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How to apply for a SunPass overdraft fee refund

Posted: 1:16 PM, Aug 14, 2018
Updated: 2018-08-16 22:45:12Z
FDOT: Backlog of SunPass transactions cleared

TALLAHASSEE, Fla. – The Florida Department of Transportation says all SunPass toll transactions have been processed as part of their transition to a new SunPass Combined Service System.

WHAT DOES THIS MEAN?
SunPass customers will now see their accounts charged and processed for current toll usage in real time.
FDOT says late fees and penalties acquired by consumers will continue to be waived in order to allow SunPass customers time to manage the transactions that have now posted to their accounts.

Customers will still be responsible for paying toll charges as usual when using the SunPass system. 
SunPass customers who have experienced overdraft expenses will be reimbursed. 

HOW TO APPLY FOR REIMBURSEMENT

First, you have to go to the SunPass  website. You will need to log into your SunPass account and have your bank statement ready to upload 

From the home screen, click on the online support button. Under 'Reason for Contact' you need to select the option for overdraft fee reimbursement, and for the sub-category select request. 

Upload your bank statement, making sure to remove your personal information aside from your first and last name. 

Explain your situation in the comment box and choose how you would like your reimbursement — mailed as a check or applied to your SunPass account as a credit. 

FDOT says you can also visit a walk-in center to submit your request. There are two walk-in locations in the Tampa Bay Area, in Tampa and St. Petersburg

These instructions are also on the SunPass website

WHAT HAPPENED?
FDOT uses the company called Conduent to privately operate SunPass and other toll systems throughout the state. It was working on upgrading the SunPass website and app, and merge the toll agency with others. But, it had major problems executing the change.

FDOT has fined Conduent $800,000 in damages.

In addition, Governor Rick Scott has requested an investigation by the Office of the Chief Inspector General into Conduent’s failures and mismanagement of the SunPass system transition.

WHAT ABOUT TOLL-BY-PLATE?
FDOT is processing all transactions accrued through Florida’s Toll-By-Plate system. It expects to have all outstanding Toll-By-Plate transactions processed soon. As with SunPass, the Department will not be imposing late fees or penalties on Toll-By-Plate accounts.

If customers have questions regarding their accounts, they may reach a SunPass representative at 1-888-TOLL-FLA or 1-888-865-5352.