Key Takeaways:
* The Washington State Department of Transportation (WSDOT) has issued a cautionary notice about using the bill payment company Doxo.
* The WSDOT alerts customers are due to confusions and complaints over delayed payments and subsequent late fees from using Doxo.
* Doxo has refuted these allegations and maintains it offers clear information on transaction details and delivery dates.
* In light of a recent FTC lawsuit against Doxo, the Seattle-based company has continued to deny all charges of consumer deception.
After receiving numerous complaints from consumers, the Washington State Department of Transportation (WSDOT) has advised caution when using the Seattle-based bill payment platform Doxo for toll payments.
WSDOT Advises Against Using Doxo
In orange flyers included with ‘Good to Go!’ toll bills, WSDOT points out that Doxo is unaffiliated with ‘Good to Go!’. The report suggests that consumers have been achieving payments made through the Doxo platform, resulting in control over the fees Doxo may charge and timing for payment processing. This situation has led to additional late fee penalties for unsuspecting customers.
User Complaints and Frustration
Many customers, Lauren McLaughlin, a communications specialist with WSDOT’s toll division, stated, expressed confusion and frustration because of late fees imposed when their payments, made via Doxo, were delayed. The payments lag has been an issue for consumers who didn’t realize they were using a third-party service until they queried the late fee. McLaughlin recounted a situation where a customer was hit with a $3.99 late fee on a $3.20 toll charge simply due to the payment delay associated with using Doxo.
Doxo’s Defense
Doxo, founded in 2008, serves as a hub for customers to manage and settle their bills from one location, using any card or bank account. Liz Powell, head of marketing communications at Doxo, stated that the company’s bill payment page for ‘Good to Go!’ clear branding and association with Doxo.
Furthermore, Powell emphasized that all payments through Doxo present the user with the specific payment delivery date before submission. The users must confirm that the delivery date is prior to their due date before making payments through Doxo, Powell added.
Recent FTC Lawsuit
The FTC’s recent lawsuit against Doxo accused the company of deceiving customers, making them believe it was an official service for companies they intended to pay. Moreover, the FTC alleged that Doxo used web design tricks to push customers into unwanted subscriptions. Yet, Doxo has staunchly denied these allegations, calling them misrepresentations of its business model.
A Warning against Scams
Meanwhile, WSDOT continually sends out flyers along with every bill, regularly updating them with important information. This approach seeks to help consumers distinguish between the department’s communications and phishing attacks masquerading as WSDOT or ‘Good to Go!’.
Earlier this year, WSDOT flagged fake emails and texts by imposter collection agencies seeking payment for overdue toll bills, still front and center on the ‘Good to Go!’ website.
As the digital space continues to evolve, consumers are implored to stay vigilant and ensure any third-party payment platforms used are reputable and trustworthy. While Doxo strives to make bill payments easier, the current cautionary notice by WSDOT compels users to double-check before proceeding with any transactions.
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