How to dispute an EZPass charge on your New Jersey account
If you see a charge on your EZPass bill that you don't recognize or believe is wrong, New Jersey's toll authority has a formal dispute process. You contact the New Jersey Turnpike Authority or the Port Authority of New York and New Jersey (depending on which tolls you used), submit written documentation of the error, and they investigate within a set timeframe. The process typically takes 30 to 60 days, and you're not required to pay the disputed amount while the investigation is underway.
The key is starting with the right agency and having clear records of what happened — a toll receipt, a photo of your vehicle at the time, or proof you were elsewhere when the charge occurred. Most disputes fall into a few categories: a toll charged twice, a toll charged to the wrong vehicle, a toll charged at the wrong rate, or a toll you believe you paid but appears unpaid on your account.
Key Takeaways
- Contact the New Jersey Turnpike Authority or Port Authority depending on where the toll was charged, not a general customer service line.
- Submit your dispute in writing with specific details: the date, time, location, amount, and why you believe the charge is wrong.
- Keep toll receipts, transponder records, and any photos or documentation that supports your claim.
- You do not have to pay a disputed charge while the investigation is in progress, though late fees may still accrue if you ignore other bills.
- If the investigation finds in your favor, the charge is removed and any overpayment is credited back to your account.
Which agency handles your dispute depends on the toll location
New Jersey has two main toll authorities, and the one that investigates your dispute depends on where you were charged. The New Jersey Turnpike Authority handles the New Jersey Turnpike and the Garden State Parkway. The Port Authority of New York and New Jersey handles the bridges and tunnels connecting New Jersey to New York, including the George Washington Bridge, Lincoln Tunnel, Holland Tunnel, and Bayonne Bridge.
If you're unsure which agency charged you, check your EZPass bill or statement. It will list the toll location and the agency name. You can also call your EZPass customer service number (listed on your bill) and ask which agency to contact for that specific toll.
The written dispute process and what to include
Both agencies require disputes to be submitted in writing. A phone call alone will not start an official investigation. You can submit your dispute by mail, email, or through an online form on the agency's website, depending on which one handles your toll.
Your written dispute should include: your EZPass account number, the date and time of the toll, the toll location, the amount charged, your transponder number (if you know it), and a clear explanation of why you believe the charge is wrong. If you have a toll receipt, include a copy. If you have a photo of your vehicle's license plate or timestamp data showing you were elsewhere, include that too. The more specific and documented your claim, the faster the investigation typically moves.
For the New Jersey Turnpike Authority, disputes can be mailed to their customer service address (found on your bill or their website) or submitted through their online dispute form. For the Port Authority, similar options are available through their EZPass customer service portal. Include your contact information — phone number and email — so the agency can reach you with questions or results.
What happens during the investigation
Once the agency receives your dispute, they will review the toll transaction, check their records for that date and time, and verify whether the charge was correct. They may look at video footage from the toll plaza, check whether your transponder was properly registered, or verify the toll rate that should have applied. If your vehicle was charged twice for the same toll, they will cross-reference their system to confirm the duplicate.
The investigation typically takes 30 to 60 days. The agency will contact you by phone or email with their findings. If they find the charge was an error, they will remove it from your account and credit any overpayment back to your EZPass account or issue a refund, depending on your account status. If they find the charge was correct, they will explain why and you will owe the amount.
Your rights while a dispute is pending
You are not required to pay a disputed charge while the investigation is underway. However, this does not mean you can ignore your entire EZPass bill. You should still pay any charges you do not dispute, because failure to pay can result in late fees, account suspension, or a violation notice sent to your vehicle registration address.
If your account is suspended due to unpaid tolls (disputed or not), your transponder will stop working and you may receive a violation notice. To avoid this, pay the undisputed portion of your bill and clearly mark the disputed charge in your payment or correspondence so the agency knows you are contesting it.
Common reasons disputes are denied or delayed
Disputes are sometimes denied because the toll was actually charged correctly, even if it seems wrong to you. For example, if you crossed a toll plaza twice in one day, you may have been charged twice legitimately. If your vehicle's license plate was misread and a toll was charged to your account in error, the agency will find that — but if your plate was read correctly and you straightforward forgot you crossed that toll, the charge stands.
Disputes are delayed when documentation is missing or unclear. If you submit a dispute without specific dates or toll locations, the agency has to search their records more broadly, which takes longer. If you claim you were not in New Jersey at the time but provide no proof, the investigation stalls. Providing as much detail as possible — date, time, toll location, transponder number, and supporting documents — speeds up the process.
What to do if you disagree with the investigation result
If the agency investigates and finds the charge was correct, but you still believe it is wrong, you have limited options. You can request a supervisor review or escalation within the same agency, though this is not a formal appeals process. Contact the customer service department and ask if a manager can review the investigation.
If the dispute involves a systemic problem — for example, you believe your transponder is malfunctioning and charging you multiple times — you can request a transponder replacement and ask the agency to audit your recent toll history. Some disputes are resolved by replacing the device rather than disputing individual charges.
If you believe the agency made an error in their investigation or violated your rights, you can file a complaint with the New Jersey Attorney General's office or the Port Authority's customer advocate, depending on which agency handled your dispute. These complaints do not overturn the investigation, but they create a record if there is a pattern of problems.
Frequently Asked Questions
Can I dispute a toll if I don't have a receipt?
Yes. A receipt makes your dispute stronger, but it is not required. You can dispute based on your account statement and your recollection of the date and location. The agency will check their own records to verify whether the toll was charged. If you have other documentation — a photo, a credit card statement showing you were elsewhere, or a witness — include that instead.
What if my EZPass transponder was stolen or used without permission?
Report the theft to the toll authority when ready and dispute all charges made after the theft date. You will need to file a police report and provide a copy to the agency. Once they confirm the theft, they will remove those charges and may issue you a replacement transponder. Charges made before you reported the theft are typically your responsibility unless you can prove the transponder was stolen earlier.
How long do I have to dispute a charge?
There is no published statute of limitations for EZPass disputes in New Jersey, but agencies typically investigate charges from the current billing cycle and the previous few months. Disputes older than six months are harder to investigate because toll plaza video is not retained indefinitely. Submit disputes as soon as you notice the error.
Will disputing a toll affect my credit or driving record?
A dispute itself does not affect your credit or driving record. However, if you ignore unpaid tolls and the account goes to collections, that can appear on your credit report. Disputing a charge does not stop collection action on other unpaid tolls on your account, so pay what you owe while the dispute is pending.
Can I dispute a toll if I paid it with a different payment method?
Yes. If you paid a toll with a credit card, debit card, or cash instead of EZPass, you can still dispute it — but you would typically dispute it with your bank or card issuer, not with the toll authority. If the charge appears on your EZPass bill, contact the toll authority. If it appears on your credit card statement, contact your card company.