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:10/15/2025

  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 submitting a formal complaint and records request regarding multiple SunPass accounts and invoices that appear to have been billed twice and/or sent to collections despite being paid, as well as discourteous treatment I received while seeking help.Accounts involved ************************************** Account holders: ********* ******* and ******* ******* Payments made (confirmed)Jan 22, 2022: $484.43 Dec 24, 2022: $409.09 Oct 02, 2023: $326.28 May 07, 2025: $438.40 Invoices and balances in dispute Invoice ********** Account ********* showed a zero balance as of June 7, 2025.Invoice ********** 03/12/2024 through Dec 2024 Numerous 2024 transactions that need review; please audit this invoice comprehensively.Past due notice: $108.36 from April 2024 also appears on the transaction history sent by *******, although payments covering this period were made.Additional charge in question $447.40 charged to ******* on September 9, 2025 despite the above payments and the zero balance reflected for Account ********* as of June 7, 2025.What I experienced when I called October 14, 2025: I spoke with **** (four times). He was professional and helpful, directed me to ************, and ******* sent a transaction history which I am including.October 15, 2025: I spoke with ****. He was discourteous, insisted he knows his job, and then sent the very records I already have instead of the period I requested.Later on October 15, 2025: I spoke with ******, who cut me off, told me my issue was impossible, and was generally unhelpful. I called customer service to resolve a legitimate billing concern; being dismissed is unacceptable.What I need SunPass to do Audit and correct the ******** ledgers for Accounts *********, *********, ********, ********* to ensure payments are properly applied and there is no double billing.Address the customer service conduct by **** and ****** and confirm steps taken to prevent similar issues.

  Business Response

  Date: 11/05/2025

  Currently working with customer's concern. 

  Business Response

  Date: 11/06/2025

  The customers concern was addressed and clarified. 

  Customer Answer

  Date: 11/17/2025

   
  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:10/10/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently received an invoice to pay for toll charges I went to the sun pass website and was unable to pull up any of my history for the past 36 months or 90 days also the page to input your credit card information states they will charge you the amount above but the amount isnt there to know what you are actually going to be charged so I then called the phone number and after being on hold for 30 minutes i was able to speak to the customer representative named ****** I gave her my credit card information to pay the listed charge of $5.52 and told her to charge the card for $15.52 so I would have a positive balance of $10.00 she said assured me everything was taken care of and after Checking my bank and SunPass account nothing was charged and I still had a balance due I have sent multiple emails to try and get this resolved but only get a case creation email back that says they give me a response back within two days but it doesnt happen I need to get this resolved but there lack of response makes it not possible.

  Business Response

  Date: 10/13/2025

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

  Customer Answer

  Date: 10/15/2025

   
  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:10/09/2025

  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.

  My wife and I filed bankruptcy this year, july 30th and we have been updating you and providing documents and you will not process it or respond to it!Why am I not receiving a response as it says in 2 days and why is it not being processed?

  Business Response

  Date: 10/27/2025

  We have contacted the customer and have provided resolution.

  Business Response

  Date: 10/28/2025

  10/27/25-we provided resolution to the customer. Then the customer sent us a new question so we have re-opened the issue. 

  Business Response

  Date: 11/05/2025

  We responded to the customer's additional question 

• Initial Complaint

  Date:10/02/2025

  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.

  I Purchased a Sunpass at ******, they advised they no longer activate sunpass which is disappointing now. I went home and attempted to activate it online. The online application repeatedly advised the Transponder number was invalid. I then scanned the transponder number into the online application, and it still said it was invalid. The next day at work co-workers suggested I use the phone app to activate the Transponder. I downloaded the application and made efforts to activate my transponder. This time it recognized my transponder but said my tag was already in use. My tag is a dealer issued Temporary Tag for my new car. I checked with DMV and the tag is for my car and no other. I then placed a Help Desk Ticket. They made no effort to assist me and emailed me suggesting I call their customer service number. Thats its own h*** It takes several minutes to get past the prompts and you repeatedly have to say "Representative" before it finally declares it can't understand you and sends you to a representative. However to speak to someone the least lengthy wait time was 27 minutes and as long as 67 minutes. I am at work and cannot wait that extensive of a time. I was advised by the unhelpful online help desk that I could go to a walk in center of which they have two in the entire *********** area and they are only open during work hours.

  Business Response

  Date: 10/03/2025

  The customer's concern has been addressed to the customer's satisfaction.

• 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:09/30/2025

  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.

  Since February of 2025 I have been calling Sunpass and filing disputes. They close the dispute the same day with no information and then I have to open another. I have sent them copies of registration to show that my vehicle is not a 9 axle as charged and to date they still have a dispute case open for me. Yet today I received notice that the bill was sent to collections. When called to ask why, after I have been trying to resolve these incorrect charges for months they said they seen that a case was still open but there was nothing that they could do as they already sent it to collections. When call collections they want to charge an additional $30 on top of an already incorrect bill amount. How can they legally do this when I have been waiting on them to review the account and made several attempts to take care of it and only got the run around.

  Business Response

  Date: 10/03/2025

  I have spoken with the customer ********/**/**, and addressed their concern.

• 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:09/29/2025

  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.

  Good afternoon I want to submit a complaint against sunpass regarding them double dipping I have 6 vehicles with tags and transponders numbers registered with sunpass they are charging me for toll by plate which cost more then charging me as a sunpass customer this happened a few years back and there doing it again I havent received any emails or calls I have been reaching out by phone and sitting on the phone waiting to speak to a representative and no luck this is becoming ridiculous also my grandmother lent my son her pick up which has both my sunpass transponder and my mothers transponder in the truck at the same time so there billing both transponder at the same time for 1 toll there collecting 2 tolls something isnt right I need help

  Business Response

  Date: 09/30/2025

  The customer was contacted and a resolution was provided.

  Business Response

  Date: 09/30/2025

  The customer was contacted and a resolution was provided.

  Business Response

  Date: 09/30/2025

  The customer concern was resolved to his satisfaction

• 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,
  
  **** ********