Complaints

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

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  SunPass Operations / Department of Transportation

  7941 Glades Road Boca Raton, FL 33434

• 

  SunPass Operations / Department of Transportation

  PO Box 71237 Charlotte, NC 28272-1237

• 

  SunPass Operations / Department of Transportation

  P.O. Box 613069 Ocoee, FL 34761

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:09/07/2025

  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.

  On three separate dates, Jun 12, July 16 and July 18, my SunPass device duplicated charges with my EZPass while I was driving in ** where SunPass is not even supposed to work! The three duplicate charges totaled $8. I have called SunPass twice and have submitted a claim via their website on July 28th. To date I have not received a response even though the online submission says I will receive a response within 2 business days. I submitted all supporting documentation to them via their website to show the duplicate charges. I want my money refunded to my account and my account closed with my balance refunded to my credit card. The total amount that should be refunded is $36.63.

  Business Response

  Date: 09/08/2025

  9/8/25-We have spoken with the customer and have provided resolution that meets her satisfaction

  Customer Answer

  Date: 09/08/2025

   
  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:08/26/2025

  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 purchased a sunpass at a publix in ******* July 26, 2025, for a vacation and followed the directions provided and downloaded the app. The app instructed me to activate the transponder, create an account and add $10, which was help on my debit card. After that I added my rental vehicle, that I was emailed a confirmation of. A month later I received a $60 bill for $5 in tolls from my rental car company for the tolls I thought my sunpass had taken care of. The *** said I had a created account that was inactive..I had a linked transponder that was inactive.. that there were no funds, my email was associated but I was never alerted that the held funds were never deposited, because there were no funds deposited. After I said I did not understand how Id activated all things that were not activated she suggested I fly to ******* from ********* and return the transponder because she could not activate the device or add it to the account, it was clearly linked to because she had the transponder number. The customer service agent I spoke with hung up on me. She was unhelpful and made no sense to me. I am beyond upset that Sunpass cost me $72.63 (transponder (15) + fees from rental company(57.63)), for $5 in tolls and the *** was completely uninterested in assisting me in any way. Im quite disappointed in Sunpass in general. The fact that they can confirm an action on one end and deny it on their end is diabolical and a tool to rob people. Sunpass needs to be held responsible for blatant robbery on Florida tourists.

  Business Response

  Date: 08/28/2025

  I have contacted the customer in regards of resolving the issue. Ms. ****** appreciated the help.

  Customer Answer

  Date: 08/28/2025

  Update: ***** form the Florida DOT contacted me and is really trying to resolve my issues. I appreciate her reaching out. She has contacted the rental car company, created me a new account, and sent me a new transponder. She said she cannot guarantee that the rental company will refund mu funds so I have to keep this complaint open but I do appreciate the concern for their systems and sympathy for the situation.

• Initial Complaint

  Date:08/20/2025

  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 opened an account with payment info Feb 2025 with the help of a Sunpass employee. The system now does not recognize payment info, I'm being charged as if not an account holder. Was told they would review initial phone call and someone would get back to me. I received a notice that the complaint was closed and that payment info was never entered into system. I have tried to contact a supervisor to no avail and receiving invoices. I can't enter the system as the sign in info appears to be inaccurate (I wrote down in my planner what I entered) so it appears there system had some glitch and they're penalizing me. They're beyond rude and refusing to resolve the issue professionally. I called last week and **** **** up on me after I had waited approx. 45 minutes. He said he didn't want to review the past issue just wanted to have me pay I assume. The past issue is what needs to be resolved. I asked to listen to the initial phone call but they won't allow me to.

  Business Response

  Date: 08/28/2025

  The customer was contacted, and the issue was resolved to his satisfaction.

• Initial Complaint

  Date:08/20/2025

  Type:Service or Repair 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.

  SUNPASS sends my bills to collections after not letting me pay them, then wont allow me to speak to a human being to handle the issue. They outsource me to ***** and that person blatantly lies. I tried to speak on the phone and they won't let me either. I also have records of terrible customer service and attempts to pay my bills online and on the phone. They need to be held accountable. 2 star rating on ****** says everything we need to know.

  Business Response

  Date: 08/28/2025

  I have contacted the customer in regards of resolving the issue.

• Initial Complaint

  Date:08/13/2025

  Type:Service or Repair 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.

  We traveled to ******* with our travel trailer. We entered ** on 06/13 and left on 06/21. We paid $8 both ways because we had a trailer with us. We paid cash and I have attached receipts as proof. However we got an invoice to pay $10.50. I contacted customer service and they were not very helpful. I was told to submit the receipts online and they would resolve it. I received a response from them closing the case stating that my invoice is correct. This was their response. Your service request number ************* is closed.Thank you for contacting the SunPass ************************ Upon review of your invoice activity, it has been determined that your balance due is correct. The tolling locations where the transactions took place are all-electronic tolls. At these locations, there are no longer toll booths available for cash option payments. Instead, there are tolling gantries above that will take an image of the vehicle when passing through. There are multiple signs posted before, during, and after the tolls, warning customers they will be billed by the license plate and will be subject to administrative charges if they do not have a SunPass transponder or a transponder from one of the interoperable tolling agencies. - I am very upset. I paid for the tolls as we were coming/leaving and shouldn't be charged again. For them to say those tolls were electronic only is incorrect. There was a lady at the booth that took our money and gave us a receipt. I shouldn't have to pay again and it its wrong for them to send invoices and charge a late fee when I paid.

  Business Response

  Date: 08/14/2025

  We spoke with the customer and explained that they encountered two separate tolling points. We then emailed additional information to them.

• 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:07/31/2025

  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 unauthorized toll charges made to my SunPass account after my transponder was stolen from a rental car.On June 29, 2025, I added a rental vehicle to my account and clearly defined the rental period as ending the same day. This should have prevented any toll charges after the return of the car. Despite this, I was charged $20 in automatic payments for tolls between the evening of June 30 and July 7. Once I realized the transponder had been stolen from the rental vehicle, I immediately updated my account and attempted to resolve the issue through SunPasss customer service channels, including website, email, and chat. Unfortunately, I was repeatedly told that the charges were valid because the transponder was read, without any attempt to verify whether the vehicle matched the ones registered to my ********** original case was closed without resolution. Only after pushing multiple times did a representative suggest that I upload my rental agreement and submit yet another dispute. Throughout this process, I received inconsistent instructions and no transparency about how to properly protect my account from fraudulent use, despite the fact that SunPass has access to toll booth images that could easily confirm the vehicle involved was not mine.SunPass gives users the option to define a rental window and upload vehicle information, but when these protections failed, they provided no support. I even chose not to file a credit card dispute, trusting SunPass to handle the matter in good faith. That trust was not returned.I am seeking a full reversal of the charges made to my account between June 30 and July 7, 2025. I also urge SunPass to improve transparency and consumer protections, particularly in cases of theft or fraud.

  Business Response

  Date: 08/06/2025

  We tried to contact the customer (three phone calls, two emails), but there was no response from the customer. Our contact information was provided on all voicemails left, and emails sent to the customer to contact us. This is an unresponsive customer. When the customer contacts us back, the necessary assistance would be provided.

• 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.