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.This is completely unacceptable. Customers should never be punished for theft, especially when they have followed proper legal procedures and provided documentation. SunPass’s handling of this situation has been unprofessional and careless, and it reflects a larger problem in how the company treats the very people who keep it in business.Here’s what needs to change: • Accountability: Issues involving fraud or theft must be thoroughly investigated before sending accounts to collections. • Communication: Customers deserve updates and explanations, not silence followed by debt collection notices. • Compassion & Fairness: Policies must be put in place to protect innocent customers from being held responsible for charges they clearly did not incur.
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