RiverLink

Response:This letter is in response to complaint number [redacted] , requesting that we review Mr**r’s concerns regarding an invoice he received from our officeOur records indicate that on January 3rd, 2018, Mr**r’s first toll notice was mailed to the address listed on his vehicle’s registration recordsWe have received Mr**r’s dispute form in our officePer the states’ policies, we are unable to waive any tolls or fees at this timeHowever, we may be able to offer a tiered settlementWith a tiered settlement, a partial discount of invoices fees may be offeredIn order to establish a tiered settlement agreement, Mr**r must contact our customer service center for agent assistanceIf Mr**r has any additional questions or concerns, he may contact us at ###-###-####Our hours of operations are Monday-Friday 7:AM-7:PM EST and on Saturday 8:AM-2:PM ESTHe may also visit www.riverlink.com

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [Provide details of why you are not satisfied with this resolutionPlease respond here ONLY] Regards, [redacted] F

Response: This letter responds to your inquiry, dated July 19th, 2017, requesting that we review Ms***e’s concern in regards to auto replenishment set up on their accountAfter receiving your submittal, it appears that we have had the pleasure of resolving this issue for youWe do apologize for any inconvenience and misunderstanding during this timePlease contact us at 1-855-748-to answer any further questions, our hours of operation are Monday-Friday 7-PM EST and on Saturday 8-PM EST

This letter responds to your inquiry dated February 28th, 2018, requesting that we review Ms [redacted] g’s concerns in regards to receiving an invoiceAfter further reviewing your account, we have verified that we have received your $payment on 11/22/2017, however since we received your payment after the due date, 10/30/2017, you occurred a $late feeSince we still did not receive payment for the $5.00, you continued to occur late feesAs a one-time courtesy, we have dismissed your $in fees, and invoice has been closedWe do apologize for any confusion caused during this time to Ms [redacted] g, and we are happy to have resolved this issueTo answer any additional questions or concerns, please feel free to contact us at your earliest convenience at [redacted] Our hours of operations are Monday-Friday 7-PM EST and on Saturday 8-PM ESTYou may also visit www.RiverLink.com for any additional information

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.This generic response is exactly the reason I filed the complaint in the first place I filed the necessary paperwork with Riverlink, and received an email stating they received my paperwork, however there has been nothing following the initial email Regards, [redacted] ***

This letter is in response to complaint ID: [redacted] filed on January 29th, After reviewing both license plates on Mrand Mrs [redacted] account it does appear that both license plates show no outstanding balance at this timeIt could’ve been that an invoice was already sent out in the mailing system while we last spokeAt this present time, Mrand Mrs [redacted] account is showing active with a positive balanceTo answer any additional questions or concerns please contact us at [redacted] Our hours of operations are Monday-Friday 7-PM EST and on Saturday 8-PM ESTYou may also visit www.Riverlink.com for any additional information

This letter responds to your inquiry dated November 27th, 2017, requesting that we review Mr [redacted] l’s concern in regards to an invoiced receivedAfter reviewing the account, it does appear that the account is now showing a $balance owedWith the status of the account Mr [redacted] l will no longer be receiving invoices for those toll transactionsWe do apologize for any misunderstanding and inconvenience during this time of receiving invoicesTo answer any further questions, please contact us at ###-###-####Our hours of operation are Monday-Friday 7-PM EST and on Saturday 8-PM EST

[redacted] [redacted] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolvedI was finally able to get someone on the phone who could credit me the fees due to a billing error with their system Regards, [redacted] ***

This letter responds to your inquiry, dated October 27th, 2017, requesting that we review Ms***t’s concern in regards to toll transactions invoiced to herAfter reviewing the images from the transactions on the dates in question it does appear that both transactions are validBoth transactions match information from previous posted transactions as wellTo better help assist and provide more detailed information, please provide us a call at [redacted] and a customer service agent would be more than happy to assistOur hours of operation are Monday-Friday 7-7PM EST and on Saturday 8-2PM EST

Response: This letter responds to your inquiry, dated May 1st, 2017, requesting that we review [redacted] y’s concern in regards to receiving an invoice from usAfter reviewing your concern, it appears that your invoiced account has been closed and paid in fullIn your submittal, it states you paid for all tolls on your way to and from FloridaIf you were not aware of the new toll roads through the Louisville Southern-Indiana region this is how our toll bridges operate through the areaRiverLink’s bridges are operated by an electronic tolling systemTo keep the flow of traffic always moving on the toll bridges (New-Abraham Lincoln Bridge I-65N, Refurbished-John FKennedy Bridge I-65S, and the New-East End Bridge which connects the Gene Snyder Freeway in Kentucky with State Road in Indiana) were not constructed with tollbooths or cash lanesThe toll roads have sensors to read transponders and cameras to photograph license platesIf the vehicle has an established pre-paid account with us, then all toll charges will be deducted automatically at a reduced priceIf the vehicle is not registered for one of the RiverLink pre-paid accounts or have an EZ-PASS transponder, then a paper bill will be issued to the owner at the address of the vehicle based off DMV recordsThere are signs along the side and above of the highway alerting to customers of a toll bridge ahead, as well as methods of payment (EZ Pass/RiverLink Account or Pay by Mail)We do apologize for any frustration and misunderstanding during this process Mr [redacted] yPlease contact us at ###-###-#### to answer any further questions, our hours of operation are Monday-Friday 7-PM EST and on Saturday 8-PM ESTSent on: 11/16/3:59:PM

This letter responds to your inquiry, dated October 25th, 2017, requesting that we review Ms [redacted] n’s concern in regards to an invoice that has not yet been receivedWe do apologize as we are experiencing extremely high call volumes at this time, due to the recent announcement of Kentucky and Indiana soon placing possible holds on vehicle registrations for delinquent toll noticesAfter reviewing information from Ms [redacted] n’s submittal it appears that we have located one invoice that matched her address and name in our systemHowever, after looking at the invoice it appears that there is no balance owed for this particular invoiceTo ensure that we are referring to the same vehicle and not showing any other possible open invoices, we would need the license plate number from the vehicle that crossed to determine thisWe do apologize for any inconvenience and misunderstanding during this timePlease contact us at [redacted] to answer any further questions, our hours of operation are Monday-Friday 7-PM EST and on Saturday 8-PM EST

This letter responds to your inquiry dated February 23rd, requesting that we review Ms***s’ concerns in regards to invoices receivedAfter further review of the invoice account, it does appear that the $balance is showing validAll the invoices were generated and sent out to the address associated with registration from the Department of Motor VehiclesOnly issue that could’ve possibly contributed to not receiving invoices would be if an address change occurred and information was not updated for the vehicle’s registration through the department of motor vehiclesTo better help resolve this for Ms***s, we would ask for a call into our customer service centerWe possibly can offer a tiered settlement on this invoiceWith a tiered settlement, we can discount part of the invoices fees, but we cannot fully waive themSince the toll dispute was denied, the customer can request an administrative hearing to appealThe customer would then attend a physical meeting where the hearing officer would determine an approval or denial for the specific requestTo request an administrative hearing a customer must submit a written request to: Kentucky Public Transportation Infrastructure Authority, Attn: [redacted] (disputes) [redacted] (Must also copy): [redacted] We do apologize for any frustration caused during this time to Ms***s, and we look forward to resolving this issueTo answer any questions or concerns, please feel free to contact us at your earliest convenience at 1-855-748-Our hours of operations are Monday-Friday 7-PM EST and on Saturday 8-PM EST

[redacted] [redacted] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] ***

This letter responds to your inquiry dated February 9th, 2018, requesting that we review Mr [redacted] k’s concerns in regards to invoices receivedAfter further review of both invoiced accounts, it does appear that both invoices have been paid in full and reflect a $balanceThe reference number [redacted] was linked to a billing error and all fees associated with this invoice has been removedWe do apologize for any misunderstanding and inconvenience during this timeTo answer any further questions please provide us a call at earliest convenience at ###-###-####Our hours of operations are Monday-Friday 7-PM EST and on Saturday 8-PM EST

Response:This letter responds to your inquiry, dated April 5th, 2017, requesting that we review Mr***t’s concern of contacting usWe do apologize for the frustration and time spent in attempt to reach usSince your submittal, it looks like we have been in touch and resolved this issue in regards to your personal accountWe do appreciate your time and businessSince the month of March, we have seen a decrease in waiting for calls from twenty-two minutes to now less than one minuteOnce again, we do apologize for the inconvenience caused to you Mr***tTo answer any additional questions, please contact us at [redacted] to answer any further questions

Response:This letter responds to your inquiry, dated July 26th, 2017, requesting that we review Mr [redacted] h’s concerns in regards to an invoice that was receivedAfter reviewing your account, it appears that we had the pleasure of speaking with you and resolving this issueWe do apologize for any inconvenience this may have caused youPlease contact us at 1-855-748-to answer any further questions our hours of operation are Monday-Friday from 7-7PM EST and on Saturday 8-2PM EST

This letter responds to your inquiry dated January 29th, 2018, requesting that we review Mrs [redacted] s’ concerns in regards to an invoice receivedAfter further review of the account it does appear that we had the pleasure of speaking with you and resolving this issueWe do apologize for any misunderstanding and confusion during this timeWe do appreciate your time and troubleTo answer any additional questions please contact us at [redacted] Our hours of operations are Monday-Friday 7-PM EST and on Saturday 8-PM EST

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] ***If my memory serves me correctly, I seem to recall that somewhere in the information from Riverlink's own website when all this happened in the spring of 2017, that Riverlink's OWN ADVICE to people like myself with a complaint download a complaint form off their website, fill it out, and and send it to them via USPS Certified Mail to ensure delivery/proof that it was sent to themSo, this is what I didSince Riverlink refuses to reimburse me for the expenses I incurred putting all the information together and sending it to them explaining why their fictitious billing sent to me with my OLD, EXPIRED license plate on a vehicle crossing their toll bridge had ZERO MERIT, then we are at a standstillRiverlink should be the subject of a class action lawsuitWhen this all began with my own experience with Riverlink, my research on Revdex.com's website revealed DOZENS of complaints by others against this company besides myself, all with similar complaintsIn no way shall I consider this matter to be resolved, whether or not Riverlink chooses to ignore my suggestion on how to resolve the problem, which is to reimburse me for my expenses

This letter responds to your inquiry dated December 19th, 2017, requesting that review Ms [redacted] i’s concerns in regards to a toll invoiceAfter reviewing your account, it does appear that we had the pleasure of speaking with Mrs [redacted] I and resolved the issueWe do apologize for any inconvenience and trouble with the automated phone system Mrs [redacted] I may have hadWe do appreciate any feedback, and will continue to look to make improvements to better our operationsTo answer any further questions please feel free to contact us at [redacted] Our hours of operation are Monday-Friday 7-PM EST and on Saturday 8-PM EST

[redacted] [redacted] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]