Tampa Hillsborough Expressway Authority
Reviews and Complaints

I received an invoice from FDOT, THEA for running tolls with a semi with a copy of my husband's plate registered to a f-150. We've never been to Fl Invoice# XXXXXXXXX Account# XXXXXXXXX Invoice date: 6.11.20 New toll charges: $56.58 Pay by: 7.6.20 License plate# XXXXXX The invoice was sent by FDOT, TAMPA-HILLSBOROUGH EXPRESSWAY AUTHORITY, MDX I filed a dispute with Sunpass via customer service on the phone on 6.19 (service# XXXXXXXXXXX) and also on their website the same day (#XXXXXXXXXXX) for 'not being my vehicle in question'. They told me it would take up to 7 days for a response, they closed my dispute online due to repeated complaints. I never heard from them again. Im still showing a balance. The plate is a copy of my husband's registered to his pickup truck on a semi truck, in my name. Neither of us have ever been to Florida or own/lease a semi. We have reported the plates stolen. The invoice says unpaid charges will go to collections! I am afraid of that happening...as it's got nothing to do with my family. We can prove our innocence.

Wrong person and wrong information My complaint is about a 2017 dispute when I purchased my vehicle and tag I. 2019 . How is that possible if it was a stop on it for registration , I'm wondering if it was just put on there . My concern is that I can renew my vehicle registration because of someone that shares the same last name as me . I truly felt like my character was insulted when asked if I had co owner . I have paperwork to prove I and I only purchase my the vehicle and tag with cash . It's very frustrating because someone is lacking on their job . I've tried resolved with numerous of people but no help at at . I didn't have any results until I had asked to talk to a manger. However , it should not take more than a day so solve this . I refuse to pay for something that has nothing to do with me and people need to understand that there are a lot of people that share the same last name . They really don't know the person that actually owes them money. The person could've got a new vehicle and tag . Don't want to go to court for something that's simply to resolve.

We have SunPass account. We received invoices for over two hundred dollars. All by toll by plate. So no discounts. They said are card was declined. My credit card has been hooked up to my SunPass account for a long time. I received a toll-by-plate bill in the mail for a substantial amount of money. I called to see why my credit card wasn't being billed for SunPass per usual and they said it was declined so they took the credit card off of my account. I did not receive correspondence because they emailed an old email address. My email was hacked and I do not have access to it. I did not update the address with SunPass. I asked if they could accommodate me and give me the SunPass prices since we do have a SunPass but they said they could not do that. A few years ago they were able to take my toll-by-plate bill and give me the SunPass discount when I first opened up a SunPass account so I do not understand why they cannot now. It is terrible customer service. I am currently not working because of covid and they could not offer me any assistance. Account number XXXXXXXXX. The bill is for over $250.

0ctober 7 2021 they received my payment Made a payment of $112.63 cents to Fla Dept of Transportation PO BOX XXXXX Tampa FL 33631 The US Postal Service said they received the payment which was sent by mail Certified Return Receipt USPS tracking number XXXX XXXX XXXX XXXX XXXX delivery confirmed. I sent an Amscot Money Order number XXXXXXXXXX purchased from Amscot 10/02 phoned Amscot Tracking X-XXX-XXX-XXXX Amscot said the money order for $112.63 was cashed on October 7 . The Florida Dept of Transportation toll enforcement invoice number XXXXXXXXX account number XXXXXXXX Florida License Plate ***. Sent two certified letters return reciept previously explaining that the sum of $112.63 was paid. They refuse to acknowledge payment. Who in the office received my $112.63. What did they do with the money order? I did not recall if I put their invoice and account number on the .money order as per their instructions or perhaps someone who recieved the money order had cashed it and pocketed the money. Please investigate. They recieved my money and refuse to credit me with the payment I made. Please investigate.

Sunpass charged $59.84 on 12/26. on 12/27 i paid $75.18. Now i am being double charged with Tampa Hills express. I have evidence of payments. Sunpass charged $59.84 on 12/26. on 12/27 i paid $75.18. months later, sunpass charge me twice for the same amount, however, i did not used the sunpass since 12. I file a dispute with sunpass and i was all clear from them. however, May, they sent my total of $59.84 to Tampa Hillsborough Express Authority. I file a dispute with them several times, and sent the same PDF files, emails, and Bank statements. Tampa Will not recognized any of the evidence provided and blames sunpass for the lien on my car tag. I called sunpass, and they stated that I have no balance with sunpass and blames Tampa Hillsborough Express. I am stuck in a loop and no one seems to help with the situation. Now i am being double charged with extra late fees form Tampa Hillsborough Express with a total of $88.88. I Will attached all the evidence in this email. on the sunpass transactions, on December 26, the payment of $58.84 was due. in my bank statement ( Highlighted in Blue) December 27 I paid $75.18. this dispute is on Tag

Incorrect charges Originally I had signed up for an account that auto debited my checking account in $10 increments to cover tolls and at some point they stopped doing this without my permission. Then all of the sudden I get a massive bill for tolls they say I owe from Sunpass going back to May . I contacted them because I wanted detailed invoices with picture evidence for every toll instead of the one picture they sent with a multitude of pages of toll activity. Their response was to send the tolls to collection with CPA. I now have about a $1,000 balance and a hold on my registration because of this. I contacted CPA the collection agency and was told if I want to look at evidence of the tolls I can go online and look at pictures of all tolls. When you go to the website and go to the "view toll details" tab there is zero data. It doesn't matter if you search for the last 30 days or a custom date range. The only evidence they show on their website are the notices they have sent me which again are 1 picture of my vehicle with multiple pages of tolls from a year back. I think this is ludicrous and no way to operate a company. How can I trust your billing practices when you waited a year to bill me for anything?

I received a $190.24 bill month ago and have been trying to resolve this with CPA every since with no success. I received a $190.24 bill month ago and have been trying to resolve this with CPA every since with no success.CPA is claiming that I owe $190.23 worth of tolls even though I have a Sunpass on auto renewal where my credit card gets charged when my Sunpass balance goes negative. I have called Sunpass who agrees that I have paid all my tolls and they don't understand what CPA is charging me for. The horrible customer service person on CPA told me there was no way to "cross reference" the toll amounts that are provided on the Sunpass website. They gave me no resolution other than to pay the bill amount which does not belong to me. The customer service rep was also discriminatory and seemed offended that a WOMAN was strongly asking for a resolution. My vehicle now has a hold on it and I can't renew my tag. I have never experience such bad practices from a business. I'm in shock as to how they treat their customers and even more shocked that I'm being charged for an amount that does not belong to me. I have consulted with a lawyer and apparently I'm not the only one complaining about this poorly managed business.

I have requested documentation showing payment made and the remaining balance at that time. The company refuses after several attempts The way this agency operates with Sunpass makes it very difficult to distinguish your balance and the amount due with each agency. I reviewed my account activity online and noticed I do not see the latest payment I made to this agency reflected in my running balance. The balance only increase after payment, did not decrease in any amount. I have completed 3 online disputes asking for documentation showing the decrease.They keep closing out the complaint stating they see the payment of $324.62 11/27 on there end. However, they provide no documentation showing the balance decreased as specifically requested. You cannot reply to the responses.Since this documentation is not available online, it should be something I can request. I do not understand why it is so difficult . This truly makes me wonder if past payments have been applied as well. The THEA agency tells you to contact SUNPASS. However, SUNPASS is not claiming to see the payment made of $324.62. It was made to THEA . It should be reflected in the balance there and I should be able to be provided with documentation showing that.

I was never sent a transponder and was billed. Then I started being billed with a separate account. I opened an account with sunpass in 2017. I opened it online with a transponder included. I opened the account of XXXXXXXX. It was a replenish account of $10.00. While I was waiting for the transponder. I used the expressway. After 4 days, with no transponder, I called and was told it was on its way. I waited a few more days and then I received a bill with the transponder acct. number. I paid it. Then at the end of the month I received another bill with the acct. number XXXXXXXX. I think I paid 1 bill then started not paying both bills and eventually stopped paying period. I started receiving bills with credits on them. I ignored them. Then when I tried renewing my tag for 2020 I had to pay a collection agencey to renew my tag. I was curious so I checked my first acct. and I still have an outstanding balance. Now I'm wondering how much do I owe and if I paid the correct amount. Starting with my transponderless account to my assigned account I tried getting records from them and who was doing the accounting for them. Ms. Kennedy told me there is 3 different companies that were in charge of the bookeeping. I was sent what I understand is 3 names of staffing companies or at least 2 of the 3. They are Randstaad or Randstad, Fanueil Group and Conduent. If you can help me I would appreciate it. Tank you.

Double billed and sent to collections before getting chance to pay? I've never had an issue sent to collections in my life, in the past few months (after moving) I have had multiple issues paying my tolls through sunpass, which I typically pay with in a week of receiving notice (which I know takes time for processing if by picture). But I have not been receiving bills (except for one with a tag/vehicle that I have never seen and is NOT registered in my name), until 'past due' my boyfriend called to resolve and they promised to remove additional fees and he paid balance off (for two vehicles approximate $80+) on the week of 1/28. Then I received more calls that my bills were still going to collections (after being paid?), I did not get enough time to pay then and was even given extra notice and now this will go on my credit? COVID makes life hard enough but this is ridiculous. I should not have been referred to collections (paytheatolls) without having been contacted for original fees. And now I can't even access the sunpass website (I guess I'm locked out?) to see history, etc. I can't login to the atolls website because I don't have an account or notice number (I've never received one! and the lady who called didn't give me one). When I am not working and able to call is their after-hours so I can't speak to customer service either. *** License Plates *** and *** and multiple dates, apparently? Chevrolet Traverse and Mazda 3.

I received toll bills in the mail before I opened a sunpass account, I pay the "total amount due" when I receive the bill. According to sunpass the amount due is actually the "total amount due" PLUS whatever fee may or may not be added at the end of the bill. Nowhere does it state that on the bill. The "fee" from THEA shows as a credit on the bill as well! I went to renew my tag on my vehicle but couldn't bc it has a reg. stop for toll violation. I call and get told by THEA that I owe $796 in fees dating back to March! I am also going through my sunpass pictures and discovered that I have been charged countless times for another vehicle. Sunpass opened a service case and I was told someone would be going through all charges and refunding all of the tolls I have paid for for the other vehicle and that will reflect on the total amount owed to THEA, and then giving me a call. It has been 2+ weeks since that conversation with no call from sunpass nor THEA and no money refunded. Instead now I am told I have to go through them and present them with the dates and times. This is also causing me to rack up fees on my reg. renewal as well. The toll bills are unclear and a SCAM! I have never received a notice from THEA until AFTER I called them! Sunpass nor THEA have done anything to rectify this issue! Instead they tell me the case that was opened now shows closed with no resolution! I do not have the money to pay someone else's tolls and all of these extra fees! This has absolutely spiraled out of control and instead of helping get this resolved I am told I have to go through each transaction (which most are missing images) and dispute the charges myself. And THEA has been of no help what so ever. The fees THEA says "I owe" are by SCAMMING people! The invoices say to "pay total amount due" not total amount PLUS fee that shows as credit! I really need this cleared up asap

Dispute A registration hold due to THEA charges for approx $260 from old charges of XXXX-XX out of work due to COVID need resolution fast RE: My license plate number is *** FL plates. I have had issues and called today both THEA AND SUNPASS. THEA state's I had to pay past due fees of $260 for charges Stemming from [protected]. I asked them to send me copies of these fees as I have been sure to always call SunPass to address any past due charges and SunPass has always accepted all THEA PAYMENTS. The customer service rep was short with me and seemed frustrated my questioning the fees. As a consumer I have the right I view bills and after I advised him they were going to wrong address he told me to go online and look at the fees by invoice number. This is impossible if I never got the invoice! And I should be able to request copies of charges I'm being accused of not paying. The THEA REP HUNG UP WHEN I ASKED FOR A MANAGER! Firstly I disagree with the way this company is managing collections and fee like there is a miscommunication from SunPass to THEA. It's absolutely outrageous that one entity doesn't communicate with the other entity yet accepts payments. 2ndly when I called SunPass today I was again told I have no outstanding balance and she couldn't explain why I was able to pass registration both 2018 & 2019 if I owed back fees. They tried to explain that they do take payment for THEA but said that THEA Takes all older fees out of their system. I asked her if there is a time frame when tTHEA collects old fees and she said it could be anytime in two weeks sometimes and sometimes in 30 or 60 days! This is a unacceptable I can't even get an SLA on when to pay prior to item going to collection. I'm sure the balance I supposedly owe includes fees ect . I don't have the money to pay this due to COVID unemployment! It has already been stressful getting by this till situation just complicates things more.

Absolutely insane the way this company conducts their business! Double and triple billing putting holds on pates during a pandemic with zero answers I have spent three months trying to address the issues on my toll account which I pay in full every single year to renew my plates. Last september my account unbenounced to me created a past due balance of 425$ out of nowhere and every time I have tried to address the issue with letters, appelas, phone call after phone call, endless emails with explanations and copies of my bills nothing is ever done and I am still completely unable to use my vehicle. My condo building is threatening to tow my vehicle bc my plates are expired yet no one will address their clear mistake in adding this balance to my account! Again every single year I pay the toll bill in full in order to renew and I have records to show this. Further this was in June in full bloom of the stay at home orders and a raging pandemic as I am care taking a dying relative! Who does this are they insane! I have researched the issue Channel 9 news has been contacted as I now understand the crosstown authority hired a company to process their billing who did nothing for years in terms of collecting or processing tolls and then upon hiring a new company they began sending out insane bills for tolls that had already been paid and no one had any idea where they came from! It took me a week to even find someone who could try and tell me where the amount came from and upon further review the tolls were from years where the bills had all been paid in full ! This has caused an unbelievable amount of hardship to me beyond an insane amount of stress and additional financial implications having to call ubers everywhere and spending hours upon hours trying to address the issue with phone calls and emails to no avail! This is depolorable and must be resolved by someone I plan to discuss this in detail with channel 9 news as well as my attorney in an effort to hopefully remedy my issues as well as help thousands and thousands of others who are in the same situation. something must be done

I am being double billed for tolls that were already paid via SunPass. I also requested a payment plan three times and have been denied. I am having multiple issues with the Tampa Hillsborough Expressway Authority's collections department. This issues began in January . I attempted to renew my vehicle registration with the DMV but was told that I had a registration hold on my account for unpaid tolls by THEA. This was news to me as I had never received any correspondence advising that I owed any tolls. I reached out to THEA and was told that correspondence had been sent to a Minnesota address and obviously I am not a minnesota resident so that should have been a red flag to them that no one was receiving their correspondence. I attempted to rectify the issue with them until I was told that I owed over 1k in tolls dating back to 2018. I have renewed my tag twice in that timeframe and was never notified that I owed any tolls. The second issue is that I attempted to pay what was owed but requested a payment to do so. I was told by their customer service department that I would need to open a SunPass account, agree to pay 50% of the owed amount immediately and the remainder over the next 3 months, and explain reasoning for needing the payment agreement. I advised them that I am pregnant with my first child and due to give birth next month and I do not have $1,200 to pay at once as I do have medical bills relating to the birth of my child along with my living expenses. I need my vehicle to be registered so that I can take my newborn to and from doctor's appointments, etc. without the fear of being ticketed or jailed due to having an expired tag as a result of no fault of my own. I have been denied three times by them after following their instructions because they stated my reasoning was not good enough. In order to request the payment plan, I had to open a Sunpass Account and pay any outstanding balance on that account which happens to be some of the exact same charges that are being reflected on THEA's website. Tolls dating back to 2018 were paid after having the same issue with my address because incorrect in the DMVs system after multiple attempts to correct it. I need your help to have my account reviewed in it's entirety and I need assistance with getting the payment plan approved. I am willing to pay the correct amount that I owe and will not pay twice for tolls that were already addressed. Thanks

Plate # & vehicle are wrong. Never owned/registered car in photo. I never drive toll roads. Won't release registration hold b/c of Their mistake. *** Acct:XXXXXXX Plate #: CIK *** (not my plate #)(my actual is kwwi01) Notice:XXXXXXX 07/31 I Received ANOTHER bill for tolls and a previous balance of $120. CIK6727 is not even my plate # and the vehicle pictured is not mine either. A Mazada is pictured, I own a Volkswagen with a totally different plate number of kww i01 I had an issue with this in January-COVID closures that never got resolved when I tried getting a getting a new sticker for my vehicle. Yet even though I paid what was "owed" I had a registration hold. So I Called and paid another balance that was for something else...guess what, still a hold. Went in person and there was still a hold on my registration which they could not figure out why or how to release the hold. So I left and a few weeks later I Attempted to resolve it and they were close from covid. Tried again after covid closures and still am not able to get plates renewed due to hold on a plate and vehicle that that doesn't belong to me. Whenever I have attempted to contact them, I get the run around and am told that nothing can be done until I pay the balance. (Guess what it's not my balance considering I have 0 clue what vehicle or plate is in the photo) I am not sure how to proceed as I more than likely paid tolls on that plate number without my knowledge. I would really like to see all of my bills from them at this point because this is not the first occasion the wrong plate and vehicle have been billed to me. In addition to all of the above, trying to contact the BMV for anything, they can not explain to me why I am unable to get a new sticker other than I have a toll balance and I have to call the number provided. I just want to have an updated sticker and registration. I refuse to be paying someone else's tolls. This is not acceptable and needs to be resolved. I want the balance for plate #CIK6727 to be wiped clean. It is not my vehicle and is not my plate. In addition to this balance being thrown out, and my account updated to my vehicle and plate KWWi01 so I am no longer billed for another persons tolls. Please explain how you can collect so much money yet are unable to get your technology to work correctly? This should not be happening to Florida residents considering majority of the people using these roads are transplants or vacationers.

Billing/Collections issue that needs resolution immediately. I received two separate bills for tolls. One bill came from SunPass (FDOT) and the other from Valor (VIP) on behalf of the Tampa Hillsborough Expressway Authority. My girlfriend and I called the SunPass customer service number on Feb. 26, 2021 to setup our SunPass so that we could get the account discounted and paid up to date. The customer service rep was very kind to help us get setup and after applying the SunPass discounts and dropping of fees, the invoice #XXXXXXXXX was reduced from $433.68 to $242.91. However, he stated that he couldn't help me with the account from VALOR. He directed me to call them directly. After calling Valor, I spoke with Andrea and she stated that there is nothing she can do for us because the account is in collections and that we needed to pay the balance due. This made absolutely no sense since the SunPass account was also in collections. Since then, we have been trying to get in contact with someone to help us with the account with VALOR acct #XXXXXX and have been unsuccessful. Today, Mar 8th, 2021 Lucy from the toll by plate department called us to collect payment for the SunPass account because since it was in collections she had to get an override so that she could collect payment. Again, I asked her if she could help us with the account with VALOR and she said she could not and that we needed to contact the Florida Turnpike. I called them today and just keep getting the run around and then a general voicemail box. This is such a scam! The bills that were sent out are not accurate and only reflect a small list of tolls, yet when we called they claimed we owed since 2019. Why weren't we notified then?! This has happened to so many people I know and they have had to file complaints and it has taken them months to get a resolution after speaking with management and financial analysts. All these administrative fees that they add on is sickening and even more so in the middle of a pandemic when people are struggling to put food on the table for their families! My friend's bill for example was about $17 dollars after it was taken care of, yet the bill she received from VALOR was over $100. I am not understanding how this is even allowed and how this issue has not been investigated after so many complaints! The customer service for THEA and VIP is dismissive and just overall BELOW standards. We have been dealing with this for his has been such an inconvenience and has left me without a vehicle to get to and from work which has costed me more money! Please adjust my bill so that we can pay and I can get my car back on the road before I get fired from my job!