SunPass Reviews 102

Absolutely ZERO customer support. No answers to calls, emails, or support tickets generated. Formal disputes also ignored.

I purchased a sunpass mini from publix, the next stage is to create an account.
Simple, click on create an account. Question, how do I wish to purchase a sunpass, in person or online?
Erm, I have it in my hand.
That's as far as the registration process allows me to go.
Half a day wasted going round in circles thinking the system must be workable, it isn't.
So I have the SPmini, just can't get an account to use it.

worst customer service experience ever
she was the rudest person I have dealt with in a long time
I was so upset I was shaking

I love how they cut the ability to pay new tolls on surpass sight, so you're perpetually late. Instead of just letting us pay the dagum bill. Do better Sunpass.

The customer service reps have always been helpful and friendly when I call. However, dealing with SunPass technologies should be an embarrassment to the state of Florida. Unlike many businesses, there is no call back feature, one has to hold online for assistance rather than receiving a call back when it is one's turn . It is not new technology, myriad businesses have the feature. Today I was on hold 20 minutes the first time I called. When I finally reached an agent we were disconnected . According to the next agent I spoke with, after holding for an additional 25 minutes on my 2nd call, there is no way for an agent to call the customer back. Hence, I spent almost an hour holding waiting to have my account updated. I would have handled the matter online, but the website did not work. Also my vehicle assignments changed on my account when I purchased a responder for a new vehicle. I didn't make the changes. Additionally, after multiple requests I continue to receive correspondence from SunPass with my name misspelled. Florida, you can do better. What a shame Florida has such an antiquated system and insultingly cannot manage to properly spell my name. At a minimum, irie raising.

Impossible to activate. Unable to identify transponder or account number. No reply to email and unable to reach customer service.

They are awful. Customer service talks to you as if you’re a child and your concerns never get addressed. They try to push you onto the next person And nothing gets resolved.

I have to say that Sunpass is the WORST thing every. They say you get a discount and that is a LIE. I just got off the phone with sunpass and to break it down they have a third party company that charges their own rate. I never knew that but yes it is true. I pay over 20 dollars a week because i have to work so I have no other option but to stick with this.. So dissapointed and pissed off. But who care it soes not matter right

Been trying to activate a transponder that was deactivated for one account to my new account . They said takes 48 hrs. 5 days later , over 3 hours on hold . Now they say just buy a new one , it is easier !!!
Amazing how they can charge you at 70 miles per hour and in any condition , but using scratch pads for customer service . Time for competition

Got a new transponder after not having a car for many years. Go to try and activate it. Can’t. Can’t figure out why. Can’t log in. Can’t reset password. Can’t create new account.

So I call the help line. The AI IVR is HORRIBLE. I finally get it to stick me in the queue to speak with a human.

I wait in the queue for 53 minutes before I am picked up. The agent says my old account was closed and that she’d put me on a brief hold while she check if they can reactivate the old account or what would be the course of action.

2 minutes on hold and she comes back acting like she suddenly can’t hear me and ends the call.

I’ll be making a call again in the morning and complaining to a supervisor at sunpass.

Don’t expect much help from these folks.

Issue was a low balance on one of our accounts that is set up to auto-replenish. The email sent in Sept 2025 subject line showed Low Balance Notification. It didn't register with me at the time that the credit card had expired, I just assumed it was the normal alert and the account would auto-replenish. (In the past I received an email that the subject line showed Sunpass Account: Credit Card Decline - Action Required which I of course took care of immediately.) So here we are 5 months later March 2026, I receive a statement in the regular mail of 2 months worth of toll violations between December and February showing over $98 owed. Immediately went into the local Sunpass office to see what went wrong. They said the credit card expired. The current balance due was now over $128 and they offered NO solution. Went ahead and paid because they gave me no choice, and then tried to resolve through calling Sunpass Customer Service. Agent listened and acted understanding and then was transferred to a supervisor who did NOTHING. Blamed it on us for not keeping up on the bank account (it was a credit card account that had been skimmed fraudulently and we had to get a replacement). Instead of a phone call, text, or alert email, they waited 5 months to mail us an invoice so they could obviously rack up toll charges! We have been Sunpass customers for 25 years and this is how they treat us. Very poor customer service. No wonder 96% reviews show one star.

I have a transponder and rented a vehicle on FL. I added the plate to my account. I was charged for tolls after having returned the rental car. I removed the plate from my account the day after returning the car and provded proof of the return. They would not revese the tolls for the day because the plate was removed from the account the following day even though they see the proof of the rental return. Sun Pass is just plain stupid. I will no longer add the rental car plate to my account so I can not be charged for someone elses tolls.

Horrible customer service. Do not explain the issue clearly; can’t hold more then 2 min online even when explained that I need some min to find information they requested. Seriously? This is a joke. Very rude and unprofessional.

This is such a scam! They don't inform you when you purchase and activate pass that if you travel through another providers toll it will not work until the next day.

Government-owned electronic toll collection that is why they can do what ever they please. If this was a company they would be sued and bankrupt. You cant even pay your toll the system auto rejects the payment.

It’s time SunPass gets sued. How do you have the audacity to kick off vehicles because you owe on vehicle already registered with a mini pass. I paid up all my fees and even bought new mini pass and my account was no longer in the negative. I was driving my new car that I just bought mini pass for thinking it was registered cause I put a large amount to cover all three of my vehicles. No email nor text messages were sent to say that the newly registered vehicles were kicked off because of past due fees. I’m tired of this bullying and unexplained fees accumulated for months. I travel for work and I have to use SunPass areas but I do not think that I owe $500 worth of fees. I am going to start a petition and new laws need to be passed for SunPass use.

This company is simply horrible. They’ve been charging me for their tools for months even though I canceled my account with them a long time ago and switched to another company. Every time I try to call to understand what’s going on, they NEVER ANSWER THE PHONE!!! I have never been able to speak to anyone there.

I am being scammed by Sunpass. They sent an invoice to me for unpaid tolls and showed a pickup truck on the invoice. My license plate is for my 2014 black Honda Accord. Clearly a mistake and even though I sent photographic evidence of this fact they simply said they don't make mistakes and won't investigate or help. Obviously, I want to get this resolved so that they don't keep charging me for some other person's tolls and hit me with huge late fees. Seems like massive mistakes from their AI computer vision system with no validation and no accountability. Huge wait times on their 800 customer service number make impossible to make progress. So terrible.

"I am writing this review to document a recurring billing discrepancy issue I experienced with SunPass customer service. My primary issue is with the resolution process via phone support, not the minor amount of the fee itself.
On 10/23/25, I contacted customer support regarding a violation notice where the amount charged appeared incorrect. The representative agreed to a specific payment of $6.96 to settle the outstanding balance in full, which I paid immediately during the call.
Subsequently, SunPass issued another invoice for $1.16 plus a $2.50 administrative fee for the same incident. When contacted again, representatives stated they could not waive this new administrative fee despite my previous agreement with their agent.
This demonstrates a lack of continuity and system functionality within their customer resolution process. While the monetary amount is small, this process failure likely affects many users. I recommend other users keep detailed records of every interaction, including the names of representatives and call dates, when disputing charges."