Where to Complain About ETC Duplicate Charges?
3 Answers
If there is a duplicate ETC charge, it is recommended to first call the ETC customer service hotline to report the situation to the customer service representative; then, go to the bank to print a detailed statement of the transactions and provide it to the ETC service center staff for verification. ETC Usage Precautions: The ETC transaction sensing range is 8 meters. When encountering a vehicle in front that has stopped, to prevent issues such as a malfunctioning ETC device or the absence of an ETC device in the leading vehicle, maintain a distance of more than 10 meters to avoid automatic sensing and paying for the leading vehicle. The ETC lane recognition speed is 20km/h. If the vehicle speed is too fast, the system may fail to read the vehicle's device information, resulting in a failed charge. Unauthorized removal or movement of the OBU device, or if the ETC electronic tag falls off or becomes loose, may cause the electronic tag to become invalid. In such cases, the device can be taken to the bank where the ETC card was issued or to the highway service center for inspection. If the loosening or detachment is not due to human interference, reactivation may suffice. When using a debit card linked to ETC, insufficient balance may lead to a failed charge. In such situations, follow the guidance of on-site staff and proceed to the manual MTC lane, using cash or card payment for passage. Excessively thick car windshields may cause poor signal reception. This is particularly relevant for vehicles that have undergone windshield replacement after accidents or those with modified front windshields.
As an experienced driver who frequently uses highways, I've encountered multiple instances of duplicate ETC deductions. This is quite a headache. I recommend immediately checking your ETC transaction records through your linked banking app to confirm if there were duplicate charges. Then directly call the customer service hotline of your ETC issuer to file a complaint—for example, since mine was issued by Bank of China, I call their dedicated ETC line. Additionally, contact the 12328 transportation service hotline, and they will forward your case to the local highway management department for resolution. During the process, be patient and provide details like your travel time, route, and screenshot evidence. Refunds are usually processed within a week. I've made it a habit to check my bills monthly to avoid issues caused by device malfunctions. While the highway system occasionally makes errors, the response to complaints is prompt. If delayed, accumulated fees could lead to greater losses.
As an ordinary car owner, I find it most annoying when the ETC system overcharges, affecting household expenses. Simply put, first check the transaction details through the ETC app or mobile banking to confirm any duplicates. If found, use the app's online complaint feature to submit the issue. If that doesn't work, search for the 'China ETC Service' official account on WeChat and use its complaint entry to describe the situation. Calling the 12315 consumer hotline is also effective, as they can help expedite refunds. Keep screenshots of the toll gate passage or invoices as evidence, as system upgrades often cause such issues. I make it a habit to verify my transactions monthly to prevent similar troubles. Resolving such issues requires patience and may take a few days, but complaints are usually successful—don't hesitate to take action and investigate.
