E-Z Pass Fight

MYFOXNY.COM - The New York City Public Advocate claims that E-ZPass is not living up to it's name when it comes up to customer service.

Bill de Blasio claims that E-Z Pass customer service problems result in hidden overcharges, fines and violations.

de Blasio says that the MTA, Port Authority and Thruway Authority need fix customer service delivered by their E-ZPass contractor, Xerox/ACS.

Xerox/ACS holds a $202 million contract to administer E-Z Pass for all New York State customers.

de Blasio says its workers are paid per call taken.

He held a press conference Friday with workers who voted to join CWA Local 1102. They claim that Xerox/ACS is refusing to bargain a contract with them.

Xerox/ACS issued a statement to Fox 5:
"The E-ZPass customer experience is paramount at ACS' Staten Island facility where we handle about five million customer inquiries every year. In fact, our latest customer care programs have improved caller service times by more than 10% and administrative duties have been reduced by almost half, allowing customer service representatives more time to spend with clients.
Furthermore, our latest measures have increased the take home pay for about three-quarters of our employees with an average hourly pay increase of 16.5%. Customer service representatives are encouraged to exceed callers' expectations and our quality monitoring program rewards representatives for exemplary service."