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Sanral accused of number plate guessing

Cape Town - National Roads agency Sanral has been accused of number plate guessing after a Gauteng owner of a motorcycle received an invoice for a bakkie.

Irate Fin24 user Johan Maartens said he received two incorrect invoices from Sanral: "The one photo shows a bakkie with an unreadable number plate. So they just guessed a number - that of my BMW K1200 GT motorcycle, which is not even registered on their e-toll system.

"I also received invoices for my caravan being towed behind our car - and our car has an e-toll tag!"

Another user, Charles Dutton said his family car became a truck in Sanral's transaction report.

Maartens said he was instructed by Sanral to" complete a couple of pages of information, get it stamped by a Commissioner of Oaths and all is forgiven".

"Why do I have to go through all that trouble in my company's time to sort out their issues," he asked.




Pictures supplied by the Fin24 user

Spokesperson Vusi Mona assured road users that Sanral and ETC, the service provider who is contracted to run the e-toll system, take all of their concerns seriously and are making every effort to deal with their complaints.

Apologising for any convenience caused, Mona encouraged motorists to log their complaints though the proper channels: e-toll customer services points via the website, the call centre 0800 726 725, or at a Customer Service Outlet, located at malls in Gauteng and along the Gauteng e-roads.

"Even one dissatisfied customer is one too many and customer experience issues are receiving serious attention by both Sanral and ETC," he said.

He said it has been found that in many instances, the complaints arise due to a lack of understanding of the accounting system.

On Maartens' caravan billing issue, Mona said a caravan does not need to be tagged. "The system is able to detect the tow-bar, and only the light vehicle (as defined in the Government Gazette) is charged."

He directed road users who were erroneously double charged, to log their complaints to Sanral's Customer Services at info@sa-etoll.co.za, via the e-toll call centre on 0800 726 725 or by visiting an e-toll customer service outlets located at Gauteng malls, or along the Gauteng e-roads.

- Fin24

Disclaimer: All articles and letters published on MyFin24 have been independently written by members of the Fin24 community. The views of users published on Fin24 are therefore their own and do not necessarily represent those of Fin24.

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