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***CUSTOMER ASSISTANCE PLAN UPDATE*** 6 MONTHS REMAINING TO PAY AND SAVE

***CUSTOMER ASSISTANCE PLAN UPDATE***

6 MONTHS REMAINING TO PAY AND SAVE

Civil Penalty Waiver Grace Period Continues Through November 30, 2022

 

BALTIMORE, MD (May 25, 2022)With six months remaining in the Customer Assistance Plan that offers a civil penalty waiver grace period, the Maryland Transportation Authority’s (MDTA) is urging customers to take advantage of the plan by paying unpaid Video Tolls by 11:59 p.m. November 30, 2022. In February, The MDTA Board approved the nine-month Customer Assistance Plan. For every Video Toll transaction paid in full while the plan is in place, the corresponding civil penalty is waived. In addition, toll bill referrals to the Central Collection Unit (CCU) and MDOT Motor Vehicle Administration (MDOT MVA) have ceased until December 1, 2022.

The Customer Assistance Plan is not toll forgiveness, nor is it an elimination of tolls owed. Tolling remains in effect statewide, and drivers are responsible for paying the outstanding toll amount owed.

Customers now have six months remaining to take advantage of the plan’s limited-time opportunity. As of May 16, 2022, $23.3 million in civil penalties have been waived for approximately 150,000 drivers and businesses that have paid their outstanding Video Tolls. For customers who choose not to pay their Video Tolls before the due date on the notice, mailings of citations/civil penalties will continue during the grace period and will remain in effect if tolls are not paid by 11:59 p.m. November 30, 2022. As of December 1, 2022, all unpaid tolls and civil penalties will be due based on the printed due dates, and toll debt referrals to CCU and MDOT MVA will resume.

Customers with unpaid Video Tolls can pay by the following methods:

Maryland Transportation Authority

P.O. Box 12853

Philadelphia, PA 19176-0853

  • Use the automated call system 24/7 at 1-866-320-9995 (select Option 1 for Notice of Toll Due, then enter the mailing number on the notice when prompted).
  • Visit an in-person Customer Service Center.

At https://csc.driveezmd.com/pay-tolls-now customers are offered savings by converting their Video Tolls to E-ZPass or Pay-By-Plate. To take advantage of this opportunity, customers first must pay all outstanding Notices of Tolls Due in full. Also with DriveEzMD, motorists who travel Maryland toll roads without E-ZPass or Pay-By-Plate – our Video Tolling customers – can save 15% (maximum of $5 per transaction) by paying their Video Tolls before the notice is mailed.

The MDTA will continue posting COVID-19 deferred tolls into summer 2022. If you believe you received or paid a toll charge and/or civil penalty in error, please call 1-888-321-6824 between 7 a.m. and 8 p.m. Monday through Friday and 8 a.m. and 2 p.m. Saturday, and the MDTA will review on a case-by-case basis to determine eligibility for reimbursement.

Additional customer service staff help reduce wait times

MDTA’s tolling vendor has increased the number of customer service agents to help achieve MDTA’s standard of exceptional customer service. Typical call and web chat wait times are now less than a few minutes, and often there is no wait to speak with an agent. The Customer Service Call Center (1-888-321-6824) is open 7 a.m. to 8 p.m. Monday through Friday and 8 a.m. to 2 p.m. Saturday.

Services at our in-person Customer Service Centers (CSC) have also expanded. In April, the MDTA opened a new DriveEzMD E-ZPass Maryland CSC in the MDOT Motor Vehicle Administration Essex Branch on Eastern Boulevard in Baltimore. The Bay Bridge (US 50/301), Fort McHenry Tunnel (I-95) and JFK Memorial Highway (I-95) CSC locations have added customer service stations within their existing space. DriveEzMD Customer Service Centers will be closed Saturday, May 28, and Monday, May 30.

NOTE: The MDTA is NOT affiliated with any third-party bill payment services (i.e., doxo, Prism, Mint, Noventis, etc.) and has NOT granted any of these services the legal authority to use our name, logo and/or materials. Learn more here.

The Maryland Transportation Authority finances, owns, operates, secures and improves the state’s eight toll facilities. The MDTA is financed by toll revenue without relying on state tax dollars.

 

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