June 1, 2018: SunPass suspends toll processing ahead of anticipated system rebuild. Toll charges are recorded, but not processed to customer’s accounts.
June 6, 2018: Maintenance of the SunPass starts at 7 p.m. It was scheduled to come back at 9 a.m. Monday, June 11.
June 13, 2018: 10News starts covering the frustrations of SunPass customers who cannot access their accounts online. The Florida Turnpike Enterprise blamed the problems on a "high volume of people trying to log onto their accounts." A FTE webpage detailing the planned maintenance, posted in May, was removed.
June 19, 2018: 10Investigates breaks the news that millions of toll transactions are going unprocessed and despite state claims of website restoration, customers continued to report problems accessing their accounts and receipts they need to document expenses. In response to 10Investigates questions, FTE sends an email to all customers assuring that it will soon process transactions, "which is anticipated to begin as early as the end of the week."
June 21, 2018: As the state continues to downplay the extent of its SunPass problems, 10Investigates reports more than 50 million toll transactions are sitting in a computer backlog. In response to continued questions about the customer service problems, FDOT announces it will waive all late fees and penalties incurred by drivers.
June 26, 2018: 10Investigates exposes the troubled background of Conduent, the contractor in charge of the "six-day" maintenance project and how Florida likely had knowledge of the issues in at least four other states.
Even though the state continues to say it is withholding processing "to better serve the customer and avoid unintended consequences" - and it won't release numbers of its transaction backlog - 10Investigates reports FTE is not processing tolls because it is unable and 26 days of inactivity likely has the state 100 million transactions behind.
When asked about the problems, Governor Scott tells 10Investigates he will make sure FDOT does its job.
June 28, 2018: The state continues to ignore specific 10Investigates questions about the SunPass system failure and plans for restoration, but FTE and FDOT put contractor Conduent on notice the contractor is in danger of defaulting. Payments are halted on the lucrative contract.
July 2, 2018: Sources in Tallahassee confirm to 10Investigates that FDOT is finally ready to start processing a small number of the month-old transactions. Larger numbers of transactions are likely to start posting after the July 4 holiday. FDOT and FTE continue to ignore specific 10Investigates questions and fail to respond to public records requests from mid-June.
July 3, 2018: FDOT and FTE start sending out press releases touting their successful processing of toll transactions. However, the 4 million toll transactions are not enough to keep up with new tolls accumulating each day, and sources tell 10Investigates the backlog has far surpassed 100 million.
July 5, 2018: Documents obtained by 10Investigates reveal the state of Florida continued to award contractor Conduent more money while problems with the new system's expected launch mounted, growing a $287 million contract to more than $343 million. A state audit also cited FDOT for not putting proper financial penalties in-place in case Conduent failed to fulfill its contract duties.
The documents were obtained by 10Investigates through the state CFO's office when public records requests to FTE/FDOT went unanswered. 10Investigates also documented how Conduent's top lobbyist is a close friend of Governor Rick Scott.
July 9, 2018: The state continues to slowly process tolls, but not fast enough to reduce its 100-million-plus transaction backlog. FDOT/FTE continue to fail to answer 10Investigates questions and records requests, releasing information almost exclusively through press releases, assuring customers the problems are under control and the contractor will be "held accountable." But the state can't answer 10Investigates questions about how they will hold the contractor accountable.
July 12, 2018: 10Investigates questions and public records requests continue to go largely unanswered, and the state also still cannot provide information about additional customer service resources it will staff to handle an expected onslaught of problems. But for the first time, the company responsible for 42 days of disruptions and wrongful customer charges acknowledges its mistakes.
Conduent's president claims the company has fixed website problems and SunPass Plus problems at airport parking lots, but 10News viewers continue to report issues. The state claims 32.5 million tolls have been processed; it still won't provide numbers on the backlog.
July 15, 2018: 10Investigates reveals the state is unable to correctly process any toll-by-plate transactions, which account for tens of millions of dollars a month. And industry insiders confirm the state has yet to make a significant reduction in its massive backlog of more than 100 million toll transactions, dating back to early June.
July 16, 2018: As expected, FDOT Secretary Mike Dew informs Conduent the state will not make payments on the SunPass contract to the contractor while problems persist.
July 17, 2018: 10Investigates reveals FDOT didn't cease all payments to Conduent; it has continued to pay the company hundreds of thousands of dollars from other contracts, even as it was flirting with default on its SunPass contract. 10Investigates also estimates the toll backlog has hovered near 140 million - without significant reduction - for about a week.
July 18, 2018: Internal FDOT emails, obtained by 10Investigates, detail coordinated efforts among agency executives to downplay SunPass' growing problems and keep pushing out optimistic talking points to Florida drivers anxious for answers.
Hours after the story went live, FDOT announced the consultant who suggested more transparency would no longer be working for the agency.
State Rep. Janet Cruz, D-Tampa, also pens a letter to Gov. Scott asking for an investigation, termination of Conduent's contract, and the suspension of payments "for those who may have been affected by the outage."
July 19, 2018: SunPass saga hits Day 50.
Want to view an interactive timeline of the SunPass maintenance woes? Click or tap here
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