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I've received two PCNs from the Department for Transport today for their error in failing to take automatic payment for a Dartford Bridge crossing.

As confirmed by the Customer Service manager I've been speaking to, the company the Government used to handle admin and collect the PCN's was split from one into two separate companies July 28th.

This meant they needed all users to re-register card details which has turned into a fiasco.

In short, I updated card details online as requested but payments weren't being taken despite valid details.


Apologies if this raft of emails from the provider below (also attached) aren't easy to follow but I need to include it for context.


Order of emails
1. 20/07/23 - Notice of the service provider change.

2. 15/08/23 - 21:51 - Email confirmation my payment method update completed via their online site.

3. 15/08/23 - 22:39 - Email to inform  account payment failed. (Card details were correct so it was an admin error on their side)
Also noted with: 'Due to service issues users have faced since the implementation of the new service we have extended payment deadlines to ensure everyone has sufficient time to take action.'

4. 16/08/23 - 11:27 - Email confirmation account reactivated

5. 16/08/23 - 11:27 - Email confirmation (again) my payment method
completed via their online site a second time.

6. 20/08/23 - 19:13 - Email confirmation payment failed and the account suspended
(admin error their side)

7. 20/08/23 - 19:15 - Final Email received - confirmation our payment method completed via their online site a third time.


>>

I tried speaking to both the admin and PCN departments and they both blamed each other and transferred back and forth before insisting on a dispute online.

Objections
1. DfT's administrative system (contracted to Emovis Operations Leeds Ltd) for payments is not working.
2. Date of PCN issue was 1/11/23 but the supposed infraction was August 16, ten weeks prior.

I'd appreciate any advice on this.

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Is there a time limit for the issue of PCNs, as payment aside, this was issued after 70 days?

To be honest Dart Charge is a very reasonable authority and if you submit copies of all the relevant documents, I'd expect them to cancel the penalty charge.

OK, a satisfactory result, but I have to say I think I would be strongly tempted to raise a complaint at their blatantly ignoring their IT issues. The letter basically tells you it is all your own fault !

If you make a prepayment account, you can top up £10 and then you only pay £2 per crossing, which means for every 4 crossings you get 1 for free. It also eliminates the risk of these sorts of issues, as they send you an email warning when your balance is low and needs topping up.