The Illinois TollwayReviews of illinoistollway.com

I called about an invoice I got when I am actually a toll member with an account. The scanner never scanned. It took 3 times to finally talk to someone who proceeded to belittle me and explain to me I was wrong when I had proof I was right. I ahd an account that was never charged until they decided to invoice me 4 months later for a series of charges. Double toll fee on top of an invoice fee for every toll but I only received one invoice. Could you imaging getting your electric bill with an invoice fee for every time you turned on a light? The girl refused to help after she belittled me. All I asked was to reduce the invoice fee down to one due to their faulty equipment. I tried to do the customer service survey and was hung up on. My dispute via mail was shut down without a single conversation. IL Tollway is a criminal organization, and they know it. They purposely miss scans and dont fix to collect a large fee every year that's unjustified.

I tried numerous times to talk to a illinois tollway customer representative and each time I got a recording to try again later..terrible servive

This is probably the WORST experience I have ever had with any customer service line. My husband and I traveled through Illinois in summer of 2024. After our trip, we received an invoice to pay for the tolls we went through. We paid it right away. Roughly a month later, we received another invoice that was double the initial invoice. I called customer services and explained my situation to one of their representatives. I told her I had paid the initial invoice so I should not be receiving another invoice (we had only received the second invoice because apparently we didn’t pay the first one). The lady told me if I could fax them proof that I had paid the initial invoice, all would be good. She also told me that if I didn’t receive a phone call from them that all would be taken care of. I told her I would fax her proof of payment the next day, which I did. Another month goes by and my husband and I receive ANOTHER invoice, this time over triple what our initial invoice was (it somehow went from $19.62 to $108.30). I call customer services AGAIN and explain my situation. The man I talked to tells me that he can’t see any proof of payment, so I ask to speak to a higher up (because at this point, this is ridiculous!). After placing me on hold, this man then gets back on the phone and tells me the supervisor can’t do anything either because they’ve sent us to violation enforcement services!! Ok… I ask this man for the number and he gives it to me. I call the number that was given to me, and after being on hold for 35 minutes, violation enforcement services finally picks up. After explaining my situation, the lady I’m speaking with tells me that they can’t see any proof of payment because they’re “different companies”. Therefore, if I wanted to “dispute my violation”, I’d have to fax them proof of payment and do this paperwork and that paperwork. I tell her to forget it and just pay the $108.30 because I no longer want to deal with this situation. This went on FOR MONTHS. Must I also add, I called several times, and many of those placed calls were never returned. Overall, I’m extremely disappointed and will hopefully never have to deal with this again. Their wait times are horrible and they have no willingness to resolve issues.

THIS IS THE WORST COMPANY EVER... I HAVE BEEN A LONG TIME CUSTOMER OF THIS COMPANY SINCE EARLY 2000's. I HAD AUTO REPLENISH SET UP FOR $30 FOR YEARS, AND HAVE NEVER HAD AN ISSUE. THIS PAST YEAR, I ADDED ANOTHER CAR TO MY ACCOUNT AND ITS BEEN DOWNHILL EVER SINCE! FIRST, THEY WERE CHARGING VIDEO TOLL PRICES FOR EACH TOLL. I WENT TO THE OASIS, AN AGENT SAID MAYBE MY TRANSPONDER WAS FAULTY. THEY CHECKED BOTH, THEY WERE IN WORKING ORDER. I PAID OVER $500 TO BRING THE ACCOUNT CURRENT, THEN ADDED $100 TO THE ACCOUNT. MAYBE TWO DAYS LATER, THEY STARTED CHARGING MY AUTO REPLENISH ACOUNT ALMOST EVERY TWO DAYS UNTIL I HAD TO CUT IT OFF. I CALLED TO MAKE A PAYMENT PLAN FOR MY BILL. THEY SAID I OWED $1500 FOR ONE CAR AND $500 FOR THE OTHER! WHAT?? RIDICULOUS. I ESTABLISHED THE PAYMENT PLAN ANYWAY , AND WAS MAKING PAYMENTS, I CALLED TO MAKE A PAYMENT ONE TIME, THE AGENT TELLS ME I STILL HAVE ANOTHER BALANCE OUTSIDE OF THE PAYMENT PLAN $900!!!!!!. HAD THE NERVE TO TELL ME TO JUST ADD IT TO MY PAYMENT PLAN! WHAT!!I HAVE CALLED THIS COMPANY SEVERAL TIMES, TRIED TO SCHEDULE A HEARING, AN AGENT BASICALLY ASKED ME WHAT WAS I GONNA DO ABOUT IT? I FEEL RAPED BY THE ILLINOS TOLLWAY! THEY INTENTIONALLY DONT INCLUDE TOLLS SO THEY CAN CHARGE LATE FEES FOR THEM LATER... I HAVE NEVER FELT SO DISRESPECTED AS A LONGTIME PAYING CUSTOMER. COMPLETELY RIPPED OFF.. THE ILLINOIS TOLLWAY IS THE EPITOME OF HIGHWAY ROBBERY. I WILL TELL EVERYONE I KNOW TO AVOID THE TOLL AT ALL COST. THE TEN MINUTES THAT IT SAVED ME IN MY COMMUTE IS NOT WORH IT. I WILL HAPPILY TAKE THE LONG WAY AROUND FROM NOW ON.

If I could give 0 stars I would. I was charged full price for tolls when I have a transponder. I called cust. svc #800-824-7277 the DG location. I waited 27 minutes for the CSR to answer. The person has no clue what they were doing. I was looking at my account and pulled up the fees, dates of when the tolls went through faster than the CSR. Completely incompetent. Why do I have a transponder and account for at least 20 years and no discount??? Worst customer service I have experienced ever! Could not even tell me if my transponder was active or if I need a new one. I hung up on the CSR and the CSR had the nerve to call me back? WTH kind of service are you running Illinois Tollway? Why are your CSR's so bad? Don't they have training? Maybe try educating your CRS's before they answer any phone calls, and they do not know how to answer Q's? Just very rude, and ignorant not knowing how to answer q's. Unbelievable!!!

The APP is horrible! It always logs me out of my account and I try to log back in, it then tells me my account is detected by pay by plate when I clearly have had a transponder for TWO years now, and now the APP won’t show my true information. I can’t re-log in, nothing!!! It’s very annoying to deal with!

On Oct 13th I signed up for an Ipass and used a debit card to pay my $20 initial fee. I was told it would take 3 to 4 weeks. After 3 weeks, I called customer service and inquired about why it takes so long & when my transponder ticket is to be mailed. The customer service person had no info on that. Said I could go to Jewel or Road Ranger to buy one. They are all 1.5 hours away, so I thought I would wait another week and call again So I called Customer service again today. Spoke to Ingrid who was polite but not sympathetic. She informed me that my transponder request was canceled. She had no idea why, could not give me another option on anybody else to talk to or help. She mentioned Jewel/ Road Ranger options. I need to travel out of state in a few days, so I am going to need to travel 3 hrs round trip to buy a sticker. Neither Ingrid or the first person I talked to, offered any kind of apology or said they were sorry for the Tollways failure. I can't understand why it takes so long to put a a sticker in an envelope and mail it, and also have it canceled with no notification. Somebody needs to review sticker allocation procedures and customer service protocol. Thank you.

Payment processor on Pay by plate is consistently broken. It has not allowed me to store or update a new payment method. It's also tried billiing me simply passing OVER 90 not even using a toll.