What is FASTag?
Authorized and operated by the National Highway Authority of India (NHAI), FASTag is an electronic system for paying highway tolls. It is a rechargeable card, which can be glued as a sticker on a vehicle’s windscreen. It employs RFID technology for making payments directly from the customer’s linked bank account without having to stop at the toll plaza.
How wrong deduction happen from the FASTag account?
Generally for all the toll transactions, the toll plaza authority/system sends a request to the bank for debiting of the amount due for the tag. While FASTag ensures automatic deduction of all toll charges. However, in some rare cases, the toll plaza results in the deduction of more than the applicable amount. In such cases, the bank would raise a chargeback on your behalf of you to recover the money.
According to a Mumbai-based activist, in several cases, the dispute of wrong FASTag deductions at toll plazas arises because of the delay in receiving transaction SMS.
Types of problems related to FASTag transactions
There can be many types of disputes that can arise because of FASTag deductions. Let’s have a look at some of the major types of incorrect FASTag deductions-
- A double charge is deducted, even after passing a FASTag lane only once.
- More money is deducted than the applicable charges.
- Even after taking a pass, money is deducted from FASTag.
How to Report a Wrong FASTag Deduction?
Many times people are facing transaction-related problems through FASTag. In such situations, it is important to know who to contact for the fast redressal of your grievance. Therefore, we are here to tell you that you have two ways to make a complaint regarding the wrong FASTag deduction.
Offline Complaint for the Wrong Deduction
– In case of a wrong FASTag deduction, one can report by directly calling the toll-free helpline of the bank from which you have purchased FASTag. The customer care number is mentioned on the FASTag sticker and should be called from a registered mobile number.
Online Complaint for the Wrong Deduction
One can also complain about incorrect toll deductions through the FASTag portal of the concerned bank. Each bank has created a separate FASTag portal where one can get all the information related to FASTag.
To report a wrong deduction of toll charges, you have to first register on the FASTag portal and create a user ID and password. Then raise the dispute by clicking on the correct reason. After the successful registration of the complaint, a message will be sent to you confirming the same. Every bank/portal has a specific time frame to address the concern.
What are the things required to make a complaint related to FASTag?
- FASTag ID
- Issuing bank
- Vehicle registration number
- Date and time of the transaction
- Toll plaza name
- Amount deducted
Type of the complaint:
- Clearly state why you believe the deduction is wrong. Was it:
- Double deduction for the same toll pass?
- Wrong amount deducted?
- Deduction when your car wasn’t even at the toll plaza?
- Supporting documents:
- Screenshot of the FASTag transaction statement showing the wrong deduction
- Toll receipt
What to do if a double charge is deducted from FASTag?
According to the National Payments Corporation of India (NPCI), if the double amount is deducted from FASTag at a toll plaza, one should contact the customer care of the bank from which the FASTag has been purchased. The bank will then register your complaint and the duplicate transaction will be reversed back to the customer’s FASTag account.
If you do not get the refund within the given period, you should immediately get in touch with the customer care of the bank.
How to get my refund for the wrong FASTag deduction?
Upon raising a dispute related to an incorrect FASTag deduction, the concerned bank will review the claims, and based on merit it will raise a chargeback to recover the money. The whole process of chargeback normally takes a few weeks (up to 20-30 working days). All wrong deductions, if proven so, are reverted to the customer’s FASTag account after presenting the case to the toll plaza authority.
FASTag Complaints Email ID for the wrong deduction
In case of a wrong FASTag deduction at the toll plaza, register your formal complaint at firstname.lastname@example.org.
FASTag Complaint Number
Customers can dial the 1033 helpline number from a registered mobile/landline to address FASTag complaints at the toll plaza level.
If you have not visited or passed through a toll plaza, but the amount has been deducted from your FASTag account, then you can file a complaint against the wrongful deduction and receive a claim against it. You can raise a query or file a complaint in regards to the wrong toll deduction, either through your FASTag issuing bank portal or by dialing the NHAI toll-free number i.e. 1033. The complaint will be verified by the concerned team and if found valid, the refund process will be initiated. You will receive the refund in your FASTag account.
To register a complaint through the FASTag issuing bank portal, follow the following steps:
- Visit the official website of your FASTag issuing bank
- Click on the Help Desk section.
- Select Raise Request / Complaint.
- Next, click on Dispute Transaction/Charge Back.
- From the available options, select Wrong Deduction.