Toll Payer Advocate: Free Help With Toll Problems

Step 1: contact the service center first

All three advocates are a second step. MTA's office is for problems you were "unsuccessful in resolving using the E-ZPass and Tolls by Mail service center" (MTA). The Thruway says you "must first contact the Tolls by Mail or E-ZPass NY Service Center" and describe what you tried (Thruway). The Port Authority says "We cannot assist you until you have first contacted" the right service first (Port Authority).

When you call 800-333-8655, write down the date, the name or ID of the person you spoke with, any reference number, and what they said. That record is your proof that you tried, and the advocate will ask about it.

Step 2: pick the advocate by crossing

The three advocates compared

What the advocates can do

The Port Authority lists the kinds of issues its advocate handles. They include understanding your tolls and fees, "researching overcharged tolls," "investigating when vehicles do not belong to the violator," and "addressing vehicle registration suspensions." MTA describes its office as independent. It provides free help, works to resolve long-standing issues, and recommends reforms. MTA says "your options may include a settlement agreement." The Thruway office aims to make sure toll payers get fair treatment and to resolve problems.

What they can't do

• Skip the first step. Every advocate expects you to have tried the service center.
• Promise fee waivers. The Port Authority says plainly there is "no automatic fee dismissal program" at its crossings.
• Talk to your lawyer (MTA). MTA's advocate "can only communicate with individual toll payers." Attorneys go through the customer service center.
• Talk to your relatives (Port Authority). It "must correspond directly with the registered owner" and asks you not to use a relative's or friend's email.
• Handle a Thruway suspension. The Thruway advocate "cannot assist you" once a DMV suspension for unpaid Thruway tolls is pending or in place.
• Help with another agency's crossing. Each covers its own facilities only.

What this means for TLC drivers

The advocate deals with the registered owner. If you own your TLC car, that's you. If you lease or rent, the owner or fleet has to make the request. You can still help by giving them your trip log and E-ZPass records (see E-ZPass records as evidence). If a toll problem is tied to a TLC summons, the advocate won't handle that part. That goes to OATH, and you may want a lawyer.

Before you write, collect:

1. The bill or violation numbers, plate number and E-ZPass account number.
2. Your notes from the service center call: date, reference number, what you were told.
3. Proof: sale papers, police report, plate surrender receipt, or E-ZPass statement lines.
4. A short, clear description: what happened, what you already tried, what you are asking for.

Keep a copy of what you send and the date. While you wait, late fees may still apply. Read the toll bill late fee timeline so you know your deadlines.

A sample request, in plain words

A short, factual request is easier to act on. You can adapt this example. The details below are invented. Use your own, and never add anything that isn't true.

My name is [registered owner's name]. Plate [number], E-ZPass account [number]. I received Toll Bill [number] dated [date] for two crossings of the [crossing] on [date]. My E-ZPass account was funded and the tag was mounted that day. My statement shows the same two crossings charged to my account (copy attached). On [date] I called 800-333-8655 (reference [number]). I was told [what they said], but I received a violation notice on [date]. I am asking you to remove the duplicate charges and the fees. Attached: statement page, Toll Bill, violation notice, notes of my call.

Notice what it does. It names the registered owner, gives every number, says what was already tried, attaches proof, and asks for one clear thing.

After the advocate replies

Read the reply carefully. It may resolve the charge, explain why the charge stands, or offer a payment arrangement. MTA mentions that a settlement agreement may be one option. If you accept an arrangement, keep the written terms and pay on time. A missed payment can put you back where you started. If the answer is no and you still believe the charge is wrong, ask what further review exists. Then decide, with advice if the amount is large, whether to pay and move on. Either way, fix the cause so it doesn't happen again: link the plate, keep the balance above $0, and mount the tag.

Other free help

If tolls are one of several debts you are dealing with, these pages list free programs: free legal help for NYC drivers, free financial counseling for NYC drivers, and TLC's Owner and Driver Resource Center. Also see toll bridge or free route with a passenger? and East River free bridges.

Related

• Toll Payer Advocate (glossary)
• How to dispute a toll bill
• Unpaid tolls and registration suspension
• Tolls topic hub