NZinDC

Thanks for the information about your experiences.

I was about to call them, but then I just got an email from Avis customer service, saying they had escalated the issue to their "E-Tolls liaison" who will "investigate" this and contact me directly. Hopefully the eTolls person will be as helpful as those in your experience, and this will all be sorted out quickly.

Luckily the amount in question is nowhere near $90 - I think it's $12 and change. It's not enough to actually matter. What I'm really annoyed about (and this is just another example) is the pervading attitude Avis seems to have that a customer is guilty until they can prove themselves innocent, and the inability of their customer service people to actually listen to or read what you are trying to communicate to them. It's not a way to build customer loyalty!