She claims the feature was deactivated without her knowledge, resulting in unpaid tolls over a five-day period. After reactivating the feature and appealing the fines, her appeals were rejected by the tunnel operator, TT2. The company warned her that the fines would increase if not paid by a specified deadline.
TT2 stated that auto top-up failures can occur for various reasons and customers are notified via email when issues arise. Dulson acknowledged receiving such emails but claimed they were directed to her spam folder, leading her to miss them.
TT2 had previously canceled several penalties for Dulson as a goodwill gesture due to insufficient funds in her account, but maintained that customers are responsible for ensuring their accounts have sufficient funds. Dulson insists her account was adequately funded and had a valid card.