SunPass backlog cleared, contractor to be fined $800,000

A massive upgrade to the SunPass toll system created a massive backlog of transactions. But as of Tuesday, SunPass has finally caught up on their backlog.

The Florida Department of Transportation (FDOT) announced on Tuesday that all SunPass toll transactions have been processed and that the entire backlog of toll transactions that resulted from Conduet's failure to properly transition customers to the new SunPass Centralized Customer Service System (CCSS) has now been successfully cleared.

They say that SunPass customers will now see their accounts charged and processed for current toll usage in real time. 

FDOT also says that they are taking significant action against Conduent by assessing nearly $800,000 in damages, at Governor Scott's direction, and requesting investigation by the Office of the Chief Inspector General (CIG) into Conduent's failures and mismanagement of the SunPass system transistion. 

The FDOT Secretary Mike Dew said that "Florida's Turnpike Enterprise (FTE) has been working diligently to ensure that Conduent delivers the functional system our agency and customers were promised. We sincerely appreciate the patience of every SunPass user." 

He went on to say that "We must have answers as to how this happened so we can make sure our customers never experience this again."

Adding to that, Dew said that "The Department will hold Conduent fully accountable for its failures in implementing the CCSS through assessment of liquidated damages. Failure by any vendor is completely unacceptable and Conduent is no exception."

As directed by Governor Scott, FDOT says that SunPass customers who have experienced overdraft expenses due to Conduent's failures will be reimbursed. Later this week, FDOT will announce the process to file a claim for an overdraft expense reimbursement.

Late fees and penalties will reportedly be waived to allow SunPass customers time to manage the transactions that now have posted to their accounts. Customers will still be responsible for paying toll charges, as usual, when using the SunPass system.