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:11/22/2024

  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.

  I logged into the website to remove a car we just sold and found that there are charges related to a vehicle that is not mine I have never owned. I filed a dispute regarding the license plate that is attached to said vehicle and got a denial letter back, referencing a different completely different license plate that is not on this vehicle in which the tolls were assigned to. When I called and talk to an agent, I was told there was nothing that could be done because the claim was denied even though it referenced a completely different tag. This is fraudulent billing. I have asked that they close the account, and they have refused to. Sunpass will need to contact the FL DMV to find the owner of that tag which they can pull the *** and associated the charges to that person. I can't it's not my car. , *** never owned that car. Also, I just logged in and the pictures of the car have been removed. I grabbed a screen shot for proof the car is not mine.

  Business Response

  Date: 11/26/2024

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

• Initial Complaint

  Date:11/19/2024

  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 received a Toll Enforcement Invoice with an invoice date of 10/23/2024 for Tolls that were acquired In November 2023. The vehicle and tag the tolls are charged to are not mine. Ive never had the tag number or the vehicle. I initially called to dispute this and they told me they got the information from GA ***. I was told I would have to go to the GA *** and have them give me something stating that the vehicle/tag was never registered to me. I took the time out of my day to go to the *** and they told me there was nothing they could give me about the tag/vehicle due to privacy concerns. They were able to see who the tag/vehicle is registered to but would not provide that information to me. They kept asking me where SunPass was getting the information that this was registered to me and I kept telling them that SunPass said they received the information from the GA ***. I called and let SunPass know that they will not give me anything saying this car/tag doesnt belong to me. I have called multiple times and cases have been opened by supervisors stating that the GA *** will not give me anything saying this isnt my car/tag. The cases continue to get closed saying I need to provide a letter stating the vehicle was never registered to me. GA *** will not provide this. I have tried to get it! The only thing they will give me is a list of cars with tag numbers that are registered to me. SunPass says they cant use it because its not on a letter head from Georgia ***. Ive repeatedly tried to explain to them that the GA *** will not provide any documentation. They repeatedly tell me that I have to go to the *** to get proof that the car/tag has never been register to me. Theres nothing I can get to prove my innocence with this bill and SunPass will not provide me any documentation showing that the GA *** says its registered to me. I paid tolls last year and this year when I used toll roads in *******. I have no problem paying what I legitimately owe.

  Business Response

  Date: 11/21/2024

  We have spoken with the consumer and he expressed he is satisfied with our response. 

  Customer Answer

  Date: 11/21/2024

   
  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.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:11/19/2024

  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.

  Dear SunPass Customer Service,I am writing to address ongoing issues with tolls and balances associated with my account. I have not lived in ******* since 2023, and I do not have an active SunPass account, yet I continue to receive notices and alerts about unpaid tolls and ************** provide some background:**** 2021, I paid approximately $900 in tolls to clear a registration hold from prior years, including balances from the ***** *********** 2023, I made an additional payment to settle any remaining balances, allowing me to successfully renew my registration in November.3.Despite this, I am now being told in 2024 that I still have unpaid tolls dating back to 2021.I am extremely confused as to why these balances are resurfacing. I have not received any detailed invoices or proof of these alleged tolls. When I contact customer service, I am not provided with clear information or documentation to substantiate the claims. This lack of transparency has made it difficult to resolve the matter.I kindly request that a member of your management team contact me to review the following:A detailed breakdown of all tolls and balances associated with my account.Proof or documentation of any unpaid tolls being claimed.Clarification on why this issue continues to arise despite my previous *********** is crucial to resolve this matter promptly, as it is causing unnecessary stress and confusion. Please let me know the next steps or provide a direct point of contact for further assistance.Thank you for your attention to this matter.******** Sims *****

  Business Response

  Date: 12/04/2024

  I contacted the customer on 11/25/24 and discussed her concerns. 

• Initial Complaint

  Date:11/17/2024

  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 received a toll enforcement invoice **********, Account *********, License Plate: ****** from ********************** which is not mine. It is not my account. It is not my vehicle and I have never owned this vehicle. I attempted to resolve the situation by telephone and was told that I needed to pay the invoice and there was nothing they could do. It is for $6.16. The account number on the invoice is not even my account. The license plate referenced is not mine. I looked it up and it is showing that it is for an Escort-Trailer and I was provided with a VIN #*****************, neither belong to me or anyone that I know. My name and address should not be on this account as it is not mine and they won't do anything to resolve the matter. I want my name and address off of the account. I will not pay the invoice as it does not belong to me. I tried filing a dispute on line three times, but received an error message each time which is why I am filing the BBB complaint. I hope you get this resolved. Thank you for your assistance.

  Business Response

  Date: 11/20/2024

  11/19/2024 - communicated with Mr. ***** and provided a resolution.

  Customer Answer

  Date: 11/20/2024

   
  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.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:11/08/2024

  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'm filing this complaint against Sunpass because we have been treated horribly in a very unprofessional manner trying to have our account fixed. I contacted Sunpass on 9/23/24 when I realized there was an issue with our account. Up until that time including a labor day trip to the ********** area which we continued to use our Sunpass for tolls we had no idea that we were being billed toll by plate instead. My family would NEVER knowingly want to pay 3 times the price of a toll when it could easily be billed by Sunpass for much less. I spoke with a supervisor named ********* who was checking into a call on 1/17/24 from my wife who admittingly did not put my credit card on the account. I however days later or the following week called from my phone number and spoke with someone to ensure the card was added.I was told by after they investigate they would rerate our tolls and correct them from toll by plate to the correct sunpass rate. I was told I would get a call within 2-3 days along with an email. Neither happened. I called again on 9/27 and spoke with ***. Everything was in a hold status as nothing was done yet.I called yet again on Tuesday, 9/29 and spoke with a supervisor named ****. At this point she advised me that on 9/29 our account was sent to collections despite our trying to have this worked out and waiting on Sunpass to do what they said they would do on our behalf. She said she would contact upper management as to what happened as it was to be sorted out in 2-3 days and she would have the collections flag removed and have our account expedited to be fixed. Later that same day I called back and spoke with ***** who told me it would take an 7-10 days for an additional call to be reviewed. I have many more dates with calls and nothing that happened to help us. I called today and spoke with a manager. They have no calls from my phone number at all. Totally not credible. I have a lot more calls to note but space on here will not allow me to write more.

  Business Response

  Date: 11/13/2024

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

  Customer Answer

  Date: 11/13/2024

   
  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.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:10/31/2024

  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.

  On 10/29 $8.35 was charged to my Sunpass account (amount is not the issue). I had sold the vehicle to a scrapper about seven months ago and forgot to remove the transponder (my bad). The vehicle was either scrapped or moved to another location via a five axle truck two days ago. I reached out to the company and they essentially advised it was my fault for not disabling/removing the transponder from the vehicle. I accept my part in this. It was the last thing on my mind, especially knowing the vehicle was getting scrapped.

  Business Response

  Date: 11/01/2024

  The customer's concern has been resolved at the customer's satisfaction.

  Customer Answer

  Date: 11/01/2024

   
  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.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:10/30/2024

  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.

  I had an active transponder with E-PASS and that Sunpass was double billing me. Sunpass never sent me an invoice and when I talk to them today, they had the wrong address on file which they updated. Sunpass sent me to collections for 7$ that they say was billed three years ago. I tried to file dispute (. request number 1-12389886494 ) It was ignored. Employee (devonte p1015 ) was extremely rude and unhelpful. When i contact the collection agency , they said i have to contact sunpass to dispute but i when i contact sunpass they tell me to dispute with collection agency , interest on $7 has grown over 500% . I have an transaction history and paid statements with e pass showing that i have active account during the time sunpass was trying double bill by toll by plate

  Business Response

  Date: 11/08/2024

  I spoke with the customer today, 11/08/2024 and addressed his concerns.

• Initial Complaint

  Date:10/28/2024

  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.

  on Oct ******* I logged into my sun pass account on my phone to add my partner vehicle to my account. I input the plate on and was notify that there were some tolls that went unpaid. I thought it was a bit high but went ahead and paid to be able to add the vehicle to my account. it was for $68.33. a few days later on oct 22, 2024 I realized that the plate was incorrect by a single letter. I quickly made the changes to my account to put in the correct plate. when doing so there was a $29.65 bill that was due that I paid to be able to add to the account. without paying these bills you're not allowed to add vehicles to the account. I tried calling surpass to be able to recover my $68.33 since I had paid the wrong plate. I file a dispute and was contacted by email stating that it was denied due to policy agreement. I quickly called to see what policy agreement they were referring to that will apply to my case as to why they were refusing to refund me my money. they stated that because it was an error on my part by putting in the wrong plate number, they don't give refunds. I asked where in the policy did it state at ** I read the policy and nowhere did it state it. they didn't want to give me or tell me which session on the policy those it states since that was there reasoning for me losing out on my money. lady said since it was my fault they were not refunding me the money. so basically, stating who ever plate I paid off got lucky. I provided proof of receipts that I paid both plates and that it was an innocent mistake, I was off by one letter and didn't feel I should lose out on $68.33. I argue with the supervisor to please direct me to where on the user agreement did state I was not in ****** to getting a refund and again they refused to state which part or session, since its nothing on there stating such as.

  Business Response

  Date: 11/01/2024

  Customer was assisted to her satisfaction .

  Customer Answer

  Date: 11/12/2024

   
  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.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:10/18/2024

  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.

  Received a bill in September2024- for toll dates from April/May/June of 2023 (18months ago) I called to dispute the charges since I had a sunpass account which when I moved to ** i had to wait to close said account until no more tolls came through. Which I did so. 3 months after I closed said account I got this bill from them on plates I haven't had in over 18months. and dates were over 18months ago. The customer service worker said it can take time to hear from other states... but 18 months seems very ridiculous in timeframe it takes to show a car drove through a toll. I feel scammed and uncomfortable having a bill come through from over 18 months ago and really no proof of these instances. I asked to reduce the charges to a sunpass account amount since I did have an account. They said i had to open a new account and I said no since I have a texas toll pass and i could be charged from both passes which I don't want to happen. They refused to offer any sort of assistance in their systems error or delay in sending a bill over 18months after the supposed tolls were driven through.

  Business Response

  Date: 10/21/2024

  Customer's concerns have been addressed

• Initial Complaint

  Date:10/18/2024

  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.

  Florida tolls is due today. --- Attempted twice to pay the $8.40 bill. The ***** website took all my information including credit card number (twice) and the website refused to process my license plate (even though it provided the correct license plate at the beginning of the process). Do not feel comfortable giving my credit card info over the phone to a person. Will be mailing a check this weekend. --- Do not want to be charged any late fees. ---

  Business Response

  Date: 10/22/2024

  10/22/2024 - sent an email and left a voice message for Ms. ******

  Business Response

  Date: 10/24/2024

  10/24/2024 - communicated with the customer and provided a resolution