Merseyflow Anmeldelser 

February 18th 2025 tried to pay on line, system failed after 3 attempts gave up, got a letter asking for £30 for late payment, tried to sort it out failed again, phoning them was no use, then a letter for £75, still no joy in sorting out the problem, 5th July served with a bailiff writ for £147.
Paid it to get them off my back, this is absolutely appalling and they should be shut down!

We have previously called for account assistance and the representative unfortunately wasn’t much help so we gave up. Called twice today and both times spoke to Adam, he was very friendly, polite and willing to do what he could to help and we really appreciated it! Thanks Adam!

The camera and IT system has mis-identified my totally standard little car as a truck on four separate occasions and been charged accordingly. This despite multiple phone calls, two new stickers and actually identified as the right vehicle registration by the cameras. The IT system is flawed. It also fails to show journeys promptly. Why such a lag? Surely it should be real time?

Perhaps useful info for others. There is no option on the call service to speak to a real person, but if you let it cycle through twice it then does!!

Remembered to pay but was an hour after deadline , no choice to pay and then had to wait a month for a penalty charge so it want like it the penalty was already sent out. I am fairly forgetful and it is the second time I have been stung but this crappy bridge. So I have had to pay over £55 pounds to drive my own car over a small bridge twice.

Deadline is too quick, give the option to pay later with a small admin fee later instead of a ridiculous penalty charge.

Absolute crooks. They’ve stolen £4.80 from us. We’ve reported this, spent hours arguing. I’ve lost a day’s pay to try and sort this out as a matter of principle now. Money not been returned to us as promised. Absolutely disgusted.

This company are just crooks and it needs investigation from the government transport minister.
You cannot use there site to pay for a crossing.
It will not send you a code to change your password. I have opened 4 different accounts and still it doesn’t recognize me.
It’s a complete money making scheme for the guys in charge.

LUDS user, every year the website fails to setup a direct debit. Every year I end up on the phone with a customer services agent who swears its set up. Its 2025 for crying out loud, sort your tech out!

Used the bridge twice yesterday for urgent hospital visit to Whiston Hospital. As soon as got home went on to website to pay and after a lot of messing about got a confirmation I’d paid, only to later get a notification of a post payment error. Checked bank account, no money taken. Repeated the exercise (20 minutes I’ll never get back) and same happened. Tried again this morning but checked bank account and found they taken payment out twice. Fuming as it’s more time wasted and I’ve got a 91 year old mother with dementia to look after.

Feels like a bit of a con. We didn't use the bridge, but passed enough signs on side roads to spook us and went under cameras just as we joined on the other side of river. No way of checking your registration to see if you owe them money, just wait for fine!!!! Or you can pay them £5 to set up an account. Feels deliberate that you can't check, so paid for a crossing we didn't make just to be safe.

Tried registering our vehicle to be told it's already registered. No it's not. We've had the car from new. Their response send us your logbook to prove it. We aren't sending this dodgy firm our logbook when the women couldn't confirm they would even sort it within the week time frame.
Can't register to pay to cross. Clearly selling people's details if our plates already been used!!! BEWARE

Fortunately, I haven't had to use the bridge for some time (I always try to find an alternative route).
However, I did open an account when I lived locally.
Merseyflow have now sent me an email saying that they are going to close the account because it hasn't been used and, if I wish to claim back the current balance, I have to call them.
When you call their automated system there is no option to discuss your account or talk to "customer service". You have to try all the other options to find one that actually allows you to talk to a human being.
It is now nearly 2 weeks since I went through this process which took a ridiculously long time because the clown on the other end didn't know how to process the refund.
I've just checked my account again and it is still showing a credit balance and nothing has been refunded to my bank.
So, I have called again and gone through the same ridiculous process to speak to a human.
This time, I am told that it can take up to 2 weeks to process refunds and there is nothing else that can be done until that time has passed.
They certainly don't take that long when it comes to taking money from customers.
The amount concerned is actually very small but I am going to keep going until I get it back, no matter what it costs (in time or money).
These bandits have had the benefit of a credit balance on my account (i.e. my money in their bank account) for more than 10 years and I'm not going to simply give up and let them keep it.

Made a crossing, could not pay in time, got a PCN, paid.

Called them, asked if they'd be willing to waive the PCN because it was my first time (got lost at night, due to motorway exit of my usual route being closed)

They agreed to refund my PCN, if I get their app, make an account, add my card, and enable autopay - fantastic.

So, I did as they requested, and called them to let them know.

The lady on the phone verified this, said they'd refund my PCN within 5 working days, and that everything's done and clear and fine. Fantastic.

It's two weeks later.

They promised me a refund.

They didn't refund me anything.

Crooks. They make no effort to warn people that there is a toll to pay. Their signs are not obvious. They spend plenty of money on tracking you down and fining you but not much on clear signage.

I have had the worst experience dealing with these bunch of either, incompetent or deliberately malicious good for nothings. I will be avoiding Halton in the future.

Everything about this organisation is dreadful.

A truly awful organisation to deal with.

Halton Borough Council should be ashamed being affiliated with them.

Avoid at all costs.

First time Ive HAD to use bridge after visiting Widnes today. Travelled through Birkenhead tunnel to Widnes, no issues, paid contactless at barrier. Visited Widnes using roads familiar to myself. I was wary of using bridge due to being familiar with ways to pay toll. Tried to find my way back to Wirral via return route via Liverpool Airport route. Signage poor on preffered route so HAD to use bridge. On returning home had to download app to register vehicle and pay toll. I dont have an Apple phone and addmitedly not a tech person. Website a nightmare to work through. Advised I was being timed out due to time taken to imput details of card etc. Nightmare !!! Read reviews an its NOT just me. Will NEVER cross again. Surely an easier way to input details. Bridge open/ tolls taken for several years and many many unhappy users. Sort it out management....

Awful, awful company, who hire alike people to work for them.
Aside from the joke of paying for any crossings in england whilst paying road tax. God help anyone having to liaise with them via phone or chat.
They do not manage expectations, do not communicate, struggle to speak english clearly and have zero empathy for their customers.
Try and complain due to the total lack of professionalism and customer service and they fob you off to their awful none customer friendly website. Waste of time, company and all involved!

Have been issued with a fine for the third time. Each time I have submitted proof of payment via email notification, app confirmation and credit card information. All sent by registered mail. They lie, threaten, bully, distort the facts and contrive any story to defend their position. They have yet to apologise, refund my postage, acknowledge their equipment and system is faulty and unreliable or admit their mistake. An absolute shambles of an organisation. They must send thousands of these out hoping people will pay. I haven’t and will not. They just use the motorist as a cash cow for Halton BC. It’s a mafia style run operation which would be closed down and those responsible locked up, if it was a private enterprise. As it is, those in charge should be named, shamed and run out of office.

I am deeply disheartened and appalled by the treatment I have received your company. In September, I paid the £10 bridge fee, followed by the purchase of a new vehicle on December 6th. I promptly submitted the necessary documents and paid an additional £10 for a new badge. However, despite my efforts, the DVLA allegedly never received my log book.I contacted Merseyflow immediatly to let them know I would send my logbook as soon as it arrived.

After considerable delays, I received my log book on March 24th and immediately emailed it to Merseyflow as required. To my surprise, upon returning home from work today, I found over £200 in penalty charges had been issued against me. I contacted Merseyflow right away and was met with a condescending response from a representative, who then abruptly ended the call for no apparent reason.

When I called again, I was informed that I would need to pay an additional £10, along with the £200 penalty charges. I was placed on hold for approximately 30 minutes, only to be presented with an "offer" to settle the matter for £52.

This situation is completely unacceptable. I have already paid for my pass multiple times within six months, and yet I am still being burdened with excessive penalty charges. I am struggling to understand how such poor service and handling of my case is allowed to persist.

People travelling to and from Liverpool are particularly subject to fall foul of this money making scheme. All sat navs seem to direct you through it if travelling south.
The Mersey tunnel and the M6 Toll road have booths or barriers. You pay at point of entry/exit. Job done. Move on with your life. The merseyflow/gateway bridge does not. It has signs on approach telling you the charges with a sign high above the road as you drive over it with the phone number/app details. I don't think I would like to be in a car with a driver who casts their eyes to the heavens when driving at up to 60Mph over a flyover to take note of the phone number to pay for it. It may not be a usual journey for you (in the case of my Australian uncle who had to pfaff around with his hire car company trying to find the registration for the hire car after handing it back). So when you are driving to try to get to somewhere - to catch a flight from Liverpool, to make an appointment, to get to a match, get to work etc and the limitless things we have to attend to, you have to remember to pay. The onus is on you to remember to do this. There is no barrier and a limited 24hr window to do so. Is that fair? I don't think so. After that you will get hit with a hefty fine. Going about your day it only tends to occur to you days later, which of course is too late.
People of Runcorn or Halton get discounts which must soften the blow for them. Liverpool residents/visitors do not.
There should be a longer period to pay and there should be provision made to pay at the point of crossing. It is hard to view it as anything other than cynical to not help motorists to do the right thing.
My son in his first job had to cross the bridge for a week there and back. He downloaded the app and thought he had paid. I kept reminding him and he insisted that he had paid. I believe you get a confirmation email but he didn't get it. He assumed all was well until he got hit with a big bill a few weeks later. The app had not worked correctly apparently. So how exactly are you meant to navigate that! Struggling to get to speak to someone from the business was not pleasant. Sanctimonious tone and little help.
I advise everybody I know to avoid it and I will not use it. The plentiful fines generated are a lovely bonus for them I imagine. They probably consider themselves very clever for coming up with this wheeze.