ComplaintsforPlusPass, Inc.

• Initial Complaint

  10/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  April 2023 I received a bogus invoice from Harris County ******************* with invoice number ************ for $18.25. I called to dispute the charges and was referred to Banc Pass with dispute number *******. Even though the information was inaccurate I made an online payment with confirmation number ************ and finalized with a $0.00 balance. I have copies of everything and can produce them if needed!! October 2023 I am billed again for the same amount of $18.25 with the same invoice number of ************ and a threat to be turned into collections. The ******************* referred me back to Banc Pass. I spoke to multiple representatives who eventually referred me to a manager. She was augmentative and talked over me. The manager emailed a list of toll road usage and charges. This information was incorrect because I haven't used the toll road except once and was accidental. She also told me my account had been inactive from 12/26/22 to 2/20/23. This is incorrect as well. I receive a weekly account balance via email from Banc Pass and my balance has been $10.39 from April 2023 to September 2023. I can back this up with proof if need be. The customer service manager told me she was going to remove money from my account and close it!!! I requested a confirmation number but she refused and hung up on me.

  Business response

  11/01/2023

  Good afternoon,

  My name is ******* and I took the support call from ********************** on 10/24/23; I am the manager to whom she refers in her complaint.  ********************** received valid toll violations from the Harris County Toll Road Authority.  The dates of the toll violations occurred while her BancPass account was not funded.  Attached is her statement showing that her account carried a negative balance of -$2.79 from 2022-12-26 until 2023-02-20.  ********************** used the toll roads during that time, which resulted in the toll violations.

  ********************** insisted repeatedly that she receives weekly statements and claims that she had a positive balance.  Please note that she signed up to receive emailed statements on 2023-02-21.  She was not enrolled to receive statements for the time frame that her account was disabled, which was a year prior.

  I sent ********************** the full statement to date and attempted to review with her.  At this point she became very argumentative, and told me repeatedly that, "You need to stop talking."  She repeated many times that her account was never disabled for negative balance which is factually incorrect.  When I tried to explain that her statements are from 2023 and the account was disabled in December of 2022, she loudly yelled "Woo hoo! Woo hoo! Woo hoo! You need to stop talking!"  I can provide a call recording of this if that is helpful.

  I suggested that we deactivate her BancPass account because we seemed to be at an impasse.  She said "Ok give me my money back!"  I told her that we would submit the toll payment to ***** from her BancPass account and refund the remainder of her balance.  She provided her mailing address and I updated her account.  I have attached the ***** receipt showing that BancPass submitted toll payment to ***** in the amount of $19.50; her statement shows that $19.50 was deducted for the cost of the tolls.

  We do not use confirmation numbers, however, I sent a confirmation email to **********************, which is also attached. 

  Thank you for your time,

  *******

  BancPass Customer Support Manager

  Business response

  11/01/2023

  Good afternoon,

  My name is ******* and I took the support call from ********************** on 10/24/23; I am the manager to whom she refers in her complaint.  ********************** received valid toll violations from the Harris County Toll Road Authority.  The dates of the toll violations occurred while her BancPass account was not funded.  Attached is her statement showing that her account carried a negative balance of -$2.79 from 2022-12-26 until 2023-02-20.  ********************** used the toll roads during that time, which resulted in the toll violations.

  ********************** insisted repeatedly that she receives weekly statements and claims that she had a positive balance.  Please note that she signed up to receive emailed statements on 2023-02-21.  She was not enrolled to receive statements for the time frame that her account was disabled, which was a year prior.

  I sent ********************** the full statement to date and attempted to review with her.  At this point she became very argumentative, and told me repeatedly that, "You need to stop talking."  She repeated many times that her account was never disabled for negative balance which is factually incorrect.  When I tried to explain that her statements are from 2023 and the account was disabled in December of 2022, she loudly yelled "Woo hoo! Woo hoo! Woo hoo! You need to stop talking!"  I can provide a call recording of this if that is helpful.

  I suggested that we deactivate her BancPass account because we seemed to be at an impasse.  She said "Ok give me my money back!"  I told her that we would submit the toll payment to ***** from her BancPass account and refund the remainder of her balance.  She provided her mailing address and I updated her account.  I have attached the ***** receipt showing that BancPass submitted toll payment to ***** in the amount of $19.50; her statement shows that $19.50 was deducted for the cost of the tolls.

  We do not use confirmation numbers, however, I sent a confirmation email to **********************, which is also attached. 

  Thank you for your time,

  *******

  BancPass Customer Support Manager

  Customer response

  11/02/2023

  Complaint: 20787868
  
  I am rejecting this response because:
  The information ******* gave regarding our conversation and my BancPass account was inaccurate and untrue.  she was argumentative and  talked over me with repeated inaccurate information.  As I stated I have all supporting documents regarding correspondence of the submitted violation and can support everything I have said! I also can prove this same disputed violation charge was paid in full with documentation supporting that as well!   I suggest ******* go back and listen to our conversation as I could hear it being recorded.  I do receive weekly statements with my BancPass balance with my most recent dated 10/29/23 and a $22.17 balance. 

  
  Regards,
  
  *****************************

  Business response

  11/02/2023

  Good afternoon,
  May I ask the BBB to review Ms. ********** attached statement? Please note row 89 showing that the account carried a negative balance from 2022-12-26 until row 90, which shows that the account was replenished on 2023-02-20. This is a simple fact that ********************** refuses to acknowledge. I request the expertise of the BBB to recognize that this account was not funded from 2022-12-26 until 2023-02-20.

  Because ********************** used ************** during that time, she was issued valid violations by the Harris County Toll Road Authority.  Also attached are the details of the tolls paid to HCTRA; her time of toll road use was during the time that her BancPass account was not funded.  Not shown on the invoice is one "uninvoiced toll" which is why the total payment to HCTRA on ************************** behalf was a total of $19.50.

   

  Thank you,

  *******

  Customer response

  11/04/2023

  Complaint: 20787868
  
  I am rejecting this response because:

  This same dispute was resolved with payment. 

  Initially I  was sent toll road ******** from 3 different entities which were not communicating information with one another.  Tex Tag researched and  resolved the issue and i sent a payment.  The reason BancPass is emailing these account balances is due to this original billing confusion. So to prevent any future confusion I am sent a weekly account balances so as I may also track my toll road account usage.

  I am including scanned documentation to support my claim.
  
  Regards,
  
  *****************************

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