Since November, I have been using my boss’s car for work and after crossing the Dartford junction of the M25 for the first time, I attempted to pay the Dart toll. The website clearly stated, “there are no crossing fees payable.”
I assumed that this meant my boss had the car registered to his Dart account, so I did not add it to my account.
Three months went by, and I started receiving penalty charge notices (PCNs). I currently have 23 PCNs totaling £2,230 for crossings between November 2023 and February 2024. I appealed, but all were rejected.
If the first PCN had been sent sooner, I would have accepted my mistake and paid the fee. However, I do not agree with the rest and it seems like a consequence of a management failure. I have since learned of others facing the same struggle. Can I be of assistance?
L.S., Tonbridge
In the weeks following our previous coverage of the Dart fee issue, we have received numerous letters from frustrated users, and yours is one of the most severe cases.
It seems that the chaos in the payment system resulted from a new company, Conduent, taking over in July.
Reports indicate that thousands of fines have been imposed, affecting over 2,500 vehicles per operator.
Figures obtained by Fleet News through a Freedom of Information request in May revealed a 50% increase in PCNs issued for non-payment.
We reached out to National Highways, who manage the crossing, regarding your case. They have agreed to waive the notices if you pay the £65 in crossing charges owed. The company also apologized for any inconvenience caused and stated they have improved their procedures to prevent similar issues in the future.
Always make sure to obtain and keep receipts for all payments when using a crossing to avoid issues.
It’s best to double-check and not assume everything is fine if you encounter an error message when paying for your trip.
If you have received a PCN, please contact the Dart Rate Enforcement Team at 0300 1313 120.
Letters are appreciated, but we are unable to respond individually. Please reach out to us at consumer.champions@theguardian.com or send correspondence to Consumer Champions, Money, the Guardian, 90 York Way, London N1 9GU. Kindly provide a daytime telephone number where you can be reached. Submission and publication of letters are subject to our terms and conditions.
Source: www.theguardian.com
