SunPass Prepaid Toll Program Reviews

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.

I consider the tolls for Florida’s turnpike to be theft. The tolls are absurdly expensive, even with a Sunpass. Why on earth do you charge daily commuters $1.60 a day to drive 5 miles on the turnpike to WORK. Eliminate the toll system on the turnpike.

Fraud and scam, not deserving even 1 star, but seems like they ok with it, judging by the amount of negative reviews. Charges are unpredictable, tracking of payments is unclear. Not worth to use it at all.

They biggest scammers, they put you on collection without real notification and months later is too late. So they make you pay twice because they in complot with another agency so you pay double and they get more money from you. If there are other options I will never use this service again.

SunPass: The only service where you pay to be frustrated!" I bought a transponder, paid for it, and trusted it would last a decent amount of time. What a joke! The device stopped working out of nowhere, leaving me stranded at tolls. When I reported the issue, the company's brilliant solution was to inform me that the transponder was “out of warranty” and that I had to buy a new one!

The idea of the Sunpass is incredible. It is very convenient. HOWEVER, if you ever have to deal with the customer service dept (which you will, trust me), be prepared to come in blazing hot. You WILL receive statements with debits/transactions that are NOT your vehicle. You will have to reach out to customer service to have them credit back your acct. They will NOT be helpful in anyway whatsoever. They will try any way to not give you your money back even knowing it's not your vehicle, you don't like that city, etc. It happens almost every month! I absolutely HATE IT. I wish I didn't love the convenience of the pass.

Do not buy this pass. The first time using it they doubled charged my account. They can not provide proof of my car passing through the toll twice. They claimed I went through the toll 2 times "15 minutes apart" as "their proof". I went through the toll only once. Only Once. You have no recourse. This SunPass Pro is a rip off. I should have read the reviews before I bought it or used it. I've been told that this company commits fraud and could care less as the money is in their pocket. Now I believe it!!

I have attempted to pay via phone and website throughout a 4 hr period however neither service can take my payment or assist me as payment software is down. This is not the first occurrence of this happening.

SunPass charged me in another state and as an 8 axle vehicle. Despite me contacting them to advise them it was not me and my account was now negative because of the charges, I was met with disregard. I have been opening grievances since the beginning of August! I can prove I was never in this state and I have never held a cdl license to drive an 8 axle vehicle! It’s now been months and it cost me so so much extra money and SunPass could care less they are harming the most vulnerable population by not rectifying the situation! Nothing nowhere should be treated with such disregard and nobody should have to reopen their grievance ten times and still have no answers. I need ALL MY MONEY RETURNED.

I recently had an extremely frustrating experience with SunPass customer service that left me feeling unheard and disrespected. After calling to resolve an issue with my account, I was transferred to a supervisor for further assistance. Unfortunately, this is where the problems began. The supervisor on the line not only failed to listen attentively, but also spoke over me repeatedly, making it difficult to explain my situation. It felt as though my concerns were dismissed without any genuine effort to understand the issue at hand. As if this wasn't enough, during the call, I was suddenly disconnected without any explanation or attempt to call me back.

I currently have a Sunpass account with 3 vehicles on it charging to my family card. I recently got a job where I have a corporate card that I can use to expense my tolls. I tried to deactivate my transponder and create a new account that I could link my transponder to my corporate card. I was unable to create a new account without purchasing a new transponder and called customer service where I was told I would have to purchase a new transponder in order to do that. Apparently you cannot transfer your own transponders to new accounts. WOW!

Governor of Florida ordered all tolls waived during recent hurricane. Unfortunately no one told SunPass because they continued to charge tolls … I closed my account … The Governor should not make such claims in generalities.

On 9/3/24, I traveled I-275, north & then south, thru the Gateway area of St. Petersburg. This is in the area of the new express lane (SR690 Gateway Main EB MP2). At NO time did I enter the express lane, as I purposely avoided doing so. Reviewing my statement, I noted I had been incorrectly charged for use of the express lane, when I positively knew I did not use the lane. Hence, using the online dispute system, I requested a refund for the erroneous charges. My request was denied via email.

I'd give them a 0 review if we could. They're absolutely awful. They rip you off. My first invoice was due to a card expiring that I had no idea about. First time happening and they didn't even make things right. They charged me the full toll rate rather than the discounted rate I've had all these months. They wouldn't honor my discounted rate and are making me pay the full toll rate EVEN BEING A CUSTOMER. Zero customer service skills and the reps are definitely trained how to be rude, nasty and lie to you. Not happy. Deleting my account. Not worth calling them unless you need your blood pressure to raise.

If I could give SunPass a zero I most certainly would. They sent me a bill from 6 years ago because they said I did not cancel the transponder on a rental that I had while visiting Florida even though they had the information of when the vehicle was returned. 38.00 in 6 years right? If they knew the vehicle had been turned in then why did they continue to let the transponder be used? Why did it take 6 years to send me a bill? The customer service is awful along with the supervisor that I spoke with. When I tried to pay the bill over the phone the representative kept asking me to repeat the information because she kept entering it wrong. I was absolutely steaming by the end of that conversation. On top of that, they refused to send me a receipt but did send an account closure letter.

Customer service reps are RUDE, INCOMPETENT and VERY ARGUMENTATIVE. They could care less and will hang up the call when they don't want to deal customer issues. They will pretend they are working and completing customer request. I have to call over and over and it feels like a scam and a joke. SOMETHING NEEDS TO BE DONE. They also disconnected my transponder, license plate removed as well as my automatic payment. They have added it over and over and over and they are not really doing anything. This is a JOKE. Supervisor by the name Yolanda was also rude and obnoxious. Unprofessional and did I say rude!!!! She hung up on me after she kept talking over me without listening to my issues. I wish there was a -100 rating to give.

Terrible customer service. I have never dealt with so many incompetent people. They have a monopoly and don't care about customer service. I wish there was another company to choose.!!! TERRIBLE CUSTOMER SERVICE!!!!

Does anyone read these reviews and try to implement change? I called CS because my transponder wasn't being read. About the 3rd contact I was told to replace the transponder. I agreed and my pre-paid account was immediately debited. A month later....no transponder. I emailed and was assigned a case number. Three days later the case was closed with the explanation that there were delays of 2-4 weeks in filling orders. Mine was already over-due but...case closed! Sunpass took my money and I have no transponder. Sounds like theft to me!!

Just ripped mine off my windshield, lit it on fire, trashed it and ordered an EPASS. I'm not paying for a service that doesn't work and actually cost me more, instead of saving me money. Do yourself a favor, and steer clear.

Updated on 09/24/2024: Just want to update from my last review regarding incorrect charges to a surrendered license plate. I have received another invoice which makes number five in less than a year. I contacted Sun Pass again and they keep apologizing but explained that the system is automated and the invoice is computer generated so when they can't read all the numbers correctly it automatically charges to a tag that has a similar number. They added more comments to my account and tried to escalate the problem but could not make any guarantees that it would be resolved.

I HATE going through Florida whenever we have to go through SunPass. Every time we go, we pay money at the toll, then weeks later get a separate bill for 6 to 8 more dollars on top of the toll fee already paid. They give some lame explanation on why, but I don't understand why we should be charged over $10 just to go through the toll. Then they don't take cards, you have to have cash. Like that's so STUPID! Just charge people at the freaking toll bridge everything at one time. The stupider thing is that they actually spend more money to hunt people down and print off paperwork, pay for postal, all to collect extra few dollars. How crazy is that. No wonder the have literally 1 star ratings. This toll is a complete JOKE. It's literally easier to cross the border as an illegal immigrant than it is dealing with these crooks!

Let’s talk about how SunPass double charges you when you have an E-PASS, OR how sunless sends you an invoice weeks or months after you’ve “owed” more than $90. So you call them and say hey what’s this invoice for why is it $90 and why am I just not finding out about this, and their response is, "I don’t know. They come electronically." Then 2 weeks after you get your invoice and have that conversation, you have a letter in the mail stating you were sent to collections. AMAZING. Stop robbing the Floridians and stop ruining our credit. Get better services and actually make sense of what you’re doing!!!!

I've been a Sunpass holder for many years and never had a problem receiving my bills and or account information. I called on 5-30-24 to add money and the representative says it's negative since 2-2024.

Sunpass and the entire state of Florida is a ripoff. I called about a refund because I moved out of Florida, I no longer have access to the card I had on file, no longer needed a transponder. After explaining this to the agent she stated that they can send my refund in a check. Called today to ask about the check and was told they automatically send it back to the card on file. THE SAME CARD I NO LONGER HAVE ACCESS TO. SMH. I was told nothing but LIES…

SunPass has to have the most ignorant, rude, and nasty customer service representatives in the whole world. Can never actually answer a question. Keep repeating the same thing (Not pertaining to my question). Having this issue over 4 years now. Also will hang up on you for no reason at all.

I called to speak with a rep from Sunpass and Jaime did not provide excellent customer service. It felt like a battle. There was also someone in the background talking with her and laughing. Upon address Jaime about the service and the issue I was calling about she told me that I was aware of sun-pass policy.

Is recently come to my attention to research starting with my own issue and then moving to others SunPass does not care if they have broken equipment. I have provided proof to customer service that they have faulty equipment not reading transponders. I have four tolls each way to work with a total of eight. There is one toll plaza in the middle of my route that charges me the extra fees for the pay by plate. It ends up being about $2.50 a day. Multiply that by the entire year multiply that for how many years you drive that route. It may not seem like a lot of money but it adds up. Others are also having this problem. This could potentially lead to thousands of dollars a day being taken from the people of Florida just trying to go to work frankly. I find this unacceptable if you refuse to pay the money you don't owe. Points could be taken off your license. It's borderline the mob. I'm also reached out to a lawyer who says even with proof people don't have success overturning tolls. I don't know how they get away with it and it's both SunPass and a pass they use the same equipment that's broken.

Had my transponder turned off and I was not told. Previously if my account went negative it was never turned off, I was informed it was needing funds added, and all of this through email and text. I got a new vehicle and set everything up. I never got any texts or emails saying it was negative, only that a replenishment threshold of positive $10.00 was passed. After this my transponder was simply turned off, I was never informed, and no texts or emails sent to me explaining what happened and that my transponder would not work. I learned all of this a month later after getting a massive bill from pay-by-plate. Sunpass tells me it is my fault for having a negative balance, and that they sent out warnings. I told them I received no such warnings, and that previously they had conducted themselves with different behavior and so set a precedent I expected and thought was a norm.

I have had an account for over 20 years there, I have received charges for tolls not associated with my vehicle, Now they have all the information in my account with someone else's phone number and vehicle but in my name and address what a mess! This same issue was addressed in January. I thought it was resolved. I find out now after receiving a new bill from a strange plate and from the other coast, which by the way, I do not visit. Calling several times today. Both times spending 5 to ten minutes explaining, just for them to place me on hold and hang up after I asked to escalate this to management. I went through this same issue 3 months prior. They do not resolve issues just make more, they do not check regularly with motor vehicle records to correct problems - if they did this and many other issues could be corrected and or avoided. Management there could use some proper training, they are still operating with improper and poor management based on past bad habit of 20 years ago!

Please beware. Very shady. Very rude customer service! Not helpful at all. I understand now all the negative reviews. Never had such bad customer service before. So disappointed because they charged me and my I-PASS charged me.

I have had the unpleasant experience of dealing with Sunpass "customer service" because they began double billing my tolls. My account started being double charged this week. I drive the same route everyday nothing changed on my end, until I started getting charged 2x. Sunpass was unwilling to help fix my account and if I wanted to cancel it would take over 40 days to be reimbursed for their mistake. I find it horrible business practice to double charge and not at least attempt to fix the mistake. I received no clarity no explanation and my issue has not been resolved. After my experience I have gone ahead and cancelled my sunpass so that I will not have to deal with this unscrupulous company. I would suggest anyone using sunpass should cancel it and switch to pass, they were responsive and helpful and I have had nothing but a pleasant experience since I switched and cancelled sunpass.

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.