TEXAS, USA — Mark Abi-Falah visited family in Houston during last year’s Labor Day weekend. He ended up on Texas Highway 99, which is partly a toll road, but Abi-Falah had used tollways before without any issue. He got a bill for $3.54 and paid it with a money order in October.
But, in November Abi-Falah received another bill. It was also for $3.54 and had new late fees added on. He made a copy of the money order and sent it back to TxTag with proof it had been paid.
Still, he got yet another bill in December and every month afterwards. Abi-Falah told KENS 5 he did also try calling TxTag’s customer service hotline but he couldn’t seem to get an actual person on the phone.
“I did call them. Their automated system just took me to their survey,” he said. “I wanted to talk to somebody and not just go through a survey on an automated system. I couldn’t get to a human.”
After six months of additional bills, Abi-Falah finally decided to Call KENS 5.
“It was the principle of the thing. When you put your bill in the mailbox that’s the end of it because it goes to another entity that I have no control over,” he said.
KENS 5 then called TxTag and, once we were able to talk to someone in customer service, TxTag was able to address the issue.
The TxTag representative confirmed that they did get the original $3.54 payment. He said the account was still showing a balance but he didn’t know why. Eventually, the customer service representative was able to create a service ticket to clear the fees.
A few days later, Abi-Falah received an email which stated, “Thank you for contacting TxTag Customer Service, we appreciate your time and effort in contacting us. We do apologize for any inconvenience this may have caused the balance is $0.00 on the account…”
Abi-Falah said he didn’t want to pay the TxTag bill twice out of principle and he’s glad KENS 5 sorted it out.
“The bottom line is, when I called KENS 5 they answered and they did something about it for me! I’m very happy,” Abi-Falah said.
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