NEW YORK — Disputing tolls, late fees or billing issues will soon be easier as the New York State Thruway Authority prepares to open offices to handle tolling concerns.
The New York State Thruway Authority, MTA Bridges and Tunnels, and The Port Authority of New York and New Jersey announced the creation of Offices of the Toll Payer Advocate.
The initiative is an effort to assist customers who are unable to resolve their toll problems using the customer service center.
Western New York drivers know the complications of cashless tolling. When the Grand Island Bridge went cashless, some people experienced excessive late fees they needed to dispute.
The Offices of the Toll Payer Advocate will allow people to dispute any issues in person instead of calling a phone number.
“The creation of the Office of the Toll Payer Advocate will ensure that customers have a place to turn to get the assistance they need when issues arise," Thruway Authority Executive Director Matthew J. Driscoll said. "While the vast majority of Thruway customers pay their tolls, there are some who require additional assistance to resolve outstanding violations."
The office will help ensure that toll payers receive fair and responsive treatment, identify and resolve problems, and recommend reforms to improve customer service. It will also ensure that toll payers do not pay more than what is owed and help toll payers understand their rights and how to avoid toll violations.
The Thruway Authority says it has already increased staffing at call centers, improved signage at cashless tolling locations, and upgraded its website to allow customers to pay their tolls online by license plate.
If you're unsuccessful resolving a toll violation through the E-ZPass New York customer service center, you should request assistance by completing this form.