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

• Initial Complaint

  Date:05/02/2025

  Type:Order 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 being sent a bill by Sunpass in my deceased fathers name to my address in ********************. My father passed two years ago now, and his license plate is being used illegally on Florida toll roads. The license plate expired two years ago and somehow the bill is coming to my address in ********************. The vehicle registration associated with the tag is for the address of my dads former home in ********, *******. I have sent numerous legal documents stating that I am not responsible for payment and if payment is required, it must be done through my fathers trust and that information has been provided to Sunpass as well. I have filed numerous disputes about this over the past year or so, and Sunpass continues to harass me with bills monthly. Every time I file a dispute, they come in with a bogus response. Additionally, Sunpass and their collection agency apparently do not coordinate with each other. Sunpass has all of the legal documents and has not handed them over to the collection agency for their ****** desired solution is for Sunpass to stop sending me this bill. I have provided them with the information for the correct recipient. In their latest response, they have chosen to ignore that information.

  Business Response

  Date: 05/08/2025

  We spoke with the complainant and resolved the issue to his satisfaction

  Customer Answer

  Date: 05/09/2025

   
  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,
  
  ***** T *******

• Initial Complaint

  Date:04/30/2025

  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.

  Closed my Sunpass Account in Feb 2025, I had a balance of $100.42. I was told I had to 21 days for the refund to be issued. At the time I closed the account I advised the agent my credit card on file had been hacked and I have a new account number to send the refund. I also had paid the account with a **** gift card. I explained I no longer had access to the **** gift card. The agent advised the refund can only be issued to the account it originated from. I stated I would not be able to receive the refund if it was sent to the **** gift card. The agent stated if the transaction was rejected I would receive a check after ***************************************************************************** my account that I wanted the refund sent to. After the 21 days .42cents was credited to the credit card but not the $100. I called Mar *******, explained the story was told they would open a case with another department and I would here back. No reply. Called back again Apr ****** Was told the same thing a case would be opened with another department they had to investigate. This time I got a reply the same day stating the refund was sent your case is closed. I still have not received a refund not sure why my case would be closed. Called again Apr 4, 2025 same story we have to forward to another department they will get back to you. No reply. Apr 25, 2025(3 weeks this time no reply) Spoke to Supervisor then a manager, told again their policy refund can only be sent to original form of payment, and they would have to open a case with another department to investigate. Everyone I spoke to repeated their policy regarding refund to original form of payment, I stated to all the agents I no longer have access to the the original account and can't receive the funds. I called the gift card bank, they stated they cannot recover the account without the account number which I don't have. Don't have enough space to finish. Sunpass won't give me money back citing their

  Customer Answer

  Date: 05/02/2025

  Continuation of complaint:
  I am trying to get a refund of $100 from SunPass after closing my account.  After a couple of months of back and forth with Sunpass including multiple phone calls and emails with several agents, 4 different Supervisors, one Manager I have reached a dead end.  My last contact was with a manager with a promise of a call back from another manager within 2 business days,after a week still waiting for that call.
  Everyone at SunPass has a robot type of response.  They cite their policy, state my refund has been sent and I should contact my bank. My response to this is that they sent a refund to an account I can no longer access and cannot receive funds, I explained this when closing my account so they were aware this method would not work and would leave my money in cyberspace, however they proceeded anyway citing their policy and system.  I have contacted my bank but I do not have the account number so they cant do anything.  ********************** wont give me the credit card account number citing they do not have access to it, which begs the question how were they able to process a refund.  A simple solution would be to charge the account refunded $100 and then send me a refund.  SunPass states they cant do this.  Im sure if it was their money they were trying to recover they would have found a solution by now.  How can a company be allowed to operate with a system/policy set that is not sophisticated enough to accommodate such a simple task?  ********** just restates policy and does not even acknowledge they understand my needs are not being met.  They simply point out we followed our rules we did our duty talk to somebody else to get your money back.  In addition, they cannot even reply when they state they will.  Aside from the refund I would like this issue raised to them, their system/policy needs an adjustment and their customer service is totally inadequate.
  Thanks,
  ***** ******

  Business Response

  Date: 05/05/2025

  I have called and emailed the customer on 5/5/25 and provided a resolution.

  Customer Answer

  Date: 05/05/2025

   
  Complaint: 23266795
  
  I am rejecting this response because: All they did was restate what they have already told me. Nothing to fix my case. 
  
  Sincerely,
  
  *********** ******

  Business Response

  Date: 05/06/2025

  I have communicated with the customer today, 05/06/25, and provided a resolution.

  Customer Answer

  Date: 05/06/2025

   
  Complaint: 23266795
  
  I am rejecting this response because: They offered the same resolution as yesterday which still does not solve my issue. Their system needs to be addressed. A person should be able to dictate how a refund is received. Citing our system and policy only allows for one method is inadequate and fails to accommodate the needs of all of their customers. ********************** has yet to address this or take any responsibility. 
  
  Sincerely,
  
  *********** ******

• Initial Complaint

  Date:04/18/2025

  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.

  Company Name: SunPass / ******** Turnpike Enterprise Location: *****, ** My business, **************** rents trailers. I am being wrongly billed for tolls from a renter (********* ******), despite having submitted proper documentation including a signed rental agreement, renter's driver's license, and trip history tied directly to the rental dates.Florida Statutes ******** and ******* allow liability transfer when documentation is provided. I submitted all required evidence, yet SunPass continues to ignore my dispute and holds my business financially responsible.I have: Submitted multiple disputes (Service Request #*********** and #***********) Sent all documents via certified mail to SunPass and FDOT (confirmed delivery) Reached out to FDOT, FDACS, and tried contacting SunPass via email, but SunPasss system rejects emails and they have not responded to my certified letters.This is hurting my small business. I am requesting that the toll charges be properly transferred to the actual driver, as allowed under Florida law. If SunPass refuses to correct this, I will be forced to pursue legal action.Thank you,**** ******* ?? ************ | ?? **********************

  Business Response

  Date: 04/22/2025

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

• Initial Complaint

  Date:04/16/2025

  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.

  I have been charged by SunPass toll fees from 2/12/2025 through 2/19./2025 for VDOT Smart Tag (********), amounting to $28.08. I did not drive my car during that period of time because I was overseas and it was parked in my drive-way of my residence in ***************. At the time, my car had a temporary TAG from ******* # S2140358-GA, issued by the dealer KIA ***** , ******* that expired in 2/9/2025. I submitted the following enquiries to SunPass explaining the situation with no resolution: #1-13060999093 (2/20/2025); # ************ (3/3/2025); #1-13212716776 (3/15/2025); #************* (4/1/2025). I called customer service and explained the situation. Finally I received a resolution today 4/16/2025 that states the following: ************ request number ************* is closed.Thank you for contacting the SunPass ************************ Regarding your inquiry, we cannot complete your request without additional information. To further assist you with your dispute, please submit a new service request including documents from the Department of Motor and Vehicles (DMV) showing when the license plate was canceled or surrendered, or you may submit a letter from the Department of Motor Vehicles stating the license was never registered to you. You may mail the documentation to P.O. ***********************, fax it to **************, or upload it by logging into your account online at ******************************. If you have further questions, please call the *********************** at ************** Monday through Friday 7:00 am-7:00 ***** begin with, I do not have to cancel or surrender a temporary tag (piece of paper) that was given to me by the dealer when I purchased my car in 12/27/2024.VDOT Smart Tag should provide pictures of the car to support the charges of tolls in ********! My car is a KIA **** 2016 and I have never been in ********!

  Business Response

  Date: 04/24/2025

  Reached out to the customer and provided a resolution.

  Customer Answer

  Date: 04/25/2025

   
  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:04/08/2025

  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 am writing to formally dispute a Florida toll notice that I received for a vehicle that is not mine. The vehicle listed in the toll notice is clearly using a fraudulent or cloned license plate that resembles mine.I reside in ***** and have never owned or operated the vehicle in question, nor has my vehicle ever been in *******. I have contacted the toll authority on more than nine separate occasions and spoken with multiple supervisors, all of whom acknowledged that the vehicle in the toll notice does not match mine and appears to be using a fake or cloned ******** support my case, I have submitted clear photographs of my vehicle and up-to-date registration records obtained directly from the Texas Department of Motor Vehicles.Despite these efforts, the issue remains unresolved. I am requesting that this toll notice be formally removed from my record and that any related charges or collections activity be stopped immediately

  Business Response

  Date: 04/10/2025

  Contacted Mr. *********** to address his concerns

  Business Response

  Date: 04/11/2025

  Contacted Mr. *********** to address his concerns

  Customer Answer

  Date: 04/11/2025

   
  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:04/07/2025

  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 keep getting a text to pay this ticket. I have paid all my Ez pass. Would like contact business to see where ticket is from. The text I am receiving come from a 12 digit phone number. I suspect it is a scam. Send back that I have paid all my passes no response. No contact information at all saying if I dont pay there will be consequences. Attached is the text I get SunPass Final Notice:You have an unpaid toll. Failure to remit payment by March 29, 2025 will result in penalty or legal *************** now:****************************************************** (Reply "Y" to this message, then exit and reopen the **** or copy and paste it into your Safari browser and open it)Immediate action is necessary to avoid penalties and enforcement actions due to delayed payment.Thank you for your cooperation.Thank you for your help.*** ********

  Business Response

  Date: 04/11/2025

  We confirmed to the customer that the text message she received was a scam and did not come from us.

• Initial Complaint

  Date:04/04/2025

  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.

  Hi. On 1/16/2025 I lost my sunpass Pro. I immediately called sunpass (at around 9:30 AM) and I was assured it was canceled and that i would not be responsible for any further tolls on that transponder. I received additional charges on the transponder on 1/16 (after it was canceled), 1/17, and 1/23 totaling $38.50. I contacted sunpass multiple times about refunding these charges, but after months of waiting they denied the claim. I should not be responsible for charges that were not mine when I did my due diligence and was assured the transponder was canceled. The request number is as follows. # *************

  Business Response

  Date: 04/17/2025

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

  Customer Answer

  Date: 04/22/2025

   
  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. However I would appreciate if sunpass can add an additional credit to my account in the amount of 100 dollars for all the headache this has caused when the transponder should never have been charged in the first place 
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:04/01/2025

  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.

  Back in September of last year there was an issue with my Sunpass account. I called in updated my information, paid off the outstanding balance and thought everything was okay. Then in December I had an outstanding balance again and paid it off. Holidays passed and I recently became aware of my account going delinquent again. I called on March 24th and spoke to someone and was told that I needed to pay the collections portion of the amount owed before anything can be done. I called and took care of that it was $59.85. I made that payment. I then disputed the remaining invoice because now I am being charged at full rate for something that happened to my account that was not my doing. It was said that I would get a response in 2 business days. I should have heard something by Wednesday maybe Thursday of last week. Now it is Tuesday of the following week. I went online to chat with them today. They do not want to hear what I am telling them about my problem. I even spoke with a friend whom has stated she has also had a similar issue with Sunpass. I just want the Sunpass discounted rate applied instead of the full rate and will pay any outstanding amounts owed. Something is not right about what they are doing here and just want this resolved as it has been an issue for too long.

  Business Response

  Date: 04/02/2025

  We have spoken with the customer and provided resolution.

  Customer Answer

  Date: 04/14/2025

   
  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,
  
  ******** *******