When presented with problems Enterprise NCP do look into them properly and speedily (Image: Getty )
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Even by the standards of private parking challenges, Sarah Pope’s one was convoluted. “I’m the little person trapped in the middle,” she told Crusader.
Her problems happened in March after her own car had broken down and her motor insurance allowed her to have a hire car from rental firm Enterprise.
Sarah had parked near her work in an NCP car park, paying for the tickets by bank card and displaying them clearly.
A few weeks later she was surprised to get a letter from Enterprise citing NCP accusing her of traffic violations.
“I called Enterprise and explained I had proof of purchase. I was told to wait to hear from NCP and appeal directly to them. But I heard nothing,” she explained.
“But when I was going through my bank statements I noticed Enterprise had taken more than a hundred pounds from my account, over and above the £8.40 for the tickets.”
Sarah called again and this time was told that NCP had rejected the explanation she had given via Enterprise so it had paid NCP and then debited her.
Upset Sarah told Enterprise to check their records where it would show she had offered proof.
Sarah had parked her car in an NCP car par, paid for the tickets by card and displayed them clearly (Image: Getty)
It responded by sending her an authorisation letter to pass on to NCP.
“But by then it was well past the date for any appeal and I’ve ended up being passed between the two,” she says.
We asked Enterprise and NCP to investigate both why her tickets were invalid and for the delays letting her know.
Unlike some of their less scrupulous counterparts, once presented with problems Enterprise and NCP do look into them properly and speedily.
It would seem there was a slip here and the hire car registration number entered for the ticket did not match that of the actual vehicle.
Easily done when people are under pressure.
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NCP commented: “At no stage did we have any record of a payment being associated with this vehicle.
As it was a hire car, we communicate with the hire car company and they must inform us if they want us to directly contact their customer.
Instead the hire company paid the PCNs , and in doing so this closed the case and meant that there was no appeal process to follow.
“It has been difficult to trace the VRNs that the customer used to link the payments, we still cannot find the combination that was used, but we can see from the information provided that they paid for two parking sessions and by linking the payments to our tariff banding we believe the payments to be for the stay in our car parks.”
Automatic systems do not favour human tangles and there were hold-ups.
However in a much better resolution, NCP also confirmed it has refunded Enterprise closer to £200 as delays wracked up further fees.
Enterprise will then return its deduction to a relieved Sarah.
We hope the £10 admin inquiry costs she could be charged are also waived too.