How to get help after massive Harris Co. toll road glitch

HOUSTON, Texas (KTRK) -- It was busy signals and recorded messages every time Laura Robles tried to call TxTag to ask why she received a bill for tolls and a violation in May, when in fact, she uses an EZ Tag from Harris County.

"If you have an EZ Tag account, why is this information not flipping over?" wonders Robles.

She's not the only one with that question. When ABC13 first reported the toll tag issues yesterday, our viewers responded in a huge way on social media with their own similar stories.

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The Harris County Toll Road Authority said an effort in late May to expand the use of EZ Tag nationwide has led to billing issues from TxTag.

HCTRA said customers experiencing this specific problem do owe the tolls, but not the violation charges.

TxTag is overwhelmed with calls, so Harris County is stepping in to help EZ Tag customers, said HCTRA spokesperson Roxana Sibrian.

"It's a large volume, we're seeing it on our phones, so hang with us, we have information for you," Sibrian said.

MAP: Affected Harris County toll roads

HCTRA created an email account to specifically address this issue. If you're receiving bills from TxTag from May to June that you believe are incorrect, HCTRA says you can email them.

Send an email to Txtagdisputes@hctra.org, and include the following:

• A copy of the invoice
• Your email and telephone number
• License plate
• Your HCTRA account number

For Robles, the money only amounts to about $20, but the time she's spent trying to correct it, she can't get back.

"It's ridiculous, yet I don't want to be stuck with a violation," said Robles.

HCTRA could not say yet if the problem has been resolved, but said it remains focused on helping customers with the billing issues.

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