Complaints

• Initial Complaint

  01/21/2025

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I received a collection notice for unpaid tolls with a $17.50 "Fees since last Notice". I never received an initial notice. I'll pay the tolls, but I never received any letters from the Tampa Hillsborough Expressway. Looks like others have had the same issue.

  

  Business response

  01/29/2025

  1/29/25

  Your Better Business Bureau (BBB) correspondence has been received, and the issue has been escalated to the appropriate team for further investigation. The fees on the account have been removed, leaving only the toll charges. The remaining balance is $5.44.
  To make a payment, you can either:
  Call ************
  Visit **********************************

   

  Customer response

  02/03/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  12/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received a first collection notice but never received an initial notice. I am now being charged a $17.50 fee for being late. I called the company they were unwilling to help. Im happy to pay the toll fee but Ive never received a notice to pay a late fee.

  

  Business response

  12/12/2024

  December 12, 2024
  
  On behalf of the Tampa Hillsborough Expressway Authority's (THEA)Team, please accept our sincere apologies for the inconvenience that this issue has caused you. Please be assured that THEA's customer service team will remain available to address your concerns related to the use of the *** *** ****** Expressway and the payment of incurred tolls.? 

  
  On December 11, 2024, we escalated your issue to Valor Intelligent Processing (VIP), the collection's organization working on behalf of the Tampa Hillsborough Expressway Authority (THEA).? 
  On Wednesday afternoon, December 11, 2024, ***** spoke with the customer and explained the billing process for SunPass/Toll by Plate, after 60 days of unpaid tolls the tolls move to collections.? We apologize for the stated non-receipt of toll enforcement invoices.  You may want to contact ******* to verify your mailing address. ***** provided a one-time courtesy and removed the fees to the collection balance. Because the full amount was paid by the customer.? Valors accounting department will be issuing a credit of $17.50 for the fee.

  
  If you have any issues with the SunPass/Toll by Plate website in making payments or updating your license plates, please make sure to check with them at ************. To make payments on the collection notices received please call ************** or use the website, **************************************.? 
  Should you have any other questions and/or concerns, please do not hesitate to contact us.? 

  
  

• Initial Complaint

  08/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing to file a complaint against the Tampa Hillsborough Expressway Authority concerning an unjustified hold on my vehicle title. According to them, this issue relates to charges from 2022 when my surpass account was fully active and being replenished. Despite my efforts to resolve this matter, they have informed me that they cannot provide further details about these charges.I have consistently used a SunPass account for toll payments for over 10 years, which should have covered any fees incurred. However, the Expressway Authority is referencing charges that do not align with my SunPass records. They are aslo charging the toll by plate amount and not the sun pass amount. They have only provided digital proof (very poor dark pics) of charges for one year and cannot substantiate the rest.I kindly request the BBB's assistance in resolving this issue. I seek immediate removal of this hold on my vehicle title and appropriate compensation for the inconvenience caused.My car tag number is KRLQ10 Thank you for your attention to this matter.Sincerely,***********************

  

  Business response

  08/14/2024

  August 14, 2024
  
  On behalf of the Tampa Hillsborough Expressway Authority's (THEA)Team, please accept our sincere apologies for the inconvenience that this issue has caused you.  Please be assured that THEA's customer service team will remain available to address your concerns related to the use of the *********************** Expressway and the payment of incurred tolls.? 
  
  On August 7, 2024, our offices received a Better Business Bureau communication, the issue was escalated to SunPass/Toll by Plate to speak to the customer to discuss the mailing address, payment, and transaction history prior to moving the tolls to collections. Additionally, they would discuss the billing process for Toll Enforcement Invoices which is 60 days, should these invoices go unpaid the tolls move to collections.  SunPass/Toll by Plate attempted to contact the customer on August 7, 2024, and left a voice message.  Additionally contact information was left for the customer to call back for further discussion as well as sent an email.  To date August 14, 2024, a call or email response has not been received by the customer.

  If you have any issues with the SunPass/Toll by Plate website in making payments or updating your license plates, please make sure to check with them at ************. To make payments on the collection notices received please call ************** or use the website, www.PayTHEATolls.com.? 
  
  
  Thank you

  Customer response

  08/15/2024

   
  Complaint: 22085128
  
  I am rejecting this response because: I have attempted to return the call made with no response from THEA. I was also told in the voice mail i would receive an email with additional contact information and did not receive that either. I have left voice mails with the service representative and requested a call back and have not received any of the above.
  
  Sincerely,
  
  ***********************

  

  Business response

  08/16/2024

   

   

  8/16/24

  We apologize for the delay in SunPass/Toll by Plate contacting you.

  This message provides an update on the situation with the customer regarding his toll payments and a registration hold.  SunPass/Toll by Plate spoke with the customer on Thursday, August 15, 2024, it was explained the reason for his registration stop due to multiple tolls being unpaid and submitted to the collection agency between May 2022 and April 2024. A PDF was sent to the customer to reflect the tolls, clarifying that the stop was not limited to tolls from 2022, and the customer was going to contact the collections agency after reviewing the tolls.

  If you have any issues with the SunPass/Toll by Plate website in making payments or updating your license plates, please make sure to check with them at ************. To make payments on the collection notices received please call ************** or use the website, www.PayTHEATolls.com.? 
  
  
  Thank you
  
  
  

• Initial Complaint

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Driving approximately 40 MPH early to work at *********** at 0242 30 May 2024 on ************** Expressway before the spilt going to I4 a damaged traffic cone could not be send and I traveled over it on the right front tire. I stopped and looked at the car and pulled the pieces of the cone from the wheel well. It was dark and I did not see any damage. The left front tire was warning it was 22 pounds. I entered the *********************** and added air. The black front ground-effects spoiler has a piece broken off, blue paint has smear and still checking the lights. I have USAA full coverage with $1000 deductible on this "Collectors" 2021 Shelby ***** GT 500 ($105,000.00). I want reimbursement for all repairs and my deductible due to the workers negligence who were present. No Law Enforcement Escorts were Present at the beginning or end of the 1/2 mile of cones. It was very dark and dangerous.

  

  Business response

  06/04/2024

   

  June 4, 2024

  Thank you for reaching out regarding the recent BBB dispute.However, it appears there might be some confusion. The dispute in question pertains to the contractor working on the roadway.
  For updates and resolution regarding this matter, we have notified the contractor, ****** who has been in contact with the customer.  A property damage claim acknowledgement has been submitted on June 3, 2024.  Consor will be able to provide you with the necessary information and address any concerns related to this noted incident.
  Thank you for your understanding.

  
  

  Customer response

  06/07/2024

   
  Complaint: 21778361
  
  I am rejecting this response because: I cannot get to their Form to file a claim.  I called ***** the *** and left a message. ************** making it more difficult for me as the damaged party.  Contractor could Have paid for my tire, and I would have been happy. 
  
  Sincerely,
  
  *******************************

  

  Business response

  06/11/2024

  6/11/24
  
  Tampa Hillsborough Expressway Authority is in receipt of the customer rejection on the ******************** submitted. The issue was submitted to the contractor who was working on the project at the time of the incident.  The contractor, *******************, has noted to us that they are working directly with you the customer.
  If there are additional questions, please reach out to them directly.  Thank you
  

• Initial Complaint

  05/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  ACCT: ******* Dispute: ****** Dear Better Business Bureau,I am writing to file a complaint against Tampa Hillsborough Expressway Authority regarding an unjustified hold on my vehicle title. This hold pertains to charges resolved in 2023, for which I have payment receipts and account records showing good standing for over a year.Issues:Invalid Hold: The hold is based on charges resolved in 2023. I have documentation proving my accounts good standing.Lack of Dispute Assistance: When I attempted to file a dispute on 5/22/2024, I was informed that *** accommodations were unavailable.Unavailable Supervisors: I was denied access to a supervisor and told calls could not be transferred.Non-Functional Website: The dispute submission site does not confirm submissions or provide a copy of them.Digital-Only Interaction: Despite requesting a supervisor callback, none was received.This situation affects my ability to lawfully drive and register my vehicle, causing significant inconvenience to my family. The companys lack of accountability contrasts sharply with the immediate penalties imposed on consumers for late payments.I request the BBBs assistance to resolve this issue promptly and ensure fair treatment for consumers. Immediate removal of the invalid hold and compensation for the inconvenience caused are sought.Thank you for your attention to this matter.

  

  Business response

  05/30/2024

  5/30/24
  
  
  On behalf of the Tampa Hillsborough Expressway Authority's (THEA)Team, please accept our sincere apologies for the inconvenience that this issue has caused you. Please be assured that THEA's customer service team will remain available to address your concerns related to the use of the *********************** Expressway and the incurred tolls received in a recent billing notice. 
  
  On Tuesday, May 28, 2024, we escalated your issue to Valor Intelligent Processing (VIP), the collections organization working on behalf of the Tampa Hillsborough Expressway Authority (THEA). ***** reached out to the customer to assist.  There seems to have been some confusion when a payment was made to SunPass on 10/29/23, the customer believed the payment covered all license plate balances; however this was not the case.The payment only covered one license plate (his wifes) and did not include the charges in collection for another license plate.
  During this call, SunPass was added to a 3-way call to review transaction reports and assist with questions.  Adjustments were made to the collection account and fees removed. The customer understood the issue after the detailed explanation and transaction reports.  The customer paid the outstanding balance, and the issue was resolved.
  The customer expressed his satisfaction with how the call was handled and the knowledge displayed in addressing his questions.
  If you have any issues with the SunPass/Toll by Plate website in making payments or updating your license plates, please make sure to check with them at ************. To make payments on the collection notices received please call ************** or use the website, www.PayTHEATolls.com. 
  Should you have any other questions and/or concerns, please do not hesitate to contact us. 
  
  

• Initial Complaint

  05/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 03/15/2024 I contacted Valor Intelligent processing to place a dispute regarding a barrage of invoices I received referencing my plate however in each of the photos it was a different vehicle. In some of the photos, the image is so dark that you can't tell what kind of vehicle it is. On 04/18/2024 I followed up by email as no updates had been provided as of yet. No response to that request was received either. On 05/03/2024 I called and spoke with ***** who reviewed the photos and confirmed that my plate was being billed for a variety of vehicles whose plate numbers were different than mine. I was assured that on 05/06/2024 I would receive a call from her Supervisor to resolve the issue. It is now 05/08/2024 and no call was ever made. My registration is on hold for tolls that I never took and I am unable to get a resolution to this issue. My plate number is CH0KU.

  

  Business response

  05/13/2024

  May 13, 2024
  
  On behalf of the Tampa Hillsborough Expressway Authority's (THEA)Team, please accept our sincere apologies for the inconvenience that this issue has caused you. Please be assured that THEA's customer service team will remain available to address your concerns related to the use of the *********************** Expressway and the incurred tolls received in a recent billing notice. 
  On May 9, 2024, we escalated your issue to Valor Intelligent Processing (VIP), the collection's organization working on behalf of the Tampa Hillsborough Expressway Authority (THEA). 
  The issue was further investigated, and ***** attempted to contact the customer by phone on May 10, 2024.  A voice message was left for the customer advising him to contact ***** back with a direct phone number.  The customer called back; the account has been adjusted for a mistyped license plate number additionally, the fees were removed.  This left the toll balance owed at $4.78.  A payment was made by the customer who utilized the on line website.  The account has a zero balance and the letter of registration release was submitted to the *** on Monday, May 13, 2024. 
  
  If you have any issues with the SunPass/Toll by Plate website in making payments or updating your license plates, please make sure to check with them at ************. To make payments on the collection notices received please call ************** or use the website, www.PayTHEATolls.com. 
  Should you have any other questions and/or concerns, please do not hesitate to contact us. 
  

• Initial Complaint

  04/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Due to a computer Error registering an "I" as a "1" on Sunpass's end, ******* was unable to charge my account for tolls I obtained while driving one of my vehicles, I was unaware or this error until 4/2/2024. Without ever receiving notice of any amount owed or issue I found My license was unable to be renewed from an unknown/unjustified debt. Once I was aware I identified and corrected the issue with sunpass. They then charged me for all the past tolls. Since my license was being held as ****** I still had to authorize this amount for those tolls a second time to Valor plus their inflated fee that was more than the tolls themself just to clear my license and avoid legal issues from driving. This is extortion and theft

  

  Business response

  04/09/2024

   

  April 9, 2024
  
  We are in receipt of the communication made to the Better Business Bureau.
  We apologize for any inconvenience caused by the keystroke error in the SunPass/Toll by Plate system. Due to the incorrect information entered, the necessary corrections were submitted to us.
  An additional credit has been processed to your credit card account, which will be reflected on your next statement. Additionally, a voice message has been left to inform you of these actions.
  Thank you for your understanding.

• Initial Complaint

  02/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have a Sunpass account which is supposed to pay Tampa Hillsborough Expressway Authority for the tolls. I can see the toll date and time along with the agency Sunpass pays. So why is Tampa Hillsborough Expressway Authority sending these tolls to a collection agency that says Tampa Hillsborough Expressway Authority does not work with Sunpass and that Sunpass does not pay Tampa Hillsborough Expressway Authority?

  

  Business response

  02/20/2024

  02/20/24

   

  On behalf of the Tampa Hillsborough Expressway Authority's (THEA)Team, please accept our sincere apologies for the inconvenience that this issue has caused you.  Please be assured that THEA's customer service team will remain available to address your concerns related to the use of the *********************** Expressway and the payment of incurred tolls.? 
  
  On May 25, 2023, the issue was escalated to **************************** (VIP), the collections organization working on behalf of the Tampa Hillsborough Expressway Authority (THEA).
  Valor collections spoke to the customer on February 12, 2024 to discuss the invoicing and transaction history prior to moving the tolls to collections. Additionally, Valor reviewed prior toll enforcement invoices and provided them to the customer for review.  Additional steps were taken to escalate this issue to SunPass/Toll by Plate to review the payment history and transactions.
  
  On February 12, 2024, the issue was escalated to SunPass/Toll by Plate to speak to the customer to discuss the mailing address, payment, and transaction history prior to moving the tolls to collections. The billing process for Toll Enforcement Invoices is 60 days, should these invoices go unpaid the tolls move to collections.  SunPass/Toll by Plate attempted to contact the customer and left a voice message. Additionally contact information was left for the customer to callback to further discuss.  To date February 20,2024  a call or email response has not been received by the customer.
  
  If you have any issues with the SunPass/Toll by Plate website in making payments or updating your license plates, please make sure to check with them at ************. To make payments on the collection notices received please call ************** or use the website, www.PayTHEATolls.com.? 
  
  
  Thank you

• Initial Complaint

  08/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In January 2023, I received an invoice from Tampa/Hillsborough Expressway Authority.The invoice stated an unpaid toll transaction on 1/31/23 at 5:18 am. It is also showed a picture of a white pick-up truck with an illegible tag on the back. I called the number on the invoice ***************) and spoke with an agent. I explained that this was not my vehicle, not my tag, and on the date and time stated for the transaction, I was home in bed in a city three hours away, The agent advised she agreed, the even though the tag in the picture was illegible, you could tell it was not the tag listed on the invoice. Additionally, the tag listed on the invoice DOES not belong to me. The agent advised it would be corrected.However, in March 2023 I then received ANOTHER invoice, for the same toll with an additional amount due as an administrative charge. First of all, all the vehicles that I own each have a Sunpass transponder that with an account that automatically refills when the remaining balance goes under $30.00 so, if I did incur a transaction it would have been automatically deducted from my Sunpass account. Second, the tag that is being charged for the transaction is NOT registered in my name. Third, the tag recorded by the *****BY-PLATE system is not the tag that is being invoiced for a transaction. Fourth, the invoice states under FAQ's that you can dispute your responsibility for the Toll invoice, visit www.sunpass.com.and click on "Unpaid Tolls" followed by "File Dispute." When I go to my Sunpass account there is no toll to dispute. Finally, the invoice states I can call the *********************** for information about Disputes, however, the listed number ************** directs you back to to ******************************* at sunpass.com. I received another invoice May 2023 with another administrative charge. I have no way of resolving & .Invoice advises it will be referred to collections and an imposition of a Vehicle Registration Stop.Thx for assistance.

  

  Business response

  08/25/2023

  8/25/23
  
  On behalf of the Tampa Hillsborough Expressway Authority's (THEA)Team, please accept our sincere apologies for the inconvenience that this issue has caused you.  Please be assured that THEA's customer service team will remain available to address your concerns related to the use of the *********************** Expressway and the payment of incurred tolls.? 
  
  On August 17, 2023, the BBB dispute was escalated to **************************** (VIP), the collections organization working on behalf of the Tampa Hillsborough Expressway Authority (THEA).  On August 17th Valor collections attempted to contact the customer and left a voice message. Additional, information is being requested to locate the account and further assist the dispute.  
  
  Another phone attempt was made by Valor to speak with the customer.  A voice message was left as well as an email was sent to the customer.  The hours of operation and contact phone number were provided to contact Valor.
  
  On August 22, 2023, ***** spoke with the customers husband; however, he preferred that his wife provide the details.  The customer would speak with his wife to contact Valor back.  As of August 23, 2023, no response has been received.
  
  On August 25, 2023, ***** spoke with the customers husband once again to advise him Valor has not received a phone call from his wife to further assist.  A phone number was provided to reach the wife. ***** made a call to the phone number and a message was left.  Additional information is requested by ***** to further assist in the dispute.  At this time on Friday, August 25, 2023, no response has been received from the customers wife.    
  
  If you have any issues with the SunPass/Toll by Plate website in making payments or updating your license plates, please make sure to check with them at ************. To make payments regarding the collection notices received please call ************** or use the website, www.PayTHEATolls.com.? 
  Should you have any other questions and/or concerns,please do not hesitate to contact us.? 
  
  Thank you.

• Initial Complaint

  06/19/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  6/16/2023 Monday Morning 7:15 am Top deck of the express lanes is closed without notice to thousands of travelers who use and depend on this route to get to work in a timely manner. Their website clearly states they are open for westbound traffic. The digital billboards in the surrounding roads did not state the closure. This is false advertising. This pushed thousands of cars down to the lower deck which has construction and is already packed. In addition to this, they charged thousands of drivers to sit in traffic on their backed up roads. There was no accident.Their website does not have a clear contact for reporting issues that affect thousands of constituents.

  

  Business response

  06/28/2023

  ********, thank you very much for speaking with me yesterday. We are diligently looking into the digital messaging signs issue that you experienced. As I mentioned to you, there are scenarios where the Reversible Express Lanes (REL) cannot be switched over at the scheduled time due to safety. We greatly appreciate your feedback and we will strive to make sure you and other's experiences are nothing short of exceptional. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩