Some customers told WFAA they had waited for two and a half hours to get a driver’s license.
GARLAND, Texas — To feel so close yet so far can be irritating. That’s how some customers felt, Tuesday morning, at the Department of Public Safety office in Garland.
“It’s definitely an inconvenience for me,” said Kiara Smith, a customer waiting to get a new driver’s license.
“Really, I’m frustrated,” said Holly Benge Bernal, who was waiting to change her address.
They were frustrated because when they arrived at the Garland DPS offices on West I-30, they found they all had similar appointment times.
“I was shocked. The line was cleared back to the road,” said Edward Moore. “Once I get inside, I figure I have to sit and wait for them to process me and I don’t know how long that’s going to take.”
Moore had been waiting in line for two and a half hours to get a driver’s license.
“My knees are giving out. I’ll be honest with you,” said Moore.
Moore said Monday night he got an email saying his appointment was canceled. Then, he saw a notice saying it was still on for Tuesday at 10 a.m.
“Kind of disappointed because I’ve been trying to get this done for several weeks now and either one thing or another kept pushing it back,” said Moore.
It was the same for Holly Benge Bernal as well. She lives half the year in Texas and the other half in Spain.
“The worst thing is to get it rescheduled; they won’t get me in until May. Then, I leave I think May 20,” said Benge Bernal.
Customers such as Smith said DPS told them there was a glitch in their system.
“They said they were only supposed to have 300 people today, but the system had a glitch for 1,500 for today,” said Smith. That is five times the daily norm.
WFAA reached out to the DPS Headquarters in Austin to see what caused the glitch and how many people were impacted. As of Tuesday evening, they have not responded.
Smith said workers provided a notice allowing customers to go to another office. That option was only valid for Tuesday.
“I stay all the way in Little Elm,” said Smith. “As long as they see me today, it’s going to be a good day. If they don’t see me, then I’ll be mad.”
That’s the feeling many had.
“I’ve got to get it done,” said Benge Bernal.
Some had to stay no matter how long the wait.