Apr 29, 2009 3:55 pm US/Pacific
Call Kurtis: Discombobulated By DMV
VOLCANO, Calif. (CBS13) ―
"It feels like I'm sitting up here in the mountains and no one's actually hearing what I'm saying."
Living here in the beauty of Volcano, California can have its drawbacks.
Its 45 minutes away from the closest DMV, and Dorothy Wallace has a problem with them.
"I feel like I need to fight for what I believe is right."
It started in August when she went to DMV's website to renew her driver's license.
She says she filled out the web form and paid the fee with a credit card.
She got her confirmation, and she didn't have to stand in line.
"One of those things where you think, you know, government. You'd think they have a great system. They don't."
She quickly got a notice saying there were late fees from a "dishonored check."
"So I was kind of you know confused about well, what did they mean about a check? I never wrote out a check."
She called the DMV but the customer service rep couldn't help her and neither could a supervisor. Then she got another letter.
"My license has been suspended."
And they were slapping her with a 30-dollar service fee.
A visit to the DMV was in order, but again, they couldn't give her an explanation.
"I'm not sure how could they confirm it, send me my license, online, and then say that I've never paid? So, I'm perplexed about the whole thing."
We took her case to the DMV.
They investigated and discovered Dorothy "… may have mis-keyed one of the numbers online ... so, the bank did not honor the transaction."
DMV says it has "…apologized to Ms. Wallace… because we didn't provide her with a timely explanation…"
Dorothy finally has what she's been trying to get since September.
"Get it paid, get it over with, get my license, (and) go on with my life..."
After we called, DMV acted quickly to find out what happened.
They reinstated her license, cancelled the dishonored check fees, and removed any trace of the suspension from her driving record. They also told us that they are working very hard to improve customer service ... which was a problem in this case.
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