To the editor: Ohio Turnpike committed to resolving customer service delays

The Ohio Turnpike and Infrastructure Commission transitioned to a new toll collection system on April 10. Among the key changes that occurred across the 241-mile Ohio Turnpike are:

● Four new open road tolling plazas — including Swanton Toll Plaza at milepost 49 in Lucas County — to read the E-ZPass transponders,

● Removal of all gates in the entrance lanes and E-ZPass exit lanes at the toll plazas, and

● Installation of video cameras to capture license plate images.

An analysis of about 2,460,000 vehicles that traveled the toll road between milepost 49 and Westgate Toll Plaza at milepost 4 in Williams County in both directions from April 10 through June 20, revealed:

● 1,869,000 vehicles were successfully detected with an E-ZPass transponder,

● 334,000 non-E-ZPass customers successfully completed their toll transactions driving through the toll booth cash/​credit card lanes, and

● 257,000 vehicles drove through an E-ZPass lane where an E-ZPass transponder was not detected.

As a result of the latter point, our customer service center — which has recently expanded hours of operation and hired additional staff — continues to receive a large number of calls from both E-ZPass customers and non-E-ZPass customers who have received mailed invoices. They are asking for adjustments to max fares.

We expect to see a drastic decline in the number of calls to our customer service center about max fare charges if our customers follow these three basic steps:

● Follow the overhead signs. Permanent overhead signs were installed about two miles, one mile, and a half mile before the toll plazas.

● Mount your E-ZPass transponder correctly. An E-ZPass transponder must be mounted securely to the interior windshield behind the rearview mirror and away from any window tint. Waving an E-ZPass transponder by hand is ineffective and unsafe.

If the signal from an E-ZPass transponder is not received by an overhead tolling reader because it is not mounted correctly or it is waved by hand, toll customers may be charged additional toll fares.

● Keep your online account updated.

The men and women in our customer service center take immense pride in helping our customers. Although the wait times are currently high, they do not rush callers off the phone. They are taking the extra time needed to address all questions and concerns as well as assist with online account issues.

Our staff is also taking the time necessary to explain that the nationwide texting scam is not related to the Ohio Turnpike. This may cause other callers to wait on hold for longer, but our staff wants to ensure that every customer is satisfied.

We understand that many customers are frustrated with the long wait times, but we have never received any negative feedback about an interaction between our customers and one of our professional and dedicated customer service representatives.

I want to assure our customers that we will handle all discrepancies. Unfortunately, it is taking more time than expected, but we will take care of all our customers.

In the meantime, we will suspend all late fees and collections and will not send any previously billed invoices to collections until the current issues have been resolved and our customers have become used to the new open road tolling system.

To resolve a billing issue, use the self-service option in your account at www.ezpassoh.com , email us through the “Contact Us” section at the website, or contact customer service at 440-971-2222. For more information, visit www.ohioturnpike.org .

Ferzan M. Ahmed is executive director of the Ohio Turnpike and Infrastructure Commission in Berea, Ohio.