Wrong FASTag Deduction? Don't Ignore These Complaint Steps

Imagine driving through a toll plaza, hearing the FASTag beep and continuing your journey. A few minutes later, your phone shows a toll deduction even though you were charged once already. Or worse, money gets deducted when your vehicle never crossed that toll plaza. Before you assume the money is gone, there is a way to challenge the transaction. FASTag users can raise a complaint, ask for an investigation and seek a refund if the deduction is found to be incorrect.





A wrong FASTag deduction may happen when the toll system records a transaction incorrectly, the same toll is charged twice or an incorrect amount is debited. Sometimes, a user may also receive a deduction alert for a toll plaza they did not cross. Start by checking the transaction SMS and your FASTag account statement. Note the amount, date, time and toll plaza name. Compare these details with your travel route and the toll fee displayed for that plaza. IHMCL says users receive SMS alerts for FASTag deductions.






Whether your FASTag is linked to a bank account or wallet, contact the bank that issued it. Use its official customer care number, mobile app or website to register a complaint about the incorrect deduction. Clearly explain whether you were charged twice, paid an extra amount or were charged without crossing the toll plaza. Ask the bank to investigate the transaction and initiate a chargeback if the deduction is found to be incorrect. Keep the complaint reference number for future follow-ups.

You can also call 1033, the 24-hour National Highway helpline, to report a FASTag-related problem. It handles complaints about incorrect deductions, toll charges, FASTag not being accepted and other toll plaza issues. Explain what happened and provide the toll plaza name, vehicle registration number and transaction details when asked. The NHAI Citizen Charter lists 1033 as the helpline for FASTag complaints, including wrong deductions and blacklisting.

There is another route if you want to put your complaint in writing. The Ministry of Road Transport and Highways told the Lok Sabha Public Accounts Committee that a dedicated email address, falsededuction@ihmcl.com, has been created for incorrect FASTag deductions. Mention your vehicle number, transaction ID, toll plaza, date and amount in the email. Attach the deduction SMS or statement and any supporting proof. Keep a copy of the email so you can refer to it while following up.


Before raising a complaint, collect the FASTag transaction ID, deduction SMS, vehicle registration number and a screenshot of the transaction statement. If you have a toll receipt, travel record or other proof showing that the charge was incorrect, keep that ready too. Clearly state whether the issue involves a duplicate payment, an incorrect toll amount or a deduction made when the vehicle did not use that toll plaza. Providing complete information can help avoid unnecessary delays during the investigation.

A refund is not always instant because the transaction may need to be checked with the toll plaza and the banks involved. IHMCL's FAQ says an incorrect deduction can be reported within 40 days of the transaction and that its chargeback process normally takes 20–30 working days. A 2025 Lok Sabha committee report also records the Ministry's statement that refund requests are typically initiated within three days after investigation, while bank refund policies may allow up to 40 days. The actual time can depend on the case and issuing bank.


If your bank does not resolve the issue, follow up using your complaint reference number and ask for the investigation status. You can also escalate the toll-related complaint through 1033 or the dedicated IHMCL email address. Do not assume that the refund has been rejected just because it has not arrived immediately. Check whether the bank needs more documents and ask for a written update. Most importantly, report the incorrect deduction promptly rather than waiting until the complaint window has passed.


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