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 that can be glued as a sticker on a vehicle’s windscreen. It employs RFID technology to make payments directly from the customer’s linked bank account without stopping at the toll plaza.
How did the wrong deduction happen from the FASTag account?
Generally, for all toll transactions, the toll plaza authority/system requests that the bank debit the amount due for the tag. FASTag ensures automatic deduction of all toll charges. However, in some rare cases, the toll plaza deducts more than the applicable amount. In such cases, the bank would raise a chargeback on your behalf to recover the money.
According to a Mumbai-based activist, disputes over wrong FASTag deductions at toll plazas arise in several cases 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 people face 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 it by directly calling the bank’s toll-free helpline from which you purchased FASTag. The customer care number is mentioned on the FASTag sticker and should be called from a registered mobile number.
| Bank | Customer Care Helpline |
|---|---|
| Airtel Payments Bank Fastag | 400 |
| EQUITAS SMALL FINANCE BANK Fastag | 1800 103 1222 |
| IDFC FIRST Bank Fastag | 1800 266 9970 |
| PAYTM Payments Bank Fastag | 1800 102 6480 |
| State Bank of India Fastag | 1800 11 0018 |
| Axis Bank Fastag | 1800 419 8585 |
| Federal Bank Fastag | 1800 266 9520 |
| Indusind Bank Fastag | 1860 500 5004 |
| Punjab and Maharashtra Co-op Bank | 1800 223 993 |
| Syndicate Bank Fastag | 1800 425 0585 |
| Bank of Baroda Fastag | 1800 103 4568 |
| FINO Payments Bank | 1860 266 3466 |
| Karur Vysya (KVB) Bank Fastag | 1800 102 1916 |
| Punjab National Bank (PNB) Fastag | 080 67295310 |
| Union Bank of India Fastag | 1800 22 22 44 |
| Canara Bank Fastag | 1800 103 3568 |
| HDFC Bank Fastag | 1800 120 1243 |
| Kotak Mahindra Bank Fastag | 1800 300 69090 |
| Saraswat Co-operative Bank | 1800 266 9545 |
| Yes Bank Ltd | 1800 1200 |
| City Union Bank Fastag | 1800 258 7200 |
| ICICI Bank Fastag | 1800 2100 104 |
| Nagapur Nagarik Sahakari Bank | 1800 266 7183 |
| South Indian Bank Fastag | 1800 425 1809 |
| Bank of India (BOI) Fastag | 1800 425 1809 |
| Bank of Maharashtra Fastag | 1800 233 4526 / 1800 102 2636 |
| Allahabad Bank Fastag | |
| AU Small Finance Bank Fastag | 1800 258 7300 |
| Central Bank of India Fastag | 1800 22 1911 |
| IDBI Bank Fastag | 1800 266 1962 |
| Karnataka Bank Fastag | 1800 425 1444 |
| Indian Overseas Bank Fastag | 1800 890 4445 / 1800 425 4445 |
| J&K Bank Fastag | 1800 572 1370 |
| Cosmos Bank Fastag | 90290 13793 |
Online Complaint for the Wrong Deduction
One can also complain about incorrect toll deductions through the bank’s FASTag portal. 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 complaint has been successfully registered, a message will be sent to you confirming the same. Every bank/portal has a specific time frame for addressing the concern.
What are the things required to make a complaint related to FASTag?
- FASTag ID
- Issuing bank
- Vehicle registration number
Transaction details:
- 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?
Other reason?
- Supporting documents:
- Screenshot of the FASTag transaction statement showing the wrong deduction
- Toll receipt
What should you do if a double charge is deducted from FASTag?
According to the National Payments Corporation of India (NPCI), if a double amount is deducted from FASTag at a toll plaza, one should contact the bank’s customer care from which the FASTag was purchased. The bank will then register your complaint, and the duplicate transaction will be reversed and returned to the customer’s FASTag account.
If you do not receive the refund within the given period, you should immediately contact the bank’s customer care.
How do I 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). If proven so, all wrong deductions 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 nodal@ihmcl.com.
FASTag Complaint Number
Customers can dial the 1033 helpline number from a registered mobile or landline to address FASTag complaints at the toll plaza level.
Not visit the toll plaza but the amount deducted (solution)
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 regarding the wrong toll deduction through your FASTag issuing bank portal or dial the NHAI toll-free number, i.e. 1033. The concerned team will verify the complaint, and the refund process will be initiated if it is valid. 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.
