FASTag has revolutionized the way toll payments are made, offering a hassle-free and efficient experience for commuters. However, there can be instances where users encounter issues such as wrong deductions or money being deducted without even traveling through a toll plaza. Fortunately, there are established procedures and steps that can be followed to resolve such issues efficiently.
In this guide, we will explore the steps to follow when facing FASTag wrong deduction complaints. Whether you have experienced incorrect toll deductions or money being deducted without traveling, read this blog to navigate the resolution process effectively.
FASTag is an electronic toll payment method that allows drivers to pay for highway tolls seamlessly, eliminating the need to stop at toll collection plazas. This convenient and efficient system, authorized by NHAI, involves affixing a rechargeable card as a sticker on the vehicle's windscreen.
Using Radio-Frequency Identification (RFID) technology, the tag ensures automatic deduction of applicable charges from the user's linked prepaid account. With FASTag, toll payments are made directly from the user's linked prepaid or savings account, providing a hassle-free experience.
When a vehicle passes through a FASTag-designated lane at a toll gate, the system installed in the lane reads the unique identification number embedded on the RFID tag. Subsequently, the system transmits the FASTag details to the acquiring bank for further processing. The Tag ID undergoes a validation process involving specific procedural steps. The toll fare corresponding to the journey is calculated upon successfully validating the Tag ID, and a debit request is initiated from the linked account.
Follow the instructions below to check your FASTag with My FASTag app:
Download the MyFASTag app from your App Store or Play Store
Login into the app by entering your credentials
Once logged in, enter your vehicle number
You can check your FASTag balance linked to your vehicle number
To check FASTag balance through the Park+ app, follow these steps:
Download the Park+ App
Open Park+ App and Click on 'Login'
Enter your Mobile Number and Click on 'Send OTP'
Enter 'OTP' and click on 'Verify OTP'
Click on 'FASTag' under Services.
Enter your vehicle number
Park+ will identify the FASTag associated with your bank
Enter your vehicle number, click on 'check balance', and you are done
The FASTag transaction process involves the following steps:
Purchase and Activation: The user purchases a FASTag from authorized banks, online platforms, or designated toll plazas. The tag is then activated by linking it to a prepaid or savings account.
Affixing the FASTag: The user affixes the FASTag on their vehicle's windscreen, typically on the top center or left side, as per the instructions provided.
Recharge: The user ensures that there is sufficient balance in their linked prepaid account to cover the toll charges.
Toll Plaza Approach: As the vehicle approaches a toll plaza, it enters the dedicated FASTag lane.
RFID Tag Reading: The RFID reader installed at the toll plaza's FASTag lane scans the unique identification number embedded on the FASTag affixed to the vehicle's windscreen.
Tag Validation and Processing: The reader sends the FASTag details to the acquiring bank for validation. The bank verifies the Tag ID and checks for sufficient balance in the linked account.
Toll Fare Calculation: After successful validation, the system calculates the appropriate toll fare based on the distance traveled or the type of vehicle.
Debit from Linked Account: The acquiring bank initiates a debit request from the user's linked prepaid account for the calculated toll amount.
Transaction Confirmation: Once the payment is successfully processed, a confirmation message is displayed on the toll plaza's electronic display, indicating a successful transaction.
Toll Plaza Exit: The vehicle proceeds through the toll plaza without the need to stop, as the toll charges are automatically deducted from the linked account.
It's important to note that the specific details and procedures may vary slightly depending on the toll plaza and the bank that issued the FASTag.
For all toll transactions, the toll plaza system sends a request to the bank to debit the toll amount due for the tag. Rarely, there are chances for the toll plaza system to send an incorrect amount, leading to FASTag wrong deduction. The bank would raise a chargeback on your behalf to recover the money collected in excess by the toll plaza. Therefore, in case of a Wrong toll deduction complaint, one can report it to the customer care helpline number mentioned on the FASTag. Another way of reporting wrong toll deductions or FASTag money deducted without travel is through the FASTag portal of the concerned bank. Each bank has created a separate portal for FASTag where one can get complete information related to their FASTag. The FASTag complaint is reviewed based on merit, and the issuing bank will raise a chargeback.
The National Highway Authority of India (NHAI) provides the issuance of monthly passes on FASTag. The vehicles that pass through a toll plaza regularly can apply for monthly access online by following the below steps:
Visit the NHAI website at nhai.gov.in and click on the "FASTag Monthly Pass" link.
Choose the name of the Toll Plaza.
You will be redirected to the acquiring bank page. Enter either the Tag ID or VRN (Vehicle Registration Number).
Select the desired pass type and pass scheme.
Proceed to make the payment.
Amonthly pass will be issued to you once the payment is successful.
It's important to note that the monthly pass scheme can be availed using an existing FASTag card, eliminating the need to purchase a new FASTag.
The Ministry of Road Transport and Highways (MoRTH) issues an exempted FASTag to all categories of vehicles listed as “exempted from paying user fee” under Rule 11 of the National Highways Fees Rules, 2008. However, even exempted vehicles are required to use FASTag stickers.
Scanned copies of the given documents are required to be submitted for the application of exempted FASTag -
Duly Filled Application Form
Registration Certificate (RC) of the Vehicle
(ID Proof) - Aadhaar card, DL, PAN, Govt. ID Proof, Voter ID
Proof of Exemption as applicable
Here is how you can apply for an exempted FASTag:
Register yourself on the IHMCL website.
Upon successful registration, your User ID and Password will be sent to your email address.
Log in to the IHMCL web portal with your Username and Password.
Download the application form for exempted FASTag from the Dashboard
Click on “Upload Form”, fill in the required details, and submit the documents.
You will receive an Application Case ID in your email.
Rectifying wrong FASTag deductions is a crucial aspect of maintaining the integrity and efficiency of the electronic toll collection system. In this step-by-step guide, we have covered the essential procedures and steps to follow when faced with incorrect toll deductions, money deducted without travel, or other FASTag-related complaints. By understanding how to raise FASTag complaints and seek refunds from toll plazas, you can proactively rectify discrepancies and ensure accurate toll charges. For more car-related services like Parking, Car Insurance, Car Wash, etc., you can download the Park+ app or explore the Park+ website!
The time taken to resolve a wrong FASTag deduction complaint can vary depending on the toll plaza and the policies of your FASTag provider. In some cases, the issue may be resolved within a few days, while in others, it may take longer.
Yes, getting a refund for a wrong FASTag deduction is possible. Once you have lodged a complaint with your FASTag provider, they will investigate the issue and if it is found to be a genuine error, you will be eligible for a refund. The refund process may vary depending on the provider, so following their instructions and providing any necessary documentation or evidence to support your claim is important.
If your FASTag account shows deductions for tolls that you haven't traveled through, it is important to contact your FASTag provider's customer support immediately. Provide them with the details of the incorrect deductions and explain that you haven't traveled through the specified toll plaza.
To obtain detailed information about FASTag deductions in your account, you can log in to your FASTag provider's online portal or mobile app. These platforms usually provide transaction history and detailed statements that show the date, time, toll plaza, and amount deducted for each transaction.
If your FASTag complaint is not resolved satisfactorily by your provider's customer support, you can escalate the matter to higher authorities or regulatory bodies responsible for overseeing the FASTag system.
Generally, toll plaza personnel do not have the authority to rectify wrong FASTag deductions on the spot. It is recommended to contact your FASTag provider's customer support to initiate the resolution process. However, if you are facing an immediate issue at the toll plaza, you can inform the toll plaza staff about the discrepancy and ask for guidance on the next steps to take.
When lodging a FASTag complaint, providing as much relevant information as possible is important. This may include your FASTag account details, transaction ID or reference number, transaction date and time, toll plaza's location, and the incorrect amount deducted.
Most FASTag providers do not charge any fees for raising a complaint regarding wrong deductions. However, it is advisable to check with your specific provider's policies to confirm if there are any charges associated with complaint resolution.
To prevent wrong FASTag deductions, it is important to regularly monitor your FASTag account activity and review your transaction history. Ensure that your account details are up to date, including vehicle registration information and linked bank accounts.