The North Texas Tollway Authority has responded in full to the previous Dave Lieber column about the single mom who went to jail for 27 hours because of a problem stemming from unpaid tollway fines. She says she never received any notices. The NTTA says she did. But did she?
Fortunately, we can take advantage of the unlimited space offered on the Internet to post, in full, NTTA spokeswoman Susan Slupecki’s response and my response to her, also in full.
You decide.
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From: Slupecki, Susan
Sent: Wednesday, October 06, 2010 2:57 PM
Subject: Your article: “Unpaid Tollway Authority bills can land you in jail”
Mr. Lieber,
This letter is in response to your story that appeared in Sunday’s Star-Telegram, “Unpaid Tollway Authority bills can land you in jail” (dated Oct. 3, 2010).
Not only did you miss several salient points, but as a reporter you have an obligation to present all the facts, which clearly did not happen in this case.
So in the interest of accuracy and removing any negative light you have shed on the NTTA as a result of this article, I, again, offer the following facts.
Ms. Butler received three invoices from the NTTA in 2005 (two in May, one in November), as well as several additional notices in 2005 and 2006 requesting maintenance on her TollTag account. None of the invoices or notices were returned to us (indicating a bad or incorrect address). Had they been, the invoicing action could have been stopped and wouldn’t even have gotten to the DPS/citation stage. However, a DPS citation was issued in September 2006 for the first invoice.
You state in your article that Ms. Butler contends she was “never notified of any unpaid bills or court appearances and that her address is correctly listed with the state and the NTTA, where she keeps a current TollTag account.” However, you failed to support this contention with any documentation that would validate her claim. You then contradict this very statement further in your article when you say that Ms. Butler did, in fact, “hear” about a notice: “She remembered hearing about one notice that went to her now-deceased grandfather in Austin in 2006.” But again, you failed to state whether or not Ms. Butler contacted the NTTA prior to the citation being issued. The fact is, she did not. Despite our many attempts to reach her, at no time during the invoicing/notice/citation period in question did Ms. Butler contact us to address any maintenance, problems or concerns with her account.
Furthermore…you state in your article: “Officials said last year that they had improved their use of databases to get more-accurate information.” But you failed to demonstrate how we did this by excluding relevant information I provided to you last week outlining safeguards the NTTA has in place to ensure accuracy in our databases:
– We receive weekly record updates from the Texas DMV.
– We also run all our invoices through the National Change of Address (NCOA) database through the United States Postal Service to ensure accuracy of the address during invoicing.
– The Department of Public Safety issues a citation only after a vehicle title record MATCHES the driver license record address, name, etc.
Based on that last bullet alone, you also failed to question how it could be possible that DPS – the very agency that presides over driver license information – did not have Ms. Butler’s current address at the time the citation was issued in 2006. Seemingly, nor did the Collin County Justice of the Peace Court when a citation to appear in court was issued, OR the Collin County Sheriff’s Department when a warrant was later issued for her arrest for failure to appear in court.
The fact is, Texas law requires individuals to update the address on their driver license within 30 days of moving to a new residence. If it is true that Ms. Butler moved during the period in question, then she had an obligation to notify the Texas Department of Transportation.
Furthermore, address information is to be corrected during re-registration of vehicles, which occurs annually. Did Ms. Butler ever correct her registration information with TxDOT during the time in question? Had she done so, the violation notices sent to Ms. Butler notifying her of unpaid tolls would have been directed to the new address. Ms. Butler’s toll violations occurred in early 2005, and the criminal case against her was not filed until September 2006. She had ample time to comply with state law regarding updating her driver license and vehicle registration information before her unpaid tolls resulted in the filing of a criminal citation, yet she apparently failed to do so.
Then there is the question of how Ms. Butler could have even accrued toll violations if her TollTag account was current during the time in question. The fact is, TollTag accounts must be in good standing in order to work properly. We must not only have current address and vehicle information, but also current payment information. As I explained to you last week, having a TollTag account is similar to having a checking account—it is merely a method to pay for transactions and does not guarantee payment without a positive balance. Was Ms. Butler’s address, vehicle and payment information current and her TollTag account in good standing in 2005 and 2006? The fact is, the most common reason a TollTag customer receives a violation invoice is because the credit or debit card the customer has on file for their account has expired or is no longer valid and, therefore, the account can no longer keep a positive balance.
Clearly, there were several factors that made up Ms. Butler’s case. But as I mentioned to you before, there is information I was not able to provide to you as disclosure of certain customer account information is prohibited by Section 366.179 of the Transportation Code. Still, given all the information I have provided you, I wonder how you can use your article to question the accuracy of the NTTA, the Department of Public Safety and the Collin County court system – yet, never question Ms. Butler for her role in her situation. I think the obvious speaks for itself in this case – Ms. Butler was not being completely straightforward with you, and the unfair story that resulted is just another example of many generated by the media that perpetuates the misconception that the NTTA is solely responsible for some situations customers like Ms. Butler find themselves in.
Because it is very important to the NTTA that members of the media portray these types of situations legitimately and accurately, we would be happy to go over Ms. Butler’s account with you provided she sign a waiver allowing us to discuss her account freely while both of you are present. If you are open to this idea, please let me know and I will be happy to facilitate a dialogue among all the parties involved.
Thank you,
Susan Slupecki
Asst. Public Information Officer
North Texas Tollway Authority
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From: Dave Lieber
Sent: Wednesday, October 06, 2010 3:18 PM
To: Slupecki, Susan
Subject: RE: Your article: “Unpaid Tollway Authority bills can land you in jail”
Susan,
Thank you for your comments. Of course, I would be happy to meet.
With your permission, I’d like to print your letter in response on my blog so everyone can see your points when they come across it in the future.
I believe the story was quite clear that it was her word, not her documentation against the NTTA’s position. I made no bones about it.
In most, if not all cases, I quoted her as saying it, rather than presenting her statement as fact. You accurately used the word “contends.”
I would submit that you would contend to your position, too. You say you sent letters to her. They did not come back to you. You accept that as fact that they must have landed at their proper destination. I find that to be a stretch. Why wouldn’t you use return receipt requested mail to insure this? Several readers have indicated to me in the past few days that they would hope that any government or authority would use something more sophisticated to ensure that letters are going to their proper places, rather than “we sent it and it was never returned.” Especially when the end result could be jail time.
By your chairman’s own comment in the story, there have been numerous address errors in the past. Plus, even without his forthright comment, I, and many other members of the media have in the past reported about a stream of address problems. My point is that, considering NTTA’s track record, this incident is in the realm of the possible, not the impossible.
That’s why I was willing to let Butler have her say. Your paperwork that you showed me, and your letter her, contending that she did, in fact, receive the notice, is based on a supposition as weak or as strong as her own contention.
I would like to print your note in its entirety on my personal blog so others who find the story in the future can read it and make up their own minds. But I won’t do that without your permission.
Dave Lieber
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Read previous posts by Dave Lieber on this subject
– Watchdog Nation says: Give ’em hell, Victor!
– Here’s how to take back some of the authority from the North Texas Tollway Authority
– Woman goes to jail for unpaid toll bill she says she never received
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Dave Lieber, The Watchdog columnist for The Fort Worth Star-Telegram, is the founder of Watchdog Nation. The new 2010 edition of his book, Dave Lieber’s Watchdog Nation: Bite Back When Businesses and Scammers Do You Wrong, is out. Revised and expanded, the book won two national book awards in 2009 for social change. Twitter @DaveLieber
