Research by the AA suggests that the M25’s Dartford Crossing tolling scheme has double-charged some drivers.
The motoring organisation reports that a slew of complaints has emerged from motorists who tried to pay the Dart Charge online, encountering system problems and then finding they had been charged twice to use the crossing.
It adds that what could have been dismissed as an irritating but not unexpected teething problem, which should have been quickly resolved, has turned into a potential “Achilles heel”. The AA says that, although the vast majority of drivers have a trouble-free experience with Dart Charge small technicalities have escalated and frustrated customers exposed shortfalls in service standards which could give the scheme a bad name.
It highlights a number of Twitter and Facebook posts complaining about customer service.
The Dart Charge system uses automatic number plate recognition or tags to identify vehicles with the charge being paid either on account or within a day of the crossing by, among other things, telephone, online or at certain retailers.
Highways England has been quoted as saying, “The vast majority of the 100,000 chargeable crossings at Dartford made each day are processed accurately and smoothly. Given the scale of transactions from time to time errors will be made for which we apologise unreservedly.”