sunpass.com

Non-Existent Customer Service, Fraud

I received a legitimate bill for $3.30 for my usage of the tolls during a visit in December 2022. I used their website to enter by bank account information and pay the balance. Weeks later, I receive another invoice stating there was insufficient funds, with an additional $25.00 insufficient funds fee and a $2.50 administrative fee tacked on. I opened a dispute as I am 100% sure this was not a case of insufficient funds. I contacted my bank to ask if they saw any history or attempt of this transaction and they did not. When I received SunPass' response via email, they stated, "Thank you for contacting the SunPass Customer Service Center regarding your account balance. Upon further review, a payment in the amount of $3.30 was received on 2/10/2023 and posted to your account. According to the notes on your account, the payment was reversed by your bank institution on 2/10/2023 and applied a $25.00 non-sufficient funds fee. Non-sufficient funds fees are processed by your bank. You will need to dispute the insufficient fund fee directly through your banking institution. If you have any other questions, we are here to assist over the phone at 1-888-865-5352 Monday through Friday 7:00 am-7:00 pm, Saturday 8:30 am-5:00 pm.". Again I contacted my bank who confirmed that there was no history of this attempted transaction on 2/10/23 or any of the surrounding dates, and they did not charge any sort of insufficient funds fee. Of course it is impossible to reach a human with SunPass with their "customer service" phone number. I went ahead and begrudgingly paid the full amount because $30 is not worth the hassle, but I can only imagine how often this happens and how much money they are making this way! Unacceptable!

Date of experience: Apr 10, 2023