![]() ![]() Our team replied, asking to what degree TxDOT was aware many customers have already contacted the agency but “failed to receive a response or resolution - often for an extended period of time, while their financial situations further escalated?”Ī week later, in an email reply sent two days before the publication of this story, Hammons asserted, “TxDOT remains committed to working with KXAN to look into customer complaints, but KXAN has a role to play in doing a practical amount of research first.” The spokesperson provided no documented proof KXAN’s efforts to connect frustrated customers with the agency led to any of the outcomes he described. I don’t know how long this has been going on for, either, which is concerning.“Ī common complaint is being charged twice for the same toll. I just looked at my tolls that it’s registered this month and it was at $58.09 yet I’ve been charged $160 ((8) $20 auto-replenishment charges). I am set up on an auto-replenish if my account ever goes below a certain amount. October 2022: “ I think TxTag is severely overcharging people.Millions of dollars every day for tolls in Austin area.” I’m sure I’m not the first to tell you this story. … There isn’t anything regular folks can do but take it. My wife went to the office and they told her the charges were correct. Not only did they not reverse or fix the charges, they hit us for 3 more on October 21st and again on the 24th. They said they were putting in an investigate request and that it should be reversed and fixed soon. ![]() October 2022: “TxTag hit our account 9 times for 40 each in one day October 17th.What can be done to get TxTag to fix their statement issue? I had to go to the MoPac office to get these double charges fixed which was a waste because they say they were right and I was wrong. Working on it since 2020? I’ve also found that they have double charged me for tolls. … I have called their office about this but all they say is that they have a new system and they are working on it. If I go online to collect a statement, the last available statement is dated October of 2020. These people are not providing monthly statements. Here’s a sample of some of the tips KXAN received related to TxTag: Source: KXAN (KXAN Interactive/Dalton Huey) Pie chart showing the most common issues viewers have reported to KXAN related to TxTag between January 2020 and March 2023. “Just charging auto pay customers at their will,” the viewer continued. The viewer, who wished to remain anonymous, told KXAN his troubles with TxTag, Texas’ largest tollway operator, started over two years earlier when he said he realized multiple transactions totaling $1,600 had been deducted from his TxTag auto pay account with no statements, account updates or explanations justifying the charges. During our reporting, the Texas Department of Transportation began reaching out to viewers who had contacted KXAN to resolve their issues, and state lawmakers renewed their approach to fixing future TxTag problems.ĪUSTIN (KXAN) - “No explanation, no communication, no transparency,” wrote one KXAN viewer in March 2021, pleading for an investigation into TxTag to bring TxTag’s issues to the public’s attention. Following related reports in recent years, our team rededicated its resources to this major consumer issue, after hundreds of viewers complained to us about resurfaced billing and customer service problems with the state’s tollway operator and its contracted vendors. This story is part of KXAN’s “TxTag Troubles” investigative project launched May 7, 2023. ![]()
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