HOV / MAT / FMAT / FAIR TRAVEL Spiel

Response Type

Phone

Phone

Fair Travel General Explanation

"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."

Customer disagrees with HOV decision

• "Our team will re-review the data and will get back in touch within 3 to 5 business days."

• "As a Virginia E-ZPass 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. HOV or on toll mode how we check The Express Lanes uses roadside equipment technology to identify toll violators. The Virginia State Police also assist with HOV violations, in which they are provided equipment to assist with this process." 

HOV Nomination

- "If you are using a bumper transponder and wants to nominate an HOV travel, you can contact us at 1-855-495-9777 Monday to Friday (7:00 AM to 7:00 PM). Please be advice, HOV nomination end date must be not more than 7 days from the start date. Kindly contact us 30 minutes before your travel."

HOV trip Toll mode

• "Our records confirm the transponder was in toll mode during the trip in question and the charge was not accepted by your E-ZPass agency, due to insufficient funds, which caused an invoice to be mailed to you.'
• "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.

HOV Transponder Mounted properly

• "We recommend you to contact your E-ZPass agency to check your transponder. If identified faulty, please send us a documentation or a replacement receipt to conduct further review."   HOV trip Toll mode E-ZPass charged

• "Our records confirm the transponder was in toll mode during the trip in question which caused charges to your E-ZPass account."
• "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."

HOV want to charge the toll

• "The Virginia State Police are on the Express Lanes to make sure our customers are meeting the HOV-3+ requirement and following other traffic laws at all times."
• "Under the circumstances, we are unable to charge your E-ZPass accounts registered as HOV+3 Free travel."
• "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."

HOV Taxi

• "Customers traveling with an E-ZPass® Flex will have the ability to travel in HOV mode when traveling with 3 people in the vehicle; or Toll mode when traveling with less than 3 people in the vehicle. This rule applies equally to taxis, leased and rental vehicles."

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Response Type Phone

Future MAT Notification Offer

• "Would you like to register for our future Missed a Toll notification? In case you travel again in the future, we will send you an email before it progresses to an invoice."

MAT Registered Late Notification

• "Please accept our apology as you received your “Missed A Toll” notification email after the five-day grace period. Please provide us with the date of travel and license plate number for further research. Once you provide us with the requested information, we will honor the $1.50 administrative fee plus the amount of the toll."

MAT Registered No Notification

• "At this time the trip is no longer available for payment as a missed toll. An unpaid toll invoice will be sent; however, since you registered to receive a "Missed A Toll" notification, we will be able to reduce the administrative fee(s) to a $1.50. Once the invoice is received, please contact us to have the reduction processed."

MAT No Violation

• "The toll amount should be ready for payment within 48 hours of your trip and you can make payment within 5 days for a missed toll before an invoice to be issued."

DMV Look up

• "We show xxx trip/s from date to date taken on 495/95/395 Express Lanes with $1.50 administrative fee per trip."
• "To avoid further penalties or additional fees continue to stay on the line to complete the payment process with me." +++++++++++++++++++++++++++++++++++++++++

FAIR TRAVEL General Explanation

• "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."