National Highways Authority Of India [NHAI] — Long waiting time and rude staff at Hatnoor, Vellore, Aurangabad, Maharashtra toll

Address:

Sr no 60/3, Plot no 5, Near Ganesh Mandir, Shivnagari, Bijalinagar, Chinchwad, Pune.

There was a long waiting time of around 40mins at a toll plaza at Hatnoor, Vellore, Aurangabad, Maharashtra. The staff seemed pretty loud and rude. According to the rule, I am not liable to pay the toll if it takes more than the threshold time on a toll track. The staff didn't seem to coperate. I had to pay the toll. If the staff doesn't know the rules, why do you have such a staff?? This is a terrible experience.
I want a refund of the toll. This is totally not acceptable.