ORANGE COUNTY, Fla. — It's been two weeks since the SunPass system went offline for maintenance and customers said they are still having problems.
But now, E-Pass customers said it's also causing problems for their accounts.
The same holdup is preventing E-Pass from posting millions of transactions to SunPass accounts.
Channel 9 traffic anchor Racquel Asa continued to press SunPass officials for answers.
She found out that regardless of what a driver has on their windshield to collect your tolls, whether it's a SunPass or E-Pass, many tolls are going unposted to customer accounts.
That includes driver Charlie Zuber's E-Pass account. He said it has more money in it than it should.
A meticulous toll keeper with his own Excel spreadsheet, the numbers are not adding up to what he sees online.
“It's just not there. I'm reporting $26 and I'm showing $18 and it should be lower than that,” Zuber said.
An E-Pass spokesperson said SunPass hasn't posted tolls from State Road 528, Florida's Turnpike, State Road 417 in Seminole County and State Road 429 by Disney World since June 1.
The holdup goes back to a scheduled system maintenance by SunPass earlier this month.
That same hold-up is preventing E-Pass from posting more than 11 million transactions to SunPass accounts.
The number of unposted tolls by SunPass will be far higher, but it’s not yet known by how much.
The complaints are multiplying online.
Many have written to WFTV on Facebook and Twitter saying they’ve had to pay for tolls out of pocket because new transponders can’t be activated.
Others are wondering how much will be coming out of their account at once or are worried about when the transaction will be posted.
“That could be a big chunk right out of someone's pocket,” said Zuber.
SunPass has also opened up a walk-in center at the West Oaks Mall to handle issues in person to help alleviate some of the volume on the website, app and at the call center.
E-Pass customers who have questions about their account can call 1-800-353-7277 or visit the E-Pass Walk-in location at 762 S. Goldenrod Rd, Orlando, FL 32822.
© 2020 Cox Media Group