Axis Bank — the vehicle class identified by toll plaza is incorrect and they charged manually from my wallet

Address:

636003

Issue:

Greetings from axis bank!

We would like to inform you that for the captioned toll trip date we have been charged violation /differential amount from toll agency and the same have been settled by npci to the toll acquiring bank. Violation dispute have been raised by toll agency as they have identified a higher vehicle class for your toll trip against the vehicle class mapped by us at our end.

Since the vehicle class identified by toll plaza for your trip is higher than the vehicle class mapped with us, we have manually charged the differential amount from your wallet account as settlement for the violation is already recovered from us by npci and paid to acquiring toll plaza bank.

Incase if the vehicle class identified by toll plaza is incorrect/invalid then we would be required to raise a dispute chargeback with toll plaza acquiring bank at npci portal.in order to raise a chargeback we would be required to furnish with front and side images of vehicle along with vehicle registration copy. Kindly organize to share the same to us within 2 days of receipt of e-mail to raise chargeback.

Incase if do not receive rc copy we would be required to blacklist your fastag with us and would be activating the same only when rc image is audited and updated at our end. This would also help to take up with toll plaza acquiring banks in case if there are any future violations, if any raised.

Further, we would also like to inform you that chargeback claims are subject to approval of toll agencies/acquiring bank and disputes needs to be raised within 30 days of toll transaction date. Upon chargeback acceptance we would reverse the manually debit violation amount for your toll trip and credit the amount in your wallet account. For your reference toll trip details and vehicle class details updated to your wallet account are provided below.

Work around which i did:
When i try to contact the axis fast tag customer care - [protected], i have waited for 30 minutes and no response which happen to me for three times and i have frustrated. I have emailed to them as well "etc. [protected]@axisbank.com" no response either.