TAMPA BAY, Fla. - As the state slowly reduces its backlog of more than 100 million unprocessed toll transactions, customer questions and complaints continue to mount, judging from viewers' emails and social media posts.
Most of 10Investigates' questions continue to go unanswered about the 39-day disruption to millions of drivers' SunPass accounts. It includes questions about specific contractor penalties related to the failed launch of the new electronic tolling system ("We're researching our options") to questions about what customer service resources the state is dedicating to the onslaught of customer problems stemming from the lack of account access and delayed charges.
Interactive Timeline: Click or tap here to view 10News' coverage of the SunPass woes
The Florida Department of Transportation (FDOT) has chosen to release only limited information, and typically through press releases. Public records requests submitted by 10Investigates in mid-June have not yet been fulfilled.
However, FDOT said in a prepared release last Friday that up to 8 million transactions will be posted daily until the 100-million-plus transaction backlog has been cleared. It would put the state and contractor Conduent on-pace to clear the backlog in early August. Customer service issues could last longer.
10Investigates has reported how FDOT didn't penalize its troubled contractor as SunPass problems mounted; instead, Florida kept awarding the vendor, Conduent, more money. The contract is now worth $343 million over seven years.
"The Florida Department of Transportation will continue to hold the vendor fully accountable for the delays that it has caused, and will be enforcing all penalty clauses of the contract to the maximum extent possible," FDOT said in a release last week, but could not provide any specifics about what those penalties may include.
10Investigates also exposed how a state audit in 2016 found FDOT's contract with Conduent lacked appropriate accountability measures and financial consequences if Conduent fails to perform in accordance with its contract. FDOT responded that it would monitor the contractor's progress closely; so far, the chief financial officer's office reports only $77 million of the contract has been paid out.
FDOT responded to 10Investigates questions last month by announcing customers would not face late fees or penalties for the contractor's delays.
10Investigates also reported how contractor Conduent has spent big bucks with top Florida lobbyists, including a close friend of Gov. Rick Scott. Another 10Investigates report exposed Conduent's checkered past that spans beyond Florida.
To reach SunPass customer service, call 1-888-865-5352 or click here.
10Investigates will continue to dig into the problems and report new developments.
Find 10Investigates' Noah Pransky on Facebook or follow his updates on Twitter. Share your SunPass stories confidentially to npransky@wtsp.com.
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