In April, the agency held a separate information session for reporters citing “customer misconceptions as to our role in the tolling process, integration with other toll operators, operational coordination with tag providers, and our customer service and resolution efforts.” When a card is declined, the store likely doesn’t know exactly why it just knows another form of payment is needed. CTRMA’s top officials have publicly likened the agency to a store and cashier and compared toll tags to credit cards used to make a purchase. However, the agency said it is “confident” that in Wilson’s case, its “processes worked as intended.”īobbie Wilson holds her collection bill in front of her car (KXAN Photo/Matt Grant)ĬTRMA showed KXAN how its system operates, confirming it can only access very basic TxTag information - including if an account is valid. CTRMA said it doesn’t discuss customer accounts for privacy reasons. KXAN asked the Texas Department of Transportation, which runs TxTag, and CTRMA about Wilson’s toll bills that ballooned from a few dollars to more than $200. “Since they (TxTag) admitted that it was their error in the first place of why it wasn’t attached properly in the system, they (TxTag) should be dealing with it and not me.” It’s not something that I did wrong,” she said, when asked why she won’t write a check to put all of this in her rearview mirror. All of this, she said, came as a “complete shock.” However, even at a “reduced” rate, she said she is refusing to pay on principle. It’s unclear why the amount appears to have been reduced from what was asked last year. That amount was lowered to $94.70, according to a recent CTRMA online statement Wilson showed KXAN. $381M generated from Austin area tolls last year.
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