Mrs. Mo M.
Disappointing Experience with SunPass Customer Service
I would encourage anyone considering opening a SunPass account to explore their options carefully, including E-ZPass. I sold my vehicle in Georgia and, through an honest mistake, forgot to remove the SunPass transponder before handing over the car. A few days later, the vehicle was auctioned and subsequently driven all the way to New Jersey. I only became aware of the situation when I received a toll notification and discovered that charges were accumulating on my account for a vehicle I no longer owned or possessed. As soon as I received the notification, I contacted SunPass to explain the circumstances. I spoke with Johnson and explained that I had sold the vehicle before the toll transactions occurred. I also offered to provide the bill of sale as evidence that the vehicle was no longer in my possession and that the license plate had been removed. Unfortunately, Johnson's response was dismissive. I was told that the charges were my responsibility because I had left the transponder in the vehicle. I subsequently spoke with a supervisor, Traneisha, who similarly advised me that I was responsible for the charges and should have read the SunPass terms and conditions. I explained that this was an honest mistake and that I was simply requesting a fair review of the circumstances. While I acknowledge that I should have removed the transponder before selling the vehicle, I believe the situation deserved more consideration. Someone else was using the transponder while driving a vehicle I had already sold, and I felt that my supporting documentation should have been taken into account before the matter was dismissed. I also questioned why the toll transactions continued to be charged to my account after the vehicle's license plate had been removed. To make matters worse, I later discovered that my account had become active again, despite having specifically requested its closure the previous week. After receiving several notifications indicating that the account was still active, I had to contact SunPass again to request its closure. This was particularly frustrating because I believed the matter had already been dealt with. I would like to acknowledge Jessica, who was helpful and courteous when I contacted SunPass again about closing the account. I appreciate her assistance. Unfortunately, my interactions with other representatives were disappointing. I understand that mistakes happen, and I readily accept responsibility for forgetting to remove the transponder. However, I believe that customers should still be treated with courtesy, patience, and understanding when they contact customer service in good faith. An honest mistake should not prevent someone from receiving a fair assessment of their circumstances. I hope SunPass will take this feedback constructively and review its approach to customer service, disputed toll transactions, and account closures. Customers deserve professional communication, transparency, and reasonable assistance when problems arise. Unfortunately, this experience has significantly undermined my confidence in SunPass.