eFlow
Reviews and Complaints

I had the worst experience I have ever had with the resolver team in eflow. I had checked my app one day to pay a toll and nearly had a heart attack when I realised there was fees of €288 outstanding. I had clicked into the fees and said multiple trips had gone unpaid. Funnily enough i had proof of payment for all bar one (which I had paid in shop but didn't keep the receipt). I called the customer service department and was put through to a Ryan. Ryan firstly became extremely aggressive towards me and basically called me a liar. I had then asked to be put through to a manager as I was shocked at being spoken to like that. When I addressed the agents manor to the "manager" he said he listened to the call and thought his tone was appropriate. Over the course of this week I had rang three or four times and each time was greeted with a rude and unhelpful agent. What's funny about this situation is I am one of the ones who pays their tolls and has never had an issue like this before so I am shocked at this businesses stance on customer service. I then researched complaints and realised all the people I had been dealing with ie Graham Ryan etc and were also aggressive towards other customers which seems to be to get a rise out of them so they don't have to offer the 50% reduction on fees. What a business model. After I read the reviews I realised I was fighting a losing battle so I gave in and paid half €144. This is extortionate and an investigation needs to be done here. I have paid all my tolls but was penalised because I didn't have the physical receipt.

I would like to make three complaints about eFlow.

I tried to setup a tag on the eFlow website back in Febuary 2020 when I acquired a new vehicle REG: 161-MH-3732. While going through the registration setup, I seen that the vehicle was already registered and it would not allow me to override this. I never looked into it again as I do not use the toll very often. (Hardly ever)

I went through the Toll on the M50 twice in June or July and had presumed I would receive penalties in the post to my home address. (Nothing came)

I received one letter stating I owed the company a sum of money and would have to contact them on 1890507050 to resolve the matter.

I called this number the following morning 12/08/2020 at 8:30AM and got through to an individual by the name of Gareth.

Gareth informed me that eFlow had sent out 5 letters to my home address and I'm sure he believed I was not being truthful about the letters not arriving (I was and am)

I was told the amount I owed (93euro) not a major sum, but it will grow quickly and I asked if we could come to a settlement on the matter. I was told under no circumstances would I receive any relief. You either pay the whole sum or it continues to grow...

I said: This is very poor customer service
Gareth said: I was told this is not customer service, this is credit control and that I was not a customer as you have not paid...

When I asked to speak to a supervisor, I was informed that Gareth was the Supervisor.
I then asked to speak to whomever is over Gareth.
I was told Graham Turtell was Gareth's Manager.
I proceeded by asking how do I come in contact with Graham.
I was told you don't, he is not contactable...

I then asked if I could have an email sent to my personal email address, stating that eFlow have refused to provide me with a relief on the penalty.

Graham said: We do not send outbound emails from this department.

I said: Can you speak to customer service and asked them to forward the information via email.

Graham said: You are not a customer.

I asked if anyone else could send me an email?

Graham said: No.

By the end of the call I was upset and I told him I would not be paying the penalty...

The call ended with Gareth saying things like toodle-looo etc. and I admittedly got frustrated with this treatment (Passive aggression) and told him to go f##k himself. (Not my proudest moment)

I then called the Customer support team and spoke to a nice individual, she went to speak on my behalf but was told that due to (Bad language) on the call with Gareth, credit control have refused to reduce the penalty...

I explained to the lady that I completely understand her position and wished her a good day...

This entire conversation was counterproductive, admittedly I did lose my self during the conversation and become upset, but I was antagonised and provoked into such behaviour... I stupidly came down to Gareth's level... but his job should not be to provoke people...

Recommendations: Gareth needs coaching and needs to learn soft skills...

During a pandemic, where everything is slower or simply not running as it used to I can understand how the letters may not have arrived, if they were indeed sent...

I would be happy to pay 65-70 euro of the 93 euro penalty, as I feel there was a short coming on eFlows behalf as well as my own. And as a customer I feel.

Many thanks,
Shane

Eflow deliver the most appalling electronic customer service. I spent almost 10 days recently communicating via Twitter with eflow. The casual indifference in the correspondence was disgraceful. Days elapsed between responses. I allowed plenty of time to try & reactivate my account post lockdown. I traveled in the belief that I had resolved my issues. As I drove through the right hand lane the barrier came down causing near misses for the cars behind me. I raised a previous complaint to eflow without response. I again tried to contact eflow yesterday for help to resolve my online account that I fear has been hacked. Again no response. There doesn't appear to be an alternative contact point. Who is this entity answerable to? What has to happen before issues get addressed? Regards Fergus Rohan

On the 6/1/2020 I registered my new EV 201D2368 with EFlow. I was told that I would emailed with a few days and that any EV discounts would be reflected in my next bill. I was not contacted despite ringing them on 5 occasions during January

I received the bill on 4/2/2020 and the EV discount has not been applied. I have rang eflow twice and they said "it'll probably be reflected on the next bill". The refuse to ring me back or email me and I was even told today that the section that deals with this doesn't have any phones!

I am frustrated at the lack of communication and they are blatantly trying to extract as much money from me as possible
John Ryan
18 Osprey Lawn
TEMPLEOGUE
[protected]

I used the M50 toll road, the tried to pay online via my laptop as instructed. Tried Mastercard - system kept me waiting for 2 minutes, then came back with "Invalid URL" and a reference number. Tried again with VISA - same result, different reference number.

Contacted eFlow - no email address of course, had to use the online form. Told them what happened, gave the error messages and reference numbers SO THEY COULD FIX THEIR SYSTEM. Asked them to phone me so I could pay them.

RESULT? - an email telling me what to do in case I had rental car. (I never mentioned rental car). Then told me to pay via the eFlow website. WHICH I HAD DONE.

SO THEY NEVER READ MY SUBMISSION, OR THE ANSWER WAS CREATED AUTOMATICALLY BY A COMPUTER THAT CALLS ITSELF NIAMH.

Naturally, this email came from a "no reply" box, so eFlow is another one of those arrogant companies which sends out "Customer Service" emails but is afraid of replies.

I refer to Yc62bov.

Eflow toll request 12/08/19 23051-[protected]
07/09/19 23051-[protected]
07/09/19 23051-[protected]
Outstanding amount due for these requests is in excess of £370.

The vehicle was traded in to PMA CARS LTD, 52a Belfast, Newry BT341TR, on 28/05/19. Dvla was notified of change of owner and retention certificate for the private plate was sent for and returned. The dealer was notified and the plate K90BDM was removed from the Black Audi A6 and the plate YC62BOV was added. My insurance for the change of vehicle commenced on Friday 31st May.
The Dvla have confirmed I aam no longer the registered keeper for the car so I can not understand why I continue to receive these requests for payment. Can I ask that this is sorted out please? I have previously sent an email to " contact us" section on eflow but to no avail.
I can be contacted on [protected] for any clarification required

Regards

Brian Moore

I am now in receipt of two seperate letters from the M50 eflow toll, first stating that i owe the etoll charge, i have followed all instructions available on the letter, leading to a company epcpic.com, that does not recieve payments but advertises Merchant services, and also the bank transfer option, that claims to require a card reader machine in your machine, neither of these options are either viable or lead to anywhere you can pay a eflow toll, now having received a second letter requesting an absolutly rediculous fee and penalty charge, im at my wits end, stressed and worried that i have no funds for paying this extorionate amount and still have no further information on any way of contacting the company or paying the origional amount of 11.88, the credit card option doesnt work and the bank transfer leads to nowhere, dont know what to do next.

My credit card declined 1 journey. They suspended my account. I moved address so was unaware of this. The attitude of "customer service" is appalling - they hung up without warning x 3 times. I tried to change my address - they cannot do this - either in person or online. They have no facility on their website to update my details. They have no complaints department - only 'resolutions'. My €48 bill is now €500 - that's a 1, 041% mark up. Not interested in listening to my complaint - just interested in reducing the 'penalty' to a mere €134 which is 279.17% mark up. So: no facility to change address; ignorant customer services who hang up without warning leaving you no way of resolving account, and; no complaints department (or would not verify if there was one). I was directed to the website by the 'Resolutions' person for complaints but I informed her that I was LOOKING at their website and there was NO complaints option there (a little sneaky that!). She then said "someone" would call me back. Still waiting. This leaves the 'customer' without any recourse. Unacceptable!

Firstly I placed a query on Facebook while I was in Ireland about how to pay a past toll and also a future toll. I got a reply 20 days later!
Today my car hire company forwarded an alleged M50 toll violation on 10 July when I prepaid on 7 July.
Please see the attached notice and the relevant page of my credit card statement.
Please rescind this notice and advise Enterprise car rentals accordingly.
Why I have to go through this generic process as opposed to being able to contact eflow direct, God alone knows. Not a great way to encourage tourists, Ireland.

Had a direct debit taken twice in 1 day. €91.00. Contacted eflow who denied this and referred us to our bank. When we came back to them they said they would call back and did not. The amount oweing was credited to our account without telling us. A request for the money to be transferred back to our account was offered as a cheque first, then refunded as card payment. Then told this would be a 3-5 wait due to volumes of other customers with same issue. Nothing on social media, www, or telephone service to say about delays and to alert other customers. This has taken 5 days and 3 phone calls all with very slow response and still no money in our account. They say that 95% of the calls are sorted on the first call. The call centre say they have to direct my request to another site. There it will be processed.

Hi.
I am hoping this complaint will go directly to Graham in the resolver department as we keep missing each other by phone since Nov 2.
My complaint was regarding a call i made on 2nd Nov to make a payment for my penalties and also wanted to query a journey that was made on 18th Oct and said i had until the 2nd nov to pay. The reason why i was concerned about it going from 6 euro to 47 was because my husband had rang to say there was an eflow letter that just arrived, I was put onto a girl in the resolver dept called Chloe. I explained to Chloe i wanted to make my payments and then i went to the date i have mentioned above. She was not as friendly as most of your staff i noticed straight away by her tone but i just wanted to get my call sorted. I was cut off straight away and i had to go through the whole process again of ringing eflow and then wait for resolver. I got chloe again, mentioned we must of got cut off and carried on the conversation. I asked her again as i didnt get a response regarding my payment for 2nd Nov to which Chloe cut across me by saying " TANYA PLEASE READ THE LETTER " i was shocked by her responce, i said excuse me? she said " PLEASE READ THE LETTER YOU HAVE " I couldnt believe her speaking to a customer like that. I said to her excuse me Chloe i wasnt rude to you, is this how you speak to customers, she said " you asked me 3 times now Tanya the same question " i told her she hadnt answered me and told her i cant believe how you are speaking to me, to that reply she then accussed me of being argumentative !, I was in no way raising my voice to her and to be honest total shock at her behaviour.

This is a month later and i really feel strongly about her way of speaking to me as a customer, and i have two issues mainly to point to you about her behaviour.

1. On the 2nd Nov i still could pay one of the penalties and i was just checking with her in the amount she was quoting was she including that trip ( 18th Oct) as like i said above my husband had just rang me to say i had an eflow letter for 47 euro so i wanted to know was the 18th Oct ok, My BIG issue with her comment which she said a number of times to me was about me reading the letter, my husband could not read me what the letter had said as he has literacy issues and is attending Adult Education so he was not able to read all the letter to me, so for Chloe to pass her remarks like that was so inappropriate as i could have been someone like my husband with literacy problems for her to make little of it and speak like that would be totally embarrassing for anyone with literacy issues, all she had to do was be patient and answer my question without being so rude.

2. She was so rude on the phone that i was floored by her, that she even went to the extent to accuse me of being aggressive on the phone and threatened to cut me off, i said im sorry chloe but i am not being rude, then she cut me off !

I rang back as i only rang to make my payment to be greeted by her like that so got a lovely fella called Glen who apologized that i was so upset and he took my payment.

I am requesting you to please go back to the 2nd Nov approx 12 o clock to review and listen back to the conversation as i know they are recorded as i feel so strongly that Chloe was totally out of order and needs to respect people on the other line and not assume everyone can read ! And to learn how to speak to people without being rude and acuse of being aggressive.

I rang on the 13th Nov to make final payment of my account agreed with eflow by glen and updated my account and he said that all done now and i asked so am i clear now off all money due and he said yes, then i got 2 penalties of 47 euro the following monday, which i assumed was included in the payment plan. Can you look into this for me please.
Can you also get back to me regarding if you listened back to the conversation as i feel very strongly about it.

Thanks

Refused to co-operate with me in regards to payment for fines.
Was in contact in resolver team that seem to be in the same office insisting I've an attitude problem because I asked them to help me the first assistant was very abrupt.

I asked to speak to Supervisor but you can't hence why there are aloud to have the type of tone they do when speaking to customers. There is no direct email to get in touch with a Supervisor or Manager.

Dear Sirs
I would like to inform you that I have paid but your department send me a letter and make me upset. I suggest your department should be update your system.
I paid at Costcutter Tralee Sweeneys(Account number [protected])
for car Reg EX54URT
AMOUNT WAS PAID 3.10 EUROS
SCAN CODE IS [protected] on the receipt
Please check and confirm via my email
khalid.[protected]@yahoo.com
kind Regards
Khalid Pervez

eFlow has taken TWO extra payments from my credit and account without any reason and consent !
I have been in touch with them and have forwarded all the information that they requested with proof of 2 extra payments taken .
No reembursement have been made so far !
This make me think that they are a pack of PIRATES and nothing else !
If I don't receive my money back I will use they tolls for Free.
Pirates need to be treated has PIRATES ...
In a CORRUPTED an non Christian country like Republic of Ireland WHAT ELSE TO EXPECT ?!?!?!...

I wish to make a complaint about the system used by eflow that just keeps adding penalties on to your account I missed a toll payment for the 5 June which I assumed I would have got in the post instead of which I got penalty's for trips made on the
8, 11, 12, 13, 15 all of which added to a lot more than 12.20 I thought I would be penalised all of the above journeys had been paid I rang on the 18 and paid what I thought was 12.20 penalty and everything would be up to date but I have been told I owe 12.20 for two trips on the 18 which I ha paid in advance on the the 17 so to summarise I have paid 12.20 for missing a payment and still 12.20 for a trip that as far as I am concerned was paid in advance so the one payment I miss is in effect costing me 4 times as much as original toll, the girls I spoke to explained that the system will just keep taking payment off open journeys which is why it is so much to my mind this system completely flawed in your (eflow) favour where missing on payment will result in your account constantly rising

eflow ac number [removed]

[removed]

I will cut paste the 2 emails to date. I had an eflow account registered to an old address. I crashed the car with the eflow tag in it. I forgot the tag, was injured and more on my mind than the tag!. When I remembered it I emailed with a view to re-instating the account. I have a bill of 48.89. got a robotic, officious reply to my email and 20 has been added since? this makes no sense. I crashed the car, I don't have the fob, I didn't deliberately get rid of it, I had no car for ages so wasn't travelling, I shouldn't be charged all this money for nothing. can we not come up with a mutually agreeable sum, reinstate the account and send me a new fob. What is the point of sending me increasing bills getting nothing and no account!
From: eFlow
Sent: 15 March 2018 15:39
To: [removed]
Subject: Re: account [removed]

Dear [removed]
Thank you for your web message received on 13/03/18. I have reviewed your eFlow account [removed].

Firstly, I wish to inform you that the payment method on your registered account is invalid, and that your account has been suspended since 2015.
Unfortunately, because no contact had been made to relay what had happened to the tag assigned to vehicle [removed], the tag was never marked as lost or destroyed, so we continued to charge you the tag rental fee of €1.23 every month since.
When we believe you still have an eFlow tag in your possession, we will charge €1.23 per month for the rental of the tag, even if no journeys are made.
This means the outstanding balance on your account is €49.72.

You can reactivate your existing account by updating your payment method (card type + last 4 digits or direct debit) online at www.eflow.ie.

To do this:
Log in to your eFlow account using your username and password.
Click on the ‘My Bill' option from the menu on the left, and click ‘Payment Method'. Your payment method will be listed in the ‘Previous Payment Methods' list.
Click on the blue button on the desired payment method, and select ‘Activate'.
Alternatively, you can contact our call centre, and one of our agents will assist you.

Please update your payment method at your earliest convenience, as any journeys made by your vehicle(s), since your account became suspended, would be charged at the unregistered rate.
For us to send you a new tag, we would need to to return the tag. I understand you will be unable to do this.
According to point 15.2 of eFlow Terms & Conditions, a charge of €24.60 (including VAT 23%) is issued for each tag, which is not returned within the required time.

If you have any further queries, please contact us using the options below.

Yours sincerely

eFlow Customer Service
_
Visit us www.eflow.ie
Follow us @eflow_freeflow
Like us on Facebook

Name:

Submitted by[removed]

Account No: [removed]

Email: [protected]@hotmail.com

Telephone: [protected]

Licence Plate:

Subject: account [removed]

I have no tag for this account. I crashed my car a couple of years ago and it was scrapped and the tag was in it. I also moved house and wasn't getting these letters so I forgot. A neighbour took in a letter and passed it on. WHy is the account balance nearly €50? it seems very high for something that hasn't been used? I could reinstate the account with a new tag but I don't see why its €50

On the 23/02/18 I rand about a fine I received on the 23th feb 18 which was issue dated 14/03/18 for a southbound journey 20/02/18 / journey reference number [protected]. When I spoke to your operator I told them that toll was paid and I gave them all toll receipt's for that journey and all journeys before and after that date, over 20 in total, they said they would get a supervisor to ring me back before the end of day, that was 2 weeks ago., i'm still waiting for that phone call.
I asked where you got my personal information from as I am not registered with yourself's, I was told you's get the information from shannon based motor tax office.
That is illegal under data protection laws
I did not give anyone consent to give you any information about myself or any vehicle I drive.
Can you comfirm or deny that this is true,
Also could you forward me a copy of your licence to collect money or fine's in ireland,
Looking forward to hear from yourself's

Hi I got a bill from eflow the last time for 3 euro unaware of the charge so they said I have a week to pay so I said [censor] it let them wait so 6 days past and now I have a bill for 60 euro... I rang them and explained to them again that I was given a week for that silly payment but they didn't listen I was charged 60 euro for late payment... Right snakey bunch they make peoples lifes very difficult...

Ye suck eflow!

My reference number [protected], I have written twice already to try to ask if there is a chance to appeal a penalty. I's single mother with two kids, working part-time, this was our trip home for Christmas, and I didn't do it on purpose, to don't pay the 3euro on our way to the airport. I physically just forgot, we came back on the 12/01/18 and when I was travelling again to Athlone, passing M50, I have reminded myself, that I didn't pay the first one. It was too late to pay that day because the penalty letter came a day before we arrived. I have already paid the 2 journeys and I was politely asking if there is a chance to cancel the 47euro payment, but there is no response from anyone. Please is there something that can be done in my case?

Best regards
Aleksandra Gornakowa

on april 17th 2017 i traveled to kildare using the toll, the following morning (april 18th) at 9.30 a.m i paid my fare in a local supermarket in Laytown co meath. a week later i travelled to america for 5 weeks and came home to see a notice that my eflow payment had not been recieved and my bill was €90.00

i called eflow on july 12th and spoke to a lovely lady called laura, laura advised me to return to the shop and see if they had a record of my reciept before we could proceed with anything, i had conatcted the shop several times over the past few weeks to get a reciept but due to a brievement in their family the manager was not available. he then rang me this morning and advised that they had no record for these type of payments, i rang eflow and was told my bill was €300.00 and they would accept €90.00..i then disputed it further and was passed to a different department, who now want €150.00 off me, when 20 mins previous i was offered €90.00 to settle. i agreed to settle for €90.00 seeing as i had no reciept to prove anything, and the lady would not accept the €90.00 due to me rejecting to pay 20 mins previous to a separate department? they now want further €60.00 in the space of 20 mins.. this makes absolutely zero sense. I will seek solicitor advise myself if this is not resolved and i will be contacting the ombudsman.