FASTag Double Charged at Toll? How to Get a Refund

Getting charged twice or overcharged via FASTag at a toll plaza is frustrating but quite common. It can happen due to system glitches, slow barrier response, or incorrect vehicle classification. The good news is that NHAI has a clear refund process. This guide walks you through every method to file a complaint and get your money back.

Why Do FASTag Double Deductions Happen?

Common Reasons

1. System glitch at toll plaza — The tag is read twice as the vehicle passes through
2. Barrier didn't open — Tag was debited but the barrier didn't lift; you reversed and used another lane, getting charged again
3. Wrong vehicle class charged — A car (Class 4) is charged as a bus/truck (Class 7+), resulting in a higher amount
4. Return journey charge within exempt period — Some toll plazas offer return journey discount within 24 hours, but the system may charge full fare both ways
5. Multiple toll operators — At some plazas managed by different concessionaires, system errors can cause extra charges

How to Check If You Were Double Charged

Check Transaction History

1. Open the MyFASTag app or your FASTag issuing bank's app
2. Go to Transaction History
3. Look for two transactions at the same toll plaza within a short time gap (usually within minutes)
4. Note down: transaction IDs, amounts, toll plaza name, date, and time

Check via SMS/Email

• Most banks send SMS alerts for FASTag deductions
• Compare the amounts and timestamps of the alerts

How to Get a Refund — Step by Step

Method 1: MyFASTag App (Recommended)

This is the fastest and most tracked method:

1. Open the MyFASTag app on your phone
2. Log in with your registered mobile number
3. Go to Complaint/Grievance section
4. Select "Transaction Dispute" or "Double Deduction" as the complaint type
5. Select the specific transaction(s) you want to dispute
6. Upload proof if available (toll receipt, screenshot of double SMS alerts)
7. Add a brief description: "Charged twice at [toll plaza name] on [date]"
8. Submit the complaint
9. Note down the complaint/ticket number for tracking

Method 2: NHAI Grievance Portal

1. Visit the NHAI website or call the NHAI helpline at 1033
2. If using the website, look for the FASTag grievance/complaint section
3. Provide your vehicle registration number, FASTag ID, and transaction details
4. Describe the issue clearly
5. Submit and note the reference number

Method 3: Contact Your Issuing Bank

1. Call the FASTag helpline of your issuing bank (the bank name is printed on your FASTag sticker)
2. Provide:
   • Vehicle registration number
   • FASTag ID / tag number
   • Transaction ID(s) of the disputed charges
   • Date, time, and toll plaza name
3. Request a refund or dispute resolution
4. Ask for a complaint reference number

Popular bank FASTag helplines:

Method 4: Escalate to NPCI (If Bank Doesn't Resolve)

If your issuing bank does not resolve the complaint within 10 working days:

1. File a complaint with NPCI (National Payments Corporation of India)
2. Visit the NPCI dispute redressal mechanism
3. Select NETC FASTag as the product
4. Fill in your complaint details and attach the unresolved bank complaint reference
5. NPCI will escalate to the bank and toll concessionaire

Refund Timeline

Note: Refunds are typically credited back to your FASTag prepaid wallet, not directly to your bank account.

What Proof Should You Keep?

To strengthen your refund claim, save the following:

• Screenshots of transaction history showing double deduction
• SMS alerts showing two charges at the same toll
• Toll receipt (if you paid cash at the second lane)
• Dashcam footage (if available) showing barrier malfunction
• Date, time, lane number at the toll plaza

What If the Refund Is Rejected?

If your complaint is rejected:

1. Re-examine the transactions — Ensure they are genuinely duplicate (same toll, same day, close timestamps)
2. Escalate within the bank — Ask for a senior officer or nodal officer
3. File with NPCI — If the bank rejects, NPCI escalation is your next step
4. Approach the Banking Ombudsman — As a last resort, file a complaint with the RBI Banking Ombudsman at https://cms.rbi.org.in/

Important Tips

1. Act quickly — File complaints within 7 days of the transaction for fastest resolution
2. Keep transaction IDs handy — Every FASTag deduction has a unique transaction ID; note it from the app or SMS
3. Check vehicle class — If you're consistently overcharged, your vehicle may be classified wrongly in the FASTag system; get it corrected at your bank
4. Enable SMS alerts — Always keep transaction SMS alerts active so you notice wrong charges immediately
5. Save toll receipts — If you paid cash because the barrier didn't open despite FASTag deduction, the cash receipt is key evidence

Frequently Asked Questions

Q: How long does a FASTag double deduction refund take?

A: Typically 7-15 working days from the date of complaint registration. Complex cases involving multiple toll operators may take up to 30 days.

Q: Where will the refund be credited — wallet or bank account?

A: Refunds are usually credited to your FASTag prepaid wallet. If your FASTag account is closed, the amount may be refunded to your linked bank account.

Q: Can I get a refund if I don't have proof of double charging?

A: Yes. The transaction records are available in the NETC system. Your issuing bank can verify duplicate transactions even without your screenshots, but having proof speeds up the process.

Q: I was charged the wrong vehicle class amount. Is that eligible for refund?

A: Yes. If you were charged a higher vehicle class amount (e.g., truck rate for a car), you can file a complaint for the excess amount. Provide your vehicle RC as proof of vehicle type.

Q: What if the toll plaza says they didn't charge me twice?

A: The deduction is from the FASTag system, not the toll plaza directly. Dispute through your issuing bank, which has the actual transaction records from NPCI/NETC.

Q: Can I block future transactions at a problematic toll plaza?

A: No, you cannot block specific toll plazas. But if a plaza repeatedly causes issues, report it to NHAI helpline (1033) with details.

Q: I was charged toll on a national highway that was supposed to be free. Can I get a refund?

A: Yes. Certain categories of vehicles and newly built roads may have toll exemptions. If you were wrongly charged, file a complaint with NHAI along with proof of exemption eligibility.

This guide is for informational purposes only. CitizenNest is an independent platform and is not affiliated with NHAI, NPCI, or any bank. Verify current complaint processes with your FASTag-issuing bank or NHAI helpline (1033).