We're practically stalking them to give them the money we owe them,” Louviere said. “They couldn't have been more unhelpful to us when trying to set up a payment arrangement. By the time a manager called her back, it was too late. She continued to call TxTag multiple times between April and June and spoke with representatives who told her to be patient. But when she realized her toll usage wasn’t being automatically debited from her account, she called customer service and an employee told her a manager would call to set up a payment plan at a later date. In hindsight, Louviere admits she shouldn’t have moved the TxTag from her old vehicle to her new one. Louviere said the escalation of fees on her account could have been prevented if she received adequate customer service when she first tried to pay her $412 bill. Weber resigned in October 2015 and in January of this year Xerox handed over customer service and billing to a new company, Conduent.īut, despite those changes, drivers say they’re still facing the similar frustrations. Joe Weber promised after an “unsatisfactory” audit rating. “I would just tell them that it's getting better and as a result of this audit and the action plans and some of the actions we've taken it's going to get better,” former TxDOT executive director Lt. Issues with TxTag customer service and billing have been ongoing for years and even resulted in TxDOT fining contractor Xerox in February 2015 for not meeting the terms of their agreement. “Now it’s come time where we still have no resolution and the cost of us to continue to pursue these – we have to be able to recoup some of those costs.” “(The collection letters) are advising the customers that we have made every attempt to collect this toll on their behalf without the fees,” said Linda Sexton, deputy division director of toll operations at TxDOT. And, the number of Texans affected could be even higher since the Texas Department of Transportation, which oversees TxTag, said each account could have more than one vehicle tied to it. This year, more than 2.2 million Texas toll accounts had a bill sent to the agency Perdue Brandon Fielder Collins & Mott, who added nearly $1 billion in fees to drivers’ accounts, according to information obtained by KXAN through an open records request. According to a Houston-based collections agency, her account was overdue and she was hit with a $25 penalty for each individual toll. “There had to be something mistaken because we hadn’t done anything that was worth $6,000.” “We assumed there had to be some sort of computing error, human error, something,” said Louviere, of Pflugerville. The bill showed she owed $5,750 in administrative fees for only $412.85 in toll usage. TxTag Troubles: Nearly $1 billion added to TxTag accounts as billing woes continueīy Sarah Rafique, Brittany Glas, Josh Hinkle & Ben FribergĪUSTIN (KXAN) - Mela Louviere let out a laugh when she opened a collections letter for her TxTag toll account earlier in June.
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