Complaints

This profile includes complaints for RiverLink's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  RiverLink

  204 S Floyd St Kentucky Customer Service Center Louisville, KY 40202-1208

• 

  RiverLink

  PO Box 436177 Louisville, KY 40253-6177

• 

  RiverLink

  103 Quartermaster Ct Indiana Customer Service Center Jeffersonville, IN 47130-3627

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/08/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently received a bill from Riverlink and it was the first one I received. This bill was for an unpaid toll and a late fee for failure to respond to the initial bill. I did not receive this initial bill. I called the customer service number on 1/5//2024, waited ~30 minutes on hold, spoke to the agent and she confirmed that I do in fact have a riverlink account assigned to my vehicle, however it did not have my trailer on the account that was being towed by the vehicle on the account. I advised the agent that when I created the account a year prior, the agent then told me I can ONLY have this on my truck and not on my trailer. I told her that is fine if that will cover me. A year later, I drive through the same toll, the Riverlink system did not pick up my truck plate, only my trailer plate and because it didn't recognize it, they billed me. However, the bill came to me 4 months after the date I drove through the toll and it showed a late fee. I also have an iPass transponder which didn't pick up either. That's another issue that I will deal with. I spoke with an agent and a supervisor. Both unable to comprehend that I have done all that I can to NOT get into this scenario and they both state that they cannot do anything about the late fee as they sent out a bill, that I did not receive, so that is my fault that USPS failed both parties. It should also be noted that Riverlink is under new ownership as of April, after I created my account. They are now telling me that I can in fact have my trailer added to my account, which I will do. I have filed a dispute with Riverlink. I hope that someone with some customer courtesy will review it and realize I've done all that I can do. I'm happy to pay my toll, but I refuse to pay a late fee for something that I had no control over.

• Initial Complaint

  Date:01/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Have used the bridge to get from Wisconsin to Tennessee, where our daughter now lives. Have received toll bills before and been able to pay them online. Most recent bill is "not found" when I try to pay online. When I log into my account, it won't let me do anything because it shows an "outstanding bill". (No kidding). Have attempted chat 3 times-disconnected each time, stating to call the "customer service" number. Called "customer service"-on hold for 50 minutes and still didn't speak to anyone. Gave up. Tried to pay the bill through the phone function-entered the bill number and silence for minutes and nothing happened. Have emailed twice with no response. Simply want to pay the bill within the next 10 days before I'm charged interest and cannot do so. Will NOT send a check for fear they won't know what to do with it.

  Business Response

  Date: 03/04/2024

  Hi ******
  

  I’ve attached our response for ***** *******  The link has expired.

   

  Thank you,

  ****** *************

  RiverLink Customer Service Advocate

   

  Customer Answer

  Date: 03/04/2024

   
  Complaint: ********
  
  I am rejecting this response because: they took a month to respond. All they did was leave a voicemail asking me to call them. Considering I could never reach a person the last time I attempted to call, I will not be wasting my time again. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:01/05/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The incident supposedly happened on 10/10/23. I was sent a bill on 01/02/04. My license number doesn't match, no state was mentioned on the plate, I've never been through that toll booth or been in the area, the picture of the truck doesn't look like anything we own, and how did they get my name?

  Customer Answer

  Date: 01/10/2024

  
  Better Business Bureau:
  
  

  ****** ******

  *** ** ***** ***

  ******* *** *****

  Email:  ******************

   

  Dear Sir/Madam:

   

  Re:  River Link

   

  We just got a call from River Link saying a mistake was made.  The DMV, or so they said, was at fault.  The truck in the picture (which was awful) was a semi.  They apologized and promised to remove my name.  She said they received a call from the BBB - and that made all the difference.  Thank you so, so much.  

   

  Sincerely,

  ****** ******

   

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:01/04/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 6th I was traveling southbound on I65 from Indiana to Kentucky. I crossed the toll bridge when I crossed into Kentucky. I am trying to pay my toll and I have called the RiverLink customer service number ***** ******** and have waited over 30 minutes on hold and did not get a response. I have called at least 6 times and each time same results. I have logged onto their website and attempted the live chat. Each time I get no response and it says to call the ************* for customer service. They have service hours listed 8 a.m. to 6 p.m. central time. Every time I have called I get a record that says they are experience high call volumes. Today I called at 8:01 a.m. and got the same recording. They have made it impossible to contact them. I have written RiverLink an email from their website and still did not get any response. They have made it impossible to contact them.

  Business Response

  Date: 01/10/2024

  Response Attached 
  ****** *

• Initial Complaint

  Date:01/04/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received an invoice for some tolls which I question because I usually travel to no toll routes. However, I was willing to pay the tolls. The invoice suggested that I set up an account to get a discount. So I set up the account added the $20 min balance required and paid for 2 responders. Then I added the additional money needed for the tolls, however it wouldn't let me pay those tolls. I have left several email messages online, I have called and been on hold every time, twice waiting for over an hour on hold and no one answers. I emailed them and never received a response. Now they sent me another bill in the mail adding additional fees. I don't think I should have to pay the additional fees since I have been trying to resolve this from the first time I was notified. Plus, I would like the discounts that they said I would be eligible for if I set up the online account which I did. I wish the toll booths would come back where you could pay cash as you go, especially since they don't answer you at all.

  Business Response

  Date: 01/10/2024

  Response Attached

  Thank you, 
  ****** *

• Initial Complaint

  Date:01/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This looks like fraud... at the very least unprofessional and sloppy. 1. Received first notice today 1/3/2024 and it already has a late fee. 2. Billing period is 11/21/2023-12/20/2023. 3. The only time I drove through KY/IN was May 2023.

  Business Response

  Date: 02/13/2024

  Please see attached. 

• Initial Complaint

  Date:01/04/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I Received a bill in December 2023 for crossing a toll bridge in Kentucky in May 2023. The bill was sent to a previous mailing address. Therefore, I did not receive the bill until the bill was due. When I went on line a few days after it was due to pay it , there was a $5 late fee added that I cannot remove and then pay the tolls . I tried to call several times . I wanted to speak with someone about getting the late fee waived. and no one answered the phone. (waiting 20-30 minutes each time). I finally connected with someone using the chat service . (after waiting 20 minutes.) I was told by the chat person that the late fee could only be waived if payment was made at the time and it could only be done over the phone. I was prepared to do that. I waited on hold for 1hr and 5 minutes to finally reach someone who simply said" the late fee cannot be waived" This is the worst customer service I have ever experienced. It took them 6 months to send a bill to the wrong address. I'm a few days late and they charge a late fee. Clearly a state run agency with zero interest in customer service. Yes, the late fee was only $5 but it's the principle that upsets me.

  Business Response

  Date: 01/08/2024

  Response Attached 
  Thank you, 
  ****** *

• Initial Complaint

  Date:01/03/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to pay a $5.04 toll online. They charged me $20 and i have no means to apply to the toll charge.

  Business Response

  Date: 01/08/2024

  Response Attached

  Thank you, 
  ****** *

• Initial Complaint

  Date:01/03/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Riverlink website never works thus creating past due balances for people who can't pay their bills online like it claims. This created last bill to be paid on the day it was due (tried and tried many days before) and then eceived a new bill 1698101 with a $5 late fee. Have tried to call, chat, and pay online. No answer to call, no response to chat, no ability to pay online because I keep just getting the same error over and over again and it never progresses to a screen to pay.

• Initial Complaint

  Date:01/03/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have received a bill for RiverLink with a late fee. The bill is addressed to my husband, but he has no account with RiverLink. Our account is in my name. We have transponders on our car, so we shouldn't be receiving bills for our vehicles. When I went to check my account, my license plate number has been changed on my account. However, I can't edit it to correct it.

  Business Response

  Date: 01/14/2024

  Hello,

  RiverLink's response is attached.

  Thank you.