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New TxTag Website Causing Billing Headaches For Some Customers

Updated: Tuesday, August 12 2014, 09:17 PM CDT

If you're having trouble paying your TxTag bill, you're not alone. A new website that was supposed to fix billing headaches is instead causing some. 


According to the Texas Department of Transportation, there are 1,250 TxTag customers who can't access their accounts. Michele Howse is one of them. 


"No more funds in your account. It was really odd," said Howse. 


Howse says her TxTag troubles started this summer. That's the same time a new vendor took over the website. At a June news conference, TxDOT promised Xerox would simplify the billing system and make it less of a headache. 


"We listened to our customers; they told us what they wanted. So the new benefits that we are rolling out are exactly what they asked for," said TxDOT spokesperson Veronica Beyer at the news conference. 


Not, if you ask Howse. 


"I think, actually, it's worse," said Howse. 


So, she's back at the TxTag Customer Service Center trying to prove she's deposited $25 in her account every month since April. Finally, what Howse couldn't do online or on the phone, she accomplished in person. 


"They found my money," said Howse. "They reversed all the charges and I have a positive balance." 


One down, 1,249 customers to go. 


"I don't know if it's just a thousand. It could be more," said Howse. 


Customers are being promised a fix to their TxTag troubles by the end of August. 


"I'm just glad it's done for me," said Howse. 


TxDOT declined an on-camera interview. Instead spokesperson Veronica Beyer gave KEYE TV this statement: 


"Our transition to a new toll accounting system has proven to be more challenging than we anticipated, but we are making progress. An overwhelming majority of our customers' accounts have been transitioned to the new system. To date, 2,705,313 customer accounts have been transitioned, leaving only 1,250 left to move. These 1200 are violation accounts and are in the process of being validated. The validation process is taking longer, but we anticipate these last remaining accounts will be migrated between mid-late August 2014." 


If you have any questions or concerns go to www.TxTag.org or access the new automated phone system at 1-888-468-9824 at any time. TXDOT says customer service representatives will be available to take calls at that same number from 8 a.m. to 5 p.m., Monday through Friday.

By Bettie Cross

New TxTag Website Causing Billing Headaches For Some Customers


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