WKMG News 6 Gets Results for Drivers during SunPass Upgrade Meltdown

Number 28438
Subject Transportation
Source WKMG-TV (Orlando, Fla.)
State
Year 2018
Publication Date June - November 2018
Summary In June of 2018, The Florida Department of Transportation and its state vendor, Conduent, underwent a massive upgrade to the state’s tolling system known as Sunpass. It failed miserably, causing the SunPass computer system to crash and led the entire billing process into turmoil. For more than 2 months, drivers were not billed for their toll charges, leading to a backlog of nearly 330 million transactions. That created a consumer nightmare, with customers dealing with a deluge of backlogged tolls, computer glitches, duplicate billing, questionable and erroneous toll charges, and long wait times for help both on the phone and in person. WKMG News 6 kept viewers informed on every problem, every development, and even offered solutions and an interactive tutorial on how to check their accounts for duplicate or erroneous toll charges. We also created a timeline of events, exposed when the SunPass Website failed to allow customers to turn off auto-pay online, had the wrong date and time stamp on millions of toll transactions, and delayed sending out toll by plate invoices due to continued issues with toll data accuracy.
Category Contest Entry
Pages
Keywords WKMG 6, Florida, Department of Transportation, Conduent, SunPass, system, billing, tolls, timeline, data, charges
Related Links https://www.clickorlando.com/news/2018/06/22/more-questions-than-answers-on-sunpass-problems-when-customers-will-be-billed/ ; https://www.clickorlando.com/news/2018/06/29/governor-calls-sunpass-problems-unacceptable-as-drivers-still-arent-being-billed/ ; https://www.clickorlando.com/business/2018/07/03/sunpass-charges-to-start-being-withdrawn-after-monthlong-outage/ ; https://www.clickorlando.com/news/2018/07/05/sunpass-customers-say-they-still-arent-seeing-toll-charges/ ; https://www.clickorlando.com/news/2018/07/06/florida-politician-says-sunpass-vendor-could-have-contract-pulled-if-problems-persist/ ; https://www.clickorlando.com/news/2018/07/12/president-of-company-under-fire-for-sunpass-upgrade-failures-admits-problems/ ; https://www.clickorlando.com/news/2018/07/13/sunpass-charges-continue-to-trickle-in-after-outage/ ; https://www.clickorlando.com/news/2018/07/16/fdot-wont-pay-state-vendor-until-all-sunpass-problems-are-fixed/ ; https://www.clickorlando.com/news/2018/08/03/state-works-to-help-sunpass-customers-hit-with-overdraft-charges/ ; https://www.clickorlando.com/news/2018/08/15/sunpass-backlog-caught-up-florida-contractor-fined-800000/ ; https://www.clickorlando.com/news/2018/08/16/sunpass-customers-can-now-request-reimbursement-for-bank-overdraft-fees/ ; https://www.clickorlando.com/news/2018/08/17/sunpass-customers-cant-shut-off-autopay-function-online/ ; https://www.clickorlando.com/news/2019/02/04/heres-how-to-find-out-if-you-have-been-double-billed-by-sunpass/ ; https://www.clickorlando.com/news/2018/08/31/sunpass-customers-auditing-backlogged-bills-find-phantom-tolls/ ; https://www.clickorlando.com/news/2019/03/04/more-than-2-million-sunpass-transactions-have-incorrect-date-time-stamps/ ; https://www.clickorlando.com/news/2018/09/20/e-pass-customers-urged-to-review-dates-times-on-toll-transactions/ ; https://www.clickorlando.com/news/2018/10/05/are-sunpass-customers-closing-their-accounts-in-revolt/ ;
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