Paid to park in Austin but still ticketed — license plate problems persist


AUSTIN (KXAN) — From toll roads to meter readers, there appears to be difficulty in Austin distinguishing between certain characters on specialty license plates, KXAN found.

The mistakes could cost drivers.

“The city confused the O’s in my license plate for being zeroes,” said James Marsh, who was ticketed after going for a short hike even though he paid to park.

On Sept. 30, Marsh paid $6.25 to park for three hours at the Barton Creek Greenbelt, records show. His time expired at 12:51 p.m., yet he was ticketed at 11:13 a.m., records show, with almost two hours of time remaining.

The problem, it turns out, stems from his specialty license plate: T-B-O-D-R-O. The name, he says, is an old nickname of his back when he was into bodybuilding.

“Back in the day when Jesse ‘the Body’ Ventura was a big deal,” he said.

Now, “Bodro” is wrestling with the city of Austin.

The meter reader entered in his license plate incorrectly. Instead of typing the letter ‘O,’ the meter reader typed in the number ‘0.’ That showed Marsh didn’t pay even though he did, which landed him the ticket.

Unlike regular license plates, I’s and O’s are only available on vanity ones. The rest of us are assigned ones and zeroes instead. It’s supposed to help avoid confusion. Instead, it has created some challenges.

“I learned my letters and numbers when I was 5 years old,” said a frustrated Marsh at his Austin home.

Not the first time for parking problems in Austin

In October, Stephen Heyman told KXAN it is “insanely frustrating” when toll scanners misread the I’s in his vanity plate as ones. His bills were sent to collections. In July, a meter reader ticketed a woman because she entered a hyphen in the ParkATX app. It ended up costing her $60.

Before KXAN’s report aired, another viewer wrote in to say he, too, is dealing with “unacceptable” problems regarding his vanity plate.

“I’ve been dealing with an issue since June,” wrote Will Townsend. “The TxTag system assigned a ‘1’ instead of the letter ‘I’ with my vanity plate and generated an erroneous bill that has been accruing late charges. Calls to customer service are never answered. Despite my connecting with someone that acknowledged the issue with my license plate after 5 months of following up and no reply, I’m simply told I owe the money which they turned over to a collection agency.”

KXAN forwarded his complaint to TxTag to try to help. A spokesperson said the Department of Motor Vehicles lists his license plate as WILLYT, with the letter I, but TxTag lists his license plate as W1LLYT, with a one.

“A TxTag Customer Service Representative will contact the customer directly regarding the account,” a spokesperson said.

As for Marsh, his ticket was ultimately tossed out. Still, he worries the same thing will keep happening. He says he explained his situation to an officer with the Austin Municipal Court and was told to enter a zero in the ParkATX app next time, instead of an O, in order to avoid any more ticket troubles.

“To me, that felt incorrect, because you’re basically lying to avoid a problem,” said Marsh. “So, I really felt in a Catch-22. What do I do now?”

What he did, was turn to KXAN for help.

“KXAN has a great reputation for being citizen advocates, for having resources to contact people in positions to make change,” Marsh told KXAN investigator Matt Grant. “And, I had seen a story by you that had mentioned this issue before. So, I knew you were the right guy to contact.”

A city spokesperson admits Marsh was given “incorrect information” due to a “miscommunication.”

“Mr. Marsh was initially given incorrect information based on a miscommunication,” the spokesperson said. “That information was corrected shortly afterwards by the original hearing officer. The case was referred to the supervisor for review and Mr. Marsh was again contacted and informed that he should enter his correct license plate when using the ParkATX application.”

  •  James Marsh shows the license plate that was ticketed, TBODRO. (Courtesy James Marsh)
  •  James Marsh hiking before he was ticketed. (Courtesy James Marsh)
  • James Marsh's receipt showing he paid to park for three hours when he was ticketed

City employees to get ‘retraining’

KXAN contacted the Austin Transportation Department. A spokesperson confirms one of its parking officers “did not follow” procedure. The entire staff will now be retrained following KXAN’s findings, ATD said, even though it believes the issue is “not widespread.”

“[W]e will be speaking with the officer and providing retraining… on the issue with the [entire] Parking Enterprise staff… to ensure individual mistakes such as this one do not happen in the future,” said ATD spokesperson Jack Flagler.

“We’re pleased to hear Mr. Marsh successfully contested his parking ticket to eliminate the fine after he paid for his parking session,” Flagler added.

Over a million specialty license plates were issued last year, according to data from the Texas Department of Motor Vehicles. That’s about 4% of all vehicles in the state, ATD points out.

It’s unclear how many other tickets are given out incorrectly.

KXAN investigates requested the parking ticket court records in Austin for this year. We found out of 2,509 citations issued in the city this year, which were contested in court for failing to pay or going over the paid time, 1,387 (55%) were dismissed, suggesting they were issued in error.

In total, so far this year, 79,860 parking tickets were issued for failing to pay the meter, ATD said.

Marsh is hopeful things will begin to turn around.

“It makes me feel better,” he said of the city’s efforts to improve. “But let’s see what turns out.”

ATD Response

The Austin Transportation Department provided the following statement to KXAN:

“While standard Texas license plates do not include the letters “I” and “O” to avoid confusion with the numbers “1” and “0,” specialty plates in Texas can contain these letters, and the ParkATX system is able to read these characters.

A ticket was issued on Sept. 30 to Mr. Marsh when a parking officer manually entered the license plate number incorrectly. ATD has a procedure for officers when manually entering a specialty plate which the officer did not follow, and we will be speaking with the officer and providing retraining on the issue to ensure individual mistakes such as this one do not happen in the future.

Mr. Marsh can correctly input his license plate into the ParkATX system with the letter O as ‘TBODRO,’ and when officers scan his plate, his parking payment will register…We’re pleased to hear Mr. Marsh successfully contested his parking ticket to eliminate the fine after he paid for his parking session.

ATD would be happy to work with Mr. Marsh directly to help him re-enter his plate correctly into the ParkATX app. Anytime customers have questions about using the app, they can reach our Parking Enterprise Division at 512-974-1551.

…Most customers who feel they receive a ticket in error call the Municipal Court, which is the number listed on the citation. This is the first we’ve heard of this specific issue with a parking enforcement officer manually mis-entering the letter “O” as the number “0.” Regarding whether this is an isolated issue or a problem that has happened to others, the factors that led up to the citation point to the issue being one that is not widespread. According to data from the Texas Department of Motor Vehicles, there were about 1.1 million specialty plates issued in 2020, or about 4% of all 22 million registered vehicles in the state. That pool of vehicles narrows further when considering that this issue could only happen with a customized, specialty plate in which the driver has selected the letter “O” or “I,” since the state does not issue plates with those letters. Finally, while the automatic scan would have successfully read the customer’s payment, the error occurred when an officer mis-entered the information manually. We will speak with the officer and do some retraining on the issue with the Parking Enterprise staff, and customers are always welcome to give us a call if they experience any issues regarding the app.”

TxDOT Response

KXAN reached out to the Texas Department of Transportation about the problem with I, 1, O and 0’s. A spokesperson says the agency is working to fix the issue for drivers with specialty plates.

“TxTag is aware of the issue and continues discussions internally and with partnering agencies to gain a comprehensive understanding of the license plate discrepancies in order to mitigate future issues.

License plates issued by Texas Department of Motor Vehicles (TxDMV) distinctly contain letters O and I or numbers 0 and 1, the characters are used interchangeably in the TxDMV database to identify the owner. For example, plate ABCOI2 containing letters is listed as four different plates (ABCOI2, ABC012, ABCO12 and ABC0I2) with the same owner record in the TxDMV database. For the majority of the tolling agencies in Texas, including TxTag, the letters O and I are seen as distinctly different characters from the numbers 0 and 1. If a plate…listed on a TxTag account is ABCOI2 (letters O and I), but the plate keyed through image review was ABC012 (numbers 0 and 1), the toll will not post to the TxTag account because it is seen as a different plate.”

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