Paytm Payments Bank Ltd (PPBL) has facilitated refunds for 2.6 lakh FASTag users who were charged incorrectly by toll plazas in the year 2020 through its fast redressal mechanism. This mechanism identifies incorrect deductions and immediately raises claims to reverse the extra charges.

Despite FASTags ensuring automatic payment of toll charges, sometimes issues with systems & processes present at the toll plaza result in deduction of more than the applicable charges. To expeditiously resolve any such customer complaints, PPBL’s dispute management process thoroughly audits all customer complaints, associated toll transactions, and issues raised by the toll plazas. PPBL has successfully resolved 82 percent of cases on behalf of its FASTag users.

Satish Gupta, MD & CEO, Paytm Payments Bank Ltd said, "It has been our endeavour to empower our users with seamless & hassle-free travel on road. In this quest, we support our users in every possible way, including fast redressal of any grievance they face with toll plazas. We continuously strive to ensure that customers are always charged the correct toll amount and our teams remain vigilant against the unjustified charging at every step. The innovations that we have made in technology and the deep trust in our bank has helped us become the leading issuer of FASTags in the country. We aim to expand our services across the length & breadth of the country and contribute towards building fully digital journeys on highways."

Paytm Payments Bank is the top issuer and the largest acquiring bank under the National Electronic Toll Collection (NETC) program. PPBL enables faster PPBL FASTags purchase within minutes by only providing the vehicle registration number along with a registration certificate. Further, PPBL's customers do not need to maintain any separate FASTag accounts and login credentials. Toll payments are auto-debited from the user's Paytm Wallet which can be recharged easily. Also, customers can monitor FASTags affixed to multiple vehicles and their related transactions on the Paytm app itself.