• Report: #1073473

Complaint Review: Illinois Tollway

  • Submitted: Tue, August 06, 2013
  • Updated: Tue, August 06, 2013

  • Reported By: They know who I am — Indiana
Illinois Tollway
, Illinois USA

Illinois Tollway Fined for their error on my plate type Illinois

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I received ONE notification from the Illinois Tollway about a missed toll.  My car information and automatic payment were in good standing.  They stated my transponder did not pick up x amount of tolls - fine, I am OK with paying those.  However, in the ensuing conversation I find out as my transponder did not pick up the tolls, they tried to match my plate to get my contact details.  They state my plate type was incorrect on my account.  My license plate has NEVER changed and when the associate and manager "zoomed in" on screen shots (which I did not have and they won't provide), they say it looked like something different so it must be wrong and they needed to change my plate type in my account and that is why I'm being fined.  Well, the big block letters, written in english, clearly show and state what type of plate it is and their system was wrong.  I was being penalized because in THEIR system my plate type is "A", while it is (and has been), "B". 

This is troubling because I still currently use my I-PASS to get to work and they continue to take money when I pass through a tollway (of course), and they continue to refresh the funds in my account.  But since 2012 I've had violations I've never seen.  They went through several excuses such as "I didn't respond to the notices in time" (that would have been nice if I received more than the one I had - they did everything but call me a liar even though they had no mailing signature or proof of mailing), "can you get the registration out of the car and tell me what type of plate it is" (are you kidding me, it's a specialty plate that hasn't changed for a few years - but OK, it still says the correct infomation I submitted to them), when I asked them what feature in their screen shots tells them it's a different plate - they had no answer.  They defaulted back to "you didn't respond to our notices in time".  Nice.

After 2+ hours on the phone, the manager got on the phone and resulted to 'scare tactics' throwing in statements like "the COLLECTION AGENCY is going to want to see this information as well as the DISTRICT ATTORNEY" -- ok, that's fine with me.  I've received no collection notices and if the district attorney can give me some answers on why I was really fined (instead of the Tollway giving me several different excuses over the course of 2+ hours on the phone) that would be great.  Their customer service is not helpful at all and the script reading is horrendous.  Not to mention, they talk down to you like "they can't help it you didn't respond to notices in time" -- notices from when?  Never received them - address is up-to-date... phone calls?  Never got any of those.  Emails?  None of those either.  Maybe they should institute a tracking system on their notices instead of saying my word against yours and my words are lies.

So after talking around me for all that time, the manager kept reading a script that didn't match most of the concerns I had, talked over me, then proceeded to say a "special projects department" would be in touch.  Oh, and that dept doesn't have a phone number.  If I want to follow-up, I have to call these people again and give them 2 more hours of my life and get no answers.  The special projects department has no phone number, no names, and they only call out.  No one can call in.  So, I get a phone call today from the same woman I spoke with yesteday who said on my voicemail "I'm not going to argue with you, if you want any information go to our website".  Is there somewhere I can post a transcript of the initial conversation (can you bear to read 2 hours of "research" and "holding time" and this voicemail I have saved now? 

If you managed to read through all of that, be warned they take your situation to the extreme and do not admit any wrong-doing, incorrect data by them, or errors on their part.  No wonder Illinois is so financially screwed up. I welcome any kind of rational, non-scripted response. 

This report was posted on Ripoff Report on 08/06/2013 09:30 AM and is a permanent record located here: http://www.ripoffreport.com/r/Illinois-Tollway/Illinois/Illinois-Tollway-Fined-for-their-error-on-my-plate-type-Illinois-1073473. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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