National Highways Authority Of India [NHAI] — toll plaza delay

Dated 27 january, 10:15 pm at dankuni toll plaza on nh2 while going from kolkata to durgapur, west bengal. There was a delay of about 50 minutes. Called on 1033, they (Call centre person) said due to police checking it's delayed, when i said there is police checking and it's on the toll lane, then they said due to road repair there is a delay. Then i said there is no road repair and this kind of delay happens on dankuni toll plaza almost everyday. Then call centre person mentioned, i have lodged a complaint. But no complaint number was provided.

Again on palsit toll plaza on nh2 while returning from durgapur to kolkata on 29 january 2020 at around 8:40 am in the morning. There was a huge traffic on the toll plaza due to toll collection. Delay was for around 30 minutes. But, there is no stoppage on toll collection and vehicles continue to be on hold.
As i notice, after fastag, this delay has increased a lot. What is being done in this regard? Moreover the toll staffs are very arrogant and rude. Police also does not support commuters to smoothen the process

Here also don't see a support. Even my previous complaint is not addressed yet.