FasTrak® Customer Service Center to Close for Weekend System Upgrade | News

News Release

FasTrak® Customer Service Center to Close for Weekend System Upgrade

FasTrak Use at Toll Bridges, Express Lanes or Parking Facilities Will Not Be Affected
Thursday, October 30, 2014

OAKLAND, CA The FasTrak Customer Service Center will close this weekend for an upgrade to its customer account system. During the upgrade process, the FasTrak electronic toll collection system will remain fully operational – electronic toll collection at toll bridges and in express lanes, and payment for parking in FasTrak-equipped facilities will not be affected. Customers can continue to use their FasTrak tags as they regularly would.

FasTrak’s Customer Service Center, located at 62 First Street in San Francisco, will close on Friday, Oct. 31 at its normal time of 5:30 p.m. and will not reopen until Tuesday, Nov. 4 at 8:30 a.m. During this time, account access and payment functions will be unavailable online, over the phone, or at any of the cash payment locations. 

“This weekend’s brief customer-service hiatus will not affect the vast majority of FasTrak customers,” said Carol Kuester, BATA’s Director of Electronic Payments. “Their FasTrak toll tags will function as normal at all FasTrak facilities. We just want to notify those customers who might have a time-sensitive need to pay a notice or to receive assistance from the Customer Service Center that these services will not be available for them this weekend.”

Full operations are anticipated to return Tuesday morning. Customers with time-sensitive notices have been provided advance warning of the upgrade dates and will be provided with a grace period without penalty through Friday, November 7th. Additional information related to the system upgrade and the grace period is provided on the FasTrak website.

Commenting on the upcoming system upgrade, BATA’s Kuester noted that there are now nearly 1.5 million FasTrak accounts in the region – an increase of 25 percent since 2012. “This rapid growth has placed a strain on our data management systems,” Kuester said. “The upgrade planned for this weekend will allow us to better serve our customers – old and new – and we hope that these improvements will more than offset any temporary inconvenience the upgrade may cause.” 

The Metropolitan Transportation Commission (MTC) is the transportation planning, financing and coordinating agency for the nine-county San Francisco Bay Area. The Bay Area Toll Authority (BATA), which is directed by the same policy board as MTC, administers toll revenues from the Bay Area’s seven state-owned toll bridges.

Contact:
Randy Rentschler: (415) 778-6780
Joe Curley: (510) 817-5847 

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