Dart charge help

Trying_to_fight_back

Hi, I got a charge for using the Dartford Crossing. Think is I had a direct debit set up so if I went through it, it would auto pay them. However, my card expired and I did not realise because I had not used the crossing for months. I checked my emails and they sent me a reminder in April whilst I was on holiday. I missed that email, but it was the only one. I used the crossing in May and my card was still active at that time. My issue is, they only sent one reminder to say it was expiring. Should they have sent another to confirm it was expired? in doing so, I might have picked it up. When I was trying to figure out why i had got the tickets, I called my bank first to see if they had stopped the direct debit. They said they did not, but also that Dart Charge did not attempt to take any money from the account when I used the crossing. They also mentioned something which basically means Dart charge could have applied for the money and that it would just transfer to my new card which replaced my old one (the one they have on record) at the time.
I am hoping this makes sense and that someone can advise me.
I am not having much luck with being a driver these days:-(

diystarter7

Trying_to_fight_back said:

Hi, I got a charge for using the Dartford Crossing. Think is I had a direct debit set up so if I went through it, it would auto pay them. However, my card expired and I did not realise because I had not used the crossing for months. I checked my emails and they sent me a reminder in April whilst I was on holiday. I missed that email, but it was the only one. I used the crossing in May and my card was still active at that time. My issue is, they only sent one reminder to say it was expiring. Should they have sent another to confirm it was expired? in doing so, I might have picked it up. When I was trying to figure out why i had got the tickets, I called my bank first to see if they had stopped the direct debit. They said they did not, but also that Dart Charge did not attempt to take any money from the account when I used the crossing. They also mentioned something which basically means Dart charge could have applied for the money and that it would just transfer to my new card which replaced my old one (the one they have on record) at the time.
I am hoping this makes sense and that someone can advise me.
I am not having much luck with being a driver these days:-(

Hi OP

How many reminders do you think should a company send? (The reason I am asking is when I take off a card off something I have joined in the past, I don't really want more than one reminder, but we are all different. I prefer letters but sadly most companies don't do them as they cost a lot more)
Did you replace the "card" before the old one expired or at least before you used the crossing and your old car had expired?

The new card, did you attach it to your old account that had your car registration registered on it?

I'm not sure how the registration works but it is attached to a registration number I think and not your name/address as I recall doing the crossing in our sports car which we rarely use and it is registered to me and same address but I had to pay separately for that

I hope you get it sorted in your favour

Good luck

MattMattMattUK

Trying_to_fight_back said:

Hi, I got a charge for using the Dartford Crossing. Think is I had a direct debit set up so if I went through it, it would auto pay them. However, my card expired and I did not realise because I had not used the crossing for months. I checked my emails and they sent me a reminder in April whilst I was on holiday. I missed that email, but it was the only one. I used the crossing in May and my card was still active at that time. My issue is, they only sent one reminder to say it was expiring. Should they have sent another to confirm it was expired? in doing so, I might have picked it up. 

No, they are not required to.

Trying_to_fight_back said:

When I was trying to figure out why i had got the tickets, I called my bank first to see if they had stopped the direct debit. They said they did not, but also that Dart Charge did not attempt to take any money from the account when I used the crossing. They also mentioned something which basically means Dart charge could have applied for the money and that it would just transfer to my new card which replaced my old one (the one they have on record) at the time.
I am hoping this makes sense and that someone can advise me.
I am not having much luck with being a driver these days:-(

Their systems will likely not try to charge an expired card. The facility to transfer over to the new card can be an option, but many suppliers do not use it. Unfortunately this appears to be an administrative error on your part, there is no harm in appealing to them and seeing what they say but it is likely one you need to chalk up to experience. 

Le_Kirk

Are you sure it was a direct debit (DDR) or was it just that you gave your debit card number?  If it was a DDR you should contact your bank and ask them what went wrong.  If it was a debit card, whilst unfortunate it is your responsibility to update your card on your Dart Charge account.  I have had to do this several times in the past two years (not for Dart Charge) because my card supplier kept changing the card numbers!  If it is just a replacement card with no change of long number, just a new expiry date, then Dart should have been able to accept it and use it.

fisherjim

What happened when you contacted Dart Charge contact centreTelephone: 0300 300 0120

Trying_to_fight_back

sounds like I'm going to have to swallow that one. If I appeal and it is rejected, will I have to pay at the higher amount of £70 for each ticket? Or will they allow me to pay at £35 for each ticket I went into the area and left the following day.

diystarter7

Trying_to_fight_back said:

sounds like I'm going to have to swallow that one. If I appeal and it is rejected, will I have to pay at the higher amount of £70 for each ticket? Or will they allow me to pay at £35 for each ticket I went into the area and left the following day.

Give them a call and see what they say.

Good luck.

Thanks

Coupon-mad

Trying_to_fight_back said:

sounds like I'm going to have to swallow that one. If I appeal and it is rejected, will I have to pay at the higher amount of £70 for each ticket? Or will they allow me to pay at £35 for each ticket I went into the area and left the following day.

But the phone call usually gets it waived...which is why fisherjim posted it.

Trying_to_fight_back

Thanks guys,
I gave them a call and they agreed to waive the charge due to it being my first penalty with them. They allowed me to just pay the £5 I would have paid had my payment card not expired.
That was such a relief.
Thanks all 

baser999

I rarely used the crossing until ULEZ was introduced - paying a return charge at the crossing is cheaper than using the Blackwall Tunnel if we’re heading across the river. I keep a minimum balance on Dart charge and top up as and when, however, I do (or did) receive email reminders when my account got down to a certain amount. 

OP, do you not have a similar set up on your account?

Trying_to_fight_back

Hi Baser999, 
My account is PAYG. so when i use the crossing it just takes the money automatically from my card. I think your using an pay in advance service.