National Highways Authority Of India [NHAI] — Toll booth not working, long queue time, and staff misbehaviour

Yesterday, I was travelling from Mysore to Bangalore with my family. We were crossing Sheshagirihalli Toll Plaza at around 8:30PM. Firstly, we went to toll lane 11 and were in queue. After almost 2-3 minutes, person 1 (in attached photo) asked us, along with the vehicle in front us, to move back as his toll booth was not working. Then when we went to lane 10 there was another vehicle infront o[censored]s. His fastag was not working and taking long to process because of which were again in queue for another 5-7 minutes. Then we asked person 2 that as per NHAI guidelines that either if toll both not works (2018 GR Notification) or waiting time is more than 10 seconds, we are not paying for the toll booth and let us pass. My father told person 2 to let our vehicle pass through, for which he noted down number of vehicle in front o[censored]s and then blocked us. He said who will pay Rs. 270 for vehicle in front of you? I told how you want us to pass through the toll booth without removing the vehicle in front o[censored]s? And he started talking rudely with myself and my father infront of my wife and mother. We continueously told him we won't pay for the toll booth because of your toll booth malfunction as well as exceeding our rightful 10 second timeline. He, along with person 1, brought more guys and again started talking rudely to pay toll fees for ours as well as vehicle infront o[censored]s. We felt being threatened and he misbehaved for another 20-25 mins. And in the end, person 2 noted down our vehicle number and let us pass through. While on road as well as after reaching home I raised complaint of this staff behaviour with NHAI under complaint numbers: 8191219 and 8191840 at toll free number 1033. We were told action will be taken against their staff person, to which our surprise, my toll fee got deducted at around 10:45PM. Below are the details of transaction, my vehicle and contact number:
Transaction ID: [protected] (Amount: Rs 70)
Car number: PB21G0099
M: [protected]
Name: Amritpal Singh