3. PCN - Silvertown Tunnel
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PCN - Silvertown Tunnel
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Hi, I've just received 2 PCN's in the mail for 2 crossings of the Silvertown tunnel on the 23rd Dec. With apparently a 3rd PCN on the way.

I am registered for autopay, with multiple successful crossings. However, Upon calling the Autopay team, Apparently, for some reason my Direct Debit became inactive. and my auto pay status was set to closed. I never received any communication about my Auto Pay status changing. I was selected to receive email communication, But have not received anything.

Both my Bank Account, Card and Email account have all remained fully functional throughout this period. I have no idea why the direct debit was set to inactive, or why their communications never made it to me.

Upon looking at my account I had an amount payable of £3, Which I have paid today. (I think these were perhaps for other crossings?) And I also made a point to re-register my autopay.

But I still have 3 outstanding PCN's, Which I don't believe I am at fault for as I was registered for autopay and was never informed of a change, Although they claim 3 emails were sent, I genuinely never received them. I have checked my Spam, Junk and every possible folder.

Do I have grounds for a dispute here?

PCN's
https://ibb.co/Kx2TBgnX
https://ibb.co/zVzCLhtZ
« Last Edit: January 06, 2026, 03:13:03 pm by hololand »
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Re: PCN - Silvertown Tunnel
« Reply #1 on: »
There are two ways I think to set up autopay - billing a card, or direct debit - you seem to have the latter?

When did you set it up
Before the PCN dates when was the last successful transaction

You need to get to the reason why it failed - your bank may have the answer.

I think autopay is batched and billed monthly by either method - I have it set up to a card not a direct debit.
« Last Edit: January 06, 2026, 04:18:07 pm by stamfordman »
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Re: PCN - Silvertown Tunnel
« Reply #2 on: »
Okay, So after spending some time with the Bank trying to figure this out.

It is indeed a Direct Debit.

1. I configured my Autopay sometime in July, At the time on the site it showed it was set up and my vehicle added.
2. However, It seems TFL failed to set up the Direct Debit properly with my bank (HSBC). (I now have a letter from HSBC confirming this)
3. I had a crossing in Sept and October which should have been billed on the 20th Oct
4. They attempted to charge me for this crossing, To which HSBC rejected the Direct Debit as TFL never set up properly, and I was never notified, I can't even see anything in my bank statements.
5. Following this failed DD, TFL attempted to send 3 emails about this failed Direct Debit, But they never made it to my inbox, So I was completely unaware.
6. I now have Probably 5-6 total PCN's coming my way for crossings during this period. 2 of which have arrived and the 3rd is on its way.
« Last Edit: January 06, 2026, 06:33:13 pm by hololand »
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Re: PCN - Silvertown Tunnel
« Reply #3 on: »
So to make an adjustment on my prior comment, there had actually infact been no successful crossings.
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Re: PCN - Silvertown Tunnel
« Reply #4 on: »
Their system is poor as they don't say what you'll get and how.

There is a correspondence history - all that's in mine are letters when I set it up.

On email, I've had two monthly statements plus the initial letters but I've only used the tunnels for two two-way trips and not needed to pay the CC and I presume they don't send zero statements. The email account they use is cclondon@cclondon.com

I have opted in for mobile text alerts and receipts but not had anything - have you set this up as they say:

If you sign up for mobile phone alerts, we can text you important information about your account or service. For example, we can tell you if there is a problem taking your monthly Auto Pay payment. If you have an active discount, we will remind you when you need to renew it.

I think you should set up a card not a DD and dispute the PCNs with them as it seems they are at fault but you should have checked your account to ensure it was operating.

I expect because the DD failed, autopay was just deactivated and you were left with the base account.
« Last Edit: January 06, 2026, 07:44:10 pm by stamfordman »
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Re: PCN - Silvertown Tunnel
« Reply #5 on: »
Yeah, I have now set up Autopay with my Monzo card now rather than with my HSBC account.

Regarding correspondence history, I opted for Email alerts but nothing else, I never received any confirmation of my DD at the time, Nor does it show in the correspondence history. Otherwise, it shows on the system they sent 3 emails, one on the day following the initial failed DD and then 2 reminders following. None of these emails reached my inbox, and eventually they "closed" my account as you rightfully suggested.

I at least did receive a confirmation with the Monzo Card DD so I am hoping this doesn't happen again.

So it seems like when I set up my auto pay, My DD was set up incorrectly by TFL and despite selecting "Email alerts" I never received any email alerts.

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Re: PCN - Silvertown Tunnel
« Reply #6 on: »
Where on the system does it show the emails and does it show the content and address sent to.
 
Have you had any emails from them about anything - what about setting up the initial account and then confirming it, and then adding autopay. I have three email letters for these.

You must surely have had a road charging account successfully set up and it must be confirmed with the correct email address.
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Re: PCN - Silvertown Tunnel
« Reply #7 on: »
My Account -> Correspondence history. Screenshot -> https://ibb.co/9H8Zv2Yb
It shows me the content, But not the address, However I confirmed the address in their system is correct earlier on the Phone. Additionally,
- It shows correspondence from 2021 when my road charging account was created
- It shows have correspondence that Autopay was set up successfully in 2021 for congestion charge. Screenshot -> https://ibb.co/RTgZg3Dc
I received emails for all the above, My congestion charge seems to have functioned as expected with the same details.

Although I did register this account specifically with Blackwall and Silvertown earlier this year, I have no correspondence regarding Silvertown tunnel autopay set up or any other activation, either from TFL or in my Gmail inbox. On the website it just looked all set up and ready to use, Autopay said it was green and active. I never received any communication to suggest otherwise.

The first correspondence I have regarding Blackwall and Silvertown was a charge that turned into a PCN (My car was listed but not Autopay), So I made doubly sure after that, that my car was correctly set up on autopay.

The next correspondence I have regarding Blackwall and Silvertown is the first "Direct Debit failure" notice.

I never received emails for either of the above. Hence the current predicament.
« Last Edit: January 06, 2026, 09:35:07 pm by hololand »
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Re: PCN - Silvertown Tunnel
« Reply #8 on: »
Can you set up autopay for the tunnels and not the CC? Or vice versa?

I'm getting confused now as to what you did if you were using the same road charging account.

On my account when I set up autopay it included the CC and tunnels (it is ULEZ compliant) but I only did it last year as I needed to use the tunnels.
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Re: PCN - Silvertown Tunnel
« Reply #9 on: »
Some of these things were earlier this year or even years ago, and I never really expected this would be an issue, so please forgive my memory is a little foggy.

Below is a description with attached images of TFL's correspondence history.

16/09/2021 - I create my account, receiving an authentication email. - https://ibb.co/tTtprvgN
16/09/2021 - I authenticate, TFL emails to confirm my account is registered. - https://ibb.co/MyrqGGq0
29/10/2021 - I apply for Autopay, TFL emails to confirm this application is approved. - https://ibb.co/7JmxR5nM
29/10/2021 - TFL emails me to confirm the DD is set up, I confirm details are correct. - https://ibb.co/TDMb9qvk
21/07/2025 - TFL sends, but I never receive an email receipt for two Silvertown crossings 19/07, 20/07 paid using my Monzo card. - https://ibb.co/B5tsGnCP
23/07/2025 - I receive and pay a PCN for using Blackwall Tunnel (Forgot to add my new car)
08/08/2025 - I receive and pay a PCN for using Silvertown Tunnel (Added my new car to quicklist, not autopay)
09/08/2025 - I receive and pay a PCN for using Silvertown Tunnel (Added my new car to quicklist, not autopay)
09/08/2025 - I Confirm my car is correctly on the Autopay list, and my Autopay is working.
21/10/2025 - TFL Sends, but I never receive a notice that my autopay needs action. - https://ibb.co/cSjCn0rK
28/10/2025 - TFL Sends, but I never receive a notice that my autopay has been suspended. - https://ibb.co/5h7HTx4C
04/11/2025 - TFL Sends, but I never receive a notice that my autopay has been closed - https://ibb.co/Vc8SRdyB
16/12/2025 - I receive a PCN for crossing Silvertown tunnel
17/12/2025 - I receive a PCN for crossing Silvertown tunnel
28/12/2025 - I receive a PCN for crossing Silvertown tunnel
31/12/2025 - I receive a PCN for crossing Silvertown tunnel
01/01/2026 - I receive a PCN for crossing Silvertown tunnel

My £90 grace period for 2 of the above 5 expires tomorrow. So I need to make a decision to bite the bullet or dispute if I have reasonable grounds. There are two things to note.

I have confirmation from HSBC that the Direct Debit failure was due to a fault from TFL,
I suspect my missing emails ended were auto sent to spam and deleted by gmail after 30 days.

I'll spare any rant, But Silvertown TFL has really rinsed me this year. If you think I have any good ground to dispute, I would appreciate some guidance, otherwise I'll bite the bullet.
« Last Edit: January 07, 2026, 11:30:06 am by hololand »
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Re: PCN - Silvertown Tunnel
« Reply #10 on: »
Were the TfL emails sent to the correct address ? Obviously it's your money, so only you can decide, but it seems to me you have enough to go on, provided you can prove the emails were never received at your end. Your case also illustrates that even if all seems well, it is always prudent to check that money actually is being taken to pay for crossings.
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Re: PCN - Silvertown Tunnel
« Reply #11 on: »
Did you use the autopay system for anything between 2021 and 2025?

I think you'll find that direct debit mandates expire if there are no transactions over about a year - it's the 'dormancy rule' that protects you from companies reactivating an account when you're no longer with them.

I presume you got a new car and stared paying for it manually and then added it to autopay but by this point the DD was not in place.

Your strongest point is why the letters didn't reach you by email.
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Re: PCN - Silvertown Tunnel
« Reply #12 on: »
I honestly can't recall any issues, I should have as I did use the Blackwall tunnel during that period at least a couple times. But I don't seem to have any record of those crossings.

I know for sure, Autopay failed in October, as this is when the notice was sent.

I have escalated the missing email situation with the TFL team, And have a reference for an investigation (which I expect to hear back within 10 days).

In the meantime, I have made a representation for all 5 PCN's with the following:

Quote
I have received 5 penalty charges due to my Autopay Direct Debit failing (which HSBC has confirmed was due to an issue from TFL, I have a letter evidencing this arriving within the next 10 working days).

The notifications that were supposed to alert me to these Autopay issues never made it to my inbox, Which I believe is due to TFL de-activating my email without informing me. I am investigating this further with the TFL team (Reference: XXXXXXXXX) I expect to hear back from them within 10 working days.

I have included below confirmation that my account was correctly set up, with my email authenticated in 2021. For some reason, I did not receive these important emails regarding my Autopay status changing, And upon calling the support line (03432222222) on 06/01/2026, They confirmed to me that my email was not validated and needed to be validated. Which should not be the case as per the evidence provided. So at some point, TFL has de-activated my email, without informing me, which has prevented me from getting essential information about my Autopay status, leading to these 5 PCN's.
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Re: PCN - Silvertown Tunnel
« Reply #13 on: »
The tunnel charges started only last April when they opened Silvertown. Before that there was just the congestion charge and ULEZ.
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Re: PCN - Silvertown Tunnel
« Reply #14 on: »
Final update - All PCN representations were accepted, no fine due. My above message seemed to be enough information, I never needed to provide any further details.
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