TxTag customers should then contact TxTag to ensure their accounts are in good standing and that future transactions won’t be impacted."įOX 7 received an email late Tuesday afternoon from TxDOT, which reads in part: We encourage all TxTag customers who receive a bill from us to remit payment online, by mail, or by phone to ensure resolution and avoid additional fees. We have seen a steady flow of inquiries regarding this situation. As mentioned in the statement, TxTag currently has messaging on their website indicating that customers may contact the TxTag Customer Service Center at 1-88 to request the TxTag rate. Once in our system these customers are considered Pay By Mail customers, are billed at the higher Pay By Mail rate, and need to pay those specific bills through the CTRMA. We have no access or insight into the status of any TxTag accounts. We encourage customers to make sure their information is correct and current with all relevant parties.īills that have been generated from us for TxTag holders are a result of four rejected attempts to post to their TxTag account. Far too often people do not update that information in a timely fashion, or sometimes at all (many people assume when they update their address on their driver's license that it carries over to their vehicle registration - that is not the case). State law requires us to use the address on file with the Texas DMV registration records. In an email to FOX 7 late Monday afternoon, the CTRMA further addressed specific issues, including address changes and pay-by-mail rates: Customers can log into their TxTag account at or call the TxTag Customer Service Center at 1-88. The Central Texas Regional Mobility authority can be reached at, or by phone at 1-83. "If that’s the reason then fine I’ll just jump on the highway just like everybody else." I would just take $35 and just hold my temper down," said Martinez. Given all the confusion, some people we spoke to say they’re going to think twice about getting on these toll roads in the first place. These bills must be paid directly to the Mobility Authority." The CTRMA statement goes on to say: "If a TxTag user believes a billed transaction is in error and should have been assessed to their TxTag account, we advise that they: (1) pay the Mobility Authority Pay By Mail bill and (2) contact TxTag to ensure their TxTag account is in good standing.Toll transactions billed through the Mobility Authority's Pay By Mail program cannot be retroactively paid through a tag account. Maybe we can’t go into the details of it, but just be aware.’ Just have an open communication with the consumer," said Martinez. "There should be at least an open communication. As a result, the CTRMA actually stopped billing customers by mail last November because they didn’t have confidence in the data they were receiving from TxTag.īut now CTRMA says in a statement: "…the Mobility Authority has been assured by TxTag that any declined transactions from their system are appropriate and based on this assurance, we have resumed Pay By Mail billing for such transactions on Mobility Authority roads." The issues appear to be due in large part to technical glitches with an outside vendor that works with TxDOT to manage TxTag’s back-office operations. To boot, he says he’s been charged the "pay-by-mail" rates. In another email, Chase says he’s been getting a $500 bill even though he has a TxTag, and has seen money pulled out of his account. Despite trying to change her address multiple times, she says, "the owners of our old home are still receiving past due bills in our name." In online reviews, drivers have been venting their frustration at TxDOT and the Central Texas Regional Mobility Authority, which handles toll billing in the Austin area.įOX 7 received an email from Jodi who moved from Austin to Fredericksburg. "Our app would say you still have a balance of $18, and I would say okay why did I just get a bill of $25 or an additional $18," said Martinez. Sure enough, when she checked, the money was there. Money was supposed to be withdrawn automatically from her TxTag account, and re-upped when it got low. It should already be reduced, we haven’t changed anything," said Martinez. It would come out and say ‘hey, you owe us $25 and x amount of cents,’ which to us was like ‘why do we owe this’. "We started receiving a bill, which to us was a surprise.
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