Informational: Outstanding Issues from Monday's observed payment processing issues (10/06/2022 @ 5:30 PM)

 
Good afternoon,

Beginning October 2nd, and continuing through part of the 3rd, many Texas Department of Motor Vehicle (TxDMV) customers experienced payment
processing errors with online transactions due to an issue with the vendor-
provided payment processing system. This issue was experienced statewide
and impacted other state agencies with payment processing operations.
The situation was resolved by the vendor the afternoon of October 3.

As a result of this issue, some customers were charged multiple times for a
single transaction. Since these transactions are paid directly to the counties,
these customers will be reaching out to the counties to request a refund for
duplicate charges.

Please report refund requests to TxDMV following the standard processes
used to submit inaccurate payment or statement of account errors. To
facilitate efficient processing and reconciliation, include the Reference/Client
Trace numbers in the submission.

We apologize for the inconvenience and impact to you and your customers
caused by this vendor. We appreciate your patience, understanding, and
cooperation as we work to serve our customers.

Texas Department of Motor Vehicles
IT Services Division