Business Profile

Toll Booth

SunPass Operations / Department of Transportation

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Complaints

This profile includes complaints for SunPass Operations / Department of Transportation's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

191 total complaints in the last 3 years.
63 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:08/12/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My tag was stolen from work. The dealer that stole it ran tolls. I disputed the invoice. I provided a police report. Sunpass denied my dispute. I've called several times and haven't been able to talk to a human. I filed another dispute 6 days ago. I still have not heard from sunpass.
Business Response
Date: 08/13/2025
The customer has been contacted, and the issue has been resolved.
Customer Answer
Date: 08/13/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******* ******
Initial Complaint
Date:08/03/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Sunpass sent me a toll violation letter for a a vehicle with Fl plates that I do not own. Violations had been going on for several months apparently since money owed exceeded $400.00. I immediately went online and disputed. I also called and was told violations went to collections and directed there. That was no help because my name doesn't match registration. Month 2[July 2025] I go through same process. Sunpass won't help because it was sent to collections. I filed dispute that replied that this was resolved and that I need to pay. It is now Aug 2025 and received another toll enforcement notice and I filed another dispute. I feel like I am being harassed at this point due to the incompetence of this agency to properly do their job.
Business Response
Date: 08/05/2025
The customer has been contacted, and the issue has been resolved to his satisfaction.
Customer Answer
Date: 08/05/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** ********
Initial Complaint
Date:07/28/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I received an FDOT toll enforcement invoice (#**********) from SunPass in the mail on July 6, 2025 regarding account #*********. I have a transponder through E-Pass attached to my vehicle that is used at all times. I reviewed my E-Pass statement for the time period of the violation and found I was charged on my E-Pass account for this toll. I went to the website to file a dispute and received an email confirmation (service request number #1-14010214100) response stating I would receive a response in 2 business days.I did not hear back from anyone, and still have not to this date, but did receive another toll enforcement invoice (#**********) in the mail, with additional fees of an administrative charge. I contacted SunPass on July 24th to follow up on this and was told that I need to contact E-Pass. I filed another online dispute with SunPass on July 24th as well and received another email confirmation (service request number #1-14010214100).I contacted E-Pass customer service and the *** on the phone told me she does not see E-Pass charging my account for the toll. I tried to tell her I can see it on the statement as I am looking right at it as we talked and read it off to her multiple times. She said I can write an email to dispute. I sent an email to dispute on July 28th to EPass.Attached to this email is the E-Pass statement with the toll charge highlighted. I have also attached a picture of the SunPass invoice received with the toll charge on ***** you can see, both charges are for the exact same toll. I was charged for this toll and should not have received a SunPass invoice. I am requesting the SunPass invoice be withdrawn and any and all fees accessed removed. I would also request immediate resolution since I continue to be charged additional fees.Invoice #********** $3.06 Invoice #********** $2.50
Business Response
Date: 07/29/2025
I have called the customer and left a voicemail and emailed the customer today, 07/29/2025, providing a resolution.
Customer Answer
Date: 07/30/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Thank you very much for the prompt and professional assistance.
Sincerely,

******* *****
Initial Complaint
Date:07/07/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am filing this complaint regarding a toll enforcement notice I received from SunPass for a vehicle I do not own and have never operated. The notice is for a semi-truck registered in *******, and I reside in a different state and have never owned or driven a commercial vehicle of that type.I have disputed this charge multiple times through SunPasss official channels and clearly explained that the vehicle in question is not mine. I spent hours on the phone with the Department of Revenue in GA and obtained a letter from them stating the vehicle is not registered to me nor has it ever been. Despite providing this information, SunPass has failed to correct the error and has now escalated the matter by sending it to collections, which is completely unwarranted and damaging to my personal records.This situation is incredibly frustrating and unprofessional. I am being held responsible for a toll violation that I have no connection to, and SunPasss failure to resolve this issue despite multiple contacts demonstrates poor customer service and a disregard for due diligence.I am requesting the following resolution:1.Immediate removal of the toll enforcement notice and all related charges from my name.2.Immediate withdrawal of the account from ********************* confirmation that this issue has been fully resolved and will not affect my credit or records in any way
Business Response
Date: 07/10/2025
Contacted the customer in reference.
Initial Complaint
Date:06/27/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have attempted to remove a vehicle that does not belong to *************************** is refusing to do so & is forcing me to pay for someone else's vehicle. I have paid for my ************** applied it to another vehicle and advised that the only way to remove the vehicle is to pay for the other vehicle's outstanding balance.They are refusing to apply my payment to my vehicle's balance & having pay another vehicle's balance that does not belong to me.
Business Response
Date: 07/08/2025
The customer's concern was addressed.
Initial Complaint
Date:06/18/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I called after filing a dispute 6/10 after calling 6/9, immediately upon receipt of the invoice, about tolls that didn't process on my active Texas Toll Tag. I received an email that I would hear from them in 2-3 business days. On 6/16, I called again to follow-up, as I'd heard nothing. She said she would expedite my dispute and I'd hear from them in 2 days. 6/18 I called AGAIN to follow-up as I'd heard nothing. I had the misfortune to be put in contact with ***** after the prior *** said she could only expedite it, **** went in circles ***eating how I needed to submit more documentation but couldn't tell me how I should've known that or who was going to tell me even with all my calls. She also could not seem to provide me any actionable items on what I can do to make sure this is processed before the toll is due 6/23.
Business Response
Date: 06/23/2025
I tried to contact the customer five times, by phone and email, but there was no response from the customer.
Customer Answer
Date: 07/01/2025

Complaint: 23488985

I am rejecting this response because I have not received any phone calls from any number repeatedly. This was resolved too slowly for it to be handled before the invoice due date.

Sincerely,

**** ******
Business Response
Date: 07/07/2025
07/02 I called and left a voicemail advising the customer that I could assist, and my contact information was provided for a callback.
07/03 I called and left a voicemail advising the customer that I could assist, and my contact information was provided for a callback.
An email was also sent to the customer
07/07 I called and left a voicemail advising the customer that I could assist, and my contact information was provided for a callback.
An email was also sent to the customer.

From 07/02 to 07/07, five attempts were made to contact the customer through phone calls and emails, with no response.
Initial Complaint
Date:06/17/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
original invoice ********** account number ********* $3.66 toll bill received 3-27-25.paid by check confirmed by my bank check Number 1021 sent to sunpass Check payable to FDOT P.O. box31241 ,Tampa Fl ***** money was taken out of my ****************************** did not apply payment to the correct account or correct vehicle number as shown on my statement 2008 jeep Plate Number 52cbeg. May ******* i get a bill for unpaid toll of $3.66 and a extra fine for non payment totaling $6.16. I filed a complaint with sunpass and was denied after they already took the original $3.66 but applied it to incorrect plate and vehicle. This was their mistake as I have no control as to where the money goes also it states and shows on the invoice that it is for 2008 jeep not to my 2013 van where they applied the payment. I seriously suspect fraud and they do this all the time to people . They made the mistake , I made the payment
Customer Answer
Date: 06/19/2025
there was no august insufficient funds this was the only bill i Got and paid as you can the money was withdrawn and i never got another bill from August tolls another indication of fraud
Business Response
Date: 07/01/2025
We have contacted the customer and are working of the resolution of the issue.
Customer Answer
Date: 07/01/2025

Complaint: 23481212

I am rejecting this response because:
They have sent me no response that the accounts have been zeroed out with no balance , I would like a paper receipt with no balance so they will not send me another bill months from now saying I am delinquent
Sincerely,

******* ****
Business Response
Date: 07/02/2025
I sent a follow-up email to the customer advising that we are working on the resolution of the issue and that he would be contacted as soon as it is completed.
Business Response
Date: 07/09/2025
The customer has been informed that the issue was resolved.
Business Response
Date: 07/09/2025
The customer has been informed that the issue was resolved.
Customer Answer
Date: 07/09/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******* ****
Initial Complaint
Date:06/17/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to report an issue with the setup of my recently purchased SunPass Mini, which I acquired on Wednesday, May 28, 2025, at the ************************* (Account Number: *********, Transaction Reference Number: XXXXxxxx2267). The total payment for the device, including tolls and taxes, was $50.00, processed via VISA.During the purchase and initial setup, the staff member (Clerk ID: ******** made an error that has prevented me from creating an online account. Specifically, the security answer recorded during the setup process (*****, as noted on the provided documentation) does not match the systems expectations, resulting in repeated login failures. This discrepancy has left me unable to access my account and manage my toll payments effectively.I kindly request assistance in resolving this matter. I would appreciate it if you could either correct the security answer in the system to match Italy or provide guidance on how to reset it. Additionally, I would like to lodge a formal complaint about the staff members error during the setup process to ensure such issues are addressed to prevent inconvenience to other customers.Please find attached the payment receipt and the setup instructions provided by the staff for your reference. I am available to provide further details or assist in verifying my identity if needed. I look forward to your prompt response and resolution.Additionally, I attempted to file an online complaint through ****************************** to address this issue. However, I encountered a further problem: the website requires a phone number in a format with parentheses (e.g., (000) 000-0000), but my digital keyboard lacks the ability to input parentheses. This technical limitation has made it impossible for me to complete the online complaint form, adding to my frustration.
Business Response
Date: 06/18/2025
We have spoken with the customer and have addressed his request.
Customer Answer
Date: 06/18/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** *****
Initial Complaint
Date:06/10/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I use approximately $10 in tolls per year. I had a $***** balance. They tried to run an expired card and instead of contacting me they charged my account $25.00. I had ***** in my account and was extorted to pay the additional $25. So they stole $38.50 from me Now I know why they call it highway robbery. Additionally customer service was extremely rude. Even the supervisor was nasty and not helpful.
Business Response
Date: 06/11/2025
We have spoken with the customer and have addressed her concerns.
Customer Answer
Date: 06/12/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** *****
Initial Complaint
Date:06/03/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I noticed in my sunpass activity four $4 toll charges at the main turnpike authority. The tolls are billed to my Sunpass mini transponder number. However my sunpass mini is a sticker on my car. My car has not left the state of *******. As you can see from my toll activity, the car was in ******* on April 10, 2025 in April 12, 2025. You can see a charge from a toll in ***** on April 11, 2025. That is physically impossible. The car would not be able to drive that distance in that timeframe. Not to mention there are no other tolls on the East Coast billed to my account. And if you ask maybe I took the transponder to and from ***** within the span of one day. That is not feasible either because it's a sticker on my car that gets deactivated if you remove it. I used the dispute function in Sunpass to dispute these charges. The dispute was not approved. I spoke to a supervisor today who told me that they don't approve disputes. So they are advertising a false system on their website. I explained logically that it's impossible to be in ******* and ***** around the same time due to the distance. She said she, nor anyone else that works the phones, have the authority to refund my account. She wouldn't tell me which activities could be disputed but says these actions could not. So they're using false advertisement that they allow disputes. So now I had to report my transponder as stolen and pay money to buy another one. I also contacted my credit card company about the fraudulent charge from sunpass. I am concerned with the ethical practices of this business. I have no faith that my next sunpass, which is basically required here in *******, will not also get hacked and I will be billed again for those charges. This was not an error on my end. There was a number mixup with either Sunpass or the main turnpike authority (which accepts Sunpass transactions). I would like for Sunpass to take ownership of this error and for these charges to be removed from my account thank you.
Business Response
Date: 06/04/2025
Customer was assisted with a satisfactory outcome
Customer Answer
Date: 06/04/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** *****

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SunPass Operations / Department of Transportation is NOT a BBB Accredited Business.