MDTA board waives E-ZPass penalties for unpaid tolls through November (2024)

E-ZPass customers who have unpaid tolls now have a nine-month grace period to reconcile their accounts. | RELATED: Frustrated E-ZPass users petition for billing system investigationThe Maryland Transportation Authority Board approved a Customer Assistance Plan that takes effect immediately and includes a grace period, waiving all civil penalties for customers who pay their unpaid tolls by 11:59 p.m. on Nov. 30, 2022.During the grace period, the MDTA will also not refer unpaid toll bills to a collection agency or to the Maryland Motor Vehicle Administration. Those referrals will resume on Dec. 1.| RELATED: Maryland E-Z Pass complaints persist over billing issuesThe MDTA said the board's action is effective Wednesday, and is therefore not retroactive.Officials emphasized this is temporary, and not a forgiveness program. Customers are still required to pay their toll fees. The MDTA asks customers to take note of the following dates:Payments made/postmarked before Feb. 24: Civil penalties that are already paid will not be reimbursed. Payments made/postmarked between Feb. 24 and Nov. 30: For every unpaid toll transaction paid in full, the corresponding civil penalty will be waived. Additionally, no toll debt will be referred to CCU or MDOT MVA. Feb. 24 to Mid-March: Civil penalties will be waived for each paid toll, but civil penalties remain on accounts until the software changes are in place to reflect the waiver. Mid-March: The system functionality for the waiver grace period will be completed, allowing customers to confirm online that their penalties are being waived following full toll payment. Nov. 30 at 11:59 p.m.: Civil penalty waiver grace period ends. Dec. 1: All unpaid tolls and civil penalties are due based on the printed due dates, and toll debt referrals to CCU and MDOT MVA resume.| LINK: Answers to frequently asked questionsThe plan comes at the request of the governor and in response to E-ZPass customer concerns.Frustration has been building over E-ZPass billing, making for brisk business at customer service centers."I think they need to do a better job than what they are doing now," said Joseph Robinson, a Maryland E-ZPass customer.But E-ZPass customer complaints are now getting the attention of the MDTA's board members, who oversee the E-ZPass system."We heard three key things: People needed more time to pay, people wanted to have that time without having consequences of late fees and they needed to get through to us in a timely fashion," MDTA Acting Executive Director Will Pines said.The agency is also in the process of beefing up staff at E-ZPass customer service centers.| RELATED: Maryland E-ZPass users report overbilling, inability to reach customer serviceThe call centers are run by TransCore. In 2018, the state awarded the Nashville-based company a nine-year $272 million contract. They are in the process of hiring more customer service agents."By having the wait times get lower, and they can reach us easily, we will be able to resolve that more directly with them," Pines said.Kapsch in McLean, Virginia, operates the tolls. The state awarded them a nine-year $72 million contract in 2018. State officials said an internal audit determined a 99.96% accuracy rate with its equipment."We are still looking for ways to try and help everyone," said Maryland Transportation Secretary James Ports, who serves as chairman of the MDTA Board.Ports said E-ZPass bill problems are related to misread video tolls, expired credit cards, accounts that are not set up for automatic replenishment that may run out of funds, the wrong license plate registered to a transponder or the customer is not properly mounting the transponder in the car. The MDTA said the plan does not impact the posting of backlogged tolls. The MDTA will continue posting COVID-19-backlogged tolls into the summer.The MDTA is working with its vendor to explore a payment plan opportunity.| RELATED: Senate bill would offer options to motorists who owe E-ZPass bills For customers who choose not to pay their video tolls before the due date on the notice, mailings of citations/civil penalties will continue during the grace period and will remain in effect if unpaid tolls are not paid by 11:59 p.m. on Nov. 30. Watch Thursday's MDTA Board meeting:Customers with unpaid video tolls can pay by the following methods:Visit https://csc.driveezmd.com/pay-tolls-now. Mail the bottom portion of the notice(s) along with your check/money order (do not send cash) payable to:Maryland Transportation AuthorityP.O. Box 12853Philadelphia, PA 19176-0853Use the automated call system 24/7 at 1-866-320-9995 (select Option 1 for Notice of Toll Due, then enter the mailing number on the notice when prompted). Visit an in-person Customer Service Center.Also, customers who pay their video tolls before the notice is mailed will save 15% (maximum of $5 per transaction). You can pay your video tolls at https://csc.driveezmd.com/pay-tolls-now.AAA Mid-Atlantic sent a statement to 11 News, saying: "AAA is pleased that the MDTA has approved payment options to address what has clearly been a nightmare for many toll customers."While the deferral of tolls during the pandemic may have been well-intended to provide relief for Maryland motorists during a challenging time, the unexpected bills and fees that have mounted, for many has created a hardship within itself."We are also hopeful that additional staff will enable Marylanders to address their issues in a timely manner, without them having to wait long hours on the phone for a resolution."

BALTIMORE —

E-ZPass customers who have unpaid tolls now have a nine-month grace period to reconcile their accounts.

| RELATED: Frustrated E-ZPass users petition for billing system investigation

The Maryland Transportation Authority Board approved a Customer Assistance Plan that takes effect immediately and includes a grace period, waiving all civil penalties for customers who pay their unpaid tolls by 11:59 p.m. on Nov. 30, 2022.

During the grace period, the MDTA will also not refer unpaid toll bills to a collection agency or to the Maryland Motor Vehicle Administration. Those referrals will resume on Dec. 1.

| RELATED: Maryland E-Z Pass complaints persist over billing issues

The MDTA said the board's action is effective Wednesday, and is therefore not retroactive.

Officials emphasized this is temporary, and not a forgiveness program. Customers are still required to pay their toll fees.

The MDTA asks customers to take note of the following dates:

Payments made/postmarked before Feb. 24: Civil penalties that are already paid will not be reimbursed.
Payments made/postmarked between Feb. 24 and Nov. 30: For every unpaid toll transaction paid in full, the corresponding civil penalty will be waived. Additionally, no toll debt will be referred to CCU or MDOT MVA.
Feb. 24 to Mid-March: Civil penalties will be waived for each paid toll, but civil penalties remain on accounts until the software changes are in place to reflect the waiver.
Mid-March: The system functionality for the waiver grace period will be completed, allowing customers to confirm online that their penalties are being waived following full toll payment.
Nov. 30 at 11:59 p.m.: Civil penalty waiver grace period ends.
Dec. 1: All unpaid tolls and civil penalties are due based on the printed due dates, and toll debt referrals to CCU and MDOT MVA resume.

| LINK: Answers to frequently asked questions