BEREA, Ohio — Struggling to bring down call volume to its customer service center, the Ohio Turnpike and Infrastructure Commission is requesting that customers instead reach out to them online.
In the past four months, calls have jumped dramatically to the call center because of an ongoing texting scam and a new tolling system that began in April.
Some cell phone users, whether they use the turnpike or not, have received texts stating that they owe the turnpike money, with a link to click. It is an attempt to obtain financial information and is not from the turnpike. The turnpike does not send texts asking for money.
But the secondary issue driving calls is the new tolling system that began operating on April 10. 11 Investigates has done multiple stories on Exit 49, a new toll plaza in Swanton Township. More than 400,000 drivers have either missed the toll plaza or did not have their E-ZPass registered.
Many of those received an invoice in the mail for as much as $20, leading to a surge in calls to customer service. Hundreds of frustrated customers left comments with 11 Investigates, many said they were put on hold for hours or could not reach a representative.
Following our investigation, Ferzan Ahmed, the turnpike's executive director, met with us and said late fees and any collection attempts would be suspended until call volume came down to a manageable level. He also promised that all customer complaints would be addressed by a representative.
The turnpike is now requesting that customers go to www.ezpassoh.com, click on "Contact Us" and fill out a form, rather than waiting hours on the phone. A customer service representative will then reach out with a phone call or email.