Emily Falanga has two daughters, nine and four, in the back seat of her car every day.

"I work in Brooklyn and the girls go to school in Brooklyn so every day we go back and forth,” she said.

To help her commute, Falanga uses the new Staten Island HOV EZ pass option that came with the cashless tolls.

If she has three or more people in the car, she can switch her pass to HOV and ride in the carpool lane for $3.25 instead of the $5.50 resident fee or $17 dollar regular price.

However, the Travis resident recently found out she had been charged the full toll for 25 instances of incorrectly using the carpool lane, adding up to more than $300.

"They were saying that they could not see passengers in the back of my vehicle, they could just see one driver and therefore, they didn't use the word dishonest but they were making the implication that I was using the carpool switch on my device but there was only one of us in the vehicle,” Falanga said.

The MTA issued a refund, but she said she’s worried it will continue happening.

That's where Staten Island councilmember Steven Matteo steps in. He and councilmember Joe Borelli penned a letter to the MTA to fix the problem.

"We're getting constant complaints,” he said. “And it's not just one or two."

Between HOV glitches and customers not realizing their balance is low, many are burdened with massive fees.

Matteo said the MTA has been responsive and plans to look into solutions.

"We understand it's a new system but we have to find out what's going on here,” he said. “We have to correct it and while we're finding out Staten Islanders should not be fined."

MTA officials said you can dispute any charge that you find unfair, which is what Falanga is doing until the problem is solved.