ComplaintsforTransCore
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Complaint Details
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Initial Complaint
01/08/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
For 2 months, I have been attempting to access my ** Pass ******* unsuccessfully because TransCore is not fulfilling their contractual obligations. TransCore was awarded a 10-year, $*** million contract for management of the ** Pass ******* "...The new customer-service system will include establishing, staffing and managing a more efficient and responsive Customer Service Center for ***Pass ******** operations. "Drive ** **" website and customer service are THE WORST I have EVER encountered! I have attempted multiple time on multiple days from a variety of web browsers to access my account. Their site says to do the initial migration, but their migration site does not WORK. I cannot access my account by my transponder number, my account number nor my name. I tried the customer service chat. It did not work. Then, the customer service phone line. The automated voice kept telling me to "try the self-service web site for faster assistance," which I couldn't do because their site doesn't work. The wait time was ** minutes. I waited patiently for an hour to speak with a customer service rep, the entire time the automated voice kept counting down my wait time and telling me to use their website. When I got down to my 3-minute mark, and the voice comes on again and says my wait time is 87-minutes?!? I attempted again today with the same results - my supposed 8-minute wait got down to 3 minutes when it kicked me back to another 5 minute wait. This went on for ** minutes, no answer. I want access to my account. I'm clearly not alone in my complaint of TransCore. https://*************.com/matterformallory/lawmakers-question-mdta-executive-director-about-***pass-customer-service-issuesBusiness response
02/10/2022
Business Response /* (1000, 8, 2022/02/03) */ Contact Name and Title: ******* C*******, AGC Contact Phone: XXX-XXX-XXXX Contact Email: ****************@transcore.com TransCore has reviewed Ms. *****'s complaint, and sympathize with her frustrations. As Ms. ***** has requested, we will reach out to her directly within 7 days of today to assist her with online account setup. TransCore disagrees with her characterizations that it has not fulfilled its contractual obligations. However, TransCore is committed to providing quality customer service and it appreciates the chance to address any customer's concerns if they feel we have not provided that quality service.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.