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:10/01/2025

  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 recently received a bill from LeeWay for tolls. I have a SunPass account for tolls but they are having a computer issue so it is my understanding when this happens, LeeWay will automatically charge the owner of the vehicle along with a $3 administrative fee. This totals $5 per toll. I have been billed for 3 tolls which should have been paid by SunPass. I did check my SunPass account which is set up for automatic replenishment to ensure that there was money in the account. There is. After seeing a Gulf Coast News story done on this exact issue that other Lee County residents have encountered, I contacted both SunPass and LeeWay. ****** stated to contact SunPass and when I did. I received a response that I probably needed a new transponder. I did reply to them stating the transponder worked prior to May 2025 and is continuing to work fine in September 2025. Attached is the file showing the activity on my SunPass transponder. I would like my SunPass account credited for the $15.00. As I'm typing this, another local news station-********** just aired another story on this issue. Unfortunately the stance SunPass takes is "Deny, Deny". There is an obvious issue so SunPass needs to just admit that and work to correct it. Computer issues happen. Thank you for your consideration.

  Business Response

  Date: 10/03/2025

  Tell us why here...I spoke with the customer in regards.

  Customer Answer

  Date: 10/08/2025

   
  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.  Thank you for your assistance.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:09/30/2025

  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.

  Invoice/Notice Number: ********** License Plate in Question: ****** I am writing to formally dispute a series of toll invoices and collection threats for a vehicle/license plate that are not, and have never been, registered to me. This is a clear case of mistaken identity. Despite multiple attempts to resolve this with SunPass and the Florida DHSMV, I continue to be billed in error.Key Facts:Initial Contact: I began receiving toll violation notices for plate DQ45QE. I immediately contacted SunPass, who advised the billing info came from the Florida DHSMV.*** Investigation: On August 4, 2025, I met with a ***** agent who ran a full record search. They provided me with an official printout of every vehicle and plate ever registered to me. DQ45QE does not appear because I have never owned it. The *** also confirmed DQ45QE belongs to another individual with my same name but a different DOB and address.Follow-up with SunPass: I relayed these findings to SunPass, including documentation of my actual plates, proving this was a name-match error.Ongoing Problem: Despite clear evidence, SunPass continues to send bills and recently threatened collections. This is unacceptable and poses a risk to my credit for a debt I do not owe.This is not a matter of unpaid tolls but a proven case of administrative error. I have done the legwork to prove my innocence, yet SunPass has failed to act.I demand:1. Immediate cessation of all billing and communications regarding plate DQ45QE.2. Full removal/dismissal of charges tied to this plate from my record.3. Written confirmation, by mail and email, that my account shows a zero balance and has been cleared.4. Assurance that no negative information will be reported to credit bureaus or collections.

  Business Response

  Date: 10/01/2025

  We have spoken with the customer and have addressed his concerns. 

  Customer Answer

  Date: 10/01/2025

   
  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:09/29/2025

  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 have a balance owing now at ******. I have called and logged on to the sunpass website. I had a debit card that linked my account that was stolen and I did not switch my card information and charges accrued. This money is owed-no dispute! I cant pay anything without being deffered to some bogus collection company that keeps saying I dobt have a valid account giving my license plate number and account number in my **********************. This is bogus billing as I am stedily racking up charges and get collectionletter but cant pay thru sunpass bc my account is with collection. I have screen shots of my attempts and the system not acknowledging my account. PLEASE HELP!

  Business Response

  Date: 10/01/2025

  The customer was contacted and his concern was addressed 

  Customer Answer

  Date: 10/01/2025

  Issue resolved- thank you for everyones quick response to get this issue resolved!

  Customer Answer

  Date: 10/02/2025

   
  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,
  
  ***** ******

• Initial Complaint

  Date:09/23/2025

  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.

  ******** customer service. I have a transponder in my vehicle, I've had no issues until I received a new plate after purchasing a new car. All of the sudden I'm getting charges for a vehicle that is not mine in *******, **. I'm in ************, **, I can't be in those two places at once. Their cameras cannot differentiate between and "N" and an "M" I guess. So far, $18.32 has been withdrawn from my account for charges that are not mine. I contacted Sunpass 3 times, so no avail. No response, no credit, no nothing and they closed the case. I've even uploaded the back of my vehicle showing my place and the make and model of my car which is a *******, not a ********** that I'm being charged for. I've had to cancel my transponder and order an EZPass, fingers crossed I'll no longer have issues.

  Business Response

  Date: 10/02/2025

  Customer was assisted to her satisfaction

   

  Customer Answer

  Date: 10/02/2025

   
  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,
  
  **** ********

• Initial Complaint

  Date:09/15/2025

  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 a long-time SunPass customer who uses the system regularly (4 days per week, twice daily). My account was always in good standing until May 2025, when my credit card declined and the account went only $10 in balance.Although SunPass claims notices were sent, I never received any by email, text, or mail until late August, when my balance had already ballooned into $507. Had I been notified back in May when my balance first went negative, I would have corrected the issue immediately.I submitted a formal dispute on 9/3/2025 (Service Request #1-14263976580, Account #**********. The confirmation I received stated I would get a response within 2 business days. By 9/12, having heard nothing, I called SunPass and was told my case is in the queue but that they are backed up and cannot provide a resolution date. In the meantime, my balance continues to grow and I am still paying tolls twice per day at full price while waiting for SunPass to review my case.I am not disputing tolls owed. I am disputing the excessive penalties and fees that accrued due to lack of effective notice and SunPasss failure to resolve my dispute within their promised timeline.I respectfully request that SunPass please waive or reduce the penalties and reclassify my balance as tolls only, so I can promptly pay what I legitimately owe without being unfairly burdened by excessive fees.

  Business Response

  Date: 09/18/2025

  Spoke with the customer and the issue has been resolved.

  Customer Answer

  Date: 09/18/2025

   
  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: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:09/05/2025

  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 charged an obscene amount of money for tolls two months this year and spoke to customer service at length to try and understand the charges. No record of the charges were ever provided to me and no charges were ever explained in a manner that made any sense. The customer service just told me to check back at later times in hopes the charges would be visible to me. They never were.

  Business Response

  Date: 09/10/2025

  "My attempts to reach the customer by phone at ************** have been unsuccessful. Three voicemails and one email have been left. If the customer contacts us, assistance will be provided."

• 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.