TxTag.org Customer Service Issues

Four days ago, my husband and I received a statement from TxTag for account number [redacted] in the amount of $99.41 as the "Total Amount Due" and receivable by 2/15/19. We were not aware that TxTag would have separate accounts for our two cars - something I just learned yesterday afternoon when I called to get help with this confusing situation. While polite enough, I learned that a PO box was used for the billing! We've not had a PO Box for nearly 4 years now and have been at our current residence for 2 years this March. We've only owned the vehicle attached to this account number for a little over a year and it's registered, after the transfer of ownership from my mother, to this current address which is appears you now have. This bill is the FIRST one we've received with this account number keeping in mind we thought we had one account and have paid faithfully whenever we've received past statements. You can imagine our surprise - this bill for $99.41! We had no idea we owed this amount to you since we've never received a bill! As the phone rep told me yesterday, former bills were sent to a PO Box and not the 2-year current house address. Prior to this house address, we lived in an apartment and never had a PO Box related to that location either. This car has never been in our possession when we had a PO Box which was 4 years ago in Bynam, TX. All fees should be waived as it's impossible to pay a bill that you haven't received. We have received statements from you and paid them all. How could we know that there was another account for us and a statement being sent to a PO Box we haven't had in nearly 4 years - longer than we've owned the car related to this account number? When my husband called today, the incorrect billing address (PO Box) wasn't even mentioned! He has given permission for me to handle this account, however. Another point of confusion is why he was told the balance owed was $[redacted].07 when this bill clearly states our balance is $99.41. We are asking that all fees be waived, a new statement be issued with the amount we actually owe and want to pay be sent to our address since you have that correct info now and have had it for almost two years with the other car. We would appreciate an email response as well. I do plan to get a TxTag in the near future, but I would like this matter cleared up before I set that up with you. We want to pay you the owed amount, but feel the fees involved are not warranted since you can't pay a

My fiancé had an outstanding bill of over $[redacted]. He set up a payment plan on the TXTag website to pay off the debt in monthly installments of $[redacted]. However, on the first payment, they charged the total amount of approximately $[redacted] instead of the agreed-upon $[redacted]. We contacted customer service, who promised to correct the error within 3-5 business days, but nothing happened. After numerous calls and more promises of corrections taking longer than expected, we decided to initiate a chargeback through our bank. Unfortunately, we discovered that the account that processes payments quickly transfers funds to offshore accounts, making the chargeback process unsuccessful. TXTag is now refusing to cooperate with us, citing the chargeback as the reason.

I recently received a bill from TxTag for a toll on a vehicle I no longer own. After contacting TxTag, I was advised to submit a VTR-[redacted] form, which I did. However, when I visited the finance/DMV office in Rockport, they refused to take the form. After reaching out to the TxTag agent again, I was instructed to send the paperwork directly to her. Despite doing so, I received another bill with late charges. Upon contacting TxTag once more, I was told to fill out a form on TxTag.org, which I couldn't locate. I am willing to email the form as an attachment, as I did previously by fax from Rockport mail center on February 19th. I am feeling frustrated by the process and would appreciate clearer instructions from TxTag. Thank you, W. Drews

To the Complaint Department: Since 11/13/[redacted], we have been using toll roads, but despite our efforts, your agents have not been able to correct the multiple errors in our account after three months. We are closing our account due to unresolved discrepancies. We have followed your protocol by mailing invoices with proof of payment and uploading the same information to your website. Even after they repeat our correct account number ([redacted]22), your staff cannot locate our account. I have filed a dispute with confirmation no. V[redacted]2. You are auto-replenishing my account and using the funds, but still charging me full price for tolls. I had to close my account verbally over the phone and on your website. This level of customer service is unacceptable, and I am requesting a response from a manager about this situation.

Recently, I received statement #[redacted]20 for Acct. #[redacted] from TxTag, indicating a toll charge in Austin for $2.45, which I find to be inaccurate. My wife and I, both in our 80s (I am nearly 90), rarely venture outside of Graham, Young County, Texas, and certainly have not driven to Austin in a 20-year-old vehicle in decades. The charge is clearly erroneous as we have not visited Austin for 30 to 50 years. This is not the first time such an error has occurred; a similar incident happened approximately three years ago. I request that this statement and account be cancelled, and the unjust charges be removed or directed to the correct party responsible. It seems there is a need for some improvements in the system in Austin to prevent these inaccuracies from happening in the future.

In either June or July, my checking account was charged over $[redacted] in a single month without my knowledge until I paid my rent. I've been in touch with various customer service representatives from txtag, and they all mentioned it was for overdue payments. I have never had such a large sum withdrawn from my account before. Last month, a representative acknowledged that I was charged as if I didn't have a tag, even though my account was closed when I sold my car and no money was owed. Despite the note left in my profile for review, the issue persists. This month, another representative explained a different process, contradicting the previous information. I've been dealing with this problem for 6 months now and need it resolved.

I sold my [redacted] Ford Van to the individual handling my estate sale for my household goods before relocating to China in November [redacted]. Despite providing the new owner's details to TxTag.org, I am still receiving bills for violations related to the vehicle dating back over 2 years. While residing in Texas before my move, I never had a TxTag account, nor did I utilize Toll Roads. Since I now live in China, communicating with TxTag by phone is costly and challenging, leaving me unable to resolve the issue directly with TxTag.org regarding the continued billing discrepancies.

Regarding Acct # [redacted], with a Statement Date of 02-12-[redacted], I have recently received a bill from TxTag for 12 unpaid toll events occurring between 2/17/[redacted] and 3/09/[redacted]. It is important to note that both the vehicle and the License Plate number GVW0039 have been recorded, even though the vehicle in question was declared totaled by my insurance company, Progressive, back in August of [redacted]. Progressive has since taken ownership of the vehicle and transferred the title to their name. Due to this change in ownership, I am no longer associated with the license plates or VIN number, and I am unable to request a Vehicle History Report as per the law. I have attached a letter from Progressive with a Point of Contact listed for verification purposes. Kindly remove the charges linked to my name and redirect them to the new owner of the vehicle, who seems to be unlawfully utilizing the old plates.

I purchased a TxTag for my previous vehicle back in June [redacted] but never placed it on my windshield. After selling that car in September and getting a new TxTag for my current vehicle in October with updated plate information, I've been receiving bills from TxTag with a different account number. I've been attempting to contact TxTag by phone for two hours daily to rectify this issue, aiming to transfer the bill to the new car's owner and settle any fees related to my old vehicle. Despite contacting TXDOT, who redirected me to TxTag customer service, I've struggled to reach a resolution. Assistance with this matter would be greatly appreciated.

I am attempting to cancel the account belonging to Katie Mozelle Clark. Unfortunately, she passed away a month ago, and I am currently in possession of her car, which is being transferred to another individual. The address listed on her account is [redacted] E 8th Street, Elgin, TX [redacted], which was her former address. Her address at the time of her passing was [redacted] Arbors Circle, Elgin, TX, which is my address. I have been unable to cancel her account through the automated system as there is no apparent cancellation option available. You can reach me at [redacted] or by email at [redacted]

TxTag.org seems to be intentionally avoiding contact, making it difficult for my wife to address past due charges since June [redacted]. Despite numerous calls, she's only directed to the Habitual team for payment arrangements. Each time she manages to reach a representative, she's told to wait for a call back from the "Habitual team." It's now September [redacted], and we're no closer to resolving this issue. The promises made by TxTag.org representatives about resolving the charges have not been kept, leading to accumulating late fees and potentially false charges. Many online complaints echo our frustrating experience, suggesting a pattern of poor customer service with TxTag.org. We are seeking assistance in rectifying the situation and removing any erroneous charges so she can pay what is owed promptly. TxTag.org's uncooperative stance is hindering her ability to update her vehicle registration. If anyone has suggestions on how to address this without further misleading information, we are considering contacting KXAN investigates for assistance.