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Submit your complaint →Akshay Atkari reported a serious issue with HDFC Bank FASTag where his wallet was frozen without prior KYC intimation, causing travel disruption. Read the full complaint, case details, and customer queries related to FASTag KYC and HDFC Bank issues.
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Complaint Summary Table : HDFC Bank FASTag Complaint – Customer Reports KYC Issues and Wallet Freeze (Akshay Atkari Case)
| Customer Name | Akshay Atkari |
|---|---|
| Company/Bank | HDFC Bank |
| Product/Service | FASTag (Vehicle MH43CG9799) |
| Date of Incident | 17th August 2025 |
| Issue | FASTag wallet frozen without prior KYC notification |
| Complaint Type | KYC Failure & Service Disruption |
| Customer Actions Taken | Contacted customer care, visited branch, completed video KYC, reattempted multiple times |
| Company Response | KYC rejected citing “PAN face not matched” |
| Resolution Requested | Proper KYC process, improved communication, practical verification methods, better customer service |
| Status | Unresolved |
Full Complaint Write-Up
On 17th August 2025, Mr. Akshay Atkari, an engineer from Navi Mumbai, reported a major inconvenience with HDFC Bank FASTag linked to vehicle number MH43CG9799.
While travelling, his FASTag wallet was abruptly frozen due to pending KYC verification, without any prior notice or intimation. This sudden freeze disrupted his journey, as FASTag is a mandatory requirement for seamless highway toll payments.
Customer’s Attempts to Resolve the Issue
- Called HDFC Bank Customer Care (1800 120 1243) – Instead of resolving the KYC, he was sent a new registration link.
- Visited HDFC Bank Sanpada Branch (Navi Mumbai) – He was advised to complete the KYC online.
- Re-contacted Customer Care – Received a video KYC link.
- Completed Video KYC – Despite submitting all required details, the application was rejected with the error “PAN face not matched”.
- Told to Visit Branch Again – Putting him back into the same cycle without resolution.
Core Issue
The PAN card used for KYC was issued 25 years ago, when the customer’s father (currently 49 years old) was much younger. Naturally, facial features change over decades, making strict facial match verification unreasonable and impractical.
Customer’s Demands from HDFC Bank
- Timely communication about KYC deadlines to prevent sudden freezes.
- A flexible and practical verification process for older PAN cards.
- Better coordination between customer care, online portals, and bank branches.
Mr. Atkari emphasized that customer convenience should remain the top priority, especially for essential services like FASTag that directly affect travel and safety.
Questions & Answers on HDFC Bank FASTag KYC Issues
Q1. Why was my HDFC FASTag wallet frozen without notice?
A1. FASTag wallets are frozen if KYC is not completed by the bank’s deadline. However, in many cases, customers report receiving no proper notification.
Q2. How can I check my HDFC FASTag KYC status?
A2. You can log in to the HDFC Bank FASTag portal or mobile app to check your KYC status under profile settings.
Q3. What happens if KYC is not updated for FASTag?
A3. Without KYC, your FASTag wallet may be blocked, preventing toll payments and disrupting travel.
Q4. Why did my KYC fail with “PAN face not matched”?
A4. This error usually occurs when the photo on your PAN card does not resemble your current facial features due to age or poor image quality.
Q5. Can I update FASTag KYC with Aadhaar instead of PAN?
A5. Yes, Aadhaar can be used as an identity document in many cases, but some banks, including HDFC, may still require PAN for verification.
Q6. How long does HDFC Bank take to verify FASTag KYC?
A6. Normally, video KYC verification takes 24-48 hours, but delays are common.
Q7. What should I do if customer care keeps redirecting me?
A7. Escalate the issue by writing an email to HDFC Bank official support or filing a complaint on the NHAI/IHMCL portal.
Q8. Can a branch resolve FASTag KYC issues directly?
A8. In most cases, branches direct customers back to online KYC, leading to frustration, as highlighted in this case.
Q9. What are the documents required for FASTag KYC?
A9. Valid PAN card, Aadhaar card, driving license, or voter ID are generally accepted.
Q10. Can an old PAN card photo cause KYC rejection?
A10. Yes, outdated PAN photos often fail face-match verification, especially if issued decades ago.
Q11. What are the consequences of a frozen FASTag wallet during travel?
A11. You may face delays, penalties, or have to pay double toll charges in cash at highways.
Q12. How can I avoid sudden FASTag freezes in the future?
A12. Regularly check KYC updates and respond immediately to any email/SMS reminders from your bank.
Q13. Who regulates FASTag services in India?
A13. FASTag is regulated by NHAI (National Highways Authority of India) and operated under the NETC program.
Q14. Can I transfer my FASTag to another bank if issues persist?
A14. Yes, you can close your existing FASTag account and reapply with another bank or payment provider.
Q15. What is the customer care email for HDFC Bank FASTag?
A15. Customers can write to support@hdfcbank.com for FASTag-related escalations.
Q16. Why is video KYC often rejected?
A16. Rejection happens due to poor lighting, blurred video, outdated documents, or mismatched photographs.
Q17. Can I complete FASTag KYC without visiting a branch?
A17. Yes, video KYC is designed for remote completion, but repeated rejections may still force customers to visit branches.
Q18. What should I do if my FASTag KYC keeps failing?
A18. Raise a complaint with HDFC Bank, escalate to NHAI/IHMCL, or consider shifting to another provider like Paytm or ICICI FASTag.
Q19. Is FASTag KYC mandatory for all users?
A19. Yes, as per RBI and NHAI rules, full KYC is mandatory for all FASTag wallets.
Q20. Can my FASTag wallet be permanently blocked for non-KYC?
A20. Yes, if KYC is not completed within the stipulated time, the bank may permanently block your wallet.
Q21. How do I escalate unresolved FASTag issues with HDFC Bank?
A21. You can escalate to the Nodal Officer of HDFC Bank, file a complaint with RBI Ombudsman, or raise the issue on consumer grievance platforms.
📌 Original Source of Complaint: LinkedIn Post by Akshay Atkari
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