New E-ZPass call-in center opens in Concord on March 24
By SHAWNE K. WICKHAM
New Hampshire Sunday News
March 01. 2017 8:11PM
— New Hampshire E-ZPass customers no longer will have to call out of state to resolve issues or get their questions answered.
The state is changing E-ZPass vendors, according to Bill Boynton, spokesman for the state Department of Transportation. And the switch means a new customer service walk-in/call center in Concord will open on March 24.
Cubic Corp., based in San Diego, Calif., will take over New Hampshire’s E-ZPass operation from Xerox Corp., Boynton said.
The new walk-in/call facility at 54 Regional Drive will replace the center located in Hooksett, which will close for good next Wednesday at 6 p.m. The Concord center will employ 50 people.
There will also be a new “mobile-friendly” website.
“The new walk-in/call center in Concord will be a major improvement for new and current New Hampshire E-ZPass users,” Boynton said. “Our New Hampshire customers will be able to speak to in-state E-ZPass service representatives, which will enhance their experience.”
The E-ZPass customer service system will be unavailable during the transition to the new vendor, from March 8 to March 24, Boynton said.
Tolls and transponders will continue to operate normally, and customers who have credit cards on file to automatically replenish their accounts probably won’t even notice the change.
However, the 72,000 New Hampshire customers who replenish their accounts with cash will need to make sure there’s enough money in their accounts by next Wednesday to cover their expected travel during the dark period, Boynton said.
Walk-in centers in Nashua and Portsmouth will remain in their current locations, but will be closed during the transition, from 6 p.m. on March 8 to 8 a.m. March 24.
The permanent hours for the new Concord walk-in center will be 10 a.m. to 6 p.m. Monday through Friday. Initially, the facility will be open for extended hours to serve account holders, starting at 8 a.m. on March 24, Boynton said.
There will also be extended hours at the Nashua and Portsmouth offices during the first couple of weeks after the transition for walk-in customers, he said.
Meanwhile, he said, “We appreciate our customers’ patience during the upcoming transition period from March 8th through the 24th.”
The E-ZPass website address (www.ezpassnh.com)
and toll-free customer service number (1-877-643-9727) will remain the same, but both will be unavailable during the transition. Boynton said there also may be delays in statement deliveries during that period.
New Hampshire E-ZPass has approximately 450,000 customer accounts. Nearly 75 percent of all transactions on the state’s turnpike system are through E-ZPass, according to the DOT.
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