ICICI Bank — Fastag is closed but not removed from the hotlist.

I purchased a secondhand car on December 24, 2024. The RC of the vehicle was also transferred to my name. After a few days when I tried to buy a new fastag in my name, I learned that the previous fastag was hotlisted and was issued from ICICI bank. So I was not able to buy a new one until the previous Fastag was removed from the hotlist.

Then I called ICICI Fastag customer care. The customer care executive looked into their system and informed me that due to a KYC issue, it is hotlisted and there are no dues left toward the Fastag. Then I explained to him that I am the second owner of the car and RC is now transferred in my name. The customer care executive guided me that I can directly raise a request to close the existing Fastag through the ICICI Fastag portal without login but I need to upload the front and back photo of the current RC. The Fastag will be closed within 3 -5 days.

https://www.icicibank.com/personal-banking/cards/prepaid-card/fastag

- Existing customer - Fastag Account closure

On 9th, February 2025 I raised a request to close the Fastag. I uploaded the photo of RC (both front and back) as required on the portal. After 4 days when I checked the Fastag was closed but not removed from the hotlist.

Since then I have been calling ICICI Fastag customer care at[protected] every 3-4 days and each time I got the same answer from them that "Sir your
request is been closed but the fastag is not removed from hotlist by backend team, please wait for 48 hours your fastag will be surely removed from hotlist. We are sorry for the inconvenience caused".

Now it's been 20 days since I raised the request and still the previous Fastag Hotlist status is showing True. I am not able to buy a new Fastag due to this.
Not able to take my car out of the city by highway and am not able to take family on long distances.

I don't understand why the ICICI Fastag team is not removing the Fastag from the hotlist now the KYC is also done and there is no negative balance or any amount due left by the Fastag account owner.

I am extremely disappointed with the ICICI Fastag grievance redressal team. It is mental harassment for me to call customer care every 3-4 days and they give me fake promises each time I call.

Requesting the team to resolve the issue and remove the Fatstag from Hotlist at the earliest.

Please find attached a screenshot for reference and the complaint number provided by the ICICI Fastag customer care is CMP[protected] which was raised to the backend team.