TxTag issues expected to be fixed in ‘coming months’

FILE - TxTag (KXAN File Photo)
FILE - TxTag (KXAN File Photo)

AUSTIN (KXAN) — TxTag’s transition to a new billing system is expected to be complete in the “coming months,” according to an email sent Thursday to customers.

The Texas Department of Transportation contracted Xerox to run TxTag payments and when the new system launched this summer, the trouble began immediately. A note on the TxTag website say they are experiencing high call volumes resulting in long wait times. The new system was implemented with the promise of an improved way for customers to “access their account information and pay a bill without waiting in long lines or on hold.”

Customers are also experiencing delayed toll postings as a result of the change, including charges from previous months that TxTag says drivers were not billed for. The toll authority assures customers they will not be billed more than once for any specific transaction.

Users are also experiencing more frequent replenishment cycles. This will continue until “transaction posting is caught up and returns to daily processing,” TxTag officials say.

TxDOT apologized last month, saying: “The people of the State of Texas, and specifically our toll users, deserve better than what we have laid out for them during this transition. I am sorry for any and all inconvenience our users have experienced during this time.”

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