U know charges

Hello @user_h27wo9, and thanks for sharing your experience here on the Xfinity Community forums!

If you received an email indicating that a deposit is required after placing an order that showed $0 due today, it doesn't necessarily mean there was an error with the order.

In some cases, a deposit requirement may be determined after the order is submitted as part of the account review and qualification process. This can occur with new service orders, service transfers, certain account changes, or when additional verification requirements apply. As a result, an order may initially show no amount due at checkout, but later require a deposit before the order can be completed.

Typically, a deposit may be credited back to your account after 12 months, provided you make on-time payments for six consecutive months without interruption. We would be more than happy to review your account to check the status of this for you. 

To get started, please send us a Direct Message with your full name and the complete service address on your order.  Once we have you verified on the account, we can review the details of the transaction and provide additional clarity. 

How to Send Us a Direct Message*:
(*Note: Never send a direct message to us unless requested by us.)

1. Click "Sign In" if necessary.
2. Click the "Direct Messaging" icon or visit Xfinity Direct Messaging.
3. Click the "New message" (pencil and paper) icon.
4. In the "To:" line, type "Xfinity Support".
5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
6. An "Xfinity Support" graphic will replace the "To:" line.
7. Type your message in the text area near the bottom of the window.
8. Press Enter to send it.

Click Here For an example of how to send us a Direct Message.