North Texas Tollway Authority

initially walked in early this morning about 11:30 and there was a long line zigzagging in the lobby waiting area so I thought I would be in line forever to clear the matter I had to discuss with him. so I decided to set my stopwatch to see exactly how long I had been waiting it turns out that I was only waiting about 5 minutes in line there was very personable staff talking to people in line and answering questions and giving directions which was very helpful. When I finally sat down to talk to the agent the agent was very polite which is something that I have experienced before and was able to give me explanation of my issue which was also cleared very very easily and swiftly. This is a really good staff here in the North Dallas office. #kudos #ntta #customerservice #socialshark #texas

I am active duty Military and I just got back from an overseas detachment. I was going through my stack of mail and I saw that I had a bill from the NTTA for $ 4.06. I proceeded to call them to make my payment. After a few minutes of navigating through their automated system, I was placed on the line with an employee who informed me that since I had not payed my bill after I received my first notice, which was sent to me on January 12^th, I was now going to have to pay $ 10.06. I told her that I had been out of the country since January 3^rd on Military orders, I had just gotten back, and I was calling them as soon as I had seen the bill. She put me on hold for several minutes and when she got back she told me that there was nothing that could be done because I don’t have a toll tag account. Now, trust me, I do not care at all about paying $ 6, but I felt like it wasn’t justifiable for them to do that in light of the fact that this was the first time I had seen the bill due to my being on a detachment and I was paying it immediately after I opened it. I calmly asked to speak to a manager. She put me on hold for several minutes again. When she got back on the phone she told me that she had not been able to locate a manager but she could have one of them call me or I could call back at my nearest convenience. Now, her telling me that made me noticeably frustrated but I was not rude to her. I told her that I had already wasted a lot of my time and I asked her how she thought it sounded that they were charging me two and a half times my original bill because I hadn’t payed it when I was overseas on Military orders? She responded with a noticeable attitude «I don’t make the rules here, Sir!» I thought about my options and asked her if she could have a manager call me. She retorted «I already told you I could!» I asked her to have a manager call me. I am still awaiting that call.

The excessive late fees these guys charge are unreasonable. It shocks me that this kind of overt fleecing is even legal. Next time I visit Dallas, I’m taking a different route. Thanks for the Southern hospitality, NTTA! (not)

absolutely the worse customer service.
i called in at 420 pm and the greeting advised a 3 – 9 minute wait. after 20 minutes, i was disconnected.
i called in again and waited on hold for over 25 minutes when i was told it would be a 12 minute wait. after approx. 40 minutes, i hung up. what a waste a time.
these guys have too much power/​control and customer service is last on their list.

Customer service is HORRIBLE! I received notice my credit card could not be billed. Online I was told my account was locked and to call. Calling lead to a recording that «we are having technical problems, try again later». 3 weeks later, still unable to reach a human being, was incredible hold times. I am a school teacher who wants to get my account straight, but NTTA simply will not ANSWER THE PHONE! Terrible, terrible, terrible!!! I stopped using all tollways because of this terrible service.

Some of these folks risk their lives helping us when stranded, so this is for all of you that have to get out on these highways with all of these crazy drivers and help us. I had a tire blow out while driving 75 mph in traffic on west bound PGBT this morning. My car fishtailed, causing me to leave my lane, narrowly missing another car. I just passed 35 when it occurred with nowhere to pull over immediately. I made it to a very slim shoulder, called 911, who routed me to NTTA all in less than a minute. NTTA showed up within 10 minutes and managed to change my tire in a very busy, scary curve of the turnpike. I don’t know how they are so brave to get out there and do that knowing there are so many reckless drivers not paying attention to the roads, especially with texting and driving these days. Traffic was zooming past us at high rates of speed, not even moving over to give us space (what is wrong with people?!). I have a new appreciation for NTTA. And, I know we pay tolls and taxes, but FYI, the tire change is free…
I can’t give 5 stars due to all of the issues I continuously have with NTTA over the years not charging all tolls to my credit card and instead sending me random bills that I owe for random tolls. So, I occasionally have to call and ask them to charge it to the credit card on my account and remove the additional fees.

My advice… stay off the tollway. Had an account since the beginning and yet I seem to be in trouble with them weekly. ONE WORD… CROOKS!

The Tolltag works OK if you have set-​up automatic payment and never have to contact NTTA. I recently saw a bogus charge on my wife’s tolltag that was passed from TexPress. It occurred when her car was in the garage and my wife was on an airplane. I tried calling NTTA was but that was a time waster. I used email to contact NTTA who passed it along to the Texpress operator (which is not called Texpress). They finally reversed the charge and passed it back to NTTA. It reminded me of when the phone companies were cramming charges from third party 900 number scams but claimed no responsibility for the charges.
I also strongly dislike the big orange circle Tolltag with the T in the middle. The TxTags used in Austin look a lot better. Their logo is small and down in the corner on a grey background. I still use the old soda cracker Tolltag because it does not make my car look like some kind of cheap commercial vehicle.

Negative stars! The NTTA just takes and takes and takes from honest, hard working people. That’s all you do!
There is NO reason we should have to spend on gas, car maintenance and spend the millions you get every year for driving on a street as well! I hope you know what karma is.
I urge everyone to post your comments about NTTA’s greedy ways. We the people demand that Texas Sunset the NTTA and stop letting them dig deeper and deeper into our pockets — robbing hardworking North Texans of their livelihood!
Boycott the Toll Roads And NTTA! Don’t give them anymore of YOUR hard earned money!

Their whole system is fucked up. They ain’t getting a penny out of me. I’m poor anyways, I’ll be fine in a county jail.

These guys are jerks ! I’ve never gotten first notice. They said they sent one. You LIAARRSSS !

Sketchy and terrible. They will charge you for tolls a full year after the fact, and then not answer the phones when you call to dispute it. No putting you on hold; they just say «call back later» and then disconnect you. You call back later, and you get the same thing. Unconscionably bad billing and customer service.
They are also charging me for tolls that I KNOW I didn’t drive through. The ONLY time I use the toll roads is when I’m driving for Über on an actual Über trip. Yet, mysteriously, I will get a bill from them with several charges that do not correspond to any Über trip I drove.
Sketchy. Dishonest. Incompetent. AVOID.

Uh yeah, update: they send you your second notice AFTER their third notice. Makes perfect sense. What a joke of a system.

These guys should be shut down. The simple fact the state sanctions agencies like this is just appalling. They are dishonest and they’re apparently above reproach. They’ve had millions, yes millions, of errors in the past 10 years, and somehow they are still allowed to operate. Talk about selling off infrastructure so someone else can redistribute money from drivers to a corporation. Texas should be ashamed this is what has become of our highways!
NTTA sent me a toll bill on a road near Dallas that I hadn’t been on within at least 6 months if not a year of the date of the toll. It was not easy figuring out that the toll was actually 2 years old, as it’s nearly impossible to contact them during normal hours.
The reason I know the whole bill was bogus is they were claiming it was the 3^rd notice they sent me, which they send bills roughly 1 month apart, so somehow in more than 2 years they decided they arbitrarily needed to collect on a bill that they completely neglected to send an invoice for, so they sent the notice with a late payment. We received this one, after the due date marked on the bill, which basically made a $ 3, a $ 15 toll, and then $ 50 by the first second I could have paid it. Just read the reviews on here and other sites. This is designed so that if you don’t have a tag, you’re basically going to pay a minimum of around $ 12, but more likely going to pay closer to $ 40 or $ 50. Never once, ever, had we received another letter or bill from NTTA at all.
Is there any reasonable way to fight this? No. There’s no reasonable complaint system unless you live in Dallas. They know this so they don’t allow anything but basic phone support and an email contact form where a someone copies a canned message and has no ability to do anything but copy the same or a slightly altered canned message. Neither will get any resolution to these fraudulent collection practices.
This company needs to be shut down. I absolutely guarantee they’ve stolen million of dollars from other drivers. Who knows, the simple rate of billing errors, it may be in the hundreds of millions of dollars in bogus fees. I thought TxTag and their billing practices were bad, until I experienced these crooks.

I wish I could give negative stars.
I am disgusted with the «service» I just received via telephone from the clearly underpaid call center staff of NTTA.
Today I received a letter, from a collection agency, stating they received my case from NTTA and that I owed them $ 90+ dollars! Only which $ 11 were toll fees. Seeing as how I have never missed a zip cash bill, and I recently got a toll tag I was confused. So I called NTTA. Ms. Nisha answered the phone, I explained to her the letter and she looked into my account. She came back to let me know that the $ 11.12 charge was from when I bought my car back in 2012 and had paper tags… 2012… As in three years ago. Ok fine, so I ask her how is it that I never received any notification and I’m just now not only NOT hearing from NTTA but from a collection agency!!! She explained that it «appeared» that when the original letters/​invoices were sent out mine never printed… So in my little mind, that means my fees should be waived… Not quite. She does however state because this was an error on their end that she will take me off of the collection agency list, and just allow me to only have to pay the $ 11.12
I’m just not ok with that. Not when it wasn’t my fault. I don’t care if it’s $ 1, $ 11, or $ 100. Your company messed up and have now inconvenienced me and threatened my credit. I asked to speak to a manager, or just someone else who could help me better understand why I should pay them this money. Another lady gets on the phone, I of course explains to her what I’m certain she’s already been informed. She then tells me now only does she see that my letter never went to print but that I paid my zip cash bills all around the dates of the paper tag but «it looks like for whatever reason those charges never populated for you to see and pay»… So once again… I’m thinking I’m on the clear and NTTA is going to take responsibility. Nope. Not a sorry. Not an I apologize for the mistake. I got the complete opposite of empathy. She told me not only was NTTA not going to waive the fee but I would continue to be contacted by the debt collectors until it was paid. And if I didn’t pay over the phone I would have to pay the entire $ 90+.
I am overwhelmingly disappointed. They abuse the fact that people have to use their roads. They couldn’t care less because like she said, NTTA is going to get their money. I’d rather deal with TSA over these ill-​mannered lackluster employees of NTTA.

I don’t mind paying to use the toll but it feels torturous at times!!! Every morning I get stuck in traffic. I leave my home an hour and a half early to avoid traffic. The fees are ridiculous the further north I travel.
I feel like they’re milking my credit card on file. I went online to make changes the representative told me I could make online… impossible. Now, I’m frustrated I have to waste more time on hold contacting them!

Really NTTA? I received a bill for transactions that occurred over 18 months ago! Why should I be responsible for your internal process delays when I have been diligent about keeping my records current with you. Something needs to change.

I have a tolltag and they have my credit card on file. How am I sent late notice fees and threatened with a arrest warrant if I do not pay? What a Monopoly! I have never received a notice. I see the same comments on other complaints. Is there anything that can be done about this? Does anyone have any insight or recommend a state agency that I can call and complain to? This is ridiculous! I’m the one being VIOLATED!!!

For years I thought the NTTA was an outstanding government entity. Now this has changed dramatically. I sold one of my vehicles and wanted to get the toll tag for that vehicle cancelled. I found that I could not do that on line and would have to call. The vehicle has one of the old plastic tags as the toll tag. The phone rang and rang and finally I started receiving public service messages. Dozens of times before someone who was barely able to speak english answered the phone. I advised him that I needed to cancel one of my toll tags. He then went through a dozen questions about who I was, my drivers license, phone number, where I lived, etc., etc. I once again explained I just wanted to cancel one of my toll tags.
He said there would be a $ 25 charge to do that and I protested as that sounded unreasonable. He was unable to explain why I need to pay $ 25 at first and then came back and said it was due to the tag being one of the plastic tags. They would bill my account and once I turned the tag in they would issue a credit. I advised him I would not do that and would go to their office the following morning.
He smarted off a few words and hung up. This is no doubt the worst customer service representative I have even encountered and he should be trained or terminated. Now I will have to take time to go to the office and try to turn my toll tag into that office. For a customer friendly organization I find it most difficult to believe they would let a person like this one be anywhere close to a telephone or close to meeting any customer.
Now I am worried that the information he ask about as well as that on file at NTTA could easily be compromised.

VERY BAD SERVICE AND UNREASONABLE RULES.
My family and I live in Plano and we don’t drive on the tollway often; our bill for each month do not exceed $ 10. We do not have a toll tag, so the only way we are notified of and pay for our bills is through mail. We pay strictly on time and have no missed a single payment.
Last month we did not receive our monthly NTTA charges, and just two weeks ago we received a late payment notice with an extra charge of $ 10. Our actual bill was only $ 2.50 so we called the office to report that we never received the bill and about the late-​payment fee. We called numerous times at different times of the day, and the wait time was RIDICULOUS — more than 20 minutes. We decided that it was not worth the wait since the office is 15 minutes from our house. But when we got to the office, the person helping us told us that we HAVE TO pay for the late-​payment fee, quoting, «IT WAS NOT [THEIR] RESPONSIBILITY IF THE BILL WAS NOT RECEIVED». She said the we have to go to the postal office to talk to them about the mail not getting delivered, and that the ONLY way to waiver the fee was to open a toll tag account.
It was unbelievable to me that they push all of the responsibilities to others and do not understand that SOMETIMES mails do get lost in the mail. We ended up opening an account, but now I understand why so many people choose NOT to pay their bills. Horrible, horrible service.