HDFC Bank — wrongful deduction of money from fastag wallet

Address:

282005

I made a round trip from agra to mathura on 14.01.2020 through mahuvan toll plaza. I paid the toll charge in cash ₹155.00 for the whole return trip.

However i shortly received a message from hdfc that my hdfc fastag wallet has been charged for ₹105.

I talked to the customer care and they assured me that the refund will be issued shortly, however they suggested me to write a mail on this email address - fastag. [protected]@insolutionsglobal.com. I wrote the email with receipts attached and sms snapshot given. But no refund was processed even after one month. I called again in feb around 3rd of feb 2020 but i was told to send a reminder but still no resolution. I had to call third time on 27 feb 2020. And this time again the customer care executive sameer hussain told me send a reminder and that due to technical issue for last one month no refund has been processed. But it is to be noted that no technical issue was being reported in the second call. And no escalation to seniors is allowed when i requested them to let me talk to seniors. I have send the reminder again but i don't have any hope if they will process it. It smells like a fraud. Hdfc is set to deduct petty amounts from wallets and hoping customers will give up after two three attempts. Really poor customer service or a well planned fraud is being done.