NHAI — Stopped at the plaza for Tag blacklist reason even though Tag is not blacklisted

Website:

www.npci.org.in/what-we-do/netc-fastag

We have AXIS Bank Fastag card for our Vehicle no RJ14 UC 6738, we travelled from Jaipur to Udaipur on Oct 15, 2021 and at all toll plazas Fastag worked properly. During our travel back from Udaipur to Jaipur on 17 Oct 2021, till afternoon the fastag was working properly but on Raipur toll plaza on Jodhpur-Jaipur Highway this fast tag was read as backlisted . We checked status of our Fastag, it was active and had sufficient balance also . We contacted helpline 1033 they said fastag is fine but there is an issue with software at toll plaza, helpline Executive talked to toll plaza person and they let our vehicle clear from the toll. but afterwards at each toll plaza till beawar- kishangarh toll, our fastag card was seen as blacklisted and we had to contact on helpline again and again and this process took almost half an hour at each toll plaza . at Kishangarh toll they said that fastag on our vehicle is read as of some vehicle from Gujarat and at Thikariya toll plaza we had to pay cash ( double toll amount ) .

Due to this process our travel time increased to 11 hours . Stucking at each toll plaza with queue of vehicles behind us was a very embarrassing and troublesome experience . there was no respite from toll helpline and people at toll plaza .
Look into the matter and resolve this issue on urgent basis and refund the money that was taken from us although our fastag was active and had balance.