Social Media Marketing Strategist Esha Gera reported her HDFC FASTag being blacklisted during intercity travel despite having an active annual pass and sufficient balance. She was forced to pay double toll charges in cash. Read the full case, complaint highlights, and FAQs on Choice4Voice.com
Complaint Summary Table : Esha Gera Raises Complaint Against HDFC FASTag – Blacklisted Tag & Double Toll Charges
| Detail | Information |
|---|---|
| Complainant Name | Esha Gera |
| Profession | Social Media Marketing Strategist |
| Experience | 4+ Years |
| Previous Roles | Ex-Angara e-commerce, Ex-Wooden Street |
| Company Complained Against | HDFC Bank (FASTag Services) |
| Location of Incident | Intercity Highway (India) |
| Issue | FASTag marked as blacklisted despite active annual pass and sufficient balance |
| Immediate Impact | Forced to pay double toll fee in cash |
| Customer Service Experience | Contacted support, but no proper replies or solution provided |
| Financial Loss | Double toll payment + inconvenience during travel |
| Resolution Demanded | Urgent correction of FASTag status, refund of extra charges, accountability from HDFC |
Full Complaint Write-Up
A disturbing issue has been raised against HDFC Bank’s FASTag services by Esha Gera, a Social Media Marketing Strategist with over four years of professional experience.
During an intercity travel journey, Esha’s HDFC FASTag was suddenly shown as blacklisted at a toll plaza, despite having:
- An active annual pass, and
- Sufficient balance in her FASTag wallet.
Due to this unexpected error, she was forced to pay double toll fees in cash, defeating the very purpose of FASTag.
Esha immediately contacted HDFC FASTag customer care, but her calls were met with no proper replies and no solution.
Frustrated and stranded on the highway, she turned to LinkedIn to raise her concern publicly, hoping the HDFC FASTag team and HDFC Bank management would take urgent corrective action.
This case reflects not only a financial loss but also inconvenience and safety risks when consumers are left helpless during highway travel.
Original LinkedIn Complaint
This complaint was originally published by Esha Gera (Social Media Marketing Strategist) on LinkedIn.
👉 View Original Post Here
Frequently Asked Questions (FAQs) About HDFC FASTag Complaints
1. What issue did Esha Gera face with HDFC FASTag?
Her HDFC FASTag was suddenly shown as blacklisted during intercity travel, despite having an active annual pass and sufficient balance. She had to pay double toll fees in cash.
2. Why does a FASTag show as blacklisted?
A FASTag can show blacklisted due to:
- System glitches in the issuing bank,
- Delay in wallet balance update,
- Technical errors at the toll plaza,
- KYC or account mismatch.
3. Can a blacklisted FASTag be used again?
Yes, once the bank resolves the issue and corrects the system error, the FASTag can be reactivated. Customers must raise a complaint with the issuing bank immediately.
4. Why was Esha charged double toll despite having FASTag balance?
As per NHAI rules, if a FASTag is not recognized at a toll plaza, the customer must pay double toll in cash as a penalty.
5. How can customers resolve a blacklisted FASTag issue?
- Contact the issuing bank (HDFC in this case) via official support.
- Ensure KYC and documents are fully updated.
- Raise a complaint with NHAI FASTag helpline (1033) if unresolved.
6. Can customers get a refund for double toll charges?
Yes. If the blacklisting is due to the bank’s fault, customers can demand a refund of excess toll fees through the bank’s grievance process or consumer forums.
7. How long does it take to resolve a blacklisted FASTag?
In most cases, it takes 24–72 hours once the complaint is raised with the issuing bank. Delays beyond this should be escalated.
8. Why does HDFC FASTag face frequent complaints?
Many consumers report issues like delayed KYC updates, unresponsive customer service, recharge failures, and blacklisted errors.
9. What is the role of NHAI in FASTag complaints?
The National Highways Authority of India (NHAI) oversees FASTag operations and provides the 1033 helpline for unresolved complaints.
10. Can HDFC Bank be held accountable legally?
Yes. Under the Consumer Protection Act, 2019, customers can file a case against banks for financial loss, harassment, and negligence.
11. How can consumers track FASTag balance and status?
By logging into the issuing bank’s FASTag portal, mobile app, or checking SMS/email alerts linked to the registered mobile number.
12. What should you do if FASTag is blacklisted mid-travel?
- Pay the toll in cash to avoid blockage.
- Immediately contact the bank and keep transaction proof.
- File a refund request if balance was sufficient.
13. Does an active annual pass guarantee smooth FASTag usage?
Yes, but only if the issuing bank’s system is updated correctly. Errors in syncing may still lead to blacklisting, as seen in this case.
14. How does double toll payment affect consumers?
It causes financial loss, delays, and stress during travel, especially when the customer has already maintained sufficient FASTag balance.
15. Can FASTag issues be escalated beyond the bank?
Yes. Complaints can be escalated to:
- NHAI helpline (1033)
- NPCI (National Payments Corporation of India)
- RBI Ombudsman
16. How can HDFC improve FASTag services?
- Provide faster technical support,
- Offer direct human assistance in emergencies,
- Automate better sync between wallet and toll systems.
17. Can repeated blacklisting harm HDFC’s reputation?
Yes. Frequent complaints damage customer trust and may lead users to shift to other banks for FASTag services.
18. Are FASTag issues limited to HDFC only?
No. While HDFC faces multiple complaints, other banks like SBI, ICICI, and Paytm also face similar customer grievances.
19. Should customers keep alternative payment methods during travel?
Yes. Always keep cash or a backup payment method while traveling, as FASTag errors can occur unexpectedly.
20. What does this case mean for FASTag users?
It highlights the urgency for reliable customer service and robust systems in digital tolling. Consumers should demand accountability when banks fail.
Final Note
At Choice4Voice.com, we strongly believe in empowering consumers by amplifying their unresolved complaints. Cases like Esha Gera’s FASTag issue remind us that companies must be accountable to the very customers who trust them.
If you are facing a similar problem with any company:
- You can submit your complaint directly on our Submit Your Complaint Page.
- Or simply tag our official LinkedIn page when sharing your grievance, and we will publish it for maximum visibility and faster resolution.
