“We accept that as a brand-new system, Humber Bridge Toll did suffer some teething problems shortly after launch”
A general view of the Humber Bridge(Image: Sofie Jackson – staff)
Frustrated motorists claim they have unfairly received fines after the Humber Bridge scrapped its toll booths and moved to a new payment system. A spokesperson said there have been “teething problems” and all appeals will be considered on a case-by-case basis.
The bridge’s toll booths were in place since it opened in 1981, but closed for the last time at the end of Friday, January 30. The new Humber Bridge Toll system became fully operational on February 2.
Under the new system, HumberTAG is replaced by the Humber Bridge App. Guests without the app can pay via the Humber Bridge website by inputting their vehicle details.
It is also possible to pay for crossings over the phone on 01482 235500 or at a number of PayPoint locations, such as local newsagents. Which ever method they use, motorists who have not already paid in advance must pay by midnight the following day after a crossing.
Lee Stearman, 37, from Barton, said he believes his fine is the result of a fault with the system. He said: “Basically, I’ve got an account all set up and there is money on the account and everything is working.”
He says he received a fine for £27 for a single crossing in a vehicle that he says he knows was registered to his account. Lee said he double-checked his invoice and account and saw, not only had he been fined, but another crossing he made the same day had been missed entirely.
Lee said he phoned the Humber Bridge helpline and spent an hour on the phone, then was told he had to appeal online. Since writing about his experience on Facebook, he said his post had “blown up”.
He said many people told him they also believed they were fined unfairly, and he does not believe what happened to him is a “one-off, isolated incident”.
Steve Harrison, also from Barton, claimed he received penalties for non-payment despite having credit on his account. He said he spent 50 minutes on the phone in a bid to appeal the fine, reluctantly agreeing to pay 50% (£58) because he feared not paying would end up with the fine being increased.
A spokesperson for the Humber Bridge said: “Prior to the launch of Humber Bridge Toll in early February, we spent a great deal of time explaining how and when people should pay, using both online and offline media channels, to help them avoid additional administration costs.
“We also provided existing account holders with detailed information on what they needed to do to ensure their accounts remained in credit once the system went live.
“As a result, there have been hundreds of thousands of successful transactions via the new system since that time.
“However, a number of people who didn’t pay their toll in time have now received an Unpaid Toll Notification, along with a £25 administration fee.
“This includes Humber Bridge Toll customers who did not have sufficient credit on their accounts to pay for their crossings.
“We accept that as a brand-new system, Humber Bridge Toll did suffer some teething problems shortly after launch, and therefore, some people may feel they have received the admin fee unfairly.
“We would encourage them to appeal the decision so we can investigate. Appeals will be considered on a case-by-case basis. We would encourage customers to provide as much supporting evidence as possible to ensure that their case can be investigated thoroughly.
“Once an appeal has been opened, the administration fee will remain frozen until the outcome of the appeal is determined.”
A full explanation of how to appeal the administration fee can be found on the Humber Bridge website.
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