RiverLink

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 resolution. Please respond here ONLY]
Regards,
[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 January 29th, 2018, requesting that we review Mr. [redacted]y’s concerns in regards to an invoice received. It does appear that the account might have been affected by conflicting addresses. After reviewing information provided in the Revdex.com...

submittal and matching it with records from DMV registration information, it does appear that the addresses do not match. This may have caused the issues with not receiving the invoices accordingly. If there does appear to be an issue with department of motor vehicle records, a customer could always send in a dispute form. A toll dispute form can be obtained online at Riverlink.com under the “help” section. To answer any additional question please provide us a call at [redacted]. Our hours of operations are Monday-Friday 7-7 PM EST and on Saturday 8-2 PM EST.

This letter responds to your inquiry dated January 18th, 2018, requesting that we review Mrs. [redacted]y’s concerns regarding an invoice. If you were not aware of the new toll roads through the Louisville Southern-Indiana region this is how our toll bridges operate through the area. RiverLink’s bridges...

are operated by an electronic tolling system. To keep the flow of traffic always moving on the toll bridges (New-Abraham Lincoln Bridge I-65N, Refurbished-John F. Kennedy Bridge I-65S, and the New-East End Bridge which connects the Gene Snyder Freeway in Kentucky with State Road 265 in Indiana) were not constructed with tollbooths or cash lanes. The toll roads have sensors to read transponders and cameras to photograph license plates. If the vehicle has an established pre-paid account with us, then all toll charges will be deducted automatically at a reduced price. If 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 records. There 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). Although it may seem impossible to have two toll transactions in less than a minute, it is possible to do so. How it is possible to be charged for the two transactions is by first taking Exit 0 on I-65 NB. Once a traveler gets off on the exit and then jumps back on I 65 SB another image is captured and a toll is charged. A customer may always file a dispute form for their crossings if they believe they have been charged in error. A toll dispute from can be accessed online at Riverlink.com under the help section. To answer any additional questions please contact us at ###-###-####. Our hours of operation are Monday-Friday 7-7 PM EST and on Saturday 8-2 PM EST.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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 28th, 2018, requesting that we review Ms. [redacted]g’s concerns in regards to receiving an invoice. After further reviewing your account, we have verified that we have received your $8.00 payment on 11/22/2017, however since we received your payment...

after the due date, 10/30/2017, you occurred a $5.00 late fee. Since we still did not receive payment for the $5.00, you continued to occur late fees. As a one-time courtesy, we have dismissed your $60.00 in fees, and invoice 52178391 has been closed. We do apologize for any confusion caused during this time to Ms. [redacted]g, and we are happy to have resolved this issue. To 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 7-7 PM EST and on Saturday 8-2 PM EST. You may also visit www.RiverLink.com for any additional information.

This letter responds to your original inquiry dated November 11th, 2017, in regards to invoices received by Mr. [redacted]r. To help resolve this issue for Mr. [redacted]r, we would require that a toll dispute form and a copy of the updated vehicle registration be sent in either by mail or email. Our records indicate that Mr. [redacted]r was contacted by a customer service specialist via email on November 29th, 2017. A copy of our toll dispute form was emailed to Mr. [redacted]r by our customer service specialist. Once we obtained the toll dispute form and copy of registration from Mr. [redacted]r we would be able to properly handle Mr. [redacted]r’s dispute. To answer any further questions please contact us at 1-855-748-5465. Our hours of operations are Monday-Friday 7-7 PM EST and on Saturday 8-2 PM EST.

This letter is in response to complaint ID:[redacted] filed on January 30th, 2018. We start off by apologizing for the inconvenience caused during this time. To help resolve this issue and grant Mr. [redacted]a’s desired outcome, we would require that Mr. [redacted]a send in the advised documentation retrieved by Department of Motor Vehicles. In addition to the documentation received from the Department of Motor Vehicles, we would ask that a toll dispute form be attached as well. When we receive the required documentation, we would then grant the reimbursement for $8. To answer any further questions or concerns, please contact us at [redacted]. Our hours of operations are Monday-Friday 7-7 PM EST and on Saturday 8-2 PM EST.

This letter responds to your inquiry dated November 27th, 2017, requesting that we review Mr. [redacted]l’s concern in regards to an invoiced received. After reviewing the account, it does appear that the account is now showing a $0 balance owed. With the status of the account Mr. [redacted]l will no...

longer be receiving invoices for those toll transactions. We do apologize for any misunderstanding and inconvenience during this time of receiving invoices. To answer any further questions, please contact us at ###-###-####. Our hours of operation are Monday-Friday 7-7 PM EST and on Saturday 8-2 PM EST.

This letter responds to your inquiry dated January 29th, 2018, requesting that we review Mrs. [redacted]s’ concerns in regards to an invoice received. After further review of the account it does appear that we had the pleasure of speaking with you and resolving this issue. We do apologize for any...

misunderstanding and confusion during this time. We do appreciate your time and trouble. To answer any additional questions please contact us at [redacted]. Our hours of operations are Monday-Friday 7-7 PM EST and on Saturday 8-2 PM EST.

This letter responds to your inquiry, dated August 9th, 2017, requesting that we review Mr. [redacted]s concerns regarding an invoice received. It appears as if the address was not updated with Mr. [redacted]s local Department [redacted] resulting in an invoice being sent off to a previous...

address listed for the customer. If a vehicle is not registered for one of our RiverLink pre-paid accounts, then a paper bill is issued to the owner at the address of the vehicle based on [redacted] records. To help resolve this issue and better assist you Mr. [redacted]h please give us a call back at 1-855-748-5465, our hours of operation are Monday-Friday 7-7 PM EST and on Saturday 8-2 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.
I am not a member of this toll company and have never been a member. I live in Ga and have never driven through LA or states covered by this supposed company.
Regards,
[redacted]

This letter responds to your inquiry dated February 9th, 2018, requesting that we review Mr. [redacted]g’s concerns in regards to an invoice received. After further review of the account, it does appear that the first invoice was affected by a billing error. Upon this discovery, we have now waived the...

second toll notice fee of $5. Now the account is reflecting a zero-dollar balance, and the account is paid in full. We were unable to locate a pre-paid account for Mr. [redacted]g. Once a pre-paid account was established with us future crossings would be then charged at a reduced rate. If you were interested in setting up a pre-paid account with us please provide us call at earliest convenience, and we would be more than happy to assist. We do apologize for any inconvenience during this time. To answer any further questions, please provide us a call at [redacted]. Our hours of operations are Monday-Friday 7-7 PM EST and on Saturday 8-2 PM EST. You may also visit [redacted] 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]

[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. I 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 September 13th, 2017, requesting that we review Mr. [redacted]s’ concern in regards to a payment made to RiverLink. After reviewing your submittal, it appears that the $20 payment that was made on September 2nd was applied to an invoiced account. The $20 payment...

was applied to five crossings between the dates of August 14th and August 28th. Accounts with a negative balance will be locked until tolls owed are paid. You can unlock your account online by paying your outstanding invoices off then adding funds into your personal pre-paid account. We do apologize for any inconvenience and misunderstanding due to not receiving our emails. To better help resolve this issue please call into us at [redacted] and we would be more than happy to fix any issues with not receiving email alerts. Our hours of operations are Monday-Friday 7-7PM EST and on Saturday 8-2PM EST.

This letter responds to your inquiry, dated October 27th, 2017, requesting that we review Ms. [redacted]t’s concern in regards to toll transactions invoiced to her. After reviewing the images from the transactions on the dates in question it does appear that both transactions are valid. Both transactions...

match information from previous posted transactions as well. To 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 assist. Our hours of operation are Monday-Friday 7-7PM EST and on Saturday 8-2PM 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.
[Provide details of why you are not satisfied with this resolution. Please respond here ONLY]
Regards,
[redacted]In my complaint to Revdex.com, I requested that Riverlink reimburse me for the expense of sending my original response to them (before contacting Revdex.com because I had received NO RESPONSE from Riverlink) via USPS Certified Mail, return receipt requested. This most recent response received from Revdex.com which conveyed Riverlink's response did not have ANY MENTION of them reimbursing me for this expense. Therefore, due to to that circumstance, I have no choice except to reject Riverlink's  response.

This letter is in reponse to complaint ID: [redacted] filed on January 30th, 2018. At this time, it still remains accurate that reference number [redacted] has a remaining balance of $8 due. We do acknowledge that we did receive payment on July 27th, 2018, but the payment made on that date went towards reference number [redacted] By visiting www.Riverlink.com a customer has full access to see each individual balance owed for each reference number associated to the license plate. To access this feature, a customer would click on “Pay Invoice” up in the top right hand corner of the web page. Once a customer is on the screen, they will see to their right a section for invoices and payment plans. It will require a reference number and license plate number to be entered to gain access. After clicking on pay your toll invoice, a customer can view each individual transaction ID associated to that reference number. By clicking on the transaction id number, it will provide images for the crossings with a time stamp atop each toll picture captured. Also, if an account was created online it would’ve been for a pre-paid account for the use of future tolls over the bridges. If Ms. [redacted]s was interested in completing the process of establishing an account, we would be more than happy to assist. We did attempt to locate the other vehicle listed in your response for crossings in November. However, there were no results were generated. We attempted to locate the vehicle by name and by address and nothing generated. To better help resolve this issue, we would require a call into our customer service line to search by the license plate number to ensure nothing was outstanding for that vehicle. We do apologize for any misunderstanding and inconvenience during this time. To answer any further questions or concerns, please contact us at [redacted]. Our hours of operations are Monday-Friday 7-7 PM EST and on Saturday 8-2 PM EST.

This letter responds to your inquiry dated January 30th, 2018, requesting that we review Mrs. [redacted]s’ concerns in regards to invoices received. After reviewing the account, it shows that the invoice that was paid (51375119) has tolls from different dates than listed on reference number [redacted]....

The invoice that is continuing to be sent out are for tolls that took place after your first invoice. It does appear that reference number [redacted] was linked to a billing issue back from November and all fees have been waived. With all fees waived the remaining balance on that reference number is still just $8. You can verify the transactions in your invoice history online by logging into your invoice account with your reference number and license plate. Please submit a payment at your earliest convenience. To answer any additional questions or concerns please contact us at [redacted] Our hours of operations are Monday-Friday 7-7 PM EST and on Saturday 8-2 PM EST. You may visit www.Riverlink.com for additional information. We do apologize for any inconvenience and hope to resolve this issue.