TxTag customers asked to update account info by Oct. 15

AUSTIN (KXAN) – The Texas Department of Transportation is encouraging TxTag customers to prepare for a likely transition to a new operator overseeing toll tag customer service, billing and toll collection, according to an email sent Friday.

If the shift happens, the Harris County Toll Road Authority will begin handling TxTag operations near the end of 2024 or the beginning of 2025, according to TxDOT’s website.

TxTag customers should log onto their accounts by Oct. 15 to confirm their personal and vehicle information, payment methods and AutoPay status are current, according to an email sent Friday.

The shift to HCTRA is not official, yet.

“TxDOT and HCTRA are taking the necessary steps to prepare for a transition, but TxDOT has the option to stop all transition activities until a Toll Services Agreement is executed,” according to TxDOT’s website.

Customers who have accounts with updated information that are in good standing will have their accounts transferred and be able to continue using their TxTag.

If a TxTag customer account is not active or in good standing, it will not be transferred to HCTRA. Customers with inactive accounts will have their accounts closed and money refunded, according to TxDOT.

If a customer has an unpaid balance at the time the accounts are transferred, they could face “additional escalation actions,” TxDOT’s website warns.

Key details, from TxDOT, regarding the transition:

• Data privacy: Account information will be securely transferred in accordance with payment card industry (PCI) and personal identifiable information (PII) standards.
• AutoPay: Customers must be enrolled in AutoPay for TxDOT to transfer their credit card information to HCTRA – update any expiring credit cards and sign up for AutoPay by Oct. 15, 2024.
• Inactivity: TxTag accounts without toll activity for the last 12 months are considered inactive and not eligible to be transferred to HCTRA if the transition occurs. If customers want to reactivate their account and use their TxTag to pay future tolls, they should contact TxTag customer service by Oct. 15, 2024, and opt-in to having the account transferred to HCTRA.
• Unpaid Balances: Customers must resolve any unpaid balances on their account prior to the transition to prevent additional escalation actions.
• Closures: If a customer’s TxTag account is closed for any reason prior to the anticipated transition, any remaining balance will be refunded, and they will no longer be able to use your TxTag to pay lower tolls rates.

Beset by problems

The move to HCTRA – if it happens – would be the latest chapter in TxDOT’s long-running saga of shifting vendors and headaches related to TxTag billing.

A KXAN investigation of TxTag last summer uncovered hundreds of complaints related to auto-payment problems, double billing and erroneous statements. You can read the full investigation, TxTag Troubles, here.

TTEC Government Solutions, the latest vendor handling the system, has been penalized more than $3 million for failing to meet contractual obligations, a KXAN investigation found.

TxDOT confirmed a switch to HCTRA would end TTEC’s work on the toll system, but a TxDOT spokesperson said the shift is "not reflective of TTEC's work on the TxTag project."

TTEC has a five-year contract with TxDOT that began in 2019 and can be used until February 2025, according to the agency.

In a previous statement to KXAN, a TTEC spokesperson said the company has been “proud” to work for TxDOT and its customers.

“While the program launch faced unique challenges, we implemented differentiated solutions that have significantly improved performance,” TTEC said in a statement to KXAN. “Today, we are meeting or exceeding all key contractual expectations and remain ready to continue supporting TxDOT and any other agency in Texas with our innovative, reliable services.”