I too had a very bad experience with HDFC fastag which I would like to share here for the benefit of other customers.
My wallet has been frozen out of a sudden and the error message I was getting was "The KYC is due for update" whenever I attempt to recharge the wallet. Then called their support team for online KYC and they seems to have some odd behaviour towards the KYC process and disconnect the call without proper guidance or update on the process. After multiple attempts the online KYC did not go through. Then I had called their support toll free number, but I had to explain the whole story to each of the support person whenever I call subsequently to know the status. They seems to have lack a support ticketing CRM may be...I do not know. Only god knows.
This continued for 3 months nearly and I got an email response from the escalation team one day to go and submit the KYC offline at nearest branch. I did and again 14 days passed without any response, acknowledgement to my support request. They do not have a tracking of status for support requests for the customer. Then after repeated writing of emails to their grievance cell and calling the branch person to toll-free number multiple times, I decided to close the fastag account with them so that I can get new fastag from other providers. Thank god they closed my fastag account within 3 days of submitting the request online. Now I am planning to go to other providers and buy a new fastag.
In this process, I have paid toll charges for my travel with penalty with no fault at my side and incurred huge loss!!!
Never recommend HDFC fastag to any customers... Stay away.
My wallet has been frozen out of a sudden and the error message I was getting was "The KYC is due for update" whenever I attempt to recharge the wallet. Then called their support team for online KYC and they seems to have some odd behaviour towards the KYC process and disconnect the call without proper guidance or update on the process. After multiple attempts the online KYC did not go through. Then I had called their support toll free number, but I had to explain the whole story to each of the support person whenever I call subsequently to know the status. They seems to have lack a support ticketing CRM may be...I do not know. Only god knows.
This continued for 3 months nearly and I got an email response from the escalation team one day to go and submit the KYC offline at nearest branch. I did and again 14 days passed without any response, acknowledgement to my support request. They do not have a tracking of status for support requests for the customer. Then after repeated writing of emails to their grievance cell and calling the branch person to toll-free number multiple times, I decided to close the fastag account with them so that I can get new fastag from other providers. Thank god they closed my fastag account within 3 days of submitting the request online. Now I am planning to go to other providers and buy a new fastag.
In this process, I have paid toll charges for my travel with penalty with no fault at my side and incurred huge loss!!!
Never recommend HDFC fastag to any customers... Stay away.