How to get a refund if money is incorrectly deducted from Fastag

According to a Sandesh (Business) report, if money is incorrectly deducted from motorists' Fastag accounts, they can register a complaint through their bank, the 1033 helpline, or IHMCL. Fastag operates on a completely digital system, due to which erroneous transactions can occur at toll plazas due to scanner defects or other technical issues.

Often payment requests may be sent twice or scanners may fail to properly recognise the vehicle registration number. If a scanner does not work and cash is paid for the toll, money can still be deducted from the Fastag account later. Moreover, incorrect charges are also levied when benefits like return journey discount are not properly applied.

In such situations, it is extremely essential to keep a record of toll-related SMS notifications, transaction IDs, and payment receipts. To get a refund, users should first contact their Fastag-issuing bank. Facilities to file a complaint are provided by banks through their websites, mobile applications, or customer services.

While registering a complaint, it is mandatory to provide details such as the vehicle registration number, date and time of the transaction, and the deducted amount. Banks investigate the matter and initiate the refund process by contacting the toll plaza's bank through the National Electronic Toll Collection (NETC) system.

For Fastag-related troubles on national highways, users can call the government-issued helpline number 1033. Issues such as incorrect deductions, scanner defects, or the refusal of toll plaza employees to accept Fastag can be raised through helpline 1033.

In addition, an email can be sent to the nodal officer of Indian Highways Management Company Limited (IHMCL) at [email protected] According to IHMCL, the investigation and chargeback process typically takes 20 to 30 working days.

The general time limit for filing a complaint is stated to be 40 days, but it may vary according to the policies of the concerned bank. In HDFC Bank, a complaint must be made within 15 days, while Kotak Mahindra Bank may allow up to 35 days. A complaint should be filed immediately upon becoming aware of a wrongful transaction.

If a bank does not resolve this issue within 30 days, users can escalate the matter by registering a complaint on the Reserve Bank's Ombudsman portal cms.rbi.org.in.