AUSTIN, Texas — As TxTag prepares to transfer billing and customer service duties to the Harris County Texas Toll Roads Authority, here's a look back at issues and what an expert thinks about the change.
From autopay issues to over charging customers, TxTag – operated by the Texas Department of Transportation – has a history of billing problems.
"When I asked them how this came about with the actual $700 bill at one time, they said that they noticed that some of their customers were just not getting statements and so there were no late fees," said TxTag customer Lenore Brady in 2023.
"There's no ability to get anything fixed there. They're making errors like crazy," said TxTag customer Keith Billington in 2022.
Back in 2021, the toll collection system had to fire toll operations vendor IBM after a botched system upgrade, which led to many customers being overcharged. It had to refund more than $11.7 million.
Shortly after, the Central Texas Regional Mobility Authority paused billing for TxTag for eight months, stating TxTag's data was unreliable.
"A lot of these toll authorities have similar issues," said University of Texas engineering professor Chandra Bhat.
Bhat said while only about 2% of customers have these types of issues, it's still substantial.
"Quite a bit in the millions, you know, sometimes close to 1.5 to 2 million," said Bhat. "It could be a little more than that."
Now, TxDOT is hoping to have the Harris County Toll Road Authority take over billing and customer service. The agency has been established in the Houston area for over 40 years.
Bhat said it's a great Idea for TxTag to transition to a collecting authority that is in the same domain of transportation, as opposed to an IBM. Right now, TTEC Government Solutions is the current vendor.
"With a very experienced toll collection authority, which is in this domain, I feel like that customer service will be elevated," said Bhat.
Poor customer service was a big critique from people KVUE has interviewed in the past.
"I waited an hour on hold," said customer Aimee Ash in 2022. "So, you know, my time is usually worth more than $3 an hour."
Bhat said while HCTRMA isn't perfect, it'll bring a lot of benefits, including paying tolls and allowing people to get help in-person at retail locations like Walmart and H-E-B.
"I am hopeful that as this transition happens, things will improve," said Bhat. "I'm very pleased that TxDot is taking some steps to allay the anxiety. It's not only the cash issue over here being slabbed; it's the anxiety issue."
As for the possible transition with such a large volume of customers, Baht said hiccups are expected.
The Texas Transportation commissioners have to approve the change before it can go into effect in early 2025. If approved, the tag would continue to work on toll roads in Texas, Oklahoma, Kansas and Colorado, and TxDOT would continue to set toll rates and own and maintain the toll road and equipment.