National Highways Authority Of India [NHAI] — Fast tag was not scanned by toll and we have been charged extra

Fast tag was not scanned by toll and we have been charged extra. Also we have waited in queue for almost 7-8 min which is against the rule and in this scenario toll charges should be waived off but we got still charged. Explained the same to manager over call. He accepted the mistake but haven't received the refund yet. I would like to add additional that at toll cashier behavior was very rude and they were not bothered about fasttaga and keep on asking for cash.
Vehicle no. Rj14qc3583
Tc id rtc009