Several drivers say RiverLink website is too confusing when orde - WDRB 41 Louisville News

Several drivers say RiverLink website is too confusing when ordering bridge transponders

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LOUISVILLE, Ky (WDRB) – Confusion on the RiverLink website has some commuters seeing possible extra charges on their bank statements.

More than 35,000 vehicles are expected to cross the tolled East End Bridge every day once it opens, but trying to sign up for one of those transponders has been tricky for some drivers.

On Tuesday afternoon, several commuters were in the lobby of the RiverLink Customer Service office in downtown Louisville.

Several drivers tell WDRB they have seen addition $20 charges on their bank accounts each time an error message appeared on the RiverLink website while registering their vehicles for transponders – money they say will never be charged to their account aside from the initial $20 balance needed for the site.

“I tried online, I couldn’t get one. I couldn’t create an account at all, and I was able to get ahold of some with the 800 number after I looked at the online portal,” said Mark Williams, who said he waited more than an hour on the phone with customer service before going to the RiverLink center in person.

RiverLink officials say customers may experience issues with the website only if information on their vehicle or certain dates/numbers are imputed incorrectly.

Also, know all the basics about your car before heading to the website so you don’t get logged off before registration is complete.

“That’s the year, make, model, color – that’s easy," said RiverLink spokesperson Mindy Peterson. "License plate number is the one that gets people, and it causes them to pause and think about it."

Drivers can sign up for the transferable E-ZPass, which costs $15 and can be used in 16 states, or the free permanent sticker.

As for when tolls for the bridge will begin, that is still to be determined, but RiverLink officials confirm it will be sooner than later.

“We expect it to happen in the very near future," Peterson said. "I wish I could give you a date, but it really depends on system testing."

More than 40,000 people have signed up for the E-ZPass transponders, and they will be sent to drivers a few days before tolls take effect.

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