![]() Woman and to have her call me and sob and cry and beg me to remove thoseĬharges. It when she first called,” said the former employee, who quit her job It should have never gone to collections, they should have caught “When I looked into her account, again, it was sent to the wrongĪddress. Hospitalization of her daughter received “threatening” callsįrom the collections agency over a delinquent bill that wasn’t her Reasons, said a woman dealing with the death of her mother and On another call, the former employee, who requested anonymity for personal Spoke with a man who said his 88-year-old father racked up heftyĬollections fees even though he doesn’t drive anymore. While fielding calls from hundreds of frustrated drivers. Legally, and make sure that there was consumer protection.”Ī former TxTag customer service representative told KXAN she felt powerless “I really felt that we really needed to take control, What has caused so much dislike for toll authorities and toll roads,” Pay at the end of the day, it creates a dislike for tolls and that's really “When you are unfairly hitting people with fees that they can’t Minjarez said there’s still work to be done next session since sheĭoes not believe the amendment caps collections fees, which can amount to Important to keep in mind, we are still in the planning stages. Spokesperson Veronica Beyer said earlier this month. “The proposed rules don’t address this yet,” TxDOT Referred to as Senate Bill 312, isn’t expected to affect existingĪccounts and it’s still unclear if the cap on administrative fines Sunset Bill, will go into effect by March 1, 2018. The amendment, which was adopted earlier this year as part of the TxDOT Nonpayment of tolls at $6 per transaction and $48 a year. Minjarez, D-San Antonio, filed an amendment to cap administrative fines for Recognizing the burden excess fees have on thousands of Texans, Rep. That we owe them, not the crazy, sky-high, ridiculous fees that they, for ![]() We're practically stalking them to give them the money “They couldn't have been more unhelpful to us when trying to set up a By the time a managerĬalled her back, it was too late. With representatives who told her to be patient. She continued to call TxTag multiple times between April and June and spoke Mela Louviere reads her $6,000 toll bill. To set up a payment plan at a later date. She called customer service and an employee told her a manager would call Her toll usage wasn’t being automatically debited from her account, Moved the TxTag from her old vehicle to her new one. In hindsight, Louviere admits she shouldn’t have Prevented if she received adequate customer service when she first tried to Louviere said the escalation of fees on her account could have been 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 resolutionĪnd the cost of us to continue to pursue these – we have to be able Made every attempt to collect this toll on their behalf without theįees,” said Linda Sexton, deputy division director of toll operationsĪt TxDOT. “(The collection letters) are advising the customers that we have Mott, who added nearly $1 billion in fees to drivers’ accounts,Īccording to information obtained by KXAN through an open records request.Īnd, the number of Texans affected could be even higher since the Texasĭepartment of Transportation, which oversees TxTag, said each account could This year, more than 2.2 million Texas tollĪccounts had a bill sent to the agency Perdue Brandon Fielder Collins & Her account was overdue and she was hit with a $25 penalty for each According to a Houston-based collections agency, To be something mistaken because we hadn’t done anything that was “We assumed there had to be some sort of computing error, humanĮrror, something,” said Louviere, of Pflugerville. Showed she owed $5,750 in administrative fees for only $412.85 in toll Nearly $1 billion added to TxTag accounts as billing woes continue By Sarah Rafique, Brittany Glas, Josh Hinkle & Ben FribergĪUSTIN (KXAN) - Mela Louviere let out a laugh when she opened aĬollections letter for her TxTag toll account earlier in June.
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