In November 2021, the call center received almost 180,000 calls. READ MORE: "It's been an absolute consumer nightmare" 82 E-ZPass agents handling 15,000+ calls a day WMAR-2 News has learned 14 million video and image tolls and 2 million E-ZPass transactions still need to be processed. These efforts were part of a statewide effort to help customers navigate the economic impact of the pandemic,” MDTA spokesman John Sales wrote in an email to Sofastaii. “Much like the deferment of rent, mortgage, and many other COVID financial relief programs at the height of the pandemic, the MDTA deferred billing for these items, responding to customers and businesses who had significant financial strains from the nationwide shutdowns and layoffs. The influx of calls and backlogged transactions stem from a seven month pause in processing during the pandemic. “Mallory, that isn’t how the system is supposed to work,” McCray said.
McCray was able to get help sooner, and he’s helping his constituents, but he knows many others are still waiting. “The automated call told me, Mallory, it would be 90 minutes before I talked to some type of service person,” McCray told WMAR-2 News Mallory Sofastaii. Senator McCray tried calling for assistance. “When I got my E-ZPass bill there were five charges back-to-back-to-back, so my immediate thought was did somebody steal my credit card when I see five charges?” said Senator Cory McCray (D-Baltimore City). State senators have had similar experiences. RELATED: E-ZPass frustrations: Backlogged transactions draining drivers' accounts, long call wait times continue
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“I get your wait time will be 135-140 minutes and I don’t have that much time to sit on the phone because with my husband’s stroke, I’m his only caretaker,” said Debra Perseghin, a driver who received an erroneous bill.
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BALTIMORE - Legislators want to waive toll penalties and give drivers payment options after the Maryland Transportation Authority paused toll collections during the pandemic.ĭrivers have reported receiving large monthly bills due to backlogged transactions and are unable to speak with an E-ZPass customer service call center agent.
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