Quick Start Guide. Table of Contents

Transcription

1 User Guide

2 Quick Start Guide Table of Contents Contact Information 2 Using Your NC Quick Pass 3 How to Install 3 Managing Your Account 4 Frequently Asked Questions 6 Terms & Conditions 10

3 Contact Information Using Your NC Quick Pass NC Quick Pass Website NC Quick Pass Automated Phone System ( ), PIN is required for account access NC Quick Pass Customer Service Center Location and Mailing Address 200 Sorrell Grove Church Road, Suite A, Morrisville, NC Please visit the website at for hours of operation and directions to the Customer Service Center. Your NC Quick Pass pre-paid toll account allows you to electronically pay tolls on North Carolina toll facilities. NC Quick Pass customers receive savings on tolls, so whether you are a frequent or occasional user, it is the most cost-efficient way to pay tolls! Instead of stop-and-pay toll booths, North Carolina toll facilities are equipped with state-of-the-art All-Electronic Toll (AET) systems. As you drive through a toll zone, overhead antennas use radio-frequencies to read the NC Quick Pass attached to your vehicle and the proper toll is deducted from your pre-paid account. How to Install Proper installation of your transponder on the windshield of your vehicle is important so that it can be read when passing through the toll zone. Transponders installed incorrectly, or not at all, may result in you receiving a Bill by Mail notice at a rate higher than the NC Quick Pass toll rate. To avoid this, customers are encouraged to carefully follow the NC Quick Pass installation instructions included in this packet. Using Your NC Quick Pass 2 3

4 Managing Your Account The easiest way to track your toll usage, obtain statements, manage your account, or make payments is through the NC Quick Pass website. You may also use our automated telephone system or stop by our NC Quick Pass Customer Service Center. Making Payments to Your Account Our automated replenishment method, using a credit card, debit card, or bank withdrawal, is the quickest and most convenient way to keep your account balance current. Your account will be replenished automatically when your balance reaches an established replenishment threshold balance. Other account payment options include: One time credit or debit card payments Visit our website to access your account using your account number and password Call into our automated phone system using your pin and follow the appropriate menu options Visit the Customer Service Center One time check or money order payments Mail checks and money orders made payable to NC Quick Pass to the Customer Service Center Visit the Customer Service Center One time cash payments Cash payments can only be received by visiting the Customer Service Center Account Closure If you wish to close your account, you must contact the Customer Service Center in writing by sending an from the same address listed on your account, faxing a signed letter, or mailing the request to the Customer Service Center. You will be responsible for all tolls incurred up to the date your account closure request is received. Inactive Account If no toll transactions are recorded on your account for a twelve (12) month period, you will be charged a one dollar ($1.00) monthly fee until the NC Quick Pass is used or the account is closed. If your account reaches $0, it will be closed automatically and you will be notified by mail or . Negative Account Balance If your account reaches a balance of negative ten dollars (-$10.00) it will result in account suspension and transponder deactivation, in which case, toll transactions will be processed at the higher Bill By Mail toll rate until the account is reinstated. To reinstate your account you must pay all unpaid tolls, fees, and penalties, along with the appropriate replenishment threshold balance. Managing Your Account 4 5

5 Frequently Asked Questions How do I manage/update the following items on my account? Change/update credit cards and expiration dates Change replenishment method Update personal information (address, phone number, , etc.) Change password/pin Change statement method Change vehicles/license plates Add a vehicle to the account Check account balance The easiest way to manage your account, which includes updating account information, tracking transponder usage, obtaining statements, and making payments, is through the website. It is the customer s responsibility to ensure all account information remains current. In addition to the web, you may also use our automated telephone system or stop by the Customer Service Center to update your account. In order to utilize these venues, you must have your password, PIN or challenge answer. If you forget your PIN, password or challenge answer, you can request it to be mailed or ed to you. Can I have more than one vehicle on an account? Yes. Accounts can have multiple vehicles. The number of vehicles depends on the type of account, personal (limit of 5) or business (unlimited). You should provide NC Quick Pass with details of all vehicles that you will use with your NC Quick Pass account. Each vehicle requires its own transponder. I need receipts for business. How can I obtain them? You can obtain a statement that lists each toll transaction by date, time, location and amount through the website at any time for free. You can also sign up to have monthly statements ed to you. Quarterly statements can be mailed to you for a fee of five dollars ($5.00) per statement. Do I have to affix the transponder to my vehicle as instructed by the mounting instructions? Yes. Transponders must be properly affixed to your vehicle based on the instructions provided when purchasing your transponder. Failure to mount the transponder correctly may hinder your transponder from being read correctly and could subject you to a fee and/or a higher toll rate. What should I do if my transponder is lost or stolen? NC Quick Pass customers may report lost or stolen transponders on our website by logging into their account and submitting a request through contact us; by calling the automated phone service; by visiting the Customer Service Center; or by notifying NC Quick Pass via mail. NC Quick Pass will deactivate the transponder immediately following receipt of the notification. The customer is liable for all toll transactions prior to notification. The replacement cost for a lost or stolen transponder will be the cost of the transponder plus sales tax at the time of replacement. If the transponder is not replaced, the vehicle and license plate will be removed from the account. What should I do if my NC Quick Pass is malfunctioning? Transponders have a two (2) year warranty from the date of customer purchase. If for any reason the transponder malfunctions within the two (2) year warranty period, customers may return the malfunctioning transponder to the Customer Service Center. NC Quick Pass will test the transponder and if it is determined that the transponder is malfunctioning and there are no signs of misuse or abuse by the customer, the customer will receive a replacement transponder at no charge. If the transponder malfunctions beyond the warranty period, the replacement cost for a malfunctioning transponder will be the cost of the transponder plus sales tax at the time of replacement. FAQs 6 7

6 Frequently Asked Questions Customers that have a sticker transponder mounted to their windshield should drive to the Customer Service Center to have it tested while still on the windshield. Removing this type of transponder will damage it in which case the customer will be responsible for purchasing a replacement transponder. What should I do if my NC Quick Pass is damaged? Damaged transponders are not covered under the NC Quick Pass warranty. Damage is defined as the rendering of the transponder defective or inoperable due to tampering, abuse, improper use, defacement or accidental destruction. The replacement cost for a damaged transponder is the cost of the transponder plus sales tax at the time of replacement. If the transponder is not replaced, the vehicle and license plate will be removed from the account. Can a transponder be used in more than one vehicle? No. Transponders are not transferable to other vehicles. Each vehicle on the account requires its own transponder. Are there any times when my NC Quick Pass transponder may not be read? Yes. The following examples are times when your NC Quick Pass transponder may not be read: If your transponder has been deactivated because it has been reported as lost or stolen If you do not have sufficient funds in your account If your account is suspended Can I use my NC Quick Pass transponder while towing a camper or trailer? Yes. However, please note that you will be charged a higher toll rate if the additional axles increase your vehicle classification. Trailer axles are included in your vehicle axle count. I am an NC Quick Pass customer. Why did I get a Bill by Mail notice? Your transponder(s) may have been deactivated due to insufficient funds (zero or negative balance). If your account balance has insufficient funds, NC Quick Pass will automatically suspend your account, deactivate your transponder and notify you by mail or , in which case, toll transactions will be processed through the higher Bill by Mail toll rate until the account is reinstated. Reinstatement requires that you pay all unpaid tolls, fees and penalties, along with the appropriate pre-paid amount. Accounts with outstanding tolls or fees on the same license plate, or another plate from the same address, cannot be reinstated. Someone else was driving my car at the time that I received a Bill by Mail. Do I have to pay? The registered owner of the vehicle is responsible for all toll transactions unless the registered owner establishes that the motor vehicle was leased, stolen or sold at the time the toll was incurred. To dispute a toll charge, complete a toll dispute form, which can be found on the website or at the Customer Service Center. I don t think I should have received a Bill by Mail notice or my account was charged the incorrect toll. What should I do? If you receive a bill in the mail for any unpaid or incorrect tolls, you must take one of the following actions within 30 days of the date on the bill: 1. Pay the bill by the payment due date. 2. Send a written request to NC Quick Pass for a review of the bill, if you feel this bill was sent to you in error. A toll dispute form is available on the website or at the Customer Service Center. FAQs

7 Terms & Conditions These terms and conditions, together with the signed application (APPLICA- TION), constitute an AGREEMENT between you and the North Carolina Turnpike Authority (AUTHORITY) relating to the use of the NC Quick Pass. Subject to this AGREEMENT, you may use the NC Quick Pass on all North Carolina toll facilities. Please read these terms and conditions and keep them for your records. When you open your NC Quick Pass (ACCOUNT) and use the NC Quick Pass Transponder (TRANSPONDER), you are agreeing to the following: General Information a. Failure to comply with this AGREEMENT may result in suspension, penalties or termination of your ACCOUNT. b. Failure to pay charges to your ACCOUNT may result in additional fees, civil penalties, suspension of motor vehicle registration renewal and/or termination of your ACCOUNT, as provided under North Carolina law. c. The obligations or benefi ts of this AGREEMENT cannot be assigned to anyone else. d. You are responsible for maintaining your ACCOUNT, for monitoring your ACCOUNT and balance activity to avoid incurring additional fees and civil penalties. The easiest and quickest way to maintain your ACCOUNT is through the NC Quick Pass website at www. ncquickpass.com. e. Compliance with all applicable traffi c laws, regulations, signs, signals and directions of AUTHORITY employees, agents and law enforcement offi cers on North Carolina toll facilities is mandatory. f. It is your responsibility to keep ACCOUNT information current at all times. Updates can be made online, by phone, or in person at the NC Quick Pass Customer Service Center (CSC). Failure to maintain your ACCOUNT with current information may result in additional fees. g. The AUTHORITY may deny any APPLICATION at any time because of outstanding unpaid tolls and fees or the submission of false information. h. The CSC will communicate with you based on the type of communication you selected on your APPLICATION (mail or ). You agree that correspondence sent via the selected communication method or to an address subsequently provided to the AUTHORITY constitutes offi cial notice to you regarding your ACCOUNT. i. You acknowledge and understand that you and your vehicle may be videotaped and/ or digitally photographed while you are on AUTHORITY toll facilities. You expressly understand that the AUTHORITY and other toll facilities monitor the use of the TRANSPONDER for the purpose of toll collection, traffi c monitoring and detecting violations of this AGREEMENT. j. The AUTHORITY may enter into reciprocal agreements with other agencies. If your transponder(s) is used at any toll facility, or other facility accepting electronic toll collection as a payment mechanism, you agree that all costs incurred in connection with the use of the transponder(s) will be charged to your account in the manner that you have authorized in your NC Quick Pass application and that you are responsible for all charges. k. The AUTHORITY reserves the right to change the terms and conditions of this AGREEMENT at any time by providing advance notice to you. Advance notice is not required to be in writing and may be given through any means, including, but not limited to, advertising such notice in the media, posting such notice on message boards along AUTHORITY toll roadways, or otherwise determined by the AUTHORITY. You agree to the new terms and conditions when you use the TRANSPONDER after the effective date of the new terms and conditions. l. The invalidity of any terms and conditions of this AGREEMENT shall not affect the enforceability of any other terms and conditions of this AGREEMENT, which shall remain in full force and effect. Account Information a. Your ACCOUNT consists of a TRANSPONDER and a pre-paid account deposit/balance. b. Your ACCOUNT information will not be disclosed to third parties without your consent except as permissible by North Carolina law. c. A Personal ACCOUNT can have no more than fi ve (5) TRANSPONDERS/vehicles assigned to it. d. ACCOUNTS with six (6) or more TRANSPONDERS/vehicles are considered Business ACCOUNTS. e. No interest will be paid to you on balances in your ACCOUNT. f. Applicable tolls will be deducted from your ACCOUNT each time the TRANSPONDER is used. The AUTHORITY may also deduct from your ACCOUNT any applicable fees. For current toll rates, visit the NC Quick Pass website at g. An ACCOUNT with no toll transactions for a period of twelve (12) consecutive months will be charged one dollar ($1.00) monthly maintenance fee until the ACCOUNT balance is depleted or until the ACCOUNT is closed. If the ACCOUNT balance is below one dollar ($1.00), or when it reaches a zero balance, the ACCOUNT will be closed and all TRANSPONDERS will be deactivated by the AUTHORITY. You will be notifi ed of the ACCOUNT closure in writing through mail or . h. ACCOUNTS that reach a balance of negative ten dollars (-$10.00) will be suspended and TRANSPONDERS deactivated. Any subsequent tolls will be invoiced to you at the Bill by Mail rate (refer to the NC Quick Pass website at for Bill by Mail toll rates), including the unpaid negative balance, until your ACCOUNT is made current.you will receive notifi cation of the suspension through your selected communication method (mail or ). i. You are not permitted to open new ACCOUNTS until all unpaid balances on an existing ACCOUNT are fully paid and all Bill by Mail invoices are paid in full, if applicable. Terms & Conditions

8 Terms & Conditions Using the Transponder a. You are required to purchase a TRANSPONDER for each vehicle listed on the ACCOUNT. Each ACCOUNT may only have as many TRANSPONDERS as the number of vehicles listed on the ACCOUNT. You may use the TRANSPONDERS only on the vehicles listed by license plate specifi ed on your ACCOUNT. b. The price of the TRANSPONDER will vary depending on the type of TRANSPONDER se- lected. The TRANSPONDER becomes your property and responsibility. The TRANSPON- DER must be purchased at the current price plus sales tax. c. Refer to the NC Quick Pass website at for TRANSPONDER de- scriptions and current pricing. d. The TRANSPONDER must be properly affi xed to your vehicle based on the instructions provided when purchasing your TRANSPONDER. Only one (1) TRANSPONDER can be mounted in a vehicle at any given time. Failure to mount the TRANSPONDER correctly may hinder toll collection and may subject you to a fee and/or a higher toll rate. e. If your TRANSPONDER is not read at the toll zone, your license plate will be photographed to identify your ACCOUNT. Toll charges will be posted to your ACCOUNT via license plate identifi cation. If more than 15% of your tolls are posted via license plate identifi cation on a monthly basis, you will be notifi ed in writing by mail or that your TRANSPON- DER is potentially defective and request that you bring it to the CSC for inspection. Any ACCOUNT in excess of 15% of postings via license plate identifi cation per month will be charged a fee of fi ve dollars ($5.00) for each month this occurs. Lost/Stolen Transponder, or Sold Vehicle a. If your TRANSPONDER is lost, if you sell a vehicle that is registered to your ACCOUNT, or if your TRANSPONDER, and/or vehicle are stolen, you must notify the CSC immediately. Your TRANSPONDER will be deactivated immediately following notifi cation to the CSC. b. You will not be liable for unauthorized use, including incurred tolls, fees, and/or charges, which occur after you notify the AUTHORITY of loss or theft. c. You will be liable for any incurred tolls, fees, and/or charges which occurred prior to notifi - cation of loss or theft. d. You are responsible for purchasing new TRANSPONDERS at the current TRANSPONDER price plus sales tax. Damaged or Defective Transponder Warranty a. If your TRANSPONDER is damaged or defective, you must notify the CSC immediately. b. Each TRANSPONDER has a two-year warranty from the date it is purchased by you. c. If the AUTHORITY determines that a TRANSPONDER is defective/ malfunctioning during the two year period, it will be replaced at no cost to you. The two-year warranty for the new TRANSPONDER begins from the date it is replaced. d. A damaged TRANSPONDER is not covered under the two-year warranty. Therefore you are responsible for purchasing a new replacement TRANSPONDER. Damage is defi ned as the rendering of the TRANSPONDER inoperable due to tampering, abuse, improper use, defacement or destruction, whether accidental or intentional. Account Payments and Replenishment a. All ACCOUNTS are prepaid and an ACCOUNT holder must maintain suffi cient funds to cover tolls and charges incurred by the use of the TRANSPONDER. Each time a TRAN- SPONDER is accepted as a method of payment at a toll lane or the ACCOUNT incurs a fee, the applicable amount will be deducted from the prepaid balance of the ACCOUNT. b. You agree to replenish your ACCOUNT when your ACCOUNT balance decreases to or falls below the minimum balance threshold specifi c to the number of TRANSPONDERS you selected. You may choose to replenish your ACCOUNT in one of the following ways: i. By credit card. You may authorize the AUTHORITY to charge your credit card automati- cally for all charges to your ACCOUNT; or you may authorize a one-time online credit card payment via the web, at the CSC, by telephone, or by mail; or ii. By bank withdrawal. You may authorize the AUTHORITY to withdraw from your bank checking or savings account automatically for all charges to your ACCOUNT; or iii. By check or money order made payable to NC Quick Pass. Your payment may be sent by mail or made in person at the CSC; or by cash payment in U.S. dollars. DO NOT SEND CASH BY MAIL OR LEAVE CASH IN A DROP BOX. Account Type Personal Business NC Quick Pass Account Payment Type Cash/Check/Money Order Credit/Debit Card/Bank Withdrawal Opening Balance and Opening Replenishment Amount $20.00 total for fi rst 2 Transponders $10.00 for each additional Transponder (up to 5 Transponders in total) $20.00 total for fi rst 2 Transponders $10.00 for each additional Transponder (up to 5 Transponders in total) Threshold Amount (Percent of Replenishment Amount) 50% 25% Cash/Check/Money Order $20.00 for each Transponder 50% Credit/Debit Card/Bank Withdrawal $20.00 for each Transponder 25% The AUTHORITY will perform an ACCOUNT analysis on all new ACCOUNTS thirty (30) days from the date of the account opening and every ninety (90) days thereafter. If your average monthly usage within a ninety (90) day period is above or below your replenishment amount, the AUTHORITY will automatically adjust your replenishment amount to approximate onemonth s level of use. You will be notifi ed by mail or after this change is made to your Terms & Conditions

9 Terms & Conditions replenishment amount. c. You may have more than one replenishment transaction within a one (1) month period based upon your usage. d. A returned check fee will be charged for each check returned to the AUTHORITY unpaid by your bank. (See Section 8, Schedule of Fees.) e. The AUTHORITY will permit two (2) check returns per account per year after which time the AUTHORITY will not accept check payments on the ACCOUNT. f. Unpaid balances due to the AUTHORITY may be turned over to a collection agency for enforcement and collection activities along with any other legal action that the AUTHORITY is authorized to pursue to recover such monies owed. Account Statements a. Monthly statements are available free of charge online. You may request automatic monthly statements. b. Quarterly statements can be mailed to you at a fee of fi ve dollars ($5.00) per statement, which is applied to your ACCOUNT. Schedule of Fees a. All fees are subject to change at any time during this AGREEMENT. b. In accordance with G.S , administrative fees and toll charges will be billed di- rectly to your ACCOUNT. You may only contest the imposition of charges or fees in writing or to the NC Quick Pass CSC within thirty (30) days of the date of your ACCOUNT statement. If the charge or fee is rescinded, your ACCOUNT will be credited the amount of the charge or fee. c. The AUTHORITY reserves the right to assess additional fees at any time upon notifi cation to you. Description Fee Summary Inactive Account fee (after 12 months of no toll revenue transactions) Quarterly Mailed Statement fee Non Suffi cient Funds fee for returned checks Amount $1.00/month $5.00/statement $25.00/check Termination of Agreement a. You may terminate this AGREEMENT and close your ACCOUNT at any time by notifying the CSC and paying all outstanding charges and fees (if applicable). You can request closure of your ACCOUNT through the mail, or online. Once the request to close your ACCOUNT is received by the CSC, your TRANSPONDER(s) will be deactivated within one (1) business day of notifi cation. b. If you replenish your ACCOUNT by credit or debit card, a refund will be issued to the card on fi le and the transaction will be posted on your fi nal statement. c. If you replenish your ACCOUNT by cash or check, a refund check will be mailed to the address on fi le. d. The AUTHORITY may terminate this AGREEMENT at any time and for any reason, includ- ing inactivity. e. ACCOUNT balance refunds will be issued after fourteen (14) days of the ACCOUNT clo- sure request minus all outstanding charges and fees (if applicable). Collection of Expenses You are responsible for all costs, including attorneys fees incurred by the AUTHORITY to enforce the terms of this AGREEMENT and collect any monies due under the terms of the AGREEMENT. Governing Law This AGREEMENT shall be governed by and construed in accordance with the laws of the State of North Carolina. Venue shall lie in Wake County, North Carolina. Disclaimer a. To the extent permitted by law, the AUTHORITY disclaims any representation of warranty, expressed or implied, relating to the TRANSPONDER. The AUTHORITY is not liable for any third party act taken by reason of your use or display of the TRANSPONDER. You agree to indemnify the AUTHORITY and hold it harmless from and against any and all damage, loss, cost, expense or liability relating to, arising from, or as a result of the use or performance of the TRANSPONDER. b. You agree to indemnify other toll facilities that accept the TRANSPONDER against all dam- age, loss, cost, expense or liability that relates to the misuse or unauthorized use of your TRANSPONDER. Terms & Conditions License plate identifi cation toll charges on NC Quick Pass accounts in excess of 15% per month $5.00 per month

10 Inquiries and Contact Information a. Web inquiries can be made at: b. All correspondence and payments should be sent to: NC Quick Pass Customer Service Center 200 Sorrell Grove Church Road, Suite A Morrisville, NC c. Telephone inquiries can be made to: ( ) d. Fax inquiries can be made to: