MDTA Reports Unprecedented Level Of Toll Customer Service Requests

The Maryland Transportation Authority (MDTA) issued an open letter to customers requesting “patience and understanding” when they experience difficulty and long wait times reaching the E-ZPass customer service call center. The volume of customer service requests is at an all-time high, MDTA reported, since it resumed issuing notices of toll due to motorists without transponders (MDTA paused the notice mailings and related collection efforts during much of 2020 as an accommodation to COVID-19’s economic impact.) MDTA said US Postal Service delays are also obstructing “efforts for timely delivery of tolling notices and customer efforts to pay notices on time.” In addition to its ongoing transition to a new tolling system, which includes call center improvements, the authority said it is taking interim measures to expand customer access to service representatives.