Dartford Crossing - wrong amount deducted from my account

Corelli

Hi,

just over a week ago it seemed like a good idea to make a Dartford Crossing account to save myself the inconvenience of paying at the end of the day and to get the reduced toll charge. However, now I have made my journey with only one trip across during chargeable hours they have deducted the wrong amount. I paid in £10, and after my crossing I had a balance of £4.99. Only one crossing is showing, it is not a matter of me getting in a muddle about the chargeable times.

I emailed them on CustomerService@dartford-crossing-charge.service.gov.uk but have not yet heard back from them. Does anyone know of any other email address that might get a response?

dannyrst

Is there not a phone number you can call? Emails can be ignored.

robbies_gal

try twitter they seem to be responding to tweets

Kingsd316

Doesn't it give you the cost of your single journey in your history? The amount they have deducted seems to be 3 times the cost of a single journey (for standard cars), when i have crossed during the free periods it still shows on my history but with £0.00 next to it

Le_Kirk

When you log in there is a phone number starting with 0300

bluegeorge

I recently used the Dartford tunnel and paid for the pleasure online in advance. The first time I tried it, the web page timed out when I had almost finished. I left it a while, but got no confirmation of payment etc so did it again. I've been charged twice, and when I asked for a refund this is the response I got:

Regards to the refund you mentioned, please note that Dart Charge is not in a position to process a refund for a non-registered user. This is due to business policy set by Highways England.

Am I correct in thinking that this infringes my statutory rights? I've paid twice for the same thing, so registered user or not, surely that have to give me my money back. It's only £2.50 but it's the principle!

These were the contact details they gave:

0300 3000 120 between 5:00 am and midnight, seven days a week. Alternatively, you can email your queries to [EMAIL="CustomerService@dartford-crossing-charge.service.gov.uk"]CustomerService@dartford-crossing-charge.service.gov.uk[/EMAIL].

Ian011

If you call the 0300 number, make sure you do it from a landline or mobile that has inclusive minutes remaining so that you pay nothing for the call. If you make the call without an allowance, and pay a per-minute rate, the call will likely cost a lot more than the refund you are calling about.