Bridge drivers hit phone road block

CHESAPEAKE, Va. (WAVY) - During the last few days, a woman in California has been receiving calls from Virginia drivers, often wanting to dispute their toll charges.

Dozens of drivers wanting to contact a customer service line for the South Norfolk Jordan Bridge have instead gotten in touch with Anna, a woman living in California with no affiliation to the bridge.

Anna told 10 On Your Side she has been getting at least 15 calls a day from Virginia drivers.

WAVY.com called the service number provided on a billing statement from the Jordan Bridge.

When the number was dialed from a cell phone, it went straight to Anna's phone. But when dialed from a landline telephone, the customer service line was reached.

Jordan Bridge managers say the hiccup has something cell phone carrier's software.

"Our toll system operator is suspicious that select cell phone carrier(s) have not updated this new toll free number in their 'DAP,' or registry of numbers," Jordan Bridge General Manager Kevin Crum told WAVY.com. "If an update does not occur, then calls originating from each carrier are not routed properly. After researching several potential causes, our toll system operator believes there is a high likelihood that this is why this redirection is occurring. It would also explain the intermittent nature of it."

Crum said pinpointing the cause has not been an easy process.

"The South Norfolk Jordan Bridge is working diligently with our toll system operator to immediately correct this issue and apologizes for any inconvenience this has caused our drivers and the location where these calls are being re-routed," Crum said.

For now, Crum said drivers should call the number by using a landline or emailing contact information to info@southnorfolkjordanbridge.com and customer service will reach drivers directly.