Ever received a SunPass toll notice you know is wrong? You’re staring at unexplained charges from highways you’ve never driven or tolls you’ve already paid in cash. It’s frustrating, but there’s good news – you can fight these errors. This guide walks you through the entire SunPass dispute process, from identifying common billing problems to submitting a winning dispute that gets those charges removed.
What Is SunPass and How Billing Works
SunPass is Florida’s electronic toll collection system that lets you zip through toll plazas without stopping. The system works through two main methods:
- Transponder-based collection: Using either a SunPass Mini sticker (with a 45-day warranty) or SunPass PRO device (with a 2-year warranty) attached to your windshield
- TOLL-BY-PLATE: Cameras capture your license plate and mail a bill to the registered address
While convenient, this automated system isn’t perfect. Rain, glare, and similar-looking characters (like O/0 or B/8) can trigger misidentifications in the camera system. Plus, SunPass often bundles transactions and bills weeks later, making it harder to remember your actual travel dates.
Common Reasons for Incorrect SunPass Charges
Transponder Malfunctions or Misreads
Your transponder might be working intermittently without you knowing it. Signs of a faulty transponder include:
- Multiple TOLL-BY-PLATE charges despite having a mounted transponder
- Sporadic toll charges when you normally have consistent payment records
- The transponder beeping inconsistently when passing through toll plazas
According to FDOT data, about 12% of SunPass Mini users experience duplicate charges compared to only 4% of PRO model users, often because the Mini stickers can’t be removed and shielded during cash payments.
Vehicle Misidentification
The license plate recognition technology isn’t foolproof. A 2019 case reported by News4Jax highlighted how a Jacksonville resident received bills for tolls in Miami – hundreds of miles away – due to camera misreads.
Common vehicle identification errors include:
- Charging you for tolls incurred by another vehicle with a similar plate
- Incorrect vehicle class designation (charging you for a larger vehicle)
- Mistaking temporary tags or dealer plates
Double Billing
This happens more often than you might think, especially if you:
- Paid cash at a manned toll booth while having an active transponder
- Have multiple SunPass accounts or transponders registered to the same vehicle
- Recently updated your account information or vehicle registration
Toll Plaza Errors
Sometimes the equipment at toll plazas malfunctions:
- Sensors might double-count axles on your vehicle
- Antennas can misread your transponder information
- Power outages can cause billing systems to create erroneous charges
How to Check Your SunPass Account for Errors
Before disputing charges, gather evidence by thoroughly reviewing your account:
- Log in to your SunPass account at www.sunpass.com
- Review your statement details – don’t just glance at the total amount
- Look for these red flags:
- Multiple charges at the same toll plaza within minutes
- Tolls from locations you haven’t visited
- Charges that don’t match your typical commute pattern
- Different vehicle classes listed for your car
- Download your transaction history for the period in question
| What to Check | Why It Matters | Red Flag |
|---|---|---|
| Transaction times | Identifies impossible travel timelines | Multiple tolls in different cities within hours |
| Vehicle class | Ensures correct toll rate | SUV charged as commercial truck |
| Plaza locations | Confirms your actual route | Charges from highways never traveled |
| Payment method | Prevents double charges | Both transponder and TOLL-BY-PLATE charges |
The SunPass Dispute Process: Step by Step
Gathering Essential Evidence
Strong evidence makes all the difference in a successful dispute:
- For transponder issues: Take photos of your properly mounted transponder, note any malfunction indications, and keep records of when you installed or replaced it.
- For vehicle misidentification: Collect photos of your license plate, gather evidence of your actual location during the disputed tolls (like receipts, work records, or phone location data).
- For double billing: Save cash toll receipts with geotagged metadata if possible, or bank statements showing the cash withdrawal near the toll facility.
Submitting Your Dispute Online
The fastest way to dispute charges is through your SunPass account:
- Log in to your SunPass account
- Navigate to the “Online Support” section
- Select “Dispute a Charge” from the dropdown menu
- Enter the specific transaction details being disputed
- Upload your supporting documentation
- Provide a clear, concise explanation of why the charge is incorrect
Non-account holders can email their dispute to the address provided on the SunPass contact page.
Submitting Your Dispute by Mail or In Person
If you prefer paper documentation:
- Write a dispute letter including your:
- Account number
- License plate
- Specific charges being disputed
- Detailed explanation
- Contact information
- Attach copies (not originals) of all supporting documents
- Mail to the address on your SunPass invoice or statement
- Alternatively, visit a SunPass Service Center in person
Follow-Up on Your Dispute
Don’t just file and forget! According to user data, 78% of disputes in 2024 were resolved via call center follow-up versus only 43% through digital channels alone.
- Save your dispute confirmation number or receipt
- Call the SunPass customer service line (1-888-TOLL-FLA) after 5-7 business days if you haven’t received a response
- Take notes during all phone conversations, including representative names and promised actions
- Request supervisor escalation if your dispute remains unresolved after 14 days
Avoiding Toll Fraud and Scams
SunPass users face growing threats from sophisticated scammers:
Spotting Fake SunPass Communications
In 2025 alone, Florida’s Cyber Fraud team shut down 217 phishing domains targeting SunPass customers. Watch for these warning signs:
- Text messages claiming urgent payment is needed (real SunPass notices give 30 days)
- Generic greetings without your specific account details
- Links to websites that aren’t official .gov domains
- Threats of immediate penalties or legal action
Always verify communications by logging directly into your account at www.sunpass.com rather than clicking links in emails or texts.
Verifying Legitimate SunPass Communications
Real SunPass communications will:
- Include your specific account number
- Reference actual travel dates and locations
- Direct you to official websites ending in .gov
- Provide customer service numbers matching those on the official SunPass website
When in doubt, call the official SunPass customer service line directly at 1-888-TOLL-FLA.
Preventative Measures for Future Disputes
Proper Transponder Maintenance
- Keep your windshield clean where the transponder is mounted
- For SunPass PRO: remove and place in the RF shield bag when paying tolls with cash
- Replace batteries when indicated (for applicable models)
- Request a replacement for malfunctioning transponders within the warranty period
Account Management Best Practices
- Regularly review your transactions at least monthly
- Update your vehicle and license plate information immediately after changes
- Keep your contact information current
- If selling your vehicle, remove it from your account immediately and return your license plate to avoid liability for the new owner’s tolls
Documentation Habits That Pay Off
- Take monthly photos of your vehicle’s front and rear license plates
- Save all cash toll receipts for at least 90 days
- Keep a travel log for major trips with toll roads
- Enable location history on your phone as an additional verification source
Legal Options for Unresolved Disputes
If your dispute remains unresolved after exhausting the standard channels:
When to Consider Legal Assistance
Consider legal help if:
- You face license suspension over disputed amounts
- Your case involves cross-state collection agencies
- You have bankruptcy-related toll issues
- The disputed amount exceeds several hundred dollars
Small Claims Court
For substantial disputed amounts, small claims court might be an option:
- File in your county of residence
- Bring all documentation of your dispute attempts
- Be prepared to show evidence of billing errors
Class Action Potential
Sometimes widespread billing issues affect many customers. A 2024 class action alleged overcharges on the Sunshine State Parkway. Follow consumer advocacy groups to stay informed about potential class actions.
Special Circumstances
Handling Rental Car Toll Charges
Rental cars present unique challenges:
- Rental companies often add substantial administrative fees to toll charges
- Dispute rental car toll charges with both SunPass and the rental company
- Consider using your personal SunPass transponder in rental cars (when permitted)
Disputing Charges After Vehicle Sale
If you’re receiving tolls for a vehicle you’ve sold:
- Provide documentation of the sale date and buyer information
- Submit a copy of the Notice of Sale to FLHSMV
- Request immediate removal of the vehicle from your SunPass account
Military Deployment Considerations
Active military members have additional protections:
- Notify SunPass of deployment dates in advance
- Request account suspension during overseas deployments
- Provide military orders as documentation for retroactive disputes
The Future of SunPass Dispute Resolution
The system is evolving to address common problems:
- Unified dispute portals for multi-agency violations are in development
- Real-time transaction alerts with photo evidence are being tested
- Biometric transponder authentication is planned for 2026 rollout
- Higher resolution (8K) cameras with polarized filters will reduce plate misreads
Until these improvements are fully implemented, staying vigilant with your account is your best protection against billing errors.
By following the steps in this guide, you’ll be well-equipped to identify, document, and successfully dispute any erroneous SunPass charges that come your way. Remember that persistence pays off – many successful disputes require follow-up, but the system does work when you know how to navigate it effectively.
