News
RiverLink Issues Text Message Fraud Alert
Ensure all links are valid and point to RiverLink.com
To protect customers, RiverLink warns recipients of a text smishing attempt impersonating the tolling service for three bridges connecting Kentucky and Indiana. The text message includes a link and the sender is listed as “RiverLinks” or “Kentucky Toll Roads”. RiverLink is working to have any reported fraudulent websites removed.
![](https://riverlink.com/wp-content/uploads/2024/08/image.png)
Recipients are urged to closely review any text messages received and ensure all links are valid and pointing to RiverLink.com.
The text message is not from RiverLink and recipients are warned not to click the link that asks for personal information. RiverLink does not share toll charge notifications via text message, only low-balance and auto-replenishment reminders for customers with prepaid accounts.
Anyone who may have clicked on a fraudulent link and provided any personally identifiable information should immediately contact their bank or credit card provider to secure their information and financial accounts.
Victims of SMS tolling text scams should file a complaint with the FBI’s Internet Crime Complaint Center (IC3) and be sure to include the phone number from where the text originated and the website listed within the text.
Drivers without a prepaid account can check tolls owed at RiverLink.com by clicking the green “Pay Bill” button on the homepage and entering information under the “Pay Your Toll Bill” header. Drivers with a prepaid account can check crossings by logging in at RiverLink.com.
Lane Restriction Planned on Lewis and Clark Bridge
Will accommodate routine maintenance on tolling equipment
A daytime lane restriction is scheduled for Thursday, Aug. 29 on the Lewis and Clark Bridge (SR 265/KY 841). The single-lane closure will allow crews to perform routine maintenance on tolling equipment.
The restriction is planned from 9 a.m. to 4 p.m. If the work is not completed, the lane closure will resume overnight Thursday to complete the work.
Drivers should stay alert, watch for signage, and slow down in the work area.
The actual starting date and duration may be adjusted if inclement weather or other unforeseen activities occur.
Reminder: New Toll Rates Effective July 1
Toll rates are updated every year
To ensure the operations and maintenance of the three bridges connecting Louisville and Southern Indiana, beginning July 1, 2024, new toll rates will be in effect. The annual rates are determined by a bi-state resolution established in 2013.
Rates will range from $2.61 for passenger cars to $15.61 for 5-axle+ trucks, depending on the size of the vehicle and whether the driver has a prepaid account.
Drivers in passenger vehicles with transponders and prepaid accounts in good standing save 50% ($2.61) per crossing. The easiest way to maintain a positive account balance is by choosing auto-replenishment and linking the account to a valid payment method.
Tolling is in place on the I-65 Abraham Lincoln Bridge, I-65 Kennedy Bridge and SR 265/KY 841 Lewis and Clark Bridge connecting Prospect, Kentucky, and Utica, Indiana.
Under the bi-state resolution, toll rates are adjusted annually by 2.5% unless the rate of inflation (as measured by the Consumer Price Index) is higher. The CPI used to calculate this year’s increase was 3.4%.
![](https://riverlink.com/wp-content/uploads/2024/06/RiverLink-2024-Toll-Rates_FINAL.jpg)
Overnight Lane Closures Scheduled on Lincoln Bridge
Will accommodate routine maintenance on tolling equipment
Overnight lane closures are expected tonight on the Abraham Lincoln Bridge in downtown Louisville. The closures will allow crews to perform routine maintenance on tolling equipment.
Lane closures are scheduled between 8 p.m. and 5 a.m.
Thursday, June 6
- Lincoln Bridge: I-65 North (two outside lanes and outside shoulder)
Drivers should stay alert, watch for signage, and slow down in the work area.
The actual starting date and duration may be adjusted if inclement weather or other unforeseen activities occur.
RiverLink Call Wait Times are Stabilizing
Continued improvements remain top priority for Kentucky, Indiana
RiverLink customers are seeing significant improvements in receiving the help they need when reaching out for assistance. A few milestones that reflect the improvements were recently seen including when callers had no wait time during periods this past Thursday, May 23. The average wait time last week (week of May 20) was just over 2 minutes, and the average wait time for the previous week (week of May 13) was just over one minute.
“We are continuing to move in the right direction,” said Amanda Spencer, assistant state highway engineer with the Kentucky Transportation Cabinet. “Improving the system and the customer experience remains a top priority for both Kentucky and Indiana to ensure customer needs and expectations are being met since transitioning to a new provider. As we make those improvements, it’s important for customers to know the help they need is available.”
RiverLink transitioned to a new provider, Electronic Transaction Consultants, LLC (ETC), in September 2023. Invoicing was held from April to August 2023 to prepare for the transition. Catching up with invoicing and responding to extremely high customer service needs led to a series of challenges.
“Challenges are expected when transitioning to a new provider, but the timeframe and scope surpassed the expectations of the states and customers,” said Matt Fulkerson, tolling operations director for the Indiana Department of Transportation. “We know customers have been frustrated by this process. We appreciate the patience of customers during this time, and we are committed to continued improvements.”
Improving Response Times
Significant improvements have been seen in call response times, and customers are increasingly seeing shorter hold times as they contact RiverLink customer service. Some response times were nearly an hour in January. The states stepped in early this year and invested $3.3 million dollars to immediately add more customer service representatives and to improve compensation for workers at the new local call center and RiverLink Walk-Up Centers.
The average speed to answer a call has been improving each month, with an average speed to answer of 19 seconds on Thursday, May 23. Hold times are improving as more calls are answered by representatives.
Month | Calls Received | Calls Handled | Avg. Speed to Answer |
April | 54,423 | 40,496 | 0:07:01 |
March | 70,863 | 38,997 | 0:17:16 |
February | 82,406 | 37,900 | 0:19:30 |
January | 86,404 | 26,892 | 0:27:10 |
There are currently an average of 80 agents answering calls every day.
“We’re encouraged by the improvements and want customers to know help is more readily available than it was weeks ago,” Spencer said. “We continue to strive for even more progress.”
Call wait times will always fluctuate depending on the time of day and day of the month. Monday is typically the busiest day of the week, and early morning, lunch hour and early evening are usually the busiest windows. Sharing the news of improved wait times will likely lead to more calls and may increase wait times, but it’s important for customers to know about positive trends in in this area.
Registration Holds
The states do not plan to start implementing vehicle registration holds any time prior to late this year. Registration holds were not implemented following the transition to the new provider to ensure customer needs had stabilized. When implemented, registration holds can be placed after a toll is unpaid after at least four monthly bills. Each bill includes language about additional fees and the possibility of a registration hold after a fourth unpaid bill.
“Registration holds are an important enforcement tool to help ensure all drivers enjoying the benefits of the tolled bridges are paying their fair share,” Fulkerson said. “However, our focus remains on improving customer service prior to reimplementing.”
No timetable has been set to begin implementing registration holds, but significant notice will be provided to customers.
Overnight Lane Closures Scheduled for Maintenance
Will accommodate removal of older tolling equipment
Overnight lane closures are expected the next two weeks near the Lewis and Clark, Kennedy and Lincoln bridges. The closures will allow crews to remove cameras and other equipment used by the previous toll service provider. The overhead gantries will remain in place. Some work will also be performed on signage in the area.
All lane closures are scheduled to take place at night between 8 p.m. and 5 a.m. The closures are planned for the following dates and locations:
Sunday, April 14 and Monday, April 15
- Lewis and Clark Bridge: SR 265/KY 841 North (single-lane closures)
Monday, April 15 and Tuesday, April 16
- Lewis and Clark Bridge: SR 265/KY 841 South (single-lane closures)
Wednesday, April 17 and Thursday, April 18
- Kennedy Bridge: I-65 South (three inside lanes and shoulder)
Friday, April 19
- Kennedy Bridge: I-65 South (three outside lanes and shoulder)
Sunday, April 21 and Monday, April 22
- Lincoln Bridge: I-65 North (three inside lanes and shoulder)
Tuesday, April 23
- Lincoln Bridge: I-65 North (three outside lanes and shoulder)
Wednesday, April 24 – Friday, April 26
- I-71 North near the Lincoln Bridge (outside lane and shoulder to replace signage)
Drivers should stay alert, watch for signage, and slow down in the work area.
The actual starting date and duration may be adjusted if inclement weather or other unforeseen activities occur.
Lane Closures Scheduled for Toll Equipment Maintenance
Overnight lane closures will take place between 8 p.m. and 5 a.m.
Overnight lane closures are scheduled beginning Wednesday, January 31 near the Lewis and Clark, Kennedy and Lincoln bridges. Closures near toll gantries will allow for routine maintenance of tolling equipment.
The closures are planned for the following dates and locations:
Wednesday, Jan. 31 – Thursday, Feb. 1:
- Lewis and Clark Bridge (SR 265/KY 841, both directions): Alternating inside and outside lane and shoulder closures
Friday, Feb. 2 – Monday, Feb. 5:
- Kennedy Bridge (I-65 South): Alternating inside and outside three lanes and shoulder
- Lincoln Bridge (I-65 North): Alternating inside and outside three lanes and shoulder
Tuesday, Feb. 6:
- Court Avenue (Exit 0) in Indiana
Closures are expected nightly between 8 p.m. and 5 a.m. Drivers should be alert, watch for signage, and slow down in the work area. All ramps will be open.
The actual starting date and duration may be adjusted if inclement weather or other unforeseen activities occur.
Additional Customer Care Support Now Available
More competitive pay offered for local customer service representatives
The Joint Board for the Louisville — Southern Indiana Ohio River Bridges Project has approved a Change Order designed to improve customer service for drivers using the tolled bridges. It includes temporarily adding immediate customer care support with dozens of additional representatives answering calls and higher pay for local customer service representatives to build and retain the team at the new local call center.
“Transitioning to a new tolling system and resuming invoicing has led to a large spike in customer service needs, and we’re working hard to answer that demand,” said Amanda Spencer, assistant state highway engineer with the Kentucky Transportation Cabinet. “We know this will not be an immediate fix, but it’s a big step in the right direction. We appreciate our customers’ patience during this transition period.”
In addition to the local customer call center, calls are being answered at a temporary call center with experience in tolling needs. Global Agility Solutions is providing up to 50 additional representatives to answer calls during this high-volume period. The Joint Board will pay up to $2.3 million over 9 months for the effort. Additional agents started taking calls late last week.
In addition, hourly rates are being increased to help retain local customer service representatives. The Joint Board will reimburse Electronic Transaction Consultants, the new toll service provider, an additional $8.50/hour for customer service representatives to offer more competitive wages to help retain workers locally. That includes a pay increase of up to $5/hour. Additional dollars are for overhead costs.
“The states were committed to building a local call center when we changed providers, and we’re just as committed to building and retaining a quality team to assist our customers,” said Matt Fulkerson, tolling operations director for the Indiana Department of Transportation. “The competitive labor market is still reacting to high inflation rates, and we want to invest in local jobs. We value our representatives and the assistance they’re offering our customers.”
The Joint Board is investing just over $1 million to supplement the hourly rates of customer service representatives. The increase is only for employees at the local call center and the local RiverLink Walk-Up Centers.
ETC will also provide an on-site Business Systems Analyst to oversee training, system and data analysis and quality assurance.
High Customer Service Needs
As anticipated, high customer service needs have followed the September transition to a new toll service provider. Those needs increased significantly when invoicing resumed late last year. Invoicing was on hold from April 2023 – September 2023 during the transition to a new toll service provider.
Invoicing slowly resumed in late 2023 with first monthly bills for April – September crossings distributed by the end of 2023. First monthly bills with September – current crossings are expected to be up to date by the end of February 2024.
With the high number of inquiries expected to continue and the current backlog to work through, it will take time for hold times to return to normal levels. Patience is appreciated, and assistance will be provided as quickly as possible.
As always, the fastest, easiest and most cost-efficient way to cross a tolled bridge is with a prepaid account and transponder. With a prepaid account in good standing, you’ll pay the lowest toll rates and never receive an invoice. Drivers can visit this page to set up a prepaid account.
Joint Board
The Joint Board includes transportation and finance leaders from Indiana and Kentucky. It was created to help facilitate the financing and construction of the Ohio River Bridges Project and has long-term oversight and management responsibility of the project.
Paying Your Monthly RiverLink Bill Online
RiverLink customers can easily pay their monthly bills online. They simply need to have their monthly bill and license plate numbers, and follow these steps:
- Go to RiverLink.com.
- Click the green Pay Bill or Open/Manage Account button.
- Enter your monthly bill number and license plate number at the top of the page.
![](https://riverlink.com/wp-content/uploads/2023/12/Homepage-with-Box-edited.png)
RiverLink has streamlined the landing page for paying monthly bills and managing prepaid accounts. Previously, some site users were attempting to enter a username or password. That information is only for drivers managing prepaid RiverLink accounts. The section to pay a toll has been moved to the top of the payment page.
Drivers with prepaid accounts will simply scroll down to enter their information and manage their accounts to view crossings, sign up for auto-replenishment, add a vehicle, etc.
![](https://riverlink.com/wp-content/uploads/2023/12/Pay-Bills-Page-with-Box-1024x546.png)
Monthly billing resumed this fall after being on hold since April 2023 during the transition to a new toll service provider. As customers receive their monthly bills, they may want to consider RiverLink Fee Forgiveness. Tolls are rolled back to transponder rates and fees are waived when a driver opens a prepaid account. Eligible drivers save 50 percent, so the savings can be substantial.
The fastest, easiest and most cost-efficient way to cross a tolled bridge is with a prepaid account and transponder. With a prepaid account in good standing, you’ll pay the lowest toll rates. Drivers can visit this page to set up a prepaid account.
Invoicing Resumes for Customers without Prepaid Accounts
Invoicing has been on hold since April 2023
Invoicing has resumed for RiverLink customers without prepaid accounts and transponders. Invoicing for new crossings had been on hold since April 2023. Holding invoicing during the transition to a new toll service provider helped to prevent overlap between the two providers and confusion for customers.
New Monthly Bills
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One of the biggest improvements for customers using the tolled bridges without prepaid accounts and transponders is the addition of new monthly bills. The bills are similar to a utility bill or credit card bill. Drivers will see crossings for the month, unpaid tolls, and fees in spot. Drivers will receive one monthly bill per vehicle.
Consolidated monthly bills will help drivers track all activity in one spot, without juggling multiple invoices. In addition to streamlining the billing process, customers will also see customized savings if they open a prepaid account. Tolls owed are rolled back to transponder rates and previous fees are waived. The savings can be substantial. Drivers save more than $2.50 per crossing with a prepaid account and transponder.
What to Expect
The first monthly bills are being sent to customers. Not all customers are on the same billing cycle, and it may be later this year before a customer receives a first monthly bill. The new provider is catching up on held crossings in order, beginning in April. It will take time to catch up on invoicing and older transactions are expected on the first several monthly bills. Fees will not be applied until a first toll notice on a monthly bill is unpaid.
With held crossings now posting, some customers will see significantly higher invoices. It’s an ideal time to consider opening a prepaid account to take advantage of lower toll rates. No fees have been added while invoicing was on hold.
Payment plans are available. Payment plans are offered to customers once every 12 months. Customer service can help with guidance and assistance in signing up for a payment plan. That assistance can be provided in-person at one of two RiverLink Walk-Up Centers. One is located at 204 S. Floyd St. in downtown Louisville and the other is located at 103 Quartermaster Ct. in Jeffersonville. Customers can also call 855-RIV-LINK for assistance.
Direct communication with customers alerting them to held invoicing started earlier this spring and has continued throughout the transition to a new toll service provider.
Prepaid Account Holders
Customers with prepaid accounts may also see older crossings posting to their accounts. These crossings are video transactions (v-tolls) in which your transponder was not read while crossing a tolled bridge.
Because of the transition to a new provider, all video transactions have been on hold since April 1, 2023. With the new provider in place, held transactions are starting to be processed. Customers who had any v-tolls during this period will start to see these crossings post to their prepaid accounts. All activity should be up to date by early 2024.