Unexpected $125 deposit added after sign-up (showed $0 at checkout)

Hi everyone,

I signed up for a new internet plan online yesterday, and during the entire checkout process, the total due today explicitly showed as $0. However, when I received the confirmation email shortly after, it stated that I have a $125 deposit required on the account.

There was zero mention of a deposit or upfront fee anywhere during the online ordering process.

Has anyone else experienced this discrepancy? How can I get an official Xfinity agent here to look into my order details and waive or correct this charge?

Thanks for any help!

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XfinityRaul

Official Employee

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3.2K Messages

25 days ago

@ijay10 If you paid a $125 deposit to sign up for Xfinity services, it may be credited to your account after 12 months, provided you make on-time payments for six consecutive months without interruption. I would be more than happy to review your account to see what this is all about.

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.

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user_mx3d1f

Visitor

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1 Message

10 days ago

Just had the exact same thing happen to me. When I questioned an online agent (live person, not ai assistant) they assured me I would not be charged a deposit but gave no explanation as to why it was listed on the confirmation email. We'll wait to see what happens. That's why they pay you to get access to your bank account. Then they can take what they want without your consent.

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XfinitySean

Official Employee

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1.1K Messages

We appreciate you taking the time to comment here on the community forums, user_mx3d1f! I'd first like to assure you that payments are only processed through authorized one time payments, or on a regularly scheduled date if automatic payments are in place, and we'll provide a billing statement prior to the payment going through. That said, we'd like to take a look to make sure everything indeed looks correct on our end! When you have a moment, please send us a direct message with your full name, name on the account (if different), and service address, and we'll look over the account together!

How to Send Us a Direct Message:

Click "Sign In" if necessary.
Click the "Direct Messaging" icon.
Click the "Start new conversation" (pencil and paper) icon.
In the "To:" line, type "Xfinity Support".
As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
A "Xfinity Support" graphic will replace the "To:" line.
Type your message in the text area near the bottom of the window.
Press Enter to send it.

How to: Direct messaging within the forum

I am an Official Xfinity Employee.
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10 days ago

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ijay10

Visitor

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2 Messages

8 days ago

Update:

The final Bill corrected by itself what my payment was. No additional charges were found on my bill pay amount due.

Thanks.

1

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XfinityTommy

Official Employee

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3.2K Messages

ijay10 Awesome! Appreciate the update on that charge. How has the service been running for the location? Hope everything has been going smoothly.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please mark as Best Answer. tick

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8 days ago

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somethingsomething

Visitor

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1 Message

2 hours ago

I'm also seeing the same thing, where I signed up and there was no 125 deposit fee, but its saying that there is one now in my email after I signed up with my bank account instead of credit card.

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Billing

ijay10

Unexpected $125 deposit added after sign-up (showed $0 at checkout)

XfinityRaul

user_mx3d1f

XfinitySean

ijay10

XfinityTommy

somethingsomething

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