407 ETR Camera Charge With a Transponder? Check the Bill and Request a Review

You lease a 407 ETR transponder, but a camera charge still appears on the bill. Before assuming the device failed—or asking for the whole trip to be refunded—identify the exact line item and gather the trip details.

Check the charge, the transponder’s vehicle assignment and its installation, then request a review promptly. This guide concerns Ontario’s Highway 407 ETR and personal transponder accounts. Rental vehicles, built-in toll modules and commercial arrangements can require different handling.

1. Identify which charge you are questioning

The 407 ETR FAQ distinguishes a camera charge, triggered when the transponder is not detected, from the trip toll charge, which applies to both transponder and non-transponder customers. Having a transponder does not make the trip toll charge an error.

Download the statement and mark the actual camera-charge entries. Check the trip date rather than assuming every line belongs to the day the statement arrived. Keep the original bill; a cropped screenshot of the final amount may omit the details customer service needs.

• Record the statement date and relevant account number.
• Identify each disputed trip’s date, time and entry/exit information as shown.
• Match the licence plate and transponder identifier to the vehicle used.
• Note recent changes, such as a new vehicle, new plate or windshield replacement.

If the trip itself is unfamiliar, say so clearly. That is a different question from recognizing the journey but disputing its additional camera charge.

2. Check assignment before blaming the battery

The personal transponder lease agreement ties the device to the vehicle and licence plate supplied. It prohibits using it in other vehicles, including rentals. Moving a working unit between household cars is therefore not a valid troubleshooting shortcut.

407 ETR’s billing terms ask customers to report vehicle, plate and certain account-detail changes within 6 days. If something changed, ask support to verify the correct association rather than assuming a physical move of the transponder updated the account.

For a rental-car bill, contact the rental provider about its toll process. Do not attempt to correct it by retrospectively describing the rental as your own vehicle.

3. Inspect the mounting while safely parked

The FAQ lists possible causes including a weak or dead battery, an unmounted transponder, a metalized windshield or sharing the device between vehicles. These are possibilities, not a diagnosis of your particular charge.

407 ETR’s installation instructions place the unit inside the windshield behind the rear-view mirror, 5–10 cm below the top. They call for clean, dry glass before attaching it, with its lights visible from the normal driving position. A central vertical metal strip requires placement at least 5 cm to its right.

If the windshield has been replaced or you suspect a coating interferes with reception, ask 407 ETR and the vehicle manufacturer about the correct location. Do not scrape coatings, interfere with cameras or repeatedly reposition the unit while driving. Keep a parked photograph of the mounting if support requests one.

If the device may be defective, ask about replacement. The lease terms provide replacement for a transponder that stops working when the terms have been followed; misuse, abuse or a missing device is treated differently. Do not assume every replacement or disputed charge is automatically free.

4. Request the adjustment through the appropriate channel

The online adjustment route applies when the transponder was not shared, the charge is on the latest statement and the account has equal numbers of registered plates and transponders. In My Account, open that statement under Recent Activities, choose Request Charge Adjustment, select the account and follow the prompts.

If the option is absent or your situation does not meet those conditions, contact customer service rather than changing account details to manufacture eligibility. Save the case reference and any written response.

The lease agreement asks customers to call about camera charges within 30 days of the bill date. Act promptly; submitting a request is not proof that a credit has been approved.

5. Track the outcome without ignoring the bill

Under the billing terms, payment is due when the bill is received and unpaid amounts can lead to interest and other consequences. Ask how the disputed amount and any payment should be handled while the review is open; do not assume a customer-service inquiry pauses collection or payment obligations.

If unresolved, 407 ETR’s published escalation process starts with customer service, then a Customer Advocate in the Office of the President, followed by a written submission to the Ombudsman if needed. The Ombudsman is not a substitute for the earlier steps. If you receive a Notice of Failure to Pay, follow its separate dispute process and deadlines even while customer service or the Ombudsman is reviewing your complaint.

Keep the statement, explanation, supporting records and decision together. Check that any promised credit appears and that the installation or account issue has been addressed. Resolving one charge is useful; preventing the same avoidable problem on the next trip is the better result.

Operator guidance and terms checked November 1, 2026. No adjustment, refund or replacement is guaranteed; the operator must review the specific account and circumstances.