TxDOT Cites Toll Collection System Improvements, But Many Customers Are Disenchanted

Houston Chronicle reports that TxDOT believes its toll billing and customer service systems have improved, which is the reason it’s about to lift an eighteen-month moratorium on assessing penalty fees for overdue toll payments. However, as the newspaper notes, “During those 18 months . . . skepticism and frustration [have] set in with some drivers regarding tolls. From billing woes to bad customer experiences to higher tolls, many are starting to lash out.” A TxDOT spokesman says the agency has still not fully accepted the problem-plagued toll services system it outsourced to Xerox in 2014, but final improvements are expected over the next two months.