Nowadays, paying toll tax through FASTag has become very convenient. There is no need to wait in long queues at toll plazas, which makes the journey faster. However, sometimes problems may arise in this system. For example, even if your vehicle is parked at home, you may still get a message on your mobile that toll tax has been deducted, or toll may have been deducted twice at the same toll plaza. In such a situation, many people do not understand where to complain or how to get their money back. Let us know about it in detail. Why can the amount be deducted wrongly in FASTag? : FASTag works on a completely digital system. Incorrect transactions may occur due to technical fault or problem in the scanner installed at the toll plaza. Sometimes the payment request may be sent twice, or the scanner may not recognize the vehicle registration number correctly. Also, if the scanner is not working and you pay the toll in cash, the amount may be deducted from your FASTag account later. Additionally, you may be charged more if a discount, such as a return trip, does not apply. Therefore, it is extremely important to keep all toll related SMS, transaction IDs and payment receipts safe. How to lodge a complaint for FASTag refund?: If the wrong amount has been deducted from your FASTag account, first contact the bank that issued your FASTag. Most banks provide the option to lodge a complaint through their website, mobile app or customer service. While filing the complaint, you will have to provide information like your vehicle registration number, date and time of the transaction, and amount deducted. The Bank will investigate the matter and initiate the refund process by contacting the Bank of the toll plaza associated with the incident site through the 'National Electronic Toll Collection' (NETC) system. You can also lodge a complaint through 1033 helpline. If you face any issue related to FASTag, you can call the government helpline number 1033 for National Highways. You can report issues like wrong amount deducted, scanner malfunction or FASTag not being accepted by toll plaza staff. You can contact the Nodal Officer of Indian Highways Management Company Limited (IHMCL). [etc.nodal@ihmcl.com]You can also send email to (mailto:etc.nodal@ihmcl.com). How long will it take to get a refund? It may take some time to get back the wrongly deducted amount. According to IHMCL, the investigation and 'chargeback' process usually takes 20 to 30 working days. It is also important to note the time limit for filing a complaint; Usually a period of 40 days is given, but the rules may vary according to the bank. For example, in HDFC Bank, 15 days are mandatory for filing a complaint, whereas in Kotak Mahindra Bank, up to 35 days are given. Therefore, as soon as you become aware of any erroneous transaction, file a complaint immediately. If the bank does not resolve your issue within 30 days, you can escalate the matter by filing a complaint on the RBI Ombudsman portal cms.rbi.org.in.
