UTCN Appeal Information Pre-paid

There have been numerous UTCNs issued for 'non payment' when in fact the customer has pre-paid but for some reason the toll has not been deducted correctly.  TT2 request your details from DVLA and then issue a UTCN.

 

RED LIGHT REASONS: Before 8th November 2021 - The usual blame that is attempted to be placed on the motorist, is that they "failed to be prepared to stop at the red light" - this is interesting because the byelaws state the opposite in terms of how to interact with the toll plaza, the ANPR camera shows the photo of the red light but only once the driver has already passed the line and doesn't show failure "to be prepared to stop". 

There are examples of the light remaining on green from the previous motorist for example and the next driver having dutifully slowed down and "been prepared to stop" at the light, has made the decision to proceed when observing the green light. There being no amber sequence and no physical barrier and still no clear signage, this is open to error.

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Following significant pressure TT2 changed the rules and allowed a "1st Strike" even though the motorist had often indeed stopped at the red light they were still dishing out 1000s of UTCNs. 

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If you got a "Red Light" submit and UTCN appeal, if you have already paid it request a refund, and submit a complaint as well. They have been refunding people who had already paid - we have called for automatic retrospective refunds which has been ignored!

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Neither TT2 nor NECA will release a copy of the 'Business Rules' referred to within the appeals process for us to check what the rules actually are - which is a bit like playing chess with your opponent without having any idea of what the rules are in advance. Nor is there an independent appeal panel external to TT2.

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We think that the decision to waive 1st issued UTCN for pre paid accounts in credit at the time of the passage along with additional signage being installed recently (June 2021) does show that previous UTCN's issued should be deemed invalid as there was an obvious flaw in their process or systems which they are now attempting to rectify.  

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PRE-PAID AFTER 8TH NOVEMBER:

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NO IDEA OF BALANCE:

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1000's of UTCNs are by our reckoning being issued to people with "no credit" on their account, we have looked into this and many people used to have a low balance email set on their accounts which has been switched off during migration or doesn't work and they do not know - even if it is only 1p short the fines start to generate. Given the app hasn't worked well since go live (as at 16th Dec) and the website has been listing the journeys in a random order, and frequently journeys do not show up on the account for several days it is very difficult if not impossible to keep track of your account.

 

Auto top up will help you avoid this, but it is not for everyone and the simple cause of this is poor system and process testing.

 

If you had auto-top up or low balance notifications set on the old system and they did not work on the new system and you received a UTCN then Appeal  - they have been waiving these UTCNs as they can see that you had it set on the old system.  

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Pay point receipts:

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A new way of payment since 8th November and guess what it doesn't always work! Loads of cases of people paying diligently, keeping the receipts and hey presto piles of UTCN's arriving in the post or retailers unaware that they are able to accept TT2 toll payments or indeed how to process them. Appeal - send photos, use the  instructions below.  

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If you pay as you go or upfront using cash / not an account they have introduced a check balance function which is useful

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https://www.tt2.co.uk/pay-for-passage/

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Payment error:

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This is an ongoing saga, the payment website doesn't accept the payment no matter what card you use. Screenshot if you remember at the time, email them immediately, appeal the UTCN. The solution for this is for them to change the error message from just "error" to "error - please try an alternative browser, check you have a strong internet connection or pay using our automated payment line on 0191 xxxxxxxxxxx , or pay at your local pay point retailer etc" 

 

This then gives the customer real time options to try especially when the contact centre is closed and you cannot speak to anyone.

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How to appeal a pre-paid UTCN if you had credit on your account or had auto-top up set up:

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Go to the appeals website https://www.tt2.co.uk/pay-or-appeal-an-unpaid-toll-charge-notice-utcn/  select the reason for your appeal

 

 "My vehicle is registered with you on a pre-paid account, which was in credit at the time of the journey, demonstrating that I have no incentive to evade payment of toll. Despite what your UTCN state, my account is pre-paid and therefore the Toll is neither late nor unpaid. "

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AND

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If you have an historical pre-paid UTCN we think they should also be waived if you were in credit at the time of the journey, and urge you to write to TT2 to request a refund if you have paid up and / or already had your appeal declined at any of the 3 current stages.  

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We recommend that if you do not receive a satisfactory response you write to your MP and ask them to take it up on your behalf. 

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We also do not think that they should issue a UTCN in any case, if you have a pre-paid account in credit, regardless of your initial 'offence' so we'd certainly recommend you appeal them in all circumstances.

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AND IF YOU HAVE BEEN DECLINED AT THE THREE STAGES OF APPEAL WITH TT2: 

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If you were in credit on a pre-paid account and were declined your appeal, or one of the other reasons above and you have given TT2 the opportunity to resolve the issue for you you could WRITE A COMPLAINT TO NECA who are the oversight body made up of representatives from each of the local authorities who own the tunnel.  complaints@northeastca.gov.uk