TxTag customers billed late due to glitch - MyFoxAustin.com | KTBC Fox 7 | News, Weather, Sports

TxTag customers billed late due to glitch

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Portions of this TxTag bill are four months late.

"What other problems am I not catching," said driver, Sherry Cowan.

But it's not Sherry Cowan's fault.

"I think you need to know up front. It shouldn't be a surprise game...Surprise, you get to pay more," Cowan said.

According to TxDOT, these are charges that were never withdrawn from her bank account.

Sherry has to drive on toll roads daily for her job.

"If it was their mistake, or a machine's mistake or something, I don't think the customer should have to come back in six months and pay for that," Sherry added.

A mass email from TxTag customer service blames the late charges on an "issue with vendor technology" at the toll plaza on State Highway 130, near Pecan Street in Pflugerville.

Sherry added, "I have to be honest, this is not the first incident of things that I've caught....When we first started using it, six to seven years ago, there were a couple charges that it seemed like we were double billed on. Again, we called and they resolved that quickly and they took those off."

This time though, Sherry can't seem to get a straight answer.

She added, "I called in this complaint...It took about a week, maybe a week and a half and I finally got a message on my machine here at home...I returned that call and...they said oh, we're just calling to tell you that... we're still looking at that...They said well, we're waiting to see what TxTag wants us to do and I thought, aren't you TxTag, I mean, who am I calling?"

No phone calls since, but like a lot of other TxTag drivers, Sherry received this email from TxDOT stating, "customers are only (being) charged for actual usage" followed by "we appreciate your trust in TxDOT."

"Yea, I'm not sure if that trust is there anymore," Sherry said, "People are finding out, yea, there's something suspicious about this."

Sherry's already turned in her 2012 mileage to her company...and doesn't want to seem suspicious.

So for now, she's paying the extra charges herself.

TxDOT declined an interview request Tuesday.

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