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:08/15/2025

  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.

  Sun pass has been incurring charges on my account and i have repeatedly asked for a detailed account of the charges and my inquires go unattended. I have paid over $370 in fees without know what the charges are and have even called and all they say is to look at my online account to see the details. There is a discrepancy from May to July and a $370.00 charge. Since this is attached to my DL I have paid it but they have not explained anything to me. I made an inquiry in June, July and today.

  Business Response

  Date: 08/18/2025

  8/18/25-We have made contact with the customer and are awaiting her approval to close this complaint.

  Business Response

  Date: 08/20/2025

  8/20/25-The customer has accepted our explanation of the situation. 

• Initial Complaint

  Date:08/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 08/14/2025

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

• Initial Complaint

  Date:08/12/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My tag was stolen from work. The dealer that stole it ran tolls. I disputed the invoice. I provided a police report. Sunpass denied my dispute. I've called several times and haven't been able to talk to a human. I filed another dispute 6 days ago. I still have not heard from sunpass.

  Business Response

  Date: 08/13/2025

  The customer has been contacted, and the issue has been resolved.

  Customer Answer

  Date: 08/13/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:08/12/2025

  Type:Customer Service 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.

  Dear Better Business Bureau,I am writing to formally file a complaint regarding ongoing unauthorized toll charges on my SunPass account. Although I reported the transponder lost on August 3, 2025after it was left in a rental car returned on July 26, 2025I continue to receive charges for tolls that I did not incur.Despite providing SunPass with the requested rental agreement and making multiple attempts to resolve the matter through their customer service (including Cases #************* and #*************), my dispute has not been addressed, and the charges remain on my account.I am seeking the BBBs assistance in facilitating a resolution and ensuring SunPass investigates my case in accordance with their customer agreement.Thank you for your time and consideration.

  Customer Answer

  Date: 08/15/2025

  SunPass has repeatedly failed to resolve my dispute despite clear evidence and documentation.

  
  

  I reported a transponder lost on 8/2/2025, but mistakenly deactivated the wrong device. I immediately contacted SunPass on 8/6 and 8/8 because tolls were still accruing, yet it took three separate service requests before the real issue was identified on 8/12. I have provided proof that I no longer had possession of the vehicle when the disputed tolls occurred.

  
  

  At no point did I intentionally withhold information. The continued tolls were caused by SunPass repeated service failures, yet they have refused to remove the charges or issue a goodwill adjustment. Their lack of responsiveness and unwillingness to correct an error they contributed to is unreasonable and unfair.

  
  

  I am submitting this follow-up to ensure the BBB has a full account of ********************** repeated failures and lack of fair resolution. I request that this be considered in the ongoing review of my complaint.

  Business Response

  Date: 08/22/2025

  Ms ******** ****** was provided with the correct Customers Agreement information.Issued a courtesy transponder.

  Customer Answer

  Date: 08/22/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:08/03/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sunpass sent me a toll violation letter for a a vehicle with Fl plates that I do not own. Violations had been going on for several months apparently since money owed exceeded $400.00. I immediately went online and disputed. I also called and was told violations went to collections and directed there. That was no help because my name doesn't match registration. Month 2[July 2025] I go through same process. Sunpass won't help because it was sent to collections. I filed dispute that replied that this was resolved and that I need to pay. It is now Aug 2025 and received another toll enforcement notice and I filed another dispute. I feel like I am being harassed at this point due to the incompetence of this agency to properly do their job.

  Business Response

  Date: 08/05/2025

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

  Customer Answer

  Date: 08/05/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:07/31/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 08/06/2025

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

• Initial Complaint

  Date:07/28/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received an FDOT toll enforcement invoice (#**********) from SunPass in the mail on July 6, 2025 regarding account #*********. I have a transponder through E-Pass attached to my vehicle that is used at all times. I reviewed my E-Pass statement for the time period of the violation and found I was charged on my E-Pass account for this toll. I went to the website to file a dispute and received an email confirmation (service request number #1-14010214100) response stating I would receive a response in 2 business days.I did not hear back from anyone, and still have not to this date, but did receive another toll enforcement invoice (#**********) in the mail, with additional fees of an administrative charge. I contacted SunPass on July 24th to follow up on this and was told that I need to contact E-Pass. I filed another online dispute with SunPass on July 24th as well and received another email confirmation (service request number #1-14010214100).I contacted E-Pass customer service and the *** on the phone told me she does not see E-Pass charging my account for the toll. I tried to tell her I can see it on the statement as I am looking right at it as we talked and read it off to her multiple times. She said I can write an email to dispute. I sent an email to dispute on July 28th to EPass.Attached to this email is the E-Pass statement with the toll charge highlighted. I have also attached a picture of the SunPass invoice received with the toll charge on ***** you can see, both charges are for the exact same toll. I was charged for this toll and should not have received a SunPass invoice. I am requesting the SunPass invoice be withdrawn and any and all fees accessed removed. I would also request immediate resolution since I continue to be charged additional fees.Invoice #********** $3.06 Invoice #********** $2.50

  Business Response

  Date: 07/29/2025

  I have called the customer and left a voicemail and emailed the customer today, 07/29/2025, providing a resolution. 

  Customer Answer

  Date: 07/30/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Thank you very much for the prompt and professional assistance.  

  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:07/07/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint regarding a toll enforcement notice I received from SunPass for a vehicle I do not own and have never operated. The notice is for a semi-truck registered in *******, and I reside in a different state and have never owned or driven a commercial vehicle of that type.I have disputed this charge multiple times through SunPasss official channels and clearly explained that the vehicle in question is not mine. I spent hours on the phone with the Department of Revenue in GA and obtained a letter from them stating the vehicle is not registered to me nor has it ever been. Despite providing this information, SunPass has failed to correct the error and has now escalated the matter by sending it to collections, which is completely unwarranted and damaging to my personal records.This situation is incredibly frustrating and unprofessional. I am being held responsible for a toll violation that I have no connection to, and SunPasss failure to resolve this issue despite multiple contacts demonstrates poor customer service and a disregard for due diligence.I am requesting the following resolution:1.Immediate removal of the toll enforcement notice and all related charges from my name.2.Immediate withdrawal of the account from ********************* confirmation that this issue has been fully resolved and will not affect my credit or records in any way

  Business Response

  Date: 07/10/2025

  Contacted the customer in reference.

• 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.