[gsratta]

The issue has finally been resolved, was able to get through the customer care automated system, and to talk to a person, just confirmed the vehicle registration number, took a few seconds, and was informed that it was a technical issue, and it is resolved. Just checked the Paytm application and it was actually resolved. Thank you all for your valuable suggestions.

[manjubp]

Post going through this mail, I just disabled my auto debt for fasttag from my Bank account. This looks to be something technical glitch.
If paytm is not helpful, please rise a ticket in PMO's portal and address to Ministry of associated with Highways.

[d.w.w.]

Originally Posted by gsratta

The helpline automated system would not let me talk to a customer care person, instead it required me to raise the issue, in the Help & Support section of the Paytm Application. The result from the same was inconclusive. It doesn’t allow screenshots in the Help & Support section, so had to take pictures using another device.

These chat bots are becoming a big menace while trying to contact customer care. Most of the time, they show irrelevant content with no way to chat/talk to a human. But one thing I have noticed is that these bots can do much more than its menu offers, you just need to type in the content that is not in the menu.

Example 1: Wanted to disconnect my ACT broadband connection due to relocation. The bot didn't had this option, so I typed in 'disconnect service' and surprisingly it was asking the date on which I want to disconnect the service. After keying in the dates in the required format, the bot actually raised a disconnection request.

Example 2: Bought a grocery order from Flipkart and an item was missing. After going to the help section menu there was no way to raise an issue or talk to CS. Typed 'speak to customer care' and immediately it asked whether I want to chat or receive a call Selected chat and in the next moment I was connected to a real human.

[Sudarshan93]

Originally Posted by gsratta

Paytm Fastag issue- Today I received a text message from Paytm, that the Fastag of my vehicle has been blacklisted, due to insufficient balance, on checking in the Paytm application, I came to know that they had charged a whopping Nine crores ( yes that is true) see the attached screenshots. A popup came up to add ₹ 90000000/- to the Paytm wallet to continue using the fastag. Normal toll at the same toll plaza is ₹90. Contacted the helpline number, but it was not useful. How to proceed now. Please advise.

My suggestion is just buy another fastag, but not through PayTM. Easiest way.

[babhishek]

While I go through this, I wonder if there is a thread which talks about how to delist the tag and close the tag account on PAYTM?

That would be a very clear next step and helpful to many here..

[SLK]

Originally Posted by Shreyans_Jain

As much as I like the convenience of Fastag, it has gotten a bit out of hand. We have zero control over how much money we end up paying. In fact, most of the time, we don’t even know how much the toll amount being charged is. This has become an effective way for the government to raise toll charges with impunity. Here in north India, we end up paying Rs 2 per km as toll on an average, easily.

Toll is still a known charge often but with the expanded use of fastag it is becoming a bigger issue. I use airport and aerocity parking often and its is extremely confusing what amount will be deducted and whether to pay cash or fastag!

With private operators starting to get control of debiting your fastag, how long before parked cars are scanned for debits or rather just replicating/ duplicating the rfid tags.

Originally Posted by manjubp

Post going through this mail, I just disabled my auto debt for fasttag from my Bank account. This looks to be something technical glitch.
If paytm is not helpful, please rise a ticket in PMO's portal and address to Ministry of associated with Highways.

Absolutely, that is be biggest mistake. Never ever link your bank account with anything.

Paytm once issued me a fastag with a different car's number! I never used that tag and it was left in the drawer (for 2-3 years). One fine day, about 6 months back, I started getting debits on that tag which was in my drawer! I asked them to correct the number, which they refused to! and then I cancelled it!

Fastag customer support is sad! for most banks, I guess the govt. squeezed them for margins on fastags, and private operators cut down their costs.

It is actually the govt's problem, when their guidelines say L1 (lowest bidder) in anything, they are always going to get the worst service ever.

Originally Posted by babhishek

While I go through this, I wonder if there is a thread which talks about how to delist the tag and close the tag account on PAYTM?

That would be a very clear next step and helpful to many here..

I remember cancelling using the PayTM app itself, but can't exactly recall where the option was.

[aashishnb]

Looks like either there is a glitch or some type of hack.

My suggestion:
1. Complain to everyone possible in writing, including government ombudsman bodies.
2. Get the money refunded.
3. Cancel your fastag & get another one.
4. Make sure this is not reflected as unpaid or similar adverse comment on your credit score. If it does, get it corrected.

[cdrajeevkumar]

Originally Posted by Shreyans_Jain

As much as I like the convenience of Fastag, it has gotten a bit out of hand. We have zero control over how much money we end up paying. In fact, most of the time, we don’t even know how much the toll amount being charged is. This has become an effective way for the government to raise toll charges with impunity. Here in north India, we end up paying Rs 2 per km as toll on an average, easily.

I had used PayTM fast tag in my earlier car and whenever there was an auto debit at a toll booth I would instantly receive an SMS about the deduction along with the name of the toll booth. So at end of the journey you could calculate the total toll paid. I presume similar arrangement is in place currently too (I don’t use a private car anymore and hence not sure)

[TallBoy]

Good you could finally get it resolved.

I have a question: After this experience, would you still continue with PayTM or would you want to switch providers?

Originally Posted by gsratta

The issue has finally been resolved.

[nishsingh]

LOL. This is incredible.

To resolve the issue, put it on Twitter and tag PayTM and all the major media houses, news channels and newspapers. Pretty sure this will be resolved in less than a day in addition to numerous interview requests from media channels.

[OffRoadFun]

PayTM is a dangerous App. You could have thousands in balance which, if one is not careful, can be transferred without any meaningful safety measures.

I recently came across a case where someone borrowed an "acquaintances" phone to talk and misused to get an "instant" loan credited to his separate account courtesy of PayTM's loose restrictions, propensity to sanction instant loans. The person came to know after some time of the fraud.

Uninstalling PayTM is not a bad idea (I don't have one on my phone anymore) now that UPI based apps are ubiquitous and much safer.

[tushar_j]

It is extremely sad that you had to go through this experience. That got me thinking. I know some people who have their debit card directly linked to FasTag. So from a certain point of view, it is good that you kept a buffer between your savings and the tolls. Imagine what could have been swiped from your account if you did not have this buffer.

[Hells Bells]

I always prefer using a pre-paid wallet (e.g., PayTm) than using direct account debit. This insulates my bank accounts from intentional/unintentional harm. While I have been lucky in not having faced similar issues with my PayTm linked FastTag, this thread was useful reminding me that it is not always glitch free and the recourse available.

[Amity]

Congrats on resolution of your issue.

This is exactly what scares me about automatic toll collection without appropriate dispute resolution mechanism and accountability. While Fastag is convenient and shows us how technology can help in streamlining things, their customer support. / dispute resolution process is pathetic to say the least.

Here's what I am facing with ICICI Fastag. On January 02 this year, I received a message (around 8 in the night) about deduction of toll of Rs. 35 at Bahala Toll Plaza. I was surprised as my car was parked in building parking at Navi Mumbai. Further, I didn't even know where this toll plaza is and only upon a quick Google search, I got to know that this particular toll plaza is located in Rajasthan. I haven't been to Rajasthan in years.

This was particularly surprising as I had travelled through Vashi Toll Plaza (near Mumbai) only two hours earlier and amount was deducted then. I have been using my car in MMR since late 2021. I don't know how they can expect me to travel hundreds of kilometres in two hours (maybe hyperloop is there ��).

I thought it was just a technical glitch and when presented with cogent evidence, ICICI Fastag will refund the toll amount. Accordingly, I called their customer care on the next day and also, wrote them an e-mail along with all evidence.

It has been more than 5 months and still, no refund. They just keep giving template replies with no resolution at all. It's all an endless loop of e-mail correspondence. I have sent another email just now requesting for refund.

Their customer care number is also useless as they are not aware of action taken or won't pursue for resolution. They don't even tell about escalation matrix and just say that their manager is not there.

They have no accountability and everytime you talk to a different person who has to be explained everything despite having a complaint number. End of rant.

[i74js]

Originally Posted by gsratta

The issue has finally been resolved, was able to get through the customer care automated system, and to talk to a person, just confirmed the vehicle registration number, took a few seconds, and was informed that it was a technical issue, and it is resolved. Just checked the Paytm application and it was actually resolved. Thank you all for your valuable suggestions.

Good that the issue has been addressed, I have a parallel question, what will happen when I am on a highway and this happens, I will have to pay double the toll at all subsequent toll gates to continue my journey as my tag will be hot listed. Am I right? And in such case who will absorb the additional money that I will be paying at toll booths?
I believe there is no recourse.