Have you ever received a message showing that toll charges were deducted twice from your FASTag account? If yes, there is no need to panic.
Many vehicle owners face this issue, but the good news is that getting a refund has become much easier.
Authorities maintain detailed records of every transaction at toll plazas.
If a double deduction is confirmed during verification, the extra amount is refunded to the user without much hassle.
How to Report a Double Deduction
If you notice that money has been deducted twice from your FASTag account, the first step is to call NHAI’s toll-free helpline at 1033.
During the complaint process, you may be asked to provide details such as your vehicle number, toll plaza name, transaction time, and other relevant information.
Once the complaint is registered, an investigation is initiated.
You can also file a complaint through the app or website of the bank or payment platform that issued your FASTag.
Most platforms allow users to select the disputed transaction and use the “Raise Dispute” option to register a complaint directly.
Email Option Also Available
If you are unable to file a complaint through the app or portal, you can also send an email with the necessary details and supporting evidence.
Including documents such as a transaction screenshot, transaction ID, vehicle number, and toll plaza details can help speed up the verification process.
Keeping information like your FASTag ID, vehicle registration number, transaction time, and deduction details ready can make the complaint process much smoother.
How Long Does the Refund Take?
In most cases, refunds are processed within 24 to 48 working hours after the toll operator and bank verify the transaction details.
However, some cases may take longer if additional investigation is required.
Many users expect the refund to be credited directly to their bank account.
In reality, the refunded amount is often added back to the FASTag wallet or account balance, which can then be used for future toll payments.
Don’t Delay Filing a Complaint
Experts advise vehicle owners to report double deductions as soon as possible.
Filing a complaint within 30 days is considered the safest option.
Delays can make verification more difficult and may slow down the resolution process.
If the issuing bank fails to resolve the issue, the complaint can be escalated to the National Electronic Toll Collection (NETC) system for further review.
What If Your Complaint Is Still Not Resolved?
If neither the bank nor the concerned authority responds within the prescribed time, vehicle owners have another option.
The matter can be taken to the Banking Ombudsman of the Reserve Bank of India (RBI), which serves as the final grievance redressal mechanism for such cases.
To avoid future problems, always check the SMS alerts received after toll payments and review your FASTag statement regularly.
If you spot any incorrect deduction, report it immediately to ensure a faster refund.
Simple Steps to Remember
Check every toll deduction message carefully.
Report any double deduction immediately.
Keep transaction details and screenshots ready.
File the complaint within 30 days.
Escalate the issue if it is not resolved on time.
A few minutes of attention can help you recover wrongly deducted money and ensure that your FASTag transactions remain smooth and hassle-free.
