SunPass Reviews 102

Was charged over $140 for the Queens tunnel. First call was 12/8/2023. Had $33 in subsequent charges after that. Sunpass stated that my license plate was entered incorrectly and that was what was read. They stated it is my responsibility. I know for a fact when I put a rental car on the account once, I had the proper plate #. Evidently they must think I was lying when the vehicle was never in HY city. Dispute was denied. Had EZ-Pass for years and never had issues.
Good thing EZ-Pass now works in FL. Sunpass account was closed. It took 8 phone calls and almost two months to get an answer.

SunPass is a BIG SCAM! They are charging innocent commuters especially those who are from out of state. They continue to send invoices even though you disputed the charges. And they overcharged the Administrative fee for each invoice! Why can't we pay $1 every time we use the toll instead of you acting like we missed paying and adding additional charges? SunPass is a BIG SCAM!!!

As of today, SunPass parking is attempting to charge me $267 for five days parking in economy lot at PBI. it should be $45 for five days at $9 per day.. They first charged my card $156 for 13 days in garage at $13. I called my card company and them and said I am owed $111. Then SunPass even more absurdly charges me $111 on the site instead of giving it back to me!. Fortunately I cancelled my card for this reason and disabled transponder. This is still unresolved as of 12/19. Customer service is non existent.

Got charged one time by sunpass and again by e-pass, for the same dates and times. Both claim they bill each other's tolls, but now I paid both e-pass which sent me an invoice for unpaid toll, and sunpass charged my prepaid account for the same. Completely dysfunctional!

Back in mid-2021., I drove through expressway and they mailed me 2 invoices. I could not pay that time since I don't use a car a transponder AND there is no toll booth to make a payment. I made my payments via 2 checks, but SunPass kept sending me the invoices. Then, they sent me to VALOR collections because I did not want to pay something I already paid. I called them and paid the collections fee as well. Now, 2 years after that, a TAG agency would not let me renew my license plate tag because of an "unpaid" invoice. I called SunPass/FDOT again and asked them how to submit the bank statements to show I already paid my 2 invoices plus a collection fee. S-E-R-V-A-N-D-O (he is some kind of manager) from Sunpass told me to go to their website and attach the docs, but it turns out you cannot attach any docs to the website - something has been broken on their website for a year at the time and I was not able to attach docs over and over again. This was not an accident on their website because other people had the same issue. I asked them where to mail my proof of payments and they provided me a P.O. box in Texas. Since no one contacted me in about 4 weeks, I called a local number I called a few times before. I connected the dots when you call the local number, they "do not have" visibility to the documents I sent them and there is no number to talk to SunPass agency in Texas, where I was told to mail my proof of payments. That's why I know this is a fraud based on what they do to people. You send them documents, but no one gets them to take a look at them!? I had to pay additional $39 in collection fees again, so that I can get a tag for my car. They blackmail people basically. This is the worst state-run business I have had to deal with. This is a state-run SCAM and nothing else. They are out there to rip off hard-working people. They are absolutely TERRIBLE. I suggest to people to check how much you are getting charged because there is a high possibility you are getting overcharged. I stopped using transponders years ago because I was getting overcharged when they were automatically deducting my money. I have been avoiding Expressway toll-rip offs for the past few years any time I can. They deserve ZERO stars on their review. They don't need to call me or email me about this - I called them at least 6 times in a month and a half and spent about 2 hours on the phone with them a few months ago and every time someone picked up the phone, they just wanted to make me pay for something that has already been paid and they were telling me I owe them money. They would not do anything else about the issue.

I have never experienced the depth of dysfunction that Sunpass has demonstrated.orrible customer service. Their system is designed terribly and the help you get is poor and they provide no clear path to get help,
Just horrible!

Stay away from this service folks. Just stay away.

SunPass has been randomly charging tolls incurred by a motorist with a very similar license plate to my account (my plate is Yxx-SKX, theirs is Yxx-SLX).

The amounts are small, so it didn't come to my attention until SunPass hit my credit card to replenish the balance.

SunPass tells me, "In the event that a license plate is added to the account incorrectly, it is the users responsibility to immediately notify SunPass... we are not able to process any adjustments for the disputed toll activity."

The Facts are clear and very simple:
SunPass posted bogus charges against my account;
SunPass sent me no notification of the new charges, or of the new plate they are randomly charging to my account;
SunPass did not mail out (or otherwise provide) monthly statements which the account holder could use to reconcile any activity on the account; and
SunPass seems to operate in an alternate reality where facts, logic and common sense don't matter.

I can't even justify one star but I had no choice in order to leave a review. They suck!!! They charged a $2.50 Admin fee to mail an invoice which I never received. Gone, done, over it, goodbye Sunpass, I will take a road with out tolls just to AVOID YOU!!!

They are the absolute worst! This is not a bad experience from a long time ago, this is NOW, right now and it continues everyday. Think I'm making it up, go online and try. I bought one of those rip off transponders so the scamming crooks can get their toll money. I tried to register it and it says need to create an account first. I try to create an account and it says can't do without a transponder. It just sends people in circles. They must hire the worst IT people too. Any message you type isn't on the screen. The only way to see it, is to back out and then start typing, but as soon as you start typing it's covered again. In other words, you can't see what message your typing or words, etc. I've never seen such a screwed up site! Then, try to get assistance, wooooow, good luck. My advice avoid the tolls! Even if you have to drive 2 minutes out of the way it's better than what those crooks charge!!!!!

I called everyday since Monday at least 7 times a day. I have not yet able to speak with a Human. I have a sometimes on my car. And I get home and I got a bill in my mailbox. I called I called I called I emailed I've gotten no call back. I've gotten no responses via email. I have been ignored if I was you. I would not trust sunpass sunpass. The scamming company, there is no way that you're able to speak to somebody with a pulse.

Sunpass told me that my balance was zero and then made u another charge of 9.52! Total greed and fraud!

As a one-time courtesy, Valor
Intelligent Processing (VIP), the
collection's organization working or
pehalf of the Tampa Hillsborough
Expressway Authority (THEA)
removed the collection fee from the
total collection balance owed,
leaving the balance for tolls only. The
customer paid the collection balance
on June 1, 2023, for $18.70. The
collection balance is at zero as of
today's date, June 2, 2023.

I received a legitimate bill for $3.30 for my usage of the tolls during a visit in December 2022. I used their website to enter by bank account information and pay the balance. Weeks later, I receive another invoice stating there was insufficient funds, with an additional $25.00 insufficient funds fee and a $2.50 administrative fee tacked on. I opened a dispute as I am 100% sure this was not a case of insufficient funds. I contacted my bank to ask if they saw any history or attempt of this transaction and they did not.

When I received SunPass' response via email, they stated, "Thank you for contacting the SunPass Customer Service Center regarding your account balance. Upon further review, a payment in the amount of $3.30 was received on 2/10/2023 and posted to your account. According to the notes on your account, the payment was reversed by your bank institution on 2/10/2023 and applied a $25.00 non-sufficient funds fee. Non-sufficient funds fees are processed by your bank. You will need to dispute the insufficient fund fee directly through your banking institution. If you have any other questions, we are here to assist over the phone at 1-888-865-5352 Monday through Friday 7:00 am-7:00 pm, Saturday 8:30 am-5:00 pm.".

Again I contacted my bank who confirmed that there was no history of this attempted transaction on 2/10/23 or any of the surrounding dates, and they did not charge any sort of insufficient funds fee.

Of course it is impossible to reach a human with SunPass with their "customer service" phone number. I went ahead and begrudgingly paid the full amount because $30 is not worth the hassle, but I can only imagine how often this happens and how much money they are making this way! Unacceptable!

Received an errant toll invoice showing a motorcycle with supposedly my plate number in a grainy B&W photo from the middle of the afternoon. Problem is I don’t own a motorcycle, haven’t been to FL in over 20 years, the plate in question is registered to a car, and I live over 10 hours from where the toll billing took place—and was at work on the day in question for a law enforcement agency in my home state! After plenty of run around, blame being placed that this was somehow my doings, and the agent talking in circles as I asked simple questions my invoice was filed as a ‘dispute’ as I was told this would have to be investigated as FL DMV ‘verifies’ all information before an invoice is sent. REALLY?!? Who ‘verified’ my plates for a passenger vehicle as a motorcycle? I was told the investigation would take 2-3 days and at that time I would receive an email with the findings. Why am I certain this is only the first chapter in a long and twisted tale of incompetence by FL DMV, FDOT, and the SunPass system? The system failed miserably out of the gate and failed to verify any information prior to sending the invoice and now I’m supposed to believe competence will prevail? Bring it on SunPass, my heels are dug in…

Can't pay my toll online tryed calling takes me to want to buy insurance what a joke this is we payed all tolls when I was traveling they said I missed it was the last one free money for Florida

I can't even log onto the site-- it says I need to attach to a logon session-- but there is not a button for that and resetting the password does nothing.

This is now 2 x in the last two years, I call to update my account, and there's a young lady's voice on the other end. Mind you I was on hold for 45 minutes. Right from the beginning of the conversation I could sense she wasn't actively listening. Simply by how many times she asked me to repeat my name!!! I had to repeat my self several times, hopes that she would get it right. But of course she screwed up my account worse than the last Agent I spoke to a year ago needing to remove a junked vehicle. She also delete my active Vehicle & left the junked vehicle as active. Like WTH kind of skill set does one require to work as a customer care specialist for this company? They should fire their HR Manager. Because this is ridiculous!!!! I'm now on hold again for another freaking hour to get HORRIBLE SERVICE!!!!

I WONDER HOW MANY PEOPLE ARE OUT THERE DRIVING WITH THE VEHICLE INVALID SIMPLY BECAUSE THEIR HIRING REQUIREMENTS ARE POOR!!!!!

A zero is more accurate. There is 👎 customer service. I remained on the line holding for 1'45" and no one ever answered the line. Waited 4 days for a"call back ' which they offer you as if it is a viable option which it is not, I still have an unresolved issue and no way to resolve it. This is totally unacceptable. They rake in too much money to offer customer support. Florida needs to use a different company.

Go with E-Pass. Sunpass is the worst customer service experience I have ever had to deal with. They will send multiple bills with incorrect information, you cannot speak to someone without waiting days & they are rude and unhelpful once you do speak with someone. After years of using SunPass, I am so excited to have some customer service & better communication with E-Pass!

I have had SunPass for years & switched to a SunPass Pro over a year ago. When I switched to Pro, I had to call since there was not a way to cancel the old SunPass so THEY did all the updates to the account. Today, 1/14/23 approx a year later, out of the blue I got an Invoice for tolls covered by my SunPass. Called several times on 1/14/2023 and their system was down. Finally got "Greg" who was at best accusatory and incompetent. He said I must not have updated my tag or credit card info. I told him I don't have a new tag nor credit card info. He continued to tell me I must had made some kind of mistake??? Asked for a Supervisor. She said "the transponder wasn't read". I pulled up my SunPass statement and it was definitely on the on-line bill & already paid. She kept arguing with me that it wasn't. The on-line statement shows the date & time of the transaction and it is the exact same as the paper invoice I received in the mail. Complete incompetency going on at Florida Dept. of Transportation!

Sent a check. My bank account was charged. Company keep sending invoices to me. Customer service is always busy and unprofessional.