Resident demands refund from Sanral
A Kensington resident has threatened to lay a charge of theft and fraud against the South African National Roads Agency (Sanral).
Ms Andrea Heyes said she was charged for “passing” the Bakwena Toll Plaza even though she, her e-tag and vehicle never passed this area.
“I obtained an e-tag in February and it worked fine. Then I received an e-mail with costs for this toll plaza. I never went past Pretoria but R8 was charged to my e-tag.
“I logged a complaint on the Sanral website and spoke to an operator at the call centre. She tried to help but failed.
“My breaking point was when I had to explain to a consultant how to read a C-track report. I had to explain how the device works when it comes to tracking. A refund was refused. The operator stated that while my vehicle might not have passed through the toll plaza, my e-tag did,” said Ms Heyes.
Ms Heyes said she never removed her e-tag from her vehicle. “My e-tag was in my vehicle while it was parked at home. I had to argue with a consultant. I should not have to prove where my car was, nor my e-tag. Sanral should be able to confirm all its transactions with a photograph.
“If my e-tag was removed from my vehicle parked at home by me in Kensington and placed in my handbag for argument’s sake, why is it that none of the other gantries picked up my e-tag on the way to Bakwena? I have been accommodating until this point, as the resolution time is five working days, but this matter has gone way over,” said Ms Heyes.
She said the system is supposed to be flawless. “This shows that even if you have an e-tag, you are still ripped off. Sanral is supposed to be able to prove every single transaction by photograph and in the last two weeks of trying to get this money credited, Sanral has not been able to prove a thing,” she said.
