• Report: #776577
Complaint Review:

Flow Tolling Pty Ltd

  • Submitted: Wed, September 14, 2011
  • Updated: Wed, September 14, 2011

  • Reported By: Pat — Moffat Beach Other Australia
Flow Tolling Pty Ltd
Locked Bag 2935 Brisbane QLD 4001 Internet United States of America

Flow Tolling Pty Ltd (Administrators Appointed) Automatic payment system took more money than authorised & took second payment within 2 days. Company claimed 2nd payment made in cash, NOT SO money taken from account Brisbane Internet

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This company collects tolls based on a tunnel under the Brisbane River.  however their system allows their 'etag' to be used on other tolls roads throughout Australia.

The company is in receivership & receiver/managers are appointed:
FLOW TOLLING PTY LTD (Administrators
(Receivers and Managers Appointed)
ACN 134 967 356
address Level 1, 19 Corporate Drive, Cannon Hill QLD
phone +61 7 3046 4191  |  fax +61 7 3395

The tolls are registered/recorded with an electronic tag mounted on the vehicle windscreen, or other vehicles that the customer cares to list on the Flow toll web site. Other payment options are possible.

Payment in my case is, or was by automatic top up as a direct debit from my nominated bank account with a pre-nominated ceiling of $20.

On Sept 5 2011 an amount of $25 was deducted from my account by above company.

On Sept 7 2011 an amount of $25 was deducted from my account by above company.

At the time I was not aware this money had been taken.
Note: on both deductions the ceiling had been exceeded by $5

On Sept 12 9.30pm I received a email as follows:

On 05/09/2011 the FLOW account described below fell below the minimum balance, at which time we attempted
to process a direct debit payment. This email is to advise you that the direct debit failed.
Account Details
Account Status
Account Number
Current Balance 05/09/2011
AU$ 4.40
Please go to www.flowtoll.com.au
to make a payment on the account at your earliest convenience. Failure

make a payment and return your account to a minimum balance may
result in the account being suspended.

On Sept 12 10pm (note half an hour after previous email), I received another email part context as follows:

The balance of the account described below has fallen below AU$ 5.00.
Account Information
Account Status
Account Number
Balance as at 05/09/2011
AU$ 4.40
Failure to make immediate payment to return the account to a minimum balance may result in the account being suspended.
Please take immediate steps to make payment by one of the following options.

After receiving these emails I then checked my bank account to discover 2 X  $25 withdrawals by Flow Tolls in 2 days.

The same night I emailed the company with this message:
this seems to be a mistake as on checking my account it is
well in credit.  Also on checking my bank statement it appears that you
have been helping yourself to $25 each withdrawal despite it being set at
$20,  further, recent withdrawals indicate a 'double dip' into my account.

  In the circumstances I am demanding a credit back of $25.

  There will be no more automatic withdrawals as it seems your system or
operators cannot be trusted to do the right thing.

This is the company's reply:
Thank you for your email.

A search of our records shows your current account balance is
$54.40 as you have topped-up since the suspension email. 

There was an automatic top-up on your account of $25 on 6/9/11

and then by cash at our customer service centre of $25 on 7/9/11.

 There was no double payment taken as cash was provided at our customer service centre.

Your account is now set up for manual top-ups.

My email response:

I'm afraid what you state is completely wrong.  My bank account
shows a withdrawal of $25 on 5/9/11 and again on 7/9/11, a double
dip on my account.  Further that money was already taken from my
account BEFORE the 'supposed' "SUSPENSION" email.

Yet further, you were only authorised to take $20, NOT $25.  Please
explain why You have removed more than authorised.

Yet another email on 12/9/11 stated a Direct Debit FAILED, yet the
amount of $25 was taken from my account ON THAT DATE 5/9/11, so it
DID NOT fail.
I'd like you to cut the crap about 'and then by cash at our customer service centre of $25 on 7/9/11'
and CREDIT BACK my $25 payment which you were not authorised to take.

There has been no response to that email.

I am concerned that this company will cease operations even though it is under receiver management. It is losing large amounts of money.
Further I am concerned that the company is taking 'unauthorised' funds from other client's accounts and I am 'small fish' compared to company's accounts.

Who else is being ripped off?

This report was posted on Ripoff Report on 09/14/2011 06:02 AM and is a permanent record located here: http://www.ripoffreport.com/reports/flow-tolling-pty-ltd/internet/flow-tolling-pty-ltd-administrators-appointed-automatic-payment-system-took-more-money-t-776577. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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