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Getting you answers: Is Cashless Tolling overcharging?

Posted at 6:03 PM, May 25, 2021
and last updated 2021-05-26 09:53:13-04

BUFFALO (WKBW) — A local woman is not happy about her cashless tolling bill and she's concerned it may be happening to others as well.

Susan Green reached out to 7EWN asking for help, saying "Is there any way you could help me find out about the billing system the new E-ZPass uses? I think they are overcharging with fees."

So we went looking answers.

Susan tells us that she's getting hit with late fees even though she's paying off her entire balance each month. She says she recently noticed a $5.00 late fee for a .90 charge that somehow remained after she says she paid her balance. She's wondering how it can be a late fee, if it wasn't past due.

Susan doesn't physically have an E-ZPass but rather uses the Tolls by Mail system that keeps track of her travel and sends a bill each month.

So we took her questions to the New York State Thruway Authority. A spokesperson declined an interview but instead offered the following statement.

"We are happy to help all customers and urge anyone who has questions or concerns about their toll bills to contact us. Customers can reach the Tolls by Mail customer service center at 1-844-826-8400 and the E-ZPass customer service center at 1-800-333-8655. More information about cashless tolling and the billing process can be found on the Thruway Authority's website:"

Susan, who did receive a refund for the late fee, tells us that she's disappointed in the response and wishes there was more transparency.

If you have a question or have something you would like us to look into we would love to hear from you. Reach out to us here at the station using