North Texas Tollway Authority

[powerboatr]

Can anyone point me to a number they actually answer to take customer calls? the 972-818-6882 and 817 731 6882 just rings or busy
I keep getting a toll due bill for a toll crossing last july 4th, yes july 4th of 2013...
I have Disabled veteran plates and should not be charged a toll but today they sent me a toll bill for my truck that was ON TOP Of a autohauler trailer on july 4th
yep no touchy the ground it was being carried by a trailer.

thanks
i dont live in the dfw area, so a personal visit is not ideal...

[suthdj]

Cant answer the question, but I bet a news outlet would like to hear about it.

[powerboatr]

after two hrs on the phone waiting for a "rep" i was able to speak to a human.....
i should have recorded the call.
yes we sent you a bill for your truck that was on a trailer, because we could see the plate on the trailer...so i asked why then did you send me a toll bill for the trailer? hmmmmm
answer:
because the camera couldn't see the trailer plate.
I asked again, why then send me a bill for the trailer if you couldn't see the plate?
answer: the picture couldn't make out the plate on the trailer
I said can you as the supervisor see the WHOLE picture on your screen and not the itty bitty picture of my plate you sent me?
he said yes....
So i asked if he could see the trailer tag....a long pause and he said YES of course.
so I asked WHY DID YOU SEND Me a toll for the truck on the trailer, if you can see the trailer plate?
this went on for another ten or so minutes and i told him he is not the IRS and cant just make up stuff

then i screwed him up further
mind you the trailer was being pulled by my 40 foot motorhome/bus
so i asked in his picture could he see the LARGE dark brown and red object pulling my trailer that had my truck on it?
he said NO, so i asked if i would be getting a toll for it as well using my truck tag? He didnt find it funny and told me i needed to pay the toll, or i could be forbidden from using the gb toll road..... or not be allowed renew my tag
I have no issue paying it.
this use of the toll road was last year...4th of july to be exact... i asked why it took 361 days to bill me

[RoyGBiv]

I'm working a problem with NTTA and TxTag.

I have a TXTag
NTTA sends me an invoice.
I call NTTA, ask why they didn't bill my Tag
NTTA says I need to work it out with TxTag.
I call TxTag. They said "send us a copy of the invoice and we'll work it out with NTTA"
3 days after sending the invoice I get a note from TxTag to please "as a one time courtesy", pay the ZipCash bill to NTTA.
The ZipCash bill is 40% higher than the cost of billing it to my TxTag.. I told them "Absolutely Unacceptable"

Still waiting for their reply.

[cb1000rider]

No defense for the level of competency in regard to their customer service. They're providing their customers exactly the level of service that they pay for.

In terms of why did you get the toll?
If you cruise through the tollway, absent a toll tag, the system identifies the number of axles on your vehicle through magnetic induction. Number of axles is important for billing.

The system takes a photo of the front and rear of the vehicle. An automated system tries to identify what looks like a license plate. Then the system uses text recognition to figure out what your license plate number is. Based on that number, they lookup the registration and send you a bill. No humans are involved.

The system makes mistakes. Obviously, in your case, it found a license plate on the rear of the vehicle and used your plate for generating the toll, even though your RV tag was billed. It was billed, right.

Generally, the system - if it picked up your motorhome toll tag, it shouldn't use the picture of the rear of the vehicle to generate a second fee. Likely that setup is so long that it's abnormal and looks like multiple vehicle. To get out of this, you'd need to show where your RV toll tag was billed at the same location and approximate date/time of the toll that they've sent you in the mail.

I don't know if their customer service reps can actually "make it go away".


To be completely honest, I've had a few issues with the toll authority on things like this. They're probably up $20 on fees that I didn't owe, that I simply didn't want the blood-pressure raising experience of dealing with the non-customer service, sending in affidavits, and going though the whole thing multiple times.

[RPBrown]

Or, they thought your truck was pushing the trailer which was then pushing the RV so you get charged for all 3

[sjfcontrol]

Would it be illegal to cover the plate on the towed vehicle? That might solve the problem in the future.

[powerboatr]

they never billed my rv.
if they took a front and back photo....like at the immigration check point on us 77 they would have seen the rv????surely
after wards my wife asked to me call my trailer builder and ask how it is a trailer fully loaded with a pickup on its deck, can magically roam the toll ways without the need for a tow vehicle
i included a pic of my lash up.

i just couldnt get over his insistent remarks of sending me a bill for my truck that was loaded on the trailer..because they couldnt see my trailer tag. But then turn around in the same conversation i asked why did he send me a bill for the trailer if you couldnt see the tag.

as a good person i will pay the toll, only to lessen the black suv arrivals. I will keep poking the powers at be about it.
they are almost as bad as our water company, southwest water/monarch their cs persons are the boss and will even state that over and over.

[C-dub]

I have only had to talk with anyone at the NTTA maybe a half dozen times since the George H.W. Bush tollway opened and have had nothing but good customer service with them, but I might be an anomaly.

[RoyGBiv]

My final "resolution" with TxTag this afternoon....

Paraphrasing.....
"Sorry, but NTTA is refusing to bill your TxTag account, so you will need to pay the NTTA invoice at the full (ZipCash, 40% higher) amount".
Me: You have a relationship with a vendor and they decide not to honor it whenever they fell like not honoring it?
Them: There's nothing we can do.
Me: Yes there is.... you can make your vendor live up to their end of the relationship. That's what I expect when I put your tag on my car.
Them: There really is nothing we can do. They are refusing to bill your account. All we can do is verify to them that at the time of the toll your tag was active and had sufficient funds to pay the toll. They are refusing to fix it.
Me: So, why do I have an account with you if NTTA won't bill it?
TxTag: You might be better off, since you live in Dallas, having an NTTA tag.
Me: Please close my account immediately.

[cb1000rider]

I worked on these systems for a number of years. Here's another little piece of info:
Sometimes the card readers "miss" - I can see this happening more frequently in an RV as the windshield is flat and the RF doesn't reflect up to the receiver. When the card reader misses, they take that auto-magic photo of the license plate. The license plate is looked up and if found to be associated with an active toll tag, they bill the tag at the discounted rate. At least that's how it works in central Texas.

If your car has a toll tag, they should have billed at that rate.

Honestly, you could have disputed the whole thing - as the car was being towed on a trailer at the time. How long that would take to get through the maze of incompetence, I'm not sure.

Closing your toll tag, although it sounds like a good means of protest, will accomplish nothing. It'll only result in higher tolls in situations where you could have been billed at tag rates. These businesses are established, they're not going away, and I don't think they care if they lose 1 customer or 100 customers.

And I agree with someone above - if your car is towed, there's no reason to display a license plate. Likely that would have made you "untraceable" in this case as they didn't capture the right photos.


I really dislike these systems and go out of my way personally to not use them.

[lonewolf]

I used the toll road last weekend and am curious to see what the bill will be. Both my truck and the motorcycle have toll tags, but the motorcycle was on the trailer, which only has one axle and no toll tag. By all rights I should pay for three axles on my truck's tag, but I bet I get charged for that and the motorcycle as well, since its tag must have been "read" as well......

Should be an interesting invoice.....

[cb1000rider]

I can tell you that this particular case - car + trailer with 2 toll tags isn't a "tested" or qualified case. A car + trailer (3 axles) is, but the 2nd tag should make it interesting.
If they bill both, I guarantee it's not worth your time to try and de-tangle it... at least in my experience.

[RPBrown]

Funny thing, I have never been charged for my motorcycle going through a toll booth. Don't know if it can't read my license plate due to the tour pack or what but I ride a toll road several times a week and have never received a bill.

[gemini]

Funny thing, I have never been charged for my motorcycle going through a toll booth. Don't know if it can't read my license plate due to the tour pack or what but I ride a toll road several times a week and have never received a bill.

I had that same experience, until last year. They finally sent me a bill. I had to be on and off the toll system
several times in one single day. I think that's what triggered the bill. Maybe I need to get a tour pack..........