North Texas Tollway Authority [NTTA]
Reviews and Complaints

Hello Customer Service Team At NTTA

My Name is Marvis and I have tried to settle a zip cash bill from the NTTA for over a year. To be exact it has been twenty two months (22).

During this time I have disputed a monthly zip cash bill that I recieve each month.

The zip cash bill in question is zip cash account id [protected]

This bill was paid on Wednesday September 19, 2018 by my credit card.
I have the credit card statement receipt copied below.

Below is the copy of the receipt for payment posted september 2018,
as I stated I have paid this already.
account id [protected]
license PFJ-381
SEP
19
North Texas Tollway AuthorityGas/AutomotiveMarvis W...0643$6.38
5900 W Plano Pkwy
Plano, TX 75093
(214) 461-2000
Merchant Website
Purchased:
Wed, Sep 19, 2018
Posted:
Wed, Sep 19, 2018
Purchased By:
MARVIS WYNN

Appears on statement as: NTTA CALL CENTER 972-818-6882 TX 75093USA
I have emailed this receipt to Ms T Hall Supervisor at NTTA customer service in Plano Tx, and I was told that the matter was settled.
The next month I recieved another zip cash bill.
I called customer service at NTTA and explained what was happening, I was told the account was closed and no payment was needed.
The following month I received another zip cash bill and have been recieving these bills each month or every other month since September 2018.
Last month I recieved another zip cash bill, I called customer service and spoke to "Georgianna" at NTTA customer service. Ms Georgianna told me my account or bill was paid and settled and that the account was closed. I was told that I would not be recieving any more zip cash bills. This was told to me on 5/28/19. On 6/26/19 I recieved another zip cash bill.
This is very frustrating and confusing to me. Why cant the customer service employees for NTTA get this simple issue resolved?
I would appreciate your assistance in this matter and finally bring this to an end.
I am also sending this email to the customer service complaint department at NTTA and the NTTA administration office.

I have received 3 bills, each on going up in the value demanded. In the letters they are sending, the picture has a late model white Ford F-150 in the picture with temp tags. I drive a black 2019 Mitsubishi Mirage LE. You would think that would be enough to disqualify and to not charge. I pointed this out and the lady talked to her supervisor and they forwarded for it to be removed. A month later I received my second bill this one higher than the last. I called again and stated that this isn't my vehicle. In your own bill it says 2019 Mitsubishi Mirage, and that is clearly a Ford truck. The temp tags were on my vehicle that I had just purchased so they were registered to me. They were taken off by the dealership and the new plates were installed. I thought no more of it. NTTA said they would forward, but I might need to go to the DMV. I asked why I would have to go to the DMV? What paperwork would they provide to prove that this vehicle in the photo isn't my vehicle. She stated I would need to get the vehicle title history for the tags. I stated well I can save you time, those are temp tags so the only vehicle that would be on there would be a 2019 Black Mitsubishi Mirage LE, so why do I have to take more time off work and chase around paperwork? I forgot to mention I live in Austin, TX and this is in Dallas, TX. A city I haven't been to in more than a decade. She stated I talked to my supervisor and we have this taken care of. You will not receive any more notices. Fast forward another month. Today I received my 3rd notice. I called and had to go to a special line on the IVR because I am now a 3 month delinquent payee. I speak the the lady on the phone. She states in the notes that the request to forget the charges is denied as the license plate is clearly visible. I state so is the truck in the picture. I go through the same spiel. She says we are just going by what the DMV sends us, so we can't not charge you. I ask how that's possible, it's not my car? She again reiterated that I needed to go to the DMV but was unable to tell me what paperwork I would need to get to get this dismissed. She said to ask the DMV. "I have to ask the DMV what paperwork to get fines dismissed at your company" Still don't know what paperwork is required for this. At this point I am pretty lit up, and I ask to speak to her supervisor who she has to keep putting me on hold to speak to. She puts me on hold for about 10 minutes and comes back and says, "OK we have this taken care of. We've forwarded this and to not worry. It'll be taken care of.

So my question is...Is it really taken care of?

I called fort worth loaction, around 12 on 17 june 2019, to understand billing method and make payment from [protected] number, but the person named Micelle received me and she was very harsh and talked like we didnt understand anything. Her tone was very high and she was trying to make orders more and make understand less. that is not what it is supposed to be. we dont deserve such service. I am trying and working to pay my bill and that is not how they are supposed to behave. Please, I dont want to be rude but asking question is our right .

thank you for hearing!

My daughter was driving to work today early morning.
A construction barrel was flying around on the road and hit the car that my daughter was driving.
She was in a Infinti Q60.
There is a lot of damage to the car.
My daughter is safe as she was able to avoid most of the debris flying around.
Who do I contact to get the car fixed. It's only a 2 year old car.

Before yesterday I received a letter, from sourhwest credit giving me 20 days to submit a payment of $104, due to a debt using ntta services, the letter says I was warned three times asking for payments, but curiously this notice awoke my desire to find answers, why, ntta is keeping doing this? Why I receive a letter from a collector company. And not a single letter from ntta asking for a payment, why.? This is the second time happening to me this year, with my other car jdd 6004 but this time was a single 3er notification letter of 89 dollars including all penalties. I called and asked, where were sent the other first two letters. The operator gave me another location where I used to lived. I tried to make them understand if it is fair to pay penalties for a debt without knowing of such existence... Because I do always avoid using toll freeways, can't remember having used one, but in case of happening such circumstances ntta send collection letters, but how to pay if you don't receive a single one, just a third letter with all penalties accumulated, finally I had to gift that money, people like me who avoid tolls are people who really struggle to make money for a simple debt of couple bucks, somebody must pay 45 times that bebt. Hope one day somebody see this corrupted system and fixed, but meanwhile I must appeal to this system. Now is my truck license plate gpb8637 same thing the only difference is that this letter came from southwest credit. Asking for 104 bucks, but a single one from ntta, I don't know if I wasting my time, I hope someone can help,

Please excuse the "all caps", my computer keyboard is broken/locked.

Invoice # [protected] - i received a bill from zip cash on in april 2019, bill was due on 5/3/19. I paid it through my bank on april 19th. I have the check going through well fargo bank way before 5/3/19. The bill was $18.09, i made the check for 20.00 (i was at work and couldn't remember the exact amount, so i over paid). For some reason, ntta got the check and applied it to my toll tag account(closed by ntta 3 years earlier, i got a letter telling me they were having trouble with the credit card). So this week i got a failure to pay 1st notice. I thought this would be a real easy problem to resolve, seeing as though i paid before it was due, and over the amount due.

Called this evening, had an operator, angel, she would not give me her last name. When i asked for her last name, because maybe there might be more than one angel working in the office and when the supervisor called i would like to know who i was speaking about. Started off well, but then she said they had not gotten a check from me, luckily i had the check, front and back, from my bank on my computer, then she changed and said they applied the check to the closed toll tag account ( 3 years closed). No, she said you didn't close the account. I told her that ntta sent a letter closing the account. No, it wasn't closed. I said that ntta messed up, she said, we didn't mess up.

I asked to speak with a manager, timed it on my computer, 4 minutes. She comes back and says they have no supervisors available at this time, seriously, 4 minutes to figure out you don't have a supervisor available. Then, she said the supervisor would call me back in 3-5 business days to resolve the problem, which would make the 1st non payment notice late, leading to a 2nd notice, the way this thing is going. I had no choice to resolve it today, but asked for a supervisor to still call me, she had a horrible attitude the whole call. I know we all have bad days, but if my customer service was this bad in my line of work, education, i wouldn't have a job for long. I told her i needed to resolve this today, she took my credit card number for 5 more dollars on the toll tag, and cancelled the toll tag account.

Somehow, me paying early and over the amount ended up costing me $28.09 and how they managed to find the closed toll tag account, i don't even have the old tag on my car, and charge it, instead of when i pointed it out they didn't just shift the 20.00 to the zip cash account, is beyond me. If i hadn't noticed, i would have paid 46.18.

I was very unhappy with the service i got, and will await the supervisor's call.

Thank you for your attention with this matter,

mary anne grafflin
mary.[protected]@gpisd.Org

You know? This business is a complete scam! How is a zipcash customer supposed to know that the only way they can get their discounts is if they pay with an associate over the phone? When I called the first time the first associate never even informed me that. She told me I owed the discounted rate but told me I could also pay online in which I end up paying twice as much online and you people won't even give me my money back or provide at the least the over paid credit to my toll tag account! Nobody knows this! You have this listed no where! You provide the option to pay online or by phone. How is anyone supposed to know it's cheaper over the phone? Your associates don't inform this to customers and that's why it's a complete scam! Your management is not helpful! Your customer service and business sucks and you should be ashamed! The way you treat zipcash customers is ridiculous and I will never suggest to anyone again to get a toll tag or do business with yall with your slimey [censored] business tactics!

I was charged $50.66 (current, no late fees, for approx 20 minutes encompassing a total of two days, 3/25 & 4/04, of which I drove from Azle area to DFW and back. On 3/25 I/2019, I took my husband to the airport, dropped him off, and drove back home (from Azle to DFW and back). I was charged $17.55 plus about a dollar at the airport toll-booth. On 04/04, I drove to the airport to pick my husband up, waited for him to get through customs, then drove back home. The $12.90 on 4/04 was actually the time I was inside the airport, by which I paid at the exit toll-booth, as usual, only it was $3. For that day trip I was charged $33.11, plus the $3 at the airport. The exit to the airport was detoured to another exit due to construction.
I called customer service multiple times. Upon finally speaking to a person, and listening to several lectures of how I could avoid late charges, of which he also noted that I had no late charges, and another lecture of how I could have saved with a toll tag, of which I told him from the beginning, I have a toll tag account, then finally getting him to pay attention and take note, that the charges were unusually exorbitant, he acknowledged that he'd transfer me to a supervisor, then he hung up on me. I was unable to get through to anyone after that.

I cannot be the only one to experience the overcharging in this area.

I am not sure if this information is private, so you can email me at mize.[protected]@gmail.com

My zip cash bill for 3/13/2019 thru 4/12/2019 has charges doubled for each occurrence timed approximately 7 minutes apart. I called customer service and tried to explain that if they would look at that location it is physically impossible to turn around for my car to pass through 2 times. I purchased a new Sorento from the dealership located off Central Expressway past Parker Rd. At the PGBT exit there is one way off onto Central. No varies, no turns, just exit. One charge. The same for entering from the other side when I leave the dealership. On 3 of these occasions I left my vehicle, so no return trip at all, yet your customer service rep cannot see this nor explain why 2 charges happened except to say "I must have done". Plus you are charging me full price when I have an account with you for my Kia Soul but you won't give me a tag til I get my hard tags (at least that is what customer care said) unfair, I feel but it's whatever. I am contesting the charges that are doubled showing me in two places 7 minutes apart which is impossible. Please contact me at [protected] or [protected]@yahoo.com.
Thank you.

I received non-payment notifications on a bill that I paid on time and had my bank send proof of payment not once, but twice to NTTA. Even after sending bank proof that the bill was paid, customer service told me that they can't deny that they've received payment but can't stop billing until they "find" my payment. So until NTTA resolves an internal mistake, I have to continue to call customer service, speak to a new manager every time I call and relitigate every detail of my issue until they "understand" my problem, only to come to the same conclusion: "ma'am, let me look deeper into this issue and you will be contacted with a resolution". This only ends with no further communication from customer service and a new bill being sent to me the next month escalated to the next "pink" slip level now reaching collections! This is absolutely billing fraud. Clear my account and find the $7.53 payment on your own time...NOT MINE! I have done my due diligence with paying my bill on time (and have a history with NTTA of doing so every month) and when this was questioned I showed PROOF that it is a billing/receiving mistake on your part and I still have no resolution. I have zero confidence that any acceptable solution will be found. This is unacceptable. How you all can stay in business with such horrific billing practices is beyond me.

I was using NTTA very well during the entire 2018. 2019 I changed my job so I don't need to use tollway at all. But this thing happened this morning! I get charged $20 twice by NTTA. I went up on my account and saw someone with another license plate driving on tollway spending my money! The important thing is the address on my account is also changed to a completely new one. I have never seen this address. I called NTTA. Wishing for a good response. BUT! All they give me is saying that they THINK the info is updated by me. And they can do nothing about it. I asked if they have fraudulent prevention department to investigate this issue. the representative told me no. She said NTTA has no FPD at all. I was shocked! At the first moment, I really feel helpless! Not only for that 40 dollars, but the truth they think I need to pay for someone else's toll forever! This is just a nightmare!

Dear Sir,
On 04/19/2019 I received a letter from Professional Account Management LL C-NTTA with a bill $39.37 ! This is the first time I receive this bill ! I never see the original bill of NTTA, I don't know what going on because on the bill don't have date and location I violated! I call NTTA and they said they sent it to me by email but I never receive it because I never go paperless ! Please check again my case !
License plate CYF 4525 TX
Account # [protected]
Lam invoice # [protected]
Customer ID # [protected]
Thank you for re-consideration.
Robert Tran

Ntta send my record to collection agency... give me a payment arrangement
$505.62. My first payment was $251.03 and. My balance was $254.59
I was calling and calling several times for make my other payment but they can't find me on the system... finally on 3/28 Diana Cruz from collection agency call me and took my pay for $200.00 after that my balance supposed to be $54.59 but instead they give me balance of $103.73 which I don't understand where they have the extra $49.14... I been talking with a lot people and they can't help me... I already paid the $54.59 on 4/4/19 with someone called Laura... I talked to Esther superviser of ntta and she told me that everything was ok... but now I receive a zip cash 3rd notice of nonpayment for $106.92 I called talked with 4 different pro people... don't know what this people play but... nobody can't help me really!

I have called n spoke to over 6 representatives in regards to this issue at NTTA. I have corrected it online. I have contacted supervisors on at least 4 or 5 occasions and they promissed me that this issue was resolved! Now here we are again with you contacting me in regards to my credit card which has more than enough money on it, but you can't seem to get this issue straightened out! You have contacted me at least six times in the last few months. This is frustrating as hell and obviously someone is dropping the ball! Three supervisors said they would call me back, and not one has reached out to me yet! Two supervisors said they would rectify the situation by offering me some type of restitution, but again no one wants to do anything to resolve. On April 10- 13 I had to pay at the parking garage at DFW airport because my Toll Tag did not work. Again today I went out of town from DFW and my TollTag did not work. Again, I will have to pay at the parking garage when I return! This is totally unacceptable and unexcusable. I will be contacting your Regional and/or corporate offices for some kind of restitution. This is really sad that I have spoke with over 10 people no one seems to know what they're doing over there!

Who ever your customer service supervisor manager is, he is rude. His way of explaining why NTTA went into my bank account and took $40 is that I should know since I have been a customer for 7yrs. That dont mean I have used the Tollway for 7yrs and doesn't not mean I should know the companies policy. That was his only explanation. NTTA took my money and caused my account to overdraft without no notice. That is sick business practices when it is not stated on the website. NTTA are nothing but crooks. The boy I spoke with today name was I. Choudhry and he should be coached on how to talk to people.

My car was being used by a friend while he did not have a car. It was not authorized to be used on tolls. Most of these tolls were acquired by him. I am on probation and most of these tolls were done while I was doing a committment. Your cameras should show a male driver on this usage. His name is Kristofer David Foster. His Birthdate is 7/12/82. He resides in Royce City with a guy named Brent Galer. I would appreciate this bill to go to him or else be removed from my account. Please do what you can to fine him and not me.

Please contact me at [protected] for additional information you will need.

My car was being used by a friend while he did not have a car. It was not authorized to be used on tolls. Most of these tolls were acquired by him. I am on probation and most of these tolls were done while I was doing a committment. Your cameras should show a male driver on this usage. His name is Kristofer David Foster. His Birthdate is 7/12/82. He resides in Royce City with a guy named Brent Galer. I would appreciate this bill to go to him or else be removed from my account. Please do what you can to fine him and not me.

Please contact me at [protected] for additional information you will need.

they had my credit card in their system and were billing 3 times a month with unproven tolls. Then they tell me I owe $748 which included $500 in fees. This is theft and from what I understand is unregulated. I set up a payment plan because they threatened to impound my vehicle. When asked to see the fees associated they refused and would only send me the tolls, well they added up to $248 and the rest was fees.

After my wife drove on one of the toll roads, we received a bill from them which I paid. Eight days after they cashed the check, they sent me a 1st notice of non-payment. When I called they said they never got the check and said it was my responsibility to provide proof. They do this every time we use the toll road. I pay the bill and they send a non-payment letter after cashing the check. I believe this is done purposely to defraud people into paying fines they don't owe.