NOBODY MANNING THE PHONES
We have been trying to pay a parking charge on behalf of my mother, the registered keeper, for the past couple of weeks. After contacting Parking Control Management on a couple of occasions, I was told I couldn't make the payment only the registered keeper. I live in London mom's in Leicester ( she struggles online and making calls) I attempted to pay online on numerous occasions but I was unable to.
Today now I'm with my mother, I contacted PCM and was told to contact TRACE. I have been on the phone waiting for an answer for nearly 1 hour and 25 mins.
After 40 minutes I looked on their site and saw another number we so I called from my phone.
The automated system allows payment only if you have the debt recovery case number from the letter, but my mother has never received that letter, so we have no case number.
This means we are unable to make payment online and have no option but to remain on hold indefinitely without any indication of our position in the queue or how long the wait will be.
We are trying to pay the outstanding balance, but the process makes it unnecessarily difficult. There should be an alternative way to verify an account and make payment when the debt recovery letter has not been received.
We did not know it was even with debt recovery. I will be returning back to London and need to be with my mother so she can make the payment.
After 1 hour and 37 minutes the call was answered by a women ( who took payment) but exactly at the same time my phone was answered by a man, how could that be?
I had to read out moms bank details 3 times before payment could be made because according to the lady they had a new system and its basically playing up.
The lady said the had 96 people in the phone waiting, then TRACE needs to have a better system to let people know where they are in the queue and they will get an answer.
Mom was telling me to hang up a long time before.