Can you be charged twice even with a sufficient FASTag balance? Find out why payments fail.

Even if you have a sufficient balance in your FASTag account, payments can fail or you might be charged twice due to issues with bank servers, toll collection equipment, or account-related errors. However, in such cases, you can file a complaint and request a refund.

If you travel on national highways, you likely use FASTag to pay toll taxes. It reduces waiting time at toll plazas and makes travel more convenient. However, there are times when a payment fails despite having an adequate balance in your FASTag account. In some instances, users have also reported being charged twice for the same toll transaction.

If you encounter such an issue, there is no need to panic. These problems can arise due to technical glitches, the tag being blacklisted, or malfunctions in the servers of the bank or the toll plaza.

Why might you be charged twice via FASTag?

Technical issues at the toll plaza: A malfunction in the toll collection equipment or server can lead to a single toll transaction being recorded twice.
Double scanning of the tag: If a vehicle moves too slowly or stops improperly, the toll plaza reader might scan the tag twice, resulting in a double charge.
Issues between the bank and the toll system: Network errors or discrepancies in transaction records can cause the same amount to be deducted from your account twice.

Why do payments fail even when there is a balance in your FASTag account?

FASTag being blacklisted: Even if you have funds in your account, your tag might be blacklisted or "hotlisted," which can cause payment failures. This could be due to a low balance, restrictions imposed by the bank, or other reasons.
Incomplete KYC: If the KYC for your FASTag account is incomplete or if the required information has not been updated, the bank may restrict the use of your tag. Discrepancy in vehicle and FASTag details: If the vehicle registration number recorded on the tag does not match the actual vehicle details, the transaction may fail.
Server or network issues: Technical glitches at the bank, toll plaza, or within the payment system can also cause your payment to get stuck.

What to do if you are charged twice via FASTag?

File a complaint with the customer care department of the bank that issued your FASTag. Inform them that the toll amount has been deducted twice at the same toll plaza. Most importantly, keep a record of the date, time, amount, and transaction ID for both transactions, as this information will be required when filing your complaint. If necessary, you can also contact the 1033 helpline for assistance regarding issues at a toll plaza.