North Texas Tollway Authority [NTTA]
reviews and complaints

I have had one single tag in the same one car for three years.
When NTTA updated their systems in February 2021 my tag was somehow deactivated. My toll charges were sent to some 3rd party (Central TX Mobility Authority) who then sent me a collection notice. Of course they both say I have to resolve this with the other company.
After repeated attempts I finally got a NTTA supervisor to look at this. I explained why those charges were their fault because my tag should never have been deactivated and "they" need to fix this. They said they would look into it and contact me in 7-10 days.
Three weeks later I have not been contacted so I looked at my account with their app. The following day after my calls, they simply labeled my claim ‘rejected' (#1386876) and never bothered to contact me with any response nor resolution.

Seems someone purposefully has kept website 'un-usable' so that they can justify having customer service reps and no wonder why you need to be waiting for averagely 30 mins because they have high volumes - ' BECAUSE NOTHING WORKS on WEBSITE' & you cannot do anything without calling customer service! what a SHAM!

Show me someone who can manage vehicles or toll-tags you already have - 2 most important & only things you want to do with them!

Somebody in management should review website performance and why the hell they are getting so many customer calls!

I got a new van and there was a complication of ownership transfer that the temporary plate number didn't get updated on tolltag account. I received the zipcash bill in march 2021 so I called and CPA team (which Randy at customer service dept. told me) member verified I was the tolltag holder so they were going to lower the bill amount to tolltag holder rate. I called in mid-march, end of march and early april and all three representativies told me not to pay for it yet because the amount has to be corrected to tolltag rate. None of them called me as promised and time had gone by and I received the 2nd notice with a bunch of penalties. When I called today (5/28/21), none was promises that was made to me back in march to april was valid at all. Randy told me all three representatives had given me misinformation and all he could do was to waive the penalities which leaves me to pay the zipcash rate. I am filing an official complaint to NTTA for your lack of training to collection department (CPA) and not being responsible for the information you give to customers. Now, I can't rely on what your rep say every time when I call, I would have to doubt for information that I will be provided with by NTTA. I demand an official response back from your higher position person for admitting on lack of training and not being responsible for the misinformation your rep provides to customers.

I recieved a statement that is not my car. My car is dark green genesis 2021. The car you show appears to be chev. My temp number is 03631f4 I think the one you are after 03631e4. My was purchase in round rock texas and has been parked my garage in killeen, tx. Please clear up problem.

Kim watson
1309 leader dr
killeen, texas 76549
[protected]

I've Been with NTTA since 2014 I haven't really had ever had a problem with the NTTA until March 2021 I went back and look from January 2020 and some months I was charged 180 to almost $200+ for NTTA charges, in March of this year I called and seen that I owed money and I paid $66.58 I had them change my $40 a month to $20, then just in the month of March I was charged almost $200 including the $66.58 then all of a sudden in April I get is late notice saying that I owe $31 more dollars and so I called and they try to say that was back in December or November and it just didn't make any sense when in March 2021 I paid any outstanding balances, they did not tell me that they upgraded their system and I do believe that upgrade is flawed! Plus my mother who is 83 yrs old who doesn't drive her car much was sent a bill for tolls in Dallas, and she lives in Lake Worth! Something is not right and NTTA had better get to investigating this new flawed system! Im retired military and I do not work and I don't drive everyday on NTTA SOMETHING IS Not right!

URGENT:
My husband is a structural engineer. While driving under the LBJ Tollway between hwy 75 and I-35 he noticed diagonal fractures on all bridges over the TexExpress Lanes. In some places we saw work had been done to patch the cracks with concrete. This will not work. If one bridge goes down, it will ripple like a domino effect. Many people will die on LBJ and LBJ Express.

Please pass this on to upper management.

Last fall (2020) I received a bill from NTTA. I called them and explained the vehicle with my old license was sold [protected]. I have never been to Texas and no longer own the vehicle. I was instructed by them to send proof of the sale, which I did. I received another notice due 3/23. I sent a letter explaining the situation and again a copy of my bill of sale. I also instructed them to contact the Oregon Department of Motors. As I did to verify my vehicle showed as sold. But evidently NTTA has never check to get the correct information. I have now received a third notice plus a letter from a collection agency. I consider this illegal and harassment.

I have been trying to get a payment arrangement and release from NTTA for almost a month now (3/20/21) and have YET to get it cleared so I can get my tags. I contacted them on 3/23/21 to set up a payment plan. I was told I had to pay $6xx by 4/1/21 and when I call, specifically say "Down payment". I called on 3/22 because I had not received my paperwork. I called on 3/29 and did exactly what I was told, even stating "down payment for a payment arrangement"...the representative instead processed a payment, not down payment, which negated my payment arrangement. I called on April 9th and was told by John about the mistake and was then told "well, to fix this, we can set up another agreement and you need to make a $1 down payment". I agreed, got the paperwork, signed and returned. I was told when I called back to make my payment, to ask for a supervisor and they will assist. April 10th I called back, had my payment taken, and I asked the supervisor who I spoke with (Katrina), if I needed documentation to take to the DMV because my tags are out. Her response was "no, we don't do that anymore. When they scan your registration, it will show the hold lifted". Great! April 12th I go to Kroger to get my tags...no dice...there is a hold still and they tell me to go to the county courthouse. I drive to the courthouse and get asked "do you have your stamped paperwork?" Well, no, Katrina said I didn't need it. So back to calling NTTA again, and I speak with Mohammed who informed me that yes, I need the stamped paperwork, no, they cannot email it to me (even though they've done it before and even emailed it promptly to the DMV is some cases - per the DMV clerk), and that it'll take 48 hours but it'll show up in my portal. 48 hours passed, no document in my portal. Furthermore, I have now made 2 calls to the Ombudsmen for NTTA on April 15th, and again today, and all they have is a recording.

I have been fighting this for a month now. Ideally, I would like my debt with them wiped clean, my $6xx returned, and the paperwork I need to get my tags

With the state barely reopening april 2021, i'm not arguing about the charges or disputing the current charges.. (I commuted to university for 3 1/2 years)... Why am I being told there's only 2 options to resolve the issue in order to register my vehicle... Either pay the bill in full $3095.00 or $2945.00 with a $589.00 deposit and monthly payments of $197.00 that they get to decide the pay date for... As a recent hospitality graduate (country shut down before I could find a job) and currently looking for a decent paying job not to mention just trying to live a average life and pay student loans... Please help me understand how there isn't other payment plan options...

I am owed $3029.00 from NTTA. They were supposed to do a reversal on a payment made in mistake. I have been given the run around since day 1. They have put on my account that the reversal has been done, so now they're lying to keep my money! My bank and I have been trying to resolve this since 3/30/21. I was negative $12.39 and it is no way they can justify a $3029.00 payment. I will continue to email every executive I can find and eventually sue them if my money is not given back to me. They are legitimate crooks and should not be allowed to operate

Received a zipcash bill for car on our account. with the old website you could log into your account and click on "contact" - send an email with the zipcash account # and it would get paid at the discounted rate from your toll account. With the new website you cannot contact them for any reason other than to change a name on a title and you have to attach a document or the correspondence will not go through. Just to check, I logged into the ZipCash account and clicked on "get a toll tag" - guess what! It told me this car already has a toll tag...THAN WHY AM I RECEIVING A ZIPCASH INVOICE!?!?!?!? ZipCash Account ID #[protected]

This whole thing is a scam at this point. It's amazing how a post on my social media brings up multiple stories just like mine to prove that fact. But, I'm going to focus on the LATEST incident. I received a Zipcash bill for $90.43. We have a toll tag with two vehicles on the account. My vehicle RARELY gets on the tollway. My daughter's car does on occasion, but not often. This bill claims the billing period is from 05/03/2018-04/02/2021. A 4-year-span. There are two charges and credits from 2019 that popped up on the itemized statement, so at least they caught that one.

So, I called to see why I wasn't notified via email or text, as I usually am (I have the app downloaded). Shockingly, I find out that not only do I owe this $90 that appeared out of thin air, but I also owe $109 on my account!? I usually put $40 on the account every few months when I receive an alert that my balance is low. I have not received any alerts and haven't even received ANYTHING about the $109, but now they're telling me I owe $200!? I go in circles with this lady on the phone, trying to get an explanation how my bill could reach this much over an extended period and me not be notified. Why does the billing period say it's over a 4-year span? Why am I not receiving anything about this?

She agreed she can't explain the billing dates. Then she asks for my email and says that an email was sent to me last month (lie...I've received many emails from NTTA over the years. I know the email works just fine and is not going to SPAM). Why didn't they send me a bill through mail? Oh, they didn't have my address on file. You mean, the same address I've had the past 4-1/2 years...the address all my other NTTA mail has come to?

The lady agrees it doesn't make sense and all she can do is give me the toll tag fee, which knocks the 90 bill down to 67. I pay that over the phone and leave the rest until I can get home and investigate. It took me several days of not being able to log in to the website until now to pull up the account. These charges go back to JANUARY. By February I was delinquent $60!? No alerts. No emails. No bills. No late fees almost 4 months later? Weird isn't it? Anyone who has used NTTA for any length of time knows they are notorious for piling on late fees and saying they sent out statments when they didn't...but that's always been a month behind and only $10 or so (and yes, it is a recurring theme with several people on the complaint boards and social media). So, I'm $200 in and no late fees? That right there says something is off, if nothing else does!

She did tell me there is a new system in place since January. A-ha. Obviously, therein lies the problem. I paid the bill, so I'm not going in circles and having to repeat this process every month and waste time on the phone with people who really can't explain anything and can't do anything to fix the issues. However, I do not like that there is a $40 automatic replenishment that is mandatory because I do NOT trust NTTA at all. Seems to be a money laundering scam, honestly. Weren't the tolls intended to pay for the roads and be removed? I'm sure these roads were paid for LONG ago. So what does the money go to now? Whatever the case may be, they need to be investigated.

I received a late payment bill today [protected]). The bill is for a series of tolls in March for a sum of $9.53 plus a penalty of $10.00 for a total of $19.53. They were mailed a check on [protected] (check number [protected]) from Bank of America, but they are not showing the payment as received. When I called to get this resolved, I was on hold for more than 30 minutes and no one ever answered. There is no other way to contact them to get this resolved. The account is under the name of Fredric Alan Lawrence at 3101 Osage Ln, Denton, Texas. My account ID [protected].

NTTA (North Texas Toll Authority) has repeatedly been sending me a toll bill with someone else's license plate.
I called upon receiving first bill in Dec. 2020. There was an automated recording that the phone system was being redone and I should call back in January (both numbers [protected] and [protected]).
I called 1/14/21 9:03AM EST and reported issue and received case #3xxx. I was told I would be contacted via phone or email. I was not contacted, so I called again 2/3/21.
On call 2/3/21 10:48AM EST, person told me the tag in the photo was a Kentucky tag. (I have a Florida tag.) She forwarded my case to a supervisor and told me it would be resolved.
I received another bill and called again 2/24/21 and was told the investigation had just started on my case #3xxx.
I followed up with a phone call on 3/3/21 12:00PM EST and person confirmed that the investigation had begun on 2/24/21 and that it should be resolved within a few weeks.
I received another bill and called again 4/5/21 12:45PM EST. After following the prompts on automated system, the system stated they were having problems and disconnected me. I called both numbers [protected] and [protected] with same result. Each call about 4 min. following prompts. I then called and left a message 4/5/21 1:00PM EST for NTTA Ombudsman, [protected]. I am waiting for a call back.
I will gladly submit photo of my FL tag to a supervisor or manager at NTTA to expedite this resolution when they contact me and provide an email.

I am an auto dealership our mechanics are issued dealer specific tags. I received charges from NTTA on dealer tags for one mechanic for over $350.00, the picture displayed has a different expiration date(there also does not appear to have the State of Texas symbol). I called NTTA on 03/15, spoke with Yolanda, and was advised to send the tag receipt reflecting this by fax to the fax number given. I was told give them 7 to 10 days and it should be resolved. Instead, I called 03/29/21 spoke with Amanda and was told it was denied, I was told that the tags looked fake but nothing she can do... Called again spoke with Diamond she said that I didn't email info in, she said the fax I was given, noone checks and that they will open a case and email me step-by-step instructions as to how to send proof etc. I called 3 times this day twice asked for a supervisor. I was told they just would not speak with me. I was also told to file a police report, so I did. I did receive an email with a case number, no instructions and if I had Q's call their number. I called again spoke with Leo. Now I have received a bill under another mechanics name, same issue, fake tags, different exp. Date. I referred to the email with no instructions. I was told they were behind, it would take until the end of the week to receive email with instructions. In less than 24hrs I received another email case was closed/denied. I am just getting the run around. Spent hours on hold or on calls with NTTA to get nowhere. The fees by the time I got the bill and called (same day) had doubled. Whoever is using the fake tags are driving almost 24/7 on these toll roads. I also requested the images to be emailed to me so I can see the vehicles, never received. The fees are over $1000.00. I/we cannot be held responsible for people making fake tags! i need this resolved and I have already sent in the proof(our receipt on the tags) and been denied, please help.

Please contact me by email
[protected]@gmail.com

my contact info:
Ladonna Carrell
Euro American Motorcars
2001 E Lancaster Ave
Fort Worth TX 76103
Fort Worth Ph: [protected]
Arlington Ph: [protected]

One of my cars has a TxTag. Some charges in the ntta system are never sent to my TxTag account as they do jot allow me to create an account with my TxTag. Therefore, the charges go into a black hole until they decide to mail them at which time they are late. I am also unable to view the charges on line as I can't create an account. This communication gap is due to sheer laziness. ntta appears to like to let these thinks slide so that they can add late charges.

As I am having money extorted, I expect this service to be set up properly. I REFUSE to get an ntta tag - I should not have to fix THEIR PROBLEM.

I have been a TollTag customer for 10+ years. When my license plate would change, new vehicle, debit card changed, etc., I would receive a ZipCash bill. NTTA realized I was a TollTag customer, would charge me the TollTag customer rate vs. the non-discounted rate. We'd go about our business.

NTTA has since done away with that policy. Even as a TollTag customer, if you receive a ZipCash bill, you do not get your "customer discounted rate" but in fact are treated as if you weren't a customer. But wait! If you've never been a TollTag customer you can receive the discounted rate by setting up a new TollTag account.

So customer for years > no discount, no apology. Never been a customer > discounted rate. Terrible organization but can't take my business elsewhere as they have a monopoly on all toll roads.

Since their new system upgrade, NTTA has made it more difficult for customers to make changes to their account. To make ANY change to your account - you have to have a min of $40 balance in your account. WHY? It is my account. My money from toll fees went towards this system upgrade. I want a refund of any monies used for this system upgrade.
Here's one example: If you have one vehicle and you want to transfer ownership - you have to have this min $40 balance, complete owner transfer, then call NTTA to get a refund of YOUR money. So if I had 15 in my account, I had to add 25 to make this change then call for a refund.
Here's another example: In order to update your license plates, again make sure you have $40 in your account. THEN you can't even make the change online - you have to call a rep who has to soft delete your car then readd it with the updated license plate. So now you have two entries for ONE vehicle.
How is this system better. IT IS NOT and NTTA knows it... MORE customers need to speak up. I want a refund as my money went to pay for this "enhanced" system. I asked NTTA to pay the $6.92 for a zipcash and they refused. Fine - I want a refund for a poorly designed, non customer friendly system.

In the past, you could buy a new car, wait on new car tags and then apply for a toll tag. Meanwhile, you could use the tollway knowing once the car tags and toll tag were on your car you could get the toll tag rates. We bought a car at the end of December. We were waiting on tags so we could apply for the toll tag. Then once we got the tags NTTA shut their offices down for 2 weeks so you couldn't even apply for a toll tag. As soon as the website opened up I applied for the toll tag. A few months later I get the Zipcash bill as usual and it states YOU CAN STILL SAVE on this Zipcash invoice with a toll tag. As usual, I called NTTA to ask them to combine the Zipcash invoice to the toll tag account to pay the toll tag price. As of Jan 2021, NTTA does not allow you to do this anymore even though the invoice still states that you can. I have a Zip cash invoice for $201 and it states you can still save $69.67 with a toll tag. But when I called to pay the $201 -$69 NTTA does not honor what they have in writing. First of all, they should have notified their clients of this change, second, they should have a grace period since they shut down their business for 2 weeks and third removed the toll tag savings on the invoice. I should not have to pay the Zipcash rate.

NTTA could benefit from having better website. You cannot remove vehicles from the account with ease, resulting in the need to call into the call center. And that, is a whole ordeal. I called yesterday and had to call back 3 times. I didn't know if I was calling a professional call center or being punked. The employees sounded terrible on the phone. Jai was one of 2 workers I chose to disconnect from due to their rhetoric and extremely unpleasant tones. I called back after an hour and talked to Victoria (3/3/2021 around 4:30pm). Most pleasant voice. She was able to handle my issue without "ghetto rhetoric" and with a professional and courteous tone. Please, NTTA, if you are going to hire anyone, train them to properly answer the phones!