Dartfordcrossingcharges Anmeldelser 

Cannot update bank details since having new card; monies sitting there, but no option to update card details - as cannot get through please help!

Title: Disappointing Customer Service Experience

I recently contacted the customer service of [company name] to obtain some information over the phone, and unfortunately, the experience was extremely disappointing. The representative I spoke with was extremely rude and unprofessional. Not only did he abruptly interrupt my inquiry, but he also raised his voice unpleasantly, making me feel completely disregarded and unappreciated as a customer.

When I attempted to express my dissatisfaction, the representative reacted defensively and continued to behave in an unacceptable manner, even appearing accusatory. This kind of attitude is entirely unacceptable in a customer service context and made my experience even more frustrating.

I hope the company takes the improvement of its customer service seriously and takes steps to ensure that situations like this do not recur in the future. It would be appropriate for the staff to receive more thorough training on the importance of courtesy and professionalism in dealing with customers.

Ultimately, this experience has left a bitter impression and caused me to reassess my trust in the company. I hope this review is taken into account and appropriate corrective measures are implemented.

My wife has just received a notification she was crossing the Dartford Tunnel, whilst at home cooking Christmas dinner. Superwoman she is - however she is not able to be in two places at once. The car has never been out of Nottinghashire since we owned it. The picture on the penalty notice is not our car. Hopefully easy to sort - but a large queue on the phone! A challenge it is then!

Dartcharge is indeed a BIG SCAM. I received letter after 4 months of crossing the Dartford crossing with a penalty fine in December 2023 as per letter I made the crossing on 19th August 2023. Contacted Dartcharge number of times via email and telephone in attempt to get some answers as it wasn't making sense. Eventually I was advised to sent the TE7 etc forms to enforcement department. Despite of these, they involved the enforcement team. Today bailiff came knocking at the door and threatened to take my possessions. It was a traumatic experience when I refused to let him take my home contents he took £425.50.
In the past, Dartcharge sent a penalty notice for another vehicle which I never owed. So you can judge their service.
I have used Dartford crossing for a long time and as a responsible citizen I have always paid the charges. If I have forgot to pay I have immediately rectified and payment was always done on given time frame. But this time I never received any warning, no letter but a final warning after pathetic four months.

Really poor service

Despite having paid the charge on time and possessing both email confirmation and bank statements as proof, I was unjustly pursued for non-payment by a collection agency. My attempts to resolve this misunderstanding were met with bureaucratic indifference from Dartford Charge, and communication with them did not help at all. Moreover, dealing with CDER Group, who treated me with utter disregard, made me feel devalued and insignificant. They seem to prioritize extracting as much money as possible over fairness or customer service. This situation has left me feeling powerless and without recourse, shedding light on a dire need for systemic change. The emotional toll has been immense, leading to hours of tears and a sense of hopelessness. It's alarming to think that such situations could drive people to despair. We must call for better consumer protection and empathy in these processes. #DartfordCharge #CDERGroup #SeekingJustice"

In the past two days, I received 14 PCN notices from Dart Charge!!!!!!!I have three cars linked to the account as my daughters and I regularly travel from Norfolk to London and back. I have to add this is an automatic top-up account and has been for many many years.

The PCN's have various dates ranging from 4th September to 27th October 2023 and all 14 of the notices I have received incur a £105 Charge. To top it, my husband has his own Dart Charge account whereby he has also received 5 PCN's too.

As you can expect I have informed Dart Charge of the error and await their response.

Feeling even more empathy for the post office guys!

I will be keeping the path of events updated on this trustpilot platform

Just read some of the reviews before writing this & got me thinking, isnt there anyone to hold the dart charge accountable for their failings ? Why is it that Dart Charge can charge on a £2.50 crossing a penalty of upto £105 when a member of the public is at fault. But when its them who are at fault why dont they pay members of the public for the time and cost that we spend to resolve issues caused by them. In many cases it takes hours to just speak to someone So why dont you pay us for our time.
Got a PCN in the post first thing this morning. I had to get this sorted asap or else it would be playing on my mind all day.
I had set up a account and had my car and a payment card registered onto my account so that payment would be taken automatically each time i use the crossing which would avoid getting any penalties incase i forget to pay on the day .
I was on the phone to them for well over a hour. And this is while i was driving to work. Had to pull over on three occasions ,also had to come off a dual carriageway to speak to these guys . Was moved to 3 or 4 different depts. One representative acknowledged the failings but could not do anything about this because the pcn had issued this penalty so had to speak to them . Now this representative didnt know why the payment wasnt taken and had to speak to his manager Philip who said that i had to challenge the pcn. Despite all the facts and evidence he wanted me to challenge this ( easier said than done ) when he had the authority to remove the penalty and just accept the £2.50 for the crossing that i had made. I spent over a hour for all this . And was late for work by a hour. Had to call dart charge from my phone which i would be billed for . So my money & valuable time spent on these guys for something which there system never picked up. In the end i just paid the penalty which i shouldnt have, all because i just dont have the energy or time to challenge it. The crossing took place in october 2023.The PCN was issued on the 25/01/24 ( very late ) Payment should have been taken automatically in october on the day of the crossing. There was 100 % no fault with my payment card. And no fault of mine at all SORT YOUR SELVES OUT

I'm an infrequent (3-4 times per year) user of this facility which I recall being built and opened on the basis that it would be free to use once paid for (how do you say lying B@#tards).
Therefore, it was no surprise to fall foul of their new computer system takeover last year.
There are no enough words to describe the angst is caused me when railed against their utterly useless system and even more useless call centre operators. Diabolical.

My recent trip a couple of days ago induced warnings of an an unsuccessful auto top up (that I didn't know existed or had approved of)?

So here we go again battling the indifferent goliath with a stone in a sling. I've succeeded, but again, only after much angst.
What is now very clear is that their auto top up system is designed to fleece you of more of your money to sit idle but earning interest for them, in their account while they dictate the shots. In Dick Turpin's day they called it Highway Robbery.

I'd like to cancel my account and start again, but the pistols are pointing straight at my head making it a deliberately tortuous handwritten and uncertain postal exercise to deter the process. This is utter nonsense in this instant digital age.
Thus my parting words are 'a pox on them all'..

Date of experience: 13 January 2024

I am writing about my parents' experience which defies logic! Back in the late Summer/early Autumn (2023) my parents were unable to pay the toll charges when they crossed as the website had crashed. They spent 31 miles trying to pay and paid the next day. At least 8 weeks later, they received a huge fine taking the bill from £2.50 to over £70. My father called and was told he could now pay £2.50 and it would 'all go away'. He objected as he had already paid. He head nothing more until January this year (2024). The fine was now increased over £100. He called and was again told he could now pay £2.50 and this would go away. He said he had already paid. They man on the other end was quite rude stating 'What is it that you don't understand?' (Call recorded.) He was then told they had received the payment but because it was a 'late payment' of over 24 hours it he been credited to him and he could go free next crossing, but he still had to pay £2.50 now. Dad asked if he could have the credit put as the payment and they refused! He has now had to pay twice. Strangely they don't mind it being 4n months late...My parents are elderly with heart problems and unlike to use the crossing regularly. What I wish to point out is: if this happens regularly, many people are paying twice. Is this a scam? What should people have to pay twice if the website is defective? This bridge was supposed to be free 20 years after it was built, but it has been around since I was a child - I am now 53! I say it is a rip-off and advise you to take the long way round the M25!

Pathetic Thieves!!!
Trying to renew for my LRDS discount scheme and the documents won’t upload because they’re supposedly in the wrong format. They’re not!
2 complaints sent in 10 days ago regarding this, and asking for other ways to renew, and still no reply.
Phone line is a joke, it doesn’t even connect.
My account has been made dormant and will close altogether soon because i supposedly haven’t renewed.
Obviously you just want people to start again because then you get to keep all the credit on everyone’s account, because it’s ‘lost’ if not renewed!
THIEVES!!!

This is NOT the official .gov website for the Dart charge - it is a SCAM site taking an extra £3.50 from you. Dart charge informed and aware. No warnings that this is not an official site . No contact details, absolutely crooks , and they have the cheek to copy the official phone No. for Dart charge customer service . DO NOT USE

I got an email from Dart charge saying something was wrong with my account. I had had no trouble with my auto payments for years. I tried their web site but failed to fix the problem so I rang them They told me I was number 112 in the queue. Yes 112th!

I have been calling and sending countless emails for almost a month in regards to a renewal, your dart charge site has not been working, due to this I am unable to renew my residential discount.
Can someone get back to me ASAP. Thanks

After trying online at least once a day for over 6 weeks, I finally thought that I’d managed to renew my Local Resident Discount, after sending a pack of everything to them, including a cheque, by Recorded Delivery. By email and on the website, it said that my account (£10 for a year) was renewed. They have now sent an email to say that my account is SUSPENDED and they want more money. What is the matter with this organisation? Why are the deadline dates on their website and emails in the past and not the future? Why do they keep demanding money and threatening to fine people?

HAVE WASTED 2 HOURS TRYING TO LOG IN AND ACCESS MY ACCOUNT. WHAT IS GOING ON ? PHONE WELL FORGET THAT UNLESS YOU HAVE THE TIME TO SIT MOST OF THE DAY IN AND WAIT IN A 60 PLUS QUEUE. 5 MINUTES A CALL!!!!!!!!!

Absolutely the now service of the Dartford Crossing is so stupid before was fantastic. The new contract Company is so bad no answering to the phone. No respond to my email. I’m not happy about their service bad service.👎👎👎👎

After years of having an account and the min balance falling as low as £2 suddenly with a balance of £8 the thieving Ba$%£$%s took £10 from me. I discovered that suddenly there is a min balance which they had set to £10. An £18 balance will last me about 5 years. I complained to some intransigent dimwit who said it is impossible to get a refund because my balance would be too low even though I have reset it to £5. So I have closed the account, although reading other reviews on here it seems unlikely that I shall get my money back

UPDATE 14TH SEPTEMBER ...Still waiting! After hearing from a person called James Lewis in the customer service department and being assured that he has passed it to finance dept to issue my refund I still have no money returned! This has been going on since July 21st when I closed my account! So how many more are in the same boat.
I closed my account approx 21st July, which was swiftly acted on and them telling me I would receive any outstanding monies within 5 days days.....well here I am more than 5 weeks waiting and nothing, zippo, zero, nada!
I have made countless attempts via every way possible to contact them but other than a cursory "we are looking into it" I have gotten nowhere.
This customer service is appalling and daylight robbery as they are earning interest on monies (mine and others) that they should have refunded immediately.
On every attempt made to call them you hear "you are 190th in the queue etc, etc'....but now they actually have dispensed with that choice entirely so you can't even attempt to wait two hours to speak to a human being! So you can't call, there is only a p.o box number to write to, and messenger only says we are looking into it.....what next? How do those of us get our money back. Quite honestly I am appalled. How can this be resolved? They should have to pay interest to the customers whose monies they are holding. Disgusting service

Have to agree entirely with other posts on this organisation.
You used to be able to log on to your account; see travel history, charges, balance, etc. It should not be within the wit of the Dart Charge provider to reestablish this. The fallback should be a customer call service where you can talk to a help desk. That appears to have disappeared too (try the published number and I promise you that you will never speak to anyone, but be sure you press one to go back to the main menu!)
I feel sorry for those travelling through for the first and possibly last time, who are unaware of the complexity facing them.
Another example of deteriorating customer service; becoming more typical of our country by the day.

looking at my crossing history there is no data - so impossible to verify registered vehicle used to make crossing was correctly identified as on my account. Tried calling but go round in circles with no option allowing you to speak to someone to find out what is going on. My payment details are valid , my account has a credit balance , all my vehicles are registered but there are recorded crossings even though i know i have made some- what a complete farce , who is repsonsible for such a mess and what redress do we have for the stress??