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DeSantis, FDOT Assure SunPass Customers

March 30, 2019 - 7:30am

Gov. Ron DeSantis on Friday ordered the continued suspension of fees and penalties for SunPass and TOLL-BY-PLATE customers. And the Florida Department of Transportation has imposed a $4.6 million fine on Conduent, the company that oversaw last year’s botched SunPass conversion.

“Since I’ve been governor, I’ve heard the concerns from citizens and customers of SunPass and the hardships they’ve been facing related to their delayed bills and billing errors by the contractor, Conduent. I’ve directed the Florida Department of Transportation to continue suspending fees and penalties until June 1,” said DeSantis. 

“This is a technology issue for Conduent, but it’s a customer service issue for citizens. I’ve been working closely with the new FDOT Secretary Kevin Thibault to ensure customers are protected and receive a premium level of service.” 

While FDOT will continue to suspend penalties and fees until June 1, the final reminders are now being sent to TOLL-BY-PLATE customers that include transactions that occurred through the end of December 2018.

“From my first day on the job, correcting this has been a priority for Governor DeSantis and me,” explained Thibault. “One of the first directives I gave was to continue to withhold payments to Conduent for its performance since Go-Live in June of 2018. I’ve also instructed the Turnpike’s Executive Director to assess maximum performance penalties allowed under the contract for the Conduent’s operational and performance deficiencies, which totals $4.6 million to date.”

Thibault added, “We have made multiple personnel changes related to this problem, including appointing a new acting director of Toll Systems. We are directing Conduent to provide additional support to the customer service centers and the Department has also added resources to help better serve our customers. We are committed to fixing the issues related to Conduent’s performance and we will continue to hold them accountable.”

As FDOT continues to make customer service a priority, TOLL-BY-PLATE customers can save up to 25 percent on their invoice and future tolls by opening a SunPass® Prepaid account, says FDOT. It means, if customers convert to a SunPass account immediately, the discount will be applied retroactively to their TOLL-BY-PLATE invoice.

Customers with questions should log onto or call 1(888) TOLL-FLA (1-888-865-5352).            


I rented a car at Tampa airport in June 2018 and drove 40 miles on I-4 with Sunpass, and returned. I was charged $15.00. There is no way to get the proper cost, and now I cannot access the billing code to seek redress. Thank you for souring my tourist trip to Florida. I will never visit your state again, if possible- and will never rent a car in any case.

I-4 isn't a toll road

you don't state what fee was for. I-4 does not have tolls,so what were you charged for? Seems to me this was a mileage fee

This is great news. We have been trying to get one of our account fixed for many month as well as a 2018 expense report for taxes. Glad someone is getting to the bottom of this.

Privatization! Ain't it wonderful!

Yes, privatization is wonderful! The governor can step in and actually do something about the problem. A state run business would hide the mistakes and the employees could never be terminated. Poor performance has results!

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