Auto-payment issues, double billing, incorrect statements and customer service runaround — those are just some of the complaints KXAN has received, by the hundreds, from Texas Department of Transportation toll road and TxTag users. KXAN has uncovered TxDOT toll system problems for nearly a decade. During that time, the state agency has repeatedly vowed improvement.
In this latest investigative effort, KXAN dedicated more than two dozen journalists to hold TxDOT officials accountable, fight for public records, catalog hundreds of tips and complaints, and sift through thousands of pages of vendor contracts. When TxDOT wouldn’t schedule an interview, we attended public meetings to question the agency’s top brass.
Despite years dealing with vendor hiccups and software glitches, TxDOT officials now say they’re seeing big improvements to TxTag and their toll road system — a system that impacts thousands daily and brings in hundreds of millions of dollars each year. However, KXAN’s investigation has found TxDOT’s road to improvement has been bumpy, vendors have fallen short of expectations at times, stubborn billing issues persist and customer complaints keep rolling in — the latest wave through a viewer crowdsourcing campaign we launched and shared with TxDOT, later learning our efforts were finally getting some of them financial resolution. Full report »
Contractor
Complaints
More»
Making Money:
Fines & Fees
More»
Double-Billing
Dilemma
More»
Central Texas
Tollway Future
More»
Beyond TxTag:
Other Tolls
More»
Auto Pay
Problems
More»
Abbott-Appointed
Commission
More»
Answers from
TxDOT Head
More»
Tackling Tolls
at the Capitol
More»
Best Practices:
North Texas
More»
Funding Roads Without Tolls
More»
Same Vendor,
Different Fixes
More»
Austin area toll roads in red operated by TxDOT. Those in blue operated by CTRMA. (KXAN Graphic/Eric Henrikson)
Reporting Team
- Christopher Adams, Data Reporter
- David Barer, Senior Investigative Producer
- Erica Brennes, Traffic Reporter
- Arezow Doost, Investigative Reporter
- Will DuPree, Political Reporter
- Matt Grant, Investigative Reporter
- Josh Hinkle, Dir. of Investigations & Innovation
- Dalton Huey, Investigative Producer
- Jaclyn Ramkissoon, Social Media Producer
- Mike Rush, Investigative Reporter
- Kelsey Thompson, Digital Reporter
- Avery Travis, Investigative Reporter
- Kelly Wiley, Investigative Reporter
- Kate Winkle, Digital Director
Station Support
- Haley Cihock, News Director
- John Thomas, Executive Producer
- Rissie Wolfe, Administrative Assistant
Visuals Team
- Richie Bowes, Investigative Photojournalist
- Mariano Garza, Photojournalist
- Wendy Gonzalez, Graphic Artist
- Eric Henrikson, Creative Producer
- Aileen Hernandez, Graphic Artist
- Eric Lefenfeld, Editor
- Christian Marcelli, Photojournalist
- Frank Martinez, Photojournalist
- Chris Nelson, Investigative Photojournalist
- Christina Staggs, Graphic Artist
- Ed Zavala, Photojournalist
Marketing Team
- Joany D’Agostino, Creative Services Director
- Jonathan Farias, Creative Services Coordinator
- Manolo Faustino, Creative Services Producer
- Patrick Hoffacker, Creative Services Producer
- Jim Lanning, Creative Services Producer
Reporting Team
- Christopher Adams, Data Reporter
- David Barer, Senior Investigative Producer
- Erica Brennes, Traffic Reporter
- Arezow Doost, Investigative Reporter
- Will DuPree, Political Reporter
- Matt Grant, Investigative Reporter
- Josh Hinkle, Dir. of Investigations & Innovation
- Dalton Huey, Investigative Producer
- Jaclyn Ramkissoon, Social Media Producer
- Mike Rush, Investigative Reporter
- Kelsey Thompson, Digital Reporter
- Avery Travis, Investigative Reporter
- Kelly Wiley, Investigative Reporter
- Kate Winkle, Digital Director
Visuals Team
- Richie Bowes, Investigative Photojournalist
- Mariano Garza, Photojournalist
- Wendy Gonzalez, Graphic Artist
- Eric Henrikson, Creative Producer
- Aileen Hernandez, Graphic Artist
- Eric Lefenfeld, Editor
- Christian Marcelli, Photojournalist
- Frank Martinez, Photojournalist
- Chris Nelson, Investigative Photojournalist
- Christina Staggs, Graphic Artist
- Ed Zavala, Photojournalist
Station Support
- Haley Cihock, News Director
- John Thomas, Executive Producer
- Rissie Wolfe, Administrative Assistant
Marketing Team
- Joany D’Agostino, Creative Services Director
- Jonathan Farias, Creative Services Coordinator
- Manolo Faustino, Creative Services Producer
- Patrick Hoffacker, Creative Services Producer
- Jim Lanning, Creative Services Producer
KXAN’s “TxTag Troubles” investigative project launched May 7, 2023. Following related reports in recent years, our team rededicated its resources to this major consumer issue, after hundreds of viewers complained to us about resurfaced billing and customer service problems with the state’s tollway operator and its contracted vendors. 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.
For any questions or issues with your TxTag bill or account, please reach out to TxTag first. You can call their customer service line at 1-888-468-9824, chat with a representative online, submit an online inquiry, or stop by in-person at a customer service center.
Continuing Coverage
- Inside look: Why two dozen KXAN journalists took on TxTag troubles
- Update: ‘Amazing how fast it was all fixed’ after KXAN report
- Update: TxTag, lawmakers resolve some toll problems. What’s next?
- Update: No payment app, outdated website. TxTag troubled with tech issues
- Update: Vendor performance issues go unreported to state, spark legislative response
- Review: KXAN customer crowdsourcing effort highlighted as national best practice
- Update: New auto-pay law in effect, but other customer issues linger for TxTag
- KXAN project earns Emmy for journalistic enterprise
- Update: Drivers say new toll notice law not always working
- KXAN project wins SPJ First Amendment Award for business news
- Project honored with Texas Headliners’ Showcase Award for investigative coverage
