Complaint Review: TXTag - Austin Texas

I have been "attempting" to communicate with the TXTag Toll office via email/phone since October 17, 2016. I emailed to ask why I had received a bill with interest added onto a toll fee that should have been automatically paid by the card on file with them that I had set up with autopay to avoid receiving bills. I was responded via email to be informed that they were looking into my inquiry and they would get back to me with their findings. a month later, I still hadn't heard back, so I messaged them again stating that I was still waiting to hear from them, with no response until December 19th, 2016.

The response was short, generic and not an actual answer, they attached a pdf stating that the reason I was charged a toll fee was because my vehicle had never been registered with a TXTAG account. (Which is odd, considering my vehicles had been registered an working with the TXTAG sticker for over a year at this point. One day, the sticker just stopped working and my fees weren't being removed from my sticker any longer, causing the balance to build, unbenounst to me until I received a large bill.)

In the meantime, my husband called the TXTAG office when we got new license plates to see if that was why the stickers had stopped working on our account, and they told him that no, the new plates would automatically be switched over and the stickers would begin working with the new plates. 

I then emailed them again saying that their email didn't answer my questions, and was incorrect information, that I would like them to give me the contact information for someone who would actually be able to help me, and they never responded. I logged into my account and paid the fees so that they wouldn't continue to escalte, as they had gone from $32 to over $160 in the time I was waiting to get my issue resolved and my tags up and running again so this wouldn't happen again. I paid a balance of $162, and an additional balance that had apparently acrued on my other vehicle for $180 (I avoid the toll roads at all costs, so I am not sure how I could owe so much money) and figured that had resolved the issue at least, so I wouldn't have any additional headaches later.

I then received a bill in the mail for over $500 that reportedly was from a "separate account" , however I had paid both of the accounts off and hadn't used the toll road again in that time. I thought maybe it was a mistake, and the amount I had paid hadn't been adjusted and once they finalized my payment on their end, that it would clear up, however I then received another bill in the mail shortly after for over $2000, because apparently my account had been sent to collections, and collections was adding on interest, even though my bill was received as a TXTAG bill, not a collections bill, and when I made a minimum payment on this to keep interest from continuing to accrue, the payment went to TXTAG NOT the collections agency, meaning that the collections agency is continuing to add late fees, even though I have paid off TX TAG for the balance they sent to collections, and additional money.

I went to the "Customer Service" office, and received no assistance on any of the issues, and they asked why I was paying them the $162, $128, and $189 payments that they had billed me, since those were due to collections, and not them..... sooo, basically when I attempted to pay the amounts I "Owed" them, via THEIR website that showed I had a balance owed, none of it was even going towards my bill, causing it to continue to acrue fees/interest when I have been trying to resolve this on my end LONG before it spiraled out of control like this. The women at the office said there was absolutely no one there who could do a thing for me (after being denied the priviledge to talk to a manager) I was sent on my way saying that this was something I would have to try to beg the collections agency to work with me on, and see if I could talk them down on the fees. I asked them mulitple times if there was someone at the office who could write a letter on my behalf to the collections agency, in order to show that I had been attempting to work this out with them before the bill was even sent to collections in the first place, and stating that I had paid them the specified amounts that were sent to collections to begin with, in order to resolve the issue with them and they wouldn't write anything, nor would they let me speak with a manager. They gave me a 1-800 number to call, and the collections agency to deal with the issue myself, even though she had said that she saw my payments and wasn't sure why I had submitted the payments to them since I didn't even owe them anything.

I am beyond irritated with this whole ordeal, and I will be avoiding the Texas Toll roads at all  cost from now on. I do not wish to ever give them another penny with the horrible service I have recieved from them.