New York Thruway Authority Faces Millions in Unpaid Tolls, Hosts Customer Service Events

The New York State Thruway Authority is struggling with millions in unpaid tolls and fees, nearly half of which are owed by out-of-state drivers, according to a recent state audit. The report also highlighted ongoing issues with discount programs, fee reduction practices, and documentation errors.

The audit comes as the Thruway Authority prepares to host customer service outreach events to help drivers resolve billing issues. The events will be held Monday, September 29, from 1 p.m. to 7 p.m., and Tuesday, September 30, from 9 a.m. to 1 p.m., at the Western New York Welcome Center on Alvin Road. E-ZPass and Tolls by Mail account holders can receive personalized, in-person assistance.

The audit found that 43% of the unpaid tolls are attributed to drivers from outside New York, a significant strain on the authority’s finances. While some improvements have been made since 2023, the audit uncovered ongoing problems with discount programs and fee reduction procedures.

For example, the Toll Payer Advocate program, designed to help drivers resolve billing disputes, improperly reduced fees for 12 out of 20 sampled cases where drivers did not meet eligibility guidelines. Additionally, the authority could not provide proper documentation for 44% of Grand Island Resident discount tags reviewed by auditors.

The Thruway Authority says these outreach events aim to address these issues directly, helping drivers correct billing errors and better understand their accounts.