Camrera collaborators claim the “tickets” are reviewed. What “review”???
“I noticed that the license plate was not my license plate. So, my three letters are ‘6EA’, and they were telling me that I owed tolls for a license plate [starting with] ‘6FA,’” Turner said.
Read the full article at WMAR2
Summary of E-ZPass License Plate Reader Issue
Quick Overview
A Maryland driver, Kasheita Turner, faced significant challenges when she was unable to renew her vehicle registration due to incorrect toll charges amounting to over $1,400 attributed to a different driver. This incident highlights systemic issues within the E-ZPass toll collection system, particularly regarding license plate recognition errors and customer service inefficiencies.
Key Points
- Misattributed Toll Charges: Kasheita Turner received toll bills for violations linked to a license plate that was not hers, causing her registration renewal to be flagged.
- Customer Service Struggles: Turner encountered lengthy wait times and inadequate responses from E-ZPass customer service while trying to resolve the issue.
- Exceptions List: The Maryland Transportation Authority (MDTA) maintains an “exceptions list” for misidentified plates, but it failed to prevent repeated errors in Turner’s case.
- High Volume of Disputes: Nearly 89,000 drivers in Maryland faced similar toll flags, indicating a widespread problem within the system.
- Call Center Overload: Increased call volumes related to a scam regarding unpaid tolls have exacerbated wait times for customer service.
Detailed Breakdown
Misattributed Toll Charges
Kasheita Turner discovered that she owed $1,481 in tolls, which included $1,175 in civil penalties, despite rarely using toll roads. The issue arose from a misidentification of her license plate, where her actual plate number “6EA” was confused with “6FA.” This misidentification led to significant penalties and complications in renewing her vehicle registration.
Customer Service Struggles
Turner reported extreme difficulties in reaching E-ZPass customer service, with wait times escalating to over 90 minutes. Her attempts to resolve the issue were met with frustration, as she experienced long hold times and did not receive promised callbacks. Turner described the effort to rectify the situation as akin to a part-time job, emphasizing the strain on drivers dealing with such errors.
Exceptions List
The MDTA maintains an exceptions list to prevent misattributed toll charges from affecting drivers. However, despite assurances that Turner would be placed on this list to avoid future errors, she continued to face the same issue. The MDTA acknowledged that there are currently around 777 accounts on this list and is investigating why Turner’s case was not properly managed.
High Volume of Disputes
The scope of the problem is significant; as of January 8, nearly 89,000 drivers were facing toll flags, highlighting a systemic issue within the toll collection process. Turner’s situation is not isolated, as many drivers are similarly affected by misattributed tolls and the subsequent penalties.
Call Center Overload
The MDTA reported an average wait time of 40 seconds to speak with a customer service agent, although this has increased due to a surge in calls related to a text message scam about unpaid tolls. Currently, the agency handles over 500 calls daily concerning this issue, exacerbating the overall customer service challenges.
Notable Quotes & Data
- “It’s almost like it’s a part-time job, trying to call these people and getting the situation in order,” said Turner, reflecting on her frustrations with customer service.
- The MDTA operates with a 99.8% accuracy rate in license plate identification but has not tracked the number of disputes linked to errors.
Context & Implications
Turner’s experience underscores the vulnerabilities in automated toll collection systems and the need for improved accuracy and customer service. The significant number of drivers facing similar issues raises questions about the efficacy of current processes and the potential for reform. The reliance on technology for toll collection, while efficient in theory, reveals gaps that can lead to substantial financial and administrative burdens for drivers. As the MDTA continues to investigate these issues, it is imperative for them to enhance communication and support for affected drivers to prevent further frustrations and penalties.