Manish Kumar, Branch Manager at ICICI Bank Ltd, has raised a strong complaint against HDFC FASTag services. Despite repeated calls for KYC and PAN update, no action was taken. He is paying double toll charges daily due to HDFC Bank’s poor service. Read the full case, highlights, and FAQs on Choice4Voice.com
Complaint Summary Table : Manish Kumar’s Complaint Against HDFC FASTag – KYC Update Failure & Double Toll Charges
| Detail | Information |
|---|---|
| Complainant Name | Manish Kumar |
| Position | Branch Manager at ICICI Bank Ltd |
| Company Complained Against | HDFC Bank (FASTag Services) |
| Issue | PAN and KYC update not processed |
| Duration of Issue | More than 1 week |
| Customer Experience | Multiple calls made, only apologies given, no resolution |
| Financial Impact | Paying double toll fee daily |
| Escalation | Tagged HDFC CEO Sashidhar Jagdishan and HDFC representative Vaibhav Gurav |
| Desired Resolution | Immediate PAN update, KYC completion, refund of double charges |
Full Complaint Write-Up
HDFC Bank’s FASTag services have come under sharp criticism after a customer openly expressed frustration on LinkedIn.
Manish Kumar, Branch Manager at ICICI Bank Ltd, highlighted the poor customer service of HDFC FASTag, stating that he has been calling customer care continuously for over a week to update his PAN details and complete KYC formalities.
However, instead of resolution, he only received repeated apologies and false assurances of “updating soon.” Meanwhile, due to the incomplete KYC status, he has been forced to pay double toll charges every single day.
In his post, Manish strongly questioned HDFC Bank’s claim of being India’s “number one bank” when such essential services fail to work. He further expressed his disappointment by considering closing all relationships with HDFC Bank if the matter remains unresolved.
To escalate, Manish tagged HDFC Bank’s CEO Sashidhar Jagdishan and employee Vaibhav Gurav, urging them to take urgent corrective action.
Original LinkedIn Complaint
This complaint was originally published by Manish Kumar (Branch Manager at ICICI Bank Ltd) on LinkedIn.
👉 View Original Post Here
Frequently Asked Questions (FAQs) About HDFC FASTag Complaints
1. What is the complaint raised against HDFC FASTag?
Manish Kumar reported that HDFC FASTag failed to update his PAN and KYC despite multiple follow-ups. As a result, he is being charged double toll fees daily.
2. Why is KYC important for FASTag?
KYC (Know Your Customer) verification is mandatory as per RBI and NHAI guidelines. Without KYC completion, FASTag may become invalid or restricted, leading to extra toll charges.
3. Why am I being charged double toll fees with FASTag?
If your FASTag is not linked to updated KYC or PAN, toll plazas treat it as invalid. In such cases, you are required to pay double the applicable toll fee as a penalty.
4. How long does it take to update PAN in HDFC FASTag?
Ideally, PAN and KYC updates should reflect within 48 hours. Delays beyond this indicate customer service inefficiency or technical issues.
5. How can I update my PAN in HDFC FASTag?
You can update PAN by:
- Logging into the HDFC FASTag portal.
- Uploading the required documents.
- Raising a request through HDFC FASTag customer care.
6. What if HDFC FASTag does not update my KYC?
If your KYC update is ignored, escalate by:
- Writing to HDFC FASTag’s official support email.
- Approaching the Banking Ombudsman.
- Filing a complaint under the Consumer Protection Act, 2019.
7. Can I switch my FASTag provider from HDFC to another bank?
Yes. As per NHAI rules, you can close your existing HDFC FASTag account and apply for a new FASTag with another bank or provider.
8. How do I check my HDFC FASTag KYC status?
Log into your HDFC FASTag account or app and check the profile section. Incomplete KYC will be flagged with alerts.
9. Does HDFC refund double toll charges?
Customers can request refunds by raising a grievance with HDFC FASTag customer support. However, refunds are not guaranteed unless proven as system error.
10. What are common complaints against HDFC FASTag?
- PAN/KYC not updated
- Double toll fee charged
- Delayed recharge updates
- Customer support delays
11. How can I contact HDFC FASTag customer care?
You can reach out through the HDFC FASTag portal or their official email. Avoid relying only on call support if delays persist.
12. Can double toll charges be legally challenged?
Yes. If caused by HDFC’s negligence, customers can seek compensation via Consumer Court.
13. Is HDFC FASTag the only bank facing complaints?
No. Many banks, including ICICI, SBI, and Paytm, face similar FASTag complaints. However, HDFC’s high volume of cases makes it a frequent topic of consumer frustration.
14. How to avoid FASTag issues in the future?
- Ensure timely KYC updates.
- Monitor SMS/email alerts from NHAI and banks.
- Escalate delays early through official channels.
15. Can NHAI help in resolving FASTag complaints?
Yes. NHAI manages the FASTag program and can be approached if banks fail to address customer grievances.
16. Who regulates FASTag services in India?
FASTag is regulated by the National Payments Corporation of India (NPCI) and National Highways Authority of India (NHAI) under the guidance of RBI.
17. What penalties apply for non-KYC FASTag users?
Non-KYC FASTag users face restrictions on wallet balance limits and risk double toll fee charges at plazas.
18. How can consumers escalate HDFC FASTag issues?
- Contact HDFC’s nodal officer.
- Raise a complaint on RBI Ombudsman Portal.
- File a grievance on consumer forums or legal platforms.
19. Can FASTag complaints be resolved faster through public platforms?
Yes. Posting issues on LinkedIn, Twitter, or consumer websites like Choice4Voice.com helps put pressure on companies to act quickly.
20. What should HDFC Bank do to fix this?
HDFC must streamline its KYC update process, ensure customer support accountability, and prevent customers from being unfairly penalized with double toll fees.
Final Note
At Choice4Voice.com, we amplify the concerns of consumers who are struggling to get fair treatment from companies. Complaints like Manish Kumar’s highlight the urgent need for accountability in banking and digital services.
If you are facing unresolved issues with any company:
- You can submit your complaint directly on our Submit Your Complaint Page.
- Or simply tag our official LinkedIn page when you share your grievance, and we will publish it for a wider impact.
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