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If you do not have all of that information on hand, they tell you they can’t access your account.
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But, before they can do that they need to verify 1) your account number, violation notice and/or transponder number, 2) your name, 3) your address with the city and zip code, 4) the last four digits of your driver’s license number AND 5) your telephone number.
Once you do get an operator, it is time to pull up your account. Sadly, this is the high point of the call. If I could get online access to my account, I wouldn’t be calling.
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Once you dial in and listen through the instructions, in Spanish, for what to do if you want a Spanish speaking operator (at least you don’t have to press “1” for English) and you successfully navigate through the menus, sit on hold while you are repeatedly told how important your call is, how operators are busy assisting other customers, that calls are answered in the order in which they are received and that all calls may be recorded for quality and training purposes, you get to my favorite part, the perky voice telling you how to access your account online. “TA” could be used, but it wouldn’t make much more sense. I’m not sure what the “UC” stands for, but I guess there aren’t many good options for the numbers “8” and “2” on the phone pad. On the IPASS transponder is a 1-800 number that conveniently spells out “UC-IPASS”. At the same email address the system seems to have difficulty locating when I request my logon credentials. I know this not only because I have seen the light turn yellow as I’ve passed through a toll, but because I’ve received an email telling me my balance is low. In the interim, I need to address the fact that my account has a low balance. One time, it never came at all and after more than a week (and another reminder in my email) I had to go back and request it again. I guess those minutes are measured in tollway commute times. Each time, those few minutes has turned into days. Each time, I get a message that says my logon credentials will be sent to the email on file in a few minutes. In the past couple months, I have had to do this at least six times.
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So, the first order of business is either to request my username be sent to me or request a password reset. Quickly.įor reasons that will remain forever a mystery, every time I try to log on to my account, it does not recognize either my username or password. They know from experience it is going to be an exercise in futility, and to avoid any blowback, they clear the decks.
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When I say that I am going online to update my account, my family suddenly finds important things to do everywhere else in the house. My fights with the IPASS website have become legendary. When I do remember, it is always an opportunity to practice patience. I would rather have that money sitting in my bank than in the State’s. I do get the emails telling me when my account balance is low, but since I know I haven’t used even $10.00 of the $20.00 they want you to keep in your account when I get the email reminder, there isn’t a sense of urgency. I go through slippers more frequently than I do tires.Īll this is part of the reason I’ve been known to forget to add money to my IPASS. I not only don’t drive on the tollways every day, days or even weeks can go by without my having to pay for the privilege of risking my rims on potholes that resemble meteor craters. Being one of those lucky individuals whose morning commute consists of traveling less than fifty feet from my bed to my office, I really don’t have much to complain about. I am not a daily commuter, at least not in my car. Word of warning – make sure you have plenty of time, lots of patience and maybe a few Tylenol on hand before you begin. Whether that statement applies to yours is something you’ll have to investigate. At least when it comes to my individual transponder and account. IPASS and the Open Toll system in Illinois is as broken as the roads.