Tolling Scams on the Rise and what Agencies Can Do to Protect Consumers
Across the United States, tolling agencies and their customers are facing an increasingly sophisticated threat: scams impersonating legitimate Departments of Transportation (DOTs) and tolling systems (otherwise known as “smishing”).
These fraudulent messages are designed to look like official communications and often pressure drivers into making immediate payments under the threat of fines, registration holds, or other penalties.
The scale of the problem is significant. In 2024 alone, the FBI’s Internet Crime Complaint Center (IC3) reported that it received 59,271 complaints about unpaid toll scams. These typically involve messages claiming that the recipient owes money for a toll, complete with “urgent” payment links and false deadlines.
Understanding why these scams work, and how to stop them, requires a closer look at vulnerabilities, modernization strategies, and the role of public trust in transportation infrastructure.
The Rise of Tolling Scams
Tolling systems are a prime target for scammers because they involve financial transactions. Many users do not have auto-replenishment set up on their payment accounts, making them more susceptible to believing they owe toll fines. Scammers take advantage of this by impersonating toll agencies and state DOTs to trick individuals into paying fraudulent charges.
Several vulnerabilities in tolling systems make these scams possible. Confusing user interfaces and a lack of transparency about toll balances can leave drivers uncertain about their account status. Many drivers interact with multiple toll agencies, which increases the likelihood of confusion. Outdated, poorly designed legacy systems add to the confusion, making it harder for customers to distinguish legitimate communications from fake ones. Scammers exploit these gaps by creating spoofed websites and sending fraudulent messages.
For users, spotting scams comes down to recognizing red flags. Messaging threatening extreme consequences, like registration holds or jail time, are clear giveaways as legitimate toll agencies would never use such tactics. Real agencies also do not send payment requests via text or embed payment links in messages. Instead of responding to suspicious messages, customers should verify balances directly through official websites or trusted customer service channels.
Tolling agencies can reduce these risks through public education and awareness campaigns, visible scam alerts on official websites and billing inserts sent to users, and well-trained call center agents who can guide users in recognizing fraudulent communications. Finally, maintaining consistent messaging and recognizable branding across all communications is crucial to helping users quickly identify legitimate interactions from official agencies.
Modernizing Intelligent Transportation Systems (ITS) for Fraud Prevention
Modernizing ITS and tolling infrastructure not only improves the user experience but also strengthens system integrity against scams. Clearer account information, streamlined billing, and stronger authentication protocols all help reduce confusion and make it harder for scammers to succeed.
In this regard, real-time data, automation, and AI technologies can be game changers in threat detection and scam prevention. By processing large volumes of account activity and detecting anomalies, these technologies can provide early warnings of suspicious behaviour and allow agencies to respond before customers are affected.
Future-proofing tolling systems requires a proactive and strategic approach to technology adoption, process design, and vigilance against emerging cyber threats. It means combining robust technology with strong user education.
Verified communication tools like Google Verified SMS and iMessage Contact Key Verification can assure customers of message authenticity, minimizing the risk of phishing attempts and fraud. Transitioning to cloud-based infrastructure is another important step as these platforms offer scalable, secure environments and automatically update to address emerging vulnerabilities. Hosting tolling systems on cloud networks improves resilience against threats like data breaches and distributed denial of service (DDoS) attacks while maintaining system efficiency. Additional measures such as two-factor authentication or biometric verification further secure user accounts.
Interoperability is another essential piece of future-ready tolling systems. Standardized communication and integrated security protocols across jurisdictions make systems easier for drivers to navigate while reducing opportunities for fraud. Regular security audits and penetration testing ensure that weaknesses are identified and addressed as threats evolve.
Finally, tolling agencies must actively engage users in fraud prevention through customer education initiatives. By educating customers on recognizing genuine communications, tolling agencies can empower users to avoid falling victim to scams. Combining these technological advancements with a focus on user awareness will help tolling agencies stay ahead of cybercriminals while maintaining reliable and secure systems for the future.
Public Trust and Communication
Even the most advanced tolling systems rely on public trust to function effectively. Unfortunately, scams, outdated payment processes, and infrastructure issues can erode that trust. Rebuilding it starts with transparency and proactive communication. Frequent updates, clear instructions, and consistent messaging help assure the public that agencies are working in their best interests.
Not all users are tech-savvy, so agencies should avoid one-size-fits-all solutions. Communications strategies must accommodate diverse demographics and ensure easy access to information for all drivers. Listening to public feedback, addressing concerns promptly, and making systems intuitive will go a long way toward maintaining confidence.
Looking ahead, tolling agencies should prioritize fraud prevention, infrastructure modernization, and fostering public trust. Agencies must anticipate future challenges, such as sophisticated fraud schemes or shifts in transportation dynamics, and design systems that are both secure and adaptable. By combining technological innovation with public engagement, agencies can create secure, adaptable systems that meet modern demands while protecting customers from emerging threats.
Article by Cyndi Smith and Nick Frush
Cyndi Smith is the Program Director at Quarterhill, where she leads strategic initiatives focused on operational excellence and cross-functional program delivery. She joined Quarterhill in 2024, bringing a multidisciplinary background in healthcare and business management. Smith holds a Bachelor’s and Master’s degree in Business Administration from the University of Phoenix.
Nick Frush is a Principal Architect at Quarterhill, where he leads a development team focused on building scalable, high-performance software solutions. He joined Quarterhill in March 2024, following senior engineering roles at Cogniac Corporation and Photon Health. Frush holds a Master of Science in Computer Science from the Johns Hopkins Whiting School of Engineering, as well as dual Bachelor of Science degrees in Economics and Mathematics from the University of Maryland.
