Naveen Pawar files a complaint against NHAI, HDFC Bank, MSRDC & NPCI over an unresolved toll deduction of ₹1445 from his FASTag wallet. Read full details, legal remedies, and how Choice4Voice.com can escalate this issue.
Complaint Summary
| Details | Information |
|---|---|
| Complainant Name | Naveen Pawar |
| Not disclosed | |
| Company/Authority | NHAI, HDFC Bank, MSRDC, NPCI |
| Complaint Type | Wrong Toll Deduction & Refund Delay |
| Product/Service | FASTag Wallet |
| Order/Service No. | SR250000000003694671 |
| Issue Description | Wrong toll deduction of ₹1445 at Nimbvali Plaza. Refund not received despite multiple follow-ups. |
| Date of Incident | 26th August 2025 |
| Company’s Response | Promised refund in 15 days, but no resolution yet. |
| Additional Comments | Multiple follow-ups, no action. |
| Original LinkedIn Post | Read here |
Full Complaint Details
On 26th August 2025, Naveen Pawar faced a wrongful toll deduction of ₹1445 from his FASTag wallet at Nimbvali Plaza while traveling with his vehicle MH05CA3786.
A service request (SR250000000003694671) was raised on 29th August 2025, and he was assured by HDFC Bank/MSRDC representatives that the refund would be processed within 15 days. However, as of 17th September 2025, no refund has been credited.
Despite contacting customer care multiple times, Naveen has only been advised to send follow-up emails, with no concrete resolution. This delay not only affects consumer trust in NHAI’s FASTag system, but also highlights lapses in banking and toll authority accountability.
Legal Angle: Choice4Voice.com Intervention
Choice4Voice.com will file this case under the following legal provisions:
- Consumer Protection Act, 2019 (Section 2(6)) – Deficiency in service due to wrongful toll deduction and non-refund.
- Reserve Bank of India (RBI) Guidelines on Electronic Payments – Delay in reversal of failed transactions violates RBI’s time-bound refund norms.
- Indian Contract Act, 1872 – Breach of service terms by failing to process refunds within committed timelines.
Relevant departments where the case can be escalated:
- National Consumer Helpline (NCH) – For consumer grievance redressal.
- Banking Ombudsman (RBI) – For HDFC Bank’s failure to ensure timely refund.
- NHAI & NPCI (NETC FASTag Department) – For operational lapses in toll collection.
Choice4Voice.com will support the complainant in escalating this matter to these authorities for legal redressal.
FAQs – NHAI FASTag Wrong Toll Deduction & Refund Issues
Q1. What should I do if my FASTag wallet is wrongly charged?
You should immediately raise a dispute with your issuing bank and also lodge a complaint with NHAI’s IHMCL helpline.
Q2. How long does it take to get a FASTag refund?
As per NPCI guidelines, refunds should be processed within 7-15 working days.
Q3. Can I approach RBI if my FASTag refund is delayed?
Yes, you can escalate to the Banking Ombudsman if your issuing bank (HDFC in this case) fails to refund within the prescribed period.
Q4. What legal action can be taken for wrong toll deductions?
You can file a case under the Consumer Protection Act, 2019 for deficiency in service.
Q5. Does NHAI take responsibility for toll deduction disputes?
Yes, NHAI (through IHMCL) is responsible for oversight of toll transactions and disputes.
Q6. Can I get compensation for delayed FASTag refunds?
Yes, if proven, consumers can claim compensation for harassment and mental agony via consumer court.
Q7. What documents should I keep for FASTag dispute resolution?
Keep the transaction ID, date, vehicle number, and toll plaza name as proof.
Q8. Can I block my FASTag if incorrect deductions keep happening?
Yes, you may request your bank to temporarily block the FASTag until the issue is resolved.
Q9. Is FASTag mandatory despite repeated errors?
Yes, FASTag is still mandatory for toll payments in India, but disputes can be escalated legally.
Q10. Who regulates the FASTag system in India?
It is regulated by NPCI (National Payments Corporation of India) and NHAI.
Q11. Can I claim penalty charges if delay affects my travel budget?
Yes, consumers can demand compensation for financial loss through the consumer forum.
Q12. Is MSRDC responsible in this case?
Yes, since the deduction happened at Nimbvali Plaza under MSRDC jurisdiction, they are accountable.
Q13. Can delayed refunds affect my FASTag wallet balance permanently?
Yes, until refunded, the deducted amount remains blocked in the system.
Q14. How to contact NHAI FASTag dispute resolution cell?
You can raise a ticket via IHMCL portal or call 1033 helpline.
Q15. What is SR number in FASTag disputes?
It refers to Service Request ID generated when you lodge a complaint with your bank/toll authority.
Q16. Can FASTag disputes be resolved at toll plazas directly?
Usually no, disputes must be raised via issuing bank or NHAI helpline.
Q17. Can I raise a grievance on NPCI portal?
Yes, NPCI provides an online grievance redressal mechanism for FASTag issues.
Q18. Will wrong deductions impact my vehicle blacklisting?
If unresolved, the system may flag your wallet as low balance, causing travel issues.
Q19. Can Choice4Voice.com help escalate my FASTag complaints?
Yes, Choice4Voice.com files cases with consumer authorities and ombudsman for resolution.
Q20. Can I take this issue to court?
Yes, if not resolved, you can approach the District Consumer Disputes Redressal Commission for compensation and refund.
