Sales said MDTA is taking a metering approach, which balances the pace of sending both backlog and current transactions. The spokesperson with Virginia Department of Transportation hasn’t yet responded to our questions.
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Neither state suspended toll collection during the pandemic, and instead mailed toll notices to drivers without an E-ZPass when cash collection was temporarily suspended.
The total number of calls that month was 20,470. As of November 2021, the average call wait time was just over 7 minutes and there are 136 customer service representatives. The average call wait time is 1 minute 26 seconds and there are 52 dedicated customer service agents handling on average 1,926 calls per day.Ī spokesperson with the New Jersey Turnpike Authority said E-ZPass toll transactions post to customers accounts within 24 hours. WMAR-2 News reached out to neighboring state transportation agencies about their E-ZPass toll transactions and call wait times.Ī Delaware Department of Transportation spokeswoman said E-ZPass toll transactions take an average of 3-5 days to post. “Before COVID ever happened, I’d hold up, it would hit, I could look into my account and the next day, two days max, you see where the charge posted,” Zellers said. RELATED: Lawmakers question MDTA executive director about E-ZPass customer service issuesĪnd despite switching to all electronic tolling during the pandemic, recent transactions are also taking weeks to post. Average daily call volume has also increased to nearly 19,000 calls a day with the average wait time around 1 hour 33 minutes. MDTA spokesperson John Sales said there are now 168 total agents staffed, however, 62 are on COVID associated leave and 22 are in training leaving 84 agents servicing the call center. In November, there were 82 agents tasked with answering on average 15,000 calls a day.ĭespite consistent hiring efforts, MDTA said they’re dealing with staffing shortages, retention challenges, and workers out due to COVID-19. When MDTA switched to new customer service vendor TransCore in April, there were 160 call center agents, but by August, staffing levels fell to 60 agents. READ MORE: "It's been an absolute consumer nightmare" 82 E-ZPass agents handling 15,000+ calls a day WMAR-2 News has reported on the extensive wait times at the E-ZPass call center.
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Did someone not do a download from almost two years ago? Or did they do a download and it’s catching stuff that’s already been charged and charging again?” Zellers said.Īnd when she called the MDTA, she was unable to reach a call center representative.
“So I’m not understanding why they’re just now posting. Her online account shows several of the charges in December 2021 were from August 2020. Zellers averages around $25-$50 a month in tolls, but in June, her toll transactions nearly tripled to $140 and jumped again in December. “Like where are these coming from?” asked Robin Zellers. Now that the state is catching up on those transactions, drivers are overwhelming the customer service call center with questions about these tolls, some from 2020. The backlog is a result of the agency’s decision to pause processing transactions and defer billing for drivers without E-ZPass from March 2020 to October 2020. READ MORE: The struggle to reach EZPass customer service continues, as huge backlog of old toll bills remain
The agency is working on processing nearly 14 million Video Toll/Image Toll transactions and more than 2 million E-ZPass transactions. BALTIMORE - The Maryland Transportation Authority is warning that backlogged tolls and long call wait times could stretch into this summer.
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