TAG Account Closure Frequently Asked Questions
Account closure letter
Refund authorisation form
Below are a list of the most frequently asked questions regarding the account closure process, if your query is not answered here then please get in touch with the team on the details listed at the bottom of this page.
1. When do I need to return my TAG device?
The tolls will still be operating up until the 17 December 2018. Therefore, please continue to use your TAG up until this date. Please return all TAG devices by the 31 March 2019. Please note you do not need to return your device to close your TAG account.
2. What do I need to do?
To close your TAG account we need you to:
Provide authorisation for us to close your TAG account
Provide your up-to-date bank account details and sort code
3. How do I close my TAG account and receive my refund?
There are two ways you can close your TAG account:
- Phone: Call us on 0343 3535 056. The office will be open from 8am to 6pm, Monday to Friday. You will be provided with options to then provide authorisation and your bank account details and sort code. Please note we’re expecting to receive extremely high call volumes during the close-down period, so we’re asking you to kindly bear with us. We will endeavour to answer your call as soon as possible.
- Post: You can write to us at this address:
Severn Bridges Group
Toll Administration Building
Bridge Access Road
Please provide us with:
- Your TAG account number
- A contact phone number
- Authorisation to refund
- Your bank account number and sort code.
A form for you to provide these details to us can be downloaded from our website here.
Please note that due to high volumes of TAG returns, our post room will be very busy. We kindly ask that you bear with us when waiting for a reply. We may call you to confirm any details provided in a letter for security purposes.
For enhanced security, we won’t be accepting any bank details or completed forms by email.
It’s more secure to provide us with these details by phone or post.
4. How will I be refunded?
Highways England will be refunding monies by BACS transfer (to the bank account linked to your TAG) in line with the TAG account Terms and Conditions, a copy of which can be found on our website. We are asking all TAG account holders to update their bank details from the 2 January 2019 for Highways England to refund any monies owed. All bank account details submitted will be screened using fraud detection tools and logged securely in compliance with industry security standards.
Your bank account details must be in the following format:
Sort code: 6 digits E.g. 10-20-30 Bank account number: 8 digits E.g. 12345678
5. How do I return my TAG device?
We’re asking customers to drop off their TAG devices at one of our collection points, which will be located at Motorway Service Areas, shopping centres and retail parks. An up to date list of these locations can be found on our website at the bottom of this page.
If you are unable to return your TAG device to a collection point, you can return any TAG devices when you no longer require them for them to be recycled, to the address detailed in 3.
If you find a suitable outlet that will recycle your TAG device, please feel free to use this as an option. This may include local recycling collections, tips, and electrical retailers. Please check with any outlet first if they can accept and recycle the TAG device for you.
6. Can I return my TAG device in person?
The M4 TAG office in Rogiet will be closing on 16 November 2018 for safety reasons, before the end of tolling operations, as the site is prepared for closure. There will be no public access to the Rogiet TAG office from this date and there will be no safe place to stop a vehicle within this works area.
The Aust TAG office will be closed from 14 December 2018, with no public access from this date. Please do not return TAG devices in person.
7. How long will it take to get a refund on my TAG?
Due to the large number of TAG accounts for us to close, we’re kindly asking customers to be patient with us whilst we process the refunds. We will endeavour to close your account within 60 working days of receipt of all required information from you. The required information is authority to close your account and updated refund details (bank account or card details). Further information will be provided in our Terms and Conditions and in letters sent out to TAG customers.
While the Aust TAG office is closed from 14 December for refurbishment works and the festive period, we will not be processing any TAG returns, refunds or account closures. The office will re-open for the close down of accounts from 2 January 2019.
8. What will happen to my direct debit?
We will be stopping all direct debit payments from the 17 December 2018.
Season TAG holders: Highways England will be amending your direct debit to coincide with the last day of tolling on the 17 December. Your direct debit will be amended depending on the date it is taken, and you will only be charged up until midnight on the 16 December. Any travel on the 17 December will need to be paid for by cash or card when required. Please note, as per the Terms & Conditions, no refund will be possible for any unused time.
Trip TAG holder: Highways England will take no further payments from the 18 December, unless there is a violation due. It will be your responsibility to notify your bank and cancel the direct debit.
9. Are the TAG devices recycled and disposed of responsibly, with minimal impact on the environment?
All TAG devices returned to us will be disposed of in an environmentally friendly manner and in accordance with the Waste Electrical and Electronic Equipment Directive (WEEE Directive).
10. Can I keep my TAG device?
We encourage all TAG holders to return their TAG device(s) as set out in 5.
11. What happens if you have paid for a season tag? Do you get any money back for the period after the tolls go (17-31 Dec)?
All customers will only pay toll charges up to the time when tolls are removed. Any outstanding TAG balances or payments will be reimbursed to the named account holder(s).
12. Is there a cut-off date for all TAG accounts to be closed?
The deadline to close all TAG accounts and process refunds is 31 March 2019.
Please note the following:
Full payment of every crossing will be required up until the end of tolling. Any misuse of TAG devices, in accordance with the Terms & Conditions, will be enforced and outstanding debt recovered on behalf of Highways England.
The TAG account refund balances will be unique to each individual and will consist of the balance and TAG device deposit(s). If the account has a negative balance or outstanding violations are due, then the outstanding balance will be settled first with monies recovered from the deposit before being refunded. Please note we will only refund a valid TAG device deposit to the account holder.