North Texas Tollway Authority [NTTA]
Reviews and Complaints

Below is a copy of the customer service complaint being filed with NTTA. They were the cause of the $50K+ charge.

On 02/26/2021 the P-card under my name was charged $50.878.00. This charge caused my departments to be placed on hold and they still are awaiting an answer to how and why this happened. My profile had the replenishment at $7, 500.00. Sometime last week someone changed it to $4, 500.00 without my permission earlier this week and then to the 3-month average.

During my conversation with Janet with NTTA today @ 13:35 I was told I changed the amount. On investigation I found a setting showing the average 3-month charges was the suggested amount to be withdrawn. I have never seen or changed this option and highly suspect it is due to your IT working on the system. This has been corrected back to $7, 500.00.

I cannot correcting or adding new vehicles. When I called last month, I was told the Corp Account was closed and that a new system was added. The new system will not accept trailer. I was told this would be corrected in two weeks and a month has now passed. I now no longer have a Corp Contact and the system will not accept my trailers as trailers was left out of the new software. Of my listed 360 vehicles only 49 are tractors and the remainder are trailer. Suggesting I just pick any vehicle type for my vehicle is not an option as the unit must reflect actual unit type.

NTTA - Benjamin, Chelsi [protected]@ntta.org was my contact for the last several years and I cannot get a response from her. If she is still with the company, I need her to contact me directly so these issues can be sorted out.

I received a letter in November regarding unpaid tolls. And that my vehicle registration was being frozen. I called Ntta and spoke with a rep. She advised she would call me back to set up payment plan. She never called me back. I sent multiple emails to her as instructed. No response. In December I tried to call but automated system stated the company was upgrading their system. Had to wait until January before I could set up payment plan. Told rep I was just going to pay balance off. But was informed I needed to make down payment and pay $40 towards toll account. Never offered a lower offer for paying in full. On 1/28/2021 I paid the full balance. Was advised a letter goes out every Friday to the dept of motor vehicle. And takes 7 to 10 days to process. Nothing has been done. Dept of motor vehicle advised nothing had been received 2/8/2021. When I called Ntta, the customer service rep advised I'd be able to renew registration Friday 2/12/2021. I took the day off from work because I was advised I would be able to renew. Only to find out Ntta has still not sent anything to Dept of motor vehicle. Their reps have lied for weeks the form was sent.

NTTA mysteriously removed a vehicle from my account and apparently waited 10 months to send me a zipcash bill for said vehicle. Due to a system upgrade on their end I was not able to pay said zipcash bill for which I was charged additional late fees. When I call to inquire about it after their upgrade I'm told they don't know why it was removed, are unable to waive any fees and either I pay or continue to acrew new fees. I paid the bill but I certainly did not remove the vehicle, and even so it should not have taken 10 months to find out it was removed. Had I known I could have inquired sooner. Customer support was rude and unwilling to work with me at all. I suppose I should expect it from and org like NTTA.

We have been double billed, 2 vehicles being charged on the same day. Only one vehicle had gone through tolls. I called and they said there was nothing they could do. For example, they charged my credit card $579.86 for 2/1, 2/2, 2/3, 2/4 2021.

I am initiating this complaint because of the high fees charged on late toll fees.
NTTA charged me an extra $535.00 on $745.83. In spite of the COVID 19, one would have expected that you would have at least have some consideration given what people are going through right now.
Please kindly wave that fees so that I can find ways to settle the exact amount I am owing for the tolls.

I have made several calls trying to resolve this to no avail.

Every month for the last six months I have received multiple invoices from ntta / zip cash with different account numbers and different license places to may name and address.

I am not a customer, I don't

I call customer service and get the run around because they can only work on one account / lic place at a time and can't stop these invoices.

No supervisors or other help is available and I am not giving up more of my data.

This has got to stop

We have gotten a notice from Zio cash for a license plate photo matching my wife's plate in Anchorage Alaska
Her car had never left the state and my wife had never been to Texas
We will not pay this so stop sending increasing demands for payment
Get it together and find out how can my license be on two places at once
Obviously the photo is a fake ACC Nd you are criminals or criminals have made a fake plate

License: KNT6087
PAM Acct: [protected]
PAM Notice: [protected]
Customer ID: [protected]
Invoice: [protected]
Amt: 37.02

I'm not understanding why my invoice been sent to collection with charge of full price. I reach out to ntta on my acct to ask them to help insist me when I first received the bill. I been customer over 8 year and first time being sent collection. I used my acct to ask them bill my acct number. They told me because I don't have enough fund but my acct is automatically draft. If it get get below $40 it will draft my bank acct. This is ridiculous how I get send to collect and paid full price. What is point of having an acct with automatically payment. They have no problem taken my money out bank but they want send me to collection. Why?

Someone had stolen our front license plate sometime in the middle of September. We have not been on any toll roads since before the COVID problem. This plate is on a car that is a different color (mine is dark grey). It is on a white car. I don't have a plate holder like this on my car.
We discover the theft on 09/30/2020 and have since replaced

I received notices regarding my daughters vehicle that I co-signed for - The amount is $368.96 the admin fees that were being waived "Are no longer" being waived as of October. Only May through September and I was given the opportunity to pay then. Sorry, you're fault for not taking the opportunity. We have a business to run like you do - This is the response from Kendra (Supervisor) when speaking to her and trying to pay entire bill and have a card on file.
What are we to do when we just got a job and deciphering between paying a house and paying a toll tag account his high. Shouldn't there be some compassion and extend the courtesy for higher resolutions with customers that are outstanding. This is absurd and we need to find a way to help others going through this difficult time.

I had my car transported from San Diego, California to Dallas, Texas using via an open shipping carrier company. I was not driving the car. The driver probably went through toll roads during the transport of my car which probably triggered the toll tag sticker and I was charged for this.

I tried contacting NTTA to get a refund for this since I was not driving the vehicle. My car was on a commercial carrier with other vehicles inactive during the transport.

They made me call them only to tell me "there was nothing they could do about it"

This is wrong. I was being charged for service I didn't use. I paid the auto shipping company for the transport of my car. I should not have to pay toll fees on top of that especially if I was not driving my car through the toll roads.

For 9 months, I have been sent a bill for another person's license plate, wrong truck, etc. Etc... I do not have an account with ntta — you just set one up for me without my asking... And you send me a bill every month for this other person. I have continually called. The customer service people are nice and polite and remove the charge and promise me that they will remove my account... But, it never happens. I am forced to spend time, money, and energy to contact your office every month. I am in rural - remote east texas, near crockett. I do not use your toll roads. I am so frustrated with you company for continually forcing me to make a phone call just to remove a billing charge before you issue some sort of warrant or have me arrested. Please — please — can't someone with some supervisory authority take care of this for me?
Alan gell, 955 an cr 173, grapeland, tx 75844

I called to paid my balance of 600.00 dollars (second notice) and who ever I spoke with charged me 300 and something because they gave late fee and gave me the discount. I left 20 in my account. I received a 3rd notice with the same balance 600 dollars I still owed 251.00 and I only paid 235.46. I called customer service they gave a b.S. About my bill. Somebody made a mistake, he said I have to paid the remaining balanced. Francisco the operation manager said there is nobody on top him, he was going to give me a call in 24 hours more like 72 hours. In told him to listen to my call because I know the saved the recordings. They did something wrong with my account they want to over charge for the mistake they made.

Travelled through TX in Mar of 2020. I received a Zip Cash Toll Bill for $2.86 in May of 2020. It had a picture of license with description of my car. So even though billed extremely late and I had not seen the toll road I paid it immediately.

I have received two more bills with differing dates on them. All numbers have are voicemail robots and no emails are answered. The Third bill has "1st Notice of Nonpayment" with threats of charges and fines on it. Because I could not find my receipt or get through to anyone I paid the same fee again.

The billing period is 6/11/20 to 7/10/20 with a payment due date of 8/10/20. I have not been outside of the state of Oklahoma since 3/20. These people are scamming their so-called customers; collecting multiple fees for the same "offence" and having no customer service available to address anything.

They also threaten with administrative fees, a vehicle ban, fines and misdemeanour charges?

I have the automatic deduction setup on the NTTA TollTag, I have always had enough funds to utilize the roads. In November we had 43$ in charges in tolls, so I added 20$ to my account and on the site it showed I had the funds. One would assume this would handle the previous tolls on the page, and I went on with life. Fast forward to March and my account is in collections for $42. 35$ of this is "admin fees". The original toll was $12.

I call the NTTA and they tell me they have sent notices several times. I ask for the address they sent it to and it's not even my address. They said they got it from my License Plate Return, which did not have the address they said listed on it either. I argued that my Account Address, my Drivers License Address, and my Vehicle Address are all the same (which they were at the time and had been my whole time using NTTA roads) and they argued that it was not and called me a liar.

They then told me it was their POLICY to have us call in to pay the toll charges and that one should know that adding money to your tolltag does not fix the balance. I asked if they could provide a written policy and they stated they could not. I finally got a supervisor who apologized and stated there was not written policy and that most people do not know that adding money to the toll tag does not fix the balance issue. The supervisor said he would credit me 10$ for some of admin fees. I tell them I will pay the bill in a week.

A week passes I call to pay my bill and they advise me it's back to 42$, and that no admin fees can be waived.

Horrible company with deceptive practices. What is the point of auto deduction if it doesn't truly cover your toll costs? And how am I supposed to know that adding money to the TollTag does not alleviate the balance on my account and I would have to call in to fix the issue?

Not only that but you pay tolls to be stuck in traffic, drive on crappy roads, and roads that are constantly under construction and you can go no more than 55 MPH on? Worse part is we're already paying taxes to fund these roads and they used tax money to create it.

More government ripoffs.

A construction sign was ran over by the vehicle in front of me. The sign was thrown into the front of my Vehicle. This sign was orange and around 4'x4'. I thought it was going to go through my windshield. When it hit Me I was on the express lane by loop 12 between walnut & 114 going south around noon on 3/14/2020. There's no where to pull off to check my vehicle or stop to get the sign info or get it off the road before it kills someone. Wish the construction company Or NTTA would pay for the damage to my Vehicle

I have a toll tag that is not set up to automatically bill my cc when the balance is low. So I rely on my alerts to remind me to add money. I've noticed in the past when my balance is depleted, I get charged the zip cash rate where my toll tag didn't cover the charge. OK. I put money on the toll account and usually that covers the zipcash and toll tag charges. And I end up with credit on my toll account. My account remains paid, with money for future tolls. Imagine my surprise when I get a zipcash bill in the mail for charges during months my toll tag payments have been covering and it's in collections? What? "Diamond" in customer service was no help, as she sounded like a robot when I asked her to explain why I was getting zipcash bills when I have an online account for my toll tag and none of those charges were on there. But of course offered to take payment several times. She just said they weren't covered under the toll tag. If that's the case, I'm still trying to figure out why I'm getting paper notices when those charges weren't showing up as unpaid charges for the same tag. I'm gonna pay the bill with sucky admin fees though I cannot prove whether or not they're erroneous. Hey NTTA, why not add an additional tab to a toll tag users online account for these separate zipcash charges for the same vehicle tag? Genius, right!?!?!?! NTTA really needs to get it together with their billing system. They're billing was horrible years ago, but I see they still have a ways to go.

I'm not from Texas - was working there and COMPLETELY unaware a simple highway link (from Spring Valley rd - onto tollway (less than 100ft) -- which loops onto 635) would incur charges. But noticed was charged each various amounts although taking exact same route each day. When I realized this charge incurring I immediately took another (longer route) - Preston to 635.

There are NO dates linked of these charges - NTTA just sends a HUGE bill with 75% of the incurred charges being Admin fees?

This is VERY clearly a RACKET - when before you had actual PEOPLE in booths to receive direct PAYMENT of the toll to avoid these cost - especially people from out of town. Instead they removed the FAIR way and essentially FORCE people to 1. purchase their toll tags. or 2. received an inflated bill for admin fees WHEN THEY COULD'VE PAID BOOTH WORKERS?!

My bill they've sent is $1673.45! for an error and less than 2 months of traveling this route. This is essentially 2 months of rent for an average person. For people who truly want to just pay exactly what they OWE - I SIMPLY ASK HOW THIS IS ETHICAL IN ANY WAY?