How To Resolve Incorrect Toll Rates or Charges On Account Statements

Toll account statements, particularly those associated with FASTag, can often present various issues that frustrate users. One common problem is the incorrect deduction of charges, where users find that amounts have been deducted even when they did not pass through a toll plaza. This can occur due to system errors or miscommunication between the toll collection system and the user's FASTag account.

Another frequent issue is duplicate charges, where the same transaction is recorded multiple times, leading to confusion and financial discrepancies. Users may also encounter discrepancies in transaction details, such as incorrect timestamps or missing information, which can complicate tracking expenses.

Additionally, users might face challenges with unrecognised transactions that appear on their statements, prompting concerns about potential fraud or unauthorised use of their FASTag. These issues highlight the importance of regularly reviewing toll account statements to ensure accuracy and address any anomalies promptly.

Steps to resolve incorrect or duplicate charges

To resolve incorrect or duplicate charges on your toll account statement, follow these steps:

• Review your statement: Carefully examine your toll account statement for any discrepancies or duplicate charges.
• Gather evidence: Collect relevant information, such as transaction IDs, timestamps, and any supporting documentation that can validate your claim.
• Contact customer support: Reach out to the customer support of your FASTag provider or the bank issuing your FASTag. Use their helpline number or email support for assistance.
• File a complaint: If necessary, file a formal complaint with the National Highways Authority of India (NHAI) by calling their toll-free helpline at 1033. Provide them with all relevant details regarding the incorrect charge.
• Follow up: Keep track of your complaint status and follow up if you do not receive a response within a reasonable timeframe.
• Request refund: If your complaint is validated, request a refund for the incorrectly deducted amount. Typically, refunds are processed within 20-30 working days.
• Monitor future statements: After resolving the issue, continue to monitor your future statements to ensure that no further discrepancies occur.

How to prevent future errors on account statements

To minimise errors on your toll account statements in the future, consider the following tips:

• Regularly check your statement: Frequently review your toll account statements for any inaccuracies or unusual charges.
• Keep transaction records: Maintain a record of all transactions, including dates and amounts paid at toll plazas.
• Ensure correct vehicle registration: Verify that your vehicle details registered with FASTag are accurate and up-to-date to avoid mischarges.
• Use reliable payment methods: Always recharge your FASTag through official channels to prevent issues related to payment failures or unauthorised transactions.
• Report issues promptly: As soon as you notice any discrepancies, report them immediately to customer support to facilitate quicker resolution.
• Stay informed about policies: Familiarise yourself with the policies regarding toll charges and refunds from both NHAI and your FASTag provider.
• Enable notifications: Opt-in for transaction notifications from your FASTag provider to stay updated on all deductions made from your account.

By following these practices, you can significantly reduce the likelihood of encountering errors in your toll account statements in the future.

Conclusion

In conclusion, understanding common issues related to toll account statements and knowing how to resolve them is essential for maintaining accurate financial records while using FASTag. By being proactive in monitoring transactions and following best practices for preventing errors, users can enhance their experience at toll plazas and avoid unnecessary charges.