Help and Support / Billing
This article contains FAQs about service and equipment deposits.
Why are deposits required if I offer to pay six months in advance?
After reviewing the fair credit reporting act as well as the equal opportunity act we determined this practice might violate those laws due to discrimination against customers who do not have the ability to pay in advance.
Are there any other options to a credit check?
We understand that credit checks may be a sensitive topic for some customers. Please understand that our credit inquiry does not affect your credit score. Instead, we only reflect on your credit report as an account inquiry. If you still wish to forego a credit check, we will require the highest deposit level for your service and any equipment associated with your account. This will require a deposit on your service as well as any rental equipment.
How long does it take to receive a deposit refund check in the mail?
A refund may take up to eight to ten weeks from the date of disconnection or from the request of the refund check.
Why does it take so long to receive the deposit back?
Generally speaking, refund checks are processed by our Finance Department on the tenth of each month. Due to possible pending charges, it can take up to ten weeks from the date the check was requested or the date of the physical disconnection.
How is my deposit, (if applicable) determined? Do you see my credit score?
The credit verification system we use considers your credit history and links that to a rating we use to determine your deposit based on the services and equipment chosen. At no time do our employees have access to your credit score.
Why is my deposit refund less than the amount I paid?
When your account is closed, the full amount of your deposit is applied to the balance on your account. If you had a remaining balance for service provided or unreturned equipment, this will be subtracted from the deposit amount, and the remaining credit balance will be the amount of your refund.
When Can I get my deposit back?
After 6 months of on time payment history you are eligible to have the deposit paid at the time your services were initiated credited to your account, or refunded to you in the form of a refund check. Once you have had 6 months of on time payment history you are also eligible to upgrade your service with no additional deposits being required. Please note that this will NOT happen automatically, and can only be processed after your request.