Automobile Desk: FASTag has made toll payment very convenient for the drivers traveling on the National Highway. Through this, we get rid of long queues at toll booths and save both fuel and time. However, sometimes due to flaws in the digital system, vehicle owners have to face strange situations. It is often seen that the vehicle is parked in the garage of the house, but an SMS regarding toll tax deduction comes on the phone. In many cases, when passing through the same toll booth, the amount is deducted from the account twice. In such situations, most of the drivers get worried and do not know where to lodge a complaint about this wrongful deduction and how to get their money back.
Why are there wrong deductions from FASTag?
FASTag is completely based on Radio Frequency Identification (RFID) and automated digital technology. If there is a technical fault in the sensor or scanner installed at the toll plaza, the possibility of wrong transaction increases. Sometimes due to slow server speed or network error, the same payment request gets processed twice. Additionally, money may be deducted from the other person's account if the toll booth camera or scanner incorrectly reads the number plate of another vehicle. Many times, if the machine does not work at the toll booth, the driver pays in cash, but after a few hours when the system is updated, the amount is deducted from his FASTag wallet. At the same time, if you do not get the benefit of discount on return journey within the stipulated time limit, additional fee is also deducted. Therefore, after any journey, it is very important to keep the toll related SMS, transaction ID and cash payment receipt safe.
Start the refund process through bank like this
If unnecessary or additional toll tax has been deducted from your account, the first thing you should do is contact the bank that has issued your FASTag. Presently almost all major banks provide their customers the facility to lodge complaints about disputed transactions through mobile banking app, official website and customer care helpline. While filing the complaint, you have to share the details of vehicle registration number, date of incident, exact time, name of toll plaza and amount deducted. After receiving your complaint, the issuing bank contacts the bank operating the concerned toll plaza through the National Electronic Toll Collection (NETC) system and after investigation, processes the refund.
Government helpline 1033 and IHMCL option
If your problem is not resolved quickly at the bank level, then drivers can register their complaint by calling the central toll-free helpline number 1033 for national highways. Apart from wrong toll deduction, scanner malfunction or misbehavior of toll employees can also be reported on this number. Apart from this, you can also present your point of view by sending an email directly to the Nodal Officer of Indian Highway Management Company Limited (IHMCL). Attaching a screenshot of the transaction and vehicle documents in the email speeds up the process.
Refund Deadline and Banking Rules
It takes some time for the wrongly deducted amount to be returned to your account. As per IHMCL guidelines, the entire investigation and chargeback process may generally take 20 to 30 working days to complete. However, drivers should pay special attention to the time limit for filing complaints. Generally, it is mandatory to make a complaint within 40 days of the wrong transaction, but the internal rules of different banks may differ. For example, HDFC Bank customers have to submit their claim within 15 days and Kotak Mahindra Bank users have to submit their claim within 35 days. If the bank does not take any satisfactory action even after 30 days of filing the complaint, the customer can register his complaint by visiting the Ombudsman portal of Reserve Bank of India cms.rbi.org.in.