If you’re having trouble understanding why you keep receiving Pay-By-Plate invoices and your account is frequently going into the negative, these articles will help you stay ahead and enjoy the benefits of a well-managed toll account. They provide clear guidance on resolving common issues, understanding account activity, and ensuring your toll balance remains in check.
Agent: Thank you for calling [Toll Expressway Authority]. My name is Alex. How can I assist you today?
Customer: Hi, Alex. My name’s Lisa. I’m calling because I noticed my account has a negative balance, and I want to take care of it before it gets worse. I actually tried to pay online, but I kept having trouble with your website.
Agent: Oh no, I’m sorry to hear that, Lisa. Let me help you with your payment and see if we can get this resolved without any more issues. Could I have your account number or license plate number to look up your information?
Customer: Sure, my account number is 123456.
Agent: Thank you. Give me a moment to pull up your account… [brief pause] Alright, I see your account here. It looks like you have a negative balance of $15.25.
Customer: Yes, I know. I was trying to take care of it last night, but every time I tried to pay online, the page kept freezing or kicking me out. It was really frustrating.
Agent: I’m so sorry you had to deal with that. We’ve had some reports of intermittent network issues, and our IT team is working on a fix. In the meantime, I can take care of the payment over the phone for you if that’s okay.
Customer: That would be great. I just want to get this sorted out.
Agent: Absolutely. Will you be using a credit or debit card for this payment?
Customer: Debit card.
Agent: Alright, whenever you’re ready, please provide me with the card number, expiration date.
Customer: [Provides card information]
Agent: Thank you, the payment of $15.25 will bring you to a zero balance, would you like to add funds to your account with the payment?
Customer: Yes please, add an additional $20.00
Agent: ok Lisa. I’ll go ahead and process the payment now… [brief pause] The payment of $35.25 has gone through successfully, and your account balance is now back to zero.
Customer: Thanks, Alex. I just hope I don’t have to deal with that website issue again.
Agent: I completely understand. I’ll make a note of your feedback to pass along to our web support team, so they know customers are experiencing these issues. I also recommend setting up auto-replenishment to avoid any future negative balances, even if the website is down.
Customer: How does that work?
Agent: Auto-replenishment automatically adds funds to your account whenever your balance drops below a certain amount. Would you like me to set that up for you now?
Customer: Yes, please. Let’s set the threshold at $15 and replenishment amount to $20.00
Agent: Got it. I’ve set the auto-replenishment to trigger at $15 and replenishment amount to $20.00. so with the balance of $35.25 when you account balance $15 the system will pull $20.00 from the card on file, ok..?
Customer: Ok, Thank you
Agent: You’re all set, and you’ll receive a notification each time it adds funds.
Customer: Thank you, Alex. I really appreciate it—and please do pass along that feedback about the website.
Agent: Of course, Lisa. Thank you for letting us know. If you have any other questions, don’t hesitate to reach out. Have a great day!
Customer: You too. Thanks again!
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