Service Recensioni 

I opened a prepaid account 13 July 2023 ,stopped using it 26 September 2023 ,just been presented with PCNs for the whole of September ,have sent proof of payment, still waiting for a response, the government needs to get involved in sorting this scam out ,also as been said by many, customer service is atrocious.

The Dart Charge system still appears to be broken. It has been a mess since it was taken over last year.

I recently received 7 letters from them. 5 of the letters were telling me my account had been reactivated,1 said my renewal was unsuccessful and 1 said it had been renewed.

Not knowing what state my account was in, I logged into my account and found there was an 'outstanding action' and to 'Act now'. Clicking on the link sent me to another page with a link for 'more details'. This link sent me back to the original page. Great.

So, I put this all in an email, using the customer service email address I had been given back in August. I immediately received an auto-reply email to say this email address is not monitored. Great. (I found out later from the customer services agent that this is the correct email address?)

So, I called the customer service number. Started at 70th in the queue, but spoke to an agent after about 20mins, which was quicker than I was expecting. After going through the security questions and explaining the issue, without me doing anything else, the agent confirmed the account was renewed and my account was now active.

So, an hour of my evening wasted trying to resolve an issue that maybe was or maybe wasn't an issue. Who knows...

Scandalous!
Can’t give a minus score unfortunately. What a shambles!
This will be the next Post Office scandal… thousands chased despite no evidence. Lost payments and heavy handed prosecution system. Words fail me.

In July I paid up front for 2 crossings in August. The money has gone from my account. I now have a PCN saying I owe them £105.00
Despite emailing and calling them numerous times nothing has been rectified.
Customer service is an absolute shambles and the government should do something as it’s yet another scandal .

IF YOU HAVE AN ACCOUNT - DO NOT FORGET TO REGISTER NEW VEHICLES - THE FINES CAN TAKE OVER MONTHS TO ARRIVE (SUSPECT DELIBERATE) WHICH MEANS YOU CAN RACK UP MULTIPLE FINES BEFORE YOU FIND OUT YOU FORGOT -
QUALITY THEFT BY THE MASTER STEALERS....

Total scam site. We mistakenly used them to pay the Dart charge instead of the official site (pay-dartford-crossing-charge.service.gov.uk), which was easy to do on mobile as it came up first on google. Needless to say, they didn't pay the charge and we received a PCN. Stay well clear!

Dart charge website since being taken over by a new provider has become useless.if you need to update your payment details forget it it doesn’t work, if you want to pay by direct debit forget it it doesn’t work.
Whoever wrote this software needs sacking, it did work before they changed provider and now it doesn’t. The sad part is their customer service who replied to my email complaint, told me to log in to my account and use the website, guess what? It doesn’t work. I had to phone to get it sorted, no wonder their phone lines are so busy.

It seems like the Dork Charge website was designed and implemented by either a practical joker or a person with a personal grudge against motorists. There is no option to pay via your account, literally at all. Round and round in circles you go. Like a permanent dimension of hell. Why anyone still has to pay this tax is anyone’s guess, but you would imagine those who demand such payment would actually make it an option. An awful experience which highlights incredible incompetence.

I pay top up for Dartford charge but they are hounding me with debt collection even though my top up was £15 which is still with them. I am an elderly lady and they ignore every contact I have with them online, email and post. I am so distressed.

Since early October I have had trouble paying online. Payment went through on my side, but Dartcharge di not receive payment. No receipt was sent to me. Called a incompetent handler who said wait for my PCN. I contacted management who said a investigation in an email will take place - no it didn't, because on Xmas eve a £37.50 PCN came through with nothing from the so called managements investigation after 2.5 months. Called today to argue the PCN and was told flagged that I can pay £2.50. I haven't evaded trying to pay for since I did use the crossing.
The guy whom I spoke to today admitted that they have serious faults with the new system brought in in July still!! And they are forever having the system fixed.
Advice to you from my experience: Don't pay or try to pay online - call them to pay.
Keep all your evidence of dealing with them (phone dates, time ect) and if possible record voice calls to them. Don't rely on a receipt as it can come after the payment time period, thus if payment hasn't gone through and you realise, it's too late to pay and you get fined??
How can one rationally deal with incompetent, non-commital and shoddy call handlers and a non working system.
Admitted, the handler today was fair, but the others....AHH!!
Write to Transport Minister as I did and complain of how terrible your experience is.

Just received a penalty notice via the post for a crossing made in October. The issue is that neither myself or my wife have EVER used this crossing, never mind in the vehicle mentioned. The photo on the penalty clearly shows a white Mercedes van, not a saloon car (which ours is). Surely someone could have checked that the vehicle listed is the same as the photo. A quick check on motorscan.co.uk shows a white mercedes sprinter van with a similar registration apart from a C in the registration, not a G, like mine has. I've now had to contact them to try and get it cancelled.

Service is really poor. I don’t believe the representatives know the system and sometimes it feels like you are dealing scammers. Tried to change my vehicle details after sending email with the relevant documents to customerservice and yet still after they put me on hold for so long, she came back not even knowing the process. Asking me for year of manufacture of my car. This needs checking out to see if they have scammers there or just inefficient staff.

I have never had such a bad opinion of customer service.

I wish you the destruction of the company

2 PCNs received for crossings paid for on time
Demand is an aggressive document waving it big stick
telling me how the debt can grow blah blah
I have to spend my time finding the confirmation email
send a copy of my bank statement. Then if they haven't replied within 56 days contact them again.
HAVE THEY BOUGHT THE NEW IT SYSTEM FROM THE POST OFFICE?

I sold my car in September 2023. Next day my Mother to contact Call Centre to closed my account. I got £44.00 credit. They said it takes 10 working day to get the refund of £44.00. Didn’t get the refund after that. Myself, my sister and my Mother has contact to Call Centre several times. I waited I waited I waited to receive a cheque. I wondering what is going on. I waited three months now.

In summer 2023 I saw that there were changes to DART CHARGE. I hadn't used it for a while so thought I would close my account which I did. I saw that there is £18+ in my account. I have contacted these robbers twice but NO SIGN OF MY REFUND.
Yet another example of this SHAMBOLIC USELESS GOVERNMENT.

I was crrosing Dartford on 10th of September Today on 11th December I received PCN notice. 90 days after the fact, also I have made payment for crossing both ways at the time ! I thought if I won't receive PCN within 56 days. I should not receive a fine !!!

Have a vehicle on Motability, was charged for crossing both ways from my Dart tag because THEIR system said vehicle not registered as disabled. The money they took will not be returned to me .. But vehicle was registered at DVLA at start of Oct 23. SO HOW DO THESE PEOPLE GET AWAY WITH IT..

I received a penalty notice, in spite of having an automatic account top up and always being in credit. Even though I am still in credit, I had to pay again. I thought at first it may be a scam, I asked the advisor if this was possible and I could hear him sniggering like a kid. I said "no, you need to listen, I am always in credit" he told me he didn't like my attitude and ended the call so my only option was to close my account. Absolutely disgusting, rude incompetent staff.
It effectively was a scam but as it's a government thing, I have no way of getting this resolved.

If I could give minis stars I would.

1. I had an account on credit - which they closed without notice or informing me
2. Received penalty notices. When phoned, setup a new account and checked any outstanding charges
3. Received new penalty notices for £105 each - eve whe. Account is £30 in credit
4. Staff on phone are totally disinterested and just want payment.

The system is broken and simply not fit for purpose.