If Hertz charged you for PlatePass even though you brought your own E-ZPass, compare the itemized PlatePass record with your personal toll-account transactions before requesting a review. Look for the same crossing on both statements—not simply two charges during the same trip. First separate an All-Inclusive purchase, a separately billed toll, and a congestion charge. This checklist helps you organize the evidence; it does not establish a refund entitlement.
1. Identify which Hertz toll product you were billed for
The official PlatePass FAQ distinguishes these billing paths.[1] Use your agreement and receipts to identify your own situation rather than assuming every charge follows the same rules.
- PlatePass All-Inclusive: The FAQ says this can be purchased at the counter, by opening the windshield transponder shield box, or upon return. Its charges appear on the rental receipt. Ask which purchase or activation the charge relates to if you do not recognize it.[1]
- Not All-Inclusive: The FAQ describes separately billed charges labeled “Hertz Toll,” followed by the rental agreement number. These usually appear within one to three weeks after the agreement closes and do not appear on the rental invoice. That is typical timing, not a deadline for every charge.[1]
- Congestion charges: PlatePass says these are outside its program and billed separately. Do not treat a congestion charge as a duplicate bridge or highway toll without checking its description.[1]
Also mark whether the card entry is pending or posted. Ask your issuer about an unclear transaction status; do not count a pending entry as a second completed payment in your worksheet.
2. Check payment evidence, not just possession of an E-ZPass
The FAQ’s guidance for avoiding PlatePass includes keeping the rental transponder secured inside its closed shield box and using another permitted payment method. A personal transponder must be compatible with the road and properly mounted.[1] Bringing your own tag alone is therefore not enough evidence that it paid the crossing in question.
For this review, find the actual posted entry in your personal toll account. If none appears, ask that account’s provider to check the crossing rather than assuming PlatePass duplicated it. For future trips, confirm the applicable toll authority’s payment options; do not assume rental-plate registration or a personal tag works everywhere.
3. Build a crossing-by-crossing comparison
Start from the official PlatePass site and its receipt navigation. The FAQ says a charge summary can be obtained using the rental agreement number and rental date.[1] Keep that summary alongside your personal toll-account statement and Hertz receipt. If the summary lacks crossing details, request an itemized explanation.
- Record the rental dates and vehicle plate shown in your records.
- Identify the billing product before comparing amounts.
- Match the road, date, time, and direction wherever the statements provide them.
- Separate the underlying toll from administrative or service charges.
- Mark missing details explicitly; do not turn a close-looking match into a confirmed duplicate.
Copy this worksheet into a private note and repeat it for each questioned crossing:
Rental period / vehicle plate: [details]
Billing product: [All-Inclusive / separate toll / congestion / unclear]
Road, crossing date, time, direction: [details or missing]
Personal E-ZPass posted transaction: [reference and amount]
PlatePass transaction: [reference and amount]
Toll versus fee lines: [separate amounts or unclear]
Exact mismatch or question: [description]
Support case reference and response: [details]
Hypothetical example: Both records name the same bridge and crossing time, but one also includes a service fee. Ask for review of the matching toll and a separate explanation of the fee. If the records instead identify different roads, investigate those crossings separately rather than requesting reversal of the entire bill.
4. Request an itemized review through official support
The PlatePass contact page lets you select Hertz and provide rental-linked details. It warns against putting Social Security, credit-card, or driver’s-license numbers in the comment box.[2] Do not upload private statements to this website; share only necessary evidence through the provider’s appropriate support channel.
Copy and adapt this request:
Please review a possible duplicate toll for rental agreement [reference]. The PlatePass entry and my personal toll statement appear to show the same [road/date/time]. Please confirm the billing product, explain the toll and fee lines separately, and tell me what evidence you need to assess an adjustment. If this was an All-Inclusive purchase, please identify the purchase or activation supporting it. Please provide a case reference and your review outcome.
Save the reply with your worksheet. If information is missing, request clarification; if the charge remains unresolved, ask your card issuer about its review process and applicable deadlines. Do not ignore a bill while awaiting a response. This is a record-matching checklist, not legal advice or a promise of cancellation, reimbursement, or a particular response time.
Next step: Once you have your worksheet filled in, contact PlatePass support with the rental agreement number and your crossing-by-crossing comparison. Keep the case reference and all written replies together until the matter is fully resolved.
Sources
[1] https://platepass.com/faq
[2] https://platepass.com/contact