AUSTIN (KXAN) — Long wait times at the customer service center and on the phone, along with error messages online, continue to be an issue for TxTag customers.
KXAN has repeatedly asked the Texas Department of Transportation over the past several weeks to pinpoint the problem and give a specific timeframe for its fix. However, officials again declined an on-camera interview to respond to KXAN’s report.
TxDOT said the system launched this summer was supposed to be easier and more user-friendly. But many users are telling us exactly the opposite. One woman even tells us the problems have changed her driving habits.
“I do everything I can to avoid the toll roads now due to their terrible billing and customer service practices,” she says.
Another viewer says she “Just wanted to thank (KXAN) for pressing TxDOT to give all of us some answers…Phone wait times can be 20 minutes. Their web page showing our charges isn’t very clear. I have zero confidence in this organization.”
A TxDOT spokesperson said Tuesday there is no specific time frame for a complete fix, but that the problems have impacted just a fraction of its customers, which total more than two million. They say they knew there would be some issues as they made the transition to a new system, and that there have already been significant improvements since its launch two months ago.
Those include a better web experience, fewer people waiting in line at the customer service center, and shorter hold times on the phone. TxDOT says callers now wait an average of eight and a half minutes to speak with a representative.
If you feel your issues haven’t been addressed you can file a complaint with TxDOT online, here.