National Highways Authority Of India [NHAI] — Was charged after waiting more than 3 minutes

Date of Incident: Oct 21, 2021
Place: Kappalur toll plaza, Madurai
Time: 18:59
Description: I was waiting for more than 5 minutes on fastag lane and still got charged. even after asking the staff that i cannot pay since the waiting period is more than 3 minutes. they were arguing that I should pay. They had poor way a treating the people behaving like bullies surrounding the car and shouting. I was asking for clarification they said they had nothing to do. and asked me to make complaint wherever I can. That was the second time I was charged this way.
Resolution: I want the issue investigated clearly. I want refund. I want the staff should be taught the way they should treat a customer.
They have large boards for collecting cash, but no single board or number displayed for Complaints . There should a person or authority to rectify issues then and there. Toll plazas still needs more reliable communication between people and staff.