Dart Charge payment changes branded a 'shambles' as huge demand for website leaves people waiting 'hours' in online queue

Changes were put in place this weekend while the services were upgraded

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The Dart Charge has been dubbed a "shambles" this weekend, leaving drivers stuck in long queues trying to pay the fee for crossing. A company has taken over responsibility for the crossing charges and a system update took place over the weekend.

But there were some issues with the update and drivers have been stuck in long queues on the website, trying "for hours" to pay their fares. In a statement, Dart Charge said the payment period "would be extended" to account for the issues.

A relief for some but many drivers were asking why motorists couldn't be let off the crossings for the weekend. This morning (July 31) the Dart Charge official Twitter account said their site was experiencing "exceptionally high demand" and said it was working to resolve the issue.

Read more:Dartford Crossing users warned over online payment changes

They said: "We are experiencing an exceptionally high demand for the Dartcharge contact centre and website which means our systems are currently at capacity and therefore people are struggling to access the website and our call centre advisors.

"We are working hard to resolve this and your patience is appreciated. Please be assured that we will be extending the payment period for crossings made over the weekend to account for the system issues."

Many users have been sharing their frustrations in replies to the tweet, with some claiming they have been waiting in the online queue for more than an hour. One user said: "I have been sitting for ages " in a queue" to update my details...been trying since 28th as you said....crossed twice yesterday, and worried silly about a fine!!! I can't sit waiting all day....."

Another driver said: "Tried last night no luck. 2hrs in today and still can’t get on. How long is the extension period??? You can’t give fines to people who are trying to pay…"

Another added: "I'm a fleet account manager and now on annual leave. Why should I give up my holiday trying to sort our your errors? This is an absolute shambles."

pic.twitter.com/dFn4dLXr43

— Dart Charge (@DartCharge)

Ahead of the change, National Highways has apologised for any inconvenience caused during this maintenance period and "deeply appreciate road users understanding as improvements are undertaken".

A spokesman said: "Due to the introduction of new banking requirements, it will be essential for account holders, including Pay as You Go customers, to re-validate their payment cards following the weekend. Neglecting to act may result in crossings not being automatically paid due to invalid card payment details, potentially leading to a Penalty Charge Notice (PCN).

"National Highways has dispatched direct communications and instructions, to those affected. Previous communication stated this would be required on 28 July, but due to an extended maintenance window this will now not be possible until the service is re-opened on 30 July.

"As part of the improvements, a new Service Provider (Conduent) will become responsible for vehicle identification, payment processing and account management. Emovis will continue to issue and handle enquiries for Penalty Charge Notices. To keep our customers informed throughout this process, National Highways will be providing live updates through our social media channels."

For more information about the scheme:

Visit https://pay-dartford-crossing-charge.service.gov.uk/Home

Call 0300 300 0120 between 8am and 8pm, every day including weekends (textphone 18001 0300 300 0120).