Sir,

On Feb. 15, 2025, while travelling from Mysuru to Bengaluru, my vehicle was denied passage at Gananganur Toll Plaza. The staff claimed I had insufficient balance and demanded double payment. However, my SBI FASTag balance showed Rs. 1,460. On request, the staff allowed me to take U-turn in the last lane to contact customer care.

Upon speaking with customer care, I was assured that my FASTag was active and advised to try another lane. I faced the same issue again, causing a long queue behind me and frustration among other drivers. To avoid further delay, I paid Rs. 350 (double toll fee) and proceeded.

Later, customer care informed me that my FASTag was blacklisted and asked me to re-upload KYC documents. Despite multiple attempts over three days, the SBI FASTag portal failed to process my upload due to server issues. The FASTag agency in Mysuru also confirmed server-related problems.

Interestingly, I had missed a route on a previous occasion, passing through additional tolls that left my account balance negative. I promptly replenished the amount, which was later adjusted. However, I received no prior intimation about the blacklisting or the negative balance resolution.

Many of my friends have also received repeated requests to re-upload KYC documents. Such inefficiencies by FASTag authorities cause unnecessary trouble and embarrassment for commuters. Even now, I am unable to log in and submit my KYC documents online. I urge the authorities to adopt a more user-friendly approach to prevent such issues in the future.

 — Vijay Hemmige,  Vijayanagar Railway Layout,  19.6.2025

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