Maryland Toll Customer Service — Complete Professional Guide

Overview of Maryland Toll Customer Service Operations

The Maryland Transportation Authority (MDTA) runs the statewide toll program, including the Chesapeake Bay Bridge, Fort McHenry Tunnel, Francis Scott Key Bridge, Baltimore Harbor Tunnel, and other facilities. Customer service covers account setup and maintenance for E‑ZPass Maryland, billing and dispute resolution, transponder issuance and replacement, and violation management. The MDTA processes millions of toll transactions annually; in recent years the agency reported handling over 100 million toll transactions per year across its network, requiring a robust customer service infrastructure with both automated and live-agent support.

Customer service responsibilities include real-time account replenishment, automated notifications, and ongoing rate updates. Maryland’s tolling system emphasizes electronic collection (E‑ZPass) to reduce cash handling; cash lanes are limited or phased out at many facilities. For both residents and commercial accounts, the MDTA provides online portals, phone support, mail-in options, and in-person services at the MDTA Customer Service Center in Baltimore.

Key Contacts, Addresses and Online Resources

When you need to reach Maryland toll customer service, use the official MDTA channels to ensure secure handling of account and payment data. The MDTA headquarters and customer service mailing address is 2310 Broening Highway, Baltimore, MD 21224. The authoritative online resources are the MDTA official site and the E‑ZPass Maryland site; these host rate tables, violation instructions, and secure account management tools.

• MDTA main website: mdta.maryland.gov — rate schedules, press releases, and system notices.
• E‑ZPass Maryland portal: ezpassmd.com — create and manage accounts, set auto‑replenish, order transponders, view invoices, and submit disputes 24/7.
• Customer service phone (MDTA switchboard): 410-537-5000 — use for administrative or media inquiries and for routing to tolling customer service during business hours.
• Customer Service Center (mail and in-person): MDTA Customer Service Center, 2310 Broening Highway, Baltimore, MD 21224.

Always verify current telephone extensions and hours on mdta.maryland.gov; phone hours for live agents are generally Monday–Friday and many services are available 24/7 online. For TTY or accessibility services, use standard relay services (711) to connect if needed.

Opening and Managing an E‑ZPass Maryland Account

Setting up an E‑ZPass account requires basic vehicle and payment information: vehicle plate number(s), state of registration, vehicle class (axles), driver’s name and address, and a valid payment method (major credit/debit card or bank account for ACH). MDTA typically requires an initial prepaid balance — industry-standard minimums are commonly $20–$25 — and a refundable transponder deposit for hard-case units when applicable. Accounts must clearly indicate whether they are commuter, commercial, or resident, as discounts and rate schedules differ by account type.

Practical account management items: enable automatic replenishment to prevent violations (auto‑replenish threshold commonly set at $10 with a recharge amount of $25 or $50), keep payment cards current to avoid declined transactions, and link multiple vehicles to a single business or household account if you manage fleets. The online portal provides transaction history, monthly statements in PDF, and CSV exports useful for bookkeeping and audits. For business accounts, there are specialized dashboards and reporting tools with per-vehicle breakdowns and monthly invoicing.

Transponder Types, Installation and Troubleshooting

MDTA supports multiple transponder types: portable hard-case transponders (transferable between vehicles), sticker/transponder labels (vehicle-specific), and dedicated commercial units with multiple-axle handling. When ordering, select the transponder appropriate to your vehicle class; commercial vehicles often need multi-axle registration and may face different per-axle toll calculations. Deposits for physical transponders are refundable when returned in good condition on account closure.

Installation is straightforward: hard-case units mount to the windshield using the included bracket; sticker transponders adhere to a designated spot behind the rear-view mirror. Troubleshooting steps: confirm battery life and placement, ensure the correct license plate is entered in the account, and verify the transponder serial number matches the account record. If a transaction fails to read, gather date/time, facility location, and license plate photos; submit these via the online dispute form to assist customer service in resolving a missed read.

Tolls, Billing, Violations and Appeals

Tolling transactions are billed to your account typically on a daily or next-business-day basis; statements summarize trips and fees and include any administrative charges. If a transponder read fails or an unpaid trip occurs, MDTA issues a bill or a Notice of Toll Due. Policy and penalty timelines generally require action within specific periods — for example, appeals or administrative reviews commonly must be filed within 30 calendar days of a notice date. Exact deadlines and fee amounts are published in the rate and violation schedules on mdta.maryland.gov.

If you receive a Notice of Toll Due, follow these steps: (1) review account transaction history immediately via the online portal, (2) gather evidence (registration, photos, proof of payment if paid elsewhere), and (3) submit a formal dispute using the portal or by mail to the Customer Service Center. Keep copies of all supporting documents; customer service staff will respond with a case number and expected resolution timeline, which may range from 7 to 45 business days depending on the complexity of the review.

Practical Troubleshooting Checklist

• Step 1 — Verify account details: confirm license plate, VIN (if stored), transponder serial, and vehicle class match the vehicle in use.
• Step 2 — Check account balance and auto‑replenish settings: set threshold (commonly $10) and top‑up amount ($25–$50) to avoid missed-payments.
• Step 3 — For disputed charges: compile date/time, toll facility, photographic evidence of plate, payment receipts, and submit via ezpassmd.com; note and retain the case number.
• Step 4 — For lost/stolen transponder: report immediately via portal or phone, request deactivation, and order replacement; deposits are typically credited or charged according to the account’s replacement policy.

Best Practices and Compliance Tips

Maintain one primary account for each household or fleet with clear vehicle-to-transponder mapping. Reconcile monthly statements against business records; for businesses, export CSV statements for accounting systems. Monitor rate changes: MDTA periodically (e.g., every few years) conducts toll adjustments — check the MDTA site and subscribe to email alerts for announced rate or policy changes. For high-frequency users, review program options like commuter discounts, if available, and set up alert thresholds to be notified before low-balance events.

If you are uncertain about a billing practice or need escalation, request a supervisor or ask for written confirmation of decisions. For persistent unresolved disputes, MDTA posts formal appeal procedures and contact points on its website; documenting all communications (dates, agent names, case numbers) materially increases the chance of a timely and favorable resolution.