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TxDOT suspends pay-by-mail invoices, violations after billing errors

TxDOT says customers will not pay any fees they did not accrue

AUSTIN, Texas – The Texas Department of Transportation announced it has suspended its pay-by-mail invoicing and violations notices after thousands of customers complained of overcharges and ongoing billing errors.

TxDOT posted a message on its Facebook page that read:

“We apologize for the experience people are having with toll billing at this time. We believe we’ve captured all the issues and we’re in the process of correcting them as quickly as we can.”

“In the interim, we are going to suspend all Pay By Mail invoices and violations until we are sure we’ve got this issue resolved.” 

“Be assured – customers will NOT pay any fees that they did not accrue on their own. In fact, those customers with any of the Texas tolling authority tags – TxTag, EZTag and TollTag – do not have to call in; we are working with those tolling agencies to reverse the erroneous charges.” 

The announcement comes weeks after customer complaints. 

According to the Austin-American Statesman, tag holders received pay-by-mail bills rather than having the tolls subtracted from their tag accounts at lower rates.

TxDOT apologized to drivers last week who received incorrect toll tag bills or violation notifications for travel in some other states.

TxDOT also announced it was extending customer service hours from 8 a.m. to 7 p.m. Monday through Friday.

Customers with TxTags or who received a TxTag bill can call the department at 888-468-9824.  

We apologize for the experience people are having with toll billing at this time. We believe we’ve captured all the...

Posted by Texas Department of Transportation on Friday, July 21, 2017

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About the Author:

RJ Marquez

RJ Marquez is a reporter who has been at KSAT since 2010, and covered a variety of stories and events across the San Antonio area for KSAT-12 and KSAT.com. He also covers the Spurs for our on-air and digital platforms. You can see RJ regularly on KSAT News at Nine and Good Morning San Antonio.