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.

close

Find a Location

SunPass Operations / Department of Transportation has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  SunPass Operations / Department of Transportation

  7941 Glades Road Boca Raton, FL 33434

• 

  SunPass Operations / Department of Transportation

  P.O. Box 613069 Ocoee, FL 34761

• 

  SunPass Operations / Department of Transportation

  PO Box 71237 Charlotte, NC 28272-1237

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:11/06/2025

  Type:Sales and Advertising 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 closed my Sunpass account on *******. I had a balance on my account of $10.29. I received a text message that I would receive a refund. I was refunded $10.29 on ******* to a closed bank account. I have called and email multiple times trying to let them know the account they used is closed. Sunpass customer service keeps telling me that the bank has to reject the money. I spoke to the bank, and they stated that it can't reject it because the account has been closed for years. I have asked for a check to be mail but no response. I just want my refund.

  Business Response

  Date: 11/10/2025

  I have spoken with the customer, discussed her concerns and provided a resolution.

  Customer Answer

  Date: 11/12/2025

   
  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:11/03/2025

  Type:Sales and Advertising 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 removed my vehicle from my Transponder account and charged me for a whole month of tolls based on my license plate, amounts that are more than double the standard amounts that they were charging me based on my transponder Sunpass account. They are refusing to correct the amounts charged on the invoice of pay by plate. They are stating that a year ago, they sent me an email that my credit card was declined for a transaction, but at no point, during September and October this year, when they removed my vehicle license plate from my Sun Pass account, they had notified me that this is happening and that my toll charges are going to be without the discount. I always assumed I'm getting charged for the tolls based on my Sunpass account.

  Business Response

  Date: 11/10/2025

  Customer was assisted in a positive way and was provided with SunPass Customers's agreement for future references.

  Customer Answer

  Date: 11/12/2025

   
  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,
  
  Yarden Tadmor

• Initial Complaint

  Date:10/27/2025

  Type:Sales and Advertising 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.

  Good afternoon I have been having issues with this business since 2023. They said I owed them toll which I didnt pay for. I had put them on automatic payment years ago and they kept pulling out funds even when it was not necessary. They had me paying multiple overdraft fees from my bank so I took them off. I am very busy moving up and down for work to see patients so I used the turnpike for most of my jobs. The *** had changed my license plate and I did not know that I had to call to change it because I didnt get a new car so I thought because they changed it it was automatically transferred over to make matters worse I had money on my sunpass so I was thinking they made a mistake when I saw invoice coming in the mail also I see 2 different license numbers one was added in January of 2021 I have not used another car or anything and no one has access to my account except for the sunpass people I think something fishy is going on and I have already called help me ****** and I am reaching out to you also for some assistance I think there is some unscrupulous activity is going on also when you call them they have the most nastiest customer service representative you ever come in contact even the supervisors are the same please I need your help I have paid so much money to these people. Right now they are going up with the last year I paid $350 plus dollars just for one invoice with no help from anyone at this company

  Business Response

  Date: 10/30/2025

  10/29/2025 - I made initial contact and communicated with the customer

  10/30/2025 - I provided the customer a resolution

   

  Customer Answer

  Date: 10/30/2025

  I am reaching back out to say thank you to BBB for all you do I am so grateful. The matter has been resolved thanks to you and also to the Representative ** ****** who reached out to me from Sunpass I am glad there is still good people out there and she is one of those thank you again 

  Customer Answer

  Date: 10/30/2025

   
  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.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:10/27/2025

  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.

  As you can see from the screenshot I am providing, on 10/22/2025 Sunpass charged my card for the $60 parking fee, yet failed to credit my Sunpass account for that $60. They then billed my card twice to cover the fees (my existing Sunpass balance and then two $25 transactions to cover the parking fee). I have been billed for the airport parking twice and they have failed to credit me for the money I was charged. I want a refund of the parking fee that was billed twice. As you can see from the screenshot Parking fees normally show as a payment and adjustment to the sunpass account. Here they charged the $60 to my account, per my receipt and did not apply that $60 as a payment and adjustment. This caused my Sunpass balance to go negative, and then they billed me twice at $25 (my preset amount) to cover that negative balance. Therefore I have paid for this parking fee twice due to a system error from Sunpass and either want the $60 credited back to my Discover account or the $60 properly credited to my Sunpass account. I called on 10/27/2025 and spoke to **** and his supervisor. They were both worthless and kept insisting that there was no $60 payment from ********. They refused to listen or provide a way of providing the screenshot showing that I was indeed billed $60 on my Discover card. They advised me to drive to a sunpass service center to fix the issue. I drove to the Sunpass service center and spoke with ***** ********* ( @*****************) She also refused to listen to the situation and insisted that no $60 payment was made. After me screaming at her for almost ********************************************************************************************************************** fact charged $60 for parking and I was also billed by Sunpass for $60 in parking. I was billed twice for my parking and and ENTITLED to a $60 refund.

  Business Response

  Date: 10/29/2025

  We have spoken with the customer and have provided resolution.

  Business Response

  Date: 11/05/2025

  We have communicated with the customer to provide resolution. 

• Initial Complaint

  Date:10/21/2025

  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.

  My account keeps getting charged for a trailer that was never mine. The trailer (License Plate: ******* was rented from August 2024 through August 1, 2025, and was added to my account only to pay tolls and receive SunPass discounts during that period. The trailer was returned to its rightful owner after the lease ended:************************ ******************************************************************************* I recently contacted SunPass and was told that, despite not owning the vehicle, I am responsible for the tolls because an invoice was generated while the trailer was linked to my account. I was also informed that my account cannot be corrected for this reason. However, according to SunPass policy stated on your website, Toll Enforcement Invoices are mailed to the registered owner of the vehicle. I am not the registered owner.I have attempted several times to remove the trailer, but the system will not allow it, and my balance continues to increase. I have also filed multiple disputes, all of which were closed with responses addressed to Dear ************************, confirming that the plate is not registered to me.Please assist in removing this trailer from my account and correcting the balance to reflect only the tolls incurred by my own vehicles. This ongoing error could negatively affect my registration renewals or lead to collections if not resolved.Thank you.Invoice ID: **********

  Business Response

  Date: 10/30/2025

  Mrs ****** ****** was assisted to her entire satisfaction.

• Initial Complaint

  Date:10/20/2025

  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 was provided a temporary plate by the dealership when I purchased my car, of which I linked to my transponder. I received a plate from **** registered to me within a month from the temporary plate. However, I received and still am receiving many bills from SunPass with charges I did not make. I have continued to file repeated incident reports regarding the temporary plates numbers as SunPass continues to bill me. The incident reports are continually closed with messages stating-dont lend your transponder out, its you, and other outlandish statement! The person lives on the other side of the state. I have asked for photographs they will not furnish to me! Since August of ************************************************************************** I have wasted countless hours calling and filing reports. I have closed my transponder account believing that this would force them to correlate the license plate to the proper person. . I have called FDOT, the Florida *** and each of these departments state, that SunPass has the same system as them to see registration of vehicles. I received a bill for charges for the whole month of September yet again for someone else living in ******* and ***** area. This time SunPass closed the incident report I submitted and said prove that the plate is not you from the ***, after calling the *** they tell me I cannot have others information and since the plate was never registered to me, they cannot send me a statement regarding this. SunPass has the responsibility to correctly identify license plates to individuals. I cannot continue to receive these bills. Please help! This is fraudulent and laziness on their part.

  Business Response

  Date: 10/30/2025

  We have spoken with the customer and provided resolution.

• Initial Complaint

  Date:10/19/2025

  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 notice from Sunpass saying I owe for a toll on a car that I dont recognize and have never owned. I have filed at least 4 disputes and made at least 2 calls at this point. I keep getting rote, incorrect email responses that the car in the photo is registered to me and I owe the toll. I went to my local *** after the 3rd dispute I filed. Within less than a minute my local *** was able to pull up the information. She informed me that you cannot make out the tag in the picture and that it was most likely manually keyed in incorrectly. The expired, incorrect tag that was keyed in was a paper, temporary, dealer tag issued to me for a 2009 gold ****** suv which I no longer own. The car in the photo for the toll appears to be a white **********. This car/toll has nothing to do with me and never has. I have sent the paperwork from my local *** showing the paper tag for the 2009 ****** (the tag incorrectly keyed in) was issued to me on 06/03/22 and expired 07/02/2022. Received ANOTHER rote email response from Sunpass. This is ridiculous that I keep having to waste so much of my personal time to try and correct THEIR error. Again, this temporary, dealer tag was issued on a 2009 ****** NOT the car in the photo and I no longer even own the ******. I am not sure how many ways or how many times I can tell Sunpass this is not my car and I dont owe this toll. I am at a loss as to how to get someone with any resolution skills/training at Sunpass to actually investigate this and get this issue resolved. The first ******** service person I spoke to just kept asking me if I had co-signed any loans which I assured him I had not. I sent Sunpass a copy of the information the *** printed out for me. If my local *** could pull up this information in about 30 seconds why cant Sunpass do so, investigate this and get this issue resolved?

  Business Response

  Date: 10/28/2025

  I called the customer & left a message. Customer has not responded.

  Customer Answer

  Date: 10/28/2025

   
  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:10/18/2025

  Type:Customer Service 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 is making false claims on their website about the SunPass Mini product not being compatible with NY EZPass tolls. i have a NY license plate and NY EZpass and when i got up to ******** at the beginning of may my sunpass was being charged out-of-state tolls instead of my EZPass which was also in the car. I didnt think this would be a problem as the website specifically states that Sunpass is not compatible with EZpass tolls and I have never had this issue before throughout my years traveling between ******* and ********. I was overcharged over $60 above the in-state rates. I have spent over 8 hours on the phone with their customer service line since july. They have: given me different information each time, lied to me, answered then put me back at the end of the hold list with no reason or warning (45 min wait), and hung up on me when I asked to speak to a supervisor. I have never had such horrible experiences from calling customer service lines. False advertising is illegal and they should be held accountable. PS the account is under my mom's name **** ****** but I am an authorized user on it.

  Business Response

  Date: 10/21/2025

  I called the customer and provided the information.
  

  Business Response

  Date: 10/22/2025

  I called the customer and provided the information.

  Customer Answer

  Date: 10/22/2025

  the FL DOT called me and told me there are no double charges on my EZPASS account. which is NOT what my complaint has ever been about. thats not the problem. i got charged OUT OF STATE rates through my sunpass account when i have an in-state NY EZPASS and license plate. they overcharged me $67 by charging the out of state rates when i was in ********, where my license plate and EZPASS are registered. they are claiming these are valid charges even though my EZPASS shouldve been charged NOT sunpass. these are not valid charges i was overcharged.

  Business Response

  Date: 10/24/2025

  Customer claimed she was overcharged $67 by SunPass with out-of-state rates despite having a NY E-ZPass. We contacted E-ZPass but denied dispute. I informed Ms. **** of the denial, and she disconnected the call.

  Customer Answer

  Date: 10/25/2025

   
  Complaint: 24034273
  
  I am rejecting this response because of all the statements ive said before. i have a NYEZpass and NY license plate there is no reason why i shouldve been charged through my sunpass account instead of ******, if there was an issue with my EZpass account they should have contacted me and fixed it. There are no issues with the account because i was still getting charged other tolls through that account during the time period, and the other 2 cars on our account were still getting charged for tolls through the same exact EZpass account.
  
  Sincerely,
  
  ****** ****

  Business Response

  Date: 10/29/2025

  An email has been sent to the customer:

  I apologized for the situation.
  I explained that we contacted E-ZPass ********, but they did not approve the request.
  I explained that if the E-ZPass transponder had been read, the correct rate would have been applied; however, that did not occur.
  I suggested contacting E-ZPass for more information regarding the E-ZPass account.

• Initial Complaint

  Date:10/17/2025

  Type:Customer Service 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.

  BBB *************************** Failure and Neglected Complaints ?Business: SunPass (***************************)?Problem Summary:I am filing this complaint due to SunPasss sustained pattern of neglecting customer service and failing to resolve critical, long-standing account management issues (access, login, payments). Despite my repeated attempts to seek help, SunPass systematically closes my service requests without resolution or follow-up, and their phone support is inaccessible. This ongoing failure jeopardizes my account status.?Evidence of Negligence (Case Closures Without Resolution):?Case # *************: Closed immediately and without explanation after I reported website access and payment difficulties.?Case # 1-14511875053: Closed again, despite reporting complete inability to log into my SunPass account via the website or mobile app.?Both cases were closed instantly, forcing me to attempt contact via the customer service phone line ***************), which remains non-functional and unstaffed. This cycle demonstrates a deliberate failure to engage with and solve customer problems.?Desired Resolution:?Immediate Contact: A dedicated, competent representative must contact me within 3 business days to address the closed cases.?Permanent Fix: The root cause of my recurring account access and functionality issues must be fully investigated and permanently resolved to ensure I can manage my payments.?Documentation: Provide written documentation detailing the steps taken to secure the permanent fix.?I attach the two case closure emails as evidence of SunPasss practice of closing service tickets without providing any assistance.

  Business Response

  Date: 10/28/2025

  The customer's concern was addressed

  Business Response

  Date: 10/28/2025

  The customer's concern was addressed

• Initial Complaint

  Date:10/15/2025

  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 am submitting a formal complaint and records request regarding multiple SunPass accounts and invoices that appear to have been billed twice and/or sent to collections despite being paid, as well as discourteous treatment I received while seeking help.Accounts involved ************************************** Account holders: ********* ******* and ******* ******* Payments made (confirmed)Jan 22, 2022: $484.43 Dec 24, 2022: $409.09 Oct 02, 2023: $326.28 May 07, 2025: $438.40 Invoices and balances in dispute Invoice ********** Account ********* showed a zero balance as of June 7, 2025.Invoice ********** 03/12/2024 through Dec 2024 Numerous 2024 transactions that need review; please audit this invoice comprehensively.Past due notice: $108.36 from April 2024 also appears on the transaction history sent by *******, although payments covering this period were made.Additional charge in question $447.40 charged to ******* on September 9, 2025 despite the above payments and the zero balance reflected for Account ********* as of June 7, 2025.What I experienced when I called October 14, 2025: I spoke with **** (four times). He was professional and helpful, directed me to ************, and ******* sent a transaction history which I am including.October 15, 2025: I spoke with ****. He was discourteous, insisted he knows his job, and then sent the very records I already have instead of the period I requested.Later on October 15, 2025: I spoke with ******, who cut me off, told me my issue was impossible, and was generally unhelpful. I called customer service to resolve a legitimate billing concern; being dismissed is unacceptable.What I need SunPass to do Audit and correct the ******** ledgers for Accounts *********, *********, ********, ********* to ensure payments are properly applied and there is no double billing.Address the customer service conduct by **** and ****** and confirm steps taken to prevent similar issues.

  Business Response

  Date: 11/05/2025

  Currently working with customer's concern. 

  Business Response

  Date: 11/06/2025

  The customers concern was addressed and clarified. 

  Customer Answer

  Date: 11/17/2025

   
  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,
  
  ********* *******