Syracuse (WSYR-TV) -- If you use E-ZPass, make sure it’s attached to your window with Velcro when you drive through the toll booth. If you choose to hold it in your hand, it may not register and you’ll be stuck with hefty fine.
Central New York’s Judith and Bob Murphy drive three exits on the New York State Thruway once a week for brunch in Manchester.
“We go to the Fingerlakes Casino for crab legs every Sunday and do a little retirement gambling," Judith Murphy said.
The ride costs $1.62, which is automatically deducted from their E-ZPass, but the past month, the Murphy’s have noticed it costing much more.
Judith Murphy just got a new car in March, and has been waiting for E-ZPass to send her new velcro strips to mount the pass. For now, she's been holding it to her windshield. In all her calls to the company, no one explained to her that holding it may be the problem.
“Many of our mistakes happen when people try to hand hold,” said an R.W. Groneman, a Thruway representative, over the phone.
Another mistake Judith made was never updating her contact information.
“Make sure you have on file the correct address, phone number and email. In this case, we sent the Velcro to the wrong address and advisory to the wrong email,” continued the representative NewsChannel 9 spoke to.
So not only was she getting charged the maximum toll amount because E-ZPass wasn't registering when she got onto the Thruway, she was also getting reimbursement charges for dropping below $10 on her account.
“I’m seeing these $25 charges. That hurts, especially when you’re on a fixed income,” Judith said.
The Thruway Authority is reimbursing the Murphys the maximum toll charges. And according to E-ZPass, everyone should learn from the Murphy’s mistake. Remember to keep you information up to date and use the Velcro.
If you have a question about your E-ZPass bill, call the Thruway Authority at 1-800-333-8655, Monday through Friday between 7 a.m. and 7 p.m. or on Saturdays from 8 a.m. to 2 p.m.