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:09/17/2025

  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.

  I paid my sunpass invoice in full to penn credit and they are still billing me. Ive called sunpass multiple times to get this straightened out only to get placed on hold. Ive actually over paid the invoice and they are still saying I owe money. No one in there office helps or even tries to help. Im not paying another dime to them and my bill needs to reflect the overpayment. As if people have money to be throwing to these corrupt government agencies.

  Business Response

  Date: 09/25/2025

  The customer has not responded to 3 attempts to contact them (2 voicemails and an email). We would be happy to assist the customer once we hear from them.

• Initial Complaint

  Date:09/15/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 09/18/2025

  Spoke with the customer and the issue has been resolved.

  Customer Answer

  Date: 09/18/2025

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

• Initial Complaint

  Date:09/07/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On three separate dates, Jun 12, July 16 and July 18, my SunPass device duplicated charges with my EZPass while I was driving in ** where SunPass is not even supposed to work! The three duplicate charges totaled $8. I have called SunPass twice and have submitted a claim via their website on July 28th. To date I have not received a response even though the online submission says I will receive a response within 2 business days. I submitted all supporting documentation to them via their website to show the duplicate charges. I want my money refunded to my account and my account closed with my balance refunded to my credit card. The total amount that should be refunded is $36.63.

  Business Response

  Date: 09/08/2025

  9/8/25-We have spoken with the customer and have provided resolution that meets her satisfaction

  Customer Answer

  Date: 09/08/2025

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

• Initial Complaint

  Date:09/05/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 09/10/2025

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

• Initial Complaint

  Date:09/05/2025

  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 filed a dispute and the email I received said they would contact me in 2 business days. After 10 business days I still had not heard from them. I called several times and the wait time was almost an hour. I finally got a hold of someone and they couldn't help me and said I should hear back. I never heard anything and the bill was due so I had to pay.

  Business Response

  Date: 09/22/2025

  Currently assisting the customer with their concern. 

  Customer Answer

  Date: 09/23/2025

   
  Complaint: 23844200
  
  I am rejecting this response because:
  You have still not told me how it happened so it wont happen again. And still dont see a refund 
  Sincerely,
  
  ****** **********

  Business Response

  Date: 10/15/2025

  Customer has been contacted and her concern has been addressed. 

• Initial Complaint

  Date:08/26/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a sunpass at a publix in ******* July 26, 2025, for a vacation and followed the directions provided and downloaded the app. The app instructed me to activate the transponder, create an account and add $10, which was help on my debit card. After that I added my rental vehicle, that I was emailed a confirmation of. A month later I received a $60 bill for $5 in tolls from my rental car company for the tolls I thought my sunpass had taken care of. The *** said I had a created account that was inactive..I had a linked transponder that was inactive.. that there were no funds, my email was associated but I was never alerted that the held funds were never deposited, because there were no funds deposited. After I said I did not understand how Id activated all things that were not activated she suggested I fly to ******* from ********* and return the transponder because she could not activate the device or add it to the account, it was clearly linked to because she had the transponder number. The customer service agent I spoke with hung up on me. She was unhelpful and made no sense to me. I am beyond upset that Sunpass cost me $72.63 (transponder (15) + fees from rental company(57.63)), for $5 in tolls and the *** was completely uninterested in assisting me in any way. Im quite disappointed in Sunpass in general. The fact that they can confirm an action on one end and deny it on their end is diabolical and a tool to rob people. Sunpass needs to be held responsible for blatant robbery on Florida tourists.

  Business Response

  Date: 08/28/2025

  I have contacted the customer in regards of resolving the issue. Ms. ****** appreciated the help.

  Customer Answer

  Date: 08/28/2025

  Update: ***** form the Florida DOT contacted me and is really trying to resolve my issues. I appreciate her reaching out. She has contacted the rental car company, created me a new account, and sent me a new transponder. She said she cannot guarantee that the rental company will refund mu funds so I have to keep this complaint open but I do appreciate the concern for their systems and sympathy for the situation.

• Initial Complaint

  Date:08/21/2025

  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.

  I keep receiving toll-by-plate toll enforcement notices. I have disputed those via their website. I have attached proof that I have paid them via E-Pass.

  Business Response

  Date: 08/22/2025

  I spoke with the customer today, 08/22/25, and resolved his concern.

  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,
  
  *********** ******

  Business Response

  Date: 10/10/2025

  I have spoken with the customer and resolved his concerns.

  Business Response

  Date: 10/15/2025

  I have spoken with the customer and resolved his concerns.

  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:08/20/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I opened an account with payment info Feb 2025 with the help of a Sunpass employee. The system now does not recognize payment info, I'm being charged as if not an account holder. Was told they would review initial phone call and someone would get back to me. I received a notice that the complaint was closed and that payment info was never entered into system. I have tried to contact a supervisor to no avail and receiving invoices. I can't enter the system as the sign in info appears to be inaccurate (I wrote down in my planner what I entered) so it appears there system had some glitch and they're penalizing me. They're beyond rude and refusing to resolve the issue professionally. I called last week and **** **** up on me after I had waited approx. 45 minutes. He said he didn't want to review the past issue just wanted to have me pay I assume. The past issue is what needs to be resolved. I asked to listen to the initial phone call but they won't allow me to.

  Business Response

  Date: 08/28/2025

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

• Initial Complaint

  Date:08/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  SUNPASS sends my bills to collections after not letting me pay them, then wont allow me to speak to a human being to handle the issue. They outsource me to ***** and that person blatantly lies. I tried to speak on the phone and they won't let me either. I also have records of terrible customer service and attempts to pay my bills online and on the phone. They need to be held accountable. 2 star rating on ****** says everything we need to know.

  Business Response

  Date: 08/28/2025

  I have contacted the customer in regards of resolving the issue.

• 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.