HOUSTON (KTRK) --"It's aggravating and it's frustrating."
That's not the experience Maureen Cromeans was expecting when she bought a TxTag for her new car in late March.
"I go to Austin back and forth because my granddaughter lives there, so I thought that would be good," said Cromeans.
She says she started having trouble with her account almost right away, claiming she only took one trip on the Grand Parkway, but was charged for much more than that.
"The rep I talked to said it was because I'd been on the toll road 24 to 25 times, and I said, um, no."
She called again and again.
"I always talked to a different customer service rep, I think I've called at least 9-10 times," said Cromeans.
An email she finally received after filing an online complaint was the final straw.
"I owed $7.53 on top of the $68. They'd already charged me."
The email stated she didn't contact the agency fast enough to receive any refund.
"To me, if you take something out of someone's account, if you take money out of the account erroneously because of their error, they say they are not gonna refund it to me, that is stealing," said Cromeans.
TxDOT's attempts to improve its customer service for TXTag customers are well-documented. There was an internal audit last year, which included scrutiny of the billing system. TXDOT also announced during 2015 that it was committed to working on complaints and helping customers settle their accounts.
"I don't care if they even give me the money, I just want it resolved," said Cromeans.
TxDOT tells Eyewitness News it plans to reach out to Cromeans and review her case and regrets the frustration she's had trying to work out the details of her account.