28-02-2025
West Virginia delays $10 toll fee after ‘issues' with new system
CHARLESTON, (WBOY) — The West Virginia Parkway Authority said Friday that it is taking 'immediate actions' to address issues from its recently upgraded toll system.
The new system, which was installed and maintained by TransCore, replaced an outdated system and added new payment options such as credit card and pay-by-plate. However, the release said that problems have been reported with the new system, especially concerning tolls and fees.
12 News has received several tips from West Virginia drivers saying they were charged $10 more than expected when driving on the West Virginia Turnpike and several reported dealing with hours-long wait times and hold with the West Virginia Parkway Authority's customer service.
'We know our customers have been frustrated with aspects of this new toll system,' Parkways Authority Interim Executive Director Parrish French said in the release. 'We apologize for the inconveniences and are committed to making the necessary changes to improve this system immediately.'
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The actions being taken include delaying enforcement of the $10 'Fee for Notices of Tolls Due' until at least September 2025 and improving the customer service line available at 1-800-206-6222.
The release also clarified that in the future, drivers who do not have an E-ZPass or Pay-By-Plate account will have to use the cash lanes at most toll plazas, but for the North Beckley Plaza, travelers will need to visit to pay their tolls.
The cash-rate for passenger vehicle tolls on the West Virginia Turnpike is $4.50.
The West Virginia Parkways Authority will also launch a public education campaign to explain the new tolling system and will develop a new website.
Some confusion with the new tolls system might have been related to a recent text scam where text messages claim that the receiver owes an amount to a state or local toll but includes a link to a duped version of official websites. The West Virginia Parkways Authority website says that it will not text drivers regarding their toll charges.
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