Tuesday, October 16, 2018
Transportation

SunPass apologizes to customers who couldn’t access accounts after website maintenance

Users were unable to access their SunPass accounts on Monday after the release of a system redesign that took the systemís web site, app and hotlines down for a week.

From June 5-11, the SunPass website, hotlines and mobile app were taken down for system maintenance. Users were told to deposit funds into their SunPass accounts before the maintenance period began since tolls would still be collected as usual.

The system was scheduled to come back online on Monday. But when users tried accessing their accounts, they found the website had crashed. It finally came back on Wednesday.

Officials at the SunPass system emailed their customers early Thursday morning apologize for the maintenance issues with a promise to rectify any further problems as soon as possible.

"We anticipated a high volume of customers trying to access the system once it came back online; and although the increased demand was anticipated, it was higher than expected," the email states.

"Please know that we are working diligently to resolve this as quickly as possible and that our goal is to provide SunPass customers with the best possible service in every interaction with our people and our systems," the email states.

So far, those answers have not settled SunPass users from taking to social media about their concerns.

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