New Delhi: Imagine waking up to an SMS notifying you of a FASTag toll deduction, even though your car is safely parked in your driveway. While this scenario might sound bizarre, vehicle owners across the country occasionally report instances of incorrect toll charges or money being deducted without their vehicle ever crossing a toll plaza.
According to a recent report by ABP Live, these wrongful deductions are primarily caused by technical glitches at toll booths or human error. “Sometimes, the toll operator is forced to enter the vehicle details manually if the FASTag scanner fails to read a tag,” the report notes. During this manual data entry, a simple typo in the registration number can result in the toll amount being deducted from an entirely different vehicle owner’s linked wallet.
If you find yourself facing an unjust deduction, there is an official mechanism to get your money back. The authorities have established clear procedures to help commuters reclaim incorrectly deducted funds.
Before initiating a formal complaint, transport experts advise vehicle owners to keep specific transaction details handy to ensure a smooth verification process. You will need your vehicle registration number, the FASTag ID, the name of the toll plaza, the exact date and time of the transaction, the transaction ID, and a screenshot of the bank SMS.
Commuters can register their grievances through three primary channels:
NHAI Helpline: The most direct method is to call the National Highways Authority of India (NHAI) toll-free helpline at 1033. Callers must provide the transaction details to the customer care executive and make sure to note down the complaint reference number for future tracking.
Email Support: Users can also raise a dispute electronically by writing to the Indian Highways Management Company Limited (IHMCL) at [email protected]. Attaching a screenshot of the transaction alert is highly recommended to strengthen the claim.
Bank Application: Through the FASTag issuing bank’s mobile app, customers can navigate to their transaction history, select the disputed deduction, and click on the ‘Dispute’ or ‘Report Issue’ button to submit their claim directly.
Once a complaint is successfully lodged, the issuing bank and the concerned toll agency will investigate the disputed entry. “If the investigation proves the deduction was incorrect, the amount is usually credited back to the FASTag wallet within 48 hours to seven days,” the ABP Live report states.