Texas Department of Transportation / TxTag.org

Beginning October 2020 TxTag has been installing a new online service and the current service is very limited for customers and no statements to access online.

The service has been horrible and no statements I have requested have been sent to me since access to statements online is unavailable. I get a copy of the same response each time I have inquired & requested statements. I can not verify or reconcile account.

I am complaining because it does not take this much time to get a customer their statements if they can't post them online.

Sorry online service and you get to keep taking our money without any reference for the customer. Please I need all statements on this account [protected] since October 2020. Thank you

Mail to the address on account it is correct.

The email below is not from a supervisor as a supervisor would take ownership of a situation and not ignore the complainer. I have not received a statement since October 2020, TxTag uses the standard robotic excuse of that they are aware of the situation and are working on it. How can they work on something for a year and not get it resolved? The statements are still not accessible on my account and they have only just reinstated the transactions tab within the last month after a complained, before that, I have had 1 year of being unable to view or access any toll transactions and they still expect me to pay blindly without any knowledge of anything.

At least TxTag can outsource to a company other than Faneuil Inc!

Fri 9/24/2021 3:34 PM
Good afternoon Mr. Ross Anderson,

I have submitted your request to escalate to someone higher up in management and they will be reaching out to you to further assist with your concerns. I have made sure to communicate your account history as well as the previous correspondence so that they have a full understanding of the situation when they contact you.

Thank you for your business with TxTag. Have a wonderful day!

Respectfully,

Courtney Elkins

Faneuil Inc. - Call Center Supervisor

My wife and I are both retired. We do NOT use the toll roads every day, however, recently, we have been getting charges of over 300 dollars in a 1 month span. I called TX tag and the customer service said they would look into it and hung up the phone on me. There HAS to be something SERIOUSLY wrong with my account and it is NOT being looked into! The 300 dollar charges are only part of the problem. I was told that the extreme charges are to "catch up" with previous charges that were not made since October 2020, however, I've been charged for all previous months since October 2020 with the exception of January. We do NOT use the toll roads enough to justify these charges and upon looking at the information that's available, the amount of the charges do not coincide with the toll data acquired from spreadsheets. We asked for statements to back up the charges and thus far and TXtag officials have not produced them. In fact, the most recent statement available dates back to October of 2020, which is totally unacceptable. I was told that the statements would be sent, however, they have yet to do so.

Received another bill from txtags, after I have already pages off the whole thing! Account number-[protected]. Statement period 7/07/20 to 8/11/20. I was not, or haven't been to Austin since I pages in full my whole bill, and late charges. This is my 2nd complaint. Please call me at [protected]. I tried many times to use your [protected] number. Waiting times are way, way too long. Once even to the close of business. Please fix your errors, and let me know when it has been done.