Ever since E470 toll booths were eliminated and replaced with the license plate camera /online billing system, it has been a nightmare for me, and apparently many others. It started when I moved an out-of-state car to CO, they sent the bills to my old address, which were never forwarded by PO. Somehow, they finally tracked me down to inform me of fines due for late payment. So, how is it they weren't able to get the bill to me, but the could find my new CO address to assess the fines?
After getting screwed once, I went online and created an account including my out-of-state license info so they would know where to mail the bills. Again, they never mailed me any bills, but tracked me down for fines. So, with their advice, I changed by bill delivery to e-mail from snail-mail. Once again, no bills, instead I get a snail-mail from their collection agency law firm, and this was for in-state vehicle, also registered on my account.
Calling their customer service is an absolutely pull-your-hair-out experience. They state that whether they were able to get a bill to you or not, you are responsible for the late fees, and/or civil penalties, up to $130 per offense. They absolutely refuse to give you their names or let you talk to a supervisor, which to me already makes the entire system suspect. If you have nothing to hide, then you have no reason not to give me your name or let me talk to your boss. They are EXTREMELY rude !! The last time I asked for a supervisor, I was instead just immediately transferred to their collection agency law firm. (Linebarger Goggan Blair & Sampson, LLP).
Now it gets even more frustrating, the collection people absolutely refuse to answer any questions, or provide any information about themselves. They just play dumb on the phone, in an apparent effort to make you hang up so that they can escalate your case to a civil penalty level for non-payment, to further line their pockets.
From what I can see, I suspect that the tollway is in illegal collusion with the collection law firm, intentionally misdirecting your bills, then taking a kickback from the law firm after the fines are collected. Really, a $3 toll fee escalates to a $130 civil fine, any you won't even find out about it until your right to pay and/or fight it has passed. This is legal?
More interesting, how is it that E470 repeatedly can't get a bill to a person with a registered account including both a snail-mail and an e-mail address, yet the collection agency has no trouble finding me, but not until after months have passed and the case has been escalated to a civil penalty level? Also, why is it a so-called law firm won't answer a single question about a civil case?
Finally, just how cost effective is it to pay for all of this run around, and all the useless so called "customer service" staff that don't do a damned thing except piss you off? Wouldn't we all be better off if they just staffed the toll booths again? What does it cost to mail thousands of people bills? How many jobs were lost? They tell me that if I put a transponder in my car, it would solve all my problems, put that is totally impractical for anyone that drives the tollway infrequently, or that has several vehicles and is never sure when / if they will end up on the tollway. They also state that putting a credit card on file with them would solve my problems - NOT. I have read of many people that made this mistake, only to have their card charged multiple times with hundreds of $$ in "fines" that they had no idea they owed.
I hope there is some agency that can expose this amazing waste of government resources, and waste of citizens time and $$. Maybe this is why I see so few vehicles on the E470 tollway, one experience like this will you not want to drive on it again, even if not doing so takes you miles and miles out of your way. For now, avoid the tollway like the plague, or be ready to pay $130 per ride.