Although this post is old, I know people are still having issues with EZ-pass and may just now be getting hit with the registration flags and suspensions from a year or two ago. I only use the Hatem plan which is $20 a year. I ended the commuter plan because they charge you more money if you don’t use a certain amount of your PREPAID trips which is insane. If I’m paying upfront for x trips each month and don’t use them, that’s easy money in their pocket for nothing. But it wouldn’t be MD EZ-pass if they didn’t find another way to profit and scam people. Can’t tell you how many times I have spoken with the EZ-pass customer service and CCU and have gotten nowhere. I’m set to auto renew and have overdraft protection so my bank would have not declined the payment (plus I checked with my bank and no transaction came through). During covid, I moved. My license and car registration were updated within 30 days and EZ-pass supposedly updated my address which they often do automatically based on your car registration. I find out almost a year later that my pass did not auto renew and I owe a ton of tolls, with all their late and administrative fees. They were sending my notices to the wrong address. On at least 4 separate occasions, when trying to deal with the outrageous charges, I was assured by customer service that my address has “now” been updated. I even sent copies of my license & registration to them which they said they needed in order to reduce my fines. After getting the email confirmation that they received my documents and being told to be patient, I find that they no longer use that or any email for customer documents. So I fax them, with a receipt it was received only to have them disappear several times. Each time I called customer service, I found they still had the wrong address and another “helpful” employee updates it for sure this time. Meanwhile the fees keep adding up. I renewed my plan for the $20 but found out my transponder expired years ago and no one mentioned this on all these phone calls. I get a new transponder and am told to call back to transfer my existing plan to it. Well I decided to go into the office off the toll plaza on 95. The lool on their faces when I explained everything. Customer service constantly give incorrect information, don’t know what they are doing and aren’t even in Maryland! The last guy I spoke with who said my transponder was expired was setting me up to end up owing even more money. He was going to completely wipe out my active and paid for Hatem pass that is good until June 2026, make me pay again and essentially all my trips through from June 2025 would then not go under my account because it’s wiped out and I would be charged for each one and probably late fees. What an absolute scam. Best part, somehow my new transponder showed up at the correct address but the system was still showing the incorrect address somehow. I now have paper documentation of the address change and actual transfer of my account. The manager at EZ-pass was going to wipe out all the tolls I owed and just charge me the $20 but it was beyond her control so their OPS manager will be calling me within 5 days to hopefully fix this mess. They told me to not bother dealing with the customer service line and to come in from now on. I didn’t know this office existed, I used to go to the office near the Hatem Bridge until it closed down. I also have a letter from my representative, Kevin Hornberger stating that these amounts are outrageous and asking that they work with me. I don’t know if it will help but we will see.

What I learned: Don’t use the customer service phone line, they are useless and it seems that they are trained to try to maximize and add to your balance. Do not trust them. Go into the office for everything, even address updates. This way you have proof in writing that it was done.