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:05/10/2024

  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.

  When viewing my transactions online, I noticed that all of my recent charges have been toll by plate, even though I have a transponder. I wanted to be sure that I met all of the eligibility requirements for the toll relief program, as I knew I would be spending nearly $100 on tolls for the month. I called the customer service ********************** and spoke with a customer service representative, who assured me that my transponder was indeed working in that the pictures of my plate being sent to me were just as some sort of back up. I took the representative for his word and went on with my day. Later on in the month, I discovered on the website that I could look up toll relief eligible transactions , when checking that section I saw no eligible transactions. The customer service representative could have either checked that or or directed me to that section and I would have known earlier in the month as early as April 8 that I had a non-functioning transponder. I later had a chat with customer service to see if they could help me ensure that I received the total relief as I spent again nearly $100 in tolls having use the tolls 75 or more times. The representative informed me that I did not meet the eligibility requirements and would not be receiving the toll relief credit. I feel that I should receive my credit as I was operating on the assumption given by your representative that my transponder was fully functional. Due to the representatives neglect to tell me that the transponder was not being read or where to go on the website or how to go into a walk-in center that I am not responsible for not meeting the eligibility requirements. I thought I did.

  Business Response

  Date: 05/13/2024

  The customer concerns are being addressed.

• Initial Complaint

  Date:05/10/2024

  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.

  ACCOUNT # *******. On 5/9/24 for the first time I received a letter from Sunpass regarding an invoice of $56.07. This is the first notification I received. I have been a Sunpass Customer for at least 15 years and on auto pay for years. If my auto-pay failed in March, you should have let me know. You claim you emailed me on 3/5/24 but you did not. That email was not sent to me. On 3/26 I got a normal email like I do every month and that is the very last email I ever received. Just because you claim you sent a random email on 3/5 does not mean you actually sent it or your system didn't have a glitch.You have my phone number, yet never called. You have my email, yet never emailed me. I would have taken care of this in March. My second issue is you are billing me the full rate with no discount. I'm still a Sunpass Customer and earned the discounted rate. Why am I being treated differently or being given a hard time? I see here that you honored other customers requests for the discounted rate. I'm not different than the others. Most of your billing problems would be solved if you updated your system and actually contacted customers in a timely manner or at all. ******** ********* Major Banks, FPL all let customers know when there is a problem. This would have been resolved in March had you let me know. I'm also concerned about seeing multiple charges for one driving trip in the ************. I'm not exiting and re-entering the ************. Why am I being charged multiple times for driving one time in the ************? The digital signs always say the rate and that does not match what you have been billing me for years apparently. I see multiple charges for one trip. The digital signs do not disclose one rate from this point to this point will be this price and then a different rate for the next point to point or 5 miles. It feels like false advertising. Please correct the rate on my bill, remove admin/violation charges and review the multiple charges. Thanks

  Customer Answer

  Date: 05/10/2024

  Not related to this open case but I received a call from a supervisor named ******* in **************** after my call to them yesterday. She continued to show bias and argue with me and falsely claimed Sunpass doesn't honor the rate. You failed to notify me and didn't bother sending me a bill for two months. Harrassing me and trying to gaslight me into thinking I'm at fault when you can't even properly notify your customers is abusive. That is your fault not mine. I've been a customer for almost 15 years. If I knew there was a problem, I would have updated my credit card. I now feel discriminated against when I clearly see on this site with other customers, you do honor the ********************** rate. My account is active. for the first time you sent me a paper bill dated 4/25/24 and I received it my mail on 5/9/24. You are guys are liable for failing to timely notify me. You did not notify me until you mailed me a bill. You have my phone number and didn't use it. Being abusive towards me is not OK. I asked that you add my earned Sunpass discounted rate in exchange for my immediate payment. It is discriminatory to offer others in the same or worse situations the rate and not me.

  Business Response

  Date: 05/13/2024

  Contacted the customer via email and voice message. Waiting for customer's response.

• Initial Complaint

  Date:04/27/2024

  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.

  Sunpass removed my checking account information from my account after they said my bank rejected their debit. I contacted my bank and there was never a decline or rejection and there was money in the account. I contacted **********************. The supervisors stated that I needed a letter from my bank stating that I had funds in my account and that *********************** debit wasnt rejected. My bank said that they do not send letters with that information. They gave me a statement showing my account had funds and that Sunpass did not try to run a payment. I uploaded my statement to Sunpasss customer support. ********************** also stated that they sent an email on March 1st stating that my payment was rejected. They did not send an email. I asked Sunpass to provide verification of the email and the rejected payment. They said they could not verify that information. I have a transponder and automatic replenishment. Sunpass had charged me toll-by-plate prices. I should not have to pay those prices due to their error. I will pay the Sunpass toll fee. I also want to be reimbursed for toll-by-plate charge that I paid on 4/14. I thought I was adding money to my account.

  Business Response

  Date: 04/29/2024

  I contacted the customer in regards of her issue via email. 

  Customer Answer

  Date: 05/05/2024

  The message from SunPass said that they are checking into my complaint and they are waiting to hear from the accounting department. They said it should take ***** days to get a response.

• Initial Complaint

  Date:04/19/2024

  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 have a transponder that I purchased many years ago. I last used it in 2022 when we drove through ******* to go on a cruise. I had three vehicles listed on the account.On 04-18-24, I received a text from SunPass requesting I make a payment immediately because my credit card was declined. I checked my SunPass account and saw there were seven (7) toll transactions from 04-13-24.I called the SunPass number but could not get a representative. I then began a chat with a representative.I explained the car associated with the tolls was totaled out by my insurance company on 05-14-23 and has been sitting in my backyard in *****. The representative was less than helpful. She asked me several times if the car was on a tow truck to which I replied "NO" several times. she then stated that the tolls in ***** can be picked up. I explained I do not live where there are toll roads, and the car was totaled. I asked for a refund, and I was told to get a police report. Then upload the report to them to begin getting this issue resolved.The car is in ***** - totaled since 2023, and it has both license plates on it. The ********************** receipts show that the tolls were submitted by images of the vehicle passing through them in *******. Why must I get a police report when a Sunpass employee can access the images and see what kind of car went through the toll and compare it to the type of car the TEXAS license plate is assigned? I did remove two of my vehicles from the account so that no other transactions can occur on them. Although I had removed them prior to 04-18-24, but somehow they were back on the list in my account.I just want the issue resolved and a refund of the money taken out of my account due to the fraudulent tolls from 04-13-24.

  Business Response

  Date: 05/06/2024

  The customer has been advised that we are waiting for ******************** to responds to the dispute of the toll transactions in question.

  Customer Answer

  Date: 05/06/2024

   
  Complaint: 21598404
  
  I am rejecting this response because: As I stated to the SunPass representative, I have a TexTag account and any toll in ***** would have been placed on that account. 

  I have attached an Excel spreadsheet with the toll transactions from February 2024 to the present. There were no transactions in April 2024.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 05/13/2024

  The toll transactions have been disputed and no resolution has been provided from the Texas **************.

  On the last conversation with the customer, she was notified that we are waiting for the Texas ************** to approve the dismissal of the tolls in question.

  Customer Answer

  Date: 05/14/2024

   
  Complaint: 21598404
  
  I am rejecting this response because: I want to wait until the transactions have been removed from my account and my money returned to my card. I want a complete and final resolution to this complaint.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 05/15/2024

  Spoke to the customer and her concern has been resolved at the customer's satisfaction.

• Initial Complaint

  Date:04/14/2024

  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.

  Hello,I have been a customer of ********************** for roughly 3 years and have been paying them as I used the toll services. I was commuting back and forth from ************ to *****, and my tour route was pretty much the same. When I took on a different role in my position in 3/2023 and started working from home, I stopped using SunPass as my usual route; however, SunPass continued to charge for services that I have not used. When I spoke with an employee, I expressed that the picture of my car is the same, but I feel they are using the same pictures and the same route to prove that it is my car. Which is incorrect, and I wanted video proof at this point. *** called and placed a dispute since 9/2023, and this is the confirmation that I received from.SunPass account number: ******** Your inquiry was successfully submitted. Your service request number is #1-9987678408.The dispute from 9/2023 was never responded to by Sunpass employees; nobody has even attempted to contact me to resolve my concerns.I placed a second dispute on 2/2024.Thank you for contacting SunPass.Your inquiry was successfully submitted. Your service request number is #1-10865617597 and will be responded to within two (2) business days.Until now, nothing has been resolved. Now, SunPass has me under collections for $147 in fees that I have not used. And still, we are in April 2024, and there are no solutions to my dispute, or I have not even been contacted by SunPass. Now my account has been turned to collections for $147, and I refuse to pay for services that I have not used. I have paid for SunPass for so many years since the time I used it, but I will not pay for something that I dont owe. Is not the money the principal of a business that doesnt even treat the consumer with respect by taking the time to help them? I want them to review the tolls, remove charges that I dont owe, and take me off collections. This is stressful to be dealing with companies that are not willing to help.

  Business Response

  Date: 04/19/2024

  4/19/2024-We have spoken with the customer and addressed her questions. 

• Initial Complaint

  Date:04/09/2024

  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 is billing ** for tolls on a plate number that expired to us 10/30/2009. Someone is printing new tags with an updated exp. date. If they would use the exp. dates they would know it is not us!

  Business Response

  Date: 04/10/2024

  Contacted customer/sent customer email to the email address provided. 

• Initial Complaint

  Date:04/03/2024

  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.

  Sun Pass account ********. I live in *******, going to *******, cross bridge from ********/******* (bridge toll run by **********; bill account #********, license plate *******. **/**/2023 07:49:00 crossed bridge going North, Sun Pass will not pay toll $5.04 (**********, toll notice number 012301443071).10/07/2023 returning South, Sun pass payed toll, $5.04 Have talked to Sun Pass several times, sent a copy of their payment, and a copy from ********** that the North bound was not paid. (talked to ********** and they said I had to talk to Sun Pass).Have opened several Service Requests with Sun Pass (first one, my initiative; the rest based on them telling me I have to refile the complaint - by service reps and they escalated to "supervisor" (then they close Service Requests because "unable to view your account").I have crossed that bridge several times before and Sun Pass has always paid the tolls before.Why will they not pay this one?

  Business Response

  Date: 04/08/2024

  4/8/24-We have spoke with the customer and have addressed his concerns.

• Initial Complaint

  Date:03/27/2024

  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.

  From *******************************: Liscence plate GMBL30 To BBB To whom it may concern:I am ******************************* a Retired ******* resident ; who has been victim ofToll enforcement; whom in Fraudelently, unlawfully and Illegally is sending me invoices with charges I haven't incurred since 2023- July. Invoices includes pictures of a car that is not mine, time and locations that I are not mine. I have to called every month to dispute this charges and to get credit. Toll enforcement is knowingly sending this tipe of charges to varios residents " That is FRAUD" " SCAM" . This business needs to be investigated and penalized to the max ******** for such unlawful activity. I believe the lack of respect to conduct business and the lack of accountability needs to be stopped before a "Legal Action is due to start". Fraudulent pictures, fraudulent charges are valid reasons to start a deep investigation.....Again; I will appreciate a further investigation since Many are affected; it just happen That I pay attention and have an hourly agenda of my days ( December 2023 I got a Bill with a past due amount ...time That I was taking and international trip to southamerica....That is how I found out that I was Illegally been charge).Therefore: It is not about the amount of dollars but the frequency of their" so called Mistake". Toll Enforcement does not measure their expensive legal accountability for sending invented pictures and charges !!! Mistake that was supposed to be fixed and corrected Long ago!!

  Business Response

  Date: 04/05/2024

  The customer's concern has been resolved. I contacted the customer by phone and email and have not received a response. If the customer has further concerns, I will be happy to assist her.

• Initial Complaint

  Date:03/22/2024

  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.

  Consumer's complaint:In 2022 I purchased two (2) Mini-Transponders on SunPass website, with numbers ************* and *************. I went online today to update information that suddenly disappeared from the site, and I realized that those number were nowhere to be found. Since most of the information had to be re-entered due to an apparent glitch in their system, I tried several times to enter the numbers again. Each time I received a message stating that those Transponder numbers were already in the system. I called SunPass again to ask about what was happening, and I was informed that those numbers were registered under someone else's name/account. I couldn't believe that, and I asked if they were aware that they were selling duplication of Transponders, regardless of the year they were purchased, and to how many people. I also asked what I could do, because I travel to different places via expressways with tolls, and I didn't want to have any issues with FDOT for that matter, or a legal issue with the other person that has the same numbers. The **************** Rep. simply said that I will have to buy some other Transponders. I said no, since this was an issue created bu SunPass, they should accept the mistake, apologize, and either send me two (2) new Transponders or give me a full refund. The Rep. told me to call back on Monday during regular business hours to speak with a supervisor, but that I could open a Dispute in their system. I did that but they don't have "Other" as an option. The receipt letter received from SunPass only shows partial numbers; the last digit were omitted.

  Business Response

  Date: 03/25/2024

  The customers' concerns have been addressed.

  Customer Answer

  Date: 03/25/2024

   
  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. I spoke with ********************* who is part of the Conflict Resolution Team, and I am very satisfied with the outcome. Please, close case. 
  
  Sincerely,
  
  ***************************************

• Initial Complaint

  Date:03/21/2024

  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 purchased a Sun Pass Transponder in 2022 and have been unable access my account. I've tried resetting the password and the username unsuccesfully and I have even purchased a second sun pass transponder but have also been unable to use it since the old one is associated to my license plate. I have been paying extra tolls (I have a sun pass and I'm being charged as if I hadn't got one) and I would like to avoid trouble in the future and Sun Pass is unresponsive.I need someone to link my tranponder to my plate and let me know my username, I also request a refund from any extra charges.

  Business Response

  Date: 03/22/2024

  We have spoken with the customer and have resolved the matter to her satisfaction.

  Business Response

  Date: 03/22/2024

  We have spoken with the customer and have resolved the situation to her satisfaction.

  Business Response

  Date: 03/25/2024

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