About SunPass Prepaid Toll Program
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I received an invoice for a toll I knew was not mine. It was a Pay By Plate. When I looked at the photo, it was obvious half the plate was out of view, meaning someone guessed at the plate number. If they looked up the plate, they would have seen it was for a Honda Fit. The photo was of a commercial box truck. So I opened up a dispute, followed up with a second report showing my car with the plate in question. THEY DID NOTHING TO INVESTIGATE AND SENT ME A SECOND NOTICE. It took a very angry call to a supervisor to get this resolved, or at least I hope it is. Billing people via a photo is a HORRIBLE IDEA.
On Friday, June 5, 2020, I received my first check from going back to work and decided to make very small payments on all accounts just to keep it active. I went to make a $10 payment on my Sunpass but the credit card information was outdated. I went to update it to submit my $10 payment and it charged my card $974. It took my entire paycheck which included my rent and part of my car payment. I called the customer service number so I could have them cancel, refund, or reverse the payment. Unfortunately you can’t speak to a live person when you call, you only get the automated machine and there’s no option to speak with anyone.
I frantically called the turnpike itself and the woman who answered said she would try to get help. A woman from the department of transportation called me back and said she would get with someone from Sunpass to help. She called me again to tell me that I would be getting the payment reversed and I was so relieved. Now mind you, it’s the 5th and rent was due on the 1st. The 5th is the last day of the grace period to pay your rent “on time”. Because Sunpass took the money out of my account, I couldn’t pay rent and I’ve now tacked on an additional $200 late fee that I have to pay.
On Tuesday, June 9, 2020, I received an email from Sunpass stating that they were not going to reverse the payment of $974 because my $10 payment was not enough. How do you in your right mind just charge an amount to someone’s card without their approval. If I entered $10, what makes you think I can afford $974... during a pandemic?! There’s no one I can reach out to for assistance and I’m paying the price for just trying to keep the Sunpass active. I want my $974 back that was wrongfully taken from my account. I don’t even give Sunpass 1 star. This is not the first experience I’ve had with them that went poorly and most of the Floridian people I know would rather not deal with Sunpass either.
Beware...when you open a Sunpass account, you must read ALL fine print and make sure you select: "Receive Statements Electronically" or you will be charged $1.50 for a monthly statement (hardcopy) to be sent to you...after this happened, I notified Sunpass to ask what charge was and was told that I did not select paperless selection when opened account...after requesting adjustment to charge due to new user and requesting forgiveneess for oversight, I was told charge would NOT be reversed as mailing already occurred...the mailing didn't not cost $1.50 for sure - this is not appropriate in my opinion...extremely poor customer service - beware!
For something that should be a seamless process, it is a nightmare for most Floridians. Sunpass will overcharge, double charge, and send you a bill with a photo of a car that is not your car. According to the newspaper, they have even sent bills to people who have died years ago but yet their corpses are still racking up tolls through Sunpass. They are unreasonable and rude and they defend their actions by saying they only make 10,000 mistakes every year and they think that number is acceptable. Florida deserves a better toll system. Sunpass is not capable of accurately handling the job and should be replaced by a different system. I can't reclaim the hours of my life that I have spent on the phone with them over their mistakes. I look forward to the day when they are replaced.
4 years ago I stopped using my Sunpass transponder because I thought that I was being constantly overcharged. I paid off what I owed and threw it away. Months later I received a bill. They explained I had incurred more tolls that I hadn't yet been billed for at the time of my last payment so I paid those too. I thought I was done with sunpass. A few days ago I received an Mdx toll enforcement invoice which as usual I paid for, but first I was too lazy to grab the bill so I logged in to sunpass by redirect from mdx and searched for my bill by plate number. Boy was I shocked to see an amount due for over $4,000!
This made me search frantically for the actual paper bill and when I found it, I logged in this time using my account number on the bill and this time my balance was only $230 which I paid online. I'm frightened to think that when I log in using only my plate number, that I owe $4,000 however I've never received a bill for this amount. I'm afraid the amount is growing on its own and I'm also afraid to call. I have been paying all of my toll by plate bills, why would I owe sunpass?
I had a SunPass account and had it linked to my debt card thru Easy Pay. I have been charged over 100 dollars for tolls that weren't mine. When I spoke to customer service and a manager I was told there was nothing they could for me. Somehow the wrong license plate got linked to my account. Even though they have a picture of the car and the license plate that wasn't mine they still won't refund my money and charge the right person. I don't understand how they can do that to me.
I purchased a SunPass (suction cup transponder cost $20 & I put $20 on the account) when I got into FL this past Feb. First, the registration process is confusing. It was the weekend so no customer support was available. I finally figured it out that you didn't have to leave credit card info so your account would automatically renew. You could place a one time amt on it & then replenish as needed. When I pressed submit the page said you transponder is ready to use. I went through a couple of gates & the transponder read. About 15 hrs to 16 hrs had elapsed. I got to a couple of gates owned by E-Pass & it didn't read. I asked SunPass if they could more $3.90 of my $16 on my account to pay these. They said they couldn't because my transponder was activated less that 24 hrs. So I had to call E-Pass and pay by credit card $3.90.
To all people planning to visit Florida & use its toll roads. All toll roads have pay by plate tolls meaning you can use them & they will send you a letter with around $.40 to $.50 cents added for processing. Out of my $20 & the addition of $3.90, I spent around $7.00 in tolls. That may have increased to $8.50 or $9.00 with surcharges. This didn't cover the cost of the transponder again which was $20. The permanent one is around $40 out of the vending machines. If you must get a toll pass get an E-Pass. They are FREE. People at E-Pass also appear to be friendlier. Just request it to be sent to you well before your trip.
I need information, you folks won't give any. So I'm at a loss. I am a VietNam vet. I need information. Tavares to Lake Nona the only time I use the Toll Roads. ** is my mini SunPass, not on my car, because I don't trust you. You have shut me off, literally, 5 times. Please give me "useful" information!
An unknown car was added without my consent to my account and I ended up paying about $60 on tolls for a car that it's not even mine. I called the customer service line to let them know what was going on, they said that unless I could show them the rental agreement for the vehicle proving it wasn't me who rented it there was nothing they could do about it. I told them there is no way I could show them the rental agreement since it wasn't me who rented this car. It is absolutely ridiculous how my account information was stolen and they do not want to help. I ended up paying 60$ on tolls for a car that wasn't rented by me or added to my account by me. The agents did not care or wanted to help at all. It is unbelievable that they could not do anything else to try to help me and refused to give me a refund. The worst experience of my life!
Called to ask about a unauthorized charge and they claim I set up autopay, if I had autopay, my account would not have a balance higher than 20 dollars, "autopay" is their way of going into anyone's account and do whatever they want, not the consumer's fault for not knowing how the system work on their end when asked to verify your name 10 times plus your, address, pin number, security questions etc etc. I feel bad for the reps getting paid minimum wage and acting like they hate their jobs.
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