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

  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: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,
  
  ****** *****

• Initial Complaint

  Date:05/30/2025

  Type:Product 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 a Sun pass portable transponder. I received two toll violation invoices from **********. I added the license plates of two cars I used to my sun pass account and had my transponder on the windshield. It appears that my transponder was not picked up and I was charged fees from peach pass. I would like sun pass's assistance in contacting Peach Pass to waive the fee's they charged. I would be happy to pay the toll but not the fees I incurred.I contacted Sun pass on May 27th and used online chat. I waited 34 minutes and was connected to Amarillis S, I wrote hello and was disconnected and put back into the queue. I waited another 29 minutes and was connected to ****** *. and again was disconnected and put into the queue. The third time I was connected to ********* *. who made no apologies for being disconnected and waiting over an hour, she did not want to assist. I was told to go to the website and put a dispute in. I have screen shots as back up.I put two disputes in 1-13638488671 and 1-3638596601 on 5/30. On one I was told sorry it takes ***** hours when you make a change on your account, go and pay your invoice (I went to the Sun Pass website and I don't see where on the website it says that if I add a license plate it takes ***** hours for it to take affect) and the other I was told they would contact Peach Pass on my behalf but I needed to include the invoice details (which I had attached when I filed the complaint). Then rather than me responding with the documents, I was informed it was closed, and I needed to file another dispute.I am at a loss for words on the customer service that Sun Pass has provided. I was disconnected twice, treated horribly by the third, and given two different answers on my disputes. Rather than me responding to the dispute and attaching the documents, I am told to open a new dispute. This makes no sense to me. Where is the accountability for these representatives to help. What kind of organization is Sun Pass running here?

  Business Response

  Date: 06/11/2025

  We spoke with the customer and resolved the issue to her satisfaction.

• Initial Complaint

  Date:05/24/2025

  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.

  Date of transaction: Attempted to renew vehicle registration in May 2025 Amount paid: $300 (paid in 2023 to clear existing SunPass balance)Business commitment: SunPass committed to applying payments to toll balances and allowing registration renewal Nature of the dispute: I am being told I owe over $6,000 in tolls and fees associated with an account Ive never accessed or opened. This alleged debt is linked to a second license plate and vehicle that I do not own. It predates the creation of my current SunPass account and was not disclosed when I successfully renewed my registration in 2023.Resolution efforts: I initiated a formal dispute, which promised a response within 2 business days. It has now been nearly 2 weeks with no update. I also requested contact from a supervisor almost 3 weeks ago and have received no response.Ongoing issue: SunPass is refusing to provide verification or documentation explaining how this debt was accumulated. Instead, they merged it with my actual SunPass account in their system, preventing me from renewing my registration.Impact: I cannot legally drive or get to work because my registration is being held due to a disputed and unverified debt that I cannot afford to pay upfront. The last time I renewed my registration in 2023, I paid off my full balance and this debt did not exist. It now appears they are trying to force me to pay a debt that predates my known account and that I have never seen validated.

  Business Response

  Date: 06/05/2025

  Contacted the customer and left a voice message.

• Initial Complaint

  Date:05/16/2025

  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.

  Sunpass wants to charge me toll by plate when I'm a sunpass holder. Sunpass claims the account did not process the auto pay due to insufficient funds. I provided them with the bank statement and they refuse to credit me back for using toll by plate. I spoke with the manager and 4 supervisors all telling me different things and are refusing to help.

  Business Response

  Date: 05/22/2025

  We were unable to contact the customer after several attempts, but we took several steps that we believe will satisfy him.

  Customer Answer

  Date: 06/02/2025

   
  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,
  
  **** *******