Confusion over FASTag Charges after Nitin Gadkari Asks NHAI To Issue It Free
Ever since the Union minister for road transport & highways, Nitin Gadkari, directed National Highway Authority of India (NHAI) to issue free of cost FASTags to people till 1 December 2019, the move has led to a lot of confusion among commuters over the payments. 
 
This is because all banks, especially private banks, have been marketing FASTag connections to their depositors. They offer easy access and uploading of verification documents, but have been charging a fee. This has caused many buyers to feel cheated; who are venting their anger in emails and on social media. 
 
A closeer look, however, reveals that banks are doing nothing wrong by charging, for the convenience that too as a deposit. Since the FASTag ensures an ongoing opportunity every time it gets used at a toll booth, some are also offering a carrot in the form of a cashback. 
 
So here is the correct picture on FASTag issuance for those who do not know how to get one easily. 
 
Mr Gadkari announced that FASTag will be available free of charge, this is only at all points of sale created by the NHAI. It will also be made available at other designated places with high potential of sales. "The ministry is submitting deposit money of Rs150 on behalf of the user for now. We are giving it for free to promote its use. We will see what happens on December 1,” the minister had said. 
 
 
The current mechanism of FASTag allows one hybrid lane which can accept cash and cashless mode of transaction. NHAI has been directed to ensure the success of the mandatory FASTag project by deploying the best technology. 
 
According to Mr Gadkari, the plan is to 'minimise waiting period' at toll booths; but, going by angry posts on social media, this is clearly work-in-progress and is a patch, at best. But that is another story. 
 
 
When it comes to purchasing FASTags by vehicle-owners, the story is clear. If you want it free, then you need to approach NHAI’s designated booths at toll plazas. The process of verifying documents is, indeed, tedious and involves a waiting time; but this is a benefit to owner-driven commercial vehicles and a good move by the government. 
 
Unfortunately, there are complaints that NHAI toll booths have stopped selling the FASTag after the minister’s announcement. So the minister proposes but NHAI disposes. Here are some complaints. 
 
 
 
 
For those who do not want to queue up, most banks have offered a good and seamless process allowing documents to be uploaded easily, but there is a charge. We found that though rates are similar and most banks require a deposit and prescribe a minimum rechargeable threshold, there is no standardisation. This, in itself, is not bad.
 
FASTag issued by certified banks can charge maximum of Rs100 for each tag, which is fixed by National Payments Corporation of India (NPCI). However, the actual tag issuing charges are defined by the bank and may vary from bank to bank. Some banks are now offering a cashback against the FASTag issuance fee as an added incentive. 
 
We found the following charges:
 
1. ICICI Bank: ICICI Bank is selling FASTag for car at Rs499.12. The pricing includes- Rs99.12 for tag issuance fees; Rs200 as refundable security deposit; Rs200 for first recharge amount in wallet when the wallet is being created (*2.5% cashback on transacting with ICICI bank FASTag on the national highway, valid till 31  March 2020).
 
2. Axis Bank: Axis Bank is waiving off the issuance fee for a limited period till 1 December 2019 but has a reissuance fee of Rs100 and a security deposit of Rs200.
 
3. HDFC Bank: HDFC Bank is selling FASTag for car at Rs400; the price includes Rs100 for tag issuance fees; Rs200 as refundable security deposit; Rs100 for the first recharge amount in wallet when the wallet is being created (*2.5% cashback on transacting with ICICI Bank FASTag on the national highway, valid till 31  March 2020).
 
4. Kotak Bank: No issuance fee till 1 December 2019; re-issuance fee Rs100; deposit Rs200; first recharge amount Rs200  (*2.5% cashback on transacting with ICICI bank FASTag on the national highway, valid till 31 March 2020).
 
5. State Bank of India: Issuance fee Rs100; security deposit: Rs200 and first recharge Rs100.
 
6. Bank of Baroda: Issuance fee: Rs100; deposit: Rs200; first recharge: Rs200 (*cashback of 2.5% for FY2019-20).
 
7. IndusInd Bank: Joining fee of Rs100 is waived off till 31 December 2019; reissuance fee: Rs100  (including GST); refundable security deposit: Rs200; first recharge amount: Rs200.
 
The top-up charges may vary from bank to bank and this difference can be seen on respective banks' websites. 
 
These charges may vary if one buys the FASTag online because the seller entity has also added cost of delivery which, by default, one needs to pay if one is buying products on Amazon or Flipkart. It is only fair that banks charge for the service. 
 
How To Recharge the FASTag
 
If the FASTag is already linked with the bank account, then there is no need to load money separately in a prepaid wallet. One needs to ensure that the FASTag-linked bank account has sufficient balance to allow for toll payments. If the FASTag is linked to a prepaid wallet (NHAI prepaid wallet), then it can be recharged through various channels such as payment through cheque or through UPI or debit/ credit card or NEFT and netbanking 
 
There is a cap on the maximum balance, which can be kept in the prepaid wallet. 
 
As per regulations, these limits are:
 
For Limited KYC FASTag Account-holder: This type of FASTag cannot have more than Rs20,000 in their FASTag prepaid wallet. The monthly reload limit is also capped at Rs20,000.
 
For Full KYC FASTag Account-holder: This type of FASTag account cannot have more than Rs1 lakh in their FASTag prepaid wallet. There is no monthly reload cap in this account.
 
While this is on the positive side, NHAI may like to look into issues that have led to complaints, such as delivery of FASTag; mistakes in vehicle numbers, etc.  These glitches, if true, will be a real sore point and will lead to accusations of poor implementation, like with MCA21 and the Goods and Services Tax (GST).  The problems exist with banks as well as NHAI.
 
Veeresh Malik, auto expert and Moneylife columnist observed certain things in implementation of the FASTag. He met several car owners to know real life experiences of FASTag. According to him, the entire process of obtaining FASTag should be easy for users.
 
He says, "Ideally, take a soft copy of the RC, and issue the fast-tag. An RF tag nowadays is a disposable item, the version used by NHAI has a bulk cost of about eight cents or Rs5, but we are being charged Rs200 and upwards. That's the first rip-off - the tag is the same, why is it priced differently? The Delhi metro Smart Card, for example, has a cost to customer of Rs10. Next security charge, what for? Once the RF tag is stuck to the windscreen, it can not be returned, so what security charge?"

However, paying all charges is just one part of obtaining the FASTag, Mr Malik says, adding, "A transaction for an airline ticket or a railway ticket or a Delhi Metro smartcard is immediate, with 1000s and 1000s of variants going. The FASTag has only seven categories or vehicle classes, and it still takes multiple uploading of documents and then at least five working days to deliver."

The scariest user experience, according to Mr Malik, is with new cars that are pre-fitted with a FASTag. "Many of the new car owners with pre-fitted FASTag may have preferred to pay cash at toll booths because either the toll booths are not equipped or they have had double debits (or paid twice). The best of toll booths report 25% of vehicles (mostly commercial fleets) and 38% of revenue from smart cards after two years of adoption," he added.
 
Consider this. 
 
 
Another scary issue is complaints that FASTag has deducted higher amounts, or deducted toll multiple times. See the twitter complaint below.
 
 
 
 
If this problem become widespread after 1st December, when FASTag is mandatory, it will lead to a public outcry and may force a roll back.
 
Further, the terms and conditions for FASTag are no available in the public domain by NHAI or NCPIL. This, he says, results in every issuer placing their own fine print - Paytm, for example, insists that the user has to start a Paytm account. "I have had past issues with Paytm and do not want to go near them," he added.
 
Remember, the system will be truly tested only after it becomes mandatory. And grievance redressal in India, especially by government bodies is notoriously poor.  
 
 
Another major issues is complaint redressal. While banks have jumped on to the FASTag sales wagon with alacrity, they seem to be washing their hands off resolution and redressal as is evident from HDFC Bank’s response above. 
 
Mr Malik, who once owned an IT company, says, "Today, the Delhi Metro does 6 million journeys per day, do you hear any complaints? IRCTC manages around 15 million per day and that also functions well or without much."
 
"I am all for electronic tolling, and revenue management, but the way FASTag is evangelising certain selective banks, and the way the fine print is rigged against the user, is something else again. Private car and single vehicle owners are going to be the worst impacted, " he added.
 
Finally, you have the usual problem with government agencies—pull a fast one when you can—so some booths are apparently still charging for the FASTag claiming free stickers are not available. 
 
Mr Malik says, "The easier way for FASTags would have been to sell them off the counter at multiple locations, trust the customer to buy the correct class, and catch the crooks. Using this present method is presuming that all customers are crooks. And last but not the least - any product or service in India that says contact call centre has to be treated like a curate's egg".
 
Our advice to such users is to get informed and not be fooled into paying more. 
  
 
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    COMMENTS

    Kamalakannan R

    1 week ago

    My car's Fasttag was excess debited Rs.450 on 26 Oct 2019 as I was on a home trip from Bangalore. It all unfolded when I received an SMS three days later on 29th that my Fasttag was blacklisted as it ran into a negative balance post that wrong debit. I raised a complaint with ICICI at once providing the details of my other debits on 26th at the other tolls and my RC and DL copies. The complaint is still open and the card is still blacklisted to date. My return trip on 03rd Nov was a nightmare, as I was forced to exit the Fasttag lanes due to this issue. More than the money part, it is the inbuilt lethargy in the system that I'm frustrated about. They aren't going to compensate for the inconvenience caused, neither would they apologize for this error. Consumers in India are royally minted by the system and I couldn't discover a means to escalate this matter to NHAI or within ICICI. Wondering what face or confidence have NHAI to force the consumers to go 100% Fasttag with this state of affairs, when they aren't able to run this foolproof with just one Fasttag lane currently.

    Krishna Kumar

    2 weeks ago

    You should openly state comments will be moderated and moderate it before publication , instead of removing them after it gets published.

    REPLY

    Sucheta Dalal

    In Reply to Krishna Kumar 2 weeks ago

    No comments were removed. If you mean Veeresh Malik's comments, we considered them important enough to add to the main report, with his permission. He is a regular contributor to Moneylife and an auto expert!

    Krishna Kumar

    In Reply to Sucheta Dalal 2 weeks ago

    I had posted a reply to veeresh's comment which appeared on site, its no where to be seen now. Veeresh's original comment is also truncated now, I guess part of it has been moved to the article

    Shantanu Ambedkar

    2 weeks ago

    This is another one of the government’s hair brained “ force down your throat” schemes launched with very little preparation and thought. I have been trying to get a Fasttag for my cars from HDFC Bank for the last 1 year without luck. They are forcing you to open a wallet for the same. I am not even aware as to how the scheme works. Plenty of experience globally of ERP systems - eg Singapore. Has anyone seen how easy it is to use the system there, to buy a card, recharge it etc? Clearly not. Aadhar fiasco all over again. Don’t they ever learn??

    REPLY

    Veeresh

    In Reply to Shantanu Ambedkar 2 weeks ago

    Why go all the way to Singapore, please see the Delhi Metro, please see the IRCTC website and wallet? In any case, if I am using a transaction to load the FASTag, why do I need a compulsory additional wallet as an intermediary?

    How Indian Oil Petrol Pumps Scam Customers: The Engine Oil, Coolant Scam
    I have been a customer of the Indian Oil-owned petrol pump, opposite the famous Siddhivinayak Temple (Mumbai), for decades. When I drove in on Sunday, 17th November at 11am, there was the usual query to check for engine oil and coolant. Since I had noticed that the coolant level looked rather low, I asked them to check it. Incidentally, I almost never allow attendants to check the oil and coolant, because my car is on an annual maintenance contract and I have once been a victim of another trick where a petrol pump started fuelling the car without waiting for me to check the meter reading and I was short-changed on fuel.  
     
    Instead of the quick top-up that I expected, we (Debashis Basu was with me) were told that the coolant in the car was almost over and what remained in the coolant section looked like it was diluted with water. This got us worried. Probably seeing the surprise on our face, the attendant spotted a sucker and was quickly joined by another to help him pull off the scam. 
     
    They opened the radiator section. Inserted a stick to check the coolant and with much head-shaking told us that even that too contained diluted coolant that needed replacement. We were told that we would need at least four litres of coolant and it was best to drain out the existing diluted coolant. 
     
    Since all this was happening in the open, we didn’t suspect anything wrong and agreed to change the coolant. They then drained the existing coolant into a plastic tray placed under the car and pointed out how it looked badly diluted! 
     
    When we asked for options to buy coolant, we were haughtily told: ‘This is an Indian Oil petrol pump; we stock only one coolant that is provided by the company, the famous brand ‘Servo’.’ This seemed good enough. More importantly, the coolant was, indeed, a much darker blue colour and more viscous, making the dilution story look real. 
     
    So, the attendants began to load up the coolant and had soon emptied as many as five bottles into the car. On hindsight, this should have raised some red flags. After all, we maintain our cars well and this had never happened in over 25 years of owning Japanese cars – Suzuki and Honda, which were always on annual maintenance contracts (AMCs). But when one has read blogs and news reports about service centres sending cars back with a quick clean-up instead of service, one ends up being distrustful. 
     
    So here we were, fuming and thinking that the petrol pump had caught a big service lapse. I sent off a written complaint to my service centre. That is when things began to unravel. The service centre promptly sent a mechanic on a bike and I learnt a few things with a live demonstration. 
     
    1. Honda cars use a particular brand of coolant that is non-viscous and of a lighter shade of blue. Hence, it looked diluted compared to the Indian Oil version. The mechanic had brought along Honda cars’ guarantee that the coolant would last for 100,000 kilometres. This was an eye-opener and important for people like me to know. So, there was no likelihood of depletion, unless there was a leak. On checking, it was clear that there was no leak. About the low coolant level, again Honda requires a certain low level and the plastic jar is supposed to be less than half full.
     
    2. I was also informed that the engine oil levels are another area where petrol pump attendants cheat people by claiming the level is low, when it is, in fact, what it should be. 
     
    Since the explanation by Mr More, the mechanic, seemed plausible, I asked him to accompany me to the pump to confront the franchise-owner and attendants. The owner, Mr Shukla, had left. Now, here’s something interesting.
     
    The persons who conned us were off duty. However, those present hardly seemed shocked at my story. When I asked Mr More to explain to them what he told me and fished out my bill as well as the photo of the coolant cans, they merely shook their heads and said that it was wrong to cheat me. One of them even agreed that he recognised me as a regular customer. 
     
    They mildly tried to tell me that I should come back the next day and speak to the owner; but when I said, I had every intention to file complaints and put it out on social media, they called the manager/franchise-owner, who quickly offered to refund the entire money for the coolant! I was also allowed to speak to Mr Shukla who also sounded apologetic and said he had asked my money to be refunded. Yes, for all five bottles. 
     
    This is probably the fastest refund I have ever received (of Rs1,478 ) that too when the coolant remains in my car(although I am not sure whether that is good or bad). 
     
    Clearly, the pump runs such a racket that they hoped I would take the money, be happy to retain the coolant and not bother to follow up with a formal complaint. That is what a vast majority of customers would, probably, have done. 
     
    Instead, I went to the Indian Oil website and sent a detailed complaint to the entire team listed there in charge of service stations as well as to the chairman. 
     
    Obviously, our public sector giant, Indian Oil, pays such hefty commissions on its lubricants, additives and coolants that it is very lucrative for petrol stations to incentivise their attendants to con customers. 
     
    To Indian Oil’s credit, I received a call as a follow-up to my written complaint. I was told that the Corporation does not encourage such practices and they would get back to me after a detailed investigation.
     
    Well, we can wait for an answer; but I find it difficult to believe that this fraud is not known to the organisation. Such brazen cheating has a way of getting back, at least through company executives and others. 
     
    Those who understand technology or how financial scams work are usually surprised at how people are conned into losing money by asking them to part with a PIN number for click on some QR code. 
     
    Similarly, automobile buffs, who read the fine print in instruction manuals and take pleasure in poking under the hood of their cars, would find it amusing that people can be scammed at petrol pumps to load up on coolant and engine oil that is not necessary. 
     
    As they would point out, the high-level technology of modern cars has an in-built system of beeps and alerts for anything that goes wrong and, probably, protects a majority of car-owners, especially when their vehicles are under annual service contracts that actually work (a quick Google search would show you that is not a guarantee too). I am told that if the coolant in my car had really dipped below what it should have been, the car would have sent me a signal—another lesson learnt!
     
    For somebody who is involved in spreading financial literacy, this was a hard lesson in some basics about cars and the importance of reading the manual! And that sarkari organisations are just as likely to con you as private ones.
     
    On Wednesday morning, I received a call from the same representative of Indian Oil, who claimed to have investigated the matter and said they could not find any concrete proof of what happened. On why the money was paid back in such a hurry, his answer was that it was a “service gesture” by the petrol pump dealer. On asking why they need to replace five litres of coolant – he began to make excuses for the attendants. I have asked for a written response.
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    COMMENTS

    Vasudevan

    1 day ago

    Indian oil outlets do cheating more than others , I have allways make sure i dont go to an indian oil pump for last 20 years

    Goutham Somayaji

    2 weeks ago

    I fill petrol in Shell always they ask for oil check but i never allow them to check as i know they tell wrong thing to do their sale. Even the service centre are the same .

    Pranav Mankermi

    2 weeks ago

    That's right! Has happened with me at the same pump many, many years ago! BTW, the pump was even shut for quite a long time a few years back, on some other alleged fraud. Shutters were down for many years, I guess. Finally reopened. But old habits die hard. I switched to tanking-up from company-owned Bharat Petroleum (Ravi Auto Services) opposite Mayfair Banquet since quite a few years. Cars' average improved drastically! Clearly indicating quality and quantity.

    REPLY

    Sucheta Dalal

    In Reply to Pranav Mankermi 2 weeks ago

    good to hear. That is the other pump I fill from, so I will ensure I stick to it! And indeed, I have never been hounded to check oil, water and coolant at that pump!!

    Neelesh Goyal

    2 weeks ago

    Thanks for sharing this Ms. Dalal and your service in unearthing all sort of scams is deeply appreciated.

    DILIP CHIMANLAL MODI

    3 weeks ago

    I too have stopped oil /coolant top up at pumps and got an AMC.

    sundararaman gopalakrishnan

    3 weeks ago

    Thanks for this..Many car owners are blissfully unaware of these kind of things and will really appreciate this

    R V RAU

    3 weeks ago

    Can someone please do an RTI query on Indian Oil, HP and BP.

    How many cases of petrol pump adulteration have been reported. How many have been investigated. Classify them by the quantum of penalty applied.

    How many cases of tampered pump meters (under filling) have been reported. How many have been investigated. Classify them by the quantum of penalty applied.

    sanjay nagaraj

    3 weeks ago

    Really eye opening, Thanks for sharing....

    saurabh bhoot

    3 weeks ago

    Thanks for sharing this.
    I am also one of the victim in the past though at another petrol pump of Indian Oil

    S K Nataraj

    3 weeks ago

    This shows that cheating has become a way of life, even in Government owned Corporations. it\'s a big shame.
    The BSNL has not refunded me my deposit for the surrender of my Landline, a year and 11 days ago, on 9-11-2018.The DGM(Grievances) informed me that she had no power to order refund of my deposit, but said she spoke to the K. K. Nagar (Chennai) Exchange, but was told by them, that the refund would take time, as the Corporation had paucity of funds. It is over a year and how much longer do I have to wait? Or do I have to write-off the deposit due (about 5000 Rs) to me, and curse my fate!

    3 weeks ago

    I am shocked and not surprised. I used to regularly fill diesel from the Indian Oil Petrol Pump in Bandra West (Kini's causeway). I used to praise their additional 'services' of checking coolant, water, etc. And I have been adviced to change the coolant many times. All along I cursed the make of my car (I have been driving Tata Cars and have been plagued by many issues and I reconciled that coolant was one more issue). Now, my eyes have been opened to the fact that Indian Oil Petrol Pumps use this particular practice to con the customers. It also dawns on me now, that for the last 18 months, I have started filling diesel from a HP Petrol Pump about half a km from Kini's Causeway and I have not had to change the coolant even once. Thanks Moneylife, for the eye opener/

    Newme

    3 weeks ago

    I drive car and minivan in USA here in India I use autos and ola.
    My comment may not be popular here.
    Oil change is required after 5000 miles and coolant change after 50000 miles or 5 years.
    In between if needed check lights would come and mechanic would give the recommendations.
    Scam artist merely noticed a car novice and took you for a ride.
    We all have faced such incidents while dealing with cunning professionals - Building contractor who inflates the bill, plumber who uses spurious parts, Electrician who simply replaces the fuse but over charges, Doctors who suggest unwanted surgery, Stock broker who ill advises. We are living in a scam society. What to do?

    navdeep uppal

    3 weeks ago

    Ms. Dalal, I would tell you another scam which is going on unchecked at all franchisee run pumps which is under filling by about 10 %. Whenever I used to get fuel filled at franchisee run pumps, my car would in variably give lower average. I then switched over to company owned company run fuel pumps, my average fuel consumption was always higher by about 10 %. Fortunately we have three HP company owned fuel pumps between Bandra and Ville Parle on main SV road. It may not be possible for others to always go for company owned company operated pumps. May be you can check it for your self by switching over to company owned company run pumps for a few weeks and see the difference in consumption.

    Meenal Mamdani

    3 weeks ago

    Ms. Dalal, you have done enormous service to all Indian citizens by exposing the frauds that have been perpetrated in the financial system.
    MLFoundation cannot be a crusading organization for the scams in various services/industries that an average citizen interacts with daily in India.
    PLEASE, I entreat you to encourage, support and facilitate organizations similar to yours, that are supported by paying members and have a paid staff (paid adequately at market rates) to investigate and publicize the scams that are taking place in various areas in the Indian economy.
    These are truly Augean stables and need a lot of crusaders like yourself but focused on different industries/services.

    Saurav Gupta

    3 weeks ago

    nice post...eye opening 👍

    CIBIL Admits Issue with Credit Data But Has No Answers on Static Credit Score for Months
    TransUnion CIBIL Ltd (CIBIL), the first company to start tracking credit data of individuals in India, has admitted to “an issue with the credit data” that led to a significant reduction in the credit score. Despite this discovery, which Moneylife has been pursuing for several months, CIBIL’s stand is that "all is well" with its systems. 
     
    In August 2019, right to information (RTI) activist Girish Mittal had pointed out, with his own example how CIBIL can mess up the credit score of an individual.
     
    His credit card application was rejected citing low credit score when he had absolutely no default.
     
    "I was in a state of shock because the last time I checked my credit score, in 2018, it was 800 plus, which is classified as excellent credit score. I have 100% record of making timely payments of all bills, credit card and loan dues since beginning of my career, spanning almost 25 years. I have no outstanding loans, delays or defaults. I have cleared all my loans before time. I checked with friends in the credit industry and nobody could point out the exact reason for lowered credit score," he had said.   
     
    After repeated efforts to get an explanation from CIBIL, Moneylife received a reply on 3 September 2019 saying, "With reference to the consumer grievance cited, the CIBIL Score change in this particular instance was a result of an issue with the consumer's credit data, which we identified and corrected immediately.
     
    There was no issue in the score computation methodology and change in the score was the result of the data correction...The score is dynamic and will change based on the individual's month-on-month credit activity and payment behaviour."
     
    A similar response was sent to Mr Mittal on 18 September 2019. He was told "...the CIBIL Score change in this particular instance was a result of an issue with the credit data which we identified and corrected immediately. There was no issue in the score computation methodology and change in the score was the result of the data correction."
     
    This did not ring true, because, Mr Mittal’s bank, which was Axis Bank in this instance, does not show any delay or mistake in what it has reported to CIBIL. Yet, Mr Mittal's credit score had dropped from 800 plus to 662 from 800 plus. 
     
    He has now received a response from CIBIL saying: “Reference your queries, the CIBIL Score change in this particular instance was a result of an issue with the credit data which we identified and corrected immediately. There was no issue in the score computation methodology and change in the score was the result of the data correction. The quality, accuracy and security of the data we collect and maintain is paramount to us and we continue to enhance our processes, systems and technology to provide reliable solutions and services to our members and consumers”.
     
    That is all very well, but why has CIBIL been dodgy for months? In an email to CIBIL, Mr Mittal has said, “This is the first time you have admitted that there was problem in data at your end, which you have rectified. This is not as if somebody decided to play mischief with my data - there is systemic issue, which could have affected credit scores of thousands of individuals - having disastrous effect on their financial lives!!!”
     
    Credit score is a 3-digit number generated by credit information companies (CICs), in the range of 300 to 900, with 900 being the best, is supposed to decide whether you will get a loan and at what interest rate. Everything like a credit card or a home loan is dependent on your credit score and, hence, it is imperative that the scores are calculated and reported correctly.
     
    CIBIL says the credit score is calculated based on the credit history of an individual over past 24 months. The score is dependent on a combination of factors like credit utilisation; type, amount and duration on credit facilities availed; month-on-month credit payment behaviour; delinquencies and defaults; written-off or settlements on credit facilities and also the credit history on loans guaranteed or co-owned by the consumer. The score is dynamic and will change based on the individual's month-on-month credit activity and payment behaviour, it adds.
     
    However, what Mr Mittal found there was no change in credit scores for months together for him and his wife. He says, “CIBIL says credit score is dynamic and will change month on month with credit consumption and repayment behaviour. My credit score has not been revised since 30 July 2019 and my wife's score has not been revised since May 2019. Again your (CIBIL) statement is full of fallacy and points to errors in your systems and procedures.”
     
    In his previous article , Mr Mittal has raised the issue of free credit report per year that would be provided by credit ratings agencies. A circular issued by the Reserve Bank of India (RBI) with number DBR.CID.BC.No.11/20.16.042/2016-17 dated 1 September 2016 mandates CICs like CIBIL to give one credit report annually to individuals annually in the same manner it is given to lenders. The lenders get downloadable copy of credit information report, however, CIBIL consistently refuses to give the report in downloadable format, the way it is available to lenders, he had said.
     
    However, till date, according to Mr Mittal, CIBIL continues to provide only credit score and not the report. In his email to CIBIL, he says, “You have not given any response on your not following RBI directions on giving pdf report once a year to all the users !!! You just provide credit score, not credit report as mandated by RBI!”
     
    Credit score only provides only the ranking based on your credit history between a range of 300 and 900. On the other hand, a credit report provides all details related with credit, repayments, delays and defaults of the individual. 
     
    We have sent an email to senior officials of TransUnion CIBIL. We will update this story as and when we receive a response from them.
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    COMMENTS

    Sanjay Vetal

    2 weeks ago

    CIBIL report is like supreme Court order for lenders, but does CIBIL has same sanity as SC

    B. Yerram Raju

    2 weeks ago

    Unfortunately, Banks and NBFCs heavily, rather solely, depend on CIBIL rating for credit risk assessment. Since 98% of micro and small enterprises are proprietary CIBIL score is the only credit rating instrument for them. All of them are a deprived lot!!

    J D VIJAY KUMAR

    4 weeks ago

    I request RBI and All Bank's not to depend on CIBIL report for Loan process, Personal profile, Bank transactions, Personal Discussion, Co Applicant to be considered for loan process...Only CIBIL report is not always Right.

    atul wade

    4 weeks ago

    Most of time bank employee doesn't understand cibil report and try to insult the applicant or account holder. Please give the proper training to officials that they understand the cibil report. Transunion cibil report is one sided authority ,data given by lending firm is not always right. Sometimes lending firm try to threaten to person taken loan from there finiach company and take excessive amount of charges which is 100times greater than principal amount. Please have some logical view and consideration.

    Arun Kumar Saha

    4 weeks ago

    After reading this scary story, I checked my CIBIL score which appears low. This score was last updated on 30/08/2019. The reason for law score is mentioned as - Accounts with irregular payment history is a risk factor to lenders. Timely payments in the future will contribute to a gradual improvement to your CIBIL Score. Surprisingly, I dont have any outstanding loan, and I always made full payments of my Credit card dues timely without any single instances of miss. Can you please help me to resolve this issue?

    REPLY

    ANIRBAN TARAN

    In Reply to Arun Kumar Saha 4 weeks ago

    You could try accessing your Experian report as well . If you see similar issues, then the problem is probably with reporting data from financial institutions.

    If your Experian report has no disputable information, then the issue is with CIBIL and you could raise a dispute online with CIBIL.

    ANIRBAN TARAN

    In Reply to Arun Kumar Saha 4 weeks ago

    For resolving the discrepancy, you could try raising a dispute thru CIBIL website.

    Arun Kumar Saha

    In Reply to ANIRBAN TARAN 4 weeks ago

    Unfortunately I didnt see any proper way in their website for this kind of issue redressal. You can report only if you have dispute only one (or few) creditor, that will work if you know the origin of discrepancy. In my case, all I have is some vague statement from Cibil

    ANIRBAN TARAN

    In Reply to Arun Kumar Saha 4 weeks ago

    Please try Experian. If the data reported there is correct, then you can write to CIBIL by postal mail.

    ANIRBAN TARAN

    In Reply to Arun Kumar Saha 4 weeks ago

    https://www.cibil.com/self-service-portal/viewGeneralQueryFormAction.action

    ANIRBAN TARAN

    4 weeks ago

    I checked CIBIL score today and it looked odd as it was stuck at the same number as last year. When I opened the report, I saw that the last reported data was from June of last year, even though I have been using the Credit Card and making payments.

    I then checked the free Experian report and it is up-to-date. Not sure who is at fault as one credit bureau has updated payment information whereas the other doesn't. Hard to imagine that my Bank has not reported information to all credit bureaus but who knows?

    What makes it harder is that one cannot raise a dispute on data with agencies (at least online) that is not yet reported, Decided to open a case with my Bank's CC division as a start-off. Even opening a case with my Bank online was frustrating as they have no drop down lists that relate to credit information or credit reporting. I have opened a case under a different heading, and hope that the case will assigned to a appropriate personnel for resolution.

    REPLY

    Sucheta Dalal

    In Reply to ANIRBAN TARAN 4 weeks ago

    This is something that can be agitated as a group by putting together enough of information and data of multiple cases where CIBIL has it wrong and Experian is correct

    ANIRBAN TARAN

    In Reply to Sucheta Dalal 3 weeks ago

    After I exchanged few emails with CIBIL, My CC data got updated along with updated Credit score.

    ANIRBAN TARAN

    In Reply to ANIRBAN TARAN 3 weeks ago

    I received a call from CIBIL stating that unless I click on the Free Credit Report under "My Account", the data does not get updated. This was weird but that is what happened with me last evening. After I clicked on the link for Free Credit report, my score and data was updated instantaneously. I do not know what kind of policy or rules CIBIL is following as Experian has no such rules or issues. Credit Score maintained by CIBIL should be dynamic and should not require consumer input for updation!
    Another point is that, they do not provide any PDF of the Credit Report, just a HTML version unlike Experian.

    I guess if you are experiencing static scores, then click on the free credit report link under "My account", and then go to your dashboard for the updated score.

    Sanjay Vetal

    4 weeks ago

    CIBIL with it's fabricated data and suspicious reports has ruined the life of middle class in India. Due to their false score I am not able to raise even 50000 loan from banks. There should be a governing agency to look into operations of such agencies.

    REPLY

    Sucheta Dalal

    In Reply to Sanjay Vetal 4 weeks ago

    Request you to see the details posted by MDT below. We would like to hear cases posted by most writers in detail. Would request you to email us at [email protected] for a follow up.

    JOBBY

    In Reply to Sucheta Dalal 3 days ago

    Grievances against bank can be escalated to higher authority and even RBI has a portal now for this. But there is not such grievance escalation for credit reporting agencies. Even RBI portal has not category to complaint against them.

    JOBBY KUNJACHEN

    4 weeks ago

    I am in similar situation. My CIBIL score droped from 840 to 800. CIBIL and CRIF says credit utilization limit is highly influential on my score yet they accept data from HDFC bank which does not report credit limit to credit bureaus. Their convenient excuse for all queries is contact the bank. My question how CIBIL and CRIF can calculate credit utilization limit if the bank does not report the credit limit. HDFC bank has also conveniently said it is their policy to not report it. How can HDFC bank report what it prefers and how CIBIL CRIF can accept data with missing information from credit granting agencies such as bank can refuse to provide the important information.
    If I am not mistaken banks such as HDFC and other are also shareholders of these consumer credit bureaus and have a vested interest in making consumers suffer for no fault of theirs.
    It is also ridiculous that an industry has been built on consumer credit data and yet consumer has side stepped and harassed in determining the authenticity of their own information. It is time that the consumer disputing the data should be accepted as such and burden of proof be on credit granting institutions.

    Hyder Mirza

    4 weeks ago

    Is there a way I can contavmct cibil an email address or something because I raised Multiple disputes from personal info to professional info and had been expecting a change for over a year and half but there is not a single chnage.The funniest thing is I am working at a company which I am not at all aware about and the second most hillarious part is my contact number belongs to someone whom I dont know at all, I tried to change this information over and over again but I guess no one actually works at CIBIL.
    I just need to an email to contact them or atleast a phone number if no one responds on email.

    REPLY

    ANIRBAN TARAN

    In Reply to Hyder Mirza 3 weeks ago

    [email protected]

    M D Khattar

    4 weeks ago

    Whom to complain if you dint get even information on your credit score , let alone the report
    Also in case you are no longer a Director in a company which has a history of delayed payments , how much longer your score highlights the default?is there no time limit

    REPLY

    MDT

    In Reply to M D Khattar 4 weeks ago

    Mr Khattar,
    Request you to tell us more about not getting information on credit report.

    Just for information...

    You can get the credit report online. There are four credit bureaus in India, CIBIL, Experian, CRIF Highmark and Equifax. Here is a link to avail your credit report online from CIBIL by paying a fee
    https://www.cibil.com/online/credit-score-check.do

    Here is a link to obtain your free credit score/report from CIBIL https://www.cibil.com/freecibilscore (this is one report/year)

    Another way is to ask the bank to give you copy of your credit report, if you had applied for a credit card/personal loan etc in recent past. As per RBI circular on 24 June 2009 (http://www.rbi.org.in/commonman/English/scripts/Notification.aspx?Id=455 ), a borrower, whose loan application is processed by the credit institution/ bank can obtain his credit report by paying Rs50, from the lender.

    Harish

    4 weeks ago

    What is RBI doing when CIBIL is violating its directives?

    bhaveshh manekk

    4 weeks ago

    CIBIL is useless. I had settled my credit card account in 2003 and in 2010 bank sold my settled account to third party as NPA and today it is showing an outstanding over 40 lakh on my name in CIBIL by that third party. I have raised dispute in CIBIL about the same and submitted my settlement letter and CIBIL give me resolution that third party is not agreed with dispute so contact third party. I wrote to CIBIL that why you want me to go to third party whom I don't even know , evidences of settlement I have submitted to you so if you want you can confirm with bank and if bank confirm the same than do the corrections as per law in my CIBIL account and I also asked a question to CIBIL that when you updated my account with huge amount of outstanding on information by third party , have you confirmed with the bank that outstanding details are correct or not ? CIBIL did not reply me on that till now. I have consulted with my legal advisor and output came that first bank cannot sell settled account as NPA because bank have issued full and final settlement letter. Secondly damage to my profile happened because outstanding amount of displayed on CIBIL and after submitting all evidences if CIBIL refuse to do corrections than CIBIL also is at legal fault. Now I have started legal proceedings against bank for selling settled account as NPA and CIBIL for updating unverified outstanding on CIBIL on my name and for not taking any action instead of providing all evidences and documents.

    REPLY

    Subhabrata Datta

    In Reply to bhaveshh manekk 4 weeks ago

    you need to file a complaint with Consumer forum as well file a complaint of extortion. These Banks in collusion with CIBIL have made it a habit to make changes, modify accounts, sell account to 3rd class ARC's like Phoneix , who then brilliantly carry out the process of extortion. RBI of course is blissfully asleep.

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