SunPass Prepaid Toll Program Reviews

SunPass is a scam especially at the airport by terminal c in Orlando Florida. They intentionally will close off entire parking lot so they force you into this one corner by the SunRail where in order for you to gain entrance you have to get an auto deduct or Auto replenish and you have to agree to it. If not you cannot park. They are scams. They have thieves and frankly the Orlando international airport is in along with it including the sun rail staff. They charge you $20 for parking even if I told you only going for a few hours because if you don't have SunPass even better you have to pull a ticket which automatically is a $20 charge. There's no controller accountability of any sort and millions of Floridians every year are now being subject to getting robbed!

This is the absolute worst online experience anyone can imagine! The app and website are very poorly developed and unuser friendly! Please spare yourself the hassle (3 hours to activate) and just pay tolls by plate!

Avoid Using SunPass Pro for E-ZPass in NY or NJ. If you're traveling to New York or New Jersey, do not rely on SunPass Pro for E-ZPass tolls. I was charged tolls at rates higher than the standard E-ZPass rate—some even exceeded the Toll-By-Mail or Pay-By-Plate rates. I submitted a service request to SunPass customer support and received the following response: “All tolls will be posted at the full toll rate for SunPass users.”

Have never been more disappointed in a company than I am with SunPass. While this is not directed at the individual representatives I’ve spoken with, it is directed at the way this company operates. My license plate was stolen, and I immediately filed and submitted a police report. Despite doing everything required of me, I continue to receive bills for a vehicle that does not belong to me, connected to a temporary tag I only had for less than a week. Over the course of this situation, I have spoken to multiple people and spent countless hours trying to get this resolved. Not once has SunPass provided me with clear communication, accountability, or a resolution. Instead, I was blindsided with an email informing me that the matter was simply “sent to collections” — a move that shows zero compassion, zero understanding, and zero willingness to actually investigate or assist.

I've had my sunpass since 2020, never had any issues until I got a new plate. I've been billed $18.32 so far and it's still going for a vehicle that is NOT mine. I've contacted Sunpass multiple times asking for a credit and to figure out how their cameras are mixing up plates. No response, no help, no credit and they just took another $10 from my account for charges that were not mine. I can't be in Jacksonville, FL and Sunrise, FL at the same time! I canceled my transponder and I've order an EZpass... fingers crossed the bogus charges stop.

Sunpass is the most inconvenient firm you're ever deal with, I've been having issues trying to keep a card on file and for some security issues banks find them as a fraudulent transaction which Sunpass refuses knowledge. Unable to get anything resolved whatsoever instead I'm getting billed outside toll invoices they didn't pay. Wish there was a better way to report this company than just a review.

Hello, I received an invoice with a picture of a car that is not mine. I call customer service and the lady that answer the call, kept insisting that it was my car in the picture. I ask to talk to a supervisor and she put me in hold for over an hour...so very ethical and helpful people working for a multi million dollar company...We have to keep using them we have no other choice..unfortunately.

While attempting to pay my invoice for over 45 minutes the expiration year of my credit card kept disappearing so the payment wouldn't process. I tried using the second credit card and the same thing kept happening. I'm going to try again tomorrow, but I would hate to drive all the way to DMV to pay a five dollar toll fee.

Waited on the phone for 45 min only to be treated like crap by the person on the other line (typical government worker). Because I asked questions about my bill! I was double billed and, I was also billed for a tag that hasn't been used on the car for 6 months. I then was told I was talking too fast and he then said he would transfer my call if I couldn't talk slower!!

They leverage a call center option that sets the maximum wait time for calls answered to the time they close. I called 30 minutes before they closed and sure enough my wait time was 30 minutes and it kept lockstep every time they mentioned how much time I had left to wait. Very bad customer service.

The most inefficient and frustrating service you could possibly imagine receiving is nothing compared to what you actually get. The phone line never works, with hours upon hours of waiting, no solutions, no empathy, and no professionalism. This monopoly is an absolute disaster. It is a disgrace to the country and the state that this institution cannot function even moderately well. What a horror…

I am extremely disappointed with SunPass and their handling of my toll account. For months, SunPass has been withdrawing money daily from my account, supposedly to cover tolls. I trusted that they were doing their job and paying the correct toll agencies. Unfortunately, that was not the case. Despite the consistent withdrawals from my SunPass account, E-Pass tolls were never paid. As a result, E-Pass started sending invoices to my home for unpaid tolls that I had already funded through SunPass. Things got even worse when those unpaid invoices eventually landed me in court, and I was forced to pay $1,830 out of pocket for tolls I had already funded.

Basically I transported my car and they charged me a toll and they're asking me to jump through hoops to get that toll reimbursed to me. Last year the same thing happened and then reversed me just fine. This year all the rules have changed. Instead of bitching about how poor service they have I switched to my Ipass from Illinois and I can use that in Florida so I don't need SunPass. My advice give up SunPass and get a different pass from another state.

Bottom line, it's State Run and needs to be overhauled. Every 6 months I must call to get the incorrect charges removed, plus other little nightmares. The people answering the phones are okay based on its one horrible call after another. Our Governor needs to get involved. The photos shows a vehicle and it clearly not my vehicle or my plate number, but I was charged for the toll!!! The plate could not be any clearer!

Customer service is terrible, and nobody seems to have any idea what they are doing. Trying to set up any type of payment arrangement is a nightmare. You're given no time before it's sent to collections where you then have to go back and forth with SunPass and a collections agency to clear your balance. I need to activate transponders and can't because they keep you tied to a collections agency. Biggest joke in America is Sun Pass.

TERRIBLE, AWFUL, PAIN IN THE A$$. Won't allow my bank to connect to my SunPass account. And they keep sending me threats because I need to connect my account to theirs so I can pay them $6! 😒 You can't speak to anyone at sunpass because it's automated. My bank kept apologizing, and sunpass? I have to drive to CLERMONT and walk in personally. I'm SO mad. Who has time to drive 1.5 hours in traffic to pay $6 because THEIR system doesn't work??

Poor(horrible) customer service, the wait time to speak with a representative is between 25 and 30 minutes. Unprofessional team and depending on the road you could be charged by both SUNPASS and E-PASS however since they make it extremely difficult to speak with a Rep you have no choice but to leave the problem as is.

Received Toll Enforcement Invoice to be Paid, missed since I was hauling small trailer. Got notice in the mail for payment. Go online on phone. Get locked out! Go online on my computer, log in. Input invoice and plate number and system locks me out and says security error. So confused on why this is such a hard process. If someone is paying let it get paid. Why all the bs.

Currently, I have a transporter. I should have received "low balance funds" from SunPass (since I am subscribed to notifications). NEVER RECEIVED ANY! When I contacted sunpass, customer service they could not provide tolls transaction, nor I cannot see June statement despite that is there and registered NOTHING! NEVER SENT ME TOLLS VIOLATION INVOICE!

Same as another reviewer. SunPass has been randomly charging tolls incurred by a motorist with a very similar license plate to my account. There is only one number difference between the license plate (my plate is **, theirs is **). The amounts are small, so it didn't come to my attention until SunPass hit my credit card to replenish the balance. SunPass says, "If the license plate is not yours and/or was sold or stolen, please notify us in writing. Be sure to include a copy of DMV documentation stating when the plate was Canceled or Surrendered, or a signed completed copy of the Police Report." However the plate never belonged to me. How does one proof that. Sunpass doesn't want to reconsider, but it is obviously not a fluke as others have reported to same. Also the fact that the license plates are so similar makes me think of a scam rather than an honest mistake.

Everyone is correct in stating that Sunpass are a set of thieves. In the past couple of months I have received bills from them over $60. Customer Service was fine but I found myself having to go back and forth between Sunpass and E-ZPass in order to dispute charges. I am basically being billed twice and Sunpass is pocketing the extra money. Steer clear of Sunpass!!

I give them a 1 because there is no option to give a zero or negative number. It almost impossible to effectively engage with them, i.e. a Human, and their on-line system and response is ridiculous. It seems that their systems are either set up to ignore customer service and maximize revenues or they are incompetent. In Mar & Apr 2025, I used 20 FL SunPass tolls using my EZ Pass of which 19 were automatically billed to my EZ Pass account. On 2/25, for some unknown reason, a $0.50 charge was not made to my EZ Pass account although nothing had changed my end. I subsequently received a bill for $3.00 (incl. a $2.50 Admin fee). I disputed this online (because you can't talk to a human) and was given a case number. A few days later, I received an e-mail from them that my case was closed and I assumed it was over and I didn't owe anything - WRONG!

Today I called Sunpass to ask about the invoice I received. I needed some options. I ask all my options if I don’t recall those days that the vehicle was on the toll. The supervisor was the rudest. She screamed at me like a police and told me, "Go pay it. Pay right now. Go to the library and pay it." She screamed. The rudest person. How she is a supervisor that is so not OK. No respect at all.

So you Fill out your account and you get your account started and if you forget your password lo and behold, you can’t go nowhere and if you need to talk to a customer representative to try to get your password back lo and behold you ain’t gonna find it unless you drive all the way to Tampa and wait in line for about two hours so. Also in the meantime, they’re writing you letters threatening to take your license. Take your tag double your fines, and all of this because you can’t pay your toes now that you haven’t tried. Not that you ain’t got the money because you forgot your password and not being able to get a hold of a customer representative is totally uncalled for. A lot of us do not have the computer, smart, or the patients with your stupid automated teller system, but we’re losing our license cause we can’t pay you because we got our stupid password.

I would like to inform the public about a legal extortion scheme that the Sunpass management [aka Florida Turnpike Enterprise, part of the Florida Department of Transportation (FDOT)] have implemented as standard policy. This extortion scheme takes a portion of delinquent Sunpass accounts and in moves the "past due" portion to a collection agency (Alliance collections). This mechanism and the wait times Sunpass has baked into the process prevent you from being able to bring your total account current in one step, forcing multiple iterations of delinquency and payment lockouts between the two accounts (Sunpass and Alliance).  

I think I’m tech savvy. This website and the app are impossible to navigate. Nothing works. Can’t register a car. Customer service sucks. Your online support is miserable. Your business model needs a lot of work.

DO NOT USE!!! Biggest scam! Waited on hold for two hours to speak with a representative and spoke to “Christine” who was the most rude person I have ever spoken to. She did not resolve any issues of mine, had an attitude and then said I can speak to another representative. This consists of going back into a cue to wait another two hours. They double bill, add fees and don’t tell you why and just say “pay it”.

Absolutely horrible! Charges applied when they shouldn’t have. Can’t get anyone on the phone!!!! Called E-Pass and got through immediately. On hold with SunPass over an hour. Sunpass has been charging me even while I have an Epass. Please be sure to remove your account information and fully close your Sunpass account. Don’t just remove the transponder. They will still charge you based off your license plate!

I called on 3/12/25 and spoke to a gentleman named Allan. I expressed my concern about a spam text I received and he informed me it was bogus and to delete it. He stated that Sunpass will NEVER text a customer. Then we discussed activity on my account. He was thorough and explained some important facts, I was unaware of. He was professional and kind in his delivery. I was very grateful that he answered my call. Keep up doing a Fantastic Job Allan.🤗

Horrible customer service. The first time I called the representative seemed to not care. She said she'd submit a ticket for my issue and said someone would look into it. Did not give me high hopes on a resolution. I did receive an email when the ticket was submitted and when it was closed. However, I had more questions when I read the email.