If you’re experiencing this problem with this brand or any other company, submit your complaint and we may feature it on Choice4Voice.com.
Submit your complaint →Aspiring Software Test Engineer Neha Pande highlights a serious issue with SBI FASTag being wrongly marked inactive for “KYC not completed,” causing unfair double toll charges during travel.
Author & Complaint Information : SBI FASTag System Error: Neha Pande Reports Double Toll Deductions Despite KYC Completed
| Complainant Name | Neha Pande |
|---|---|
| Profession | Aspiring Software Test Engineer |
| Platform Source | LinkedIn Public Post |
| Company/Authority | SBI FASTag (State Bank of India) |
| Complaint Type | Technical Error / Service Failure |
| Product/Service | FASTag Toll Payment System |
| Issue Date | October 2025 |
| Primary Concern | FASTag wrongly marked inactive despite KYC completion, resulting in double toll charges |
| Entities Involved | State Bank of India, National Highways Authority of India (NHAI) |
Summary of the Complaint
Neha Pande, an Aspiring Software Test Engineer, recently shared a distressing experience involving SBI FASTag, which left her and other travelers facing repeated double toll payments.
While traveling on Indian highways, Neha’s SBI FASTag was marked inactive with the message:
“KYC not completed.”
This occurred despite submitting the KYC multiple times, as per SBI’s process. After re-submitting the documents again, the system displayed “KYC in process”, but her FASTag remained inactive.
Due to this, she was charged double toll fees at every toll booth, as toll systems automatically impose penalties for inactive or non-functional FASTags.
Neha highlighted that:
- Her account had sufficient balance,
- KYC was already completed multiple times, and
- The issue clearly originated from SBI’s internal system error.
She urged State Bank of India and National Highways Authority of India (NHAI) to intervene immediately and refund the excess toll charges deducted unfairly due to system mismanagement.
Consumer Rights and Regulatory Implications
This incident raises concerns about accountability and consumer protection under:
- Reserve Bank of India (RBI) Prepaid Payment Instruments (PPI) Guidelines – Banks must ensure uninterrupted functionality of services like FASTag, once KYC is duly completed.
- NHAI FASTag Policy Framework – States that customers should not face penalties for system or bank errors.
- Consumer Protection Act, 2019 – Classifies such issues as deficiency in service and unfair trade practices.
If the FASTag was wrongly deactivated, the consumer has a right to seek compensation and refund of all excess tolls paid.
How Choice4Voice.com Can Help
Choice4Voice.com actively helps consumers like Neha Pande raise their voice when banks or service providers fail to deliver fair and transparent service.
Through Choice4Voice.com, affected consumers can:
- Publish their complaint to spread public awareness.
- Get expert assistance in drafting and filing complaints to SBI, NHAI, and the RBI Ombudsman.
- Claim refund and compensation for double toll charges and mental inconvenience.
- Track updates and responses from the responsible institutions transparently.
Legal Remedies and Complaint Authorities
| Authority | Purpose | Where to File Complaint |
|---|---|---|
| SBI Grievance Cell | Report KYC-related FASTag issues | fastag@sbi.co.in / nodalofficer@sbi.co.in |
| NHAI FASTag Helpline | Raise complaints about toll double charges | 1033 (National Highway Helpline) |
| RBI Ombudsman | File formal banking service complaint | https://cms.rbi.org.in |
| Consumer Forum | Seek refund and damages for service deficiency | https://consumerhelpline.gov.in |
Step-by-Step Action Plan for Affected Consumers
- Email SBI FASTag support with your FASTag number, KYC acknowledgment, and toll receipts showing double charges.
- Request written confirmation that KYC verification is complete and FASTag has been reactivated.
- File a complaint with NHAI if toll booths refuse to verify your tag status.
- Escalate to the RBI Ombudsman if SBI does not respond within 30 days.
- File a Consumer Forum case for refund and compensation if the issue remains unresolved.
Sample Email Template for Filing Complaint with SBI FASTag
Subject: FASTag Inactive Despite KYC Completion – Request for Refund of Double Toll Charges
Dear SBI FASTag Team,
My SBI FASTag was wrongly marked inactive on [Date] due to “KYC not completed,” despite having submitted the KYC multiple times. Due to this, I was forced to pay double toll charges at several booths.
Please investigate and issue a full refund for the penalties deducted.
Attached are the toll receipts, KYC submission proof, and FASTag account details for your reference.
FASTag ID: [Insert Number]
Registered Mobile: [Insert Mobile]
Looking forward to a prompt resolution.
Sincerely,
Neha Pande
Legal Sections Applicable
- Section 2(47), Consumer Protection Act, 2019 – Deficiency in Service
- Section 21, Consumer Protection Act, 2019 – Misleading or Negligent Acts by Service Providers
- RBI Circular DPSS.CO.PD.No.1102/02.14.003/2020-21 – Obligations of banks for PPI services like FASTag
Preventive Steps for SBI FASTag Users
- Verify your KYC status on the SBI FASTag portal regularly.
- Keep transaction receipts for every toll crossing.
- Use NHAI’s “FASTag Recharge” portal to check status independently.
- Never rely solely on app status; confirm activation via SMS alerts.
- Immediately report any “inactive” or “KYC pending” message to the SBI grievance cell.
Questions & Answers
Q1. Why was my SBI FASTag marked inactive despite KYC completion?
It may be a system error. SBI’s backend sometimes fails to sync KYC data, requiring reactivation.
Q2. Do I have to pay double toll charges if my FASTag is inactive due to KYC issues?
No, consumers are not liable for penalties caused by bank-side technical errors.
Q3. How can I check my FASTag KYC status?
Log in to https://fastag.sbi.co.in and check under “My Profile” section.
Q4. Can I get a refund for extra toll deductions?
Yes, you can claim refunds by emailing SBI FASTag support with toll receipts.
Q5. What if SBI doesn’t respond to my complaint?
You can escalate the issue to the RBI Ombudsman after 30 days.
Q6. How long does it take for KYC to update in SBI FASTag?
Generally 1–3 working days, but delays are common due to system errors.
Q7. Who is responsible if FASTag system fails?
The issuing bank (SBI) bears responsibility for maintaining accurate KYC and tag status.
Q8. Can I use my FASTag during “KYC in process” status?
No, it remains temporarily inactive until approval.
Q9. What documents are needed for FASTag KYC?
PAN, Aadhaar, and vehicle RC are mandatory.
Q10. What happens if my FASTag remains inactive for too long?
You may face double toll deductions or blacklisting on the NHAI system.
Q11. Can I transfer balance from inactive FASTag?
No, only after reactivation.
Q12. How to contact SBI FASTag customer support?
Email: fastag@sbi.co.in | Toll-Free: 1800 11 0018
Q13. What is NHAI’s FASTag complaint helpline?
Call 1033 for toll-related grievances.
Q14. How can I avoid KYC-related issues in the future?
Ensure timely re-KYC updates whenever your ID or address changes.
Q15. Is double toll charge refundable?
Yes, if caused by a verified bank or system error.
Q16. Can I switch from SBI FASTag to another provider?
Yes, but you must first close your current account and transfer the balance.
Q17. Are there penalties for incomplete KYC?
Yes, your FASTag may get deactivated until KYC completion.
Q18. Can I raise a complaint through the NHAI app?
Yes, using the “Call 1033” or “Grievance” option on the MyFASTag App.
Q19. What if SBI marks my KYC incomplete repeatedly?
Escalate to SBI’s Nodal Officer with your previous acknowledgment proof.
Q20. How can Choice4Voice.com assist?
By verifying your case, publishing it publicly, and guiding you through official complaint channels for quick resolution.
