COMPLETE CANNED Spiel

LAST UPDATED 6/8/2023

/////////////////////////////////////////////////////////////////////

Guidelines for calls

• Use the customer’s name when possible to personalize the conversation and build rapport.
    ◦  Naturally integrate into conversations

▪ Opening: “Thank you for calling the Express Lanes, this is [Agent Name], may I have your name please?”

• Ask every customer who already has an account in CBO for their contact information and gain consent
    ◦ “For future contact, please provide an email and phone number.” 
    ◦ Or if listed on the account “For future contact, is the email BLANK and phone number BLANK correct?”

• End customer interactions with a friendly safety message, when appropriate
    ◦ Do whatever seems natural
        ▪ Closing: “Is there anything else I can assist you with? Thank you for contacting the Express Lanes, safe travels!”

• Before closing out communications, confirm you have solved the customers’ issue(s)

/////////////////////////////////////////////////////////////////

ADMIN FEE

-- The administrative fee applies to all toll invoices, no matter the toll amount. The fee is not a penalty. Instead, it’s used to offset the costs of recovering the unpaid toll, including image review technology and invoicing.

INCREASE

-- The fee(s) cover the resources needed to locate and contact the driver. If we have to send multiple invoices, the fees may increase. It is important to make sure your info is up to date with DMV to avoid delays.

/////////////////////////////////////////////////////////////////

• Missed A Toll
• Response Type
• Phone

FMAT: NO INVOICE / NO VIOLATION

FMAT Offer:

• "WOULD YOU LIKE TO REGISTRER 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.

FOR Non E-ZPass:

• "TO PRPARE FOR YOUR FUTURE TRAVEL on the Express Lanes. You can open an E-ZPass account or sign up for Missed a toll email notification. VA E-ZPass 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."

MAT: WITH INVOICE & VIOLATION

*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."

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."

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 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."

GPS

• Response Type
• Phone
• When customer states they were directed onto the Express Lanes by their GPS, state the following:

• "We understand mistakes happen. To prevent your GPS from directing you onto our Lanes again, please adjust 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."
• "To avoid further penalties or additional fees continue to stay on the line to complete the payment process with me."

/////////////////////////////////////////////////////////////////////

• Electronic Tolling
• Response Type
• Phone

495 Express Lanes

• "The 495 Express Lanes stretch 14 miles from Springfield, Virginia to McLean, just north of the Dulles Toll Road. "
• "Drivers use the Lanes to bypass Beltway traffic and pay for tolls electronically using an E-ZPass account. That means no toll-booth backups or the need to pay cash – just a smoother, more predictable trip.

95 Express Lanes

• "The 95 Express Lanes stretch 31 miles from Stafford, Virginia to Fairfax, just past Edsall Road. "
• "Drivers use the Lanes to bypass Beltway traffic and pay for tolls electronically using an E-ZPass account. That means no toll-booth backups or the need to pay cash – just a smoother, more predictable trip."

495-395-95 Express Lanes

• "The 495-95-395 Express Lanes are located in Northern Virginia, the 495 Express Lanes run 14 miles from Springfield to McLean, the 95 Express Lanes run 31 miles from Stafford to Fairfax and the 395 Express Lanes run for 8 miles from near Edsall Road to the 14th Street Bridge."
• "Drivers use the Lanes to bypass Beltway traffic and pay for tolls electronically using an E-ZPass account. That means no toll-booth backups or the need to pay cash – just a smoother, more predictable trip.

Adjacent Trips

• "[Insert Customer Name], I have good news. Since you traveled on both lanes in one trip, we will only charge you $12.50, which is the cost of the first part of the trip."

What are the Express Lanes?

• "Drivers use the Express Lanes to bypass Beltway traffic and pay for tolls electronically using an E-ZPass account. That means no toll-booth backups or the need to pay cash – just a smoother, more predictable trip."
• "Both located in Northern Virginia, the 495 Express Lanes run 14 miles from Springfield to McLean and the 95 Express Lanes run 31 miles from Stafford to Fairfax."

/////////////////////////////////////////////////////////////////////

SIGNAGE

• Response Type
• Phone

• "We understand mistakes happen. Our team works with the Virginia Department of Transportation to make sure the Express Lanes are clearly marked. In the future, please keep an eye out for the purple and white signs leading up to and on the Express Lanes. "
• "To prevent your GPS from directing you onto our Lanes again, please adjust 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."
• "I can take your payment over the phone now with your credit card to avoid any penalties and/or additional fees."

FTFP E-ZPass/ Non E-ZPass

Scenario

Phone

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."

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."

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."

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."

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.

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."

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 on line 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. "

Accidental Travel:

Response Type

Phone

Accidental Travel OTR:

• "We understand mistakes happen. Our team works with the Virginia Department of Transportation to make sure the Express Lanes are clearly marked."
• "It’s best to deal with payment sooner rather than later. To avoid any penalties or additional fees, you can take care of the balance here with me now."
• "In the future, please keep an eye out for the purple and white signs leading up to and on the Express Lanes. Unlike traditional toll roads, our Lanes don’t have toll booths or the option to pay in cash. That means you must have an E-ZPass account to use them."

Accidental Travel HOV:

• "We understand mistakes happen. Our team works with the Virginia Department of Transportation to make sure the Express Lanes are clearly marked."
• "In the future, please keep an eye out for the purple and white signs leading up to and on the Express Lanes."
• "Drivers can use on the Lanes for free if they have three or more people in the car and have an E-ZPass Flex set to HOV mode."
• "If you would like to purchase an E-ZPass Flex, you can contact Virginia or Maryland E-ZPass directly."

Fees

Response Type

Phone

FAQ

How much is the administrative fee for an unpaid invoice?

• "The standard fee is $12.50 per trip. If you think there’s been a mistake, or if you weren’t the driver, please let me know."
• "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."

Administrative Fee Not Listed on Signage:

• "Our team works with the Virginia Department of Transportation to ensure the Express Lanes are clearly marked and to provide basic rules of the road. "
• "We have a limited amount of time and space to communicate with drivers, so we post additional info on our website and within our Express Lanes mobile app. "

FAQ

Why did the administrative fees on my invoice increase?

• "The fee(s) cover the resources needed to locate and contact the driver. If we have to send multiple invoices, the fees may increase. It is important to make sure your info is up to date with DMV to avoid delays."

FAQ

Why is the administrative fee 1000% higher than my toll?

• "The administrative fee applies to all toll invoices, no matter the toll amount. The fee is not a penalty. Instead, it’s used to offset the costs of recovering the unpaid toll, including image review technology and invoicing. "

Future Travel

Response Type Phone

Non E-ZPass

• "To prepare for your future travel on the Express Lanes. You can open an E-ZPass account or sign up for Missed a toll email notification."

VA E-ZPass

• "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."

OOS E-ZPass

• "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.

Customer to purchase VA E-ZPass

• "When setting up your E-ZPass account, remember to take these steps before hitting the Express Lanes: add funds (or activate the auto-replenish feature); link the appropriate license plate number(s); update your address with the DMV; mount the transponder to your car windshield(s) and sign up for email and text notifications."

Online Issues

Response Type

Phone

When customer states they are unable to pay online:

• "Please attempt to recreate the issue via the Express Lanes website and follow the guidelines for online payment issues"
• "Thanks for giving us a call, we value your feedback and apologies for the inconvenience. The online payment system is back up and running. To save time, you can complete the process here with me now"

If the issue has not been resolved use the following:

• "Thanks for giving us a call, and apologies for any inconvenience. While our team gets the online payment system back up and running, we can complete the process over the phone with you now."

Dynamic Pricing

Response Type

Phone

Please use the following script to explain dynamic pricing:

• "We are happy to explain to you how our pricing works. Like Uber and Lyft, 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 drivers always know what to expect"

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."

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."

If a customer contacts us regarding traveling through multiple segments on the 95 Express Lanes, add the following:

• "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."

For customers traveling northbound, add:

• "When you’re traveling northbound, there’s one decision point showing the toll amounts just north of the Fairfax County Parkway.

For customers traveling southbound, add:

• "When you’re traveling southbound, there are two decision points – one just south of the Franconia-Springfield Parkway and another just south of the Prince William County Parkway."

Tolls Too High No Refund

• Provide General Information (See Guidelines)

If the customer is an E-ZPass Customer, add the following:

• "Under the circumstances, I’m not able to reverse the toll(s) billed to your E-ZPass account because the charge(s) in dispute [is/are] in fact valid."

If the customer is a Non E-ZPass, add the following:

• "Under the circumstances, I’m not able to waive the fee(s) on your toll invoice(s) because the charge(s) in dispute [is/are] in fact valid."

If a customer contacts us about travel on 495:

• "Before entering the Express Lanes, you’ll see pricing signs for different exit points."
• "Not all exit points are listed at all times. For example: if you enter the Lanes and head north, the sign may say that the toll to I-66 W is $4.30 and to I-495 N is $6.30. If you are getting off at Route 7, you know that the toll will be somewhere between $4.30 and $6.30."

If customer needs more clarity on how pricing signs work on 495, add the following:

• "Here’s another way to think about the pricing signs on 495. The signs display up to three Express Lanes exits with the toll price to those points. The first two exits and prices show the cost to travel to two popular destinations from your entry point."
• "The final exit and price you see shows the cost to travel to the furthest point you can go in the Express Lanes from that entry point. It's important to remember that not all available exit points will be displayed on the electronic signs."

If the customer is an E-ZPass Customer, add the following:

• "Under the circumstances, I’m not able to reverse the toll(s) billed to your E-ZPass account because the charge(s) in dispute [is/are] in fact valid."

If the customer is a Non E-ZPass, add the following:

• "Under the circumstances, I’m not able to waive the fee(s) on your toll invoice(s) because the charge(s) in dispute [is/are] in fact valid."

Congestion

Major Congestion Express Lanes, add the following:

• "Thank you for contacting us. I certainly understand your concern. 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 3-5 business days. This is one-time courtesy."

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."

Collections

• Response Type
• Phone When customer contacts us regarding NCC (Nationwide Credit Corporation, LLC) referral and the BOS shows NIXIE:

• "If the address the customer provides does not match what is showing in the CBO, pull up a copy of the .pdf of the invoice to determine what address it was mailed to. • If the customer is providing the address on the .pdf consider the address verified. Our records show an invoice for [$X.XX] was mailed to you on [Insert Date] for [Insert Reason]. The invoice was sent to address you have on file with the DMV. It was returned to us as un-deliverable, and on [Insert Date], it was forwarded to our Collections team. 

It’s best to deal with payment sooner rather than later, and at this stage you can reach the Collections team at 571-427-4947 or 866-883-4391 from 8:00 a.m. to 8:00 p.m. EST on Monday through Thursday, 9:00 a.m. to 6:00 p.m. EST on Friday and 9:30 a.m. to 1:30 p.m. EST on Saturday to handle this matter. When customer contacts us regarding NCC (Nationwide Credit Corporation, LLC) referral and not having received an invoice: 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. 

It’s best to deal with payment sooner rather than later, and at this stage you can reach the Collections team at 571-427-4947 or 866-883-4391 from 8:00 a.m. to 8:00 p.m. EST on Monday through Thursday, 9:00 a.m. to 6:00 p.m. EST on Friday and 9:30 a.m. to 1:30 p.m. EST on Saturday to handle this matter.

COURT

• Response Type

• Phone

• When customer has trip(s) that have been dismissed:

• "The case was dismissed; however, your account shows a remaining balance of [X.XX] for [Insert Reason]. To avoid further penalties or additional fees continue to stay on the line to complete the payment process with me. If the customer states, I contacted the court, and they were advised the case was dismissed:
• "The case was dismissed; however, your account shows a remaining balance of [X.XX] for [Insert Reason]. To avoid further penalties or additional fees continue to stay on the line to complete the payment process with me. When customer has new trips in court and there are dismissed trips showing on the account: • Please check the court website and court spreadsheet to ensure the customer was not found guilty or tried in absence (TIA) • If tried in absence the customer will have to contact the court for payment options
• "We did not receive payment by [Insert Date], and your account with the Express Lanes progressed to court. At this stage, I’m authorized to offer you a settlement of [X.XX]. Once that total is paid, all remaining trips, including previously dismissed court trips, will be waived.?
• "To avoid further penalties or additional fees continue to stay on the line to complete the payment process with me."

• When customer has trips in court and court date have not posted:

• "We did not receive payment by [Insert Date] and your account with the Express Lanes progressed to court. At this stage, I’m authorized to offer you a settlement of [X.XX]. Once that total is paid, all of your remaining invoices will be waived."
• "To avoid further penalties or additional fees continue to stay on the line to complete the payment process with me."

AFFIDAVIT

• Response Type
• Phone
• Affidavit:

• "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:

• "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, it 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."

• "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.

Rental Vehicle: Response Type Phone Rental Vehicle: Try contacting the rental car company for more info. Sometimes they add charges for E-ZPass trips or unpaid tolls to your bill.

If they say there wasn’t an E-ZPass mounted, say the following:

The license plate may be associated with the rental company’s E-ZPass account. Again, I think it’s a good idea for you to reach out to the rental car company. Bus Registration Response Type Phone When a bus company requests to have their buses added to the Exemption List: The process is pretty simple. First, you’ll obtain and register your E-ZPass.

Then, you’ll submit a short form with your name, contact information, E-ZPass number(s) and bus license plate number(s).

We’ll take it from there and let you know when your application is approved.

HOT Lanes Statutes/Enforcement Response Type Phone When customer states they have a hybrid/clean plate vehicle: The Express Lanes are governed differently than other roads, and have different rules. For instance: they do not have an exemption for hybrids [or clean fuel plate vehicles].

On the plus side, you can travel for free if you have three or more people in your car and have an E-ZPass Flex set to HOV mode.

For more about the HOT statute, please look up Virginia’s Legislative Information System. For more details on how to travel toll-free on our Lanes, head over to www.expresslanes.com.

Law Enforcement Canned Responses Response Type Phone Fairfax County, City of Fairfax, VSP:

Our records show your agency used the Express Lanes without paying the toll. I can cancel the invoice because you were on official government business.

Here’s what you can do to prevent future invoices: ensure your E-ZPass is properly mounted, then complete a short form and forward it to: • Chief Price for Fairfax Fire & Rescue • Charlie Bond for Fairfax Police • Captain Spivey/Lt De Ford for VSP

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.

Let me know the best email address to use, and I can send you the form.

Transponder/ E-ZPass Issue Response Type Phone If the transponder is read and rejected because the status is INVALID:

1 trip: The charge was not accepted by your E-ZPass agency during the trip in question, due to an invalid status, which caused an invoice to be mailed to you.

2 or more trips with 1 invoice: The charges were not accepted by your E-ZPass agency during the trips in question, due to an invalid status, which caused an invoice to be issued.

2 or more trips with 2 or more invoices: The charges were not accepted by your E-ZPass agency during the trips in question, due to an invalid status, which caused invoices to be issued. If the transponder is read and rejected due to INSUFFICIENT FUNDS:

1 trip: The charge was not accepted by your E-ZPass agency during the trip in question, due to insufficient funds, which caused an invoice to be mailed to you.

2 or more trips with 1 invoice: The charges were not accepted by your E-ZPass agency during the trips in question, due to insufficient funds, which caused an invoice to be issued.

2 or more trips with 2 or more invoices: The charges were not accepted by your E-ZPass agency during the trips in question, due to insufficient funds, which caused invoices to be issued. If no transponder read due to IMPROPER MOUNTING:

The transponder did not read during the trip in question due to improper mounting, which caused an invoice/invoices to be issued. To prevent future invoices, please reference the E-ZPass mounting instructions that can be found on your E-Zpass agencies website. If transponder is properly mounted and did not read: The transponder was not read during the trip in question, which caused an invoice to be issued.

If a customer has a SunPass account:

• "SunPass is not accepted for electronic toll collection on the 495, 95, and 395 Express Lanes.

QuickPass E-ZPass:

• "The NC Quick Pass E-ZPass Flex and Quick Pass E-ZPass work on all toll roads and express lanes in North Carolina as well as SunPass, Peach Pass and E-ZPass toll facilities; however, the Quick Pass sticker can only be used on North Carolina toll facilities, SunPass and Peach Pass facilities in Florida and Georgia."

QuickPass E-ZPass claims for HOV

• "The NC Quick Pass sticker transponder works in North Carolina (NC), Florida, and Georgia and can be used on NC Quick Pass, SunPass and Peach Pass toll facilities. The Quick Pass E-ZPass transponder works in NC and where E-ZPass, SunPass and Peach Pass transponders are accepted. Please note, users traveling with a Quick E-ZPass transponder will be charged a toll on the Express Lanes, regardless of occupancy."

07-00 (Ready for Invoice) Response Type Phone Ready for Invoice on violation account 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.

Inquiries regarding I-66 travel on the lanes Response Type Phone Entered I-66 No entrance in 495 When traveling on I-66 East, leading up to the 495 exits are shared lanes on the left side of the highway. These lanes are for HOV and Express Lanes users, until you reach the general purpose exits of I-495 (Exits 64-A and 64-B), which are to your right. When traveling, you will need to merge from the HOV lane on the left side far right prior to the exits to enter either I-495 North or I-495 South. There are signs leading up to that exit point a few miles back. If you were to stay in the left lane and not merge to the far right beyond the general purpose exits of 495, you would be driving on a new piece of roadway about ¼ mile long that would take you onto the Express Lanes either northbound or southbound.

Payment inquiry for Trips in account 1 Response Type Phone Payment inquiry for Trips in account 1

The trip you’re referring to is not available for payment. This may be due to some testing or maintenance of our roadside tolling equipment at the time of your travel; therefore, no payment is required for this trip.

Following up for Payment thru LK Response Type Phone Confirm check was received and applied to account I can help with that. Due to updates on our technology systems, I will email you within five business days to confirm your account status. What is the best email address to contact you back? LK Follow up

There is no payment showing in our system. For further review, please send us a copy of the cashed check or bank statement. LK-Encashed There is no payment showing in our system. For further review, please send us a copy of the cashed check or bank statement. LK- Late received after due date The original toll invoice was mailed to an address provided by the Department of Motor Vehicles (DMV). The first invoice was sent on [Enter Date], since a payment was not posted to the account a second invoice was sent on [Enter Date]. The fee(s) cover the resources needed to locate and contact the driver. If we have to send multiple invoices, the fees may increase. It is important to make sure your info is up to date with DMV to avoid delays. LK progressed before payment received The due date on your original invoice was Month Day, Year. A payment was not received prior to the due date and an additional fee of $12.50 has been issued. The fee(s) cover the resources needed to locate and contact the driver. If we have to send multiple invoices, the fees may increase.

Offering external transponders when the customer has a vehicle with metallic windscreen/heavy tint Response Type Phone Heavy tint/metallic windscreen E-ZPass and other toll road industries use transponders and readers at the roadside to determine when a vehicle is travelling. The coding on the vehicle’s windshield does not communicate with the antennas on the road and blocks the radio signal from receiving the transaction needed to identify vehicles with metallic windscreen and/or heavy tint. We would recommend external bumper transponder to allow travel as an alternative resolution, which does not interfere with your windshield’s aluminum coding.

42-14 trips (Ready for Court) Response Type Phone 42-14 11 trips or more

We show xx trip/s in the process of progressing to court. At this stage, I’m authorized to offer you a settlement of $xx.xx. Once that total is paid, all remaining trips will be waived.

To avoid further penalties or additional fees continue to stay on the line to complete the payment process with me. .

Lane Reversal Schedule Response Type Phone Lane Reversal Schedule

We provide the reversal schedule once received by the control room.

Once available it will be posted on the website immediately.

FTF for HOV Travel Response Type Phone 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.

Not Eligible for FTF Response Type Phone 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.

If customer has an 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 your invoice with me.

FTF Reverted 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.

Disputes Response Type Phone Online issue Invoice link We apologize for the inconvenience. To avoid any penalties or additional fees, please continue to stay on the line to complete the payment process of your invoice with me. Disputing Final Toll invoice The original toll invoice was mailed to an address provided by the Department of Motor Vehicles (DMV). The first invoice was sent on Month Day, Year and the second invoice was issued on Month Day, Year.

Internal Note: if the invoice is not scanned to the account and the customer asks for proof, as a courtesy we can write off invoice.

Fair Travel Response Type

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.

HOV

Response Type Phone 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."

E-ZPass Flex

Response Type Phone E-ZPass Flex

• "If you have fewer than the required number of people in your vehicle, select the toll-paying mode on the e-zpass flex to have the toll automatically debited from your account. you can change modes using the switch located at the bottom of the e-zpass flex device. simply move the switch to select "HOV ON" or toll-paying MODE (covering "HOV ON"), depending on the number of people in your vehicle."

WO trip due to Image Review Error

Response Type Phone WO trip due to Image Review Error

• "We apologize for any inconvenience. Our records show that you received this toll invoice in error. Please be advised, invoice number xxxxxxx has now been canceled and the account reflects a zero balance."

General E-ZPass Response

Phone Cause of Invoice E-ZPass

• 1 trip: The charge was not accepted by your E-ZPass agency during the trip in question, which caused an invoice to be mailed to you.
• 2 or more trips with 1 invoice: The charges were not accepted by your E-ZPass agency during the trips in question, which caused an invoice to be mailed to you.
• 2 or more trips with 2 or more invoices: The charges were not accepted by your E-ZPass agency during the trips in question, which caused invoices to be mailed to you.

• "To avoid further penalties or additional fees continue to stay on the line to complete the payment process with me."

GoToll Charge

Phone Double Charge Reversal Request

• "Please provide documentation that you paid an invoice from GoToll. You can reach out to GoToll by emailing hello@gotoll.com. Once you share documentation that you have paid for this trip using GoToll we will happily reverse your E-ZPass charge. "
• "It’s not recommended that you use the GoToll app if you have an E-ZPass transponder. The E-ZPass transponder will always be charged when in your car, so if you are also using GoToll you are running the risk of being double charged.

Request to Transfer E-ZPass Charge to Customers GoToll Account

• "We are unable to transfer charges from E-ZPass to GoToll."
• "It’s not recommended that you use the GoToll app if you have an E-ZPass transponder. The E-ZPass transponder will always be charged when in your car, so if you are also using GoToll you are running the risk of being double charged."

Maintenance Response

• Response Type
• Phone
• Maintenance Response E-ZPass

• "The [trip/trips] you’re referring to [has/have] not been charged to your E-ZPass account. This may be due to some testing or maintenance of our roadside tolling equipment at the time of travel; therefore, no payment is required for [this/these] [trip/trips]."
• "In the future, we recommend using the free Express Lanes mobile app to help you plan your travel. 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."

Maintenance Response

• Non E-ZPass

• "The [trip/trips] you’re referring to [is/are] not available for payment. This may be due to some testing or maintenance of our roadside tolling equipment at the time of travel; therefore, no payment is required for [this/these] [trip/trips]."
• "In the future, we recommend using the free Express Lanes mobile app to help you plan your travel and 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."

No unpaid trips in 495/945 Express Lanes

• Response Type
• Phone
• No unpaid trips in 495/945 Express Lanes

• "Our records confirm there are no unpaid tolls for the 495, 95 and 395 Express lanes with license plate number xxxx, at this time. Please be advised it takes 24-48 hours for trips to appear in our system."

Cause of invoice

• Response Type
• Phone
• Cause of invoice Non-E-ZPass

• "You received an invoice because your vehicle was seen traveling the Express Lanes on [Insert Date] without paying the toll."
• "To avoid further penalties or additional fees continue to stay on the line to complete the payment process with me."

Cause of invoice MAT

• "Our records indicate a trip taken on xx/xx/xx. At this time, the trip is not available for payment and an invoice will be generated."

Payment Options

• Response Type
• Phone
• Payment via Check

• "To avoid any penalties or additional fees the best way is to pay over the phone with me now. If you would like to still pay with check, please refer to the front side of your toll invoice for available payment options. Please ensure the payment slip is included with your check when sending payments via mail. Send check payable to: "

C/O JP Morgan Chase Bank, N.A

• P.O Box 28148
• New York NY 10087-8148
• Payment Option Did not received invoice

• "To avoid further penalties or additional fees continue to stay on the line to complete the payment process with me."

Payment confirmation

• Response Type *Phone
• Zero balance

• "Our records indicate a payment in the amount of $xx.xx, with confirmation number xxxxxxxxx, has been applied to account number xxxxxxx and the account now reflects a zero balance."

Payment Confirmation

• "We understand you have requested confirmation for the payment that was processed on June 2, 2023."
• "Our records indicate a payment in the amount of $xx.xx with confirmation number xxxxxxxxx has been applied to account number xxxxxxx and the account now reflects zero balance."

Response Type

• Phone
• General FTF

• "Our records confirm a one-time courtesy reduction from our First Time Forgiveness program in the amount of $xx.xx was applied to the account on month date year. We can only do this one time, and the account now reflects $xx.xx balance."

Amount in CBO

• "Please be advised, our records show one outstanding trip in the Express Lanes with the total amount of $XX."
• "To avoid further penalties or additional fees continue to stay on the line to complete the payment process with me."

Refund

• Response Type
• Phone
• Refund bank account

• "Our records confirm that the amount of $XX.XX was successfully refunded back to your bank account. Please allow 3 to 5 business days for the refund to show on your account"

Military Order

• Response Type
• Phone
• Military Order

• "Kindly provide us a copy of your military deployment for further review."

Exemption Request

• Response Type
• Phone
• Exemption Request

• "We reviewed the attachment and we have added the license plate numbers and transponder numbers to our exemption list starting June 1, 2023 to December 31, 2026."
• "We recommend you to send the exemption request at least 48 hours before the trip to prevent future charges."
• "Also, the exemption of the vehicle is up to three years from the day we added your vehicle in exemption list."

E-ZPass Statement Request

• Response Type
• Phone
• E-ZPass Statement Request

• "It will be my pleasure to assist you with the charge on your E-ZPass account. Please provide the official E-ZPass statement showing the charges in dispute to further review."

Verification

• Response Type
• Phone
• Verification Request

• "Kindly provide the following details for further assistance:

License plate number Account Number   Trip Number      Registered owner of the vehicle Registered mailing address of the vehicle Invoice Number Verification code Transponder Number Summons ID Email address Phone Number Failed Verification -" We're unable to provide any details on your account if it's not yet verified due to privacy."

Medium Vehicle

• Response Type
• Phone
• Medium Vehicle

• "To provide a smooth driving experience, the 3x rate applies to vehicles taller than 7 feet in height since vehicles this size cause more damage to the road. This includes most tall passenger vans, commercial vans, 2-axle large box trucks, and flatbed trucks on the 495, 95 and 395 Express Lanes. Signage on the roadway informs travelers a higher rate will be charged for larger vehicles."

Given Circumstances/ Reverse Toll

• Response Type
• Phone
• Not able to reverse toll - "Under the circumstances, I’m not able to reverse the toll billed to your E-ZPass account because the charge in dispute is valid."

• "To avoid further penalties or additional fees continue to stay on the line to complete the payment process with me."

Able to reverse toll

• "Given the circumstances, I’ll go ahead and reverse the charges. The amount of $$xx.xx will be returned to your E-ZPass account within 3-5 business days. This is one-time courtesy."

Not intended

• Response Type
• Phone
• Not intended - "If you are not the person on the said invoice, please disregard any mail for non-intended recipient."

Separate entities

• Response Type
• Phone
• i-66

• "Express Lanes and I-66 Toll Road are separate entities. For further assistance, kindly contact I-66 at 1-833-643-2867. E-ZPass The Express Lanes and E-ZPass are separate entities. I’m unable to move the balance to your E-ZPass account.

Transponder not match E-ZPass statement

• Response Type
• Phone
• Transponder not match E-ZPass statement - "Please be advised that the transponder we detected on the dates of travel was XXXXX which is different from the transponder number XXXXX in the statement provided."

Invoice

• Response Type
• Phone
• Invoice Trip details

• "Kindly refer at the back of the invoice for the trip details. Invoice issued date. " - "The invoice you received states the issued date was xxxx xx xxxx. "Issued date" indicates the date the invoice was mailed out to your address. Kindly check the back of your invoice to see the trip details for your reference."

Confirmation of Account Response Type Phone Confirmation of Account

 We understand you have requested confirmation of your account balance. Our records confirm that the account number xxxx reflects zero balance.

Our records show an outstanding trip in the Express Lanes with the total amount of $xxx.

Two weeks hold Response Type Phone Two weeks hold

 We can only provide two weeks extension for the payment. We will hold the account from 8/17/21 to 8/31/21.  Incident report date not covered:

Based on the incident report provided the date of the trips were taken before the date it was reported stolen: therefore, the Unpaid Toll Notice would be your responsibility.

To avoid further penalties or additional fees continue to stay on the line to complete the payment process with me.

Different Toll Road: Response Type Phone Different Toll Road: Please respond to the contact information listed on the invoice you have received.

24/7 a week Response Type Phone 24/7 a week Express Lanes tolls are in effect 24 hours a day, 7 days a week.

Damage Claim Request Form Response Type Phone

Damage Claim Request Form

Please provide me an email where I can send you the damage claim form. Kindly fill out the form and send it back to us for further review including the image of the damage in your vehicle.

We have forwarded your concern to the appropriate department. Kindly give us 30 days for further investigation.

Image Toll Request Response Type Phone Image Toll Request

 Please provide me with an email where I can send you the images.