Merseyflow Reviews 991

Crossed at 1430 on 7.3.26 from M56 to other side, roadworks made it down to 1 lane...no warnings on M56 for this, I could have used M53 then 1 of 2 tunnels. Paying for crossing on 8.3.26, 3 attempts failed but then got notification from my bank that payments had gone through, garbage. Also, payment for past crossing and ones in advance are on same link, too much trouble to have them separate

Received a fine on recovery vehicle.

My vehicle was on the back of a recovery vehicle being transported to a garage and I received a fine.
The photo they sent with the letter doesn’t even show my plates and barely shows my van as it is behind the recovery vehicles cab.
So I have to go online, file a representation and hope that they cancel it with no problems as there is no phone call option.
I had to spend time to check dates and wonder how it was possible I received a fine. Honestly ridiculous that I have to go through a process to have an illegitimate PCN cancelled.

I was sent a letter through the post saying I owed £77.40 and that they had sent a letter previously which I’m not saying they didn’t but obviously got lost in Christmas post. I called them only to be told they could not discuss with me as the letter was in my daughter’s name. I explained it is a notability car and that my daughter has severe learning disability and is nonverbal. They insisted I send proof of appointeeship before they would talk to me which I did. They took a while getting back to me and as the letter stated that I only had so long to pay I ended up having to just pay the full amount. There needs to be a better system in place. I understand it’s my own fault to begin with for forgetting to pay but people have lives and sometimes a lot going on in them were the last thing on their minds would be remembering to pay a toll. Maybe send a friendly reminder first instead of a fine even if you are charged maybe an extra £10 for the reminder, that would be more acceptable than just getting slapped with a nearly £80 fine.

I am not a frequent user and have to use the manned lane because I cannot reach to tap my card. The staff are always warm helpful and friendly, even in really cold and windy conditions. They deserve a good shout for being so pleasant

Silly me not setting my Google maps to avoid tolls. It's a while since I did this crossing and sad to say the same stupid website to pay. No way to check how much you owe, you'd think they would sort this by now, but then again why when it's quite lucrative for them. How do they continue to get away with this, just a complete scam.

Would give 0 stars if that was an option. Forgot to pay, fair enough but it used to be £20? I’ve not even had a single letter through over the December period and got my first through this morning only to be hit with a £77.80 fine for apparently missing the reduced amount now £50 for 1 crossing. Absolutely scam!!!! Never going over this bridge again, I’d rather waste the fuel and go the long way round to Chester

How is this legal??
This is the biggest money spinning scam ever, my advise avoid this bridge at all costs and lets hope the thing rots and falls into the Mersey. I set up an account to pay automatically, I do this with every toll in the country as I run a transport business, but apparently this one never went through.... and then I get a letter to say I have ignored the first letter (why would I do that??) and now have to pay £75.
This is just another scam on behalf of our inept local authorities and government. I already pay a fortune in road tax every year, which they do nothing with, you can see by the craters appearing in our Motorways on a regular basis just to see this.
Inept Overpaid f**kwitts!!

I have also recently been scammed by this bridge. I have an account and pay my crossings regularly adding up to a considerable amount of money over the course of a year.

I have recently topped my account up by £40 which I can prove via bank statement and have been issued with 11 PCN’s saying I haven't paid.

I’ve challenged this and been sent an email back fobbing me off so have escalated to the complaints department.

I’ve done search online and can see that merseyflow have had problems with their payment services inc direct debits between the months of Nov and Dec 25.

I believe they had falsely charged all these PCN’s and also fraudulently taken £40 of my money and not credited my account.

This has resulted in alot of undue stress and financial burden as my lease company paid the fines which have subsequently been taken from my payroll. Resulting in multiple admin fees on top of the already extortionate amount they charge for what can only be considered as minor offences even if in the wrong.

There are alot of complaints on here about unfair treatment, poor service and daylight robbery. Maybe it’s time to complain on masse to the transport minister and papers to finally get these disgraceful tolls removed.

Not only is it a disgusting service it also isolates an already deprived area ie Merseyside from a lot of trade south of the bridge as the tolls are socially damaging.

I find no fault with the staff at Merseyflow but the system is woeful. Utterly unfit for purpose. A completely inadequate, inflexible disgrace.

wouldnt say i like paying this toll, but its not as much as tolls down in london.

one good point is, it makes runcorn more pleasant to look at. but come on the pay within 24 hours is ridiculous, luckily they dont fine you immediately, got away with it a couple times

I’m giving it four stars because, although I was treated fairly in the end, I don’t believe this is a fair way of doing business. I believe the system is designed to make money from people who either don’t understand it or don’t notice the payment method requirements.

I crossed the bridge without realising that payment had to be made in advance or via the app, and a few weeks later I received a fine for a considerable amount of £72.40. I went through the appeal process, and it was accepted that I only had to pay £2.40. However, I didn’t notice the small print (even though it was in bold on page 4) stating that I had to download the app.

Three weeks after paying the £2.40, I received another bill for £72.40. This meant I had to go through the process again—this time called “making a representation” rather than an appeal. Again, it was successful because I had already paid the £2.40 and had a receipt as proof.

There were still several hurdles to get everything fully resolved. My card had expired and was cancelled about a week later due to an unrelated scam, but I still had to set up the app, even though I could cancel it immediately after the payment went through. Eventually, the money was transferred, the original £2.40 payment was accepted, and that was the end of the matter.

However, I don’t think many people would have had the patience or the knowledge to navigate this process and prevent an injustice. I have every sympathy for those who tried to appeal and were not successful. All I can say is: stay calm, go through the appeals or representation process, and hope for the best

I have used the customer service on a few different occasions and I have to say they have been absolutely brilliant. Answered all.of my emails on the same day giving me clear instructions. The website has been easy to use and I have managed to do everything I need and I am not very smart with technology

It’s a rip off, why are we paying to use a road we need to use. Road tax should be paying for this. I travelled up from the Midlands and paid the £4.80 which was easy enough to do but Merseyside should be up in arms about this.

This government funded operation is completely corrupt, there is no other explanation for why it has so many bad reviews and doesn’t seem to care.
The app doesn’t work and neither does the website.
In my opinion the company is IN BREACH OF CONTRACT.

Terrible experience – website doesn’t work!
I genuinely don’t understand how this is allowed to operate. The entire process - from making the crossing to handling payments - is full of problems. The website is unreliable and feels deliberately difficult to use. The whole system is designed to catch people out and generate fines rather than provide a fair service. This needs to be investigated by the Transport Minister, and all affected users should be refunded their fines!

Would have given no stars if had the option, Simple things are never easy with this site they seriously need an upgrade in software. Just had an email saying I was in negative balance on my account even though I paid for my crossings yesterday 🙄 Sign In never works on the app or website either. Shambolic.

Horrendous glitchy website. Confirmation e-mails do not get sent. Car registration showing as registered but not. Service staff are unhelpful and defensive of flawed system

Tried to pay online for a crossing and neither I nor my wife were able to pay. Website kept generating errors.

Went to the customer service helpline and the bot was pathetic, took six goes to recognise voice to car registration - even when using the NATO phonetic alphabet.

Then the process of payment itself when finally persuaded the system to accept registration was pathetically slow, and finally the voicing of a reference number happened without any warning. This site could have been designed better by a five year old.

Went over the bridge last year, they took the money from our account, then refunded it seconds later. then sent bailiffs around to our home to collect and threatened to take our disability car.
we then where force to pay them in excess of £400, for them to admit they whrere wrong but refuse to refund it.
In July we went over and again paid, got screen shots and bank statements to prove it in light of the above and guess what.. same again.
they now do not accept bank statements (legal documents) nor screenshots to prove payment has been made.
I plan to take Merseyflow to court for the above fines and compensation and interest on the money owed to me.
They also were not bothered about me being a vulnerable person, the bailiff said "you can't be that bad if you go out"

What a terrible experience of the website and iOS app. Unable to register an account as verification email never arrives, not even in junk folder. But by this time you've given credit/debit card details for automatic payment. Customer service is a joke: the automated system takes you round in circles. It doesn't even deserve the one star!