> That's awful but is pretty much confirming my experience. At the revenue level they have, you'd assume they could do better, but presumably having a monopoly means they don't have to care

FasTrak is a monopoly operated by a private, for-profit firm, accountable to it's owners. As long as complaints don't get to the body that oversees them and which is politically accountable to the public, they aren't going to try to do better, because that has a cost and reduces profits.