eFlow
reviews and complaints

Hi I recently contacted your team to inform them i didn't receive any penalty notice until I got the 2nd letter. I told Kieran who was dealing with me about my situation and he said he will have to speak to a supervisor. He came back 5 mins later and said sorry there is nothing we can do about it, I asked could I speak to the supervisor and he refused to put me on the phone to a supervisor and also would not give me the supervisors name. He was the most blunt unhelpful person I ever have the misfortune of talking to. I said to him how can I pay a penalty notice if I didn't receive one and his response was " well you should have paid the original fee" I was fuming and asked to speak to supervisor for the 4th or 5th time and each time he would put me on hold and then come back and say they don't want to talk to me about my situation.

Hi,

I have called eflow several times, so have written to them and emailed them stating I need a copy of an invoiced so that my employer can pay the toll chargers for the business travel I have accumulated.

For a long time e flow did not work so I couldn't pay the tolls the website was down the E payment in petrol stations didn't work, but they continued to send me threatening letters.

I spoke to a chap and I told him all of this, he said he would call me back, he never did.

It's gone to a point where this is getting out of Albans I can't physically pay all the chargers they want me to pay! And I certainly can't do it if they don't issue me a statement that I can bring back to my employer. It's an absolute joke!

And their phone line has a wait time of 45 mins. It's insane.

How do I get them to send me a statement so that these payments can be resolved!

Dear Sir/Madam,

My car reg: 11D15115
Name: Aseen Hussain
Contact: [protected]

There is some issue with my account and i have been trying to contact customer service on phone I CANNOT BELIEVE THAT MINIMUM WAIT TO CONTACT IS 30 MINS.
i would like to ask your management who have 30 mins or more in our busy lifes just to speak to your customer service agents.

This is a big shame that your customer have to wait over an hour to speak to your agents.

yesterday i made an call to resolve the issue and i waited 1 hour 9 mins one of your agent answered me and then told me i have transfer your call to resolver team and call was answered at 17:30 then disconnected as your resolver team finihshes at 17:30.

i am very sad and dissapointed that i cannot resolve my issue without speaking to customer service which they dont even answer.

The whole country is back to work and company like you who is making millions in month cannot provide proper service to your customers its a big shame.

I would like someone from your management team to contact me above number or sort out my accout?

See attached proof that i waited 1 hour.

Thank you.

Regards,
Aseen

On the 15th October 2021 I was wrongly charged by EFlow the sum of 10.40Euro. I do not know what this charge is for and I can only assume that this has been incorrectly charged to my account. On my account, details of the transaction are as follows:

POS EFLOW.IE 13/10 00:35

I or my wife did not travel through any EFlow tolls on that day and all outstanding fees had been payed.

My EFlow account number is: [protected]
Vehicle registration is: 151D45297

Regards,

Sean Barry

hello
today i received by post a bill of £42.98 for non payment of the toll on a north bound road

This was paid cash at the toll booth
now this is the second time this has happened
it happened the previous year as well and it was found that you were at fault
I did pay the £2 plus at the booth on the way home I also sent back the the fob that i had put on my window of the car

please do not send me any more letters saying i owe you money when i know i do not
I EVEN THINK THIS IS FRAUDas you state i owe you this from july but it now to be paid till 5 / 12/ 2021 to my mind that is almost 6 months WHY SO LONG

Despite numerous attempts to set up a post pay tag account it has been impossible, with the process getting stopped at various points. I emailed customer service to be told that I must make telephone contact to complete account set up. After persevering on hold for 25 minutes the call was ended at the final minute. It is unacceptable that any service demands so much time and frustration just to apply as a potential customer. Are they trying to avoid my business? If they are, it's working.

You keep sending me fines when I have already paid. I am using someone else's cars so you are embarrassing me as well as HARRASSING ME! I have already written about the first 2. Now another fine letter comes in (journey ref: [protected] and [protected]). I am not spending more money and time letting you know I've already paid these. STOP NOW

Hi
I have a tag system account with eflow for all tolls - this account is debited by eflow as they deem necessary as the account requires. no issues for the last couple of years. AC no [protected].
recently i have received penalty notice for two trip on M50. I have emailed on 4 occasions to eflow asking how this can be as they control the tag anf account without reply. I have gone through their appeal process and received notice of case number without resolution and now received a further second notice claiming the cost to be 49.80
I have no issue paying the toll if their system has failed but feel it is unfair to be penalised for this. Also feel that while this is been resolved there should not ne increasing the penalty -

hi

I would like to stop payments for Eflow
name Audrey McFarland
account number [protected] / [protected]
can someone please advise

regards

What an absolute disgraceful phone service you provide.
I emailed eflow on the 23/09/21 to complain that twice that day I had to wait over 30 minutes to get my call answered.
Today I had to wait 40 minutes. When the call was eventually answered I spoke to a customer service person who asked me my name address etc and then put me on hold with out one word to explain why I am on hold again. I am now at 60 mins for one call to your company without speaking to someone for the first 40 mins and the last 19 minutes. IF your website worked properly I would not have had any reason to make the call. I logged into my account and was not able to print out the invoice hence the call. Can someone from e flow please get back in touch with me about this issue as it is totally unacceptable? I am about to hang up the phone now after an hour of waiting and no one coming back on the phone to explain what on earth has caused such a delay.
Our company name is
LIGHTNING TECHNOLOGY LIMITED
Phone number:[protected]
Email: noeleen @lightningtech.ie

I an unable to contact anybody in E-Flow.
I rang 6 times, waiting half an hour each time without getting a reply.
When I log in to my account it shows that account is blocked.

Notice no. [protected]
acc. no. [protected]

We received a penalty notice in error.
Our car is a Renault Clio reg. no. 10D581.

Offending car in photo is CLEARLY a Ford. Reg. no. 10D 5181
SOMEONE SHOULD HAVE GONE TO SPECSAVERS !

This has caused us great stress.
I request an immediate apology and some financial gesture to allay the grief you have caused us.
This includes a lot of time wasted hanging on the phone.
Also the cost of these fruitless calls.
Plus wasted time in trying to open my account.

YOU HAVE TO BE THE WORST CUSTOMER SERVICE COMPANY IN IRELAND.

Please understand these comments are a fair reflection of my dealing with your company.

Kind regards,
Dolores Hopkins, John Hopkins

Good morning,
I have just tried to get into my account and its blocked
I cant check the balance on my account
Just got my visa account and the cost is 15.60 euros
I dont think that is right
cars o8mh1889 golf
151mh1686

Anne Marie Govern

Journey Reference: [protected]

On the evening of 27th August I collected my new car, I immediately tried to log onto my eflow account to add the new car, but I was having issues with the website and it wouldn't let me into my account. After multiple attempts to access my account, I was locked out and it advised to call customer service, so I did. I spent over 30 minutes on hold so I hung up the phone and said I would try again on Monday.

Over the weekend, I made 2 journeys in the new car across the M50. For some reason or another, one of the journeys was charged to my account, but the return journey didn't.

On the Monday 30th August, my fiance was able to update the account to with the new car details.

About a week later, I received a penalty notice in the post for 1 unpaid journey. I phoned up customer care to see why one of the journeys billed to my account, but the return journey didn't. I was left waiting on hold for 39 minutes before anyone bothered to answer the phone.

When I did speak with someone, she could not explain to me why one of the tolls that day successfully billed to my account, but the other didn't. And she then told me it was her belief that I just didn't pay the toll. She basically told me, she would "strongly advise me to just pay the fine."
I made it very clear that I had no issue paying for the toll itself, but I didn't feel it was justified to charge me a penalty, when it wasn't my fault that the toll wasn't charged to my account.

I asked to speak to a manager and I was told I couldn't, that I would have to call back and wait on hold another 39 mins. So I made a formal complaint, about the service, the wait times and the penalty. It's now the 28th September (3 weeks later) and I still haven't had any response to my complaint, despite following up on it.

Today I've received a further penalty notice in the post, this time the bill is €48.50

At no point have I refused to pay the toll of €4. I made this very clear to the agent I spoke with, I am simply refusing to pay the penalty and I want a response to the complaint that I made. I really don't think it is an any way acceptable that eflow bullies its customers into paying unjust fines with the threat of legal action.

It's clear that the senior management responsible for the running of this organisation, really have no ability to address and overcome the issues it is faced with, both in terms of their useless website and their utterly disgraceful customer service.

This morning I again attempted to call them to speak to them about this, but yet again, I was left sitting on hold for 33 minutes and gave up.

Its just not acceptable.

To Eflow,

I used the m50 on 11SEP2021, 9.34am and 2.58pm. I paid for tolls on 24SEP @10.26am, for which I have a receipt (which I emailed to EFlow). Paid for before the 8pm next day cut-off.

On 23SEP2021 I I received a penalty notice [protected]) from you the above journeys - why? Both tolls were paid for

I rang 3 times on 23SEP and was left on hold all times, on the third attempt, after spending 22 minutes on hold I gave up.

I have also emailed EFlow about this query, and on another query on the cancelling of my account on 01SEP, to which I have received no response yet so I am not hopeful of a response to this one.

I have also tried to contact you on Twitter - and surprise surprise no response.

Your service is a disgrace. Cancel those penalties immediately.

Rgds,
Aoife

In July 2021 i Accessed M50 and did not pay toll. i had previously applied for and received a letter confirming that my sons vehicle was exempt. this is because he is severely disabled. then i started receiving letters asking me to pay charges and small fine. so i phoned. ( this was 19 August 2021, i spoke to Joe and assumed the matter was sorted)
then i received another letter with a more substantial fine, which worried and upset us.
since then i have emailed (5) which are still un answered. I have phoned [protected] among many others. this one phone call lasted 35 minutes and cost me £23.46 only to be told that i had to phone an other number ( the person i spoke to was Michael this was 15.15 on 18th September 2021 ... the number he assured me was correct number and would sort this out was... [protected]. I tried this number on my mobile and landline and neither of them recognised it.
My family are extremely distressed by this whole shambles especially as the threatening letters mention jail for 6 months.
i really hope you can resolve this... please
Michael

My friend paid Eflow road tolls in the summer for both our cars. I received a penalty notice for the return journey of my car.

I rang Eflow - there is no option for this incidence on the phonecall menu. I pressed three and was kept on hold indefinitely without being able to speak to anyone.

There is nowhere on the website to dispute or email this information.
Penalty Notice sent to Heather Evelyn Mowbray, 8 Downhill Avenue, Belfast BT8 7EE
Case Number 23051-[protected]
Registration YN64MOU
Issue Date 13/09/2021
Journey Ref No. F1940661175 26 July M50 Northbound
Outstanding amount due Euro 5:47

Payment date and time by Lesley-Ann Wilson [protected]@hotmail.co.uk
02/07/2021 at 23:56
Tolls paid Euro 6.20
Receipt Number Reference [protected]

Lesley-Ann Wilson has received no penalty notice. On 2nd July she paid for 2 journeys for her car and my car which was Euro 6.20 per car. She has a separate receipt reference for own car.

See information sent to eflow through different mediums, website enquiry form, complaint form, email and letter of which there is no response so I do not know if they are dealing with the issue...There customer charter indicates response times of which they have not responded in any of the time frames

9th Sept 2021

Business Account #[protected]: Ref Case Number 73977

Dear Sir/Madam,
This letter follows emails- enquiries, complaints and phone calls sent to eflow with no response- hence a letter to see if I can get a response….

I am writing to you again following a query submitted on the 3rd Sept and got ref code [protected] of which I didn't receive a reply so I sent a complaint on the 6th Sept Case 73977 of which again I didn't get a reply but was sent an email to say that it would be dealt with. I am contacting you again today 9th Sept to follow up on my query

I had rented a van 021D 26274 and passed through the toll on 26th Aug 2021. I went to pay the toll that evening online but after several attempts when I got to the payment section the payment kept loading and I understood that the payment failed. I subsequently paid the toll by going into my local Maxol station Navan. I didn't receive an email to say that the payment had been processes however on investigating my credit card I noticed that the transactions had been processed 4 times at €9.60 each time totalling €38.40.

I rented a second van on the 1st 2nd September and passed through the toll on the 1st and the 2nd - 4 trips totalling €21.20. Again I went to pay on line but entered the van reg in error 21D11837 instead of 211D11837 VO660402. Payment of €16.00 was processed. I corrected the reg error and inputted 211D11837 and paid 21.20 but subsequently I noticed that the transaction was processed twice. VO860742 and VO 860710. Therefore I had overpaid by 21.20 and 16.00 = €37.20.

Therefore my query related to overpayment for journeys I had not made with either van totalling €75.60

The most difficult part of this enquiry process and complaint process is that E-flow haven't responded to my enquiry, complaint and the phone line is always busy with a pre-recorded message that the phone lines are extremely busy even though I have called at 08.00 every morning to try and speak to customer service. This is a far cry from your commitment on your customer charter.

The customer complaint process outlined and your commitment to answering calls, emails and letters is not working…… and although I have been a customer for many years my customer user experience when I have this issue is dismal… Could I at least get a response to my enquiry and subsequent complaint so that I am refunded the fee for the trips that were not made?

I await your reply

__________________
Thank you,
Fintan Ryan
[protected]

Hi all,

I was charged 30euro from my credit card, last month (which I paid) but I have been working in Bahrain for the last nine months so I am not actually there?

My old car was a silver Passett - 08 MH 4860 which I sold pre departing Ireland?

My full name is David Gorman

I will include a copy of my visa bill for your perusal.

Thanks for your help.

Dave

Notice no [protected]
This account was paid. This account was paid the following day at 11.30, trying to phone you but on hold for the last 45 mins. I made a return journey and paid the following morning, I did not receive a email but you can see clearly from my bank statement that this account was paid in full, I can be contacted on [protected] or email [protected]@live. Ie

Hi there,

Can you please send me a link to reset my password so I can gain access to my account.
My details are
Eden Gannon
80 Sandyhill Gardens Ballymun Dublin 11 D11TW21
[protected]

I have been trying to contact eflow nearly a month now. I haven't the time during the day to wait longer than 40 minutes on hold to get through and email has been very slow in regards to response time. Online system was also down and so I couldn't log in to change vehicles. I have rang multiple times and get left on hold . Simply not good enough, I have tried my best to contact you and yet I am still receiving penalties. I also tried to pay tolls and penalties at 3 petrol stations and was told they were rejected.

I have been trying to change my tag over onto my new vehicle. It has beeped and allowed me through rolling toll bridges without the need to stop...I have paid 2 penalties so far but I am not paying for any more. I have credit on my tag and have a current and up-to-date card registered to my account for payment.

I have sent my tag to the following address in hopes that you can do something.
Eflow,
PO box 13294,
South City DSU,
Cork

If this cannot be sorted then I will be cancelling the account and going with another tolling company. Customer support has not been helpful or responsive in helping me sort the matter.

Regards,
Eden Gannon