ICICI Fastag — toll charged double by cash and tag read

Website:

fastaglogin.icicibank.com/CUSTLOGIN/Pages/Complaints/TrackComplaint.aspx

I raised request to the bank to check double payment at athur toll plaza (Paid by cash, also charge deducted from fastag). More than 20 days gone, still bank not returned money to my account, there was no option to escalate issue to next level. Its very difficult to contact the customer care also.
The bank requested document also submitted online itself

Complaint reference number:cmp[protected]