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Dispute over Grand Island toll hotline

We've reported plenty of times on problems with the new cashless tolls at the Grand Island bridges.

GRAND ISLAND, N.Y. — We've reported plenty of times on problems with the new cashless tolls at the Grand Island bridges.

And leaders on the island this week, put out a hotline number for people in the town to call with their issues.

The thing is -- the Thruway Authority says that's not the number people should be calling.

A spokesperson for the Thruway Authority tells 2 On Your Side its gotten 24 complaints from drivers in the last month, who say they were over-billed after going through the cashless tolls on Grand Island.

The Authority admits some drivers have had their cars misclassified with drivers hit with higher fees.

It says the glitch has been fixed. 

So, after talking with the authority's director last week, Grand Island Supervisor Nate McMurray says he's set up a direct line dedicated to Grand Island residents with tolling issues.

And, that instead of calling E-Z Pass Customer Service, people who live in Grand Island can call 518-471-5300 to get issues resolved.

But on Tuesday, 2 On Your Side heard differently from the Thruway Authority -- that a dedicated line hasn't been set up. 

That the number McMurray gave out is, in fact, the authority's media relations line. 

And that people with problems should still call E-Z Pass Customer Service at 1-800-333-8655.

REPORTER: When you're using the word dedicated, dedicated for Grand Island residents that's not the case it was always a number that was used it was specifically for media relations, so I just wonder, do you feel that there's any need to edit that specific message? 

"Well you may have information that I don't have, I can tell you what they told me that they created a specific, that we have a number for Grand Island residents to call this is the number," McMurray said.

REPORTER: Do you think it should change, this message should change? 

"No I think I'm going to stick to what the Thruway Authority told me and they want Grand Island residents to call that number," McMurray said.

REPORTER: Do you foresee or do you think you'll call the Thruway Authority just to make sure you're all on the same page as to what should be disseminated? 

"No I'm confident that number should be disseminated they told me I should share the number," McMurray said. 

Again the number that the Thruway Authority wants people to call is 1-800-333-8655.

That number is staffed longer during weekdays and on Saturdays than the media relations number. 

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