The Oklahoma Turnpike Authority

Problem #1: OTA cannot find/bill the actual owner of the Oklahoma car tag that used the turnpike but can find/bill (on 5 different occasions) the owner of a different vehicle registered in a different state.

Problem #2: When customer service learns of the repeated ongoing problem, OTA folks repeatedly promised to make sure (and claimed) the internal problem was fixed. They have failed repeatedly.

Problem #3: When contacted directly, OTA administration's telephone receptionist is well trained in stonewalling the public so as to prevent the administration from learning about and being given a chance to fix their own organizational internal problems/procedures.

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***

I sincerely apologize for not responding to this complaint earlier, which involves the OTA’s PlatePay systemPlatePay is the license plate tolling system of the Oklahoma Turnpike Authority (OTA) and works in conjunction with the PIKEPASS system at the Peoria/Elm entry and exit lanes on the Creek
Turnpike in Tulsa, allowing for the free-flow of trafficPlatePay was deployed and made operational on 1/5/to alleviate traffic congestion by removing the Cash Toll Booths at those locationsVehicles equipped with a valid PIKEPASS are read by in-lane PIKEPASS equipment at those locations and the PIKEPASS toll rate is charged to the PIKEPASS account. Vehicles without a valid PIKEPASS are matched to the registered owner of the vehicle and invoiced at the PlatePay toll rateThe invoice is issued to the registered vehicle owner instead of a violation as happens at other toll road locationsBack office processes and procedures allow for the transfer of responsibility of a PlatePay invoice if the recipient of the invoice provides proper documentation they were not the responsible party when the license plate tolls occurredWhile PlatePay operations and customer service was contracted to a 3rd Party since it was implemented as a Pilot Project, the OTA’s expectation of prompt and courteous customer service/dispute resolution remains the same as it has been with our PIKEPASS and Toll Violation operations

Our records indicate that on September 22, the customers vehicle had driven on the Creek Turnpike and captured via video tollingThese transactions were recorded, and an image review was conducted on the vehicle and verified to the accuracy of the license plate listed on the imageThe license
plate number was then looked up through the DMV database where the vehicle owner information was locatedThe PlatePay account was then created and after business days the initial welcome letter and toll invoice was created and mailed to the customer, these two letters were generated and mailed on 10/2/The due date for this invoice was 10/30/This invoice had a total of $due, no fees were assessed at this timeAfter the date past and no payment was made, a second invoice was created and mailed on 10/31/This invoice had a payment due date of 11/30/This invoice again only had a total of $due, again no fees were assessedAfter this date past still no contact was received by the customer and payment was not submitted a third invoice was created and a notice of toll evasion letter was also created on 12/1/and mailed to the customerThis invoice and toll evasion letter both had a due date of 12/31/in the amount of $with no fees assessed at that timeOnce the due date past with still no correspondence received from the customer, a fourth invoice was created, and a certified notice of toll evasion was mailed to the customerThis invoice contained the administration fee of $and the violation fee of $added to the total making the amount due $with a due date of 1/31/All Invoices and evasion letters do state that failure to pay the invoice issued can result in additional fees as well as registration hold on the customers vehicle if not paidThese fees are listed on the Oklahoma Electronic Toll Collections Act Title OS, 11-(O.E.T.C.A)The violation and administration fee are administered after nonpayment of multiple invoices sent to the customer that are not responded toAll invoices sent to this customer were for the same toll chargesWhen creating an invoice, a new invoice number is generated as it is a new piece of correspondenceAs such, a new set of codes are issued to that invoice numberThis may be part of the confusion when the customer tried to log on to the websiteIn doing a check I pulled one of the invoices and used the invoice number and access codes on that invoice and this did allow me to access the accountThe customer contacted our customer service center on 1/3/at which time the customer service representative went over the account regarding the tolls and fees stating when they were appliedThe customer acknowledged the total due, accepted the amount due and submitted payment If you require any additional information please do not hesitate to let me know Regards, *** *** | Customer Service Manager *** * *** ** *** *** *** ** * *** ** *** Office: *** * *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

The complaint contained in the case referenced above has been resolved.Following receipt of the notice from your office dated 3/8/2017, I reviewed the matter with  the manager of our violations branch, who followed up with the customer  service  representative Mr. [redacted] initially...

spoke
with. Apparently there was
a misunderstanding related to handling disputes for Interoperable customers
that had to be clarified for the customer service representative.Mr. [redacted]
was then contacted directly and we were able to release the violations and have him pay only the
toll amounts that were due. We apologized to him
for the misunderstanding and inconvenience. He
indicated the resolution was satisfactory.Please do nothesitate to contact me directly for any furtherassistance or clarification regarding this matter. Mr. [redacted]is also welcometo contact me directly ifnecessary.

Initial Business Response /* (1000, 5, 2015/08/17) */
Following receipt of Revdex.com Complaint XXXXXXXX on 8/10/15 , I attempted to contact Mr. [redacted] by telephone on 8/11/15 and 8/14/15 to discuss his complaint that "the OTA is constantly sending him toll violations in the mail while...

he is using a PIKEPASS." I did leave him voicemails that covered the following points and apologized for any misunderstanding and inconvenience:
The violations Mr. [redacted] received are valid and were issued because the PIKEPASS he is using was deactivated during the period the violations occurred (1/2/15-2/7/15).
The PIKEPASS was deactivated because the PIKEPASS account to which it is assigned was not in an active status between 1/2/15-2/13/15.
The PIKEPASS account to which his PIKEPASS is assigned is not his account (it might belong to a relative or friend); therefore, we cannot provide Mr. [redacted] any details regarding the account without the account holders' consent, unless he is able to confirm the Account Access Code.
The PIKEPASS account and his PIKEPASS were returned to an active status on 2/13/15.
A reduction of the amount due for Mr. [redacted]'s violations was negotiated to cover the cost of tolls and processing fees that were associated with all violation events during the time of deactivation.
Apparently Mr. [redacted] accepted the settlement agreement as the reduced payment for the violations was posted by an OTA/PIKEPASS customer service representative on 7/30/15 (credit card payment made by telephone).
Mr. [redacted]'s desired resolution for the "OTA to remove all debt and credit violations to bureaus" has been accomplished:
o Debt to the OTA has been removed following settlement payment and administrative release of remaining balances.
o External collections agency has been notified that the debt has been reduced to zero and will cease attempts at collection (there is no adverse impact to his credit report).
As you and I discussed by phone earlier this morning, I have been unable to access the Revdex.com website complaint response system to upload the OTA's response to Mr. [redacted]'s complaint. Please post the OTA's response (above) and let me know the status of the case as appropriate.
If you have any further questions regarding this matter, please feel free to contact me directly.