Illinois Tollway

Why bother implementing in-app feedback when the button for sending it is always disabled? And how do you expect to receive a quality bug report with all the details in only 250 characters? Either those characters are expensive or you simply don’t want to read any feedback, but why bother with any of it then?New version pops a red error about something went wrong each time the app is launched. It doesn’t properly refresh balance or last transactions upon app launch and keeps showing data from the last time app was used which could be days ago! The system in general has way too much lag when updating transactions which has no excuse with broadband everywhere and cheap cloud resources.

(Pay by plate)Ok, so at first it’s confusing but it takes 2-3 days for the tolls to be processed and you will get an email saying that the tolls are there and you can put a payment, then I put my payment information and it took 3-4 days to process , ignore if it says it can’t be processed or paid just submit again as long as your card is there and say primary on the card you put and you should be ok. Then it’ll accept payment before 14 days. You will also get a email confirmation stating that your toll has been paid as long as your card says primary and you submit your card you should be ok but do it right as the tolls are up and ready to pay or if you start paying 1-2 days before the 14 days it’ll take 3-4 days to process that payment and it’ll be considered late and you’ll pay a late fee. It was confusing but now I know.

I got burned after last year’s trip to Chicago because I didn’t know about paying the tolls online. When I did download the confusing app and (thought I) paid, it turned out I had paid on an old plate, so I was penalized with a late fee. When I finally found a telephone number to speak with an actual person and explain the situation, I was given a “grace” period but never a resolution. I eventually ended up paying the fee plus the late penalty. For this year’s trip, not only did I know to use the app, but also warned friends traveling with us about the challenges Chicago visitors face using the toll roads (which no longer have tickets/booths, only easy-to-miss/confusing signs that say “Pay online”) and reminded them to use the app. I just went on to see what I owe and the app says there are “no current charges” and that I may wait up to TWO weeks to see my charges. Unfortunately, there’s only a TWO week period to pay the tolls without penalty. So, now I wait around to see if things come through the app in time for me to not have to pay a penalty. Do better, Chicago. This system is stressful to visitors and not in the least customer friendly.