The New York State Thruway Authority is working to resolve billing issues that have affected some drivers, according to letters mailed out on Tuesday, September 30, 2025. The letters are a direct response to concerns raised by Thruway users regarding incorrect or delayed invoices, particularly those related to toll-by-mail and E-ZPass transactions.

While the precise scope of the billing discrepancies remains unclear, the Thruway Authority has acknowledged receiving a significant number of inquiries and complaints over the past few months. The letters being sent out this week represent the latest effort to rectify the situation and ensure accurate billing for all Thruway users.

The mailed correspondence aims to provide affected drivers with a clear explanation of the issues and the steps being taken to address them. It also includes information on how drivers can review their account history, dispute charges, and contact the Thruway Authority directly with any questions or concerns.

"We understand the frustration and inconvenience caused by these billing errors," stated a Thruway Authority spokesperson. "We are committed to resolving these issues promptly and accurately. These letters are a key part of our outreach to ensure that all our customers have a clear understanding of their accounts and how we are working to correct any discrepancies."

The spokesperson emphasized that the Thruway Authority is actively investigating the root cause of the billing problems to prevent similar issues from occurring in the future. This includes a review of the tolling system's software, hardware, and data management processes.

Drivers who receive a letter from the Thruway Authority are encouraged to carefully review the information provided and follow the instructions for verifying their account details. Those who believe they have been incorrectly billed are urged to contact the Thruway Authority as soon as possible to initiate a dispute resolution process. The Authority has dedicated customer service representatives available to assist drivers with their inquiries and to guide them through the necessary steps to resolve any outstanding issues. The Thruway Authority hopes to restore confidence in its billing system and maintain a positive relationship with its users.