Texas Department of Transportation / TxTag.org
Reviews and Complaints

This Company is the most disorganized I have ever seen, also very poor customer service. If you use your car to work and you have to submitted expenses be ready to pay tolls out of your pocket. Since they post the tolls whenever they want to, you may get recent tolls instead of oldest tolls. I guess they don't care. Customer service don't event say sorry. It is what it is. I cannot believe that company that is making so much money don't invest in better platform to do business . They are not taking more easy money from me, if I can avoid the toll I will. Even If I don't have to pay it my self I think is disrespectful.

I have been trying to resolve a billing issue unsuccessfully.
I received bill acc# [protected] for $4.05 and a bill due date of 12/15/2018.
I went into the website to pay the bill online, but when I hit submit the system froze.
I hit the back button and completed the payment again and once again when I attempted to submit the bill the system froze again.
This time before attempting again I checked my bank account online and I saw 2 pending transactions for 4.05, so I decided to stop trying and assumed my payment had gone through twice!

A month later i'm receiving another bill with late fees indicating I never paid the original bill. To my surprise, when I check my bank account to look for the 2 transactions I had previously seen, I cannot find the transactions. I do not know what happened with your system on that day.
I attempted to contact the customer service department to explain the situation and see if they ocould waive the late fees but they indicated unless I tell them the exact date I attempted to make the payment there is nothing they can do.
A supervisor was consulted and they same answer was received. They acknowledged they were having system issues and the know the exact date, but unless I can tell them the date, there is nothing they can do.
Can anyone help me with his issue.
I'm willing to pay the fees immediately but do't think is should be liable for late fees related to a system glitch happening when I made an honest attempt to pay my bill timely,.

I cancelled the account because I had a tax tag linked to auto pay. I would always get separate bills from other toll roads that they didn't recognize and I would get them with late fees. When I cancelled The account I called to make sure I didn't have any balance and they told me I had a positive balance still from the auto pay. I then move to a new address and later find out that they send me to collections and want to charge me $130 dollars on a charge for $5.15. It amazes me how they want to overcharge you always with late fees and penalties. I called back to explain the situation to customer service and they did not erase the late fees and penalties even after they told me that I'd int have an outstanding balance when I cancelled. They affected my credit score with sending me to collections. I'm very upset about it and is very unjust. I am currently using NTTA tag and i have not seen any issues with them. They won't charge you this late fees and penalties like TXTAG.

Cancelled my account last year, back in August. Never received my account balance of almost $37.

When you get a letter from them for driving without TxTag, you're expected to pay immediately, with all kinds of threats and fines if you don't.

I called back in November, spoke at length to a representative who assured me a refund of my account balance is on the way. Yet, here I am, 5 months later with no refund.

Disgraceful that they would do this to someone who faithfully put money in their hands for their tolls.

Have a letter saying "you can close your account any time and have the money refunded."

What a joke!

I renewed my drivers license online, I completed the application providing my complete address an payed online.
around 10/05/2018 I reviewed my drivers license that was sent to me via regular mail and noticed that my complete address was not listed on my drivers license.

The essential information that is supposed to be required by law was not listed!

This is not acceptable as this is a government agency that is supposed to accurately submit information.

I need a replacement drivers license immediately as this has caused a delay in certain matters.

Im getting (3) bills even though I have a TX Tag. Called in at 12:17 PM on October 3rd about the multiple bills. The customer service person was brash, blamed me for the problem, did not listen to me, did not solve my problem, and when I asked to talk to a supervisor, admonished me the supervisor would tell me the same. I plan on copying my state representative on this complaint, horrible service.

Me:

Robert E. Olmstead - 9009 Great Hills Trail, #712, Austin, TX 78759

Previous address: 5604 Southwest Parkway #2931, Austin, TX 78735

2003 - Acura RL - Original TX TAG car. When I sold it, I canceled that tag.

2009 Honda Civic - Incurred charges & paid charges via tolls before adding said car to my TX TAG account.

I then added said car (2009 Honda Civic) to my account and ordered a TX Tag sticker. The customer service person stated I put my Acura license plate on the Civic account. That is an impossible assertion as I registered it and ordered the tag at the same time, which was being properly billed to the Civic tag. Both can't be true.

In September of 2018, I car into a major car accident and totaled the Civic.

#1- I was NOT disputing any charges, I was trying to getting everything charged through my TX Tag account where I have $29 in available funds and it pulls automatically.

#2- I got a bill from CTRMA Processing. She said that has nothing to do with TX Tag even though on the bill, it says that if I had a TX Tag (which I did) I would pay less.

Honda Civic license for those charges: HPD9495

As I already stated, the Civic got totaled, so that would only apply to charges previous to the accident. I got a new car in late Septemeber 2018 but the plates are not in yet, so I can't order a TX Tag.

I got a notice to update my credit card 3 weeks ago because it was about to expire. I have tried ever sense then.

They apparently are "asleep at the wheel". They lost PCI compliance and their website has been down now for over a month. You go to www.txtag.org and you get:
Service Unavailable
The service is temporarily unavailable. Please try again later.

How is the modern day age of the Internet can your website be down for 3 weeks? If their were a for-profit business, it would now be gone. They should give us 3 weeks of free tolls in exchange. I wonder how they would feel if for 3 weeks they weren't paid?

Was mailed a late notice for a toll including a $15 late fee and $1 processing fee despite being an auto-pay member for well over 5 years with the same vehicle for the last 3 years without issue. Called customer service to get the issue resolved and found them to be the most rude and unhelpful group I have ever spoken with. The first representative told me that it obviously was my fault that some information was incorrect and didn't match, and said i could file a dispute online or mail them one, but most of the disputes get rejected. Flabbergasted by that quip, I asked to speak with a supervisor whom repeated the same message minus the rejected part and told me that I can call back in 7 days after submission to see if it was resolved. Not even the common decency to notify a person about the dispute let alone admit to a mistake in the system--especially given the organization's history with faulty charges.

Have credit card in file - a credit card that is automatically charged if balance falls below "xx" dollars - have had no changes in address/vehicles/billing info etc. for over 12 months yet continue to receive random bills and late fees. Can't ever get in touch with anyone that can actually resolve the issue - which means I get put on hold indefinitely or told a supervisor will "call you within 24 hours" yet conveniently the office hours are only 8-5/M-F. Absolutely sick of erroneous billing practices. Why am I being charged mailing fees and late fees when there's a credit card on file and even if there weren't it's not my fault bills aren't processed in a timely manner.

Earlier this week I received a bill in the mail for tolls and a mail fee. After calling the customer support line and explaining that all three of my cars have toll tags with an account balance and I should not be receiving any pay by mail bills. After 30 minutes with the customer service rep and asking to speak to a supervisor twice was finally granted a waiver of the $1.15 mailing fee.

However, I was then told that my toll tag on my vehicle that has had the same tag for 15+ years and has been going through toll booths with no issues all of the sudden was no longer valid and would need to be replaced. After one hour on the phone and the inability of a supervisor to make themselves available to speak to me and explain how this could be possible, I gave up. This should have been a simple straight forward call with an easy resolution. Instead, I have no idea which car has an issue with the toll tag. I would NOT recommend anyone to call this department EVER. Very frustrating and a complete waste of my time.

TX TAG took $120 from my account on 6/6, 6/10 and 6/12. That is $120 dollars within a few days. I send and e mail and was told that certain toll stations report different. Funny when we only use 45 and 130 and only 1 car. Today I checked my account and another $40 were withdrawn after I added $40 on 6/16. I am not sure what is happening but you guys are terrible. No body is looking into this issue and all I get is rude responses and no help. To take $120 in a matter of days is a burden on me, that was the second time tx tag did that and over drew my account. Maybe I need to report all of this to KXAN.

Thank you

I called to file a dispute on a toll violation that I received from the North Texas Tollway Authority. Initially I spoke with Sandra who was unhelpful and standoffish and initially refused to let me speak with her supervisor. I was then finally transferred to Lavelle who was also very rude and evasive and extremely unhelpful. He refused to let me speak with a supervisor when asked, but he did tell me his name is Matthew. He also threatened to hang up on me. I find this extremely unacceptable and would like something done. Feel free to contact me for further information. My name is Scott Nix and my contact number is my mobile at [protected].

According to KXAN News they covered a program for Disabled Veterans to use the toll roads. I started using these roads according to the map provided on the txtag website and a month later received a bill. I contacted customer service and was told I would have to pay the bill and that I was using a section that was not covered by the program, but they could not tell what part of the road that was and that if I use it again I would be billed again. The map does not label or show where this imaginary line is that I start getting billed for and driving on the toll road there are No signs indicating what section of hwy 130 is where I will be billed for. They insisted that the road is marked but I have gone back and looked and see nothing indicating the so-called sections 1-4 of SH130. I paid the bill and when I did- it indicated that I have more charges coming. So is there a Veteran Discount Program or is this another bait and switch scam to get more people to use the toll roads and then charge them for it after they use your toll roads? I have no idea what part of the sh130 road can be used and apparently your customer service does not either. I expect to get a refund of what I just finished paying and if I get no better response than that of your customer service I think KXAN will need to revise their story for disabled Veterans.

I've had a TxTag for close to 2 years now, they have always charged my debit weekly and I had no problems until suddenly I'm getting past due invoices with a lot of late charges tacked on. I spent countless hours trying to get this resolved and finally paid over $360.00 in tolls and late fees. The rep that I was talking to verified the debit card on file was the correct card. I was told that they will take care of the issue and my TxTag should work with tolls automatically charged to my debit. Well, same thing, except now It's $516.99 with absolutely no previous invoices sent. Half of this amount are 1st and 2nd notice late fees. This is fraudulent, and erroneous late charges. I refuse to pay these late fees when they have had my billing information on file. What do I do?!

This is most dysfunctional outfit I have ever dealt with (and i've been around a long time). I have dealt with not receiving a billing statement for 3-4 months at a time. I have dealt with txtag creating numerous accounts for 1 car. Last straw? They overcharged me and instead of generating a refund ($81) like they stated they would - they took it upon themselves to apply the $81 credit to my business account (separate account - not linked) without consulting me or obtaining my approval! The explanation was that since both accounts have the same address they opted to apply the refund to my second account. Why I asked? Why was that necessary? My payments are always current and paid in full! Why would they do that? Of course - they couldn't give me an clear / rational explanation - except - I know how you feel and of course when you need a supervisor - they are never available! [censor] they don't know how I feel. I have started avoiding the austin toll roads whenever possible - leadership, customer service on down are a bunch of minimum wage [censor] - and if they aren't - they sure act like it!

I have yet to receive a bill for the last 6 months. I know I have been on the toll road. I used to have a tag, but got rid of it because they rob you blind with that access. So I was paying as I go. But you cant pay if you do not get an invoice, I like to see what I am paying for, as txtag is notorious for mistakes. I have called, they state they have mailed it out. My address is correct, nothing. They give me some outrageous amount, of over 100 dollars, but will not email me anything, since we have some issue with mail. Then, I email their customer support team, asking what my balance is, they email me back stating that I have a zero balance. Go figure. Now I call back, because they state they mailed out my invoice on dec 2nd. Its 26th. Still nada. I call yet again, I owe more, 110 dollars, but no invoice, still will not email to me, and cannot tell me why they told me I have a 0 balance. I mean which is it? They suck, someone needs to sue them, and get rid of them. Put the coin machines back, I will pay that way if I have too

My husband and I sold our vehicle last June. Toll charges made in July were charged to our "TexTag account" and we were sent a bill.
To start things off, TexTag will not let me handle this issue because my name is not on the account. We did not open this account; it is a computer-generated account that TexTag opens. Even though both my husband and I are on the title and registration of every car we have ever owned, TexTag only put his name on the account. Since my husband has a demanding full-time job, he doesn't have the time nor energy to handle this issue - but TexTag insists upon it. So, he writes a letter disputing those charges and informing them that our title was transferred by the DMV on June 6. We even told them who the new owners are.
A couple weeks later, we get another statement, showing that their system credited us those erroneous charges and the mailing fee. Good!
Unbelievably, they made additional charges to our account FOR THE SAME CAR after the date they issued us the credit! So my husband has to, once again, write another letter disputing those charges and repeating that we do not own this car. They also didn't bother to check the DMV records that shows that I was indeed on the title for this car prior to June 6.

I just Googled "erroneous charges made on TexTag account" (which is how I found this site). Apparently, this has been going on since at least 2015! Come on, people! Any other company that did business this badly would be out of business.

I get bills even though I have a TX tag account.

Late fees for said false billing are extremely outrageous.

Billing errors are far too common and inexcusable.

The phone system is always "experiencing high call volume" or is just plain closed.

I am far too busy to deal with this nonsense. This is why, I suspect, TXTAG gets away with this [censor]. I voice this complaint without "specifics" because I'm tired of dealing with it. I feel sorry for the poor schmucks who work for this sorry excuse for a "business."

I'm sure this complaint will fall into a black hole and is a complete waste of my time, but it helped prevent me from yelling at one of your hapless employees.

Yet again, working with TxTag customer service is like a lottery draw. Sometimes I get an insightful, kind, receptive, understanding human being with a likewise Supervisor willing to honor my responsible customer status with adding TxTag rate reductions to tolls that were charged full price. The next customer service rep I am connected to is confused, argumentative, closed-off to insight, assumes there is no way to make adjustments, won't assist with reconnecting to the previous kinder representative and refuses to show integrity or honor toward my long customer history of responsibility.
My goal today 10.12.17 was to add a new used car to my TxTag account (recently acquired 2002 Civic from OHIO with many repairs needed) and pay the amount due for tolls that I have been driving for the past 1.5 months while I make repairs to get it to pass inspection. The first customer service rep (Carlos Martinez) and his supervisor understood the complications involved with adding this older "under the weather" OHIO plated car to my account considering the difficulty with getting it to pass inspection & registered in TEXAS. Carlos understood as well as his supervisor. He placed me on hold while he was applying the Supervisor approved TxTag rate reduction to the full-rate billed balance of $153.73. I was on hold for 15 minutes then all that progress was wiped away, as if it had never happened. I wish I had recorded the conversation with Carlos.
After 15 minutes on hold the phone system rang me to a different representative by the name of Valerie. I relayed what had already been accomplished with Carlos Martinez. She did not fully understand, even after describing it in different ways. With her closed-off unperceptive mind she made assumptions twice that someone else would need to pay off the bill before I could place it on my account. I had to simplify my explanation to "No, I drove the car with this OHIO license plate since Sept '17. I am a decent human being responsible for paying the tolls that I drove. No one else. " She put me on hold twice to speak to her Supervisor (Eden). They refused to contact or connect me back with Carlos Martinez, using the excuse they could not prove I spoke to Carlos because their computer system had no notes. Of course there were no notes. Carlos was probably still on hold with my account or making notes while I spoke with Valerie.
This is the third or forth time, this similar scenario has occurred when I have called Customer Service. Yes, I realize the TxTag rate vs Mailed rate would not save a huge amount of money. My point here is in the inconsistent interactions with customers is extremely frustrating, disrespectful, and unjustified to be honored by one person then treated like I am trying to "get-over-on-them" by the next customer service representative.

My vehicle was towed and the tow yard did not contact me for several months, thus racking up an amazing bill of over $800. The car wasn't worth much more than that, so I decided to bring them the title. I started to get Toll bills, so I called the tow yard and they said they auctioned the vehicle and must have forgotten to take the plates off. I went to the D.O.T. to report it, took the documentation to the Tx Tag office and they said everything was taken care of and removed the balance. I continued to receive bills, so I called the Txtag office, they said, they do have the documentation, but there is another pending toll bill and could I call them back once it's posted and remind them to remove the balance again. I told them, "NO", close the damn account, you have documentation., flag the account, right yourself a note, do whatever you have to, but, I'm not calling in again...I'm not calling in every month. Here it is 8 months later and I'm still getting bills...What else can I do?