eFlow
Reviews and Complaints

Hi I contacted eflow 6 weeks ago to explain that my card was scammed when I was abroad and my account was cleared out, so that was why payment was declined by my bank on the account. I had told the employee in Eflow that I hoped to have my card the following thurs and hopefully my account would be sorted by then as in funds refunded by my bank. The employee told me that shouldnt be a problem and that if there was any fines outstanding they would be waived, This however was not the case which was out of my control. I did not receive my card until 12 days later in that time I was sent abroad with work for 3 weeks. I called my bank when I got home and they told me that they were still investigating and I would be waiting another few weeks for a refund. I literally received the refund today. I made a cash payment to eflow on the 15th of €18.75. I called today to update the card details as funds were now in my account and they informed me there was 2 tolls from June 5th and I was now up to 94 euro with penaltys. I offered to clear my account balance today of €37.90 which I cleared and asked for fines to be waived and I would pay the normal toll rate owed as the employee didn't say there would be an issue on this regardless of when I called. he said he could waive the fines for two journeys outside of the account if I paid all of the balance which I obviously didn't account for this to happen. I told him I could pay ten euro per week of the balance to be told this wasn't good enough. I asked him to add the outstanding 40 on to my account so it would come out by direct debit next month to be told that it couldn't be added to my account to come out next month and that if I couldn't make a full payment of the 40 euro within a week that the full amount would apply of 94 euro and would have to be cleared by aug 15th absolutely ridiculous I offered to pay money and still refused had no courtesy or understanding for me as a customer.! I would appreciate this been resolved and fines for 2 journeys made outside of the account to be waived as soon as possible I have no problem paying the reduced journey rate. I have paid what was owed on account and have requested for my account to be closed with Eflow as off today. iI would greatly appreciate this to be resolved ASAP. RegardS Emma

Hi

Received a letter through the post on Saturday regarding an Unpaid Toll dated 27/05/2017 case number 23050-[protected] Vehicle Reg ST11 LUL for my journey around Dublin 04/02/2017 (have attached copy of letter)

Can I firstly apologise re the unpaid toll, I was unaware that I was travelling on a toll road at that point in time, I was on route to the ferry terminal and did not become aware of a toll being in place, I had paid a few tolls on my trip through Ireland at the booths provided. I had only purchased the car a few weeks prior to my trip over to Ireland. Avoiding my responsibilities is something I do not do.

I have been informed that there are now additional fee of £2.67 for the (STR) Standard Toll Request, the letter further claims that this has been previously issued, I can confirm this is the very first correspondence I have had re this matter from EPC Euro Parking Collection, their is also another cost of £36.50 for (UTN) Unpaid Toll Notice, totalling an extra £39.17 I would like to dispute the UTN penalty that have been applied.

I feel that these additional penalty fees are unfair, I certainly would have paid the outstanding journey fee and the STR at the time, it is now nearly 5 months since the journey.

Please advise by return the most the most expedient way to settle this matter.

Kind regards

Peter

I have passed the M50 northbound in a rental car twice, once on 30/05 and once on 05/06. For each time I have been charged 2 Toll journey when paying via the M50 App. When ringing the eFlow customer Service, I was informed, that on the App it automatically comes up with 2 journeys, but nowhere does it show you how to change this! They also informed me, that the Car Rental Company (Budget) has to reimburse me the overpaid amount, as they hold an account with eFlow to which eFlow has submitted the amounts paid by me. The Car Rental Company of course confirmed to me that this indeed is not true and they cannot refund me the amount!
I would like to know, how I can get the money back now! I think it should not be too difficult to have it refunded by eFlow, after having given them both payment refrerence numbers ([protected] and [protected]), the vehicle reg, the Dates and times of when I passed the M50! Don't get me wrong, it is only a small amount, but it is a matter of principle! Why does the App come up with 2 toll journeys automatically, when only one was done in the first place? With the reference numbers given above, you should be able to locate all details necessary in order to process the refund and also to contact me by email if in need of any further clarification. Thank you very much

Good afternoon

I would like to submit a complaint regarding a simply ridiculous fine I have received in relation the M50 toll.
My vehicle VRM is IJZ8622 and the date in question were 27th and 28th Feb 2017.
I can confirm that it was my vehicle and I was driving. My circumstances are as follows.I have never driven on the M50 prior to this date. I simply did not know the toll was electronic. I paid my toll on the M1 not directions and I paid my toll on the M7 both directions. I was NOT trying to avoid the toll.
I will willingly pay the toll for the dates in question.

I have a video account with eFlow which got suspended for non payment. During this suspension, I travelled once and eFlow natural treated my journey as a regular customer. I accept this.

However, according to the law, they are supposed to send notification letters to alert me of my penalties, of which they say they did - I received none of these. I was unaware of the charges, under the assumption that they will tag it to my account. I understand my ignorance in that sense, however, I did not receive letters for the penalties, of which I would have gladly paid to resolve the issue.

After explaining it to the resolution department, he cut me off during my speech and said they can only wave off legal fees and I would still have to pay a substantial amount.
I explained that I appreciated it but I still should not be liable to such fees because I did not receive the letters. Had I received the letters I could have taken full responsibility.

I paid €94.20 to resolve the case, however, I'm extremely unhappy with the treatment and lack of resolution from the 'resolution department'.

Is there a way to dispute without having to go to court?

Hi. We sold a car in July 2016. Then in November 2016 we started getting m50 toll charges in the post. My husband has been on the phone a lot of times and we are extremely frustrated at this point in wasting so much time on this and not able to find anyone to help us. DVLA have confirmed they can see that the correct form was sent in as we had to fill out an export part as the car was going from the north to the south of Ireland. When my husband spoke with DVLA they actually posted out another slip confirming that the car is no longer in our name. Is there anyone at all that can finally resolve this issue Street it's becoming slightly ridiculous that over all these companies no one seems to be able to deal with this?

I received a letter from Eflow a few weeks back about a toll payment. I went online to the website which didn't accept my registration and there was no phone number to pay. I have today received a letter today with an extortionate amount on it which I assume is a penalty for not paying. My attempt to pay before did not work I assume as I have a northern registration. I am not prepared to pay the penalty for what is an extremely confusing letter with no clear instruction of how to pay. Can you please contact me with instruction how to pay the actual toll fee as I will not be paying any penalties that you have incurred for the companies lack of clarity and the only website provided which doesn't even work-www.epcpic? Do you expect people to just guess what your website is? I was just told by an employee I could drive to the border to a shop to pay? Am I supposed to drive to the border to pay £11? Also how would someone who was not online/elderly be able to pay this bill?

My number is [protected]

The way the toll charges operate is absolutely fine, IF YOU'RE AWARE HOW THEY OPERATE!

I entered Ireland via Dublin port and used the M50 toll road. I paid at the toll booth and carried on my journey towards Kilcock. I then continued to use the m50 on various occasions over 3 weeks unaware that I was getting charged, even though there were no toll booths present between my journeys. I had letters embarrassingly sent back home to my parents address and received a fine totally 50 euros (after getting eflow to reduce the fine).

How are non-irish citizens who are used to paying for toll roads via a toll booth supposed to know if they're being charged for using the road if no booths are present?! Considering there is a toll booth at the start of the M50 when leaving Dublin port, you would think the tolling system is the same in Ireland as it is in most European countries.

When I changed my car 3 years ago I phoned eflow. As the account was in my husbands name and he was away the agent would not deal with me. With days the toll charges became penalties equivalent of 14 times the cost of using the m50. There was no toll bridge to make a cash payment and I caould not find a petrol station in Northern Ireland to process the fees. After legal letters and threats of court I contacted the NRA. I stll ended up paying a significant fine but was promised that customer services would follow up with me. This never happened. Once again I would make regular journeys and found that may petrol stations did not process the payments for eflow. when I did pay the tolls I was a matter of an hour late but this triggered the penalty system and I found myself in the position that when I went to pay each journey I was only paying off a penalty from this late payment and needless to say was been penalised for every journey thereafter even though I was breaking my neck to find petrol stations to pay the fees. Finally I went through the arduous process of dealing with customer service.imwas told that my case had gone to their solicitors. This was not really the case but they had not updated their system from the previous episode months previously. I paid fines and once agin was advised customer service would follow up and I would not find myself I this position again. This did not happen and once again I eventually ended up back in the same situation after a delay I a return flight from the UK. I was so frustrated at this point I went on line. I paid the penalties once again but I finally though I had cracked the problem because at the end of the transaction it asked if I wanted to open an account. I filled in the details and thought i am finally free from this nightmare, (well, until I change my car in next year). But no. I am back to square one. Secure I the fact I now had an account, that was tag free, I ignored the eflow notices on my mat, believing the system would find me, and my new account. Now I am back to tolls of 47.10 for a journey that should cost 3.10. I have drafted an email, and looked for a contact email and will submit it to the national consumer authority. I keep for e flows poor customer service and because they were allowed to remove the toll bridge on the m50 the nightmare goes on and on. For the moment I add 20 minutes on to my journey to NI by going through Dublin City to avoid the M50.

We visited Ireland from the UK. We drove back through Dublin to catch the ferry and drove on the M50. On my return to London, we received a bill for £72.47, made up of : £2.72 for a toll that was impossible for me to pay locally at the time, plus £4.56 as "STR Penalties", plus £63.19 as "UTN Penalties" A £2.72 toll that was impossible to pay on the spot in Dublin has had £70 added to it? This is a total con job. You are fleecing visitors and seriously alienating families who might otherwise want to visit (and spend money there) again. EFlow is abusing the motorists that use the motorways.

Dear Sir,
I signed up with EFLOW in October last year using a new bank account. They had taken payments regularly until February. Last week i noticed that they hadn’t taken a payment since February so i rang to enquire. I was told that i removed the direct debit (which is not the case as when i log online i can see the account number) and my account is showing as active. I was told that it was a system glitch and a mistake on EFLOW's part. I am now left with a bill of €145.00. I did not refuse to pay these bills i gave my account details at the start and they were withdrawing the money as requested per bill. They have told me that i now need to pay the €145 but i will have to be sent through to the debt collection team to organise payments. I did not ask to be put into this situation and i never removed payment details, can you advise what road i should take here? My account is still active as technically I still have a valid account there is just no bank details selected on EFLOW’s part.

I have attached a print screen shot to show my payment method, however the Yellow box on the screen has only appeard today after i received another call from the supervisor.

Many Thanks

Isabel Mooney

? Do you use the M50 on a regular basis .
If you do, how are you getting on . I have just got an email from Eflow and they have just admitted to me in that email that they are aware of their system not reading some tags on the toll barrier.
They say they " will address this area in a timely manner "
I complained about this as I use a Tolltag.ie electronic tag and I mentioned this to the customer care taem months ago and they completely denied that they have any problems with their system and only now that I complained to the NRA that I have got a reply .
But you would want to read the reply .
I just want to ask everyone out there do you have any issues, if you do then please let me know as I am putting my complaints in a format that will make sense to all who read it .

This is a good question to the people in e flow as i have received a letter stating that i used my car on the 5 November coming on the M50 which i was at home in mayo at that time. That it draws to my attention that how many people unknowingly is been charge for some computer or clerical mistake. It took them around 20 min to see that the car in the picture was not mine. If a person is not 100% sure about their findings they should get a second opinion before they send out bill and notices to people causing unnecessary distress in their lives.

i drove my car trew the toll southbound on the 23/12/2009 and back northboun on the same day, so on the way home i called into my local centra store and paid my €6 toll fee as it was near christmas i wouldnt get to do it.So this week i get a bill of €47.50 southbound and €47.50 northbound late fee.. i called the compant and was told if i didnt have a receipt id have to pay this fee, i called to the local centra and asked them would they have a copy of the receipt, they could not help me and told me it happened to them too..i am not happy about this at all, there shuld be some way i could get a copy of my receipt from eflow or the shop i paid it in

I first went through the M50 toll on 23rd May, both directions. Then I went to pay the fee and by accident I paid it into the wrong car reg- my Husband's. I quickly realisd my error since the amount was only €6.00 instead of €12 as I was expecting- having failed to pay within the ridiculous deadline. I then rang up the number thinking to be able to pay by phone and sort out the wrong payment. this was on 25th May. the chap I spoke to was nice, friendly, obviously on his last day or just messing around because he says that it's all sorted, but next I hear is I have a letter in the post informing me that I haven't paid a cent! this letter also warns about a possible further fine of €45.50. Anxious to avoid this fine, I ring up again, this time i get a confirmation number for my payment so it sounds as though something might actually have been done this time. Next letter- receipt? thank you for payment? No, telling me I still have €6.00 to pay and because of their incompetence another €45.50 too. Further phone calls. further assurances that the matter will be sorted out to my satisfaction. Promises of return phone calls, a written apology- I'm still waiting. I'm pretty sure they are still going to automatically send out another threatening letter with an extra €104.50 and then I'll really be able to say it's worth getting a solicitor. I'll sue them for damage to my health because of stress, loss of quality time with my children because of all the phone calls I had to make, and psychological trauma caused by the fear of prosecution, which was mentioned in the most recent letter. any advice on dealing with this nightmare would be most gratefully received. consumer complaints board, obviously, but how much detail do they need? I don't have names and dates for all othe phone calls I made, and anyway I'm afraid that's all a bit too deniable. Help!

This operation does not allow easy payment of tool charges and is completely uncaring of consumer needs.
If one is resident in Dublin with an Irish number plate and using the East Link Toll Bridge regularly, the system is fine.
If you are an occasional visitor, tourist, or departing on holiday, there is no easy way to pay the toll charge.
If you are in a herry to catch a ferry and find yourself heading away for 2/3 weeks, you can be sure that an escalating bill is waiting for you when you return.
Recently, a friend of mine living in West Cork, with no Laser card, no internet access (Eflow website was down) was told that he would heve to travel 28 miles to the nearest pay point (56 mile round trip) or his charges would further increase by 8 that night.
He offered to send a cheque. He was told that they would not accept a cheque.
After contacting customer service again, he was told that there was noone to complain to, no escalation procedure, that they were not allowed give names of management and could not disclose who owned the company.
These people at the very least no not comply to any 1so9000 standard and are most likely in breach of consumer rights, when, offered a payment, they refuse to accept it.

Reference eflow Dublin - To be avoided or it could be very costly!

i keep getting letters from eflow regarding notice to pay penalty and account outstanding, i have rang them every week for a few weeks now and every time they say there is nothing owed on my account but they will not send anything in writing to me to confirm this or email me anything. i also setup a video accoount over the phone and have still not received my account number or id so cannot check my balence online. However, even though i topped up my accoun with 30 euros they said over the phone there was -5 of a balence even though i have not used the toll since i setup a video account. Again i cannot get anything in writing off them.
Also, I have emailled them on a number of occasions asking for something via email saying i dont owe anything and requesting my account number on the video accoutn so i can check my balence to see for myself what it actually is. Again, nothing back.

This is the worst customer service i have ever come across. to this date i still do not know what is actually owed and what is in my account. This is terrible service.

Our main toll road on the M50 motorway in Dublin has removed the barriers and toll booths.
Now drivers must pay by 8pm next day or face a double charge.
I went to work next day in my wifes car, could not remember the reg of my car, and because I would not get back to my house until after 8pm, I now must pay €6 each way instead of €3.
My complaint is that the time allowed is far too short. Drivers should be given at lease two days to pay not one.