Drivers using Quito’s Guayasamín toll road are reporting billing problems, blocked accounts, and confusion over alleged unpaid tolls as ongoing system issues continue affecting users.
The problems surfaced after many drivers received emails warning of outstanding toll debts and possible administrative collection actions if payments were not made within 15 days.
The Guayasamín toll connects Quito with the Tumbaco and Cumbayá valleys and is used by more than 40,000 vehicles daily.
Several users say the charges do not match their records. Some insist they had sufficient balances in their accounts or had already made payments before receiving the notices.
The situation led to unusually long lines at customer service offices in Tumbaco as drivers sought clarification.
According to multiple users, staff members explained that the toll system is currently undergoing a technological migration process. However, many drivers say they received little clear information about how the transition is affecting balances, payments, or account access.
Some users reported being charged additional fees or being unable to confirm whether payments had been processed correctly.
Others said they could no longer access the toll application or recharge their accounts online. In some cases, login codes were reportedly being sent to inactive email addresses, preventing access to user accounts.
One driver said she discovered an alleged toll debt only while registering her vehicle. Another claimed charges appeared even though her vehicle had not recently passed through the toll plaza.
Drivers also complained about a lack of transparency regarding discounts, balances, and transaction records linked to the electronic TAG system.
The Guayasamín toll is managed by Quito’s Metropolitan Public Company for Mobility and Public Works, known as Epmmop.
As of Tuesday evening, the agency had not publicly responded to the growing number of complaints or clarified how long the reported migration process is expected to continue.
The problems come during a tense week for mobility in Quito, following transportation disruptions and broader public frustration over traffic, transit reliability, and transportation system management across the capital.