Turnpike trouble: New tolling system causes headaches [Video]

SWANTON, Ohio — On April 10, the Ohio Turnpike put out a celebratory press release, announcing that the new toll collection system was live after a five-year overhaul.

And then drivers almost immediately began missing the new toll plazas. And weeks later, those same drivers began getting letters in the mail saying they owed $19.

“The big issue that we’re seeing now is with the consumer, customer education,” said Charles Cyrill, the marketing and communications director for the Ohio Turnpike. “If you are not an E-ZPass customer, you have to follow overhead signs and pull off and pay your toll or pull a ticket.”

But that message doesn’t seem to have been effectively conveyed to consumers. 11 Investigates requested data for drivers who did not pay the toll at a …