Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/19/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 17, 2025, I received my FIRST notice that I owed for a toll at the South Norfolk Jordan Bridge. It was dated December 13, 2024, and stated that if it wasn't paid by December 28, 2024, the eight-dollar toll would be increased to one hundred and eight dollars. I called to speak to someone at the company that could provide NO information on how to contest it or even justify an over one THOUSAND percent increase in the fee. They did not tell me the date that the previous attempts were made, only that they sent letters that they could not confirm were even delivered. This feels like extortion, and from reading other *** complaints, they seem to do this to lots of people. It appears this is part of a corrupt practice to increase revenue at our expense and it is simply wrong.

  

  Business Response

  Date: 01/24/2025

  Thank you for the opportunity to respond to your concerns. All of our customer data for invoicing of Pay-by-Plate transactions is provided by the *** of the state in which the vehicle is registered. Regarding your account ******* there were a total of 3 invoices sent to **** ****** ***** *** ******** ****** ** ***** on the following dates with no return mail:
  09/27/2024
  10/28/2024
  12/13/2024
  Regarding our administrative fees, they are well below what the Commonwealth allows to be charged for toll violations, and we make repeated efforts to contact consumers prior to them being applied over the 90-day billing cycle. We recommend that you reach out to your local postmaster to ensure prompt delivery of future mailed notifications.
  To facilitate payment of future tolled travel, we recommend you consider enrolling with E-Z Pass( *************************************************). As long as the account remains up to date and funded, it would cover electronic payment of your tolled trips at the lowest rate and also eliminate the need for mailed invoices. E-ZPass is accepted at all Virginia toll facilities and in 18 other states from North Carolina to Maine.

• Initial Complaint

  Date:08/12/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  SNJB has me so many accounts to pay, some with license plates I never had. But they provide no information as to how to dispute these accounts. I know without a doubt I didn’t go across that bridge that much to accumulate more than ***** in fees. I do not use that bridge that much, at all. I know that that bridge and tunnel has been paid for by now. Ain’t no way y’all should still be collecting money from us and it’s criminal that the state gave these businesses so much time to collect tolls and then punishes the citizens by blocking us from being able to get our proper services for our cars. That should be criminal! Businesses buy and sell our governments! American Greed has and is gonna continue to destroy this country. We know the American business man doesn’t care about the public, get all you can any and every way you can is their way, and they’ve paid the government to legalize it! Disgusting. All you business owners and CEO’s know this. If y’all are hoarding all the money for yourself, the people won’t have the money to spend and the economy is gonna fall. When time is up no one can take a penny with them, and someone else isn’t gonna respect the money they didn’t work for ! I really wish you would show some compassion and humanity and release people from all this ridiculous interest charges. But I know greed is non negotiable, isn’t it.

  

  Business Response

  Date: 08/15/2024

  Thank you for the opportunity to respond to your concerns. 

  
  The South Norfolk Jordan Bridge is privately owned facility that does not receive funding from traditional state and federal sources. Regarding our administrative fees, they are well below what the Commonwealth allows to be charged for toll violations, and we make repeated efforts to contact consumers prior to them being applied over the 90-day billing cycle.
  Account *********
    Notice mail dates: ********** ********** ********** *********
  Accoun* *********
    Notice mail dates* ********** ********** *********
  Account *********
    Notice mail dates: ********* ********* ********* *********
  Account *********
    Notice mail dates: ********** ********** ********** ********** ********** ********** *********
  Account *********
    Notice mail dates: ********** ********* ********* *********
  Once an SNJB account advances to collections (after 90 days elapse without receipt of full payment), a new account is generated if the same vehicle travels over the bridge again. Fees were added to each of your accounts as the result of non-payment. The amount referenced in your complaint due does not reflect the amount owed in our system. We strongly encourage you to reach out to our customer service center.
  Our standard billing cycle is displayed on each invoice, as well as instructions on how to submit a notice of contest for toll transactions. In addition to our mailed notices, the Virginia *** independently mails a notice advising customers of a registration hold in advance of the renewal date. To clarify, only one *** registration fee is included in your outstanding balance because the accounts are for the same license plate.
  To facilitate prompt payment of future tolled travel, we recommend you consider enrolling with E-Z Pass( h************************************************). As long as the account remains up to date and funded, it would cover electronic payment of your tolled trips at the lowest rate and also eliminate the need for mailed invoices.

• Initial Complaint

  Date:04/11/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I just received my notice from this company upon my request that I owe $*** that started off as *** *n tolls. I never received any notification about the ** ** * dollar toll fees or I would’ve paid them immediately. They waited until they added a substantial amount of fees onto the toll before they sent notification which was in April of 2023 to my dad’s house which I nolonger resided at. I do not feel like this is right one is dated back from 2017 and the other one is dated for 2023. I am unable to find any way to appeal this because they stated they have already sent it to collections. I have had the same telephone number for years and highly upset that they have sent it to a collection company that has never even attempted to reach out to me. This is wrong I am asking to pay the amount I owe in tolls which is $*** Even $*** is feasible but $*** that is unfathomable. **** *s completely outrageous when I would have just paid the small balance like I pay anything else that is owed in my name.

  

  Business Response

  Date: 04/17/2024

  Thank you for the opportunity to respond to your concerns.  Regarding our administrative fees, they are well below what the Commonwealth allows to be charged for toll violations, and we make repeated efforts to contact consumers prior to them being applied over the 90-day billing cycle. A total of 6 invoices were sent to the registration address, **** ******** *** ******** ****** ** ****** with no returned mail.
  All invoices included all information needed to make a payment including online/phone/mail options and the standard billing and fee cycle details. Details for account ****** were also provided to you following your call to our Customer Care Team on ***********
   Account # ******
                    Notice mail dates: *********** ********** **********
    Account # 1******     
                     Notice mail dates: ********** ********** **********
  In addition to our mailed notices, the Virginia *** also mails a notice advising customers of a registration hold in advance of the renewal date.
  To facilitate prompt payment of future tolled travel, we recommend you consider enrolling with *** ***** *************************************************). As long as the account remains up to date and funded, it would cover electronic payment of your tolled trips at the lowest rate and also eliminate the need for mailed invoices.

• Initial Complaint

  Date:04/05/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The Jordan Bridge operates like the mob. They seem to have gathered all their invoices this year. Now that I'm allegedly in arrears of over 1,000.00, they have located me. The average consumer cannot afford the fees; especially when administrative fees have accumulated over years. There should be some resolve to help the low and middle class. Why hasn't someone placed a cap on the amount of money they can attach to a bill? Many of us have families or work in the areas where the tolls exist; and we are being raped by their predatory practices. I am going to contact 10 on your side to see if they will investigate. I need them to furnish an invoice of all the movement of my alleged vehicles minus the excess fees. I also need them to meet me half way. I had no idea the charges existed until I went into the office. That is so wrong! We need protection from legal criminal activity. I need this matter resolved because it's putting me in hardship.

  

  Business Response

  Date: 04/09/2024

  Thank you for the opportunity to respond to your concerns.  Regarding our administrative fees, they are well below what the Commonwealth allows to be charged for toll violations, and we make repeated efforts to contact consumers prior to them being applied over the 90-day billing cycle. In addition to our mailed notices, the Virginia DMV also mails a notice advising customers of a registration hold in advance of the renewal date.
  Once an SNJB account advances to collections (after 90 days elapse without receipt of full payment), a new account is generated if the same vehicle travels over the bridge again. Fees were added to each of your accounts as the result of non-payment. All balances were provided to you following your call to our Customer Care Team on 7/9/2013 and 8/24/21. During both calls, you advised us that you would not be processing a payment. At this time all balances are considered valid and payment in full would need to be processed for the vehicle registration withholding to be released.
  To facilitate prompt payment of future tolled travel, we recommend you consider enrolling with E-Z Pass( *************************************************). If the account remains up to date and funded, it would cover electronic payment of your tolled trips at the lowest rate and also eliminate the need for mailed invoices. E-ZPass is accepted at all Virginia toll facilities and in 20 other states from North Carolina to Maine. 

• Initial Complaint

  Date:11/16/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received notification from a Collection agency for unpaid tolls. This was received about a week after receiving a notice from *** that my registration could be on hold for unpaid tolls but the tolls were not specified. I called South Norfolk Jordan Bridge and they said they could not help me because the debt had been turned over for collections. They said they mailed 3 notices but I never received any regarding these tolls. I have no problem paying my tolls but the excessive fees are ridiculous. I contacted the debt collector to try and settle the account but they said they could do nothing because it had been filed with **** I was told they could have done something if the hold had not been placed. They also admitted that SNJB placed this hold prior to it going to collections. So no one has the ability to negotiate this debt and I am supposed to pay **** for about ******* worth of actual tolls. I never received the invoice in the mail but I am told it is up to me to prove it did not. How do I prove a negative. At the same point they cannot provide a proof of delivery only that they supposedly mailed them. My account info must be right because *** and the debt collector got their notices to me. I do not dispute owing the tolls as my E Z pass had not reloaded automatically. I do have an issue with basically $*** in fees that have supposedly consisted of 5 mailing 3 of which never reached my door. This is a racket where SNJB and PAM can both claim it is out of their hands. I have read other complaints that mirror mine and the excuse that they are not charging as much as they could is a joke. My concern is my credit. I pay my bills and even paid an invoice that we did receive earlier from them. The customer service stinks. I am willing to reach a fair and equitable amount but **** is not it.

  

  Business Response

  Date: 11/22/2022

  Thank you for the opportunity to address your concerns. We are committed to operating with the highest levels of integrity and transparency. Regarding your account, our records indicate a total of four notifications of your account balance were mailed to your address, which was provided by the ********** ** ***** ********. To include USPS certified mail to the registration address of the vehicle. After reviewing your account, you were in contact with our customer service center on 11/10/2022. At that time your mailing address was verified as being correct and you were advised of no returned mail indicated by *****
  Our Customer Service representative offered a reduction during your call on 06/30/2022. You accepted the offer, and a payment was processed. Following that payment, additional travel over the facility took place, prompting additional invoicing.
  Once the balance has been paid in full and posted in the system of record, the vehicle registration withholding will be removed within 24-48 business hours. You can make the payment with the collection agency Professional Account Management, LLC.
  https://www.dspayments.com/snjb
  ###-###-####
  For ease of future tolled travel, we recommend keeping your E-ZPass up-to-date, and fully funded to receive the lowest toll rates available and eliminate the need for mailed invoices.