AUSTIN (KXAN) – Auto-payment issues, double billing, incorrect statements and customer service runaround — those were just some of the complaints KXAN had received in 2023, by the hundreds, from Texas Department of Transportation toll road and TxTag users. KXAN had uncovered TxDOT toll system problems for nearly a decade. During that time, the state agency had repeatedly vowed improvement.
So our team rededicated its resources to this major consumer issue. During our reporting, the Texas Department of Transportation began reaching out to viewers who had contacted KXAN to resolve their issues, and state lawmakers renewed their approach to fixing future TxTag problems. After our investigations, TxTag billing and operations moved to a regional transit authority to streamline the process for customers…