Visitor
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1 Message
Unannounced $125 upfront deposit added to new 1 Gig internet order
Hello,
I just placed an order online for the 1 Gig internet plan. During the entire checkout process, there was no mention of an upfront deposit. However, immediately after completing the checkout, my confirmation email stated that a $125 deposit is being deducted.
This fee was not disclosed to me prior to submitting my order. I would like an official Xfinity representative to look into my pending order, clarify exactly why this deposit was triggered, and see if it can be waived (I already set up for Autopay/Paperless billing).
Thank you for your help.
XfinityRaul
Official Employee
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3.3K Messages
2 months ago
@user_0vp5hd Thank you for making us aware of your concern with this deposit over Forums. This deposit will be credited to your Xfinity account after 12 months. Payments must be on time for six months without being interrupted for non-payment to get your deposit returned. You may find this information by visiting this link https://www.xfinity.com/support/articles/deposit-returns-faqs.
I can take a look at your account to see why this $125 deposit was charged. To be able to discuss account specifics, please send a direct message by clicking the chat icon in the upper right corner of the page. Click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Here's a link that includes a guide on how to send a DM https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514.
(edited)
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user_9e6ilf
Visitor
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2 Messages
26 days ago
I just signed up today for the 300Mbps for the 5 year guarantee and see the same $125 deposit. I AM IN DISBELIEF as this was not stated anywhere when I was going through the individual screens to sign up. My credit score is well over 800. This is frustrating and disappointing and makes me want to cancel the service. I tried to chat for over an hour and kept getting error messages. I called the 1-800 number and tried to text and was also unable to connect to someone and finally got a human on the phone who was completely inept and would not listen to my question. How do I get this credited?!?!?
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