TxTag troubles plaguing TxDOT | KXAN.com | Xerox in the Hot Seat Again

AUSTIN (KXAN) — You take the toll road to save time and you get a TxTag to save time paying your bill, but for many of you, dealing with TxTag has been anything but saving time.

For two months, you’ve been sending us tips, complaining about TxDOT’s new tollway billing system. The agency contracted with Xerox to run TxTag payments and when the new system launched this summer, the trouble began immediately.

For weeks, KXAN has repeatedly asked TxDOT to pinpoint the problem and a specific time frame for its fix.

So far, the agency’s leaders have refused to speak with us, only sending a statement apologizing for the trouble telling KXAN, it’s been “more challenging than they anticipated.”

But, Dennis Harkrider says trying to contact TxTag Customer Service over the last two months have been anything but easy.

“I’ve expended gas driving down there, I’ve wasted a lot of time on my phone..it’s a little crazy,” he said. “I would call four, five, six times a day.”

When he called, he would continually get a message saying,”We were unable to verify the date you entered…please try again.”

Harkrider also couldn’t sign into his account online. And when we went to the TxTag office ourselves we saw what Dennis has also faced in person, long lines.

via TxTag troubles plaguing TxDOT | KXAN.com.

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