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.

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.