HDFC Bank — fastag

Double toll was deducted from my fastag on 1st jan 2020 while driving from alibaug to pune on the mumbai-pune expressway. First an amount of 115 was deducted at khalapur and subsequently 173 was deducted at talegaon.

The same evening i tried to login to their website to file a service request, but it said my user id is invalid. I then managed to login from mobile using the same user id, but was unable to file service request even after filling out the form and uploading the required documents. I then called the helpline number and informed that the amount would be refunded to my account within 48hours. I was also given an email address to write to, which i did.

On 4th jan when i had still not received the refund i called again. This time i was told that there is no record of my call on the 1st, that a service request is now being filed on my behalf and that it will take 10-15 working days to process. I also sent another email on this day.

On 15th jan i called again, and this time i was told that there is no record of my call on 4th jan and that i am required to attach two documents when i send an email: screenshot of smss from bank when toll was deducted and rc copy of my vehicle. I was also informed that on doing this i would surely receive the refund within 7 working days. I immediately sent an email with the documents required.

On 24th jan i had still not received a refund, so i called the helpline again. I was told that there is no record of my call on the 15th and was asked on wait for one more working day, as maybe the refund was being processed. This was a friday, so i waited until the evening of monday the 27th to call again. This time i was told that the server had got wiped out the previous week and only just been recovered from the backup. I was asked to wait another 7 working days before checking if amount had been refunded to my wallet.

On 3rd feb i had till not received the refund and called the helpline again. This time i insisted on speaking to a manager. I was connected to one mr sanjay yadav who identified himself as a team leader. He took his time to check the status of my complaint. His then went on to say that my claim was invalid as i had taken more than 90 min to cross the toll plaza and hence was charged twice. Firstly, there is no such rule. Second, the timestamp on the smss i received from hdfc clearly show that i crossed the expressway in 61 min. Third, this is the first time i was hearing that my claim had not even been considered, let alone forwarded for refund processing. After much arguing, he finally agreed that my claim was valid, but could not be processed because a crucial document had been left out: a photograph of the front of my car. He suggested that i send this by email, along with previous documents, and my issue would be addressed.

This is when i finally lost my patience. Today, 4th feb, i went to the nearest branch of hdfc with the intention of finding a solution or else cancelling my fastag and getting a complete refund. I was informed that neither of these could be done at the branch and given the same email address to write to. When i informed them this was the same address i had been writing to since one month without getting any response, and also showed them printouts of these emails, they gave me four more email addresses of a company called 1pay. Of these, i had previously written to two addresses: one had bounced and the other there was no response.in any case, i understood that the branch could not help me in any way, so i came home and sent the email as suggest, but by now i am confident that this will yield no result.

I have been a customer of hdfc for several years, which is why i opted to purchase fastag from them. It is not my concern if they have outsourced their operations to a third party. As far as i am concerned, hdfc is the issuing bank and even the nhai and npci websites clearly state that any dispute should be taken up with issuing bank. Hdfc has failed to acknowledge or honour my claim, and in addition have frustrated me with a complete lack of clarity and service.

I am having to approach consumer forums, wasting further time in the process, but i will even go to consumer court if that is what it takes to make hdfc own responsibility for their service.

I am sure there are hundreds, if not thousands, of people with similar issues with fastag and hdfc, many of whom perhaps do not even bother to follow up for such a small amount. But this is a matter of principle and i will not give up my claim and demand for better service.

I hope posting this on your site will lead to some response, if not resolution, from hdfc.