National Highways Authority Of India [NHAI] — Regarding misbehavior and looting in toll

On 12th july my relatives were traveling from satara to pune for marriage function on kini toll naka ata around 12. Pm on lane number six which was fasttag our car stopped to pay for toll fast tag got scanned n money git debited... the toll both incharge person said u r fastag is blocked ( even with checking ) n asked them to pay in cash n started shouting as all the passenger were ladies they got scared paid amount ... very next day i took same car to enquire about same n asked for 160 rs refund .. ( i showed them the txt from fast tag company) they refused to pay me they asked me cone next time ... n become rowdy... in that situation i have to seat on road to just solv the problem...
After 30 min they refunded my money...
This kind of scam keep on happening...kindly look in to it
Even on google review many ppl mentioned they had same issue regarding this toll both ( kini toll bith...main problem is staffs behavior is not at all good ... we r paying the tax we r not refusing then y to be rude
Thank you