Cusotomer contacted our customer service department on 8/1 in regards to toll charges she received to request an invoice. An invoice was sent to the cusotmer the same day. On 9/4 customer called to advise that EZPass would not accept the invoice she provided. 9/15 we received a confirmation that the charges had been refunded to the customer for EZPass with a confirmation number that we provided to the customer. on 9/22 customer contacted customer service to advise the refund had been reveresed and not applied. To avoid further frustration to the customer we overnighted a refund check. We regret this process was frustrating and lengthy, however, because this was an EZpass charge, we were limited on what we could do to resolve. The customer seeme satisfied with the effort and we look forward to working with her in the future.