TAMPA, Fla. — Governor Ron DeSantis announced Friday he was continuing the suspension fees and penalties for SunPass and toll-by-plate customers.
The fees will continue to be suspended until June 1, 2019, according to the announcement.
“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 1st,” said Governor Ron 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.”
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 FDOT Secretary Kevin 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.”
FDOT says they've made multiple personnel changes related to this problem, according to Thibault. Including appointing a new acting director of toll systems and directing Conduent to provide additional support to the customer service centers.
If customers have any questions, they can log onto www.sunpass.com or call 1-888-865-5352.