North Texas Tollway Authority [NTTA] review: Toll tag

I have a toll tag on my 2020 chevy Silverado. I called today (11/13/2022), to update my credit card on file because my old card had fraud, only to find out that I had an outstanding balance on my account of 899.45 but was told I needed to pay that in full by 11/22 or I would be sent a bill for $1,400.

When we bought the truck in 2020 we got a toll tag on the paper plates. When the real plates came in I called to get my account update. Instead of updating my account, they opened a new account and didn't put my card on file. In 2022 I got a bill in the mail for over $1,000 for past due tolls and fees on those tolls. When I called in that is when they told me about the new account. They weren't willing to help due to their mistake. I was only able to set up a payment plan but they couldn't give me the toll tag amount or waive any fees because I had already been billed. I set up the payment plan and updated my card on file. Come to find out today, that they did not update my card on the real plate account, they applied it to my paper plate account and gave me the paper plate account number to view my account online (which I did not know at the time), so every time I logged in I saw a positive balance on my account.

Money was coming out of my bank account in $40 increments up to July of this year, so I asked about that and they said that it was because the car we purchased for my son was not put on our toll tag account, it was opened in a completely new account without us being told. So the money coming out was that and not being applied towards the truck.

I told the first rep that if we were so far behind on our truck, why wasn't something sent to us. She stated that it was because we hadn't been billed for those yet, but conveniently we would be billed in 9 days for those but at an amount that is $500 more than my current balance. She said that our billing period was from April of 2022 to November 22nd of 2023. That "billing period" makes no sense. She also stated that I could have seen the outstanding balance online but how would I have seen that if the only account information I was given was for an account that had a positive balance and I was not told that I had multiple accounts until today. The manager contradicted was the initial rep said by saying they sent communication to me. I told her that the initial rep told me nothing had been communicated because I wasn't "billed" yet and she said that was incorrect, but I have never seen anything from them.

I asked to set up a payment plan today for the 899 balance and she said that I could not set up a payment plan for that because I wasn't billed yet but I could call back on the 22nd of November and set up a payment plan for $1,400, which is what they will bill me at that time because they can't set up a payment plan at the toll tag rate. This is a very deceptive practice.

Summary:

They set up multiple accounts without letting me know. When I got a letter from them back in 2022 for a negative balance they wouldn't work with me on the amount, even though it was their mistake. Once I set up the payment plan, they got my card information to apply a credit to my account and for recurring payments, but they applied that to my paper plate account, that was not longer being used, without me knowing. At the time they gave me the account number for online access, which I didn't know was for the paper plate account tied to my truck with a positive balance so I never knew I had a negative balance on my truck on another account. I also didn't know the truck account wasn't being paid because money was coming out of my bank account on ANOTHER account they created when I called to have a car we bought for my son added to our truck account, And to note at the time I called to add that car they did not mention the past due balance on the truck or told me they were creating a new account for the car and not adding to my truck account. Now they are saying that I have an almost $900 balance for tolls that I can't set up on a payment plan until it becomes a bill for $1,400 in 9 days. Makes no sense at all! How is a "billing period" one year and 7 month span?