SunPass customers' bills not up-to-date despite website upgrade

ORANGE COUNTY, Fla. — It's been one week since the SunPass website was upgraded, but not all customers have been billed for their toll use, Channel 9 traffic anchor Racquel Asa learned.

About two weeks worth of tolls have not been posted to customers' accounts, Channel 9 learned.
Asa found out the some of the delay in billing depends on which toll roads drivers use.

Drivers who have used State Road 408, State Road 417 in Orange County and State Road 429 through Apopka, Winter Garden and Ocoee and the Beachline by Wedgefield soon will start to see those tolls appear on their accounts.

But the tolls for drivers who have used the Florida Turnpike, State Road 528 near the Florida Mall, State Road 417 in Seminole County and State Road 429 near Disney haven’t hit SunPass accounts yet.

Asa has emailed and called officials with SunPass for the past week to find out when the accounts would be billed for more than two weeks of tolls.

So it’s unclear if drivers will have their debit or credit cards billed all at once or if they will be automatically replenished.

Also, with no record of tolls for more than two weeks, drivers who put the costs on their expense accounts for work have no paperwork to show their employers.

If you have had problems with your SunPass account, we want to hear from you. Contact Channel 9 traffic anchor Racquel Asa here.

SunPass provided Channel 9 with the following statement Tuesday:

"We apologize for the inconvenience to our customers during the SunPass system maintenance period and appreciate their patience while we work to resolve these issues.   
 
"Our SunPass team has been working diligently to streamline the system and are adding resources to improve service levels including additional hardware, internet capacity, and telephone lines. We will add additional resources, as needed, to ensure high service levels.  
 
"Regarding tolls, customer accounts will reflect each transaction that was incurred since June 1, 2018 once the Customer Service Center begins to post toll charges, which is anticipated to begin as early as the end of the week. Please note, the posting process may take a number of weeks. This is being done to avoid customer payment cards being charged all at once. Some customers may see multiple replenishments in one day if they had a high toll usage in a short period of time.
 
"We are committed to our SunPass customers and want to ensure that they are not negatively impacted by the system maintenance period. For any customer that was unable to replenish their account by phone, web, or other means during the maintenance period, or shortly after, who may have been assessed additional fees, please call the SunPass customer service center at 1-888-TOLL-FLA    (1-888-865-5352) and speak with a representative who can assist you.
 
"For SunPass customers not on Easy Pay or automatic replenishment, there are several options for replenishing an account:
 
"• Call the customer service center at 1-888-TOLL-FLA (1-888-865-5352) • Use the Interactive Voice Response System (IVR) • Visit a SunPass walk-in center (see locations in table below) • Utilize the SunPass.com website • Visit an authorized Merchant and make a Cash Replenishment (for locations, click here) https://www.sunpass.com/en/about/cash.shtml
 
"Again, we apologize for the inconvenience and are confident that new SunPass system features will provide a better customer experience in the future."

Cox Media Group