National Highways Authority Of India [NHAI] — Abusive staff at Toll plaza after Sagar (MadhyaPradesh)

We were traveling from Sagar to Narsinghpur and we were held up at the Toll Plaza for 25 minutes on 15th Oct 2021 at 4:00pm saying that the shift is changing. When we spoke to the people, they were unapologetic about causing harassment to normal public and said...whatever you want to do you go and do.
Am ashamed that where wetalk about fasttags and zooming past using technology, our people and basics have been forgotten.
Why can't we have a solution of manual system and smooth transition? Where does this money collected from us go?