Transport for London (TfL) has refunded a £90 fine issued to an 80-year-old driver who had already paid the £12.50 Ulez charge, after admitting that its contractor failed to collect the payment. The driver, identified only as VR from Fleet, Hampshire, paid the charge within hours of driving through the zone using his American Express card, but was later fined for non-payment.
Payment made but fine issued
VR said he paid the £12.50 Ulez charge on the day of his journey, but TfL subsequently issued a £90 fine for non-payment. His card issuer, American Express, confirmed that it had authorised the payment but that TfL had not collected the money. Despite submitting a screenshot from his banking app and a letter from American Express, TfL rejected his appeal.
TfL's original letter threatened a £180 fine, rising to £360, and warned that his car could be destroyed if he did not pay. Because he and his wife are in their 80s and rely on the car for hospital appointments, VR said he paid the £90 fine under duress.
TfL admits contractor error
After the Guardian's consumer champion challenged the case, TfL contacted VR the following day with an apology and a refund. A TfL spokesperson said: “Cases where payment is not taken are rare but we have established processes to ensure drivers are not issued with a fine. Unfortunately, they were not followed. We are reminding our contractor of the correct course of action if a case like this occurs.”
The Guardian's consumer champion noted that this is a recurring issue, having previously reported on TfL fining drivers who have paid charges on time but whose payments were not collected due to administrative failures. TfL had assured in 2019 that it had changed its systems to prevent such errors.
Impact on drivers
VR's case highlights the distress caused to vulnerable drivers when payment systems fail. The refund was issued only after media intervention, and TfL has committed to reminding its contractor of proper procedures. Drivers facing similar issues are advised to contact TfL directly with evidence of payment, though the process may require persistence.
