is not reflecting in CBO

• ping a support for the details of the court trips

• adv we are temporarily only able to take reduced settlements in person

• referred to court