National Highways Authority Of India [NHAI] — Regarding KYC

I am holding a fast tag for which I am trying to do KYC. I tried to do KYC several times but got rejected stating various reasons like photo not clear, pin code mismatch and the last being mis match with profile name and document. My profile name is not having initials where as the document is having initials. I tried to edit the profile name but it is not possible. My fast tag is having negative balance, so am I not able to cancel. I called up 2033 but they are asking for a document matching with my profile ID, but am not able to produce since all my documents are having initials or initials in expanded form. I am in a soup now, unable to recharge or cancel or do KYC. PLEASE HELP