Billing errors being tackled - eFlow

HELPDESK:Answering all your motoring queries

From AS: You are probably well used to complaints about the West Link and eFlow mistakes, but here’s one more situation of repeated demands for payment where the alleged offending vehicle was never near the West Link at any time.

The car in question is a Nissan Micra registered to my son who lives in Australia. I am the only user of the car, and have not used the West Link at any stage. I have received quite a few notices looking for payment, and I now know that the number is being misread by the cameras. The Garda tell me they cannot assist.

It would seem that possibly because of a misplaced retaining screw, the Micra is being confused with a Renault truck with the same registration except for it ending with a 5 instead of a 9, as on my son’s car.

The problem is that the photos don’t seem to be checked.

Surely after five successful challenges to charges the system could be programmed to become aware of any subsequent “infringements” so they can be scrutinised, rather than forcing me to ring eFlow at my expense, every time THEY make a mistake.

I can prove I wasn’t near the West Link, but I’m guessing the problem of misreading number plates is widespread. I am sure quite a few people who regularly pay to use the West Link pay again if there is a mistake – particularly if they can’t prove the exact time of crossing when completing multiple trips on a single day.

It doesn’t take a motoring genius to tell the difference between a Micra and a Renault truck. As you state, your problem would suggest that many other errors may go unnoticed simply because plates aren’t quickly checked off against the photos, and users don’t minutely check their toll bills or record their exact times of usage.

The good news is that the NRA and eFlow admit this situation is not acceptable, and have been trying to tackle it. According to an NRA spokesman, a new system has been introduced whereby number plates that regularly create errors are marked for attention before billing to motorists.

This new method of checking came into effect last week and should prevent regular wrong billing. It does, however, call upon people to check their bills regularly and make complaints when the system gets it wrong.

From NM: Am I the only person who is confused over all the discounts from car dealers? I’m looking for a family hatchback and I’ve spoken to several dealers but there doesn’t seem to be a clear guide to what all the discounts mean.

Some say they can now allow me more on the trade-in than before, others are giving me straight discounts on new car prices, and others are doing something along the lines of sending me a cheque for the discount after I’ve bought the car. Surely if they want to attract customers they need to be easier to understand?

There does seem to be confusion over discounting. This week I took a call from a reader with a similar gripe about this issue, so you are not alone. There are buyers interested in taking advantage of lower prices on offer, but the car industry isn’t helping itself by muddying the water over pricing.

It’s important to sit down and take a close look at what’s on offer. Some firms are offering drops in list prices. These are from the manufacturer, and as such should play no part in negotiations with the dealer.

Others are allowances to dealers to let them bargain more than they could otherwise, and that’s where things can get tricky. The problem arises particularly if you are trading in your old car.

It’s a timeless mantra of the Motors Helpdesk: you need to judge a deal by the cost of change, not the trade-in value or the purchase price. One dealer may slash the price of a new car but offer you well-below value on your trade-in.

The starting point should be to shortlist cars you would like to buy and that are roughly within your budget. Then you visit dealerships and get details on offers and valuations they will put on your trade-in.

Only then, when you have the cost of change for each new car, can you work out the best offer. The discounts might look great, but it’s only by studying the cost of change that you will spot real bargains.