ComplaintsforRiverLink

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Initial Complaint
04/16/2024
Complaint Type:
Billing Issues
Status:
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.
After receiving my bill, I paid it within 2 weeks of receipt. Then I get a bill saying I owe a $5 late fee. I thought that this was a mistake since I paid the bill in a timely manner. Now I have a bill with the $5 late fee, a$25 violation fee and a$30 collection fee. It seems as if they are trying to extort money from me with the threat of a registration hold placed on my vehicle. I pay all my bills in a timely manner and I feel like their billing practices are straight from the mob. I would like all late fees forgiven.
Business response
04/16/2024
Hello,

RiverLink's response is attached.

Thank you.
Initial Complaint
04/05/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I received a bill from RiverLink in December 2023 for a trip I drove from Nashville to Glen Ellyn, IL in June of 2023. I paid the $4.80 immediately. It was due on Dec. 29 and I mailed the check to RiverLink on Dec. 15. I received a second bill from RiverLink in January of 2024 this time for the original toll plus a $5.00 fine. I notified them that the original toll was paid on time, and I sent them a copy of the canceled check. I received a third bill from RiverLin in February of 2024. This time, the bill showed that the original bill of $4.80 had been paid, but in addition to the first fine of $5.00, they were now fining me an additional $25.00 -- a "violation fee." So, this bill was for $30.00 total. I tried calling RiverLink countless times. Their phone number is a joke. It is NEVER even in service. So, I not only submitted their Dispute form with documentation online but I also emailed it to RiverLinkk via Certified Mail to ensure that someone there had to actually sign for it. And what happened? You guessed it. in March, I received a FOURTH bill from Riverlink this time with an additional fee of $30.00 -- a "collection fee." So, this 4th bill was for a grand total of $60.00. I immediately contacted the Kentucky State Attorney’s Office and filed a complaint against RiverLink. I submitted a 2nd dispute form to RiverLink, as well. I have emailed RiverLink's customer service three times -- NO RESPONSE. River LInk NEVER responds to anything. I will continue to work with the Kentucky State Attorney General’s office. If necessary, I will hire an attorney. I do not owe RiverLink a dime. The $4.80 fee was paid ON TIME in December. What is WRONG with this company? Please help. Thank you, ****** ****
Business response
04/10/2024
Response attached.
Kind regards,
Riverlink customer service advocate.
Customer response
04/11/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

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
03/27/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
River Link took a picture of a vehicle and sent it and a bill to my wife and I stating that we went through a toll without paying. The picture clearly shows a Dodge pick up with a cover on the bed. Our truck was no where near this area and they are demanding we pay a now 65.00 charge and keep adding penalties to the amount. I told them our vehicle was registered in Illinois and that they have a plate from a different state. They denied my dispute request without PROOF that the vehicle in question is ours. I just want them to do the right thing and take a look at the picture and see that the truck in their picture has a DODGE emblem on it. If they would run our plate in Illinois they would clearly see that our vehicle is a GMC and clear us and our vehicle of any wrong doing.
Business response
04/10/2024
Response attached.
Kind regards,
Riverlink customer service advocate.
Customer response
04/11/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

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
03/26/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I was billed by RiverLink for using a tollway I never knew anything about. I tried contacting RiverLink multiple times and different ways to confirm it was not a scam. Many phone calls without ever getting to a human being. Emails to the organization. When I got another bill with $20 added for being late, I sent a payment of $20 with a note explaining why I was late. I continued to try and reach a person by email or telephone. Nothing. Today I received another notice with an added fee. I will try again to reach someone by some means because I feel I am being abused by a computer program set up to bilk me on a simple toll charge, one so brief I don't recall it. I will add that I am a senior citizen, but I know who to use of complete and online payments but RiverLinks online bill pay DOES NOT WORK FOR ME! I KEEP GETTING ERROR MESSAGES AND TOLD TO CONTACT THEM. PLEASE HELP ME STOP THIS MADNESS!
Business response
04/19/2024
Hello,

RiverLink's response is attached.

Thank you.
Customer response
04/23/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

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
03/25/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
see Attached document
Business response
04/10/2024
Response attached.
Kind regards,
Riverlink customer service advocate.
Customer response
04/16/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

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
03/25/2024
Complaint Type:
Billing Issues
Status:
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.
We are struggling to get River Link to contact us regarding improper charges. We have two accounts (1 personal and 1 business) and have vehicles loaded. We cannot get a customer service person on the phone, even after hours of holding. If you attempt to stop by in person they tell you immediately that it is about a 4-5 hour wait. They do not respond to emails. We keep getting charged non-transponder rates even though all of our vehicles are loaded properly into the system. Nobody responds to the tickets submitted to the website, with the exception of 1 time where it just says denied.
Business response
04/09/2024
Response attached.
Kind regards,
Riverlink customer service advocate.
Customer response
04/10/2024

Complaint: ********

I am rejecting this response because:
Riverlink did call and I couldn't get the call quick enough. They did not leave a message nor a way to get them back on the phone.

Sincerely,

******* *****
Business response
04/12/2024
Hello,

My name is ******* we received a rejection letter from ******* ***** this week. I reached out to him on 4/9/2024, I called and got sent to voicemail. Left a voice and sent him an email. Please see screenshot below. I will reach out again today.
Initial Complaint
03/21/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
RiverLink sent an invoice in late January (Monthly Bill #******* for billing period 11/26/23 -1/10/24). The amount due was $5.04 with a Payment Due Date of 2/6/2024. I paid this bill online at ************* per the invoice. It was paid online on 2/2/2024. The full amount due of $5.04 was paid. In February we received a second invoice (Monthly Bill #******** that showed our payment applied on 2/2/24, but also showed a $5.00 amount due for late payment/unpaid monthly bill. I have tried calling multiple times and waited on hold for endless hours trying to get through to someone to address why we were charged a $5.00 late fee when our payment was made on 2/2/24, which was 4 days before the due date on the invoice. On 2/21/24 I sent an email to customerservice@************* to ask for help resolving the issue. No response. On 2/23/24 I sent another email to the same email address with their Toll Dispute Form attached. Online indicates that accounts with pending disputes will not incur further charges. I still have not received a response to this dispute form. Today 3/20/24 we received a THIRD invoice, this one (Monthly Bill #*******) has a Total Amount Due of $30.00, which is the $5.00 late fee that was invoiced in February plus a $25 violation fee for not paying the $5.00 late fee. It also says any tolls and charges that are in an open dispute are not included in the bill. But the fees continue to increase. It also indicates that non-payment will result in the bill being sent to collections and another fee being assessed, and well as a hold being placed on the vehicle's registration with the DMV.
Business response
04/10/2024
Hello,

RiverLink's response is attached.

Thank you.
Customer response
04/11/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.

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
03/20/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I had a toll bill to Riverlink for $8.39 due on December 29, 2023. I paid the bill by check (#****) which cleared my checking account on December 26, 2023. Since then I have received 4 bills with late fees, violation fees and collection fees totalling $60.00. After each bill I have sent copies of the bank records and photos of the check and date that it cleared. I also filled out a dispute form. I honestly don't know what else to do. They keep sending bills with late fees that are not owed. I have called the customer service number and have been on hold for 30 minutes now. Please help. I feel harrassed. By the way, the toll lane that I went thru was open, but no one was manning the booth. I had no choice but to continue on. Account #********
Business response
04/10/2024
Hello,

RiverLink's response is attached.

Thank you.
Customer response
04/10/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.

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
03/20/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 3/19/24 we received a bill from River Link for $35.04. It states the toll (5.04) is for 12/12/23. The bill also includes a late fee (5.00) and a violation fee (25.00). This was the 1st bill that we received. Went on the customer service portal and it also lists just this one bill that was mailed 3/12/24. I filed an online dispute but it does not give any indication of when a decision will be made and I do not want to take the chance of this going to collection. I attempted to chat on line with customer service today (3/20/24) but received message that they were too busy and to call them. I called today (3/20/24) and waited on hold for 1-hour before I was finally able to speak to someone. I explained the situation and she said "the only way we will waive the late fee and violation is if you set up an online account with us". I told her that I did not feel I should be forced into setting up an online account to get fees and violations waived when it is apparent I was never even sent the initial bill. She then said she shouldn't even be talking to me because I wasn't the registered owner of the vehicle. Told her I was indeed the registered owner and did not know why they sent bill to my husband. She then told me I could either get my husband on the line to set up an account or I could pay the full amount. Once again I told her I would not be coerced into setting up an account that I did not want.
Business response
04/10/2024
Hello,

RiverLink's response is attached.

Thank you.
Business response
04/10/2024
Hello,

RiverLink's response is attached.

Thank you.
Customer response
04/10/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.

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.
Customer response
04/10/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.

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
03/20/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have received four billing statements within the last couple of years from a toll bridge service that covers portions of Kentucky and Indiana. We have not driven through any portion of Indiana or Kentucky. The statements are threatening as they state that the bill will be turned over to a collection agency and a registration hold can be placed on the vehicle's registration. I hope that nobody is actually falling for this scam. It needs to stop.
Business response
04/05/2024
Response attached.
Kind regards,
Riverlink customer service advocate.
Customer response
04/05/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

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.

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