Senior Cost Manager Syed Faisal Ayaz highlights serious issues with Amazon Pay ICICI FASTag and HDFC FASTag, including failed verification, blocked tags, and poor customer support.
Complaint Summary Table : Amazon Pay ICICI FASTag & HDFC FASTag Complaint – Syed Faisal Ayaz Exposes Major Service Failure
| Detail | Information |
|---|---|
| Complainant Name | Syed Faisal Ayaz |
| Designation | Senior Cost Manager @ Turner & Townsend |
| Companies Involved | Amazon Pay, ICICI Bank, HDFC Bank |
| Product/Service | FASTag (Amazon Pay ICICI FASTag & HDFC FASTag) |
| Issue Reported | HDFC FASTag blocked due to incomplete KYC, Amazon Pay ICICI FASTag failed RC verification, no proper support provided |
| Ticket ID | D287051688 (Amazon Pay Complaint) |
| Complaint Date | 9th – 11th August 2025 |
| Main Concerns Raised | Double toll charges, failed verification, poor accountability from companies |
| Complaint Published On | |
| Original LinkedIn Post URL | (LinkedIn Complaint Post URL) |
Detailed Consumer Complaint Against Amazon Pay ICICI FASTag & HDFC FASTag
Syed Faisal Ayaz, a Senior Cost Manager with Turner & Townsend, took to LinkedIn to highlight his frustrating experience with two major FASTag service providers Amazon Pay ICICI Bank FASTag and HDFC Bank FASTag.
The issue started when his HDFC Bank FASTag suddenly stopped working due to incomplete KYC, despite multiple follow-ups from his side. Since he had an urgent travel requirement on 9th August, he had no choice but to purchase a new Amazon Pay ICICI FASTag.
Unfortunately, this new FASTag also failed just two days later. On 11th August, he was informed that his RC verification had failed. He immediately contacted Amazon Pay customer care and registered a complaint (Ticket ID: D287051688).
Instead of providing a solution, customer care advised him to “watch YouTube videos for the solution”, which is highly unprofessional and unacceptable for a financial product linked to critical travel requirements.
With upcoming travel expected to cost him ₹1200 in one-way toll charges, Faisal raised a strong concern:
- Should he be forced to pay double toll charges because of banks’ inefficiency?
- Who will be held accountable Amazon Pay, ICICI Bank, or HDFC Bank?
- Why are consumers left stranded despite completing all required processes?
In his post, he tagged Amazon Pay, ICICI Bank, HDFC Bank, and Nitin Gadkari, urging authorities to take responsibility for ensuring the FASTag initiative delivers on its promise of seamless travel, instead of leaving consumers frustrated and financially burdened.
Original LinkedIn Complaint
This consumer grievance was publicly shared by Syed Faisal Ayaz on LinkedIn.
- Complainant Name: Syed Faisal Ayaz
- Designation: Senior Cost Manager @ Turner & Townsend
- Complaint Platform: LinkedIn
- Complaint URL: (LinkedIn Complaint URL)
Frequently Asked Questions (FAQs)
Q1: Who is the complainant in this case?
The complaint was raised by Syed Faisal Ayaz, a Senior Cost Manager at Turner & Townsend. As a working professional dependent on FASTag for seamless travel, his case reflects the struggles faced by many consumers.
Q2: What issue did he face with HDFC FASTag?
His HDFC Bank FASTag was blocked due to incomplete KYC, even though he had already followed up multiple times. This forced him to purchase a new FASTag urgently.
Q3: Why did he purchase Amazon Pay ICICI FASTag?
He bought it on 9th August 2025, as he urgently needed a valid FASTag for travel, after his HDFC FASTag stopped working.
Q4: What went wrong with the Amazon Pay ICICI FASTag?
Just two days later, on 11th August, the RC verification for the new FASTag failed, making it non-functional.
Q5: How did Amazon Pay customer care respond?
Instead of resolving the complaint, Amazon Pay’s customer care gave an unprofessional response — asking him to “check YouTube videos” for a solution.
Q6: What is the Ticket ID of this complaint?
The complaint was registered with Amazon Pay ICICI FASTag under Ticket ID D287051688.
Q7: Why is this complaint significant?
It highlights serious gaps in FASTag services from failed KYC processes to poor backend verification and unhelpful customer support directly affecting everyday commuters.
Q8: What financial loss might the complainant suffer?
If his FASTag does not work, toll plazas may force him to pay double toll charges, amounting to at least ₹1200 per one-way trip, causing unnecessary financial strain.
Q9: Who is accountable for this failure?
Responsibility lies with HDFC Bank (for blocking the old FASTag due to KYC issues) and Amazon Pay ICICI Bank (for failed verification and poor support). Consumers are unfairly penalized for systemic failures.
Q10: Can a consumer legally refuse to pay double tolls?
No. As per NHAI rules, if a FASTag is not functional, toll operators are authorized to collect double the toll fee. This rule, while meant to discourage non-FASTag vehicles, unfairly punishes consumers when banks and service providers are at fault.
Q11: What role does HDFC Bank play in this case?
HDFC Bank blocked the complainant’s original FASTag citing incomplete KYC, without providing timely assistance to update or verify the documents.
Q12: What role does Amazon Pay & ICICI Bank play?
They issued a new FASTag, but failed RC verification, and their customer support failed to provide meaningful assistance, leaving the consumer stranded.
Q13: Can a consumer file a complaint legally in such cases?
Yes. Consumers can approach the Banking Ombudsman or file a case under the Consumer Protection Act, 2019 for deficiency in services and compensation for financial losses.
Q14: Are similar complaints common with FASTag services?
Yes. Many consumers have reported blocked tags, failed verifications, recharge failures, and poor customer care responses across multiple banks and service providers.
Q15: What is the role of NHAI in FASTag services?
The National Highways Authority of India (NHAI) manages the FASTag program, but banks and payment partners are responsible for issuance, KYC, and verification.
Q16: Can consumers demand compensation for losses?
Yes. If a consumer is forced to pay double toll charges due to service failure, they may demand refunds or compensation from the bank or service provider.
Q17: How does this impact consumer trust in digital services?
Cases like this erode consumer confidence in FASTag and other digital payment solutions, as people feel insecure about reliability and fairness.
Q18: What improvements are urgently needed in FASTag services?
- Proper KYC management systems to prevent sudden deactivation
- Faster RC verification processes
- Professional and accountable customer support
- Strong escalation mechanisms for unresolved complaints
Q19: How can consumers protect themselves from such issues?
- Complete KYC well in advance
- Regularly check FASTag status on the bank portal
- Keep transaction receipts for toll payments
- Escalate unresolved issues to RBI/NHAI
Q20: How can Choice4Voice.com help consumers?
At Choice4Voice.com, complaints like these are published to amplify consumer voices and pressure companies into resolving issues. By sharing such stories, we ensure accountability. Consumers can also directly submit their complaints at:
👉 Submit Your Complaint
Q21: What should banks and service providers learn from this?
They must realize that FASTag is not optional but a mandatory digital tool for travel. Any disruption causes real-time inconvenience and financial loss to consumers, and poor support damages brand credibility.
Closing Note
This case shows how even major financial service providers can fail to deliver reliable customer service, leaving consumers stranded.
At Choice4Voice.com, we stand with consumers like Syed Faisal Ayaz who raise their voices against unfair practices. By publishing such complaints, we aim to push companies, banks, and regulators to improve accountability and transparency.
👉 If you are facing similar issues with FASTag, banks, e-commerce platforms, or digital payment services, submit your complaint today at:
https://choice4voice.com/submit-your-complaint/