A Houston-area toll authority is still trying to figure out how many customers were impacted by a recent TxTag issue that resulted in drivers with valid accounts receiving Pay-by-Mail bills by mistake.
It’s the second time in the last year that Harris County Toll Road Authority EZ Tag users have felt the impact of Texas Department of Transportation billing problems causing some drivers to receive bills erroneously.
A TxDOT spokesperson said they learned about the latest problem on April 17 and are “working to apply the tolls to those customers who have current tag accounts and to investigate the cause of the issue.”
The error affects drivers who have a HCTRA EZ Tag account and used TxDOT’s Grand Parkway toll road, or other TxDOT-operated toll roads in the area, between January and April of this year, according to HCTRA.
“TxDOT is sharing information with us as it becomes available; however, we are not certain of the scope of the impact or on the details of what went wrong with TxTag’s process,” said HCTRA spokesperson Roxana Sibrian. “Last fall our EZ Tag customers felt the impact of how disruptive an error like this can be.”
An announcement on TxTag’s website advises customers who have valid EZ Tag accounts to ignore TxTag bills if they receive one and that they do not need to contact TxTag or HCTRA about the issue.
“We are working with the HCTRA to process the tolls to customer tag accounts and correcting the erroneous Pay By Mail postings as quickly as we can. We sincerely apologize for the inconvenience,” per the TxTag announcement.
Last fall, HCTRA told KXAN they have more than 1.9 million registered EZ Tag users in their system, with 1.7 million of those accounts in good standing as of Nov. 30, 2017.
HCTRA says it worked diligently on its customers’ behalf during the previous error, which also impacted toll users in Austin and Dallas.
In a July 18, 2017, apology, TxDOT said some TxTag customers received erroneous invoices and violations after transfer of account information between partner toll agencies in other states experienced a delay.
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